Customer Relationship Edition Beyond CRM to customer collaboration July 2010
About PBworks <ul><li>Founded 2005 </li></ul><ul><li>Hosts over 1,000,000 workspaces for 85,000+ businesses </li></ul><ul>...
CRM Doesn’t Touch Customers Contact Management Forecasting Ad hoc Reporting CRM Document Sharing Presales Coordination Neg...
CRM vs. Collaboration Contact Management Forecasting Ad hoc Reporting CRM Document Sharing Presales Coordination Negotiati...
Customer Relationship Collaboration (CRC) <ul><li>Provide a collaborative, customer-facing environment for working togethe...
New Functionality <ul><li>CRM integration </li></ul><ul><li>Customizable prospect/customer interface </li></ul><ul><li>Sha...
DEMO
Customer Quote <ul><li>“ Our sales process is very interactive, and PBworks gives us the environment we need to collaborat...
Analyst Reaction <ul><li>“ The big difference between what PBworks is doing and standard CRM is that PBworks is interactiv...
Customer Relationship Collaboration <ul><li>PBworks Customer Relationship Edition </li></ul><ul><ul><li>Collaborative envi...
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Pb Customer Relationship Webinar100721

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Pb Customer Relationship Webinar100721

  1. 1. Customer Relationship Edition Beyond CRM to customer collaboration July 2010
  2. 2. About PBworks <ul><li>Founded 2005 </li></ul><ul><li>Hosts over 1,000,000 workspaces for 85,000+ businesses </li></ul><ul><li>Four different product lines </li></ul><ul><ul><li>Basic: Free, consumer use </li></ul></ul><ul><ul><li>Academic: Classrooms, schools, districts </li></ul></ul><ul><ul><li>Business: Client-oriented collaboration </li></ul></ul><ul><ul><li>Legal: Law firms and in-house counsel </li></ul></ul>
  3. 3. CRM Doesn’t Touch Customers Contact Management Forecasting Ad hoc Reporting CRM Document Sharing Presales Coordination Negotiation & Closing Project Rollout Support & Followup The real customer relationship medium is still email & phone
  4. 4. CRM vs. Collaboration Contact Management Forecasting Ad hoc Reporting CRM Document Sharing Presales Coordination Negotiation & Closing Project Rollout Support & Followup The Full Customer Relationship
  5. 5. Customer Relationship Collaboration (CRC) <ul><li>Provide a collaborative, customer-facing environment for working together </li></ul><ul><li>CRC = Communications + Content + Coordination </li></ul><ul><li>Applies throughout the customer lifecycle, from prospect through customer support </li></ul>
  6. 6. New Functionality <ul><li>CRM integration </li></ul><ul><li>Customizable prospect/customer interface </li></ul><ul><li>Shared collateral library </li></ul><ul><li>Customer engagement monitoring </li></ul><ul><li>Automated custom workspace creation </li></ul>
  7. 7. DEMO
  8. 8. Customer Quote <ul><li>“ Our sales process is very interactive, and PBworks gives us the environment we need to collaborate with our prospects to get a deal done. Using PBworks as part of the sales process helps us reduce the sales cycle and increase our sales .” </li></ul><ul><ul><li>Steve Grant, President </li></ul></ul>
  9. 9. Analyst Reaction <ul><li>“ The big difference between what PBworks is doing and standard CRM is that PBworks is interactive for the customer. The customer interaction is where the rubber hits the road. The problem with regular CRM is that the rubber never sees the road .” </li></ul><ul><ul><li>David Coleman, Founder/Managing Director Collaborative Strategies </li></ul></ul>
  10. 10. Customer Relationship Collaboration <ul><li>PBworks Customer Relationship Edition </li></ul><ul><ul><li>Collaborative environment for prospects/customers </li></ul></ul><ul><ul><li>Communications, content & coordination </li></ul></ul><ul><ul><ul><li>Integrated IM/chat and teleconferencing </li></ul></ul></ul><ul><ul><ul><li>Wiki pages for collaborative engagement </li></ul></ul></ul><ul><ul><ul><li>Document sharing </li></ul></ul></ul><ul><ul><ul><li>Project management </li></ul></ul></ul><ul><ul><li>Engagement monitoring for assessing opportunities </li></ul></ul><ul><li>Pricing & Availability </li></ul><ul><ul><li>$30/user/month (customer/prospect access is free) </li></ul></ul><ul><ul><li>Existing customers upgrade for just $1,000 </li></ul></ul>

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