BAASS Connect 2013- Where CRM Works Inside a Business

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Designed for both the novice or avid user of Sage CRM, join our session to unveil the roadmap of success for a …

Designed for both the novice or avid user of Sage CRM, join our session to unveil the roadmap of success for a
CRM solu􀆟on in your business.Understand how CRM delivers business benefits while exploring the key question of “how” it can benefit your business. By discussing common business challenges amongst varying industries, our team will take you through various role perspectives in
your organization and share the keybenefits for each.

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  • Where CRM Works Inside a Business
    "Designed for both the novice or avid user of Sage CRM, join our session to unveil the roadmap of success for a CRM solution in your business. Understand how CRM delivers business benefits while exploring the key question of “how” it can benefit your business. By discussing common business challenges amongst varying industries, our team will take you through various role perspectives in your organization and the key benefits for each. From the accounts personnel to the CEO, we’ll showcase the key components for each of your cross functional departments. "
    [audience= accounts personnel, not CxO]
    30 minute session comprising:
    5” -: A potted history of CRM – where it comes from, where it’s been, where it’s going (re-use keynote material, if appropriate)
    10” -: Understanding how CRM delivers business benefit
    -why business have system challenges
    -how to think about your company & quantify the problems
    15” -: BAASS CRM customer as guest speaker to talk of their experiences & recommendations
  • Speak to the audience about:
    Setting the story about what CRM is all about today. (illustrating how we have moved on from the earlier slides (Rolodex, etc.))
  • Speak to the audience about:
    Where has CRM come from?
    CRM started with a simple, contact management in the form of Rolodex. With the advent of MS Outlook and the evolution of contact management systems, sales reps were able to better manage their contacts and customer information but soon wanted more. Sales Force Automation enabled sales teams to manage leads and opportunities better, to track their progress against targets and to create forecasts more easily.
    Sales Force Automation extended beyond the Sales Dept with Marketing automation for the Marketing team (to improve lead management and enable the calculation of cost per lead and marketing RoI) and Customer Service and Support automation for the Customer Service dept. (to improve customer satisfaction, monitor SLAs and reduce customer support costs). Before long, SFA had evolved into CRM.
    Full Suite CRM combines sales, marketing and customer service automation to provide a complete view of the business. Initially the domain of the larger enterprises, Sage, as leader in business management software for the SMB, pioneered CRM for SMBs and today offers a choice of CRM solutions to meet every and all SMB needs.
    CRM has continued to evolve from an internal system to an external system that can be extended outside the organisation to suppliers, partners and customers. The growth in the web and self-service sites for customers has driven online customer collaboration, and leading CRM systems such as Sage CRM enable third parties to service their own information needs and requirements (e.g. order or delivery status) via secure self-service portals. By integrating with existing back office systems, Sage CRM can provide a complete view of the business across front and back office, providing better business insight and management.
  • Speak to the audience about:
    Many companies have information stored in disparate data sources and are unable to bring them together in a holistic way. By keeping data in silos - as many SMBs do as their businesses grow - users are unable to get a unified picture of the business. This presents difficulties for all types of users but in particular managers that are unable to get a view of their entire business because information is spread across organisation.
    Therefore, SMBs should look to bring these data sources together through technology like CRM. Using CRM allows these data sources to be brought into a single system to provide all users with access to all relevant information. In turn this allows managers and business owners to get a much more holistic view of their business across marketing, finance, customer services or sales.
  • Speak to the audience about:
    Particularly when companies generally are in more competitive times, there are leaner competitors out there, marketing is becoming smarter & customers expect to be recognised, profiled, etc.
  • Speak to the audience about:
    This is a pause slide --- to say “now, let’s think about your business priorities” ---- and we will look at this along a 3 step continnum
  • Speak to the audience about:
    When you acquire customers --- how much does it cost per sale? Do you know? Do you understand your most profitable customers / sectors / etc? Can you direct your spending more appropriately?
    Do you have these challenges as shown on the screen? Use this slide as a chance to question the audience.
  • Speak to the audience about:
    When you look after customers --- how much does it cost per customer? Do you know? Do you understand your most profitable customers / sectors / lines of business, etc? Can you direct your support spend more appropriately --- some to telephone, some to the web, some to competitors?
    Do you have these challenges as shown on the screen? Use this slide as a chance to question the audience.
  • Speak to the audience about:
    When you look after your own business --- Do you know what’s going on? Have you got this sort of data? How long does it take you to collate it ? How fast can you react?
    Do you have these challenges as shown on the screen? Use this slide as a chance to question the audience.
  • Speak to the audience about:
    Ask them to question / think about their own business. Where & what are the processes that are not working as well as they could be? How much time & money is it costing? How are competitors in their market doing better, why & where? What does this mean to their long term competitiveness, customer satisfaction (etc.)?
    Speak to the BAASS approach to helping build the business case / flesh out the requirements / what you have done for other customers and more.
  • Speak to the audience about:
    Use this slide to prompt business option thinking
  • Give example of CBS – Self Service – view invoices (amount owed) online. Reduced call volume by 20%, reduced call centre staff by 5 employees
    Workflow Notifications when important data events happen – reduce time for issue resolution. Identify potential problems in the company much quicker.
  • Back to David Beard and/or a BAASS spokesperson to wrap-up this session
  • Speak to the audience about:
    The history and validated proposition that is Sage CRM --- 12 years in market, customers large & small, across many industries
  • Speak to the audience about:
    With these points as the market messages
  • Speak to the audience about:
    And the benefits you gain in joining together accounts AND other systems to achieve that single customer journey

Transcript

  • 1. Where CRM Works Inside a Business Presented By: David Beard CRM Principal at Sage Zainab Salihi CRM Practice Leader at BAASS
  • 2. What is CRM? 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.
  • 3. Evolution of CRM Sales force automation CRM Contact and Calendar Management Rolodex Extended enterprise collaboration
  • 4. Silos of Information Outlook Marketing Remote Workers Finance CRM Sales
  • 5. 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
  • 6. What are your business challenges?
  • 7. Acquiring … “I need to be able to calculate the cost per lead or click easily and accurately.” “I want to optimise 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
  • 8. 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
  • 9. 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
  • 10. What about your business ? What are your latent 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?
  • 11. Building the case .. /2 Things to think about Top line improvement by: Bottom line improvement by: •Increasing lead volume by sales •Increases in business close rate •Reducing marketing budget •Reducing sales travel and •Reducing the length of the sales cycle •Improving the opportunity close rate •Increasing average contract value •Increasing the contract renewal rate expense •Reducing staff costs through productivity improvements
  • 12. Building the case .. /3 Putting CRM to work • Let’s describe real world examples of how BAASS has put CRM to work for our customers. – Top Line and Bottom Line improvements as a result
  • 13. Companies like you with BAASS
  • 14. The Sage CRM Enabler
  • 15. 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
  • 16. The Sage CRM Enabler /2 • 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
  • 17. The Sage CRM Enabler /3 • Eliminates duplication of efforts and data corruption • Fosters collaboration and Improves communications across business units • Accelerates customer responses to inquiries and Increases quality of information
  • 18. For companies like you … Automotive Technology/ Software Services/ Retail Membership Organisations Health/Sport /Leisure
  • 19. 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
  • 20. Thank you! Talk to your Account Manager, email or visit our booth for more information
  • 21. Where CRM Works Inside a Business Presented By: David Beard CRM Principal at Sage Zainab Salihi CRM Practice Leader at BAASS