IMTSedu Webinar: Focus on Customer Relationship Management

sales@avideon.com (888) 368-1237 © AvideonCRM LLC

IMTSedu Webinar

Focus on Customer Relationship Management

SpeakerRichard Wiklund, Salesforce Certified Consultant – CEO, AvideonCRM, LLC

Rich Wiklund, CEO AvideonCRM

Founded in 1999, Avideon helps organizations improve their performance through the analysis of existing organizational problems and development

of plans for improvement primarily using the Salesforce.com platform.

sales@avideon.com (888) 368-1237 © AvideonCRM LLC

Technology Partners

Agenda

How do you know? Questions…Characteristics of CRM-Driven Business

Terminology

Where is CRM going?CRM Enterprise power by Social Media

How did we get here?

Common Pitfalls in CRM

CRM© AvideonCRM LLC

Customer Relationship Management

INCLUDING

SALES© AvideonCRM LLC

SFA : Sales Force Automation

MARKETING

Integrated Marketing Automation Lead Management/NurturingSocial InteractionsQualified Leads

SERVICE

Service Automation Case ManagementVOIP Integration

FINANCE

Back-office Integration360-view of the customer

CLOUD© AvideonCRM LLC

aka. The Web

IN THEIN THE

Collectivelygenerating

Business Intelligence

AcceleratingBusiness

Not just reporting on business.

Customers feeling

Important!© AvideonCRM LLC

Online

Accessible

Enabling

Visibility. Access. Intelligence.

What are the Characteristics of

a CRM-driven Business?

“If we are all looking at the same numbers, we’re going to make those numbers look better …sales, marketing, finance, operations, HR, etc.”

Transparency

Less variation in the pipeline.

Greater accuracy.

More accountability, more often.

Better sales process.

A Tighter Forecast

Transparency

Who is doing the best job?Give ‘em the ball. Quantify performance metrics.View Resource Effectiveness.Less variation among resources.

Top Performers Shine

Transparency > Tighter Forecast

Quantify service metrics.

Identify service level trends.

View service level effectiveness.

Less variation in service.

Enhance the Service Delivery model.

Transparency > Tighter Forecast > Top Performer Shine >

Throughout the customer lifecycle – harness your collective intelligence to increase revenue and profitability.

Leverage Client Interaction at every touch point.

Transparency > Tighter Forecast > Top Performer Shine > Enhanced Delivery Model >

Reports and Dashboards

At-A-Glance

2-3 clicks to substance

Transparency > Tighter Forecast > Top Performer Shine > Enhanced Delivery Model > Leverage Every Touch Point

Accelerate Growth with Business Intelligence

Transparency > Tighter Forecast > Top Performer Shine > Enhanced Delivery Model > Leverage Every Touch Point > Accelerate Growth and Business Intelligence

? Considering this…Ask your company…

How do you track information on your prospects and customers?

What information do you gather to adequately plan for future demand?

What does your partner ecosystem look like? How do you collaborate?

How do you manage your OEM relationships?

How do you handle customer support issues?

How are you managing RMAs (Return Materials Authorization)?

How do you manage customer product/feature requests?

CRM should address these

questions.© AvideonCRM LLC

Step Back

How did we get here? Where is it going?

1960’s Mainframe Computing

1990’s Desktop

Cloud Computing

2000’s Mobile Cloud

Computing

2010’s Social

Revolution

1970’s Mini Computing

1980’s Client/Server Computing

Data Management

Business Logic Apps

Process Automation

Web Apps

Mobile Apps

Social Apps

Ten Year Computing Cycles10X more users with each cycle

Social

Revolution

How many of you use Social Networks for Business?

Twitter, LinkedIn, Facebook…

Source: Comscore, June 2011

2007 2008 2009 2010 2011

Social Users

Email Users

1.1billionsocial users

Social Revolution: Social Networking Surpasses Email

Rest of the Web

Sources: Ben Elowitz, Wetpaint / comScore

Social Revolution: The Web is Shrinking, Social is Growing

Source: Gartner Research; Smartphone, Tablet, and PC Forecast, December 2010.

