Your CRM consulting Partner CRM implementation - A Six sigma way
PenguinCRM Pvt. Ltd. Hyderabad, India, Ph. no. +91 40 6524 1102 +91 40 6602 8556 www.penguincrm.com Email: sales@penguincrm.com info@penguincrm.com http://twitter.com/penguincrm http://www.facebook.com/pages/PenguinCRM/313580679871 Find us for more
This webcast provides valuable information on streamlining marketing campaigns and tracking measurable results within a CRM solution to optimize ROI. Gain insight from campaign performance results to fine tune campaigns and drive sales opportunities.
This presentation explains about SugarCRM implementations and the organization’s benefits in practicing six sigma. It quantifies the CRM implementation benefits. The presentation also highlights the in-depth CRM understanding of PenguinCRM and gives an overview of SugarCRM, which is a leading open source CRM application.
CRM Assessment eBook
CRM is a mixture of people, processes and technology, and if these three areas are not in alignment the CRM tool may not be as effective as it could be, and may not be leveraged by the individuals who could find vast benefits of such a tool. This tool can be used to help you understand who, what, where, when and how improvements to CRM processes, people and technology could be leveraged to improve any business.
E business - STRATEGIES AND CRITICAL FACTORS IN CRM SELECTION IMPLEMENTATION ...Anil Masal
Customer Relationship Management or CRM is a company-wide business strategy designed to reduce costs and increase profitability by solidifying customer loyalty. It's a strategy used to learn more about customer’s needs and behaviour in order to develop stronger relationships with them. After all, good customer relationships are at the heart of business success.
Fobess CRM gives your company the advantage against your competitors it needs by offering a versatile and effective Customer Relationship Management (CRM) remedy. An extensive perspective of customer data’s allows you to connect clearly and accurately with your customers. With Fobess CRM, all areas of your business, from client support to sales, share important information needed to work together and provide direct and detail communication.
This webcast provides valuable information on streamlining marketing campaigns and tracking measurable results within a CRM solution to optimize ROI. Gain insight from campaign performance results to fine tune campaigns and drive sales opportunities.
This presentation explains about SugarCRM implementations and the organization’s benefits in practicing six sigma. It quantifies the CRM implementation benefits. The presentation also highlights the in-depth CRM understanding of PenguinCRM and gives an overview of SugarCRM, which is a leading open source CRM application.
CRM Assessment eBook
CRM is a mixture of people, processes and technology, and if these three areas are not in alignment the CRM tool may not be as effective as it could be, and may not be leveraged by the individuals who could find vast benefits of such a tool. This tool can be used to help you understand who, what, where, when and how improvements to CRM processes, people and technology could be leveraged to improve any business.
E business - STRATEGIES AND CRITICAL FACTORS IN CRM SELECTION IMPLEMENTATION ...Anil Masal
Customer Relationship Management or CRM is a company-wide business strategy designed to reduce costs and increase profitability by solidifying customer loyalty. It's a strategy used to learn more about customer’s needs and behaviour in order to develop stronger relationships with them. After all, good customer relationships are at the heart of business success.
Fobess CRM gives your company the advantage against your competitors it needs by offering a versatile and effective Customer Relationship Management (CRM) remedy. An extensive perspective of customer data’s allows you to connect clearly and accurately with your customers. With Fobess CRM, all areas of your business, from client support to sales, share important information needed to work together and provide direct and detail communication.
Loaded Technologies is a consulting firm that designs and delivers smart solutions to unlock your customer potential, utilising CRM (Customer Relationship Management), Web, Marketing Automation and Business Intelligence software.
Our capabilities: CRM breadth & depth, backed by strategic, operational and technology expertise:
- Business strategy and execution: Top tier management consulting and executive leadership experience.
- Technology depth and breadth: delivering and supporting complex integrations and deployments.
- CRM breadth: 30+ years in total CRM experience
We've partnered with leading CRM (Customer Relationship Management), Web, Marketing Automation, and Business Intelligence software companies, including SugarCRM, HubSpot, Pardot and JasperSoft to bring their products to the Australian market.
Readiness for CRM - 11 Steps to Plan & Prepare for CRMPreact Ltd
Presentation demonstrating 11 key steps to help businesses plan and prepare for Customer Relationship Management readiness.
Preact are a UK based consultancy partner helping organisations achieve outstanding success from their CRM strategy.
