Happy Hour - July 2014
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Transcript of Happy Hour - July 2014
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/CosmicUK
@Cosmic_UK
CRM11th July
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Tech Updatewith
James Bull
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Fire Phone• Firefly Technology• Dynamic Perspective• Mayday• 13 MP Camera with OIS
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Oneplus One• 64GB internal storage - £269• 4G LTE• Quad core Snapdragon 801
processor• 3GB RAM• 1080p Display• 13MP camera• CyanogenMod OS
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Google Cardboard• The Cheapest Virtual Reality
Headset available• Turns your phone into a VR
device• Made from readily available
materials
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Android L• Improved notifications• Project Volta• Interlocking apps• New Design
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IOS 8• Photos on all devices• Upgraded Messages• Notifications• Smarter Keyboard• Family Sharing
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CRM
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Do you know the value of each customer?
Do you follow up every sales lead?
Can you track sales-to-marketing easily?
Do your staff communicate effectively about client intelligence?
Can you track your sales pipeline?
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What is a CRM system?
Benefits of CRM
Key functions
Main CRM systems
Top tips for implementation
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Customer Relationship Management • Model for mapping company’s interactions
with current and future customers
Customer Relationship Management “System”• Technology to track, record and store
customer data and interactions• Data mine the information to increase
customer relations
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CRM Model
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ROI – on average £5.60 for every £1 spent on CRM implementation
CRM can increase revenue 41% increase revenue per sales person
27% increase is customer retentionEfficiencies of sales and marketing budgets by
23%
Business Benefits
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Customer at the heart of the activity
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• Contacts database– Contact details - name, address, telephone, email,
social media, etc.– Relationship mapping inside customer’s business– Point of contact & decision makers– Aggregate contact history– Subscriptions and membership management– Input once
• update across staff and business• update across integrated systems
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Sales process & automation2
• Multi form input • New leads auto assigned• Sales tasks automated• Quotations created,
stored • Pipeline quotes reported• Sales activities reported
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Customer support 3
– Reduce service response times– Improve customer resolution– Increase self service– Pull team together around customer
care
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• Track and measure campaigns• Cross channels - email, SM, SEO, PPC, telephone,
mail• Track clicks, responses, leads and deals
• Campaign automation• Campaign management• Campaign reporting
Marketing process & monitoring 4
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Serco InternalSerco Internal
• Social media & monitoring
• Brand listening• Scheduling social
media
Social media & monitoring5
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Serco InternalSerco Internal
• Internal• Staff
conversations• Task assignment• Sharing news
on deals• Keeping
everyone in the loop
• Collaboration
Internal communications6
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CRM Platforms
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Free for 2 users
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Integrates really well with other software• Xero• Mailchimp• Google Apps• Free up to 2 users• Simple easy to use • Great interface
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Starts £45
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6.3% share of marketplace
3.5m licences 2013
Fully integrates with Microsoft stack – Outlook – built in
Good UI
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ConsiderationsDo you have time to implement it?Do you need every single feature?Is it easy to input or transfer your data?
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Successful CRM implementations are
60% about people and culture…
30% business processes ….
and 10% technology