Sage crm introduction by Triad Software
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This is a short presentation that may be useful to any CXO to make a high level conceptual presentation to the Management. It identifies key challenges in manual or semi-automated environments and ...

This is a short presentation that may be useful to any CXO to make a high level conceptual presentation to the Management. It identifies key challenges in manual or semi-automated environments and some key benefits for the organisation

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Sage crm introduction by Triad Software Presentation Transcript

  • 1. DRIVING YOUR BUSINESS FORWARD WITH SAGE CRM…..WITH SAGE CRM Feb 2013 Questions? Do email me at shobha@triadme.com Shobha Moni, Director and Founder
  • 2. AGENDA What is CRM? Common business issues faced by companies today How CRM can help  Sales  Marketing  Lead Generation and Distribution  Customer Service  Business Owners and Finance team
  • 3. WHAT IS CRM? CRM is a business strategy designed to optimise profitability, revenue, and customer satisfaction Better In a more Delivered in At a lower Higher Value qualified More of them predictable less time cost opportunities way
  • 4. COMMON BUSINESS ISSUES FACED BY COMPANIES TODAY “I need a quick and easy way for me to see how the business is performing at any given time”BUSINESS “I want to “I need to be able “I need to OWNER maximise the to calculate the know what productivity of cost per lead the sales all my easily and pipeline employees” SALES accurately” MARKETING looks like quickly and MANAGER“It take me ages MANAGER “Marketing easily” to roll up all the campaigns are reps’ forecasts difficult to manage into a team and leads can go forecast for my missing” boss” “We don’t have an up“Sales forecasts to date log of allare difficult to communications withcreate and time- customers” “Our “I want to haveconsuming” “I sometimes spend processes SALES my whole morning access to the CUSTOMER are not same customer EXECUTIVE trying to figure out information the SERVICE automated so who I’m meant to front office has “I don’t want to be customer follow-up with and BACK OFFICE so I understand wasting time re- issues when” any customer entering the same sometimes issues when I information into fall through am chasing multiple places” the cracks” payments”
  • 5. CRM DELIVERS COMPETITIVE ADVANTAGE Multiple views of the Departmental Departmental Departmental customer Collaboration Customer Productivity Insight & Efficiency One dimensional insight Disparate Systems Single view of the customer 3600 insight Extended 360 degree Org-wide Enterprise Customer Productivity Collaboration Insight & Efficiency COMPETITIVE CRM ADVANTAGE CRM delivers a single view of the customer for better customer relationship management, delivering real competitive advantage
  • 6. Leveraging CRM for Transformative Change
  • 7. What is Sales / Marketing all about? $RevenueFunnel Enablement through The Great Unwashed CRM Total population of touch points across all marketing First Interaction Campaign Management activities – offline and online First Pass Social Media Identifiable engagement – registration on Qualification website, attendance at Headline attribute(s) event, request for call, click- through on email Nurture Cycle E-Marketing identified in First Interaction used to disqualify based on geography, company size etc Orchestration of targeted, personalized and Performance Qualified Lead intelligent nurture program to generate „Suspects‟ from NN Management and IB Intent and timeframe for QSO Lead Capture & purchase – converted from Suspect to LeadQualified against specific sales Forecasted criteria – product / servicefit, budget and decision maker Management Opportunity Data Segmentation & Active sales opportunity committed to sales forecast with specific close probability Enrichment Process optimization Customer additions Revenue growth Database refinement Margin growth
  • 8. HOW CRM HELPS THE SALES EXECUTIVE Dashboards deliver a unified view of all key sales information Real-time pipeline management ensures focussed sales activity Forecasts can be prepared and submitted in minutes Increases visibility on customer interaction across departments Reduces time spent on administration thereby increasing productivity Automates quotation generation Leverages financial information from the back-office system for accurate From Sage CRM pricing, quotes and orders Empowers sales staff to sell more effectively Enables sales staff to focus on the most important sales opportunities
