Accelerate From The Downturn Connect With Sage Crm

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A Sage Connect event presentation on how buisinesses can transform themselves using technology. The need to be productive and proactive is important in recessionary times. This presentaiton …

A Sage Connect event presentation on how buisinesses can transform themselves using technology. The need to be productive and proactive is important in recessionary times. This presentaiton identifies the benefits of using Sage CRM in Sales Automation. Presented by Shobha Moni, CRM Champion and VP Operations of Triad Software Services

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  • CRM = Customer Relationship Management Gartner defines CRM as a business strategy designed to optimise profitability , revenue , and customer satisfaction CRM brings together lots of pieces of information about customers, prospects and buying trends so you can: sell and market your products and services more effectively increase customer loyalty drive competitive advantage In its most basic form, CRM consists of: Helping a company to identify and target their best customers, manage marketing campaigns with clear goals and objectives and generate quality leads for the sales team Assisting the organisation to improve telesales, account and sales management by optimising information shared by multiple employees and streamlining existing processes Allowing the formation of individualised relationships with customers, with the aim of improving customer satisfaction and maximising profits, as well as identifying the most profitable customers and providing them the highest level of service Providing employees with the information and processes necessary to know their customers, understand their needs and effectively build relationships between the company, its customer base and distribution partners Even if you are a small business, CRM can benefit your business – you may want all your customer and prospect information in one place, so anyone can access it and see how that customer is going at any time; you may want a way to effectively measure the money you are spending on marketing campaigns by tracking leads to orders; you may want to be able to track your tradeshow or website leads more effectively than via the various Excel spreadsheets you may currently use; you may want a way to see at-a-glance how the sales team are doing or how the business is performing; you may want a way to let customers service their own needs through a secure web portal so you don’t need to hire more customer service staff. There are many ways having a CRM strategy and a CRM system can help you sell and market your products and services more effectively, increase customer loyalty and drive competitive advantage, no matter how big or small your company is.
  • How CRM helps the Sales Executive/Rep: Increases visibility on customer interaction across departments Automates proposal and quotation processes Eliminates manual/duplicated sales processes Enables more effective collaboration with other sales executives and sales management Optimises focus on high-potential opportunities Leverages market and competitive intelligence to improve win rates Reduces time spent in the office (more time on sales calls) on sales administration Enables data entry to be done once only Reduces the amount of time spent forecasting Leverages financial information from the back-office system through ERP integration Sales Force Automation What - CRM enables easy access to and management of all current and historical account details, activities and opportunities and automatically distributes leads to sales reps so they know what to follow up with by when. Point-and-click reporting and graphs offer sales teams access to real-time data for on-the-spot pipeline analysis and evaluation. ERP integration adds – Sales staff have access ERP-powered functionality such as accurate pricing for quotes and orders, fulfilment data, and complex pricing rules and discounts normally held in the back office system only. Financial and non-financial information is held in the one place for a 360 degree of the customer. Why - Allows sales teams to effectively manage, forecast and report on all phases of the sales cycle; gives sales staff a true 360 degree view of the customer across front and back office systems for better account management.
  • How CRM helps the Sales Manager: Improves sales forecast accuracy Optimises sales resources against high-potential opportunities Improves visibility on key performance metrics Delivers more effective coaching and mentoring Improves visibility of sales performance Leads to improved qualification techniques Leads to reduced cost-per-sale Reduces end-of-period opportunity slippage Enables adoption of best-practice opportunity management Facilitates “lessons learnt” analysis Sales Force Automation What - CRM enables easy access to and management of all current and historical account details, activities and opportunities and automatically distributes leads to sales reps so they know what to follow up with by when. Point-and-click reporting and graphs offer sales managers access to real-time data for on-the-spot pipeline analysis and evaluation. Sales dashboards deliver sales managers with instant visibility of sales performance, status of key opportunities and the overall health of the pipeline. ERP integration adds – Sales staff have access ERP-powered functionality such as accurate pricing for quotes and orders, fulfilment data, and complex pricing rules and discounts normally held in the back office system only. Financial and non-financial information is held in the one place for a 360 degree of the customer. Why - Allows sales teams to effectively manage, forecast and report on all phases of the sales cycle; gives sales staff a true 360 degree view of the customer across front and back office systems for better account management.
