IMTSedu Webinar: Focus on Customer Relationship Management

 sales@avideon.com  (888) 368-1237 © AvideonCRM LLC IMTSedu Webinar Focus on Customer Relationship Management Speaker Richard Wiklund, Salesforce Certified Consultant – CEO, AvideonCRM, LLC

Rich Wiklund, CEO AvideonCRM
Founded in 1999, Avideon helps organizations improve their performance through the analysis of existing organizational problems and development of plans for improvement primarily using the Salesforce.com platform.
 sales@avideon.com  (888) 368-1237 © AvideonCRM LLC Technology Partners

Agenda
© AvideonCRM LLC How do you know? Questions… Characteristics of CRM-Driven Business Terminology Where is CRM going? CRM Enterprise power by Social Media How did we get here? Common Pitfalls in CRM

CRM
© AvideonCRM LLC Customer Relationship Management INCLUDING

SALES
© AvideonCRM LLC SFA : Sales Force Automation

MARKET ING
© AvideonCRM LLC Integrated Marketing Automation Lead Management/Nurturing Social Interactions Qualified Leads

SERVICE
© AvideonCRM LLC Service Automation Case Management VOIP Integration

FINANCE
© AvideonCRM LLC Back-office Integration 360-view of the customer

CLOUD
© AvideonCRM LLC aka. The Web IN THE

Collectively generating
© AvideonCRM LLC Business Intelligence

Accelerating Business
Not just reporting on business. © AvideonCRM LLC

Customers feeling Important!
© AvideonCRM LLC

Online
© AvideonCRM LLC

Accessible
© AvideonCRM LLC

Enabling
© AvideonCRM LLC

Visibility. Access. Intelligence.
© AvideonCRM LLC

“ If we are all looking at the same numbers, we’re going to make those numbers look better …sales, marketing, finance, operations, HR, etc.”
Transparency © AvideonCRM LLC

Less variation in the pipeline.
Greater accuracy.
More accountability, more often.
Better sales process.
A Tighter Forecast © AvideonCRM LLC Transparency

Who is doing the best job?
Give ‘em the ball .
Quantify performance metrics.
View Resource Effectiveness.
Less variation among resources.
Top Performers Shine © AvideonCRM LLC Transparency > Tighter Forecast

Quantify service metrics.
Identify service level trends.
View service level effectiveness.
Less variation in service.
Enhance the Service Delivery model. © AvideonCRM LLC Transparency > Tighter Forecast > Top Performer Shine >

Throughout the customer lifecycle – harness your collective intelligence to increase revenue and profitability.
Leverage Client Interaction at every touch point. © AvideonCRM LLC Transparency > Tighter Forecast > Top Performer Shine > Enhanced Delivery Model >

Reports and Dashboards
At-A-Glance
2-3 clicks to substance
© AvideonCRM LLC Transparency > Tighter Forecast > Top Performer Shine > Enhanced Delivery Model > Leverage Every Touch Point Accelerate Growth with Business Intelligence

?
© AvideonCRM LLC Transparency > Tighter Forecast > Top Performer Shine > Enhanced Delivery Model > Leverage Every Touch Point > Accelerate Growth and Business Intelligence Considering this… Ask your company…

How do you track information on your prospects and customers? © AvideonCRM LLC

What information do you gather to adequately plan for future demand? © AvideonCRM LLC

What does your partner ecosystem look like? How do you collaborate? © AvideonCRM LLC

How do you manage your OEM relationships? © AvideonCRM LLC

How do you handle customer support issues? © AvideonCRM LLC

How are you managing RMAs (Return Materials Authorization)? © AvideonCRM LLC

How do you manage customer product/feature requests? © AvideonCRM LLC

CRM should address these questions.
© AvideonCRM LLC

Step Back
© AvideonCRM LLC How did we get here? Where is it going?

