CUSTOMER RELATIONSHIP MANAGEMENT (CRM)Nicola PANGHERTBS GROUP, Sales Director                            1
TBS Group – Business Overview                                     About us            Activities          Markets      TBS...
Vision                                 About us      Activities        Markets       Operate in a way to curb technology c...
Mission                                  About us         Activities        Markets   Develop outsourced integrated clinic...
The Presence                                             TBS Group, Area Science Park, Trieste The Group has a marked prop...
Offering   A wide range of services and products for the integrated management of   technology used in hospitals and socia...
TBS Group operates with 2 business units                                            About us          Activities          ...
Growth – ROI: Risk/Opportunity/Innovation     •   Commoditization?          – Lower prices R        – Low entry barrier   ...
Growth Opportunity Innovation• Value for customer   – Calculate Value – “ROI”   – Communicate value   – Deliver value• “RO...
Sales is a process•   Communicating value to customer & negotiation     – Segment by customer     – Segment by service    ...
CRM OVERVIEW       CRM On Demand is a smart customer relationship management solution that you access over the Web. CRM he...
CRM – The role                  Strategy     Measuring success of new services     Measuring success of pricing policy    ...
LEAD LIST – Our potential market                          13
LEAD – Custom web applets                               Allows you to                             view data on the        ...
SERVICES – Our sales portfolio                      Type of contract     Category name                                    ...
OPPORTUNITIES – Our potential deals                         16
Reports: Leads Followup                          17
Reports: Leads                 18
Reports: # of Accounts                         19
Reports: Opportunity-Probability         Opportunity-                               20
Reports: Opportunity - Status                                21
Reports: Opportunity-Private/Public         Opportunity-                               22
Reports: Month revenue per user                              23
Reports: Month revenue per service                              24
Reports: # of Activities per Won Opportunity                                25
Reports: Contracts                     26
Reports: Profit Margin                         27
Reports: Account revenue                           28
Reports: Top Performers                          29
SMARTPHONES              30
Where are we going? THE INTEGRATION                       CRM Mobile                                      Hyperion        ...
Upcoming SlideShare
Loading in …5
×

Il CRM per migliorare la gestione della forza vendita verso un percorso di crescita internazionale (N. Pangher, TBS Group Spa)

622 views

Published on

Published in: Education
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
622
On SlideShare
0
From Embeds
0
Number of Embeds
8
Actions
Shares
0
Downloads
7
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Il CRM per migliorare la gestione della forza vendita verso un percorso di crescita internazionale (N. Pangher, TBS Group Spa)

