ClaritySoft CRM <ul><li>Take Control of Your Business! </li></ul><ul><li>Organize, Automate, Execute </li></ul>
Your Customer is a revenue producing asset. Doesn’t it  make sense to account for how that asset is managed and put to pro...
Agenda <ul><li>What is CRM? </li></ul><ul><li>How Can CRM Help Your Business? </li></ul><ul><li>Why Do CRM projects fail <...
Why Focus on Customers? <ul><li>Finding new customers cost 5 times more than retaining current customers. </li></ul><ul><l...
What is CRM?
What is CRM? <ul><li>CRM is about leveraging people, process and technology to optimize your interactions with your prospe...
CRM Example <ul><li>Friendly and Courteous (People) </li></ul><ul><li>Information at their fingertips (Technology) </li></...
Customer Loyalty <ul><li>Customer Satisfaction </li></ul><ul><ul><li>Overall, How satisfied are you with (brand)? </li></u...
Customer Loyalty (cont) <ul><li>Integrity </li></ul><ul><ul><li>(Brand) always treats me fairly. </li></ul></ul><ul><ul><l...
Competitors <ul><li>You have competitors working hard to acquire and retain loyal customers. </li></ul>
What Can CRM Do For You?
Get Organized <ul><li>Centralize Prospect & Customer Data </li></ul><ul><li>Capture information that helps you sell and se...
Automate Sales <ul><li>Account and Customer Management </li></ul><ul><li>Establish a consistent sales process  </li></ul><...
Stay Top of Mind <ul><li>Segment data for targeted marketing campaigns </li></ul><ul><li>Email Campaigns </li></ul><ul><li...
What Can CRM Do For You? <ul><li>Better Customer Experience </li></ul><ul><li>Better Customer Retention </li></ul><ul><li>...
Why Do CRM Implementations Fail?
Why Does CRM Fail? <ul><li>Gartner Group Estimates 65% of all CRM projects fail to deliver measurable value. </li></ul><ul...
Why Do CRM Projects Fail? <ul><li>User Adoption - #1 Cause for CRM Failure </li></ul><ul><li>Doesn’t help the end user </l...
How To Ensure A Successful CRM Implementation?
How To Succeed <ul><li>Clear / realistic vision </li></ul><ul><li>Simplicity & Usability </li></ul><ul><li>Spotlight the u...
Types of CRM Technology?
Types of CRM Solutions <ul><li>SAAS Model – Software as a service </li></ul><ul><ul><li>Advantages </li></ul></ul><ul><ul>...
Types of CRM Solutions <ul><li>On-Premise CRM Solution </li></ul><ul><ul><li>Advantages </li></ul></ul><ul><ul><ul><li>Ric...
Types of CRM Solutions <ul><li>Hybrid – Best of both worlds </li></ul><ul><ul><li>Advantages </li></ul></ul><ul><ul><ul><l...
Product Demo CRM Software Demonstration
CRM <ul><li>Creating a positive customer experience </li></ul><ul><li>Leverage customer information </li></ul><ul><ul><li>...
Customer Management Goals
What Can CRM Do For You? <ul><li>Increase Sales </li></ul><ul><ul><li>Retain and Sell More to Existing Customers </li></ul...
Most used CRM functionality <ul><li>Account & Contact Management </li></ul><ul><li>Opportunity Management </li></ul><ul><l...
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Customer Relationship Management (CRM) Overview

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Customer Relationship Management (CRM) Overview

  1. 1. ClaritySoft CRM <ul><li>Take Control of Your Business! </li></ul><ul><li>Organize, Automate, Execute </li></ul>
  2. 2. Your Customer is a revenue producing asset. Doesn’t it make sense to account for how that asset is managed and put to productive use?
  3. 3. Agenda <ul><li>What is CRM? </li></ul><ul><li>How Can CRM Help Your Business? </li></ul><ul><li>Why Do CRM projects fail </li></ul><ul><li>Successful CRM Implementation? </li></ul><ul><li>Types of CRM Solutions </li></ul><ul><li>Demo of CRM Solution </li></ul>
  4. 4. Why Focus on Customers? <ul><li>Finding new customers cost 5 times more than retaining current customers. </li></ul><ul><li>Happy Customers Tell 2-3 friends about a positive experience. </li></ul><ul><li>Unhappy customers tell 10 to 13 friends. </li></ul><ul><li>6 out of 7 customers who should complain don’t. They silently take their business elsewhere. </li></ul>Harvard Business Review
  5. 5. What is CRM?