© AvideonCRM LLC 1960 ’ s Mainframe Computing 1990 ’ s Desktop Cloud Computing 2000 ’ s Mobile Cloud Computing 2010 ’ s Social Revolution 1970 ’ s Mini Computing 1980 ’ s Client/Server Computing Data Management Apps Business Logic Apps Process Automation Apps Web Apps Mobile Apps Social Apps Ten Year Computing Cycles 10X more users with each cycle

Social
© AvideonCRM LLC Revolution How many of you use Social Networks for Business? Twitter, LinkedIn, Facebook…

2010 2011 Usage Rest of the Web Sources: Ben Elowitz, Wetpaint / comScore Social Revolution: The Web is Shrinking, Social is Growing

Source: Gartner Research; Smartphone, Tablet, and PC Forecast, December 2010. 2013E 1.6 billion mobile devices by 2013 Desktop 2007 2008 2009 2010 2011E 2012E Laptops Smartphones Tablets Device Growth Social Revolution: Next Generation Devices Changing How We Access the Web

Listen & Analyze Social Marketing Product & Partners Collaborate Service & Engage Integrate, Automate and Extend Connect & Sell Customers Employee-Facing Networks Customer-Facing Networks Enterprise CRM State of the Art Enterprise CRM In a Social Revolution

Logic/data Portability Any Device Ubiquitous Open No Hardware No Software Fast Automatic Upgrades Pay-as-you-go Many Learning Resources Easy Democratic Collaborative Economical Everyone The Platform: Multi-tenant Cloud Computing is the Core of the Enterprise CRM in a Social Network

It starts with a Customer Profile Customer Profile

What do they ‘like’? Where are they? What are they saying? How influential are they? Who are they connected to? Knowing Who They Are and What They “Like”…

Customers Partners Point of Sale (POS) Data Add All Your Data Sources To Complete The Customer Profile Back Office 1010101010101010110101010101011010101010101101010101010101010101010101010101010101010101010

The Employee-facing CRM Collaborate Service & Engage Integrate, Automate & Extend Connect & Sell Employee Network Enterprise CRM

Enterprise CRM Customer Social Networks & Partner/Product Portals The Customer-facing CRM Listen & Analyze Web/Social Marketing Product & Partners Integrate, Automate & Extend

Enterprise CRM Sales Connect & Sell Enterprise CRM Sales: Connect and Sell

Empower Your Sales Organization with the Enterprise CRM Average Percentage Improvements Reported by Customers World’s #1 Sales Application Accounts & Contacts Opportunities Collaboration Workflow Analytics File Sharing

Enterprise CRM Service Service & Engage Support: Service and Engage

16,000+ Companies Third-party Research of Average Improvements Reported by Customers Service Cloud: Bring Your Customer Service into the Employee Social Network Social Monitoring Contact Center Dashboards & Reports Agent Collaboration Knowledge Communities Customer Service for the Social Enterprise

CRM Enterprise Integrated Automate & Extend 250,000 Apps on the Salesforce.com AppExchange Email / Web / Lead Nurturing / Finance / Back Office-ERP Cloud: Integrations

Smarter Decisions made as a Team Partnering with Clients Measure What Matters Share & Collaborate on Metrics Anyone Can Get Insights Fast

© AvideonCRM LLC CLOUD State of the Art – Enterprise CRM Supply Chain Automation Customer Portal Partner Portal Collaborate Field Service Products Listen & Analyze Customer Support Customer Sales Channel Sales The Customer

Real-Time Cloud Solutions for High Tech Hardware & Electronics Manufacturing Executive Team Operating Expenses OFR/OTD Leading Innovations Leads by Source Closed Business Sales Pipeline Revenue Trends Customer Satisfaction Support Channels Vision, Values, Metrics

Real-Time Cloud Solutions for High Tech Hardware & Electronics Manufacturing Executive Team Supply Chain Marketing Sales Service Supplier Management Materials Planning Purchasing Receiving Workforce Management Inventory Management Production Planning Shipping Lot and Asset Tracking Innovation Management Product Dev & Quality Launch Management Campaign Management Search Marketing Social Media Content Management Web Sites Multi-channel Marketing Key Account Management Trade Fund Management Territory Management Productivity Best Practices Partner Management eCommerce Order Capture Custom Products Sample Requests Call Center Chat Customer Portal Knowledge Management Email Warranty Management Community Management Field Service RMAs R&D Operating Expenses OFR/OTD Leading Innovations Leads by Source Closed Business Sales Pipeline Revenue Trends Customer Satisfaction Support Channels Vision, Values, Metrics

