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Second CRM OYB Workshop
 

Second CRM OYB Workshop

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“Second CRM OYB Workshop” is an intensive short duration workshop where we don’t just talk about CRM concepts but how they can be implemented usefully in your day to day operations to Organise ...

“Second CRM OYB Workshop” is an intensive short duration workshop where we don’t just talk about CRM concepts but how they can be implemented usefully in your day to day operations to Organise Your Business. Second CRM consultants will share their knowledge and experience with you and help you understand the core benefits of implementing CRM through guided demonstrations of real software and also how you can reduce your initial investment by utilising MDEC Cloud Enablement incentive. Here are the slides for the first session from the latest workshop.

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    Second CRM OYB Workshop Second CRM OYB Workshop Presentation Transcript

    • © 2014 Soft Solvers Solutions. All Rights Reserved. Cloud CRM Solution for Small Businesses Second CRM Organise Your Business Workshop Session-I, June 2014
    • © 2014 Soft Solvers Solutions. All Rights Reserved. Agenda Customer Relationship Management Introduction What is CRM? What CRM can Do for me? Summary and Q & A
    • © 2014 Soft Solvers Solutions. All Rights Reserved.  Boosted win rates by 27%  Improved sales revenue by 34%  Increased lead volume by 52%  Cut service and support costs by 23% * Note: Figures based on a survey of 3,254 customers, by independent research firm MarketTools Inc, that uses On Demand CRM Solutions.  Without any Capital Investment  Without hiring any New Staff Organise AND Improve What is Business Improvement
    • © 2014 Soft Solvers Solutions. All Rights Reserved. Introduction Second CRM – Cloud CRM Solution for Small Businesses  SoftSolvers – MSC Malaysia Status company in Cyberjaya  Designed for Small to Midsize Businesses, as a viable alternative to more expensive overseas solutions  Helps in Managing Sales, Marketing and Customer Service  On Demand, No investment on server/software, No need IT guys, Highly Secure, Daily backups, Never lose any data  Easy-to-use, customizable, Access it any time, any where or on any device (desktop, tablet, or phone)
    • © 2014 Soft Solvers Solutions. All Rights Reserved. What we have DONE so far? Echelon Finalist 2011, Asia’s largest Startup event Asia Top 50 Apps 2010 - E27 Singapore Silver award for Best CRM Implementation - CCAM Malaysia, 2010 CRM Idol Semi- finalist 2012 & 2013 Achievements Customers * Second CRM has more than 100 active Customers in Asia.
    • © 2014 Soft Solvers Solutions. All Rights Reserved. What we have DONE so far? Partners
    • © 2014 Soft Solvers Solutions. All Rights Reserved. Agenda Customer Relationship Management Introduction What is CRM? What CRM can Do for me? Summary and Q & A
    • © 2014 Soft Solvers Solutions. All Rights Reserved. What is NOT a CRM? We always hear this …  We use UBS… MYOB… Tally…  We use Excel to manage our Customers and its working fine for us  We use Outlook and its doing great  and so on… But can they do this …  Pulling list of all your customers, whose Birth date is in this month  Viewing entire customer profile, including outcome of past meetings, quotes sent, status of service requests, etc, while waiting for the important meeting  How much you billed last month and how much is still outstanding, product or territory wise, better still teamwise, with time spent on each sale  Or even simple things like sharing data between teams, or access on the go  and so on…
    • © 2014 Soft Solvers Solutions. All Rights Reserved. So what Exactly is a CRM? Application Technology Improved Customer Acquisition & Retention BusinessValue Application Technology Business Strategy “CRM is a customer-focused business strategy designed to optimize profitability, revenue and customer satisfaction.” - Gartner  A customer-focused business strategy designed to optimise revenue, costs and customer satisfaction  Business strategy combined with application technology improves customer acquisition and retention  People, Process, Tools Customer Relationship Management is…
    • © 2014 Soft Solvers Solutions. All Rights Reserved. Agenda Customer Relationship Management Introduction What is CRM? What CRM can Do for me? Summary and Q & A
    • © 2014 Soft Solvers Solutions. All Rights Reserved. Customers Drive Business Success Today we’ll Focus on 3 Things  How CRM can help in Increasing Sales  How CRM can help in Improving Customer Retention  How CRM can help Enhancing Internal Efficiencies & External Image Effectively managing the customer lifecycle – from marketing to sales to service – is critical to every company’s profitability and growth.
    • © 2014 Soft Solvers Solutions. All Rights Reserved. Customers Drive Business Success How CRM can help in Increasing Sales Effectively managing the customer lifecycle – from marketing to sales to service – is critical to every company’s profitability and growth.
    • © 2014 Soft Solvers Solutions. All Rights Reserved. Increasing Sales Single View of Customer  Access to a centralised, customisable view of sales and support activity along with complete customer history from any location using a Web browser.  Centralised, Up-to-date, Accessible Anywhere  Complete History at one place, help in refreshing before meetings  Getting New Sales guys up-to-mark in the shortest possible time  Avoid Support Issues vs New Promotion Conflicts
