BAASS Connect 2013 Why More Than Ever, CRM Matters For Every Business


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BAASS Connect 2013 Why More Than Ever, CRM Matters For Every Business

  1. 1. Why, more than ever, CRM matters for every business Presented By: David Beard CRM Principal at Sage
  2. 2. Evolution of CRM Sales force automation CRM Contact and Calendar Management Rolodex Extended enterprise collaboration
  3. 3. Silos of Information Outlook Marketing Remote Workers Finance CRM Sales
  4. 4. The Business Value Increase Sales Productivity Improve 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
  5. 5. Specifically, in Times of Need 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
  6. 6. Why CRM now? 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.
  7. 7. 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
  8. 8. Why CRM now? CRM embraces new technology – Mobile, social media and e-marketing are increasingly important
  9. 9. 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.
  10. 10. 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
  11. 11. What are your business challenges?
  12. 12. Acquiring … “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
  13. 13. Supporting … “Sometimes it is hard to service customers because we don’t have a documented history of their previous calls.” “We want to give great service but we lack actionable real time information.” “Our processes are not automated so cases sometimes are not fully resolved.” Customer Services
  14. 14. Monitoring … “I need analytics tools to help me monitor the state of my business and measure performance metrics.” “I want to see how the company is delivering on customer service.” “I need to stay accessible to my top customers and know their business inside out.” Managers
  15. 15. What about your business ? What are your hidden business issues - can you really expose the root causes? What’s the cost of not solving these issues? Customers How can BAASS help you build a credible case for change?
  16. 16. Building the case .. Surface hidden business challenges Quantify cost of not solving, Marketing Owner/Manager Address functional issues Build high level ROI / investment case Sales Investigate further with functional leaders Drill down into detail Build an investment case Service Articulate a call-to-action
  17. 17. Building the case… Can we help you think about it? Top line improvement by: Bottom 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 Reducing marketing budget Reducing sales travel and expense Reducing staff costs through productivity improvements
  18. 18. Building the case .. Data Front Office – – – – Tasks – Non-financial Interactional Qualitative Largely Unstructured – – Business Development Demand Creation Customer Service and Retention Staff – – – Sales Marketing Customer Care Focus – – – Revenue Generation Outward Looking Collaborative Negative impact on duplication Unnecessary administrativesatisfaction Departmental silos of information Verbal sign off requirements Process customer overhead Data Back Office – – – – Financial Transactional Quantitative Largely Structured Tasks – – – – Transaction Processing Budget Management Cashflow Management Reporting Staff – – – Finance Admin Senior Stakeholders Focus – – – – – Cost Control Performance Measurement Compliancy Inward Looking Insular
  19. 19. The Sage CRM Enabler
  20. 20. 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
  21. 21. 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
  22. 22. 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
  23. 23. The Sage CRM Enabler Informative People Effective Processes Invaluable Technology Increased Productivity Satisfied Customers Reduced Costs
  24. 24. For companies like you … Automotive Technology/ Software Services/ Retail Membership Organisations Health/Sport /Leisure
  25. 25. That gain measurable success … “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
  26. 26. Companies like you with BAASS
  27. 27. Why, more than ever, CRM matters for every business Presented By: David Beard CRM Principal at Sage