ADMG 374 Online, Winter, 2013 Central Washington University Project Management Group #4                                 1
According to Salesforce.com, the #1 CRM cloudprovider in 2011, Customer RelationshipManagement (CRM) is “your set of busin...
“No company can succeed without customers. If you don’t have customers, you don’t have a   business. You have a hobby” –Do...
4
   Acquire profitable         Get                  customers                             Retain and/or win back         ...
CRM using CRM tool specificallyCRM using stand alone products                                                             ...
7
   Companies are struggling to understand what    customers are saying and to keep up with the    customers   Scaling so...
9
   Social is empowering.   Social works where all    else fails.   Social is convenient.   Social is real-time.   Soc...
Current trends faced by businesses include:    Intense market competition    Globalization    High flow rate of custome...
   CRM helps you help the customer    ◦ Understand their needs    ◦ Anticipate their needs    ◦ Manage their needs   CRM...
13
   CRM applications can be used to create a    unified database to share all    prospect, customer, vendor, and competito...
Utilizing CRM applications saves time andmoney by making the process easier andincreasing productivity.  Target the right...
   Selling a salesperson may be your most    difficult task.     They can be set in their ways     Perhaps pride themse...
   Identify customer needs     What products are they buying?     How often are they purchasing?     Where are they lo...
   Eliminates tribal knowledge   Improves visibility across the organization   Any exceptions are visible and well know...
   Measuring the non-monetary benefits of CRM       Proactivity       Concern for customers       Customer centricity ...
   Developing a base of satisfied and loyal    customers is no accident. Being proactive in    delivering superior soluti...
   Knowing customer          Striving for their    preferences                satisfaction   Maintaining customer    re...
   Remembering names   Maintaining a courteous attitude   Remembering special days     Birthdays     Company event  ...
   Satisfied customers become brand    ambassadors for your business   Up to 25% of US adults use social media as a    m...
   CRM will help your business improve    customer relationships   CRM will help you manage those relationships   CRM i...
   Aun, M. A., & Gitomer, J. (2011). Its the Customer, Stupid!: 34 Wake-up Calls to Help You Stay Client-Focused. Hoboken...
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Final CRM Power Point for Project Management class

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If you are a business owner or work in Customer Relations please watch this video my teammates and I made for our Project Management class. Send your ratings of it to me via private message. Here is what I need to have answered after you watch it:

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Final CRM Power Point for Project Management class

