the 360 view for predictability & visibility of your business
TRANSCRIPT
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The 360 view for Predictability &
Visibility of your BusinessVikram SuriMD Sage Middle East & India
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Agenda Today
Sage Introduction The New Normality Analyzing the current State
Global Economy & Recession
Some Important Middle East Data Points
Act now before Official Market Recovery
ERP & CRM Trends
The 360 View for Visibility & Predictability of your business
Powering the Connected Enterprise
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Brief Introductionto Sage
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Key facts about our organisation
Market Finances Customers
Global company withover 13,100 employees
Revenue of 1,439mfor FY2009
Provide advice tocustomers through 1.8
million support contracts
Over 6 million customersworldwide
Market capitalisation ofapproximately 2.8 billion
Manage around 35,000customer calls each day
One of the market leadersin the UK, US, Europe,South Africa and Asia
Made over 40 acquisitionssince 1991
Work with 27,000 resellerpartners and 40,000
accountantsworldwide
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What do we do?
CustomersImprove serviceMeet their needsBuild loyalty
Multiple payment optionsMultiple channels
OperationsManufacturingDistributionServicing
PeoplePay correctly & on timeRecord sickness & absenceFile legal documentsManage performanceDevelop potential
SuppliersGet what you need on timeManage costs
FinancesManage debtors & creditorsManage cash flowImprove revenue and profitForecasting & PlanningElectronic payment processing
AdvisorsFile accountsStatutory reportingForecasting & business planningAdvice & help from Sage
Provide Software and services that help SMEs managetheir business processes and relationships.
Your
business
Customers
Operations
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How does our business split acrossthese areas?
Although our business began as aprovider of accounting softwareonly, we have expanded ourofferings and accounting solutions
now represent 55% of our totalturnover.
Accounting792.2m*
Payment Processing(Merchant Services)65.5m*
HR &Payroll
148.9m*
CRM63.2m*
Industry-specific369.6m*
*Data for FY 10
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To what kind of businesses?
Upper mid-market8.6% growth
3%of Sagescustomer base
Lower mid-market
7.7% growth
17%of Sages
customer base
Entry-Level6.4% growth
Enterprise(2.3)% growth
80%of Sagescustomer base
CAGR 2007-2012*
Source: *Gartner, SMB ERP software Europe and NorthAmerica, 2008 Gartner ERP software worldwide
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A 360 View of the global economy & MENA
Let us understand our New Normality before wetake a 360 view of our business
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The Big Question.....When will we exit the Recession?
the failure to foresee the timing, extent andseverity of the crisis and to head it off, while it had
many causes, was principally a failure of thecollective imagination of many bright people tounderstand the risks to the system as a whole.
Many people did foresee the crisis. However,the exact form that it would take and the timing
of its onset and ferocity were foreseen bynobody.
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When will we exit the Recession?
20th Sept 2010 Announcements by the National Bureau OfEconomic Research (NBER) & Organisation for Economic Co-operation & development (OECD)
The US Market exited the longest recession in more than 50 years inJune 2009
If the markets slide again it will be an entirely new recession
The Recession lasted 18 Months from December 2007 to June 2009
Still Feels like the recessionsince the markets are growing at apainfully slower pace than the expected rate
The US Markets were predicted to grow at 3.2% but growing at 1.5%
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Source - http://stats.oecd.org/economicoutlook/
Closer look at the World Economy
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MENA Trends in 2010for 2011
Two developments mark the outlook:
the unrest in the region and the surge in global fuel
and food prices.
For most oil exporters, the expected increase in oil pricesfromUS$79 per barrel to US$107 per barrel and production volumes
will lead to higher growth in 2011
Average real GDP growth (excluding Libya) is projected to reach4.9 percent in 2011 compared with 3.5 percent in 2010, whilenon-oil growth is projected to stay at 3.5 percent in 2011.
For the GCC, growth is projected to reach 7.8 percent in 2011 asoil production expands to stabilize global oil supply in the face ofsupply disruptions elsewhere. GCC non-oil growth is set toaccelerate by more than 1 percentage point to 5.3 percent in2011.
. 11Source - Surveillance by International Institutions OECD ilibrary 4th May 2011
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MENA Outlook for 2011 - Updated Feb 2011
GDP growth for MENA is expected to reach 4.1% in 2010, compared to 2.0percent in 2009, the IMF said in its October World Economic Outlook.
Gas-rich Qatar is still topping the league with 16.0% and 18.6% GDP growthprojected for 2010 and 2011, compared to 8.6% in 2009.
Growth in Saudi Arabia is forecast to bounce to 3.4% in 2010, and 4.5%nextyear, from a modest 0.6% in 2009.
Meanwhile, the UAE's economy should rebound by 2.4% this year,
and expand by 3.2% in 2011, after contracting by 2.5% last year.
