CRM: A Business Imperative for Companies during the Global Economic Downturn Companies that invest wisely in information technology will reap the rewards Implementing CRM will enable you to: Increase revenue-generating activities Achieve significant cost-savings and on-going productivity improvements Deliver exceptional and personalised service

1. CRM: A Business Imperative for Companies during the Global Economic Downturn Mr. NavikNumsiang Managing Director Sundae Solutions Co., Ltd. navik@sundae.co.th www.sundae.co.th

2. Situation Companies facing the toughest economic conditions in several generations Businesses have seen a rapid deterioration in their operational cashflows Instinctive reaction to cut all strategic projects and wait until things improve However, this could prove more detrimental in the long-term Companies that invest wisely in information technology will reap the rewards Implementing CRM will enable you to: Increase revenue-generating activities Achieve significant cost-savings and on-going productivity improvements Deliver exceptional and personalised service

3. Why CRM? CRM is a business strategy designed to optimise profitability, revenue and customer satisfaction Gartner Management Tools & Trends 2009 by Bain & Co.

4. Why CRM? Helps protect revenue streams from your current customers Provides you with a 360 degree view of customer interaction across sales, marketing, service and finance functions CRM is a business strategy designed to optimise profitability, revenue and customer satisfaction Gartner

6. For each individual customer, users have instant access to areas such as:

7. Opportunities

8. Communications

9. Cases

10. InvoicesDrill-down to underlying opportunity Drill-down to underlying communication Drill-down to underlying case Drill-down to underlying Invoice* 5

11. Why CRM? Helps protect revenue streams from your current customers Provides you with a 360 degree view of customer interaction across sales, marketing, service and finance functions Enables you to unearth latent revenue opportunities Equips your sales team to deliver highly focussed business development programmes Replaces sporadic interaction with true customer lifecycle management CRM is a business strategy designed to optimise profitability, revenue and customer satisfaction Gartner

12. CRM and Your Customer Base CRM enables you to grow revenue with existing customers by: Understanding true cross- and up-sell opportunities maximising profitability of every customer relationship Delivering highly targeted marketing messages to specific customers or customer segments dramatically reducing cost per lead Reducing amount of time and cost it takes to resolve service issues without compromising exceptional service experience keeping your customers loyal Empowering customer-facing staff while retaining control over headline resource, performance and budget management

13. CRM and New Business Development CRM enables you to capture and develop new business at a lower cost by:- Achieving operational efficiency within sales and marketing functions Sales team are focussed on opportunities most likely to close Delivering highly targeted marketing messages to specific prospects or market segments to dramatically reduce cost-per-lead Introducing marketing accountability to ensure you are achieving right level of return form your marketing spend Stripping manual administration – less paperwork, errors, repetition and cost Empowering customer-facing staff while retaining control over headline resource, performance and budget management

14. Why Now? “We are at an extraordinary period of history. It is a time of crisis and unprecedented uncertainty, even fear; but it is also a time of opportunity for change and profound transformation.” Klaus Schwab, Chairman, World Economic Forum 2009

15. Why Now? Your customers and potential customers facing identical cost pressures Their purchasing behaviour has changed; Spending less but looking for more value for money Far more discerning about potential purchases and suppliers You will need to work harder and smarter to increase revenues Biggest mistake would be to ‘sit back’ and do nothing “We are at an extraordinary period of history. It is a time of crisis and unprecedented uncertainty, even fear; but it is also a time of opportunity for change and profound transformation.” Klaus Schwab, Chairman, World Economic Forum 2009

16. Actual Cost of Doing Nothing

17. Actual Cost of Doing Nothing Example 1: A sales executive spends 6 weeks closing a 500,000 Baht opportunity with a new customer rather than spending 2 weeks closing a similar opportunity with an existing customer Example 2: A sales executive with a base salary of 300,000 Baht per year spends 10 hours per week on sales administration Example 3: A sales executive focuses exclusively on a large but poorly-qualified opportunity worth 5,000,000 Baht rather than pursuing three 600,000 Baht deals with a far higher likelihood of closing Example 5: At a company, 25% of customer support requests; equating to 2 FTEs earning 150,000 Baht each per year, could be handled on a self-service basis over the web Example 6: At a company where an average deal is worth 35,000 Baht and the sales team closes one-in-five leads, lower than anticipated demand generated by traditional marketing activities translates into a 30% net decrease in inbound sales enquiries from 80 per month to only 56 per month Example 4: At a company with 1,000 customers on 10,000 Baht per year service contracts, a 30% increase in call queuing time translates into a 15% increase in non-renewal of service contracts the following year 2.02m Baht in lost revenues over the year 75,000 Baht direct salary cost per yr 1,800,000 Baht opportunity cost 1,500,000 Baht in lost revenues 300,000 direct salary cost 1,000,000 Baht opportunity cost