Visit http://www.preact.co.uk to learn more.
Steps to use CRM applications for organizational cost reductionSunil Jagani
Small and mid-size companies can realize their true potential by integrating CRM solutions into their organizational processes. Overall, these CRM solutions are not an expenditure, but an investment, that actually reduce company operating costs. Additionally, CRM solutions effectively assist with lead generation and increase channels of interaction with potential clients and customers.
How to write a CRM scope document - the key to a successful solutionGill Walker
Scoping your CRM project is key if your implementation is to be successful. And yet this phase is often omitted.
This document will step you through the process of capturing your requirements for your CRM solution.
Loaded Technologies is a consulting firm that designs and delivers smart solutions to unlock your customer potential, utilising CRM (Customer Relationship Management), Web, Marketing Automation and Business Intelligence software.
Our capabilities: CRM breadth & depth, backed by strategic, operational and technology expertise:
- Business strategy and execution: Top tier management consulting and executive leadership experience.
- Technology depth and breadth: delivering and supporting complex integrations and deployments.
- CRM breadth: 30+ years in total CRM experience
We've partnered with leading CRM (Customer Relationship Management), Web, Marketing Automation, and Business Intelligence software companies, including SugarCRM, HubSpot, Pardot and JasperSoft to bring their products to the Australian market.
Readiness for CRM - 11 Steps to Plan & Prepare for CRMPreact Ltd
Presentation demonstrating 11 key steps to help businesses plan and prepare for Customer Relationship Management readiness.
Preact are a UK based consultancy partner helping organisations achieve outstanding success from their CRM strategy.
Visit http://www.preact.co.uk to learn more.
Steps to use CRM applications for organizational cost reductionSunil Jagani
Small and mid-size companies can realize their true potential by integrating CRM solutions into their organizational processes. Overall, these CRM solutions are not an expenditure, but an investment, that actually reduce company operating costs. Additionally, CRM solutions effectively assist with lead generation and increase channels of interaction with potential clients and customers.
How to write a CRM scope document - the key to a successful solutionGill Walker
Scoping your CRM project is key if your implementation is to be successful. And yet this phase is often omitted.
This document will step you through the process of capturing your requirements for your CRM solution.
Part II of the Museums and the Mind session at ASTC 2008 in Philadelphia. John Falk, professor of free-choice learning at Oregon State University, discusses metrics of evaluating the effect of emotion on free-choice learning.
A lecture on Psychophysiological (Biometric) methods given to Hanze University students in 2011. If you want to see more on this topic please check out these slide shows: http://www.slideshare.net/acagamic/next-generation-testing-biometric-analysis-of-player-experience and http://www.slideshare.net/keylimeinteractive/exploring-eye-tracking-for-games-user-research-a-case-study-of-lessons-learned
Además de los viajes, otra de las cosas que me entretiene es la decoración.
Como recientemente he estado colaborando en la reforma de una oficina, estuve barajando la posibilidad de colocar un fotomural en una de las paredes.
Estos son algunos de los que estuve viendo. Se admiten votos y sugerencias...
Promotelec, association d’intérêt général centrée sur les enjeux de société pour le confort dans l’habitat, dévoile les résultats de sa 3ème enquête annuelle « Les Français et la domotique » réalisée par l’institut de sondage Ipsos, avec l’analyse du sociologue Yankel Fijalkow.
The Ultimate How-To CRM Guide is the document that you need to make your decision between cloud-computing technology and on-premises. We call it "Ultimate" because it is the Ultimate How-To CRM Guide, the "Must-have" Guide :)
A CRM Web Solution is a cloud-based software system that provides
businesses with a central hub for managing their interactions with
customers, prospects, and leads.
SugarCRM is an innovative and affordable CRM (Customer Relationship Management) solution that automates your core sales, customer service and marketing processes. SugarCRM is designed for every individual who engages with customers: sales professional, marketers, customer support agents and executives.
Loaded is an Australian SugarCRM Platinum Partner, providing consulting, implementation, integration, customisation, hosting and support services.
keeping customers satisfied and organised is paramount. Customer Relationship Management (CRM) systems play a pivotal role in achieving this goal. Acting as a central hub for managing customer interactions, CRM systems streamline processes, enhance communication and drive sales growth. In this article, we will delve into 18 essential features of CRM systems that can unlock business excellence and propel your organisation forward.