  • CRM is also not just a departmental level application, but also can provide complete snapshots of all areas of the business so that business owners can track all front office and, through integration, back office activity. Below are some examples of how CRM can help Business Owners/MDs/CEOs : Sales – Business owners can configure their CRM tool to provide snapshots of the sales opportunities, pipeline, forecasting, margins and profitability of sales. This snapshot can be delivered through interactive charts for deeper analysis, but also issued in reports. In terms of key opportunities, these can be flagged so the business owner can get involved/provide advice in order to close opportunities. Consequently, CRM can help increase customer acquisition rates, improve sales conversion rates and reduce customer attrition rates. Marketing – Like sales, business owners can keep track on the stage or performance of marketing campaigns. This enables them to liaise with the marketing people on queries they have or if additional support is needed to ensure it is successful. Customer service – Keeping track on SLAs is critical to ensuring customer loyalty and that customers receive a good service. For after-sales support business owners can keep track of queries and if trends appear take appropriate action. Operations management – For business owners responsible for all operations, CRM provides visibility into the performance of the business, sales opportunities, forecasts, trends, customer insights, customer service levels, SLAs and marketing campaigns. This enables them to get a handle on all aspects of the business in a simple, easy to use tool. In particular, it can allow business owners to respond to issues quickly before they escalate.
  • CRM is not just a tool for sales, it has benefits for all departments including marketing. For marketing, CRM can improve the targeting, tracking, execution and reporting of all campaigns to maximise time, resources and budgets to generate the most successful lead generation possible. How CRM helps the Marketing Manager: Reduces marketing administrative overhead Enables marketing programmes to be planned more efficiently and effectively Improves marketing campaign response rate Produces highly targeted customer communications Enables fully integrated, multi-channel marketing initiatives Enables automated response tracking Leads to decreased cost per lead Leads to decreased cost per customer acquired Reduces marketing campaign lead times Delivers detailed information on the lifetime value of customers Enables real-time marketing performance analysis Optimises marketing spend Enables tracking of variance against targets Enables close alignment with the sales department and other key stakeholders Provides improved intelligence to marketing on lead generation activities Enables accurate measurement of marketing campaign ROI Marketing Automation What - CRM enables scheduling and tracking of marketing activities within a campaign and makes every detail of each campaign visible, providing a single source of customer information which eliminates guesswork and ensures that marketing resources are optimised. ERP integration adds – Marketing staff have the ability to create campaigns based on financial profiles, order information, and purchase history, while marketing managers can generate accurate RoI calculations for better marketing measurement. Why - Improves marketing campaign management and decision making; enables easy and accurate measurement of marketing ROI.
  • CRM provides customer service teams with enhanced customer visibility, extensive workflow automation and centrally accessed support knowledge. This helps them to manage their customer service function effectively and efficiently while also enhancing customer service delivery. How CRM helps the Customer Service Manager: Enables customer satisfaction measurement and benchmarking Increases productivity of customer support representatives Provides self service to customers around common issues Ensures issues never “get lost between the cracks” Monitors service performance against service level agreements Enables customer issues to be tracked and responded to, regardless of who answers the phone or received the e-mail Reduces customer support costs through automation Improves response times to customer service requests  Reduces hold times for customers requiring customer support  Reduces the average time to resolve an issue Increases the number of queries resolved on first contact rate Leads to decreased number of service escalations Decreases the number of customer complaints received Extends customer service through 24x7 self service options  Enables benchmarking / scorecarding of customer service operations on an on-going basis Leads to increased customer retention Leads to decreased cost of customer retention Below are some examples of how CRM can help customer service : Customer service dashboard – CRM presents information that is important to customer service managers in a format that makes sense to them. They can view all of the cases that they are working on at the moment, with full drill down. They can review the case load that has been assigned and can also review cases in the customer service pipeline and Service Level Agreements (SLAs). Solution solving – In the event of an issue, CRM can host solutions to problems so that customer service managers can quickly review solutions and act accordingly to resolve the issue. CRM reduces the average time to resolve an issue and increases the number of queries resolved on first contact rate. In the event a solution is not available, service managers can resolve the situation in their own way and then provide an update solution into the CRM system for the ‘next time’. Reporting – CRM can produce a suite of out-of-the-box ‘Customer Care’ reports. These reports include: Cases in breach of SLA, Case stage by company and Open case by agent. They can also create their own custom reports if required. Self service – CRM can also be extended to customers through web self-service. By logging on to a portal, customers can view the status of outstanding support issues as well as add new ones. It is also very easy to enable customers to use this facility while at the same time, restricting customers access to only the parts of the CRM system that the company wishes them to view.
