CRM for Manufacturing - The Key to Customer Loyalty & Growth


Published on

Maximizer ® CRM 11 is the key solution to attract new clients, build customer loyalty and grow your manufacturing business. Gain key insights on:
- Tracking and measuring real-time KPIs and client profiles to make critical business decisions quickly
- Collaborating effectively to optimize cash flow, the supply chain, production and labor schedules across teams
- Enhancing the level of communication and quality of client records while on the road
- Improving resolution times to customer inquiries and issues through system integration
- And more…

Published in: Business, Technology
1 Like
  • Be the first to comment

No Downloads
Total views
On SlideShare
From Embeds
Number of Embeds
Embeds 0
No embeds

No notes for slide

CRM for Manufacturing - The Key to Customer Loyalty & Growth

  1. 1. CRM for Manufacturing: The Key to Customer Loyalty & Growth<br />#MaxCRMmanufacturing<br />Confidential Information<br />
  2. 2. Maximizer Software Fast Facts<br />CRM leader since 1987<br />CRM provider for Small and Medium Businesses (SMBs), divisions of Large Enterprises<br />Global Offices <br />North America – Vancouver, BC (Headquarters)<br />EMEA – UK, South Africa<br />Asia Pacific – Australia, Hong Kong<br />Network of business partners worldwide<br />Over 120,000 customers<br />Over one million licenses sold<br />
  3. 3. Agenda<br /> Customer Loyalty<br /> Market Dynamics –Manufacturing <br />The Test of an Effective CRM system<br />Needs of Key Groups<br />Frontline<br />Manager <br />Senior Leadership <br />Partners<br />Closing Remarks<br />
  4. 4. Loyalty is Good Business<br />“A 5% improvement in customer retention will yield a 25-30% increase in profitability across a variety of industries”<br />- FrederchReichheld, The Loyalty Effect , 1996<br />
  5. 5. Customer Loyalty <br />Loyalty<br />The degree to which consumers prefer and continue to purchase the same brand within a product or service category. Brand loyalty results in improved sales volume and the ability to charge a premium price.<br />
  6. 6. Manufacturing Market Dynamics<br />“Prodice” – no products are really standalone – combination of a product and service offering<br />Specifications – part of a greater process<br />Longer sales cycles<br />Scale and scope – RFP & RFI <br />Greater emphasis placed on relationships – supply chain – integration – inputs<br />Competitive – new technologies or systems coming to market – global economy – information from the frontline becomes critical<br />Multiple touchpoints the customer – salesperson, service group, financial<br />
  7. 7. Sales and Service – The Team<br />
  8. 8. Front Line Sales & Service Staff <br />Sales reps, customer service, project managers, partner managers<br />Needs: <br />Track Calls<br />Track email<br />Access client history<br />Manage projects<br />Organize day and tasks<br />
  9. 9. Front Line Staff – Organize Day & Tasks<br />
  10. 10. Outlook Integration<br />One-click:<br /><ul><li>Save Email toMaximizer record
  11. 11. Create new Maximizer record</li></li></ul><li>Customer Service Case Management<br />Customer Service Case Management:<br /><ul><li>Manage & track post-sales issues
  12. 12. Link to customer record
  13. 13. Analyze service issues</li></li></ul><li>Template Email Follow-ups<br />
  14. 14. Conditional Color Highlighting<br />
  15. 15. TEAM Action Plans<br />
  16. 16. Partners<br />
  17. 17. Managers<br />Sales Department, Customer Service, Project Managers, Account Managers<br />Needs: <br />Manage staff schedules and time<br />Sales Managers – Lead Follow-up<br />Sales & Service Managers – address problems and exceptions<br />Provide company leadership with information/updates on progress.<br />
  18. 18. Managers – Manage Staff Time<br />
  19. 19. Assign Tasks – Email, Phone, Appointments<br />
  20. 20. Email Alerts<br />Alert Email:<br /><ul><li> Leads not followed-up
  21. 21. Lead details
  22. 22. Sales rep assigned
  23. 23. Date lead entered
  24. 24. # of days since follow-up</li></li></ul><li>Sales Process<br />Initial Contact<br />Need identification<br />Qualified prospect<br />Proposal<br />Negotiation<br />Closing<br />Deal Transaction = $<br />
  25. 25. Sales Cycle Management & Forecasting<br />Sales Opportunity Management:<br /><ul><li>Manage pipeline
  26. 26. Implement stages & processes
  27. 27. Forecast date, deal size, products</li></li></ul><li>Improved Reporting with One Click<br />
  28. 28. Senior Leadership<br />Aggregated information – snapshots<br />Real-time<br />Ability to gets details on the problem<br />‘Just in time’ notification<br />Access ‘where’ and ‘when’ they need <br />
  29. 29. Senior Executives - ‘Health of the Business’ - At a Glance <br />
  30. 30. Sales Monitoring Alerts<br />Alert – Sales Opportunity Monitoring<br /> <br />Opportunity ID: 1009 Sales Objective: X Product Sale<br />Company: ABC Manufacturing<br />Contact: Smith, John<br />Sales Leader: Willie Closit<br />Sales Team: International<br />Opportunity categories: X Manufacturer<br />Opportunity products/services: Widget Y<br />Note: Wants quote for 30 Widgets and Installation package<br />----------------------------------------------------------<br />‘Willie Closit’ updated the following fields:<br />'Probability Closing' has been changed from 50% to 75%.<br /> <br />
  31. 31. Summary <br />The ‘customer experience’ from initial contact to product installation to post purchase service can be a true differentiator vs. your competition.<br />Maximizer CRM, with a variety of sales and service tools and capabilities to be used to engender loyalty <br />Accountability at all levels can improve performance.<br />Competitive advantage can be gained with just one or two features or benefits that you deliver<br />
  32. 32. But it isn’t about us…..<br />An invitation to a conversation…..about you and your business.<br />Email:<br />Phone: 1-800-804-6299<br />Contact your Account Manager<br />