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CRM Made Simple: CRM Adoption Curve
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CRM Made Simple: CRM Adoption Curve

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Different companies at different stages of CRM initiatives require a specific set of processes and tools. Discover where you are in your CRM adoption and how to climb that adoption curve. ...

Different companies at different stages of CRM initiatives require a specific set of processes and tools. Discover where you are in your CRM adoption and how to climb that adoption curve.

Presented at SugarCon 2011 by Jan Sysmans, Senior Director Product Marketing at SugarCRM

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    CRM Made Simple: CRM Adoption Curve CRM Made Simple: CRM Adoption Curve Presentation Transcript

    • CRM Made SuccessfulClimbing the Adoption Curve
      Jan Sysmans
      Wednesday April 6 - 10:25 am
      ©2011 SugarCRM Inc. All rights reserved.
    • Increase Sales Productivity
      “In just 12 months, we
      shortened our sales cycles by 20 percent&
      increased our new business by 15 percent”
      MassimilianoPianigiani, Sales Director, Mia Energia(Italy)
      “We’ve experienced productivity gains of 30-50 percent”
      Erica Vorsay, General Manager, Trans-Tasman Business Circle (Australia)
      “Our sales team has increased productivity by 30 percent while our customer service team has improved its response time by 50 percent.”
      MahzanMiskam, Head of Information Communication Technology, UEM Land Group (Malaysia)
      4/6/11
      3
      ©2011 SugarCRM Inc. All rights reserved.
    • Improve Customer Service
      “The integration of SugarCRM throughout the business has reduced order processing from a half a day to less than one hour.”
      Naomi Simson, CEO, Red Balloon (Australia)
      “Our switch to SugarCRM means that we are now even better equipped to deliver excellence in customer service”
      Alex Pettefer, UK Group Marketing Director, Loomis (UK)
      4/6/11
      4
      ©2011 SugarCRM Inc. All rights reserved.
    • Better Visibility and Cost Savings
      “We have tripled the number of web leads, and increased the visibility into our business”
      Jennifer Maitland, Marketing Operations Manager, CaplinSystems (UK)
      “In just over a year we have reduced employer’s health care costs by 20 percent and reduced membership information processing time by 60 percent.”
      Marty Heaner, CTO, TenzingHealth (USA)
      “SugarCRM’s customization and integration capabilities have saved us tens of thousands in operational costs thanks to its ability to tie sales and back-office operations together.”
      Martin Ross, VP of Technology, Healthscreen (Canada)
      4/6/11
      5
      ©2011 SugarCRM Inc. All rights reserved.
    • Agenda
      What is CRM
      CRM Adoption Curve
      Social CRM Adoption Curve
      4/6/11
      6
      ©2011 SugarCRM Inc. All rights reserved.
    • CRM
      Customer
      Relationship
      Management
      4/6/11
      7
      ©2011 SugarCRM Inc. All rights reserved.
    • CRM
      CRM is about Customers
      4/6/11
      8
      ©2011 SugarCRM Inc. All rights reserved.
    • CRM
      CRM is about Growing andRetainingCustomers
      4/6/11
      9
      ©2011 SugarCRM Inc. All rights reserved.
    • The Business World Is Changing
      Customers Are More Demanding
      4/6/11
      10
      ©2011 SugarCRM Inc. All rights reserved.
    • How To Respond To This Change
      Putting The Customer First
      4/6/11
      11
      ©2011 SugarCRM Inc. All rights reserved.
    • How Do You Do That?
      4/6/11
      12
      ©2011 SugarCRM Inc. All rights reserved.
    • All Customer Facing Organizations
      Sales
      Support
      Marketing
      4/6/11
      13
      ©2011 SugarCRM Inc. All rights reserved.
    • Customers
      4/6/11
      14
      ©2011 SugarCRM Inc. All rights reserved.
      05/08/09
    • Goals
      Processes
      People
      Technology
      Customers
      4/6/11
      15
      ©2011 SugarCRM Inc. All rights reserved.
      05/08/09
    • Goals
      Processes
      People
      Technology
      Sales
      Marketing
      Customers
      Services
      Services
      4/6/11
      16
      ©2011 SugarCRM Inc. All rights reserved.
      05/08/09
    • Goals
      Processes
      People
      Technology
      Marketing
      Sales
      Customers
      Services
      4/6/11
      17
      ©2011 SugarCRM Inc. All rights reserved.
      05/08/09
    • Goals
      Processes
      People
      Technology
      Marketing
      Sales
      Customers
      Services
      Services
      4/6/11
      18
      ©2011 SugarCRM Inc. All rights reserved.
