sage crm overview - chortek · 2020. 1. 29. · sage crm user roles accounts receivable & order...
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Sage CRM Overview
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Sales, Marketing and Service modules to extend the power of your business management tools right across
a business, to make informed business decisions based on accurate information at all times.
ge CRM provides
Help you grow your business
Win more customers and retain
them
The right insights to
make decisions
+ +
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arket more effectivelynderstand customers betterollaborate effectively across teamsccelerate sales team performance
e help customers to
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Create targeted marketing campaignHelp your marketing reach the right peop
Accelerate and focus your sales activitieWork on the most profitable activiti
Provide an excellent customer experiencDelight customers and outperform the competiti
Harness the power of an integrated CRAutomate processes within your business to do mo
know & grow your business
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Sage CRM Customer Segments and Insights
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perate in almost every industrye majority (~75%) have 20 or fewer usersmarketing, sales, service & operational roles
ore than 17 000+ customers across the globe
45%
30%
17%
5%2%
1%3-9
10-1
20-4
50-9
100-
200+
No. of seat
*All Sage CRM licenses sinc
Sage CRM customer breakdowseat size and % of customer b
Help grow your
business
Win more customers and retain
them
The right insights to
make business decision
+ +
pical Sage CRM customers
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pical customer needs
Organising data
of Sage BMS users cated their lack of
munication between ams and across erent departments
of respondents think they need the most vement in managing quotes and orders
61% of respondents indicated their inability to track and manage sales opportunities and leads
effectively.
30% of respondents indicated their missed sales opportunities.
Tracking Sales
19% of respondents think that they need the most
improvement in managing customer service
(planning, tracking & customer communication)
Delivering service
29% of respondenindicated their lack
insight across the enbusiness (KPI’s)
Better visibility
Sage CRM User Roles
Accounts Receivable
& Order Entry
Shipping Purchasin
FProOv
Project &Works
DeliverySales
Teams & Managers
Marketing Creation & Response
Customer Care &
Support
End Customer
Self Service
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hat people see & ask /1
a Business Owner / General Manager
Sales Operations / Head of Sales
Customer Service /Head of Operations
nges sed
Lacks visibility into performance metricsSeeks increase in operational efficiencies
Sees operational inefficiencies
Lack of information about customers, sales process leads to error in decision-making
Meeting sales numbers Opportunities are missed by lack of follow up Visibility into the pipeline for better management Needs easy pipeline management and reporting Needs easy forecasting of individuals and teams
Measure and increase customer satisfactionLacks visibility into full customer interaction across departments throughout the companWants process consistency in customer casWants to better manage services escalationSLAs
ons Are you struggling to manage your business with just spreadsheets and folders?
Do you have complete visibility into your business performance?
Are you able to tell how sales and other KPI’s are tracking? Do you have visibility to what’s going in sales?
How well do your teams communicate and share information about customers?
How does management track and measure individual performance
How many sales opportunities are you missing by not properly following up on?
How do you track & manage your sales opportunities and leads?
How is your sales forecast entered and managed today?
How do your sales people prepare for a call or appointment? What information do they have available? Is it accurate and current?
Do you think you have outgrown spreadsheets/are you struggling to manage your business in this way?
How do you track and measure your customcall resolution in order to determine your levservice?
How do you measure customer service satislevels? How do you manage specific processolving customer service inquiries?
What tools do you currently use to resolve aemail, chat, self-service portal, etc.) and howworking for you?
Do you have the ability to see customer infoone view across your company, including acsales and support? What gain would you hacould?
Meeting sales numbers Opportunities are missed by lack of follow upVisibility into the pipeline for better management Needs easy pipeline management and reporting Needs easy forecasting of individuals and teams
Measure and increase customer satisfactionLacks visibility into full customer interaction across departments throughout the companWants process consistency in customer casWants to better manage services escalationSLAs
How many sales opportunities are you missing by notproperly following up on?
How do you track & manage your sales opportunitiesand leads?
How is your sales forecast entered and managed today?
How do your sales people prepare for a call or appointment? What information do they haveavailable? Is it accurate and current?
Do you think you have outgrown spreadsheets/are youstruggling to manage your business in this way?
How do you track and measure your customcall resolution in order to determine your levservice?
How do you measure customer service satislevels? How do you manage specific processolving customer service inquiries?
