why | crm dale rivers sage (uk) ltd [email protected] tel. 0191 294 3000
TRANSCRIPT
Why CRM 2
Sage Group StatisticsSage is International
• Founded in 1981
• Presence in 26 countries
• 180 Products
• 13,300 Employees
• Global distribution network• 26,500 Reseller Partners• 40,000 Accountants
• Over 6 million Customers
• Revenues of £1.34 billion
• Valued at circa £4 billion
• Share price is UP!
Sage 300 ERP
Why CRM 3
Sage StatisticsFacts
3rd largest business management software provider
in the world
The largest supplier to small business in the world
1 in 4 working people in the UK are paid via Sage Software
1 in 2 Accountants use and recommend Sage
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What is CRM?
Customer Relationship Management
What is CRM?
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Time to Define
“A business strategy whose outcomes optimise profitability, revenue and customer satisfaction…
CRM technologies should enable greater customer insight, increased customer access, more effective customer interactions, and integration throughout all customer channels and back-office enterprise functions”.
-Gartner
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Time to Define
“A business strategy whose outcomes optimise profitability, revenue and customer satisfaction…
CRM technologies should enable greater customer insight, increased customer access, more effective customer interactions, and integration throughout all customer channels and back-office enterprise functions”.
-Gartner
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Time to Define
“A business strategy whose outcomes optimise profitability, revenue and customer satisfaction…
CRM technologies should enable greater customer insight, increased customer access, more effective customer interactions, and integration throughout all customer channels and back-office enterprise functions”.
-Gartner
8
Time to Define
“A business strategy whose outcomes optimise profitability, revenue and customer satisfaction…
CRM technologies should enable greater customer insight, increased customer access, more effective customer interactions, and integration throughout all customer channels and back-office enterprise functions”.
-Gartner
9
Time to Define
“A business strategy whose outcomes optimise profitability, revenue and customer satisfaction…
CRM technologies should enable greater customer insight, increased customer access, more effective customer interactions, and integration throughout all customer channels and back-office enterprise functions”.
-Gartner
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CRM Defined
A Business Strategy, NOT a Technology
Technology is the enabler
CRM is more than just a software application…
It is a business solution for all customer-centric processes.
Cloud or On-Premise Deployment
Cloud-based CRM• Get up-and-running immediately• Some, but not full, customisation capabilities• Ideal for business with limited or no in-house IT skills
or expertise• Don’t need servers to manage, databases to
administer, or nightly backups to perform (NOISE)• AGILITY – THE ABILITY TO FAIL!
On-Premise CRM• Advanced customisation and integration capabilities• Low total cost of ownership• Ideal for business with an in-house IT resources to
manage their CRM solution• Keep control of your data on your own site
C R MUnderstand the entire Solution.
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Lead
Company
People Opportunities
Quotes Orders
Cases
Solutions
C R MThis is a Business Solution.
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Leads
Companies
OpportunitiesCases
Marketing
C R MDo you need CRM?
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• The Butcher• The Window Cleaner• The E-Trader• The Stationary Supplier• The Call Centre
CRM for Sales - Features• Opportunity and Pipeline Management
• Territory Management
• Forecasting and Reporting
• Sales Workflow
• Lead Management
• Quotes and Orders Processing
• Calendar Management
• Mobile Solution
• Powerful networking through Integration
• Smart Phones & Tablets
CRM for Customer Service - Features• Case Management
• Escalation and notification alerts
• Knowledge base
• Workflow approval process
• Detailed analysis on call volumes and case resolution
• Traffic light monitoring
• Web self-service
• Staff performance monitoring
• Bespoke company dashboard to provide tighter account management
CRM for Marketing - Features• Powerful e-marketing capabilities
• Automatic campaign results tracking
• Open, click and bounce-rate tracking
• Over 90 attention-grabbing templates out-of-the-box
• Integrated telesales follow-up
• Campaign cloning
• Document store and share
• In-call data modification
• Customer profiling and analysis
• Rapid lead to opportunity management
Why CRM 18
Why CRM?Did you know that on average it costs
4 times as much to gain a new customer
as it does to retain a new one?
CRM Software therefore:
• Helps build a great customer experience• Helps retain valuable customers• Enables businesses to deliver an
exceptional customer experience • Delivers a 360° view of your customer
• Increases sales activity• Tracks sales leads at every stage• Gets the right product, to the right
customer, on time, every time
“I need a quick and easy way for me to see how the business is performing”
“I want to maximise the
productivity of all my
employees”
“I need to be able to calculate the cost per member easily and accurately” “Acquisition
campaigns are difficult to manage
and information can go missing”
“We don’t have an up to date log of all communications with members” “Our
processes are not
automated so issues
sometimes fall through the cracks”
“I want to have access to the same member information the customer team has so I understand any issues”
“I don’t want to be wasting
time re-entering the
same information
into multiple places”
“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 revenue flow looks like quickly and easily”
“It take me ages to roll up all the line-of-
business forecasts”
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When do you need CRM?
Why CRM 20
When do you need CRM?
When your brain just isn’t enough!
The signs:
• When you are in Excel-Hell• When you are loosing customers to poor customer
service• If absenteeism affects service• Multiple Data Sources – which one?• You don’t trust your data• You don’t know where to find something• You need to integrate systems
• You are becoming inefficient• You waste time • You loose sales• Elongated customer complaints• Marketing is fragmented• When you are becoming a mature
business
CRMYou have been watching……
THANK YOU
Any questions……..?
DALE RIVERSSage (UK) Ltd
Tel. 0191 294 3000