Start Now CRM Solutions Growing the business through customer focus.
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Transcript of Start Now CRM Solutions Growing the business through customer focus.
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Start Now CRM SolutionsStart Now CRM SolutionsGrowing the business through customer focusGrowing the business through customer focus
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IT Problems?IT Problems?
Is your sales performance suffering from…Is your sales performance suffering from… Continued flat revenue, key customer losses, or competitive sales losses Lack of a common sales tool to reinforce best practices sales processes Inability of sales teams to collaborate effectively on sales situations and
key sales events Time-consuming or inefficient forecasting, pipeline analysis, etc. Loss of sales data when sales representatives leave the company
……you need CRM, and you shouldyou need CRM, and you should Start Now!Start Now!
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Customer Relationship ManagementCustomer Relationship Management
CRM is associated with… gathering, maintaining, and managing information about customers strengthening the customer relationship more effective management of customers automating some aspects of the customer relationship a means of identifying and managing the most profitable customers
Most business people reference "customer care" or "customer satisfaction", and are unfamiliar with "CRM".
IBM January, 2000
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Global Business PrioritiesGlobal Business Priorities
Growing the business through customer focus and Growing the business through customer focus and leadership is the most widely held global business priorityleadership is the most widely held global business priority
Be perceived as an industry leader by your customersExpand your company's customer base
Increase company-wide focus on the customerBetter differentiate your company from its competition
Improve effectiveness of new customer acquisitionImprove complaint resolution
Improve ability to react to market changes
10% 20% 30% 40% 50% 60% 70% 80%
Lower Moderate Higher
Global CRM Wants & Needs ResearchIBM/Marketing & Planning Systems, September, 2000
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InfrastructureInfrastructure
Primary e-business Solutions Primary e-business Solutions
On-line MarketingOn-line Marketing Customer self-serviceCustomer self-service On-line supportOn-line support On-line salesOn-line sales
CustomersCustomers
SuppliersSuppliers
e-businesse-business
BusinessBusinessOperationsOperations
Customer Customer RelationshipRelationshipManagementManagement
SupplySupplyChainChain
ManagementManagement
Inventory Mgt.Inventory Mgt. ProcurementProcurement ForecastingForecasting LogisticsLogistics
Business IntelligenceBusiness Intelligence Internal tracking/ reportingInternal tracking/ reporting Development collaborationDevelopment collaboration Human ResourcesHuman Resources
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Planned e-business adoptionPlanned e-business adoption
SolutionSolutionSizeSize
$B$BGrowthGrowth
(YTY)(YTY)
e-commercee-commerce 6.36.3 48%48%
CRMCRM 9.39.3 35%35%
Business Business IntelligenceIntelligence 6.06.0 15%15%
Supply ChainSupply Chain 4.94.9 29%29%
- IBM Research Snapshot
Primary solutions
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Start Now CRMStart Now CRM
x-x-SeriesSeries
Enablement KitEnablement Kit & Marketing Tools& Marketing Tools
……powerful sales and customer relationship management, from $45,000* powerful sales and customer relationship management, from $45,000*
Contact Mgt.Contact Mgt. Opportunity Mgt.Opportunity Mgt. Knowledge Mgt.Knowledge Mgt.
Windows 2000Windows 2000 LinuxLinux
Services Hours = 100 hours Services Hours = 100 hours
SametimeSametimeSametimeSametimeLotus
*All prices are US Dollars and subject to Business Partner adjustment (based on 10 Sales personnel)
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Relavis eBusinessStreamsRelavis eBusinessStreams
Proven CRM solutions since 1993Proven CRM solutions since 1993 More than 500 implementationsMore than 500 implementations Winners of six Lotus Beacon AwardsWinners of six Lotus Beacon Awards Serve more than 100,000 people across 6 continentsServe more than 100,000 people across 6 continents Domino-based CRM leader with OverQuotaDomino-based CRM leader with OverQuota Eighth company worldwide to achieve IBM Certified Eighth company worldwide to achieve IBM Certified
for e-businessfor e-business
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Collaborative SalesCollaborative Sales
Value added team sellingValue added team selling Account managementAccount management Up-sell & cross-sellUp-sell & cross-sell Best practicesBest practices Technical pre-salesTechnical pre-sales Lead managementLead management Sales processSales process Cross-function account historyCross-function account history Cross-function lead Cross-function lead
developmentdevelopment ……, etc., etc.
SalesSalesActivitiesActivitiesProspectsProspects
$Revenue$Revenue
CustomersCustomersCustomersCustomers
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Relavis eSalesRelavis eSales
Collaborative Account Mgt.Collaborative Account Mgt. Contact Management Organization Profiling Activity Management Integrated e-mail & calendar
Opportunity ManagementOpportunity Management Automated Forecasting Pipeline Management Sales Process Management
Integrated Sales LibraryIntegrated Sales Library Standard communications Competitive & product
information
SalesSalesActivitiesActivitiesProspectsProspects
$Revenue$Revenue
CustomersCustomersCustomersCustomers
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Comprehensive View of CustomersComprehensive View of Customers
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Sales HistorySales History
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Coordinate Sales ActivitiesCoordinate Sales Activities
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Track and Forecast OpportunitiesTrack and Forecast Opportunities
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Manage leads and InquiriesManage leads and Inquiries
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Implement a Formal Sales ProcessImplement a Formal Sales Process
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Comprehensive Reporting ToolsComprehensive Reporting Tools
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Customer BenefitsCustomer Benefits
Relavis eSales provides:Relavis eSales provides: Shared customer, account, and contact information Lead identification, tracking and follow-up Facilitation of the sales process and target opportunity analysis Up-to-date repository for selected sales documents Ability to issue targeted mass mailings easily A uniform calendar and scheduling tool across the organization Improved account retention by tracking and sharing client activities
Start Now provides:Start Now provides: Rapid deployment of a CRM solution Immediate results of package benefits Knowledge transfer from the IBM Business Partner to the customer’s staff Minimized cost of deployment while maximizing benefits
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Find more information…– Check out the IBM Web site for Small and Medium Businesses– White papers:
IBM Start Now Solutions for e-business
– Detailed information on IBM Start Now CRM components– Contact a qualified IBM Start Now Business Partner
www.ibm.com/software/smbwww.ibm.com/software/smb
Start Now!Start Now!
What should you do next?What should you do next?