Techgig Webinar

1. Journey to the Cloud CRM
from Enterprise CRM
BetterBetter
According to historians,
the planet earth was once
populated by Intelligent
people ….. Then in 2013
all the Intelligent ones
moved to the Cloud,
leaving us behind !!!
3rd September 2013
Dinesh Chandrasekar
Director Consulting Services
CxM & MDM Practice Leader

2. | © Copyright 2013 Hitachi Consulting2
Agenda.
• What “Cloud /SaaS” CRM means to an Enterprise?
• How to cut out a Cloud CRM Strategy?
• What are the options we have today in the Cloud market ?
• How do I implement the Cloud CX ( Customer Experience) Solutions?
• What are all the Do’s and Don’ts of Cloud CRM Migration from Enterprise CRM?
• As an IT professional what I need to do to make a successful career in the Cloud CRM
world ?

3. | © Copyright 2013 Hitachi Consulting3
What Cloud / SaaS CRM means to an Enterprise?
• 40% of all CRM software' sold in 2012
worldwide was SaaS-based. Gartner
states that they are seeing their enterprise
clients seek out easier-to-deploy CRM
systems compared to on-premise
alternatives.
• The report states that many enterprises are
now replacing their legacy systems with
SaaS-based CRM systems as well.
• Enterprise clients also report that SaaS-
based CRM systems are delivering net-new
applications that deliver complementary
functionality not possible with legacy and
previous-generation CRM platforms e.g.
Social Media Connect & Mobility

4. | © Copyright 2013 Hitachi Consulting4
What is SaaS/Cloud CRM?
• Application Service Providers or ASP
has come a long way since the dot
com boom in the mid 90’s.
• SaaS or Cloud based business
solution is a means of using
applications via the internet which is
managed by the provider at their
premise or at a remote location.
• The provider may charge per-use or
through a periodic subscription fee.

5. | © Copyright 2013 Hitachi Consulting5
Why SaaS /Cloud CRM for Enterprise ?
• The Service provider will
update the latest release
with patch management.
• It is compatible because
all users will have the
same version of the
software.
• Because of it global
availability.

6. Cost Effective: Total Cost of Ownership (TCO)
•Charged per User
•Low Upfront Costs
•Subscription based
(Monthly or Annual)

7. | © Copyright 2013 Hitachi Consulting7
NetValue
Time
Go Live Date
~ 12 Months
•Breakeve
n
•@
•27
months
Risk
<50%
Successful
Implementations
Breakeven
27 months
NetValue
Time
Go Live Date
~ 3 Months
Value to
CustomerRisk
Breakeven
6 months
>80%
Successful
Implementations
Cloud CRMEnterprise CRM
The benefit of implementing an accelerated CRM solution is the threefold :
1. Reduces the implementation risk
2. Quicker breakeven &
3. Increase value to the customer.

8. | © Copyright 2013 Hitachi Consulting8
One critical aspect in making a CRM selection is determining the
underlying cost of on-premise CRM versus SaaS CRM solutions:
Aprimo
Aprimo
Salesforce
Onyx
Siebel
Siebel
Siebel
Siebel
Application Implementation
& Deployment Cost
Hardware
Infrastructure
Personnel
Maintenance
Training
Software Licenses
9%
21%
26%
14%
7%
1%
HIDDEN COSTS
CostforSaaS
CRM
AdditionalCostsforOnpremise
CRM
Technology
Middleware
Hardware (Servers, Storage Devices)
System Maintenance
Application Maintenance
System Upgrades
Application Upgrades
People
Internal Administrators
Internal SME’s
Internal Support
External Support, SI Cost
21%
Implementation Costs

9. 1. Adapt to the Shifting Tides “figure out how Cloud CRM fits into the
Enterprise’s current technology environment—into current data, into the
overall process and operating model environment,””
2. First understand the Business Process
“Previously buyers used to look at Consulting companies to understand the
technology. With the Cloud CRM, consultants have to shift gears to understand
the business process of the enterprise and explain the buyer how cloud CRM
fits into the bigger picture”
3. Show Clients the Money “Switch from on-premises to on-demand
can save anywhere from 40 percent to 60 percent of implementation costs”
4. Develop positive Customer Experience
“Best of the firms pitching in on a SaaS CRM
implementation are trying to develop a positive
customer experience”
How to lead a Cloud Opportunity Pursuit

10. Traditionally Mentioned Pros and Cons of Cloud CRM
Cloud
CRM
Cloud
CRM

11. Focus on Core Competencies of the Enterprise
“Enterprise workforce can effectively concentrate on Core Competencies,
rather than wasting valuable time learning and worrying about the CRM IT
infrastructure and its maintenance”

12. Next Generation Architecture (Secure and Robust)

13. Initial Setups done by Vendors
company providing a faster take off for
the project.
Rapid Deployment and built ready for use by Employees
Can be accessed easily over the
internet using any device
Easily Accessible by Executives