Discover the top 5 HVAC CRMs of 2024, carefully selected to enhance your business efficiency and customer satisfaction. Explore our comprehensive guide for features, benefits, and insights to choose the right CRM solution tailored to your HVAC business needs.
How a CRM Consulting Services Firm Supports Successful CRM ImplementationThinkCap Advisors LLP
Successful implementation of a CRM system requires more than just purchasing software; it requires process alignment, strategic planning, customization, and ongoing support for:
• attunement to changes in business processes
• integrations with new systems
• continuous user adoption
This is where a CRM consulting services firm comes into play, providing the expertise and guidance needed to ensure a seamless and effective CRM implementation.
Operational CRM generally refers to services that allow an organization to take care of their customers. It provides support for various business processes, which can include sales, marketing and service. Contact and call centers, data aggregation systems and web sites are a few examples of operational CRM. If your company has a high customer turnover, or perhaps high service costs, Operational CRM Solutions is a tool that can help you solve your problems. The high tech expertise of CRM gives you access to information about your customer as well as giving you a clear view of your customers needs.
t is a systematic approach to analyze customer data and interactions to improve various business processes in Sales, Marketing and Service. The main purpose of Analytical CRM is to gather customer information from various channels and gain knowledge about customers’ behaviors and buying pattern as much as possible. It helps an organization to develop new marketing strategy, campaign management, customer acquisition and retention.
Our CRM Program Playbook is a planning methodology that highlights our premium tool-kit of tools & templates to help you develop and launch a CRM Program that meets your marketing objectives.
Customer relationship management, often referred to as CRM,is a type of data-driven solution or system that allows companies to manage prospect and customer activities. From lead tracking to sales data management, CRM systems provide a complete solution that supports sales, marketing, and service activities, such as customer service or after-sales service
CRM Best Practices For Optimal Success In 2024.pdfCiente
CRM in 2024 is much more than just managing contacts. Read along to know how it is impacting businesses today and how to best implement it to achieve great success.
DevOps and Testing slides at DASA ConnectKari Kakkonen
My and Rik Marselis slides at 30.5.2024 DASA Connect conference. We discuss about what is testing, then what is agile testing and finally what is Testing in DevOps. Finally we had lovely workshop with the participants trying to find out different ways to think about quality and testing in different parts of the DevOps infinity loop.
Slack (or Teams) Automation for Bonterra Impact Management (fka Social Soluti...Jeffrey Haguewood
Sidekick Solutions uses Bonterra Impact Management (fka Social Solutions Apricot) and automation solutions to integrate data for business workflows.
We believe integration and automation are essential to user experience and the promise of efficient work through technology. Automation is the critical ingredient to realizing that full vision. We develop integration products and services for Bonterra Case Management software to support the deployment of automations for a variety of use cases.
This video focuses on the notifications, alerts, and approval requests using Slack for Bonterra Impact Management. The solutions covered in this webinar can also be deployed for Microsoft Teams.
Interested in deploying notification automations for Bonterra Impact Management? Contact us at sales@sidekicksolutionsllc.com to discuss next steps.
Transcript: Selling digital books in 2024: Insights from industry leaders - T...BookNet Canada
The publishing industry has been selling digital audiobooks and ebooks for over a decade and has found its groove. What’s changed? What has stayed the same? Where do we go from here? Join a group of leading sales peers from across the industry for a conversation about the lessons learned since the popularization of digital books, best practices, digital book supply chain management, and more.
Link to video recording: https://bnctechforum.ca/sessions/selling-digital-books-in-2024-insights-from-industry-leaders/
Presented by BookNet Canada on May 28, 2024, with support from the Department of Canadian Heritage.
GraphRAG is All You need? LLM & Knowledge GraphGuy Korland
Guy Korland, CEO and Co-founder of FalkorDB, will review two articles on the integration of language models with knowledge graphs.
1. Unifying Large Language Models and Knowledge Graphs: A Roadmap.
https://arxiv.org/abs/2306.08302
2. Microsoft Research's GraphRAG paper and a review paper on various uses of knowledge graphs:
https://www.microsoft.com/en-us/research/blog/graphrag-unlocking-llm-discovery-on-narrative-private-data/
Accelerate your Kubernetes clusters with Varnish CachingThijs Feryn
A presentation about the usage and availability of Varnish on Kubernetes. This talk explores the capabilities of Varnish caching and shows how to use the Varnish Helm chart to deploy it to Kubernetes.
