Managing Customer Facing Activities & Information with CRM Danny Teng May 8, 2008

Agenda Defining customer facing activities Identifying business challenges Managing business activities & information Overview of Customer Relationship Management (CRM) Understanding solutions provided by CRM

Defining customer facing activities

Identifying business challenges

Managing business activities & information

Overview of Customer Relationship Management (CRM)

Understanding solutions provided by CRM

Customer Facing Activities Marketing Advertisements Events/Tours Gather prospects info Sales Contact prospects Sell products/services Create accounts Services & Supports Fulfill requests Support customers

Advertisements

Events/Tours

Gather prospects info

Contact prospects

Sell products/services

Create accounts

Fulfill requests

Support customers

Business Challenges Services & Supports Poor prospects tracking Difficulties in measurements Lack of standardized info Slow responses Incomplete/missing prospects information Inconsistent branding Incomplete or outdated products information Lost of opportunities to sales Unscalable support team Poor customer personalization Slow responses Poor knowledge base How do we solve these problems? Sales Marketing

Poor prospects tracking

Difficulties in measurements

Lack of standardized info

Slow responses

Incomplete/missing

prospects information

Inconsistent branding

Incomplete or outdated

products information

Lost of opportunities to sales

Unscalable support team

Poor customer personalization

Slow responses

Poor knowledge base

Managing Information of Customer Activities Sales Services & Supports Marketing Advertisements Events/Tours Gather prospects Contact prospects Sell products/services Create accounts Fulfill requests Support customers Structure & centralize data Document & automate processes Reactive & proactive towards business conditions Internal information sharing Customer Relationship Management (CRM) System

Advertisements

Events/Tours

Gather prospects

Contact prospects

Sell products/services

Create accounts

Fulfill requests

Support customers

Structure & centralize data

Document & automate processes

Reactive & proactive towards business conditions

Internal information sharing

Standardizing Business Data & Processes Sales Services & Supports Marketing Advertisements Events/Tours Gather prospects Contact suspects Sell products/services Create accounts Fulfill requests Support customers Customer Relationship Management (CRM) System Campaigns Leads Opportunities Accounts Contacts Products Cases Solutions ► Built-in Objects ► Custom Objects Quote Materials Orders Universities Time-Off Etc…

Standardizing Business Data & Processes Sales Services & Supports Marketing Customer Relationship Management (CRM) System Campaigns Leads Accounts Contacts Opportunities Products Cases Solutions ► Built-in Processes ► Custom Processes Workflows Approvals Rules Custom Programming Etc…

Proactive & Reactive Actions Sales Services & Supports Marketing Customer Relationship Management (CRM) System Reports Dashboards Messaging/Alerts

Conclusion - Benefits of Using CRM Identity & built effective marketing events Reduce leaks on your sales pipelines Responsive to your customers Provide personalize customer experience Increase organization competitiveness through information sharing

Identity & built effective marketing events

Reduce leaks on your sales pipelines

Responsive to your customers

Provide personalize customer experience

Increase organization competitiveness through information sharing