  • 9. HOW CRM HELPS THE SALES MANAGER Dashboards deliver sales management a unified view of all key sales information Improves transparency in the sales pipeline Real-time pipeline management ensures focussed sales activity Enables quick and easy team forecast generation and improves sales forecast accuracy Enables regular sales performance monitoring Reduces opportunity slippage Optimises sales resources against high- From Sage CRM potential opportunities Maximises cross and up-sell opportunities Empowers sales staff to sell more effectively Enables sales staff to focus on the most important sales opportunities Minimises sales administration and maximises sales staff productivity
  • 10. SOME SCREEN SHOTSWho Sage CRM Works ForSage CRM works for Sales Professionals• Empowers them to sell more effectively• Enables them to focus on the most important sales opportunities• Helps them to reduce the amount of time spent on sales administration Dashboards deliver a unified view of all key sales information Real-time pipeline management ensures focussed sales activity Forecasts can be prepared and submitted in minutes
  • 11. HOW CRM HELPS LEAD GENERATIONSage CRM works for Lead Generation and Distribution across dealers o Leads not captured or tracked effectively o Leads not followed up on-time; no SLA; no escalations o Lack of clear criteria for handover to sales o No way to enforce formalized lead qualification and grading criteria o Unstructured, subjective feedback on lead quality o Leads and opportunities are not associated back to their source or originating campaign o No mechanism for re-cycling How CRM helps  Web-to-lead capture with campaign landing zones  Full lifecycle management  Configurable lead qualification and scoring capabilities.  Rules-based, automatic allocation  Alerts and notifications  Lead-to-opportunity conversion workflow  Full audit trail and detailed KPIs around qualification, conversion and close
  • 12. HOW CRM HELPS THE MARKETING MANAGER Empowers marketing staff to plan and execute highly effective campaigns Enables highly targeted customer communications Results in decreased cost-per-lead through automation Delivers insight into the lifetime value of customers Enables close alignment with the sales department and other key stakeholders Enables market segmentation based on financial data from the back office Enables marketing staff to target the right companies at the right time Helps eliminate guesswork and optimise marketing resources Delivers full campaign planning encompassing above-the-line and below-the-line activities as well as costs Combines actual campaign results with actual campaign costs to calculate the real return on marketing investment From Sage CRM
  • 13. BENEFITSSage CRM connects to online integrated Email Gateway for bulk emailso Standalone activity – divorced from data and other marketing activitieso Manually intensiveo One-size-fits-all mass email; limited personalizationo Not intelligento High bounce rateso Oversaturationo Difficulty accommodating compliancy requirements How CRM helps  Full integrated within CRM  Set and forget  WYSIWYG template editor  Intelligent nurture streams  Automatic generation of lists based on responses  Supports mass personalization  Powerful template editor  Real-time performance management  Advanced Spam checking  Enforces compliancy requirements and reporting
  • 14. SOME SCREEN SHOTSWho Sage CRM Works ForSage CRM works for Marketing Professionals• Empowers them to plan and execute highly effective campaigns• Enables them to target the right companies at the right time• Helps them to eliminate guesswork and optimise marketing resources Full campaign planning encompassing above-the-line and below-the-line activities as well as costs Define highly targeted marketing lists across multiple criteria Combines actual campaign results with actual campaign costs to calculate the real return on marketing investment
  • 15. HOW CRM HELPS THE CUSTOMER SERVICEMANAGER Helps reduce the amount of time spent on customer service administration thereby increasing the productivity of customer support representatives Monitors service performance against SLAs Extends customer service through 24x7 web self-service options Enables customer service staff to leverage the knowledge of colleagues through a centralised knowledge base Delivers a 360 degree view of customer information across front and back office systems for easier issue resolution and improved cross-selling opportunities Workflow automatically manages case allocation, progression and escalation; improving response times and ensuring no one „falls through the cracks‟ Enables customer satisfaction measurement and benchmarking Dashboards deliver a unified view of all key customer service performance information in real time From Sage CRM
  • 16. SOME SCREEN SHOTSWho Sage CRM Works For Sage CRM works for Customer Service Professionals• Enables them to monitor customer service performance in real time• Helps them to reduce the amount of time spent on customer service administration• Enables them to leverage the knowledge of their Dashboards deliver a unified view of all key customer service colleagues performance information Workflow automatically manages case allocation, progression and escalation Knowledgebase provides central repository for solutions that address common issues