1.6 billionmobile devices by 2013

Desktop

2007 20082009 2010 2011E 2012E

Laptops

Smartphones

Tablets

Device Growth

Social Revolution: Next Generation Devices Changing How We Access the Web

Social Revolution: Employees Forcing an Unprecedented Pace of Change

Listen & Analyze

Social Marketing

Product & Partners

Collaborate

Service &Engage

Integrate, Automate

and Extend

Connect & Sell

CustomersEmployee-Facing

NetworksCustomer-Facing Networks

Enterprise CRM

State of the Art Enterprise CRMIn a Social Revolution

Logic/data PortabilityAny DeviceUbiquitous

No HardwareNo Software

Automatic UpgradesPay-as-you-goMany Learning Resources

DemocraticCollaborativeEconomical

Everyone

The Platform: Multi-tenant Cloud Computing is the Core of the Enterprise CRM in a Social Network

Customer Profile

It starts with a Customer Profile

What do they ‘like’?

Where are they?

What are they saying?

How influential are they?

Who are they connected to?

Knowing Who They Are and What They “Like”…

CustomersPartners

Point of Sale (POS) Data

Add All Your Data Sources To Complete The Customer Profile

Back Office

1010101010101010110101010101011010101010101101010101010101010101010101010101010101010101010

The Employee-facing CRM

Collaborate

Service &Engage

Integrate, Automate &

Extend

Connect & Sell

Employee Network

Enterprise CRM

Customer Social Networks & Partner/Product Portals

The Customer-facing CRM

Listen & Analyze

Web/Social Marketing

Product & Partners

Integrate, Automate &

Extend

Enterprise CRMSales

Enterprise CRMSalesConnect

& SellConnect

& Sell

Enterprise CRM

Sales: Connect and Sell

Empower Your Sales Organization with the Enterprise CRM

World’s #1 Sales Application

Accounts & Contacts

Opportunities

Collaboration

Workflow

Analytics

File Sharing

Average Percentage Improvements Reported by Customers

Enterprise CRMService

Service & EngageService

& Engage

Support: Service and Engage

16,000+ Companies

Third-party Research of Average Improvements Reported by Customers

Social Monitoring

Contact Center

Dashboards & Reports

Agent Collaboration

Knowledge

Communities

Customer Service for the Social Enterprise

Service Cloud: Bring Your Customer Service into the Employee Social Network

CRM EnterpriseIntegrated

Automate & Extend250,000 Apps on the Salesforce.com AppExchange

Email / Web / Lead Nurturing / Finance / Back Office-ERP

Automate & Extend250,000 Apps on the Salesforce.com AppExchange

Email / Web / Lead Nurturing / Finance / Back Office-ERP

Cloud: Integrations

Smarter Decisions made as a Team Partnering with Clients

Measure What Matters

Share & Collaborate on Metrics

Anyone Can Get Insights Fast

Supply ChainAutomation

CustomerPortal

PartnerPortal

Collaborate

FieldService

Products

Listen & Analyze

CustomerSupport

Customer Sales

Channel Sales

The Customer

CLOUDState of the Art – Enterprise CRM

Real-Time Cloud Solutions for High Tech Hardware & Electronics Manufacturing

ExecutiveTeam Operating

Expenses OFR/OTDLeading

InnovationsLeads by Source

ClosedBusiness Sales Pipeline

Revenue Trends

CustomerSatisfaction

Support Channels

Vision, Values, Metrics

ExecutiveTeam

Supply Chain Marketing Sales Service

SupplierManagement

Materials Planning

Purchasing

Receiving

Workforce Management

Inventory Management

Production Planning Shipping

Lot and Asset Tracking

InnovationManagement

Product Dev & Quality

Launch Management

CampaignManagement

Search Marketing

Social Media

Content Management

Web SitesMulti-channel

Marketing

Key AccountManagement

Trade Fund Management

TerritoryManagement

Productivity Best Practices

Partner Management

eCommerce

