CRM Made SuccessfulClimbing the Adoption Curve<br />Jan Sysmans<br />Wednesday April 6 - 10:25 am<br />©2011 SugarCRM Inc....
Increase Sales Productivity<br />“In just 12 months, we <br />shortened our sales cycles by 20 percent& <br />increased ou...
Improve Customer Service<br />“The integration of SugarCRM throughout the business has reduced order processing from a hal...
Better Visibility and Cost Savings<br />“We have tripled the number of web leads, and increased the visibility into our bu...
Agenda<br />What is CRM<br />CRM Adoption Curve<br />Social CRM Adoption Curve<br />4/6/11<br />6<br />©2011 SugarCRM Inc....
CRM<br />Customer <br />Relationship <br />Management<br />4/6/11<br />7<br />©2011 SugarCRM Inc. All rights reserved.<br />
CRM<br />CRM is about Customers<br />4/6/11<br />8<br />©2011 SugarCRM Inc. All rights reserved.<br />
CRM<br />CRM is about Growing andRetainingCustomers<br />4/6/11<br />9<br />©2011 SugarCRM Inc. All rights reserved.<br />
The Business World Is Changing<br />Customers Are More Demanding<br />4/6/11<br />10<br />©2011 SugarCRM Inc. All rights r...
How To Respond To This Change<br />Putting The Customer First<br />4/6/11<br />11<br />©2011 SugarCRM Inc. All rights rese...
How Do You Do That?<br />4/6/11<br />12<br />©2011 SugarCRM Inc. All rights reserved.<br />
All Customer Facing Organizations<br />Sales<br />Support<br />Marketing<br />4/6/11<br />13<br />©2011 SugarCRM Inc. All ...
Customers<br />4/6/11<br />14<br />©2011 SugarCRM Inc. All rights reserved.<br />05/08/09<br />
Goals<br />Processes<br />People<br />Technology<br />Customers<br />4/6/11<br />15<br />©2011 SugarCRM Inc. All rights re...
Goals<br />Processes<br />People<br />Technology<br />Sales<br />Marketing<br />Customers<br />Services<br />Services<br /...
Goals<br />Processes<br />People<br />Technology<br />Marketing<br />Sales<br />Customers<br />Services<br />4/6/11<br />1...
Goals<br />Processes<br />People<br />Technology<br />Marketing<br />Sales<br />Customers<br />Services<br />Services<br /...
Think Big, Start Small and Move Fast<br />Sales<br />Support<br />Marketing<br />4/6/11<br />19<br />©2011 SugarCRM Inc. A...
Different Stages<br />4/6/11<br />21<br />©2011 SugarCRM Inc. All rights reserved.<br />
Unique<br />Differentiation<br />CRM Adoption Curve<br />Generic<br />CRM Process<br />Optimized<br />Manual<br />4/6/11<b...
4/6/11<br />23<br />©2011 SugarCRM Inc. All rights reserved.<br />
CRM Adoption Curve<br />Unique<br />Differentiation<br />Manual<br /><ul><li>Few defined processes, all manual
Data locked in emails & spreadsheets
No measurement or visibility </li></ul>1.<br />Generic<br />CRM Process<br />Optimized<br />Manual<br />4/6/11<br />24<br ...
4/6/11<br />25<br />©2011 SugarCRM Inc. All rights reserved.<br />
CRM Adoption Curve<br />Unique<br />Differentiation<br />2.<br />Managed<br /><ul><li>Repeatable processes
Source of shared data
Limited measurement and visibility</li></ul>Generic<br />CRM Process<br />Optimized<br />Manual<br />4/6/11<br />26<br />©...
4/6/11<br />27<br />©2011 SugarCRM Inc. All rights reserved.<br />
CRM Adoption Curve<br />Unique<br />Defined<br /><ul><li>Battle-tested processes
Team Collaboration
Accurate measurement and clear visibility</li></ul>3.<br />Differentiation<br />Generic<br />CRM Process<br />Optimized<br...
4/6/11<br />29<br />©2011 SugarCRM Inc. All rights reserved.<br />
CRM Adoption Curve<br />4.<br />Optimized<br /><ul><li>Differentiated best practices
Integrated and scalable systems
Quickly adapt to changing market</li></ul>Unique<br />Differentiation<br />Generic<br />CRM Process<br />Optimized<br />Ma...
CRM Adoption Curve<br />Optimized<br />4.<br />Unique<br />Defined<br />3.<br />Differentiation<br />2.<br />Managed<br />...
Evolution of the CRM Landscape<br />4/6/11<br />32<br />©2011 SugarCRM Inc. All rights reserved.<br />
Traditional Buying Model<br />4/6/11<br />33<br />©2011 SugarCRM Inc. All rights reserved.<br />
Complex Social Buying Model<br />4/6/11<br />34<br />©2011 SugarCRM Inc. All rights reserved.<br />
Introducing Social CRM<br />4/6/11<br />35<br />©2011 SugarCRM Inc. All rights reserved.<br />
Social CRM Adoption Curve<br />Engage<br />4.<br />Unique<br />Talk<br />3.<br />Social Sophistication<br />2.<br />Listen...
OK, So How Do You Do That?<br />4/6/11<br />37<br />©2011 SugarCRM Inc. All rights reserved.<br />
Introducing<br />4/6/11<br />©2011 SugarCRM Inc. All rights reserved.<br />38<br />
Selling to Mark<br />4/6/11<br />©2011 SugarCRM Inc. All rights reserved.<br />39<br />
Manual Stage: Mark Hinkle at Cloud.com<br />4/6/11<br />40<br />©2011 SugarCRM Inc. All rights reserved.<br />
Manual Stage: Mark Hinkle at Cloud.com<br />4/6/11<br />41<br />©2011 SugarCRM Inc. All rights reserved.<br />
SugarCRM = Social CRM <br />4/6/11<br />42<br />©2011 SugarCRM Inc. All rights reserved.<br />
Listen: LinkedIn<br />4/6/11<br />43<br />©2011 SugarCRM Inc. All rights reserved.<br />
Listen: Twitter<br />4/6/11<br />44<br />©2011 SugarCRM Inc. All rights reserved.<br />
Upcoming SlideShare
Loading in...5
×

CRM Made Simple: CRM Adoption Curve

2,117

Published on

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

Published in: Business
0 Comments
2 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
2,117
On Slideshare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
99
Comments
0
Likes
2
Embeds 0
No embeds

No notes for slide

Transcript of "CRM Made Simple: CRM Adoption Curve"

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

    Clipping is a handy way to collect important slides you want to go back to later.

×