CRM AND CRISIS MANAGEMENTZoran Kuret, Alfa24, BiH

CRM

Customer relationship management (CRM) is a system for managing a company’s interactions with current and future customers.

CRM CORE MODULES

Marketing Sales Customer Service

SIMPLE ?

OR NOT SO SIMPLE ?

WHAT IS CRM ?

Contacts All contacts in one place Categorization Quick search

Activities All activities in one place Activities related to contacts and other

objects Quick search and big picture overview

LEADS

STANDARD CRM PIPELINE

LEAD LIFECYCLE

IDEA – MEETING – NEEDS – PROPOSAL – CONTRACT

CRISIS MANAGEMENT

1. Quickly gain awareness of the nature and scope of the crisis

2. Quickly gather information to respond3. Quickly deliver relevant information4. Quickly assess the quality of

information5. Quickly respond to ongoing changes

UNIVERSAL CRM CONCEPT

CUSTOMERS –> PEOPLE, HUMANITARIAN INSTITUTION, GOVERNMENT INSTITUTIONS, VOLONTEERS...

LEADS-> COMPLAINTS, REQUEST FOR HELP, FLOOD, RESCUE MISSIONS, HUMANITARIAN NEEDS

CONTACTS

1. CRISIS INFORMATION SOURCES

Internal, from people on the field

Phone calls E-mails, Social networks Media news etc...

CRISIS INFORMATION

2. RESPOND TO CRISIS

Status and duration of the crisis

Shelter locations Main contact information Safety precautions Food and water supply information

‘OBJECT’ LIFECYCLE TO MONITOR

Road conditions Food and water delivery

Water level Water protection facilities

3. RELEVANT INFORMATION DELIVERY

To people assisting in crisis To media To public Using multiple channels Optimal efficiency

CRM IN CRISIS – HOW TO IMPLEMENT IT ? Single, integrated CRM system Well trained user community Interface to a public Web portal Automated communication procedures Simple, efficient and reliable Integration, integration, integration... Long term investment and part of a

strategy

CRM MARKET

CRM MARKET

BIG PLAYERS Microsoft SalesForce SAP CRM

SME SOLUTIONS SOHO HIghRise

OPEN SOURCE SugarCRM vTiger Splendid

WHAT IS IMPORTANT ?

Simple Flexible Affordable Good support

HOW MUCH DATAIS GENERATED IN ONE MINUTE ? ?

QUESTIONS ?

THANK YOU FOR YOUR ATTENTION !