      05/08/09
    • Think Big, Start Small and Move Fast
      Sales
      Support
      Marketing
      4/6/11
      19
      ©2011 SugarCRM Inc. All rights reserved.
    • Different Stages
      4/6/11
      21
      ©2011 SugarCRM Inc. All rights reserved.
    • Unique
      Differentiation
      CRM Adoption Curve
      Generic
      CRM Process
      Optimized
      Manual
      4/6/11
      22
      ©2011 SugarCRM Inc. All rights reserved.
    • 4/6/11
      23
      ©2011 SugarCRM Inc. All rights reserved.
    • CRM Adoption Curve
      Unique
      Differentiation
      Manual
      • Few defined processes, all manual
      • Data locked in emails & spreadsheets
      • No measurement or visibility
      1.
      Generic
      CRM Process
      Optimized
      Manual
      4/6/11
      24
      ©2011 SugarCRM Inc. All rights reserved.
    • 4/6/11
      25
      ©2011 SugarCRM Inc. All rights reserved.
    • CRM Adoption Curve
      Unique
      Differentiation
      2.
      Managed
      • Repeatable processes
      • Source of shared data
      • Limited measurement and visibility
      Generic
      CRM Process
      Optimized
      Manual
      4/6/11
      26
      ©2011 SugarCRM Inc. All rights reserved.
    • 4/6/11
      27
      ©2011 SugarCRM Inc. All rights reserved.
    • CRM Adoption Curve
      Unique
      Defined
      • Battle-tested processes
      • Team Collaboration
      • Accurate measurement and clear visibility
      3.
      Differentiation
      Generic
      CRM Process
      Optimized
      Manual
      4/6/11
      28
      ©2011 SugarCRM Inc. All rights reserved.
    • 4/6/11
      29
      ©2011 SugarCRM Inc. All rights reserved.
    • CRM Adoption Curve
      4.
      Optimized
      • Differentiated best practices
      • Integrated and scalable systems
      • Quickly adapt to changing market
      Unique
      Differentiation
      Generic
      CRM Process
      Optimized
      Manual
      4/6/11
      30
      ©2011 SugarCRM Inc. All rights reserved.
    • CRM Adoption Curve
      Optimized
      4.
      Unique
      Defined
      3.
      Differentiation
      2.
      Managed
      Manual
      1.
      Generic
      CRM Process
      Optimized
      Manual
      4/6/11
      31
      ©2011 SugarCRM Inc. All rights reserved.
    • Evolution of the CRM Landscape
      4/6/11
      32
      ©2011 SugarCRM Inc. All rights reserved.
    • Traditional Buying Model
      4/6/11
      33
      ©2011 SugarCRM Inc. All rights reserved.
    • Complex Social Buying Model
      4/6/11
      34
      ©2011 SugarCRM Inc. All rights reserved.
    • Introducing Social CRM
      4/6/11
      35
      ©2011 SugarCRM Inc. All rights reserved.
    • Social CRM Adoption Curve
      Engage
      4.
      Unique
      Talk
      3.
      Social Sophistication
      2.
      Listen
      Manual
      1.
      Generic
      SCRM Process
      Optimized
      Manual
      4/6/11
      36
      ©2011 SugarCRM Inc. All rights reserved.
    • OK, So How Do You Do That?
      4/6/11
      37
      ©2011 SugarCRM Inc. All rights reserved.
    • Introducing
      4/6/11
      ©2011 SugarCRM Inc. All rights reserved.
      38
    • Selling to Mark
      4/6/11
      ©2011 SugarCRM Inc. All rights reserved.
      39
    • Manual Stage: Mark Hinkle at Cloud.com
      4/6/11
      40
      ©2011 SugarCRM Inc. All rights reserved.
    • Manual Stage: Mark Hinkle at Cloud.com
      4/6/11
      41
      ©2011 SugarCRM Inc. All rights reserved.
    • SugarCRM = Social CRM
      4/6/11
      42
      ©2011 SugarCRM Inc. All rights reserved.
    • Listen: LinkedIn
      4/6/11
      43
      ©2011 SugarCRM Inc. All rights reserved.
    • Listen: Twitter
      4/6/11
      44
      ©2011 SugarCRM Inc. All rights reserved.
    • Listen: Social Map
      4/6/11
      45
      ©2011 SugarCRM Inc. All rights reserved.
    • Listen: Blog
      4/6/11
      46
      ©2011 SugarCRM Inc. All rights reserved.
    • Listen: Social Profile / Sales Intelligence
      4/6/11
      47
      ©2011 SugarCRM Inc. All rights reserved.
    • Talk/Engage: Document Sharing
      4/6/11
      48
      ©2011 SugarCRM Inc. All rights reserved.
    • Talk/Engage: Online Meetings
      4/6/11
      49
      ©2011 SugarCRM Inc. All rights reserved.
    • In Summary
      Implementing Social CRM takes a strategy
      Don’t try to do everything at once
      Think Big, Start Small, Move Fast
      Social CRM is a component of CRM
      4/6/11
      50
      ©2011 SugarCRM Inc. All rights reserved.
    • The Future of Business is Open
      4/6/11
      51
      ©2010 SugarCRM Inc. All rights reserved.
      Cloud
      Mobile
      SugarCRM
      Open Platform
      Collaboration
      Social