Customer Resource Management


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SugarCRM is rethinking how technology can help companies manage customer relationships. Sugar, the market leading commercial open source CRM application, delivers a feature-rich set of business processes that enhance marketing effectiveness, drive sales performance, improve customer satisfaction and provide executive insight into business performance. Supported by deep collaboration and administration capabilities that adapt to how your company operates, Sugar is delighting customers of all sizes across a broad range of industries.

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Customer Resource Management

  1. 1. Customer Resource Management 27 th March 2009
  2. 2. Agenda <ul><li>Company overview </li></ul><ul><li>Executive Summery </li></ul><ul><li>Beginning to date </li></ul><ul><li>Products and the portfolio </li></ul><ul><li>Future Plans </li></ul><ul><li>Financials </li></ul><ul><li>Investment and the return </li></ul>
  3. 3. Business Overview <ul><li>Evoloop is founded in 2006. </li></ul><ul><li>Our office is located at the Sri Lanka’s premier Technology park Malabe; the technology hub of Sri Lanka </li></ul><ul><li>Our team is composed of 6 team members (3 full time) , including Sri Lanka’s first web master . </li></ul><ul><li>We manage our business without high overheads </li></ul><ul><li>Up to now all our business were generated through personal contacts </li></ul>
  4. 4. Services we offer <ul><li>Website Design and Development </li></ul><ul><li>Web Application Development </li></ul><ul><li>Software QA and Testing </li></ul><ul><li>Web 2.0 </li></ul><ul><li>Graphic Design / Multimedia </li></ul><ul><li>Maintenance and Support </li></ul><ul><li>Web Content Writing </li></ul><ul><li>3D Development and Modeling </li></ul><ul><li>Search Engine Optimization Services </li></ul><ul><li>E-mail Marketing </li></ul><ul><li>Other third party tools through affiliation </li></ul>
  5. 5. What is Customer Relationship Management? <ul><li>A CRM or a Customer Relationship Management System, is just that—a system that manages information and processes around your relationship with your customers, not only the sales aspect of that relationship but also the ongoing service and support aspects. The system should provide at least basic information about the companies you are doing business with, and the people you work with at those companies. Typically these are referred to as Accounts, and Contacts. Accounts can be your customers, but may also be your suppliers, your partners, or your sub-contractors. </li></ul>
  6. 6. Features of a CRM tool <ul><li>Sales-force automation: This includes lead capture and the promotion of leads to Opportunities. </li></ul><ul><li>Opportunity tracking: This tracks the sales stage and percentage likelihood. </li></ul><ul><li>Sales pipeline tracking: This uses graphical charts that offer drill-down from the bar or segment of the chart to the data that underlies it. </li></ul><ul><li>Definition of sales teams and territories: This helps in managing information sharing and tracking sales performance by territory. </li></ul><ul><li>Lead source analysis of sales and opportunities </li></ul><ul><li>Product catalog management: It also takes care of tracking sales inventory, corporate assets, and client products covered by support contracts. </li></ul><ul><li>Creating quotations for clients </li></ul><ul><li>Flexible reporting: This extracts precisely the information you want to see. </li></ul><ul><li>Service case tracking: There are also other service/support capabilities such as tracking software bugs, and managing support contract renewals. </li></ul><ul><li>Corporate calendar management: This can be used for arranging meetings. </li></ul><ul><li>Corporate directory: This can be used for contacting fellow employees. </li></ul><ul><li>Interface consolidation: This brings additional everyday needs into the CRM environment in order to make a company website that employees can live in. This includes news feeds, views of financial metrics, integration of external web links and applications, and integrated web-based email. </li></ul><ul><li>Document management and revision control: This helps in managing and retaining reference copies of important corporate documents. </li></ul>