  6. 6. What is CRM? <ul><li>CRM is about leveraging people, process and technology to optimize your interactions with your prospects and customers. </li></ul><ul><li>Objective : Acquire and retain Loyal Customers </li></ul>
  7. 7. CRM Example <ul><li>Friendly and Courteous (People) </li></ul><ul><li>Information at their fingertips (Technology) </li></ul><ul><li>Resolved My Issue (Process) </li></ul><ul><li>Up sold Me (Process) </li></ul><ul><li>Positive Customer Experience </li></ul>
  8. 8. Customer Loyalty <ul><li>Customer Satisfaction </li></ul><ul><ul><li>Overall, How satisfied are you with (brand)? </li></ul></ul><ul><ul><li>How likely are you to continue to purchase (brand)? </li></ul></ul><ul><ul><li>How likely are you to recommend (brand) to a friend/associate? </li></ul></ul><ul><li>Confidence </li></ul><ul><ul><li>(Brand) is a name I can always trust. </li></ul></ul><ul><ul><li>(Brand) always delivers on what they promise. </li></ul></ul>Customer Satisfaction does NOT equal Customer Loyalty Customer Sat + Emotional Attachment = Customer Loyalty
  9. 9. Customer Loyalty (cont) <ul><li>Integrity </li></ul><ul><ul><li>(Brand) always treats me fairly. </li></ul></ul><ul><ul><li>If a problem arises, I can always count on (brand) to reach a fair and satisfactory resolution. </li></ul></ul><ul><li>Pride </li></ul><ul><ul><li>I feel proud to be (brand) customer. </li></ul></ul><ul><ul><li>(Brand) always treats me with respect. </li></ul></ul><ul><li>Passion </li></ul><ul><ul><li>(brand) is the perfect company for people like me. </li></ul></ul><ul><ul><li>I can’t imagine a world without (brand) </li></ul></ul>
  10. 10. Competitors <ul><li>You have competitors working hard to acquire and retain loyal customers. </li></ul>
  11. 11. What Can CRM Do For You?
  12. 12. Get Organized <ul><li>Centralize Prospect & Customer Data </li></ul><ul><li>Capture information that helps you sell and service more effectively </li></ul><ul><li>Segment Data </li></ul><ul><li>Manage Activities </li></ul><ul><li>Maintain interaction history </li></ul><ul><li>Manage shared Calendar </li></ul>
  13. 13. Automate Sales <ul><li>Account and Customer Management </li></ul><ul><li>Establish a consistent sales process </li></ul><ul><li>Track your sales opportunities </li></ul><ul><li>Forecast accurately </li></ul><ul><li>Streamline quotation process </li></ul><ul><li>Focus on closing business </li></ul>
  14. 14. Stay Top of Mind <ul><li>Segment data for targeted marketing campaigns </li></ul><ul><li>Email Campaigns </li></ul><ul><li>Mail Campaigns </li></ul><ul><li>Manage mail & email templates </li></ul>
  15. 15. What Can CRM Do For You? <ul><li>Better Customer Experience </li></ul><ul><li>Better Customer Retention </li></ul><ul><li>More Repeat Business </li></ul><ul><li>More New Customers </li></ul><ul><li>More Revenue!!!! </li></ul>
  16. 16. Why Do CRM Implementations Fail?
  17. 17. Why Does CRM Fail? <ul><li>Gartner Group Estimates 65% of all CRM projects fail to deliver measurable value. </li></ul><ul><li>Meta Group estimates 55 to 70% of CRM projects fail. </li></ul><ul><li>Forrester 90% Best-In-Class companies supplement their CRM Solution with contact management software </li></ul>
  18. 18. Why Do CRM Projects Fail? <ul><li>User Adoption - #1 Cause for CRM Failure </li></ul><ul><li>Doesn’t help the end user </li></ul><ul><li>Doesn’t work the way they do </li></ul><ul><li>Complexity </li></ul><ul><ul><li>Too Much Functionality </li></ul></ul><ul><ul><li>Trying to automate too much </li></ul></ul>
  19. 19. How To Ensure A Successful CRM Implementation?