  • CRM with back office ERP integration delivers an optimised, cost-efficient and customer-centric front-to-back-office process. By automating and integration the lead to cash process, businesses are better able to manage their customers, chase payments and cross and up-sell to customers. Below are some examples of how CRM can help the Back Office : Outstanding creditor information is available at a glance through your CRM Dashboard. Integration allows accounts staff to access the critical non-financial customer information, behaviour and buying history usually held within the sales department, enabling them to resolve issues and queries promptly. Sales orders can be processed quickly and efficiently, using a single point of reference. Sales staff cannot take further orders where an account is on-hold. Debtor days can be reduced, as both the credit control team and your sales team have the financial information which enables them to chase outstanding debt. Enables once-only data entry, whereby a customer’s details are input only once through your CRM system and then automatically updated across the ERP and CRM system. It also works the other way round, with new or amended entries in the ERP system automatically updating the CRM database. Not only does this save time by reducing duplication of effort, it also means that potential mistakes and conflicting data are minimised. Administrators’ time is saved, improving productivity and efficiency. Alerts and notifications can be built in to ensure a fast response to significant events or routine tasks such as the requirement to complete a credit check before opening an account. CRM and ERP integration can be used to help manage the quality control process by ensuring that staff and suppliers are chased at the appropriate time, utilising a structure of reminders and notes, rather than relying on staff’s memories and manual systems. Documents can be stored centrally within the integrated CRM and ERP system and where appropriate, they can be linked to a customer’s, supplier’s or third-party’s records. Documents that require action can be recorded with reminders ensuring that the follow ups are performed on time. Key customer information such as credit limits, buying patterns and queries are available to the back office – improving customer communication and service and the visibility to chase overdue payments.
  • CRM is a key tool in enabling SMBs to manage their customers in a more coherent and consistent manner. CRM drives process automation, increasing productivity while reducing admin and costs. CRM drives customer loyalty and retention by maximising every customer interaction. It facilitates cross-departmental collaboration as well as secure information sharing with customers and partners to ensure optimum customer satisfaction and management. It delivers better insight to the performance of your business at any given time, empowering you to make critical business decisions in an informed manner. It enables you to take your business to the next level, delivering competitive advantage. CRM is known to improve customer loyalty, lifetime value, satisfaction rates, as well as reduce admin and customer churn. Studies by the likes of Gartner, Outsell, Accenture, Bain and Company and IDC have proved the value of CRM. CRM enables cross-departmental INSIGHT, delivers organisation-wide PRODUCTIVITY gains, facilitates organisation-wide COLLABORATION and drives COMPETITIVE ADVANTAGE for your business.
