Your partner for a successful CRM Project 
What is CRM? 
Presented by Fandy Santoso 
IBS Technology
Your partner for a successful CRM Project 
IBS Technology 2 
Definition 
In a nutshell, Customer Relationship Management (...
Your partner for a successful CRM Project 
IBS Technology 3 
Sales 
Customer 
360° view 
Marketing 
Definition – CRM Modul...
Your partner for a successful CRM Project 
IBS Technology 
Problem Identification 
WHY CRM? 
4
Your partner for a successful CRM Project 
IBS Technology 5 
Why CRM? - Background 
We have various channels of informatio...
Your partner for a successful CRM Project 
We have several types of activity against our customers 
IBS Technology 6 
Call...
Your partner for a successful CRM Project 
Unfortunately all the historical and upcoming information 
are stored in many f...
Your partner for a successful CRM Project 
With such condition, we will have hard time to perform the 
following actions a...
Your partner for a successful CRM Project 
CRM system places every aspect of your customer 
in one single platform thus ea...
Your partner for a successful CRM Project 
IBS Technology 10 
Why CRM? – Real Example 
Before walking into a meeting with ...
Your partner for a successful CRM Project 
IBS Technology 11 
Why CRM? – Real Example 
Open points from previous appointme...
Your partner for a successful CRM Project 
IBS Technology 12 
Why CRM? – Real Example 
Open opportunities against the cust...
Your partner for a successful CRM Project 
IBS Technology 13 
Why CRM? – Real Example 
Work progress status of open compla...
Your partner for a successful CRM Project 
IBS Technology 14 
Why CRM? – Real Example 
Outstanding invoices 
By having acc...
Your partner for a successful CRM Project 
HOW CRM CAN IMPROVE YOUR 
SALES? 
IBS Technology 
Solutions for You 
15
Your partner for a successful CRM Project 
By having your information structured and organized in a 
single platform, CRM ...
Your partner for a successful CRM Project 
IBS Technology 17 
How CRM can improve your Sales? 
#1 
New Customers 
More eff...
Your partner for a successful CRM Project 
IBS Technology 18 
How CRM can improve your Sales? 
#2 
Existing Customers 
Bet...
Your partner for a successful CRM Project 
IBS Technology 19 
How CRM can improve your Sales? 
#3 
Structured Sales Manage...
Your partner for a successful CRM Project 
Check out our other slides 
for more information 
PT IBS Teknologi Indonesia 
s...
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What is CRM?

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Brief descriptions on the definition of CRM and its main goal. Presented by IBS Teknologi Indonesia

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What is CRM?