  7. 7. What Will a CRM Do for Business? <ul><li>Sales are increased: Using the new marketing communications capabilities to increase sales </li></ul><ul><li>Costs are reduced: </li></ul><ul><ul><ul><li>Typing in information only once </li></ul></ul></ul><ul><ul><ul><li>Automatically sharing information with everyone instantly </li></ul></ul></ul><ul><ul><ul><li>Everyone in the business knowing right away where to find information without wasting time looking for it </li></ul></ul></ul><ul><li>Customers are happier: Dealing with employees who now seem to know more about them and what's going on in their account is a big plus </li></ul><ul><li>Business is managed better: </li></ul><ul><ul><ul><li>Sales pipelines are better understood </li></ul></ul></ul><ul><ul><ul><li>The most productive lead sources and sales staff are clearly identified </li></ul></ul></ul><ul><ul><ul><li>Any business downturn </li></ul></ul></ul>
  8. 8. What are CRM Options? <ul><li>CRM all started somewhere between the mid 1980's and the early 1990's with efforts from companies such as Oracle, PeopleSoft, Siebel Systems, and SAP. </li></ul><ul><li>Originally, CRM systems from the big four companies named above were uniformly expensive, heavily customized, and unwieldy for any but the largest firms. </li></ul><ul><li>In 2001 Siebel Systems had sales worth 2.1 Billion USD based on their model in which each customer spent millions of dollars. But their market share, and indeed gross sales, slipped in later years as the built-for-the-web generation of mid-size CRM systems came to market from firms such as, NetSuite, Upshot, and SalesNet. Now Upshot has been purchased by Siebel Systems, and they seem to be somewhat on the upswing again. </li></ul><ul><li>With the introduction of SugarCRM in 2004, history will show that there has been yet another revolution in CRM, as even smaller firms gained cost-effective access to the latest in CRM technologies. </li></ul>
  9. 9. What is SugarCRM? <ul><li>SugarCRM is a web-based CRM introduced in 2004, available as a free Open Source version, or as a commercial Pro- or Enterprise-level version. </li></ul><ul><li>SugarCRM the company was created as a commercial Open Source company, and funded by Silicon Valley venture capital firms (three rounds of financing and 25 Million USD to date). </li></ul><ul><li>Its business model is to not only develop an open-source CRM product, which will benefit from broad adoption and feedback from the user community, but also to develop enhanced versions of it that it can sell. </li></ul><ul><li>The open-source product is called Sugar Open Source, and the commercial products are called Sugar Pro and Sugar Enterprise. </li></ul>
  10. 10. Development Cycle
  11. 11. Deployment Options <ul><li>On-Demand Model: The CRM vendor simply hosts the CRM application, and provides the customer with a URL at which to point their browser. No fuss over software installation, no messy application patching and maintenance, but also, no data on your premises—the vendor keeps it all on its system, a fact that makes many customers uneasy. Recent surveys show a full 50% of businesses are not prepared to adopt this model. </li></ul><ul><li>Application Pack: The vendor licenses you its application software—often on an annual basis. You install the software on your own server, and take responsibility for your own data. </li></ul><ul><li>Hosted Application Pack: An intermediate version of these two models, which many businesses find attractive, involves licensing the software, but then hiring a hosting firm to provide and maintain the server on which it runs. Of course, the concerns about offsite corporate data remain. </li></ul><ul><li>Server Appliance: The Server Appliance option involves purchasing a server pre-loaded with licensed software. This reduces concerns about installation problems, and the capacity and performance of the server you might use yourself, but leaves the bother of maintaining and updating the server and its software image, as well as backing up your data. </li></ul>In today's CRM market, there is not only a choice of vendors, but also a choice of deployment options. The options are:
  12. 12. CRM Customization <ul><li>CRM systems are known to need customization more frequently than other business applications. </li></ul><ul><li>The negative aspect of it is that is can sometimes be long and involved, and frequently can be quite expensive. </li></ul><ul><li>The positive side is that it takes an off-the-shelf shrink-wrapped software application, and adapts it to the way your business actually works. </li></ul>Customization is a fact of life, and indeed a generally positive one, for most business applications.
