CRM FSB Introduction
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This document discusses Customer Relationship Management (CRM). It defines CRM as a model for managing interactions with current and future customers through communication and processes. A CRM system uses technology to store and analyze customer data to improve relationships. Key benefits of CRM systems include improved productivity, better management information, more efficient sales processes, and establishing marketing effectiveness. Popular CRM systems include Salesforce, Dynamics, Sugar CRM, and Zoho, which offers up to 10 free users. Getting started with CRM involves data auditing, process mapping, and ongoing management.
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CRM FSB Introduction
- 1. Customer Relationship Management Nina Goodwin @Cosmic_UK
- 3. Agenda • What is CRM? • What is a CRM system? • Benefits of CRM; • Key functions; • Main CRM systems
- 4. Questions • Do you know the value of each customer? Their total lifetime value? • 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? • Can you predict data?
- 5. What does CRM mean?
- 6. What is CRM? Customer Relationship Management • Model for mapping company’s interactions with current and future customers; • Process & Approach used to communicate and interact; • Managing relationships.
- 7. What is a CRM system? Customer Relationship Management System • Technology to track, record and store customer data and interactions • Data mine the information to increase customer relations
- 8. What is a CRM model?
- 10. Financial benefits 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% http://nucleusresearch.com/research/notes-and-reports/crm- pays-back-5-dot-60-for-every-dollar-spent/
- 11. Business benefits of a CRM system • Improved productivity - Right information – first time • Better Management Information – most profitable customer, lifetime value of customers, ave cost of sale, spotting customer problems etc • Efficient sales processes - in-office and on-the-move • Establish marketing effectiveness – what works best? • Improved internal communications – staff knowing more about business • Staff empowerment
- 12. Functions of a CRM system
- 13. 6 functions of a CRM system Contacts database Sales process & project automation Customer support Marketing process & monitoring Social media & monitoring Internal communications 1 2 3 4 5 6
- 14. CRM system integration CRM Accounting software Website & e- commerce Email, contacts & calendar ERP/MRP & supply chain systems Customer support Knowledge hub Email marke & Retarget
- 15. CRM Platforms
- 18. • Integrates really well with other software – Xero – Mailchimp – Google Apps • Free up to 2 users • Simple easy to use • Great interface
- 20. CRM costs Costs Number of free users? Salesforce $65 a month Dynamics £42 a month Sugar CRM $35 a month Oracle CRM $70 a month Zoho $20 a month 10 users Sage CRM $39 a month Capsule £8 a month 2 users Insightly $29 a month 3 users InTouch CRM £29 a month 2 user
- 21. Simple CRM solutions Simple Contact management? • Google Contacts - share across business with Apptivo • Outlook Contacts - share (only on exchange hosted solutions)
- 22. • Google Contacts add-ons – Boomerang – send reminders to you for sent emails – Active Inbox $25 a year • Add notes to email • Export email to Calendar • Wait on/Action – Just me - free or $35
- 23. Getting started with CRM Project checklist 1. Management review 2. Data audit review 3. Process & operations mapping 4. Requirements specification 5. Procurement 6. Ongoing management and development
- 24. CRM & what’s next? • Big Data- data mining – creating connections between customer behaviours and demographics, creating detailed profiles • Predictive analysis, who will buy what next? • Re-targeting - serving ads and resources to those clients through monitoring of activity on website, Facebook and search
Editor's Notes
- Welcome learners to session; Explain that this is part of GUTS; follow are twitter handle;
- Cosmic is an IT and consultancy business. We are based in Honiton, East Devon. Our services are designed to support and improve the use of computers, internet and other digital technology, including websites, IT training, technical support and consultancy. We are a social enterprise, continually involved in a range of projects, such as the Connecting Devon and Somerset, which achieve meaningful social impact for individuals and organisations across the South West.
- This is what we shall be covering today;
- Ask around the room;
- Customer relationship management is about the process and approach used to communicate and interact with your customers and the frequency of this communication; it’s also about managing the relationship and improving these relationships
- There are many different touch points you have with your customers: From company website to surveys to negotiating to customer service;
- Sales calls/visits made, proposals generated, potential value of lead Productivity, MI, Sales, Marketing, staff, customers Improved productivity - Right information – first time Management Information – most profitable customer, lifetime value of customers, ave cost of sale, spotting customer problems etc Efficient sales processes - in office and on the move Establish marketing effectiveness – what works best?
- Business and market sector specialisms, e.g. event management, insurance, etc
- CRM market has grown 13.3% in the last year (Gartner: Market Share Analysis: CRM 2014) Many CRM Platforms; from small to big companies; Shall we take a look at some of these……………
- Insightly is a great tool to help small businesses deal with the vital task of managing your contacts, organizations, partners, vendors and suppliers. You can see everything about a contact — from background, email history and important dates, to any projects or opportunities in which they have participated. Pricing free for up to three users; 200MB storage; 2,500 records. Zoho CRM frees you to do what you do. Automate tasks, improve workflow and focus on creating and capturing opportunities. Pricing free for up to ten users. Capsule will have a look at this in a moment; InTouch CRM contact management, email marketing, automated emails, web forms, survey tools, social management media. Pricing free £29 a month. Sugar designed with the individual in mind, Sugar offers the most innovative and intuitive user experience on the market every customer-facing employee can effectively engage with customers every time thanks to a consistent Sugar experience regardless of your access point or device. Pricing $40 a month up to 10 users.
- Capsule Video
- Xero – accountancy software Mailchimp – marketing campaigns Cosmic use capsule Great interface;
- http://www.zoho.com/crm/price-calculator.html
- Apptivo is free of charge web based solution; contacts sharing, free CRM, invoicing, project management, and timesheets software works with google apps; Definition - What does Hosted Exchange mean? Hosted Exchange is a version of Microsoft Exchange Server that is delivered and accessed from a remote server or through a cloud service provider. Hosted Exchange is typically installed, configured and hosted on a service provider platform. The end user accesses it through a secure network or private VPN connection. As in SaaS/cloud-based offerings, Hosted Exchange can be accessed over the Internet. The entire processing of the application is performed on servers on the provider's end. The user can configure email addresses and manage the inbox, contacts and calendar. It is also provided with default security and malware protection. The licensing for Hosted Exchange requires end users or the organization has to pay monthly subscription fees to use the services.
- Boomerang select an action based on the email e.g no responses in a weeks time; Create reminders Active inbox – nice and easy to use; An excellent way to be reminded of when to do things.
- What should it integrate with? How much do you want to customise? How secure does it need to be? What’s the strategy? What features are essential – what’s desirable What’s first phase, second phase How easy does it need to be to use? Should non-essential fields be hidden?
- How safe is it? Very safe on any computer. Can get two factor auth. Remote access: Can block user Be careful of sensitive data