14. Easy Scalability
• Real Time Scalability (Either Scale Up
or Scale Down)
• Multi-Tenancy

15. System Integrations - Key to Success in Cloud CRM Systems

16. | © Copyright 2013 Hitachi Consulting16

17. Business and Technology Transformation Journey
Stages for Cloud CRM

18. | © Copyright 2013 Hitachi Consulting18
Adoptability is the Key
• Enterprises expect the SaaS CRM to have
the depth and breath of the functionality.
• SaaS CRM is likely to present some gaps
in the functionality.
• But as far as user adoption is concerned, SaaS CRM provides
high adoption to their end users.
• The easy of use and the global accessibility provides sales
users to target more actionable and reliable sales pipeline.
• The mobility and Social Media connect is the key enabler of
user adoption.

19. | © Copyright 2013 Hitachi Consulting19
How do I implement the Cloud CX ( Customer Experience)
Solution ?

20. Confirm and Align Strategy :
We call the below as ‘Cloud Queries :
A SaaS implementation for ERP and CRM is a big deal and you do need a plan, but even
before that you should be looking at your business processes and asking yourself
• What applications are involved?
• Where is the data stored?
• What kind of response times is needed? Can you work with a batch update to the data once a
day, or do you need near real-time access to new data regardless of which system owns it?
• Batch data updates tend to be relatively easy and there are extract, transform and load (ETL)
tools to help with the process. For more real-time data sharing, you need integration technology
or middleware, and you need to evaluate the options out there.
• Whether both your ERP and your CRM systems are SaaS or just one, but any time you deal with
SaaS you need a service-level agreement (SLA), and if the two systems are from different
vendors, you need to consider what happens if one system is down—how is transaction data
stored, etc.
• What are your security requirements, both of your accessibility and of the data itself?
• How much customization do you need?
• Does the cost per-head method calculate in your favor?
• Do you want to integrate your CRM with other enterprise solutions?

21. Design and Plan
Create an Operating Model
The need for an operating model for medium and large SaaS installations comes
as a surprise to many executives, who are expecting quick returns from SaaS
But you cannot sidestep the exercise of creating
and implementing a governance structure and
operating model for SaaS.
“Give me six hours to chop down a tree and I will spend the first
four sharpening the axe.” - Abraham Lincoln

22. Build and Deliver
• Simple UI Configurations on Cloud CRM Applications
• Connectivity/Integrations with various other systems

23. Operate and Improve

24. | © Copyright 2013 Hitachi Consulting24
What are the SaaS CRM options we have today in
market ?

25. | © Copyright 2013 Hitachi Consulting25
Cloud Challenges
SaaS solutions often work “right out of the box" for smaller organizations. However, larger
enterprises generally have more complex business demands, including:
• Evaluate the Cloud Integration options before you finalize the migration plan.
• The need for 24 / 7 availability with no exclusion for “maintenance windows”
• The desire to achieve process automation and business process re-engineering gains as
part of a SaaS implementation
• A continual technology refresh cycle which replaces on-premise systems and may need to
replicate some of that system’s user interface in the new SaaS software
• A well-thought out change management program for SaaS systems and their affects on
downstream systems
• Business continuity and disaster recovery programs that must be tested and proven when
introducing SaaS into the corporate architecture
• Data encryption to and from the SaaS providers data center

26. | © Copyright 2013 Hitachi Consulting26

27. Do’s and Don’ts of Cloud CRM Migration from On-
Premise
• Don’t Rush into implementation of
Cloud CRM without complete
understanding.
• Don’t stop communicating! Arguably,
the most common cause of failure of
Cloud CRM projects is poor
communication
• Don’t forget to understand the
agreement clauses and SLAs with the
Vendor before signing the contract.
• Create a Plan and Operating
Model first before migration.
• Negotiate the right contract.
•Follow right Implementation
Approach.
• Get in place proper Change
Management Practices for
smoother transition.
• Adopt right data security
policies.

28. | © Copyright 2013 Hitachi Consulting28
As a IT professional what I need to do to make a
successful career in the Cloud CRM world?
“Changing the DNA of
CRM Consultants”
“Creating the
New Breed of Cloud
CRM Consultants”

29. | © Copyright 2013 Hitachi Consulting29
• Knowledge on Market leader’s Cloud
CRM.
• Certification on Cloud
Implementation Modules.
• Analytical skills to analyze and build
customer solutions.
• Strong in Web Development Skills.
• Knowledge in Data Migration &
Integration.
• Strong Customer Handling skills.
• Ability to customize data model for
CRM system.
• Supporting skills for existing
customer solution.
You Should Have…

30. Open Forum : Q & A
Some more Q’s:
Post your Queries to : dinwin@hotmail.com
Twitter : din2win