What is CRM?<br />Not CMS (Content Management System)<br />CRM stands for Customer Relationship Management<br />Typically ...
How Do You Get Leads?<br />?<br />
How Do You Get Leads?<br />Referrals <br />Through your website<br />Networking <br />Partnerships<br />Word of Mouth <br ...
What do you do with these leads?<br />
What do you do with these leads?<br />Nothing...its all in my head and that's fine<br />
What do you do with these leads?<br />Nothing...its all in my head and that's fine<br />Add them to a spreadsheet  <br />
What do you do with these leads?<br />Nothing...its all in my head and that's fine<br />Add them to a spreadsheet <br />Ad...
Low Tech CRM<br />
Side effects of Low Tech CRM<br />
What do you do with these leads?<br />Nothing...its all in my head and that's fine<br />Add them to a spreadsheet <br />Ad...
What do you do with these leads?<br />Nothing...its all in my head and that's fine<br />Add them to a spreadsheet <br />Ad...
Why Should You Care?<br />Customer RetentionRetain and expand your business and relationships with your customers through ...
When is CRM a Good Idea?<br />If you want to organize and manage your sales process more efficiently <br />To get more out...
When is CRM a Bad Idea?<br />If you are unwilling to commit to the CRM. CRM works best the more you use it, and the more d...
The CRM Industry<br />More companies adopting web based CRM software<br />Smart phone CRM apps will help sales forces beco...
$14 Billion in 2007
Estimated $22 Billion in 2012</li></li></ul><li>Different Types of CRM<br />Web Based<br />Pros<br />Accessible from anywh...
All your data is stored locally
No need for an internet connection</li></ul>Cons<br /><ul><li>If your computer crashes your data is lost
Not easy to collaborate and share data
Slow to upgrade / update</li></li></ul><li>Choosing the Right CRM<br />Salesforce.com – www.salesforce.comEnterprise<br />...
SalesForce (Enterprise)<br />What is it good for?<br />Enterprise / Corporate customers<br />Companies requiring a LOT of ...
Contact View<br />
Dashboard View<br />
Customization View<br />
SugarCRM (Mid-Sized)<br />What is it good for?<br />Easier to use than Salesforce<br />Free to setup on your web server fo...
Contact View<br />
Dashboard View<br />
Customer Support View<br />
KarmaCRM (Small to Medium)<br />What is it good for?<br /><ul><li>Simple Intuitive Interface
Collaboration with Small Teams
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Choosing the Right CRM

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This presentation will walk you through 3 CRM systems to help determine which is right for you (Salesforce.com, SugarCRM.com and KarmaCRM.com). Choosing the right CRM will help improve your sales and customer service teams.

