Customer Relationship Management By Jerry Helms

The Problem Your customers are complaining Wrong product shipped. No one ever returns a phone call. I was charged the wrong amount. Sales, Sales, Sales I don’t know what we have in the pipeline. Our prospects are in Bob’s electronic rolodex and Bob is on leave.

Your customers are complaining

Wrong product shipped.

No one ever returns a phone call.

I was charged the wrong amount.

Sales, Sales, Sales

I don’t know what we have in the pipeline.

Our prospects are in Bob’s electronic rolodex and Bob is on leave.

More Problems Marketing Did that last email marketing campaign generate any new sales?

Marketing

Did that last email marketing campaign generate any new sales?

Customer Relationship Management System Business processes drive a technical CRM solution Sales life cycle Account management policies Customer retention goals

Business processes drive a technical CRM solution

Sales life cycle

Account management policies

Customer retention goals

Benefits of a CRM System Quantitative Improved sales and profitability Measurement Pipeline Activities Opportunities Lower marketing costs Qualitative Proactive follow up on leads Improved customer relationships Improved staff efficiencies

Quantitative

Improved sales and profitability

Measurement

Pipeline

Activities

Opportunities

Lower marketing costs

Qualitative

Proactive follow up on leads

Improved customer relationships

Improved staff efficiencies

Contact Management Accounts Contacts Activities Notes and History Emails Calendar

Accounts

Contacts

Activities

Notes and History

Emails

Calendar

Opportunity Management Identifies specific selling opportunities History of touch points Notes on each opportunity

Identifies specific selling opportunities

History of touch points

Notes on each opportunity

Cases Identification of any customer issue that requires a follow up Assigned to a specific person Automatic escalation after a specified time interval has lapsed

Identification of any customer issue that requires a follow up

Assigned to a specific person

Automatic escalation after a specified time interval has lapsed

Marketing Campaigns Promotes regular and ongoing communication with customers Newsletters Email blasts Measures effectiveness of a specific campaign

Promotes regular and ongoing communication with customers

Newsletters

Email blasts

Measures effectiveness of a specific campaign

Configurable Software Built-in development studio Define new fields Change drop down list values Customize forms Third-party components Report writing

Built-in development studio

Define new fields

Change drop down list values

Customize forms

Third-party components

Report writing

Popular CRM Software Platforms SugarCRM – open source Microsoft CRM – purchased solution Sage SalesLogix – purchased solution Saleforce.Com – SaaS license model

SugarCRM – open source

Microsoft CRM – purchased solution

Sage SalesLogix – purchased solution

Saleforce.Com – SaaS license model

Summary A CRM system is a combination of business processes and a software solution. Grows sales and profitability. Improves customer relationships Improves internal staff efficiencies

A CRM system is a combination of business processes and a software solution.

Grows sales and profitability.

Improves customer relationships

Improves internal staff efficiencies

Contact Us 888-881-4605 www.nonstopportals.com

888-881-4605

www.nonstopportals.com