WITH SAGE CRM

Feb 2013Questions? Do email me at shobha@triadme.com

Shobha Moni, Director and Founder

DRIVING YOUR BUSINESS FORWARD WITH SAGE CRM…..

AGENDA

What is CRM? Common business issues faced by

companies today How CRM can help

Sales Marketing Lead Generation and Distribution Customer Service Business Owners and Finance team

WHAT IS CRM?

CRM is a business strategy designed to optimise profitability, revenue, and

customer satisfaction

In a more predictabl

e way

At a lower cost

Delivered in less time

More of them

Better qualified

opportunities

Higher Value

COMMON BUSINESS ISSUES FACED BY COMPANIES TODAY

SALESMANAGER

SALES EXECUTIVE

CUSTOMERSERVICE

MARKETINGMANAGER

BUSINESS OWNER

“Sales forecasts are difficult to create and time-consuming” “I sometimes spend

my whole morning trying to figure out

who I’m meant to follow-up with and

when”

“I need to know what the sales pipeline looks like quickly and easily”

“It take me ages to roll up all the reps’ forecasts

into a team forecast for my

boss”

“I need a quick and easy way for me to see how the business is performing at any given time” “I want to

maximise the productivity of

all my employees”

“I need to be able to calculate the cost per lead easily and accurately”

“Marketing campaigns are

difficult to manage and leads can go

missing”

“We don’t have an up to date log of all communications with customers” “Our

processes are not

automated so customer

issues sometimes

fall through the cracks”

BACK OFFICE

“I want to have access to the same customer information the front office has so I understand any customer issues when I am chasing payments”

“I don’t want to be wasting time re-

entering the same information into multiple places”

CRM DELIVERS COMPETITIVE ADVANTAGE

Multiple views of the customer

CRM delivers a single view of the customer for better customer relationship management, delivering real competitive advantage

3600 insight

Disparate Systems

DepartmentalCollaboration

DepartmentalCustomer

Insight

DepartmentalProductivity & Efficiency

CRM

Extended Enterprise

Collaboration

360 degreeCustomer

Insight

Org-wideProductivity & Efficiency

Single view of the customer

COMPETITIVE ADVANTAGE

One dimensional insight

Leveraging CRM forTransformative

Change

The Great Unwashed

First Pass Qualification

Qualified Lead

Forecasted Opportunity

First Interaction

Nurture Cycle

QSO

Identifiable engagement – registration on website,

attendance at event, request for call, click-through on email

Total population of touch points across all marketing activities – offline and online

Headline attribute(s) identified in First Interaction used to disqualify based on geography, company size etc

Orchestration of targeted, personalized and intelligent

nurture program to generate ‘Suspects’ from NN and IB

Qualified against specific sales criteria – product / service fit,

budget and decision maker

Intent and timeframe for purchase – converted from Suspect to Lead

Active sales opportunity committed to sales forecast with specific close probability

What is Sales / Marketing all about? $

Customer additions

Revenue growth

Margin growth

Database refinementProcess optimization

Enablement

through CRMCampaign Management

Social MediaE-MarketingPerformance

ManagementLead Capture &

ManagementData Segmentation &

EnrichmentProductivity & Automation Tools

Revenue Funnel

HOW CRM HELPS THE SALES EXECUTIVE Dashboards deliver a unified view

of all key sales information Real-time pipeline management

ensures focussed sales activity Forecasts can be prepared and

submitted in minutes Increases visibility on customer

interaction across departments Reduces time spent on

administration thereby increasing productivity

Automates quotation generation Leverages financial information

from the back-office system for accurate pricing, quotes and orders

Empowers sales staff to sell more effectively

Enables sales staff to focus on the most important sales opportunities

From Sage CRM

HOW CRM HELPS THE SALES MANAGER Dashboards deliver sales

management a unified view of all key sales information

Improves transparency in the sales pipeline

Real-time pipeline management ensures focussed sales activity

Enables quick and easy team forecast generation and improves sales forecast accuracy