  1. 1. ADMG 374 Online, Winter, 2013 Central Washington University Project Management Group #4 1
  2. 2. According to Salesforce.com, the #1 CRM cloudprovider in 2011, Customer RelationshipManagement (CRM) is “your set of businessprocesses and underlying applications thathelps manage all your customerinformation, activities, and conversations.” 2
  3. 3. “No company can succeed without customers. If you don’t have customers, you don’t have a business. You have a hobby” –Don Peppers and Martha Rogers 3
  4. 4. 4
  5. 5.  Acquire profitable Get customers  Retain and/or win back profitable customers  Eliminate non-$$ CRM Keep profitable customers  Up-sell  Cross-sell  Referrals Grow  Reduce overhead costsCRM goals in a nutshell Essential to CRM 5
  6. 6. CRM using CRM tool specificallyCRM using stand alone products 6
  7. 7. 7
  8. 8.  Companies are struggling to understand what customers are saying and to keep up with the customers Scaling solutions for this new channel is a major problem Better tools are needed – now No one has all the answers All use cases start with listening Collaboration is the key to reduce friction and to stimulate the relationship 8
  9. 9. 9
  10. 10.  Social is empowering. Social works where all else fails. Social is convenient. Social is real-time. Social is real. 10
  11. 11. Current trends faced by businesses include:  Intense market competition  Globalization  High flow rate of customers  Higher cost of customers  New social media challenges  Higher cost of doing business  Overhead expenses 11
  12. 12.  CRM helps you help the customer ◦ Understand their needs ◦ Anticipate their needs ◦ Manage their needs CRM increases efficiency ◦ Faster decision making ◦ Personalized customer care CRM reduces costs ◦ Increases employee effectiveness ◦ Things can be done right the first time 12
  13. 13. 13
  14. 14.  CRM applications can be used to create a unified database to share all prospect, customer, vendor, and competitor information so it can be easily accessed. Examples of available CRM tools  Salesforce.com  Microsoft Dynamics  Oracle CRM  InfusionSoft  Batchbook 14
  15. 15. Utilizing CRM applications saves time andmoney by making the process easier andincreasing productivity.  Target the right customers  Increase profits with good ROI customers  Eliminate non-profitable customers  Automate processes and save resources  Marketing campaigns  Communications  Templates  Generate reports on activity  Measurable metrics 15
  16. 16.  Selling a salesperson may be your most difficult task.  They can be set in their ways  Perhaps pride themselves on how they’ve maneuvered through the sales world over the years CRM can help support staff  Automates tasks  Saves time so they can do other things  Activities are classified and prioritized  Reporting provides measurable metrics 16
  17. 17.  Identify customer needs  What products are they buying?  How often are they purchasing?  Where are they located and are there specific geographic differences?  What issues have they experienced that can be resolved?  Additionally, how were the issues resolved in the past? Lead tracking  Track new customers easily  Maintain their information for future opportunities 17
  18. 18.  Eliminates tribal knowledge Improves visibility across the organization Any exceptions are visible and well known 18
  19. 19.  Measuring the non-monetary benefits of CRM  Proactivity  Concern for customers  Customer centricity  Technology orientation  Personal touch  Modesty  Ethical practices  Promotion through customers 19
  20. 20.  Developing a base of satisfied and loyal customers is no accident. Being proactive in delivering superior solutions to customers must contain six attributes:  Prompt attention to customer complaints  Genuine interest in customer problems  Fulfilling promises  Providing relevant information  Communicating effectively  Cooperative attitude 20
  21. 21.  Knowing customer  Striving for their preferences satisfaction Maintaining customer relationships  Genuine concern for Valuing customer customers input 21
  22. 22.  Remembering names Maintaining a courteous attitude Remembering special days  Birthdays  Company event Each customer is unique so a personal touch goes a long way with customer loyalty! 22
  23. 23.  Satisfied customers become brand ambassadors for your business Up to 25% of US adults use social media as a means to deliver business and product reviews 38% of US adults say it is their goal to influence others with online reviews 23
  24. 24.  CRM will help your business improve customer relationships CRM will help you manage those relationships CRM increases employee productivity and proactivity CRM decreases costs allowing you to do more with less Many CRM tools are available, be sure to find the right one for your company Customers are your greatest asset! 24
  25. 25.  Aun, M. A., & Gitomer, J. (2011). Its the Customer, Stupid!: 34 Wake-up Calls to Help You Stay Client-Focused. Hoboken: John Wiley & Sons. BigWebMoney.com, February 24, 2013. http://bigmoneyweb.com/saving-money-with-crm/ ConverSocial.com, February 23, 2013. http://www.conversocial.com/blog/entry/five-reasons-why-customers-want- social-customer-service-1 CRMInfoline.com, February 24, 2013. http://www.crminfoline.com/crm-articles/crm-gains.htm DestinationCRM.com, February 24, 2013. http://www.destinationcrm.com/Articles/Editorial/Magazine-Features/Selling- CRM-to-Your-Sales-Force-47343.aspx Google.com, various images used, 2013. HarrisInteractive.com, February 24, 2013. http://www.harrisinteractive.com/NewsRoom/HarrisPolls/tabid/447/mid/1508/articleId/403/ctl/ReadCustom%20Default/ Default.aspx Jain, R., Jain, S., & Dhar , U. (2007). Curel: A scale for measuring customer relationship management effectiveness in service sector. Journal of Service Research, 7(1), 22,37-58. Retrieved from http://web.ebscohost.com.ezp.lib.cwu.edu/ehost/detail?sid=776105f0-5c63-400a-b132- d973d6f8233d@sessionmgr111&vid=1&hid=118&bdata=JnNpdGU9ZWhvc3QtbGl2ZQ== MutualMind.com, February 23, 2013. http://mutualmind.com/blog/wp-content/uploads/2010/03/altimeter-18-usecases- social-crm.png Nash, Susan, Derek (2006). Customer Relationship Management. Team Technology. http://www.teamtechnology.co.uk/customerservice2.html Peppers, Don, Rodgers, Martha 2010; Managing Customer Relationships: A Strategic Framework, Second Edition; Wiley, John Wiley and Sons, Inc., Hoboken New Jersey. PremierSolutionsIntl, February 24, 2013. http://www.premiersolutionsintl.com/wp-content/uploads/SB-White-Paper.pdf Qi, L., Wang, K., Wang, X.,& Zhang, F.(2008). Research on the Relationship Among Market Orientation, Customer Relationship Management, Customer Knowledge Management and Business Performance. Management Science & Engineering, 2(1), 31-37. Salesforce.com, February 11, 2013. CRM And Cloud Computing To Grow Your Business. www.salesforce.com SmallBizTrends.com, February 24, 2013. http://smallbiztrends.com/2011/01/9-crm-apps-small-business.html Zoho.com, February 11, 2013. CRM Benefits to SMBs. http://www.zoho.com/crm/crm-benefits.html 25

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