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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.

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

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  • 1. Creating value through innovation and technology Growing Your Business through CRM
  • 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. wwww.pulego.co.za info@pulego.co.za What are the PAINSin your customer acquisition and retention?
  • 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. wwww.pulego.co.za info@pulego.co.za What is Customer Relationship Management?
  • 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. wwww.pulego.co.za info@pulego.co.za Levers of CRM Image by SugarCRM
  • 8. wwww.pulego.co.za info@pulego.co.za
  • 9. wwww.pulego.co.za info@pulego.co.za
  • 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. wwww.pulego.co.za info@pulego.co.za Setting up your CRM strategy…
  • 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. wwww.pulego.co.za info@pulego.co.za 1. Setting Business Goals • Vision • Mission • Target Market • Customer Segment • Value proposition • Products and Service
  • 14. wwww.pulego.co.za info@pulego.co.za 2. Diagnosis Marketing Sales Service S W O T
  • 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. wwww.pulego.co.za info@pulego.co.za 5. Direction Solutions to problems: 1. ________________ 2. ________________ 3. ________________ Efforts on advantages: 1. ________________ 2. ________________ 3. ________________
  • 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. wwww.pulego.co.za info@pulego.co.za 7. Resources • People • Technology • Knowledge • Support (suppliers) • Financial
  • 19. wwww.pulego.co.za info@pulego.co.za 8. Business Processes • Marketing • Sales • Service • Delivery • Support
  • 20. wwww.pulego.co.za info@pulego.co.za 9. Utilise CRM System Image by SugarCRM
  • 21. wwww.pulego.co.za info@pulego.co.za Any CRM System Should Offer your Business….
  • 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. 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. 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. 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. wwww.pulego.co.za info@pulego.co.za CRM Applications
  • 27. wwww.pulego.co.za info@pulego.co.za Comparisons of CRM Systems on the Market
  • 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. 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. 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. wwww.pulego.co.za info@pulego.co.za BECAUSE….. ”CRM will Drive IT Spending in ’13 and Beyond” Gartner
  • 32. wwww.pulego.co.za info@pulego.co.za Business gains competitiveness by improving..
  • 33. wwww.pulego.co.za info@pulego.co.za Easy access of CRM by….. 12/05/02
  • 34. wwww.pulego.co.za info@pulego.co.za Social media CRM gaining momentum 12/05/02
  • 35. wwww.pulego.co.za info@pulego.co.za CRM has been on the cloud… 12/05/02
  • 36. wwww.pulego.co.za info@pulego.co.za Cost of CRM systems is reducing 12/05/02
  • 37. wwww.pulego.co.za info@pulego.co.za Is your business ready to invest in CRM?
  • 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