What is crm


Published on

This presentation looks at Customer Relationship Management Software CRM. It gives you an overview of the things to expect with this type of software application.

Published in: Business
  • Be the first to comment

  • Be the first to like this

No Downloads
Total views
On SlideShare
From Embeds
Number of Embeds
Embeds 0
No embeds

No notes for slide
  • This presentation looks at the distinction between a committee and a Board of Directors. Much of this content relates to a corporation, LLC or a non-profit organization. A good portion of this information was provided by Dr. McNamara, MBA, PhD, partner in Authenticity Consulting, LLC and the www.managementhelp.org website.
  • What is CRM
  • Why does it have an impact at improving cash flow
  • How should some members of the organization be authorized to use it
  • What if I hire seasonal employees? How should CRM impact them?
  • Is it more work to track this stuff in a computer?
  • What if the database I used to have wasn’t well taken care of
  • What features should I get as a minimum requirement
  • What is the conclusion? Our presentations are downloaded on the www.BEConnects.com/Leadership.html website in a PDF file. Good luck in your leadership development skills. If you have questions about this material, contact Sonja Onthank of OMG at 503-975-3684.
  • What is crm

    1. 1. Business Exchange Empowered<br />What IS CRM?<br />Customer Relationship Management<br />By Sonja Onthank<br />2/22/11<br />
    2. 2. Customer Relationship Management<br />Collaborationfor Employees<br />Database for Documents, Client Info, Employee Schedules, Shared Email Templates<br />Auto-Responders for Email Marketing<br />Drip Marketing Programs<br />Marketing Campaigns Tracked… From Inbound Calls to Outgoing Tradeshows<br />
    3. 3. Cash flow—How is it impacted?<br />Sales Pipeline Forecast:<br />Who is Planning to Purchase? <br />What is the Probability? <br />What Employee is Managing The Sale? <br />Learn What ROI comes from Marketing Expenses<br />Determine Upcoming Expenses in Relation to Incoming Revenue Projections <br />
    4. 4. Employees that use crm<br />Marketing Persons Input Campaigns, Leads, Email Templates & Shared Documents<br />Sales People Record Activities and Emails with Customers<br />Customer Support Schedule Service Calls<br />Assistants Know Where Employees are At<br />Executives Access Reports & Customer Data<br />
    5. 5. Seasonal employees<br />CRM Should have Security Levels for Record Ownership, Adding Records, Viewing Lists and Importing or Exporting Accounts<br />Look for a CRM Software License that Doesn’t Cost Extra When Seasonal Employees Are Hired<br />Make Sure Seasonal Employees Cannot Export Your Customer List<br />Blend Remote Employees Into the System<br />
    6. 6. Seems time-consuming… Is it?<br />Time Spent to Input Customer Interactions Usually Replaces the Pen & Paper Content, but Time is Invested to Make the Record Clarity in What was Typed for a Conversation<br />Give Each Employee 2 Minutes After a Customer Interaction to Input their Activity<br />Publish Procedures for Your CRM System<br />
    7. 7. Importing old records<br />Many Companies Start with Importing Contact Records Only<br />Update Marketing Campaigns.<br />Adjust the Industry List for Your Markets & Groups for the Product Line.<br />Add Users with Pertinent Security Levels.<br />Convert Contacts to Leads & Accounts When Activity Occurs.<br />Streamline Lead Qualification & Sales<br />
    8. 8. Minimum feature list for crm<br />Activity Tracking<br />Email Integration<br />Document Sharing<br />Marketing Campaign Tracking<br />Opportunity Pipelines<br />Merging Records<br />Multi-User Reports<br />
    9. 9. Presentation summary<br />CRM is a Valuable Database for a Company<br />Streamline Procedures with Training Classes when a New CRM product is Purchased<br />Establish System Administrators<br />Review Reports After the First Month and Modify or Add New Reports as Needed<br />Assess Marketing ROI<br />