Growing your Business with CRM

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The presentation defines what CRM is, how you can develop a strategy and select the appropriate system for your business.

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Growing your Business with CRM

  1. 1. Creating value through innovation and technology Growing Your Business through CRM
  2. 2. wwww.pulego.co.za info@pulego.co.za Presentation discusses… • What CRM is • How set-up a CRM strategy • Key functionality in aCRM system • Comparison of systems on the market • Integrating CRM in your business
  3. 3. wwww.pulego.co.za info@pulego.co.za What are the PAINSin your customer acquisition and retention?
  4. 4. wwww.pulego.co.za info@pulego.co.za 5 Common Pains Lose potential business Customers care is a challenge Don't track opportunities Simply disorganised with scattered company info Low marketing efforts
  5. 5. wwww.pulego.co.za info@pulego.co.za What is Customer Relationship Management?
  6. 6. wwww.pulego.co.za info@pulego.co.za A company-wide business strategy designed to efficiently increase profitability by solidifying customer satisfaction, loyalty, and advocacy
  7. 7. wwww.pulego.co.za info@pulego.co.za Levers of CRM Image by SugarCRM
  8. 8. wwww.pulego.co.za info@pulego.co.za
  9. 9. wwww.pulego.co.za info@pulego.co.za
  10. 10. wwww.pulego.co.za info@pulego.co.za 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” – Gartner
  11. 11. wwww.pulego.co.za info@pulego.co.za Setting up your CRM strategy…
  12. 12. wwww.pulego.co.za info@pulego.co.za 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 System
  13. 13. wwww.pulego.co.za info@pulego.co.za 1. Setting Business Goals • Vision • Mission • Target Market • Customer Segment • Value proposition • Products and Service
  14. 14. wwww.pulego.co.za info@pulego.co.za 2. Diagnosis Marketing Sales Service S W O T
  15. 15. wwww.pulego.co.za info@pulego.co.za 4. Dissect Problems (Weaknesses + Threats) • Why ________________ • Why ________________ • Why ________________ • Why ________________ • Why ________________ Advantages (Strengths + Opportunities) • What ________________ • What ________________ • What ________________ • What ________________ • What ________________
  16. 16. wwww.pulego.co.za info@pulego.co.za 5. Direction Solutions to problems: 1. ________________ 2. ________________ 3. ________________ Efforts on advantages: 1. ________________ 2. ________________ 3. ________________
  17. 17. wwww.pulego.co.za info@pulego.co.za 6. Key Performance Indicators Areas to map your measurable KPIs • Marketing • Sales • Customer satisfaction • Service delivery • Financial effectiveness
  18. 18. wwww.pulego.co.za info@pulego.co.za 7. Resources • People • Technology • Knowledge • Support (suppliers) • Financial
  19. 19. wwww.pulego.co.za info@pulego.co.za 8. Business Processes • Marketing • Sales • Service • Delivery • Support
  20. 20. wwww.pulego.co.za info@pulego.co.za 9. Utilise CRM System Image by SugarCRM
  21. 21. wwww.pulego.co.za info@pulego.co.za Any CRM System Should Offer your Business….
  22. 22. wwww.pulego.co.za info@pulego.co.za Sales & Marketing Automation  Campaign management  Web to lead capture  Email marketing  ROI measurement  Products, quotes, contracts  Opportunity management  Track sales activities (meetings, calls etc. & outcomes)
  23. 23. wwww.pulego.co.za info@pulego.co.za Customer Service Automation  Accounts management  Support cases  Bug tracking  Email management  Knowledge base  Important dates (contract expiry, payment reminder, birthdays etc)
  24. 24. wwww.pulego.co.za info@pulego.co.za Team Collaboration  Task management  Project collaboration  Track team activities for leads, cases, contacts & opportunities  Activity stream  Document sharing  Shared Calender
  25. 25. wwww.pulego.co.za info@pulego.co.za Selecting you CRM System • Supports Strategy • Value for Money • Reliability and Uptime • Customer Service • Technical Support • Features • Ease of Use
  26. 26. wwww.pulego.co.za info@pulego.co.za CRM Applications
  27. 27. wwww.pulego.co.za info@pulego.co.za Comparisons of CRM Systems on the Market
  28. 28. wwww.pulego.co.za info@pulego.co.za Salesforce Microsoft Dynamics SugarCRM Zoho Vtiger Price (user/month) $65 $44 $35 $12 $12 Editions Various packages Standard package Various package (free) Various package (free 3 users) Standard & free Type Proprietary Proprietary Proprietary Open Source Open Source Functional Advantages Variety of tool, outbound marketing Integration with MS tools Social CRM, 3rd party tools, self- host Price, simple features & language Price & simple features Hosting Cloud based Cloud based & self-host Cloud based & self-host Cloud based Cloud based & self-host Limitations Cost Browser & operating system Min 5 users Simplictic Development of features
  29. 29. wwww.pulego.co.za info@pulego.co.za Integrating CRM in Your Business • CRM strategy and process • Tools that apply to your business • Lead from the front • Get a good CRM experience • Have good technical support • Look out for best practice (articles, seminars, webinars)
  30. 30. wwww.pulego.co.za info@pulego.co.za 3 Disciplines  Discipline 1: Information Storage – Database capable of important information about your potential and current customers  Discipline 2: The Right Information – Your CRM system is for any information that adds value to the customer relationship  Discipline 3: CRM is a habit – Make your CRM system a central part of your business to get tremendous value from it
  31. 31. wwww.pulego.co.za info@pulego.co.za BECAUSE….. ”CRM will Drive IT Spending in ’13 and Beyond” Gartner
  32. 32. wwww.pulego.co.za info@pulego.co.za Business gains competitiveness by improving..
  33. 33. wwww.pulego.co.za info@pulego.co.za Easy access of CRM by….. 12/05/02
  34. 34. wwww.pulego.co.za info@pulego.co.za Social media CRM gaining momentum 12/05/02
  35. 35. wwww.pulego.co.za info@pulego.co.za CRM has been on the cloud… 12/05/02
  36. 36. wwww.pulego.co.za info@pulego.co.za Cost of CRM systems is reducing 12/05/02
  37. 37. wwww.pulego.co.za info@pulego.co.za Is your business ready to invest in CRM?
  38. 38. wwww.pulego.co.za info@pulego.co.za 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 Communications
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