    • © 2014 Soft Solvers Solutions. All Rights Reserved. Increasing Sales Shorter Sales Cycle  Shorter sales cycles and improved close rates with tools that enable lead and opportunity management, workflow rules customisation for automated sales processes, quote creation and order management.  Automated Lead Capturing and standard process of management  Timely Notifications & Alerts, for proper follow ups  Faster & Accurate Creation & Delivery of Business Documents  Easier to talk to Customers, when they call and the specific person is not available
    • © 2014 Soft Solvers Solutions. All Rights Reserved. Increasing Sales Visibility & Decision Making  Comprehensive reports that forecast sales, measure business activity and performance, track sales and service success, as well as identify trends, problems and opportunities.  Identifying Good Customers / Bad Customers  Fast or Slow Moving Products  Sales Personal Performance
    • © 2014 Soft Solvers Solutions. All Rights Reserved. Customers Drive Business Success How CRM can help in Improving Customer Retention Effectively managing the customer lifecycle – from marketing to sales to service – is critical to every company’s profitability and growth.
    • © 2014 Soft Solvers Solutions. All Rights Reserved. Customer Retention Why Customers Leave
    • © 2014 Soft Solvers Solutions. All Rights Reserved. Customer Retention Benefits of Customer Retention  Acquiring new customers can cost five times more than satisfying and retaining current customers  A 2% increase in customer retention has the same effect on profits as cutting costs by 10%  A 5% reduction in customer defection rate can increase profits by 25-125%, depending on the industry  The customer profitability rate tends to increase over the life of a retained customer
    • © 2014 Soft Solvers Solutions. All Rights Reserved. Customer Retention 3 Step Process C R M Know Your Customer Talk to Your Customer Analyse Your Customer
    • © 2014 Soft Solvers Solutions. All Rights Reserved. Know Your Customer Build Customer Database  Though its not easy or possible but db is KING  Knowing who your customers are  What they like / dislike, prefer?  Where do they hang out? Who influence them? How to Reach them?  How to get it  Loyalty Programme  MLM Database  Customer Support database  Customer Survey, Feedbacks, etc
    • © 2014 Soft Solvers Solutions. All Rights Reserved. Talk to Your Customer Track Every Interaction  Though its not easy or possible but db is the KING  Sending out Emails or Receiving Emails  Phone, Faxes, SMS's  Social Networks, Facebook, Twitter, etc  Survey, Feedbacks  How to do it  Policy to Keep record of every interaction  SLA based response via different modes  Central database
    • © 2014 Soft Solvers Solutions. All Rights Reserved. Analyse Your Customer Separating Wheat from Chaff  Though its not easy or possible but still, db is the KING  Best Customers  Highest Revenue generating  Highest Profit generating  Worst Customers  Not Moving or In Active Customers  How to use it  Run Targeted Campaigns / Promotions  Cross Selling  Up Selling
    • © 2014 Soft Solvers Solutions. All Rights Reserved. Customers Drive Business Success How CRM can help Enhancing Internal Efficiencies & External Image Effectively managing the customer lifecycle – from marketing to sales to service – is critical to every company’s profitability and growth.
    • © 2014 Soft Solvers Solutions. All Rights Reserved. Enhancing Efficiencies How CRM can Enhance Internal Efficiencies  Automating Generating Business Documents  Quotes, Invoices, Sales Orders and Purchase Orders  Automating Internal Operations  Personal & Shared Calendar (Meetings, Reminders, etc)  Task Management (alerts, etc)  Sending Email, Fax, SMS, directly from the PC  Actionable Data  Extracting list of Customers, we never contacted since last 2 months  Or who have bought specific Product, etc
    • © 2014 Soft Solvers Solutions. All Rights Reserved. Enhance External Image How CRM can Enhance Professionalism  Professionally looking Business documents  Quotes, Invoices, Sales Orders and Purchase Orders  Standardised Communications  Sending Email, Fax, SMS, using Standard Templates  Process Driven Interactions  Managing New Leads  Customer touchpoints, 3 days after sale, one week before end of free support, etc  Automated Support Expiry Email (template based)  Automated Birthday Greetings, etc
    • © 2014 Soft Solvers Solutions. All Rights Reserved. Agenda Customer Relationship Management Introduction What is CRM? What CRM can Do for me? Summary and Q & A
    • © 2014 Soft Solvers Solutions. All Rights Reserved. Summary To Start with Focus on 3 Things  Start Thinking and Start Talking in terms of CRM  Have internal discussions with your team and start acting  Register for Second CRM 30-Days Free Trail and discuss with Second CRM consultants to see how it can help your business Effectively managing the customer lifecycle – from marketing to sales to service – is critical to every company’s profitability and growth.
    • © 2014 Soft Solvers Solutions. All Rights Reserved. Soft Solvers Solutions Sdn Bhd C-G-17, SME Technopreneur Centre, 2270 Jalan Usahawan 2, Cyberjaya, 63000, Selangor, MALAYSIA Tel: +603 8315 6101 Fax: +603 8315 6102 Web: www.secondcrm.com Email: sales@secondcrm.com Thank You Questions & Answers