BAASS Connect 2013 Why More Than Ever, CRM Matters For Every Business
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20-Oct-2014 -
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Transcript of BAASS Connect 2013 Why More Than Ever, CRM Matters For Every Business
Why, more than ever, Why, more than ever, CRM matters for every businessCRM matters for every business
Presented By: David BeardPresented By: David Beard CRM Principal at SageCRM Principal at Sage
CRM
RolodexSales force automation
Extended enterprise collaboration
Contact and Calendar Management
Evolution of CRM
CRM
Outlook Marketing Remote Workers Finance Sales
Silos of Information
Increase Sales ProductivityImprove Sales Opportunities and Increase Close Rates
Optimize Marketing Spend and Maximize ROI
Enhances Customer Experience and Deliver Excellent Service
Reduce Costs by Automating Processes and Delivering Better Service
The Business Value
Automated processes – less human errors, less administrative time, less paperwork, less duplication of work
Improved customer service – less returns, less attrition, better responses
Better customer insight – effective marketing with quality information
Specifically, in Times of Need
Customer Relationship Management (CRM) is a set of strategies and processes designed to manage customer relationships.
It involves acquiring and developing knowledge about your customers and using this information to improve customer satisfaction and retention.
Why CRM now?
CRM is now a “must have”–For many companies IT-enabled marketing, sales, and customer service is a source of competitive advantage
Why CRM now?
CRM embraces new technology–Mobile, social media and e-marketing are increasingly important
Why CRM now?
CRM delivers ROI
–CRM delivers ROI in 12 months, for example by:
• Improving connectivity with customers• Allowing cross-selling with existing
customers• Improving customer satisfaction• Reducing marketing service costs.
Why CRM now?
Marketing is becoming a key sales driver:
“The marketing function is seeing the biggest boost in interest and spending post recession... the Chief Marketing Officer is under pressure to support improved digital marketing and to address the need for social media marketing.”
Gartner
Why CRM now?
What are your business challenges?
“I need to be able to calculate the cost per lead or click easily and accurately.”
“I want to optimize my marketing spend by reaching out to as many prospects as possible, especially through social networks.”
“I’d like to improve the quality of the campaigns and increase sales leads.”
Marketing
Acquiring …
“Sometimes it is hard to service customers because we don’t have a documented history of their previous calls.”
“Our processes are not automated so cases sometimes are not fully resolved.”
“We want to give great service but we lack actionable real time information.” Customer
Services
Supporting …
“I need analytics tools to help me monitor the state of my business and measure performance metrics.”
“I need to stay accessible to my top customers and know their business inside out.”
“I want to see how the company is delivering on customer service.” Managers
Monitoring …
What are your hidden business issues - can you really expose the root causes?
What’s the cost of not solving these issues?
How can BAASS help you build a credible case for change?
Customers
What about your business ?
Surface hidden business challenges
Quantify cost of not solving,
Build high level ROI / investment case
Investigate further with functional leaders
Sales
Marketing
Service
Owner/Manager
Address functional issues
Drill down into detail
Build an investment case
Articulate a call-to-action
Building the case ..
Top line improvement by:
•Increasing lead volume by sales•Increases in business close rate
•Reducing the length of the sales cycle•Improving the opportunity close rate
•Increasing average contract value•Increasing the contract renewal rate
Bottom line improvement by:
•Reducing marketing budget•Reducing sales travel and expense•Reducing staff costs through productivity improvements
Can we help you think about it?
Building the case…
Front Office
Back Office
Data–Non-financial–Interactional–Qualitative–Largely Unstructured
Data– Financial– Transactional– Quantitative– Largely Structured
Tasks– Business
Development– Demand
Creation– Customer
Service and Retention
Tasks– Transaction
Processing– Budget
Management– Cashflow
Management– Reporting
Staff– Sales– Marketing– Customer Care
Staff– Finance– Admin– Senior
Stakeholders
Focus– Revenue
Generation– Outward
Looking– Collaborative
Focus– Cost Control– Performance
Measurement– Compliancy– Inward Looking– Insular
Departmental silos of informationUnnecessary administrative overheadVerbal sign off requirementsProcess duplicationNegative impact on customer satisfaction
Building the case ..
The Sage CRM Enabler
Builds on 30+ years of SMB heritage to deliver a CRM solution that is optimised to the needs of SMBs.
For 15,000 customers, 250k users , 70 countries
Easy to use and customise to adapt to your business
The Sage CRM Enabler
• Powerful tool to manage customer relationship and gain customer insight
• Easy to use & Fast to deploy • Scales up as needed to meet company’s
growth needs• Cost Effective
The Sage CRM Enabler
• Eliminates duplication of efforts and data corruption
• Supports end-to-end data strategy including mobility and social media
• Fosters collaboration and Improves communications across business units
• Accelerates customer responses to inquiries and Increases quality of information
The Sage CRM Enabler
Informative PeopleEffective ProcessesInvaluable Technology
Increased ProductivitySatisfied CustomersReduced Costs
The Sage CRM Enabler
Automotive
Membership Organisations
Technology/ Software
Health/Sport
/Leisure
Services/ Retail
For companies like you …
“60% efficiency gains have been achieved across the entire business”.Ayda Hornak, Infrastructure and Innovation Manager, Waivestar Group
“…within three to four months of implementing the new system, we were able to achieve fifty per cent growth in the business.”
Steve Cumper, Founder, Medshop
ROI on the new system was achieved within 17 months. “Overcoming the account keeping overhead linked with duplication has saved us $55k per year in audit activity.”
Ian Lindgren, Chief Executive Officer, PayMe
“The software can take some credit for an 8 per cent improvement in customer satisfaction ratings as well as revenue growth.”
Chakri Wicharn, Information Manager, Fuji Xerox, Thailand
That gain measurable success …
Companies like you with BAASS
Why, more than ever, Why, more than ever, CRM matters for every businessCRM matters for every business
Presented By: David BeardPresented By: David Beard CRM Principal at SageCRM Principal at Sage [email protected]@sage.com