  • 17. HOW CRM HELPS THE BUSINESS OWNER Reports provide instant insight into business performance across multiple criteria Delivers the ability to “sanity check” forecast data with full drill-down to underlying details Enables easy insight into revenue/budget variance Enables real-time corporate performance management/insight at-a-glance through dashboards Improves responsiveness to critical business issues Improves sales forecast accuracy and pipeline management Marketing budget and return-on-investment can be monitored in real-time Drives revenue business efficiency and performance leading to increased revenue growth and profitability Leverages financial information from the front and back-office for a complete view of the business From Sage CRM
  • 18. SOME SCREEN SHOTSWho Sage CRM Works For Sage CRM works for Owner Managers, CEOs & Finance Staff• Reports provide instant insight into sales performance across multiple criteria• Ability to “sanity check” forecast data with full drill-down to underlying details• Marketing budget and return-on-investment to date can be Analyse sales performance across multiple criteria monitored in real-time Move from overview forecast data to detailed underlying information with ease Combines actual campaign results with actual campaign costs to quantify marketing performance
  • 19. BENEFITSWho Sage CRM Works ForSage CRM works for Finance Staff too! Saves time and minimises mistakes by avoiding duplication of data entry Improves customer service by using a single point of reference for sales orders Receivable followup - Credit control and the sales team have access to the same financial information Ensures a fast response to significant events and routine tasks using alerts
  • 20. Grappling with Social MediaTypical Challenges Encountered by our Customerso Playing catch-up; have not operationalized social media; no policy or governanceo No ownero Not integrated with other marketing activitieso Not integrated with customer contact recordso Difficulty embracing wide range of blogs, communities, micro blogs, video podcasts etco Difficulty separating value from noiseo Measuring activity, not effectiveness How CRM helps  Manage social activities centrally  Social feed aggregation from Communities, blogs and other sources  Contact enrichment with Linkedin  Track companies, contacts or topics on Twitter  Tweets presented as feeds  Integrate Twitter into outbound marketing campaigns  Add Tweets to contact records  Full audit trail
  • 21. Performance Management & AnalyticsTypical Challenges Encountered by our Customerso Viewed as administration / overheado Multiple, disparate sources – finance, web analytics, E-Marketing, sales forecasts etc.o Days spent pulling information togethero Tools are not intuitiveo Rigid formats; not easy to edito Historic snapshoto Not situational How CRM helps  Fully situational – KPIs baked into the workspace  Performance management in real- time  Team and individual dashboards  Surface information and services that are important to each individual  Can be fully personalized  Fully contextual - link dashboard components; full drill down  Empowerment drives opt-in  Reporting Suite
  • 22. Productivity & Automation ToolsTypical Challenges Encountered by our Customerso Disconnected customer information spread across applications, departments, users and deviceso Spending too much time on administrationo Collaborating across teams and departments is challengingo Difficulty remaining productive while out of the officeo Time spent re-entering information from one system to the nexto Process bottlenecks impacting on marketing performance How CRM helps  360 degree view of customer and prospect data across departments and interactions  Mobile and Tablet support  Team collaboration tools  Graphical workflow orchestration  Maps integration  Task and calendar management  Exchange integration
  • 23. HOW CAN SAGE CRM HELP U– FACE….. Facilitate – document storage/ in context to oppEg: Discount approval Excel sheet, brochure, quote Automate - Repetitive tasks through technologyEg. New Year greetings mass email Cut – Non value added tasksEg: Travel time to office to submit daily sales report Enter data once / in central placeEg: Analytical reports are easier to produce from raw data
  • 24. HOW CAN SAGE CRM HELP U – FACE….CEO Contact Management – admin support for data entryEg. Visiting card scanning, project database upload Escalate – track important time stampsEg: Closed sales – bid bond to be collected from customer, proposal submission to happen within 24hrs of demo Own Customer intelligence – don‟t lose accounts when you lose employeesEg: New employee can take over accounts easily