Order CaptureCustom Products

Sample Requests

Call Center

Customer Portal

Knowledge Management

WarrantyManagement

Community Management

FieldService RMAs

Operating Expenses OFR/OTD

Leading Innovations

Leads by Source

Revenue Trends

Support Channels

Finance & HR

ExecutiveTeam

BillingGeneral Ledger

& BudgetingCash

Management AP/ARPatent

TrackingEmployeeHelpdesk

PerformanceManagement

Time-offManager

VolunteerTracking

RecruitingManagement

SupplierManagement

Materials Planning

Purchasing

Receiving

Launch Management

CampaignManagement

Search Marketing

Social Media

Content Management

Marketing

TerritoryManagement

Partner Management

eCommerce

Sample Requests

Call Center

Customer Portal

WarrantyManagement

FieldService RMAs

Leading Innovations

Leads by Source

Revenue Trends

Support Channels

InformationTechnology

Finance & HR

ExecutiveTeam

BillingGeneral Ledger

& BudgetingCash

Management AP/ARPatent

TrackingEmployeeHelpdesk

PerformanceManagement

Time-offManager

VolunteerTracking

RecruitingManagement

SupplierManagement

Materials Planning

Purchasing

Receiving

Launch Management

CampaignManagement

Search Marketing

Social Media

Content Management

Marketing

TerritoryManagement

Partner Management

eCommerce

Sample Requests

Call Center

Customer Portal

WarrantyManagement

FieldService RMAs

IT HelpdeskAsset

ManagementPortfolio

ManagementProject

Management GovernanceOperations

ManagementChange

ManagementAgile

DevelopmentVendor

ManagementQuality

Assurance

Leading Innovations

Leads by Source

Revenue Trends

Support Channels

Enterprise CRM is powerful, but complex.

2009 Forrester Research presents evidence that 47% of CRM projects fully meet expectations.

2009 Forrester: In a report titled, Answers To Five Frequently Asked Questions About CRM Projects, Forrester Vice President and Principal Analyst, Bill Band, presents evidence that under 50% of CRM projects fully meet expectations.

CLOUDY?

What’s your forecast?

53% feel CRM is not meeting expectations.

Avoid or fix common pitfalls in CRM deployment

Clearly define business process, goals and objectives.

Expect 50% of an effective CRM deployment to be focused on clearly understanding your business process.

Align Business Process with CRM Deployment

CRM technology does not replace effective management and business process.

Describe effective CRM as critical to their success.Effective on-boarding andOngoing training important

Strive for Confident Users

Data quality increases confidence.

Demand Validated Accurate Data

No dupes. No garbage. No Clutter. Empower confident users to keep data clean.

Keep Data Clean

Sales, Marketing and Service

Identify and Deliver Business Intelligence

Have you had these frustrations?

How do you identify the issues?.

Ask your team

Does our CRM

improve forecast variability?

Does our CRM improve service

level commitments?

Does our CRMimprove lead

conversion ratios?

Does our CRM identify actual sales

variability in real time?

Does our CRM identify actual

service level in real time?

Does our CRM reduce time to

escalate real sales and service need?

Pick your battle, Fix it.

Develop Confident UsersSet Data Quality ExpectationsReduce VariabilityDemand Business Intelligence

Effective CRM

Should be accelerating your business, not simply reporting on it.

Marketing

Support

Questions? Thank you.

Rich Wiklund, CEO, AvideonCRM rwiklund@avideon.com

View the presentation online here at SlideShare.net, or by scanning the QR Code with your smart phone or tablet.

IMTSedu Webinar: Focus on Customer Relationship Management

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