Enables regular sales performance monitoring

Reduces opportunity slippage Optimises sales resources against

high-potential opportunities Maximises cross and up-sell

opportunities Empowers sales staff to sell more

effectively Enables sales staff to focus on the

most important sales opportunities Minimises sales administration and

maximises sales staff productivity

From Sage CRM

SOME SCREEN SHOTS

Sage CRM works for Sales Professionals

Who Sage CRM Works For

• Empowers them to sell more effectively

• Enables them to focus on the most important sales opportunities

• Helps them to reduce the amount of time spent on sales administration

Dashboards deliver a unified view of all key sales information

Real-time pipeline management ensures focussed sales activity

Forecasts can be prepared and submitted in minutes

o Leads not captured or tracked effectively o Leads not followed up on-time; no SLA; no escalationso Lack of clear criteria for handover to saleso No way to enforce formalized lead qualification and grading criteriao Unstructured, subjective feedback on lead qualityo Leads and opportunities are not associated back to their source or originating

campaigno No mechanism for re-cycling

How CRM helps Web-to-lead capture with campaign

landing zones Full lifecycle management Configurable lead qualification and

scoring capabilities. Rules-based, automatic allocation Alerts and notifications Lead-to-opportunity conversion

workflow Full audit trail and detailed KPIs

around qualification, conversion and close

Sage CRM works for Lead Generation and Distribution across dealers

HOW CRM HELPS LEAD GENERATION

HOW CRM HELPS THE MARKETING MANAGER

Empowers marketing staff to plan and execute highly effective campaigns Enables highly targeted customer communications Results in decreased cost-per-lead through automation Delivers insight into the lifetime value of customers Enables close alignment with the sales department and other key

stakeholders Enables market segmentation based on financial data from the back office Enables marketing staff to target the right companies at the right time Helps eliminate guesswork and optimise marketing resources Delivers full campaign planning encompassing above-the-line and below-the-

line activities as well as costs Combines actual campaign results with actual campaign costs to calculate

the real return on marketing investment

From Sage CRM

o Standalone activity – divorced from data and other marketing activitieso Manually intensiveo One-size-fits-all mass email; limited personalizationo Not intelligento High bounce rateso Oversaturationo Difficulty accommodating compliancy requirements

How CRM helps Full integrated within CRM Set and forget WYSIWYG template editor Intelligent nurture streams Automatic generation of lists based

on responses Supports mass personalization Powerful template editor Real-time performance management Advanced Spam checking Enforces compliancy requirements

and reporting

BENEFITS

Sage CRM connects to online integrated Email Gateway for bulk emails

SOME SCREEN SHOTS

Sage CRM works for Marketing Professionals

Who Sage CRM Works For

• Empowers them to plan and execute highly effective campaigns

• Enables them to target the right companies at the right time

• Helps them to eliminate guesswork and optimise marketing resources

Combines actual campaign results with actual campaign costs to calculate the real return on marketing investment

Full campaign planning encompassing above-the-line and below-the-line activities as well as costs

Define highly targeted marketing lists across multiple criteria

HOW CRM HELPS THE CUSTOMER SERVICE MANAGER

Helps reduce the amount of time spent on customer service administration thereby increasing the productivity of customer support representatives

Monitors service performance against SLAs Extends customer service through 24x7 web self-service options  Enables customer service staff to leverage the knowledge of colleagues

through a centralised knowledge base Delivers a 360 degree view of customer information across front and back

office systems for easier issue resolution and improved cross-selling opportunities

Workflow automatically manages case allocation, progression and escalation; improving response times and ensuring no one ‘falls through the cracks’

Enables customer satisfaction measurement and benchmarking Dashboards deliver a unified view of all key customer service performance

information in real time

From Sage CRM

SOME SCREEN SHOTS

Sage CRM works for Customer Service Professionals

Who Sage CRM Works For

• Enables them to monitor customer service performance in real time

• Helps them to reduce the amount of time spent on customer service administration

• Enables them to leverage the knowledge of their colleagues

Dashboards deliver a unified view of all key customer service performance information