18. Business Impact of Inaction

19. How CRM Benefits Your Business?

20. How CRM Benefits Sales Maximises cross- and up-sell opportunities Improves team collaboration on opportunities

22. Customer intelligence

23. Calendars

24. Accounts

25. Reports

26. Pipelines

27. Contacts

28. Lists

29. DashboardsThe “Calendar” tab provides sales staff with a unified view of upcoming activities and tasks which can be viewed by day, week, month and due-date Dashboards provide sales representatives and managers with a single view of key sales information and performance data The “Quick Look” tab provides sales staff with summary information on communications history, active opportunities and open cases Sales representatives and sales managers can generate sales performance reports in a few simple steps The “Opportunities” tab presents sales representatives and sales managers with a unified view of all current opportunities by value and stage Multiple contacts can be captured, accessed and managed for each company or sales opportunity The “Invoice”* tab provides sales staff with an overview of the transaction history of their customers along with drill-down to the underlying invoice Sales lists can be defined according to multiple criteria, and can be maintained as static or dynamic groups for on-going sales activities

30. Opportunity Management

31. Opportunity Workflow Improves win rates

32. How CRM Benefits Sales Maximises cross- and up-sell opportunities Improves team collaboration on opportunities Improves prospect targeting

34. Leads can be rated, reassigned, edited or converted to an opportunity, and call-backs can be scheduled with ease

36. How CRM Benefits Sales Maximises cross- and up-sell opportunities Improves team collaboration on opportunities Improves prospect targeting Increases revenue yield per opportunity and account Provides real-time visibility on sales KPIs Improves win rates Shortens sales cycles Reduces sales training costs Decreases time spent on administrative tasks

37. Back Office Integration

38. Extensive Workflow

39. Sales Mobility

40. How CRM Benefits Sales Maximises cross- and up-sell opportunities Improves team collaboration on opportunities Improves prospect targeting Increases revenue yield per opportunity and account Provides real-time visibility on sales KPIs Improves win rates Shortens sales cycles Reduces sales training costs Decreases time spent on administrative tasks Reduces sales forecast variance

42. Individual opportunities can be excluded where necessary

45. Full drill-down to underlying waves, wave activities, resources and budgets

48. Scripts can incorporate drop-down and free-text boxes for information capture, and can follow dynamic routing according to particular responses

49. SageCRM also supports CTIOutbound Call Management

50. How CRM Benefits Marketing Enables marketing programmes to be planned more efficiently and effectively Improves campaign response rates Enables accurate measurement of marketing campaign RoI Ensures customers and prospects receives the right marketing message at the right time

52. Marketing lists can be defined using simple or complex queries, and can be based on transaction history if necessary

53. Specific response types automatically generate new lists for follow on activities33 Segmentation Management

55. Email marketing

56. Landing zone

57. Web links

58. Online Survey

59. All e-marketing communication for each customer tracked by Sage CRM including

60. Bounce emails

61. Email open

62. Survey

64. Contact information and details of their interests is saved directly to Sage CRM Company and Person records

66. How CRM Benefits Customer Service Provides web self-service

68. Customers can log new support issues and can also review the status of their open cases

69. Where appropriate, customers can also access account detailsCustomer Self Service

70. How CRM Benefits Customer Service Provides web self-service Increases productivity of agents

72. Workflow automation ensures that service issues meet service level obligations and are progressed to satisfactory resolution on a timely and efficient basisEnhanced Customer Visibility with Extensive Workflow

73. How CRM Benefits Customer Service Provides web self-service Increases productivity of agents Ensures issues never “get lost between the cracks”

75. Full drill-down is provided to the underlying case details across multiple tabsTraffic Light Monitoring of Cases

76. How CRM Benefits Customer Service Provides web self-service Increases productivity of agents Ensures issues never “get lost between the cracks” Enables agents to capture further sales leads from customer interactions

77. How CRM Benefits Customer Service Provides web self-service Increases productivity of agents Ensures issues never “get lost between the cracks” Enables agents to capture further sales leads from customer interactions Improves response times to customer service requests Increases customer retention Reduces customer support costs Reduces the average time to resolve an issue

78. Avis Customer Care Customer Resolution Time Has Reduced by 2.82 Days and Within SLA Productivity Gains of 6% with 7% Less FTE Reduction of 4% to Incoming Call Abandon Rate Average Cost of Adjustment Reduced by 16% More Satisfying Customer Experience

80. All potential solutions follow approval workflow before publication

81. Once published, all solutions are fully searchable46

82. How CRM Benefits Customer Service Provides web self-service Increases productivity of agents Ensures issues never “get lost between the cracks” Enables agents to capture further sales leads from customer interactions Improves response times to customer service requests Increases customer retention Reduces customer support costs Reduces the average time to resolve an issue Decreases the number of customer cases that are re-opened Decreases the number of customer service escalations

83. Summary You will have… A single view of their customers Reduced inefficiency Improved cross-sell and up-sell opportunities Better marketing insights Improved visibility of operations Higher customer retention

84. ? What is your CRM Strategy?

85. Thanks You Mr. NavikNumsiang Managing Director Sundae Solutions Co., Ltd. navik@sundae.co.th www.sundae.co.th Most of presentation material from Sage CRM Solutions