  • About Sage CRM: Full Suite CRM - Specifically Designed for the SMB – Award-winning Sage CRM has been specifically designed with the needs of the SMB in mind ; it is a full suite CRM solution comprising sales, marketing and customer service automation and offers deep functionality and a broad feature-set at a highly competitive price point and with a low TCO. Integrated & Business Process Centric – Sage CRM integrates with leading Sage ERP products to provide a complete business applications environment for SMBs; deep integration with Sage ERP drives straight-through business processing across Sage front and back office applications; fully integrated today with Sage Accpac ERP, Sage Pro ERP, OfficeLine, Sage 100, Sage 200, Sage 1000 and MAS 90/200 ; l everaging its web services architecture, Sage CRM can be easily integrated with other third party applications and on-demand services. Collaborative CRM – Online Customer Interaction – Sage CRM is a fully web-based application (rather than a traditional client/server-based one) that enables front office (sales, marketing and customer service) management via the web. As a fully web-architected solution, Sage CRM also enables organisations to extend its powerful functionality and capabilities beyond company boundaries with ease, providing for out-of-the-box services such as web-to-lead and email marketing management. It also drives online customer collaboration through its web self-service functionality, empowering SMBs to leverage the power of the web for their business. Easy to Use - Sage CRM is easy to use with an attractive, intuitive GUI; it provides on-screen coaching throughout; it is fully web-based meaning users can access it through their browser in a familiar and easy-to-navigate interface. Quick and Easy to Deploy – Sage CRM is quick and easy to deploy; users can be up and running in days or weeks (not months) delivering rapid ROI. Built to Extend – Sage CRM is engineered to extend; i t is based on a modern, web-based Service Oriented Architecture which is highly flexible, extensible and which future-proofs your investment; it is ready to go out-of-the-box yet highly customisable. Localised and International – Sage CRM offers multi-lingual and multi-currency support and is delivered with full international support (Unicode & ASCII). It is available in many languages and has been sold in over 28 countries worldwide where it is helping thousands of businesses every day to manage their customer relationships. Mobile Enabled – Sage CRM is a fully web-based solution which can be accessed via the internet at home, in the office or on the move. It offers offline synchronisation (“Solo”) for remote laptop users and online access to mobile device users so that users can stay connected to their customers wherever they are. On-Demand - Sage CRM can be deployed on-demand or on-premise, delivering complete freedom of choice.

Transcript

  • 1.
    • Monthly Thought Leadership sessions with Triad
    • December 22 nd 2009
  • 2.  
  • 3.  
  • 4.  
  • 5.  
  • 6.
    • More calls
    • Bigger territory
    • More discounts
    • Respond faster – be first
    • More leads at lower cost
  • 7.
    • 160 hours!!
    • Value Added Time – VAT hours
    • Meetings, demos, phone calls
    • Non value added time - 160 - VAT
  • 8.  
  • 9.
    • Daily huddle
    • Day end sales call report
    • Weekly Report
    • Monthly pipeline forecast
    • ?? hours per sales person per month
  • 10.
    • Simple consolidations
    • By sales person /time period/ product category / geography
    • Consolidations need to be interpreted
    • Pipeline health by status and stage – where do we stand?
    • Velocity– no of new opportunities created in the period?
    • Rating and Ranking - focus on early closures
    • Where does an opportunity need support from the management?
    • Missing leads – lost deals usually get deleted in an Excel sheet
  • 11.
    • Chewing the cud
    • Assignment of leads received from website – email sent to sales person, recorded in an Excel sheet, consolidated for marketing leads report
    • Collaboration activity
    • Discount request, tender bond request, approvals, aligning calendars for meetings
    • Hunting for the right information
    • Email with the final discount, final version of the brochure/proposal/supplier quote
  • 12.  
  • 13.
    • F acilitate – document storage/ in context to opp
    • Eg: Discount approval Excel sheet, brochure, quote
    • A utomate - Repetitive tasks through technology
    • Eg. New Year greetings mass email
    • C ut – Non value added tasks
    • Eg: Travel time to office to submit daily sales report
    • E nter data once / in central place
    • Eg: Analytical reports are easier to produce from raw data
  • 14.
    • S upport – admin support for data entry
    • Eg. Visiting card scanning, project database upload
    • E scalate – track important time stamps
    • Eg: Closed sales – bid bond to be collected from customer, proposal submission to happen within 24hrs of demo
    • O wn Customer intelligence – don’t lose accounts when you lose employees
    • Eg: New employee can take over accounts easily
  • 15. “ Multiplying the time saved times the correction factor enables you to quantify the actual returns from increased productivity to your organization. …….………sales representatives are likely to require a correction factor of a mere .7 to .9. “
  • 16.