  13. 13. Business Analysis <ul><li>The Business Model: One location or many? Franchises? Regional Sales Offices? Products or services? High or low unit sales value? </li></ul><ul><li>The Customers: Where are they? Who are they—businesses or individuals? </li></ul><ul><li>The Scale: How many employees—2? 25? 50? 100? </li></ul><ul><li>The International Needs: Multiple language support? Date format? Currency format? </li></ul>Identifying the CRM Needs of Your Business
  14. 14. Business Analysis <ul><li>Project tracking and management </li></ul><ul><li>Management of e-marketing campaigns </li></ul><ul><li>Advanced report generation </li></ul><ul><li>Definition of sales teams and territories </li></ul><ul><li>Integrated views of financial metrics and performance </li></ul><ul><li>Product catalog management, and tracking sales inventory, corporate assets, and client products covered by support contracts </li></ul><ul><li>Creation of client quotations and/or invoices </li></ul>Depending on the nature of your business, some other more advanced and useful capabilities to include within your CRM are:
  15. 15. Business Analysis <ul><li>Accounts and Contacts </li></ul><ul><li>Tracking Leads and Opportunities </li></ul><ul><li>Sales-Force Automation </li></ul><ul><li>Tracking the Sales Pipeline </li></ul><ul><li>Tracking Service Cases and Support Contracts </li></ul><ul><li>Corporate Calendar Management </li></ul><ul><li>Corporate Directory </li></ul><ul><li>Interface Consolidation </li></ul><ul><li>Document Management </li></ul><ul><li>Business Models and Their Specific Requirements </li></ul><ul><li>B2B or B2C? </li></ul><ul><li>Products or Services? </li></ul><ul><li>Average Transaction Value, Sales Cycle, and the Recurring Business Model </li></ul><ul><li>International Needs </li></ul>Which Business Activities will be a Part of Your CRM? As you approach the process of implementing a CRM within your business, one of the more important decisions you must make is the application scope of your CRM.
  16. 16. Sugar CRM Deployment Alternatives <ul><li>On-Demand: In this situation, you rent use of the SugarCRM application by the month, and by the user. You do not own the server it is operating on, nor do you have to take care of it at all. The supplier, often called an ASP (Application Service Provider) backs up the server, makes sure it is always available, and makes sure that adequate bandwidth is available to ensure good performance. </li></ul><ul><li>Server Collocation: With this option, you buy your own server, or use one you already own. You load it up with exactly the software image you want, and then take it down to your local Internet Service Provider (ISP), who hosts it for a monthly charge. Again, the supplier backs up the server, makes sure it is always available, and makes sure that adequate bandwidth is available to ensure good performance. </li></ul><ul><li>Self-Hosted: This option should be fairly self-explanatory—you buy your own server or use one you already have, load up the desired software on it, and then connect it to the Internet connection at your office, making it externally accessible for use by employees at home or on the road. </li></ul><ul><li>Shared Server: The cheapest and lowest capacity option—you have your SugarCRM instance hosted on a server at an ISP, and that server is also used by the ISP to host the applications and websites of several more of their customers. </li></ul>If you want to use SugarCRM as the CRM solution for your business, you will need to be able to connect to an Internet-accessible server that is running SugarCRM.
  17. 17. Sugar CRM Deployment Alternatives comparison chart
  18. 18. Product Demo
  19. 19. Advanced CRM opportunities <ul><li>Marketing campaigns: Creating and running email marketing campaigns. </li></ul><ul><li>Document management: Filing version-controlled documents in a repository of operational, sales, and administrative reference material. </li></ul><ul><li>Project management: Tracking what projects are active, who is working on them, what tasks they involve, and how they are performing. </li></ul><ul><li>Customer service management: Tracking services cases and software bugs by account, creating an account service history. </li></ul><ul><li>Email reminders: As a part of the overall system workflow and function, automated email reminders may be sent to users when tasks are assigned to them. </li></ul>
  20. 20. Advanced CRM opportunities <ul><li>Employee directory: A handy list of all employees, with their contact information, job title, department, etc. </li></ul><ul><li>Interface consolidation: Adding commonly needed but potentially unrelated capabilities into the CRM to create a single system that employees will want to remain connected to all day—a virtual focal point for your business. Capabilities such as an RSS News Reader and My Portal (Linking to External Sites) are discussed in this chapter. </li></ul><ul><li>Assessing Changes: Assessing the changes you need to make to your CRM to make it a better fit for your business. </li></ul><ul><li>Tuning your current CRM implementation: Using the Sugar Studio to define new fields, alter screen layouts, define new options on drop-down lists and altering what tabs within the system are seen by each user. </li></ul>
  21. 21. The CRM Training Process <ul><li>Initial Management Training and Product </li></ul><ul><li>Management Training Completion and Issue Management </li></ul><ul><li>Present Final System Adjustments (Optional) </li></ul><ul><li>General User Training Session </li></ul><ul><li>Training Completion (Optional) </li></ul>
  22. 22. Installation and customization <ul><li> </li></ul><ul><li>[email_address] </li></ul>