  1. 1. Your partner for a successful CRM Project What is CRM? Presented by Fandy Santoso IBS Technology
  2. 2. Your partner for a successful CRM Project IBS Technology 2 Definition In a nutshell, Customer Relationship Management (CRM) is a system that manage every activity done against and relates to your customers. The ultimate goal of CRM is to improve your sales by knowing and engaging your customers better. “ ”
  3. 3. Your partner for a successful CRM Project IBS Technology 3 Sales Customer 360° view Marketing Definition – CRM Modules Customer Service
  4. 4. Your partner for a successful CRM Project IBS Technology Problem Identification WHY CRM? 4
  5. 5. Your partner for a successful CRM Project IBS Technology 5 Why CRM? - Background We have various channels of information and leads Email from friends Contact Us section WhatsApp Blackberry Messenger Skype Newspaper Newsletter Casual Chats Lunch Meeting
  6. 6. Your partner for a successful CRM Project We have several types of activity against our customers IBS Technology 6 Call Meeting Teleconference Site Visit Meeting at Customer Receive Complaint Annual Maintenance Business Seminar Customer Gathering Why CRM? - Background
  7. 7. Your partner for a successful CRM Project Unfortunately all the historical and upcoming information are stored in many forms of media, and at times independent from each other IBS Technology 7 Why CRM? - Problem Personal Computer Smartphones Piece of paper
  8. 8. Your partner for a successful CRM Project With such condition, we will have hard time to perform the following actions among other things IBS Technology 8 Why CRM? - Problem Data Searching Data Aggregation Customer Classification Sales Steering Activity Management Opportunity Prioritization
  9. 9. Your partner for a successful CRM Project CRM system places every aspect of your customer in one single platform thus easing your effort to gather the required information from each individual places. IBS Technology 9 Why CRM?
  10. 10. Your partner for a successful CRM Project IBS Technology 10 Why CRM? – Real Example Before walking into a meeting with customer, a sales rep must prepare himself with several piece of critical information such as • Open points from previous appointments • Open opportunities against the customer • Work progress status of open complaints • Outstanding invoices
  11. 11. Your partner for a successful CRM Project IBS Technology 11 Why CRM? – Real Example Open points from previous appointments By having access to the above information, a sales rep can properly address the points and define appropriate solution prior to the meeting. This can be done irrespective who participated in the previous appointments as the open points are recorded in the system.
  12. 12. Your partner for a successful CRM Project IBS Technology 12 Why CRM? – Real Example Open opportunities against the customer By having access to the above information, a sales rep can ensure that all open opportunities are properly actioned with your company’s standard procedure at each stage of the opportunity. The system also assist the sales rep to not lose/forget any opportunity and allows the management team to monitor all opportunities from their dashboard view.
  13. 13. Your partner for a successful CRM Project IBS Technology 13 Why CRM? – Real Example Work progress status of open complaints By having access to the above information, a sales rep can improve your customer relationship level by first addressing their complaints and informing its progress before offering them a new product or new price list. Additionally, the sales rep can also throw some brief follow-up questions should the complaints have been closed, thus showing that your company genuinely cares about the customer.
  14. 14. Your partner for a successful CRM Project IBS Technology 14 Why CRM? – Real Example Outstanding invoices By having access to the above information, a sales rep can ensure that all outstanding invoices are accurately inquired and collected. This can also help the sales rep or management team to discern who their prime customers are based on the payment history, thus letting you know if you should give discount or better payment terms to such customers in order to maintain them close to your company.
  15. 15. Your partner for a successful CRM Project HOW CRM CAN IMPROVE YOUR SALES? IBS Technology Solutions for You 15
  16. 16. Your partner for a successful CRM Project By having your information structured and organized in a single platform, CRM can help you to maximize sales from IBS Technology 16 How CRM can improve your Sales? #1 New Customers #2 Existing Customers #3 Structured Sales Management
  17. 17. Your partner for a successful CRM Project IBS Technology 17 How CRM can improve your Sales? #1 New Customers More efficient and aggressive sales approach With the right system, you can analyze your standard operating procedure and your best performer’s steps to success to find the best and balanced practices. By sharing such best practices to everyone in the team, you are virtually upgrading your frontliners to a greater height. Systematic opportunity management CRM can help your sales team to apply systematic and uniform approach at each stage of their opportunities. As such you can simply look at the sales funnel dashboard and know exactly where your opportunities are at.
  18. 18. Your partner for a successful CRM Project IBS Technology 18 How CRM can improve your Sales? #2 Existing Customers Better and faster customer experience As the system allows you to search through your customer database easily, then your customer service team can also respond to any queries from your customer faster and with uniform approach. Proactive offering of scheduled maintenance/service Your customer would appreciate when you let them know when their next oil change schedule is right? Improve cross/up-selling opportunities Okay, you sold a house to a customer. Why don’t you offer him services such as moving, painting or interior design the next day?
  19. 19. Your partner for a successful CRM Project IBS Technology 19 How CRM can improve your Sales? #3 Structured Sales Management Sales steering to your target market CRM allows you to monitor your sales team’s activity, as such giving you the insight whether they are focusing their effort on the right target, your definition of target market. Should they have gone astray, you can steer them back based on the above activity information or even further by amending their KPIs. Reduce cost through elimination of unnecessary sales efforts The same information from above can also be used to measure whether your sales team has been utilizing the best approach against the customers. Should you know for fact that your target market does not use social media, then why bother the efforts?
  20. 20. Your partner for a successful CRM Project Check out our other slides for more information PT IBS Teknologi Indonesia sales.id@ibs-technology.com www.solid.co.id IBS Technology 20

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