Workflow automatically manages case allocation, progression and escalation

Knowledgebase provides central repository for solutions that address common issues

HOW CRM HELPS THE BUSINESS OWNER Reports provide instant insight into business performance across multiple

criteria Delivers the ability to “sanity check” forecast data with full drill-down to

underlying details Enables easy insight into revenue/budget variance Enables real-time corporate performance management/insight at-a-glance

through dashboards Improves responsiveness to critical business issues Improves sales forecast accuracy and pipeline management Marketing budget and return-on-investment can be monitored in real-time Drives revenue business efficiency and performance leading to increased

revenue growth and profitability Leverages financial information from the front and back-office for a

complete view of the business

From Sage CRM

Move from overview forecast data to detailed underlying information with ease

SOME SCREEN SHOTSWho Sage CRM Works For

• Reports provide instant insight into sales performance across multiple criteria

• Ability to “sanity check” forecast data with full drill-down to underlying details

• Marketing budget and return-on-investment to date can be monitored in real-time

Analyse sales performance across multiple criteria

Combines actual campaign results with actual campaign costs to quantify marketing performance

Sage CRM works for Owner Managers, CEOs & Finance Staff

Saves time and minimises mistakes by avoiding duplication of data entry Improves customer service by using a single point of reference for sales orders Receivable followup - Credit control and the sales team have access to the

same financial information Ensures a fast response to significant events and routine tasks using alerts

BENEFITSWho Sage CRM Works For

Sage CRM works for Finance Staff too!

Grappling with Social MediaTypical Challenges Encountered by our Customerso Playing catch-up; have not operationalized social media; no policy or

governanceo No ownero Not integrated with other marketing activitieso Not integrated with customer contact recordso Difficulty embracing wide range of blogs, communities, micro blogs, video

podcasts etco Difficulty separating value from noiseo Measuring activity, not effectiveness

How CRM helps Manage social activities centrally Social feed aggregation from

Communities, blogs and other sources

Contact enrichment with Linkedin Track companies, contacts or

topics on Twitter Tweets presented as feeds Integrate Twitter into outbound

marketing campaigns Add Tweets to contact records Full audit trail

Performance Management & AnalyticsTypical Challenges Encountered by our Customerso Viewed as administration / overheado Multiple, disparate sources – finance, web analytics, E-Marketing, sales

forecasts etc.o Days spent pulling information togethero Tools are not intuitiveo Rigid formats; not easy to edito Historic snapshoto Not situational

How CRM helps Fully situational – KPIs baked into

the workspace Performance management in real-

time Team and individual dashboards Surface information and services

that are important to each individual Can be fully personalized Fully contextual - link dashboard

components; full drill down Empowerment drives opt-in Reporting Suite

Productivity & Automation ToolsTypical Challenges Encountered by our Customerso Disconnected customer information spread across applications, departments, users

and deviceso Spending too much time on administrationo Collaborating across teams and departments is challengingo Difficulty remaining productive while out of the officeo Time spent re-entering information from one system to the nexto Process bottlenecks impacting on marketing performance

How CRM helps 360 degree view of customer and

prospect data across departments and interactions

Mobile and Tablet support Team collaboration tools Graphical workflow orchestration Maps integration Task and calendar management Exchange integration

HOW CAN SAGE CRM HELP U– FACE….. Facilitate – document storage/ in context to opp

Eg: Discount approval Excel sheet, brochure, quote

Automate - Repetitive tasks through technology

Eg. New Year greetings mass email

Cut – Non value added tasks

Eg: Travel time to office to submit daily sales report

Enter data once / in central place

Eg: Analytical reports are easier to produce from raw data

Contact Management – admin support for data entry

Eg. Visiting card scanning, project database upload

Escalate – track important time stampsEg: Closed sales – bid bond to be collected from

customer, proposal submission to happen within 24hrs of demo

Own Customer intelligence – don’t lose accounts when you lose employees

Eg: New employee can take over accounts easily

HOW CAN SAGE CRM HELP U – FACE….CEO