What tools do you currently use to resolve aemail, chat, self-service portal, etc.) and howworking for you?
Do you have the ability to see customer infoone view across your company, including acsales and support? What gain would you hacould?
© 2019 The Sage Group plc or its licensors. All rights reserved.
hat people see & ask /2
a Business Owner / General Manager
Sales Operations / Head of Sales
Customer Service /Head of Operations
nges sed
Lacks visibility into performance metricsSeeks increase in operational efficiencies
Sees operational inefficiencies
Lack of information about customers, sales process leads to error in decision-making
Opportunities are missed by lack of follow up
Visibility into the pipeline for better management Needs easy pipeline management and reporting Needs easy forecasting of individuals and teams
Measure and increase customer satisfacretention Lacks visibility into full customeinteraction history across departments ththe company Wants process consistency in customer
ons Are you struggling to manage your business with just spreadsheets and folders?
Do you have complete visibility into your business performance?
Are you able to tell how sales and other KPI’s are tracking? Do you have visibility to what’s going in sales?
How well do your teams communicate and share information about customers?
How does management track and measure individual performance
How many sales opportunities are you missing by not properly following up on?
How do you track & manage your sales opportunities and leads? How is your sales forecast entered and managed today?
How do your sales people prepare for a call or appointment? What information do they have available? Is it accurate and current?
Do you think you have outgrown spreadsheets/are you struggling to manage your business in this way?
How do you track and measure your cusservice call resolution in order to determlevel of service?
How do you measure customer service satisfaction levels? How do you manageprocesses for solving customer service i
What tools do you currently use to resolv(i.e. email, chat, self-service portal, etc.)are working for you?
Do you have the ability to see customer information in one view across your comincluding accounting, sales and support?gain would you have if you could?
Measure and increase customer satisfacretention Lacks visibility into full customeinteraction history across departments ththe company Wants process consistency in customer
How do you track and measure your cusservice call resolution in order to determlevel of service?
How do you measure customer service satisfaction levels? How do you manageprocesses for solving customer service i
What tools do you currently use to resolv(i.e. email, chat, self-service portal, etc.)are working for you?
Do you have the ability to see customer information in one view across your comincluding accounting, sales and support?gain would you have if you could?
© 2019 The Sage Group plc or its licensors. All rights reserved.
hat people see & ask /3
a Business Owner / General Manager
Sales Operations / Head of Sales
Customer Service /Head of Operations
nges sed
Lacks visibility into performance metricsSeeks increase in operational efficiencies
Sees operational inefficiencies
Lack of information about customers, sales process leads to error in decision-making
Opportunities are missed by lack of follow up Visibility into the pipeline for better management Needs easy pipeline management and reporting Needs easy forecasting of individuals and teams
Measure and increase customer satisfacretention Lacks visibility into full customeinteraction history across departments ththe company Wants process consistency in customer Wants to better manage services escalaSLAs
ons Are you struggling to manage your business with just spreadsheets and folders?
Do you have complete visibility into your business performance?
Are you able to tell how sales and other KPI’s are tracking? Do you have visibility to what’s going in sales?
How well do your teams communicate and share information about customers?
How does management track and measure individual performance
How many sales opportunities are you missing by not properly following up on?
How do you track & manage your sales opportunities and leads? How is your sales forecast entered and managed today?
How do your sales people prepare for a call or appointment? What information do they have available? Is it accurate and current?
Do you think you have outgrown spreadsheets/are you struggling to manage your business in this way?
How do you track and measure your cusservice call resolution in order to determlevel of service?
How do you measure customer service satisfaction levels? How do you manageprocesses for solving customer service i
What tools do you currently use to resolv(i.e. email, chat, self-service portal, etc.)are working for you?
Do you have the ability to see customer information in one view across your comincluding accounting, sales and support?gain would you have if you could?
