Your SlideShare is downloading. ×
0
Creating a CRM Strategy for your Business
Creating a CRM Strategy for your Business
Creating a CRM Strategy for your Business
Creating a CRM Strategy for your Business
Creating a CRM Strategy for your Business
Creating a CRM Strategy for your Business
Creating a CRM Strategy for your Business
Creating a CRM Strategy for your Business
Creating a CRM Strategy for your Business
Creating a CRM Strategy for your Business
Creating a CRM Strategy for your Business
Creating a CRM Strategy for your Business
Creating a CRM Strategy for your Business
Creating a CRM Strategy for your Business
Creating a CRM Strategy for your Business
Creating a CRM Strategy for your Business
Creating a CRM Strategy for your Business
Creating a CRM Strategy for your Business
Creating a CRM Strategy for your Business
Creating a CRM Strategy for your Business
Creating a CRM Strategy for your Business
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

Creating a CRM Strategy for your Business

1,563

Published on

Having a Customer Relationship Management (CRM) software will not magically make your business magically attract and retain customers. It is estimated that more than 50% of CRM implementation fails …

Having a Customer Relationship Management (CRM) software will not magically make your business magically attract and retain customers. It is estimated that more than 50% of CRM implementation fails and one of the major factors cited is the lack of initial strategy. In this session we're going to look at how your business can create a strategy for a successful CRM implementation.

0 Comments
3 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
1,563
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
90
Comments
0
Likes
3
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. Creating a CRM Strategy for your BusinessA structured approach to customer acquisition and retention Creating value through innovation and technology
  • 2. Outline • Definition of CRM • CRM to achieve your business goals • Assessing your customer acquisition and retention • Mapping CRM deliverables and processes • CRM software supporting your business processeswwww.pulego.co.za info@pulego.co.za
  • 3. What are the PAINS in your customer acquisition and retention?wwww.pulego.co.za info@pulego.co.za
  • 4. 5 Common Pains Lose potential business Customers care is a challenge Dont track opportunities Simply disorganised with scattered company info Low marketing effortswwww.pulego.co.za info@pulego.co.za
  • 5. A company-wide business strategy designed to efficiently increase profitability by solidifying customer satisfaction, loyalty, and advocacywwww.pulego.co.za info@pulego.co.za
  • 6. Levers of CRMwwww.pulego.co.za info@pulego.co.za
  • 7. wwww.pulego.co.za info@pulego.co.za
  • 8. Why CRM Strategy? “70% of CRM initiatives fail” – Cap Gemini Ernst & Young “90% of enterprises cannot show a positive return on CRM” – META Group “75% of CRM initiatives fail to substantially impact the customer experience” – Gartnerwwww.pulego.co.za info@pulego.co.za
  • 9. Strategy Process 1. Set business goals 2. Diagnosis 3. Dissect Problems and Opportunities 4. Map Direction 5. Set KPIs 6. Identify Resources 7. Outline Processes 8. Select CRM Systemwwww.pulego.co.za info@pulego.co.za
  • 10. 1. Setting Business Goals • Vision • Mission • Target Market • Customer Segment • Value proposition • Products and Servicewwww.pulego.co.za info@pulego.co.za
  • 11. 2. Diagnosis Marketing Sales Service S W O Twwww.pulego.co.za info@pulego.co.za
  • 12. 4. Dissect Problems (Weaknesses + Advantages (Strengths + Threats) Opportunities) • Why ________________ • What ________________ • Why ________________ • What ________________ • Why ________________ • What ________________ • Why ________________ • What ________________ • Why ________________ • What ________________wwww.pulego.co.za info@pulego.co.za
  • 13. 5. Direction Solutions to problems: 1. ________________ 2. ________________ 3. ________________ Efforts on advantages: 1. ________________ 2. ________________ 3. ________________wwww.pulego.co.za info@pulego.co.za
  • 14. 6. Key Performance Indicators Areas to map your measurable KPIs • Marketing • Sales • Customer satisfaction • Business performance • Financial effectivenesswwww.pulego.co.za info@pulego.co.za
  • 15. 7. Resources • People • Technology • Knowledge • Support (suppliers) • Financialwwww.pulego.co.za info@pulego.co.za
  • 16. 8. Business Processes • Marketing • Sales • Service • Delivery • Supportwwww.pulego.co.za info@pulego.co.za
  • 17. 9. Utilise CRM System • Create target lists • Run marketing campaigns • Generate leads • Generate opportunities • Populate quotes, invoices, contracts • Create activities • Capture cases and bugs • Generate reportswwww.pulego.co.za info@pulego.co.za
  • 18. CRM Applicationswwww.pulego.co.za info@pulego.co.za
  • 19. Selecting you CRM System • Supports Strategy • Value for Money • Reliability and Uptime • Customer Service • Technical Support • Features • Ease of Usewwww.pulego.co.za info@pulego.co.za
  • 20. About Us What we do: • Create value that empowers our customers to achieve better results What we offer: • CRM Hosting and Support • Training • Consulting (software testing) • Innovate Mobile Productswwww.pulego.co.za info@pulego.co.za
  • 21. The End Tshepo Thlaku M: 074 117 2762 T: 012 771 2322 E: tshepo@pulego.co.za www.pulego.co.za Twitter: @pulego Facebook: Pulego Communicationswwww.pulego.co.za info@pulego.co.za

×