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Choosing the Right CRM

  1. 1.
  2. 2. What is CRM?<br />Not CMS (Content Management System)<br />CRM stands for Customer Relationship Management<br />Typically used for managing sales or customer service<br />Big dogs include Salesforce.comSugarCRM, ACT<br />
  3. 3. How Do You Get Leads?<br />?<br />
  4. 4. How Do You Get Leads?<br />Referrals <br />Through your website<br />Networking <br />Partnerships<br />Word of Mouth <br />Advertising<br />…..Nepotism<br />
  5. 5. What do you do with these leads?<br />
  6. 6. What do you do with these leads?<br />Nothing...its all in my head and that's fine<br />
  7. 7. What do you do with these leads?<br />Nothing...its all in my head and that's fine<br />Add them to a spreadsheet  <br />
  8. 8. What do you do with these leads?<br />Nothing...its all in my head and that's fine<br />Add them to a spreadsheet <br />Add yet another sticky note to your monitor<br />
  9. 9. Low Tech CRM<br />
  10. 10. Side effects of Low Tech CRM<br />
  11. 11. What do you do with these leads?<br />Nothing...its all in my head and that's fine<br />Add them to a spreadsheet <br />Add yet another sticky note to your monitor<br />Add them to a CRM System!<br />
  12. 12. What do you do with these leads?<br />Nothing...its all in my head and that's fine<br />Add them to a spreadsheet <br />Add yet another sticky note to your monitor<br />Add them to a CRM System!<br />
  13. 13. Why Should You Care?<br />Customer RetentionRetain and expand your business and relationships with your customers through up-selling, cross-selling and servicing.<br />Create Customer EvangelistsMake your customers so happy with your service that they evangelize your business for you. <br />Customer AcquisitionEfficiently organize and qualify your prospects so you are only dealing with the leads most likely to bring you business <br />Cost ReductionBy streamlining your sales and customer service processes, you can eliminate waste and increase efficiency. You can do more in less time.<br />
  14. 14. When is CRM a Good Idea?<br />If you want to organize and manage your sales process more efficiently <br />To get more out of your existing leads <br />Collaboration with team members<br />Getting more reliable projections than "I swear this deal is hot" <br />If you want sales to still function when your sales superstar is sick, or quits<br />
  15. 15. When is CRM a Bad Idea?<br />If you are unwilling to commit to the CRM. CRM works best the more you use it, and the more details you give it.<br />If you only have one or a few clients and don't need the structure a CRM provides (Although I would still recommend using some sort of system) <br />If you are afraid of computers<br />
  16. 16. The CRM Industry<br />More companies adopting web based CRM software<br />Smart phone CRM apps will help sales forces become more flexible and more mobile <br />CRM Growth Report by AMR research<br />http://www.destinationcrm.com/Articles/News/Daily-News/Growth-Trend-Continues-for-CRM-49755.aspx <br /><ul><li>$12 Billion in 2006
  17. 17. $14 Billion in 2007
  18. 18. Estimated $22 Billion in 2012</li></li></ul><li>Different Types of CRM<br />Web Based<br />Pros<br />Accessible from anywhere<br />Easy to share data and collaborate with co-workers<br />You usually gain access to free updates and upgrades as they are available<br />Web-based software is typically more agile and flexible than their desktop counterparts<br />Emphasis on usability <br />Cons<br />Can be slower than a desktop based application<br />Not available without internet<br />If the company folds you might loose all your data<br />Desktop Software<br />Pros<br /><ul><li>Typically pretty fast
  19. 19. All your data is stored locally
  20. 20. No need for an internet connection</li></ul>Cons<br /><ul><li>If your computer crashes your data is lost
  21. 21. Not easy to collaborate and share data
  22. 22. Slow to upgrade / update</li></li></ul><li>Choosing the Right CRM<br />Salesforce.com – www.salesforce.comEnterprise<br />SugarCRM – www.sugarcrm.comMid-size companies (Open Source)<br />KarmaCRM – www.karmacrm.comIndividuals and small to mid-sized companies<br />
  23. 23. SalesForce (Enterprise)<br />What is it good for?<br />Enterprise / Corporate customers<br />Companies requiring a LOT of customization and flexibility<br />People that need to rely on a big name<br />Many apps based on the SalesForce platform<br />Why?<br />Tons of flexibility <br />Many modules and add-ons<br />Integration with a lot of different platforms<br />
  24. 24. Contact View<br />
  25. 25. Dashboard View<br />
  26. 26. Customization View<br />
  27. 27. SugarCRM (Mid-Sized)<br />What is it good for?<br />Easier to use than Salesforce<br />Free to setup on your web server for free<br />Good integration between Sales / Marketing and Customer Support through user specific roles <br />Open Source<br />Why?<br />Has clearly defined roles for the various ways you use CRM<br />Since it is open source it is being actively developed by the community<br />Simpler Interface than Salesforce<br />
  28. 28. Contact View<br />
  29. 29. Dashboard View<br />
  30. 30. Customer Support View<br />
  31. 31. KarmaCRM (Small to Medium)<br />What is it good for?<br /><ul><li>Simple Intuitive Interface
  32. 32. Collaboration with Small Teams
  33. 33. CRM for Individuals
  34. 34. QuickUser Adoption</li></ul>Why?<br /><ul><li>Users only presented with the necessary options to avoid confusion
  35. 35. Customer Driven Development
  36. 36. Minimal configuration necessary to get rolling</li></li></ul><li>Contact View<br />
  37. 37. Dashboard View<br />
  38. 38. Calendar View<br />
  39. 39. Implementing CRM<br />Before selecting a system, actually use it for a bit, setup some customers or leads and get a feel for how it would work for you.<br />Define who will be using the CRM<br />Salespeople<br />Customer Service Reps<br />Marketing Department<br />Help Desk Team<br />Select a CRM that is flexible enough to conform to your business practices, not the other way around<br />Establish company wide standards for your CRM to ensure everyone uses it the same way<br />
  40. 40. Free Signup<br />http://www.karmacrm.com/signup/new<br />Use the invitation code: instantkarma<br />We love your feedback, feel free to email me at jp@karmacrm.com or message me on twitter: <br />@metajp @karmacrm<br />

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