  20. 20. How To Succeed <ul><li>Clear / realistic vision </li></ul><ul><li>Simplicity & Usability </li></ul><ul><li>Spotlight the user interface- Reduce Complexity </li></ul><ul><li>Choose the right functionality for your business </li></ul><ul><li>Top of Mind Functionality </li></ul><ul><li>Insist on business leadership </li></ul><ul><li>Get the users involved </li></ul><ul><li>Clean Data </li></ul><ul><li>Start slow </li></ul><ul><li>Don’t try to do too much </li></ul>
  21. 21. Types of CRM Technology?
  22. 22. Types of CRM Solutions <ul><li>SAAS Model – Software as a service </li></ul><ul><ul><li>Advantages </li></ul></ul><ul><ul><ul><li>Low upfront cost </li></ul></ul></ul><ul><ul><ul><li>Limited IT Resources Required </li></ul></ul></ul><ul><ul><ul><li>No Additional Hardware Required </li></ul></ul></ul><ul><ul><li>Disadvantage </li></ul></ul><ul><ul><ul><li>High long term costs </li></ul></ul></ul><ul><ul><ul><li>Usability – Doesn’t work the way sales people work </li></ul></ul></ul><ul><ul><ul><li>Your business data is NOT in house </li></ul></ul></ul><ul><ul><ul><li>Internet connection required </li></ul></ul></ul>
  23. 23. Types of CRM Solutions <ul><li>On-Premise CRM Solution </li></ul><ul><ul><li>Advantages </li></ul></ul><ul><ul><ul><li>Rich User Interface – Reflects how you do business </li></ul></ul></ul><ul><ul><ul><li>Data Integration </li></ul></ul></ul><ul><ul><ul><li>You control your data </li></ul></ul></ul><ul><ul><ul><li>No Internet – No Problem </li></ul></ul></ul><ul><ul><li>Disadvantages </li></ul></ul><ul><ul><ul><li>Higher Up Front Cost </li></ul></ul></ul><ul><ul><ul><li>More IT Resources Required </li></ul></ul></ul><ul><ul><ul><li>Longer Implementation times </li></ul></ul></ul><ul><ul><ul><li>Additional Hardware/Software Required </li></ul></ul></ul>
  24. 24. Types of CRM Solutions <ul><li>Hybrid – Best of both worlds </li></ul><ul><ul><li>Advantages </li></ul></ul><ul><ul><ul><li>Rich User Experience </li></ul></ul></ul><ul><ul><ul><li>Limited IT Required </li></ul></ul></ul><ul><ul><ul><li>Quick Time to Value </li></ul></ul></ul><ul><ul><ul><li>Data Ownership Options </li></ul></ul></ul><ul><ul><li>Disadvantages </li></ul></ul><ul><ul><ul><li>Client install required </li></ul></ul></ul>
  25. 25. Product Demo CRM Software Demonstration
  26. 26. CRM <ul><li>Creating a positive customer experience </li></ul><ul><li>Leverage customer information </li></ul><ul><ul><li>Service, Sell, Market </li></ul></ul><ul><ul><li>Make better business decisions </li></ul></ul><ul><li>Delivering What you promise </li></ul><ul><li>Staying top of mind </li></ul><ul><li>Establishing a consistent sales process </li></ul><ul><li>Retaining Existing Customers </li></ul><ul><li>Converting prospects to loyal customers </li></ul>
  27. 27. Customer Management Goals
  28. 28. What Can CRM Do For You? <ul><li>Increase Sales </li></ul><ul><ul><li>Retain and Sell More to Existing Customers </li></ul></ul><ul><ul><li>Convert More Prospects to Customers </li></ul></ul><ul><li>Operate More Efficiently </li></ul><ul><li>Forecast Sales Accurately </li></ul><ul><li>Execute Sales Process Consistently </li></ul><ul><li>Make Better Business Decisions </li></ul><ul><li>Segment and Market More Effectively </li></ul>
  29. 29. Most used CRM functionality <ul><li>Account & Contact Management </li></ul><ul><li>Opportunity Management </li></ul><ul><li>Sales Forecasting </li></ul><ul><li>Mail & Email Merge </li></ul><ul><li>Task Management </li></ul><ul><li>Activity History, Notes, Attachments </li></ul>
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