Real-Time Cloud Solutions for High Tech Hardware & Electronics Manufacturing Finance & HR Executive Team Supply Chain Marketing Sales Service Billing General Ledger & Budgeting Cash Management AP/AR Patent Tracking Employee Helpdesk Performance Management Time-off Manager Volunteer Tracking Recruiting Management Supplier Management Materials Planning Purchasing Receiving Workforce Management Inventory Management Production Planning Shipping Lot and Asset Tracking Innovation Management Product Dev & Quality Launch Management Campaign Management Search Marketing Social Media Content Management Web Sites Multi-channel Marketing Key Account Management Trade Fund Management Territory Management Productivity Best Practices Partner Management eCommerce Order Capture Custom Products Sample Requests Call Center Chat Customer Portal Knowledge Management Email Warranty Management Community Management Field Service RMAs R&D Operating Expenses OFR/OTD Leading Innovations Leads by Source Closed Business Sales Pipeline Revenue Trends Customer Satisfaction Support Channels Vision, Values, Metrics

Real-Time Cloud Solutions for High Tech Hardware & Electronics Manufacturing Information Technology Finance & HR Executive Team Supply Chain Marketing Sales Service Billing General Ledger & Budgeting Cash Management AP/AR Patent Tracking Employee Helpdesk Performance Management Time-off Manager Volunteer Tracking Recruiting Management Supplier Management Materials Planning Purchasing Receiving Workforce Management Inventory Management Production Planning Shipping Lot and Asset Tracking Innovation Management Product Dev & Quality Launch Management Campaign Management Search Marketing Social Media Content Management Web Sites Multi-channel Marketing Key Account Management Trade Fund Management Territory Management Productivity Best Practices Partner Management eCommerce Order Capture Custom Products Sample Requests Call Center Chat Customer Portal Knowledge Management Email Warranty Management Community Management Field Service RMAs IT Helpdesk Asset Management Portfolio Management Project Management Governance Operations Management Change Management Agile Development Vendor Management Quality Assurance R&D Operating Expenses OFR/OTD Leading Innovations Leads by Source Closed Business Sales Pipeline Revenue Trends Customer Satisfaction Support Channels Vision, Values, Metrics

Enterprise CRM is powerful, but complex.

© AvideonCRM LLC 2009 Forrester Research presents evidence that 47% of CRM projects fully meet expectations. 2009 Forrester: In a report titled, Answers To Five Frequently Asked Questions About CRM Projects , Forrester Vice President and Principal Analyst, Bill Band , presents evidence that under 50% of CRM projects fully meet expectations.

Avoid or fix common pitfalls in CRM deployment

Expect 50% of an effective CRM deployment to be focused on clearly understanding your business process.
Clearly define business process, goals and objectives. © AvideonCRM LLC

CRM technology does not replace effective management and business process.
Align Business Process with CRM Deployment

Describe effective CRM as critical to their success.
Effective on-boarding and
Ongoing training important
Strive for Confident Users © AvideonCRM LLC

Ask your team

Does our CRM
improve forecast variability?

Does our CRM
improve service level commitments ?

Does our CRM
improve lead conversion ratios ?

Does our CRM
identify actual sales variability in real time ?

Does our CRM
identify actual service level in real time ?

Does our CRM
reduce time to escalate real sales and service need ?

Pick your battle, Fix it. © AvideonCRM LLC Develop Confident Users Set Data Quality Expectations Reduce Variability Demand Business Intelligence

Questions? Thank you. Rich Wiklund, CEO, AvideonCRM [email_address] © AvideonCRM LLC View the presentation online here at SlideShare.net, or by scanning the QR Code with your smart phone or tablet.

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IMTSedu Webinar: Focus on Customer Relationship Management

by AvideonCRM LLC on Jan 11, 2012

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