The strength of the recent economic recovery in the MENA region is largelyunderpinned by the rebound in oil prices from their trough in 2009, which hasboosted receipts for oil exporters in the region
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Recent Business Cycles
* Source: US National Bureau of Economic Research
Gartner advised recently that due to the lag in time between the point atwhich the economy starts growing again and when its officially declared tobe growing again, clients simply cant wait for an official declaration before
they begin planning for better times [Gartner May 09 Its Time to Preparefor a Return to Business Growth]
Dont wait until the turning point has been announced before youprepare for a growth period now is the time to prepare your business forthe upturn
Turning Point Date of turning point Date announced Delay(months)
End of Recession July 1980 July 1981 12
End of Recession Nov 1982 July 1983 8
End of Recession Mar 1991 Dec 1992 21
End of Recession Nov 2001 July 2003 20
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How to Prepare for the Upturn?
Accurate Business Planning
Detailed insight on the performance of the business and employees to facilitate accurate andinformed decision making as trading conditions change
Focused Sales Management
Accurate sales forecasting will help anticipate and address changing revenue patterns
Targeted Marketing Effectiveness
Customer and market segmentation will enable businesses to execute highly targetedcampaigns on customer segments and sectors showing signs of recovery
Continued tight marketing budgets will mean that Marketing depts will remain under pressureto prove Marketing Return on Investment (RoI)
Exceptional Customer Service
Workflow-driven customer service management will ensure the exceptional service levelsexpected by highly-discerning customers in the post-recession era are met every time in aconsistent manner
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Lets Look at Customer Relation
Management (CRM) as a Tool..
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CRM is Not New as a Concept
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Diary book
Personal Information Manager (PIM) gadgets
Spreadsheet
Smartphone PDA Contact Management
ERP applications
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Typical Business Issues
RemoteUsers
Finance
Outlook
CustomerService
Marketing
Sales
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CRM Enables Optimum Collaboration
Customers & Partners
Facilitates internal and external collaboration for
maximum customer satisfaction
Web self-service
Internal Departments External
CRM
Sales Marketing Support Finance
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Key Performance Indicators at aGlance
Tools to execute
Graphically analyse how the business is doing at any time
Group and segment data for precision marketing
One-click reporting
Dashboards
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Dashboards
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CRM Market Trends
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Extract from customer feedback as well as general marketcommentary including commentry from Gartner and Forrester:
DataIntegration
360 View ofCustomer
RobustReporting
ControlCenter
Evolution toextended
Ecosystem
Connected
Services
SocialMarketing
Integrationof Social
Media
Mobility
AnywhereCRM
Price/ValueBalance
Rapid &Easy
Deployment
CRM Trends 2014
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Sage CRM Facts and Figures
..a global install base of over 8,500 customers
..with over 100,000 users
..in installations of 5 1500 users
..growing at 1200 1500 customer PA
.. sold and implemented by >1000 Business Partners
..followed by Gartner, Forrester and Ovum
.....The solutionsprimary strengthsinclude a low pricetag, strong usability,and quick time-to-value. The solutionoffers an intuitive
admin UI, strongperformancecapabilities, andstrong product helpfunctionality. Inaddition, the productintegrates well withother Sage back-officesoftware products.....
Forrester Q2 10
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Business Value of CRM
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Now lets at Enterprise resource
planning(ERP) Solutions
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What are customers Looking for.. In 2011
Interoperate across locationsStandardize business processes
Provide visibility across functions &departments
Cope with increasing complexity
Improve Customer Experience
Link global operations for better collaboration
Increase agility & responsiveness
360visibility
Reduce Time & Cost
Streamline & accelerate business processes
Optimize the use of current capacity
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How has ERP Systems changed over time
TransactionCost
% ERP users inthe extended enterprise
An ERP strategy must be
more end-user centricthan before to maximize
the benefits achieved from
investments in ERP Key Issues for
ERP, 2010 Gartner
* Source Gartner
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Sage Accpac Facts
Product Launch 1979
Current Version v.5.6 (December 2009)
Next Version v.2010 (Winter 2010)
StandardIntegratedFunctionality
Sales, Purchasing,Inventory, CRM,Manufacturing, Finance
Number ofCustomers
40,000+ Companies
210,00+ End-users
Markets Served 5 to 1000 Employees
28% Service, 21% CPG, 10Finance-Banking-Accounting
One
Solution
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Offers more More than just ERPBusiness Intelligence
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A COMPLETE 360 VIEW!!
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Sage ERP & CRM works as ONEIntegrated Solution
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The Ease of Deploymentto
give you Predictability &Visibility of your business.
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Sage ERP &
Sage Suites
On-Demand
Services
3rd Party
Applications
Connecting Your
Business
Your Sales,
Marketing & Customer
Service Teams
Your Customers
& Partners
Sage Powers to give you a 360 View
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Key Messages from Today
The New Normality - Analyze your current State
Act now before Official Market Recovery
ERP & CRM is our Core Strength & our Focus
Our Solutions are technically superior to our competition
Easy to Implement & Use with quick returns to Investment After Sales Support is key to our strategy & Vision
Global Strength, Local Focus.... We are Accountable
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Thank you
mailto:[email protected]:[email protected]