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What is crm

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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.

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

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  • 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.
  • Transcript

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