  1. 1. CUSTOMER RELATIONSHIP MANAGEMENT (CRM)Nicola PANGHERTBS GROUP, Sales Director 1
  2. 2. TBS Group – Business Overview About us Activities Markets TBS Group founded in 1980’s as the result of a research project Legal status: Incorporated Company About 1.700 personnel in the Group Presented in 12 countries through over 20 subsidiaries, 45 regional operational centres and over 330 hospital workshops. Activities: integrated services of medical equipment&devices, systems and solutions of e-Health (medical IT, telecare and telemedicine) Target market: healthcare structures - public and private Is listed on AIM Stock Exchange Market from December 23rd, 2009 Vision Mission Shareholders Supply Presence Structure Finance 2
  3. 3. Vision About us Activities Markets Operate in a way to curb technology costs by providing integrated management solutions to improve the quality of healthcare services supplied to the citizens and to influence in a positive way their healthcare needs Vision Mission Shareholders Supply Presence Structure Finance 3
  4. 4. Mission About us Activities Markets Develop outsourced integrated clinical engineering and e-Health services and product in order to ensure that the use of technology in hospitals, social healthcare institutions and homes is safe, effective and efficient. To this end, “technology” means biomedical equipment and other medical devices, medical IT systems and solutions, telecare and telemedicine systems and solutions Vision Mission Shareholders Supply Presence Structure Finance 4
  5. 5. The Presence TBS Group, Area Science Park, Trieste The Group has a marked propensity for internationalization and currently operates with numerous subsidiaries in 10 European countries – Austria, Belgium, France, Germany, The UK, Italy, the Netherlands, Portugal, Serbia and Spain – and is also valuating different opportunities due to its expansion in both Middle East and Far East markets. 5
  6. 6. Offering A wide range of services and products for the integrated management of technology used in hospitals and social healthcare institutions. The technology currently managed is: Medical Equipment (and other Medical Devices), Medical IT, Telehealthcare. The Group is accordingly organized in two Business Units: MEDICAL EQUIPMENT E-HEALTH AND DEVICES Clinical Engineering Outsourcing: Medical IT Systems and Solutions: Outsourced management of Provision and management of medical IT Medical Equipment and Devices; systems and solutions; Serving hospitals and OEMs. To hospitals and social healthcare structures. Telehealthcare: Support the remote care and monitoring of elderly citizens and patients; To hospitals and social healthcare structures. 6
  7. 7. TBS Group operates with 2 business units About us Activities Markets 1 2 e-Health & e-Government Medical equipment & devices Systems and Solutions • Medical IT: IT systems and solutions for the • Management of integrated services in computerized management of clinical, outsourcing of medical equipment and administrative services in hospitals (EPR) devices to public/private hospitals • Telemedicine & Telecare: integrated management of e-Health applications to support continuity of care for social and healthcare facilities • e-Government: It systems and solutions for the management of PA and local entities activitiesMedical equipment e-Health & Research & & devices e-Government Development 7
  8. 8. Growth – ROI: Risk/Opportunity/Innovation • Commoditization? – Lower prices R – Low entry barrier – Low perceived value • Greenfield customers – Uncovered market • New services : economy of scale + logisitics – medical aids • New services: economy of scale + higher tech know-how – DI • New services: economy of scale + logistic + management know how – asset O management • New services: higher tech & management know how – Health technology Assessment • Partnerships – Geography – Complementarity I • Post sale – Retain customer – Cross selling 8
  9. 9. Growth Opportunity Innovation• Value for customer – Calculate Value – “ROI” – Communicate value – Deliver value• “ROI” – review our pricing• Communicate value – Review of all tender material – offers, projects, outlook, improvements, process description. Towards a centralised database 9
  10. 10. Sales is a process• Communicating value to customer & negotiation – Segment by customer – Segment by service – Segment by geography – Segment by salesperson• Normalization of sales – Expected revenues – Area – Mix – Target customers• Success % - lead to sale• Time to sale• Evaluation of innovation: we want to measure the success of new services• Evaluation of communication: we want to measure if we are communicating our value to the customer. 10
  11. 11. CRM OVERVIEW CRM On Demand is a smart customer relationship management solution that you access over the Web. CRM helps you to: •manage all your company’s sales and marketing information; •optimize your sales efficiency and effectiveness; •forecasting more accurately; •perform complex real-time and historical analysis. Mobile Sales Assistant is designed to help you collaborate with your colleagues and customers, complete your frequent tasks and quickly close business deals while on the road. 11
  12. 12. CRM – The role Strategy Measuring success of new services Measuring success of pricing policy Measuring success of marketing activities 12
  13. 13. LEAD LIST – Our potential market 13
  14. 14. LEAD – Custom web applets Allows you to view data on the Lead Details page together with other contextual data (e.g. maps) 14
  15. 15. SERVICES – Our sales portfolio Type of contract Category name Cost center 15
  16. 16. OPPORTUNITIES – Our potential deals 16
  17. 17. Reports: Leads Followup 17
  18. 18. Reports: Leads 18
  19. 19. Reports: # of Accounts 19
  20. 20. Reports: Opportunity-Probability Opportunity- 20
  21. 21. Reports: Opportunity - Status 21
  22. 22. Reports: Opportunity-Private/Public Opportunity- 22
  23. 23. Reports: Month revenue per user 23
  24. 24. Reports: Month revenue per service 24
  25. 25. Reports: # of Activities per Won Opportunity 25
  26. 26. Reports: Contracts 26
  27. 27. Reports: Profit Margin 27
  28. 28. Reports: Account revenue 28
  29. 29. Reports: Top Performers 29
  30. 30. SMARTPHONES 30
  31. 31. Where are we going? THE INTEGRATION CRM Mobile Hyperion CRM Dashboard SI3C 31

×