Customer Relationship Management (CRM) - By Jerry Helms

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Non Stop Portals assists organizations in the implementation of improved business processes and technical CRM solutions. This presentation is an overview of what a Customer Relationship Management (CRM) System is all about. By Jerry Helms

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Customer Relationship Management (CRM) - By Jerry Helms

  1. 1. Customer Relationship Management By Jerry Helms
  2. 2. The Problem <ul><li>Your customers are complaining </li></ul><ul><ul><li>Wrong product shipped. </li></ul></ul><ul><ul><li>No one ever returns a phone call. </li></ul></ul><ul><ul><li>I was charged the wrong amount. </li></ul></ul><ul><li>Sales, Sales, Sales </li></ul><ul><ul><li>I don’t know what we have in the pipeline. </li></ul></ul><ul><ul><li>Our prospects are in Bob’s electronic rolodex and Bob is on leave. </li></ul></ul>
  3. 3. More Problems <ul><li>Marketing </li></ul><ul><ul><li>Did that last email marketing campaign generate any new sales? </li></ul></ul>
  4. 4. Customer Relationship Management System <ul><li>Business processes drive a technical CRM solution </li></ul><ul><ul><li>Sales life cycle </li></ul></ul><ul><ul><li>Account management policies </li></ul></ul><ul><ul><li>Customer retention goals </li></ul></ul>
  5. 5. Benefits of a CRM System <ul><li>Quantitative </li></ul><ul><ul><li>Improved sales and profitability </li></ul></ul><ul><ul><li>Measurement </li></ul></ul><ul><ul><ul><li>Pipeline </li></ul></ul></ul><ul><ul><ul><li>Activities </li></ul></ul></ul><ul><ul><ul><li>Opportunities </li></ul></ul></ul><ul><ul><li>Lower marketing costs </li></ul></ul><ul><li>Qualitative </li></ul><ul><ul><li>Proactive follow up on leads </li></ul></ul><ul><ul><li>Improved customer relationships </li></ul></ul><ul><ul><li>Improved staff efficiencies </li></ul></ul>
  6. 6. Contact Management <ul><li>Accounts </li></ul><ul><li>Contacts </li></ul><ul><li>Activities </li></ul><ul><li>Notes and History </li></ul><ul><li>Emails </li></ul><ul><li>Calendar </li></ul>
  7. 9. Opportunity Management <ul><li>Identifies specific selling opportunities </li></ul><ul><ul><li>History of touch points </li></ul></ul><ul><ul><li>Notes on each opportunity </li></ul></ul>
  8. 10. Cases <ul><li>Identification of any customer issue that requires a follow up </li></ul><ul><li>Assigned to a specific person </li></ul><ul><li>Automatic escalation after a specified time interval has lapsed </li></ul>
  9. 11. Marketing Campaigns <ul><li>Promotes regular and ongoing communication with customers </li></ul><ul><ul><li>Newsletters </li></ul></ul><ul><ul><li>Email blasts </li></ul></ul><ul><li>Measures effectiveness of a specific campaign </li></ul>
  10. 12. Configurable Software <ul><li>Built-in development studio </li></ul><ul><ul><li>Define new fields </li></ul></ul><ul><ul><li>Change drop down list values </li></ul></ul><ul><ul><li>Customize forms </li></ul></ul><ul><li>Third-party components </li></ul><ul><ul><li>Report writing </li></ul></ul>
  11. 13. Popular CRM Software Platforms <ul><li>SugarCRM – open source </li></ul><ul><li>Microsoft CRM – purchased solution </li></ul><ul><li>Sage SalesLogix – purchased solution </li></ul><ul><li>Saleforce.Com – SaaS license model </li></ul>
  12. 14. Summary <ul><li>A CRM system is a combination of business processes and a software solution. </li></ul><ul><li>Grows sales and profitability. </li></ul><ul><li>Improves customer relationships </li></ul><ul><li>Improves internal staff efficiencies </li></ul>
  13. 15. Contact Us <ul><li>888-881-4605 </li></ul><ul><li>www.nonstopportals.com </li></ul>

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