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Sage CRM Features
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ur marketing features able you to:Plan marketing campaigns and track the results
ge CRM for Marketing /1
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ur marketing features able you to:Plan marketing campaigns and track the results
Manage a marketing campaign across multiple channels
ge CRM for Marketing /2
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ur marketing features able you to:Plan marketing campaigns and track the results
Manage a marketing campaign across multiple channels
Track new leads and sales opportunities
ge CRM for Marketing /3
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ur sales features enable u to:repare for important sales etings by accessing important tomer data ‘on the go’
ge CRM for Sales /1
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ur sales features enable u to:repare for important sales etings by accessing important tomer data ‘on the go’
ollow compliance and ‘best ctice’ routines using integrated rkflow.
ge CRM for Sales /2
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ur sales features enable u to:repare for important sales etings by accessing important tomer data ‘on the go’
ollow compliance and ‘best ctice’ tines using integrated workflow.
rack the performance of your es teams ng out-of-the-box sales reports
ge CRM for Sales /3
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ur service features enable u to:Automate and manage customer service cases, helping resolve cases faster
ge CRM for Service /1
r
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ur service features enable u to:Automate and manage customer service cases, helping resolve cases faster
Manage service teams & assignments
ge CRM for Service /2
© 2019 The Sage Group plc or its licensors. All rights reserved.
ur service features enable u to:Automate and manage customer service cases, helping resolve cases faster
Manage service teams & assignments
Report on critical customer service metrics quickly and easily
ge CRM for Service /3
G l it li All i ht d
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ur integration features able you to:Organize and consolidate accounts nformation into one reliable source
egrated Sage CRM for your accounting system /1
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ur integration features able you to:Organize and consolidate accounts nformation into one reliable source
Easily see payment history, order status, customer cases, quotes, orders, shipments and more
egrated Sage CRM for your accounting system /2
© 2019 The Sage Group plc or its licensors. All rights reserved.
ur integration features able you to:Organize and consolidate accounts nformation into one reliable source
Easily see payment history, order status, customer cases, quotes, orders, shipments and more
Better manage supplier information such as purchase orders, payments and call history
egrated Sage CRM for your accounting system /3
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The Sage CRM message
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e story about Sage CRM
Designed for small and enterprise sized businesses, Sage CRM is easy to use & manage so you can focus on your business, not on software.
Strength in configuration
• An easily configured workflow offers many options to suit thprocesses/process flows within a company.
• Each user can personalize their experience so that the mospertinent information is shown
Visibility
hrough integration with Sage ERP solutions (Sage 100 ERP, age 300 ERP and other Sage accounting products), it can ovide end-to-end visibility across an entire business
Quick to deploy, easy to use & low cost
rowser delivered, easy to use ‘from the box’ and quick to onfigure to match company, team & user requirements. can be optimized to an individual business, with unlimited
elds, screens, reports, connections and much more.
Respond to changing customer requireme
• A simple data & process management tools to manage customer relationships – now & in the future.
• Enable the business to scale for growth and become moreto compete effectively
Local version
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e story about your company Local version
ave you realised he magnitude of our challenges?
When asked about their company’s top 3 current business challenges that are promptingto consider a CRM system:
• 61% of respondents indicated an inability to track & manage opportunities effectively. • 42% of respondents indicated lack of communication between teams & departments.• 30% of respondents indicated their missed sales opportunities. • 29% of respondents indicated a lack of management insight across the entire business
e solution may be ore manageable n you first thought
Many companies believe they need to be a big company to use a CRM solution.
Today, CRM solutions are leveraged to by companies of all sizes and as few as 10 employees. Sage CRM is quick and easy to deploy so you can be up and running in dayWe offer in-product guidance, online and classroom based learning + support to ensure acustomers can easily access help and assistance when they need it.
he cost effective, xible proposition at is Sage CRM
It is easy to use & adapt to how your business works - both now and in the future. It is eainstall, manage & maintain so you can focus on business, not on software. When combinconnected with Sage ERP, you can enjoy better business insight, greater efficiencies, increased productivity and a single, customer-centric view across your entire business
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Read more about Sage CRM
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Pricing: principles
Global website, including proposition, case studies and ‘Test Drive’http://www.sagecrm.com/1
Sage CRM community – blogs & more for partners and customershttps://community.sagecrm.com/2
Sage CRM eLearning - for technical, sales and developers https://community.sagecrm.com/e-learning/default.aspx3
ge CRM – Further resources
Sage CRM Help Centre – for documentation http://help.sagecrm.com/4
Local version
9, The Sage Group plc or its licensors. Sage, Sage logos, Sage product and service names mentioned herein are the trademarks of The Sage Group plicensors. All other trademarks are the property of their respective owners.
Thank you