    • CRM is a business strategy designed to optimise profitability , revenue , and customer satisfaction
  • 17.
    • Dashboards deliver a unified view of all key sales information
    • Real-time pipeline management ensures focussed sales activity
    • Forecasts can be prepared and submitted in minutes
    • Increases visibility on customer interaction across departments
    • Reduces time spent on administration thereby increasing productivity
    • Automates quotation generation
    • Leverages financial information from the back-office system for accurate pricing, quotes and orders
    • Empowers sales staff to sell more effectively
    • Enables sales staff to focus on the most important sales opportunities
    From Sage CRM
  • 18.
    • Dashboards deliver sales management a unified view of all key sales information
    • Improves transparency in the sales pipeline
    • Real-time pipeline management ensures focussed sales activity
    • Enables quick and easy team forecast generation and improves sales forecast accuracy
    • Enables regular sales performance monitoring
    • Reduces opportunity slippage
    • Optimises sales resources against high-potential opportunities
    • Maximises cross and up-sell opportunities
    • Empowers sales staff to sell more effectively
    • Enables sales staff to focus on the most important sales opportunities
    • Minimises sales administration and maximises sales staff productivity
    From Sage CRM
  • 19.
    • Reports provide instant insight into business performance across multiple criteria
    • Delivers the ability to “sanity check” forecast data with full drill-down to underlying details
    • Enables easy insight into revenue/budget variance
    • Enables real-time corporate performance management/insight at-a-glance through dashboards
    • Improves responsiveness to critical business issues
    • Improves sales forecast accuracy and pipeline management
    • Marketing budget and return-on-investment can be monitored in real-time
    • Drives revenue business efficiency and performance leading to increased revenue growth and profitability
    • Leverages financial information from the front and back-office for a complete view of the business
    From Sage CRM
  • 20.
    • Empowers marketing staff to plan and execute highly effective campaigns
    • Enables highly targeted customer communications
    • Results in decreased cost-per-lead through automation
    • Delivers insight into the lifetime value of customers
    • Enables close alignment with the sales department and other key stakeholders
    • Enables market segmentation based on financial data from the back office
    • Enables marketing staff to target the right companies at the right time
    • Helps eliminate guesswork and optimise marketing resources
    • Delivers full campaign planning encompassing above-the-line and below-the-line activities as well as costs
    • Combines actual campaign results with actual campaign costs to calculate the real return on marketing investment
    From Sage CRM
  • 21.
    • Helps reduce the amount of time spent on customer service administration thereby increasing the productivity of customer support representatives
    • Monitors service performance against SLAs
    • Extends customer service through 24x7 web self-service options 
    • Enables customer service staff to leverage the knowledge of colleagues through a centralised knowledge base
    • Delivers a 360 degree view of customer information across front and back office systems for easier issue resolution and improved cross-selling opportunities
    • Workflow automatically manages case allocation, progression and escalation ; improving response times and ensuring no one ‘falls through the cracks’
    • Enables customer satisfaction measurement and benchmarking
    • Dashboards deliver a unified view of all key customer service performance information in real time
    From Sage CRM
  • 22.
    • Saves time and minimises mistakes by avoiding duplication of data entry
    • Improves customer service by using a single point of reference for sales orders
    • Credit control and the sales team have access to the same financial information which enables them both to chase outstanding debt when dealing with customers
    • Ensures a fast response to significant events and routine tasks using alerts
    • Improves customer service by giving the back office access to key customer information such as buying patterns and communications history
    From Sage CRM (with ERP integration)
  • 23.  
  • 24. Sage ERP & Sage Suites On Demand Services 3 rd Party Applications Connecting Your Business Your Sales, Marketing & Customer Service Teams Your Customers & Partners
  • 25. Something to brew over Perspective matters Shobha Moni [email_address]