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CRM: The 6 things you actually need

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Discover what companies really want from their CRM investment.

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CRM: The 6 things you actually need

  1. 1. CRM: The 6 Things You Actually Need www.redspire.co.uk
  2. 2. Ask a consultant what CRM can do for you, and they could list the benefits from dusk until dawn…
  3. 3. … and according to a Gartner survey, you would listen because the CRM market is continuing to grow in West Europe: 9% … is how much the CRM market is predicted to grow during 2014.
  4. 4. With... 50% of the companies surveyed planning to increase spending on CRM initiatives in 2014.
  5. 5. But what do companies actually want from their CRM operations?
  6. 6. 1. Up There, Not Down Here
  7. 7. CRM in the cloud? Or on-site?
  8. 8. 50% … of companies don’t have a preference for their CRM deployment.
  9. 9. BUT...
  10. 10. … of the companies that have decided on a deployment option… 96 % … want a cloud-based solution, not an on-site system.
  11. 11. But why head to the cloud?
  12. 12. Top 6 Reasons Reduced hardware and licensing costs. Instant 24/7 access anywhere on the globe. Reliable disaster recovery procedures. Increased productivity. Efficient and cost-effective hardware scalability. Software never goes out of date.
  13. 13. 2. Best of the Best?
  14. 14. The vast majority of companies shun evaluating integrated suites or multiple applications.
  15. 15. Instead… 91% … of companies want to evaluate best-of-breed solutions. Whether it be marketing or sales force automation, they want what they perceive to be the optimum CRM solution.
  16. 16. 3. Why CRM?
  17. 17. The top three reasons for making the investment for the first time are: 3. Starting a new company 12% 2. A need for specific features 23% 1. Needing to improve efficiency 60%
  18. 18. But which services do companies want to improve or add via CRM?
  19. 19. 4. The Final Countdown
  20. 20. The top six most important services to best-of-breed buyers are: 6. Customer service (3%) 5. Help (4%).
  21. 21. The top six most important services to best-of-breed buyers are: 5. Help desk (4%) 4. Call centre (4%).
  22. 22. The top six most important services to best-of-breed buyers are: 4. Call centre (4%) 4. Call centre (4%).
  23. 23. The top six most important services to best-of-breed buyers are: 3. Marketing automation (6%)
  24. 24. The top six most important services to best-of-breed buyers are: 2. Field automation (8%).
  25. 25. And the service in pole position - by a huge margin?
  26. 26. 1. Sales automation (76%)
  27. 27. 5. The three key benefits of CRM sales automation?
  28. 28. It helps track, nurture and manage opportunities and leads… … manages sales teams and their time… … plus increases revenue by decreasing the time sales teams need to spend on support tasks.
  29. 29. 6. New & Old
  30. 30. The top three requested software features? Contact management - 35% Note-taking capabilities - 28% While traditional in nature, scope is critical here with companies wanting to use reporting and analytics to also analyse social and predictive data. Reporting/Analytics - 26%
  31. 31. 6. Clarity please
  32. 32. A primary concern for companies this year is CRM strategy:
  33. 33. “Partic1ipants overwhelmingly cited the lack of a clearly defined CRM strategy as their number one concern.” Survey Analysis: European Organizations Struggle to Create a Clearly Defined CRM Strategy in 2014.
  34. 34. The solution?
  35. 35. A CRM consultancy can help companies create an effective, far-reaching strategy for their CRM deployment.
  36. 36. Learn more about how a CRM system can boost your own business’ bottom line and efficiency by downloading our ultimate eGuide: The Ultimate Guide to: Up-selling and Cross-selling. Download Now www.redspire.co.uk The Ultimate Guide to: Up-selling and Cross-selling Drive cross-selling and up-selling with CRM, by thinking people - not software. 01 ULTIMATE SERIES VOLUME 1

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