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Happy Hour - July 2014

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These are the slides from Cosmic's July 2014 Happy Hour.

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Happy Hour - July 2014

  1. 1. /CosmicUK @Cosmic_UK CRM 11th July
  2. 2. Tech Update with James Bull
  3. 3. Fire Phone • Firefly Technology • Dynamic Perspective • Mayday • 13 MP Camera with OIS
  4. 4. Oneplus One • 64GB internal storage - £269 • 4G LTE • Quad core Snapdragon 801 processor • 3GB RAM • 1080p Display • 13MP camera • CyanogenMod OS
  5. 5. Google Cardboard • The Cheapest Virtual Reality Headset available • Turns your phone into a VR device • Made from readily available materials
  6. 6. Android L • Improved notifications • Project Volta • Interlocking apps • New Design
  7. 7. IOS 8 • Photos on all devices • Upgraded Messages • Notifications • Smarter Keyboard • Family Sharing
  8. 8. CRM
  9. 9. Do you know the value of each customer? Do you follow up every sales lead? Can you track sales-to-marketing easily? Do your staff communicate effectively about client intelligence? Can you track your sales pipeline?
  10. 10. What is a CRM system? Benefits of CRM Key functions Main CRM systems Top tips for implementation
  11. 11. Customer Relationship Management • Model for mapping company’s interactions with current and future customers Customer Relationship Management “System” • Technology to track, record and store customer data and interactions • Data mine the information to increase customer relations
  12. 12. CRM Model
  13. 13. ROI – on average £5.60 for every £1 spent on CRM implementation CRM can increase revenue 41% increase revenue per sales person 27% increase is customer retention Efficiencies of sales and marketing budgets by 23% Business Benefits
  14. 14. • Contacts database – Contact details - name, address, telephone, email, social media, etc. – Relationship mapping inside customer’s business – Point of contact & decision makers – Aggregate contact history – Subscriptions and membership management – Input once • update across staff and business • update across integrated systems
  15. 15. Sales process & automation2 • Multi form input • New leads auto assigned • Sales tasks automated • Quotations created, stored • Pipeline quotes reported • Sales activities reported
  16. 16. Customer support3 – Reduce service response times – Improve customer resolution – Increase self service – Pull team together around customer care
  17. 17. • Track and measure campaigns • Cross channels - email, SM, SEO, PPC, telephone, mail • Track clicks, responses, leads and deals • Campaign automation • Campaign management • Campaign reporting Marketing process & monitoring4
  18. 18. Serco InternalSerco Internal • Social media & monitoring • Brand listening • Scheduling social media Social media & monitoring5
  19. 19. Serco InternalSerco Internal • Internal • Staff conversations • Task assignment • Sharing news on deals • Keeping everyone in the loop • Collaboration Internal communications6
  20. 20. CRM Platforms
  21. 21. Free for 2 users
  22. 22. Integrates really well with other software • Xero • Mailchimp • Google Apps • Free up to 2 users • Simple easy to use • Great interface
  23. 23. Starts £45
  24. 24. 6.3% share of marketplace 3.5m licences 2013 Fully integrates with Microsoft stack – Outlook – built in Good UI
  25. 25. Considerations Do you have time to implement it? Do you need every single feature? Is it easy to input or transfer your data?
  26. 26. Successful CRM implementations are 60% about people and culture… 30% business processes …. and 10% technology

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