This presentation was delivered at K8SUG Singapore. See https://feryn.eu/presentations/accelerate-your-kubernetes-clusters-with-varnish-caching-k8sug-singapore-28-2024 for more details.
Connector Corner: Automate dynamic content and events by pushing a buttonDianaGray10
Here is something new! In our next Connector Corner webinar, we will demonstrate how you can use a single workflow to:
Create a campaign using Mailchimp with merge tags/fields
Send an interactive Slack channel message (using buttons)
Have the message received by managers and peers along with a test email for review
But there’s more:
In a second workflow supporting the same use case, you’ll see:
Your campaign sent to target colleagues for approval
If the “Approve” button is clicked, a Jira/Zendesk ticket is created for the marketing design team
But—if the “Reject” button is pushed, colleagues will be alerted via Slack message
Join us to learn more about this new, human-in-the-loop capability, brought to you by Integration Service connectors.
And...
Speakers:
Akshay Agnihotri, Product Manager
Charlie Greenberg, Host
Let's dive deeper into the world of ODC! Ricardo Alves (OutSystems) will join us to tell all about the new Data Fabric. After that, Sezen de Bruijn (OutSystems) will get into the details on how to best design a sturdy architecture within ODC.
Key Trends Shaping the Future of Infrastructure.pdfCheryl Hung
Keynote at DIGIT West Expo, Glasgow on 29 May 2024.
Cheryl Hung, ochery.com
Sr Director, Infrastructure Ecosystem, Arm.
The key trends across hardware, cloud and open-source; exploring how these areas are likely to mature and develop over the short and long-term, and then considering how organisations can position themselves to adapt and thrive.
PHP Frameworks: I want to break free (IPC Berlin 2024)Ralf Eggert
In this presentation, we examine the challenges and limitations of relying too heavily on PHP frameworks in web development. We discuss the history of PHP and its frameworks to understand how this dependence has evolved. The focus will be on providing concrete tips and strategies to reduce reliance on these frameworks, based on real-world examples and practical considerations. The goal is to equip developers with the skills and knowledge to create more flexible and future-proof web applications. We'll explore the importance of maintaining autonomy in a rapidly changing tech landscape and how to make informed decisions in PHP development.
This talk is aimed at encouraging a more independent approach to using PHP frameworks, moving towards a more flexible and future-proof approach to PHP development.
State of ICS and IoT Cyber Threat Landscape Report 2024 previewPrayukth K V
The IoT and OT threat landscape report has been prepared by the Threat Research Team at Sectrio using data from Sectrio, cyber threat intelligence farming facilities spread across over 85 cities around the world. In addition, Sectrio also runs AI-based advanced threat and payload engagement facilities that serve as sinks to attract and engage sophisticated threat actors, and newer malware including new variants and latent threats that are at an earlier stage of development.
The latest edition of the OT/ICS and IoT security Threat Landscape Report 2024 also covers:
State of global ICS asset and network exposure
Sectoral targets and attacks as well as the cost of ransom
Global APT activity, AI usage, actor and tactic profiles, and implications
Rise in volumes of AI-powered cyberattacks
Major cyber events in 2024
Malware and malicious payload trends
Cyberattack types and targets
Vulnerability exploit attempts on CVEs
Attacks on counties – USA
Expansion of bot farms – how, where, and why
In-depth analysis of the cyber threat landscape across North America, South America, Europe, APAC, and the Middle East
Why are attacks on smart factories rising?
Cyber risk predictions
Axis of attacks – Europe
Systemic attacks in the Middle East
Download the full report from here:
https://sectrio.com/resources/ot-threat-landscape-reports/sectrio-releases-ot-ics-and-iot-security-threat-landscape-report-2024/
2. Agenda
What is CRM?
CRM Matrix
CRM and Six sigma
Profit margin calculation for Six sigma and CRM implementation
Some statistical facts for CRM implementation
CRM integrates all customer interactions at one platform
Benefits of CRM
Critical success factors
About SugarCRM
SugarCRM feature matrix
What Penguinians do?
Our offerings
3. CRM is a focused approach to customer-related processes.
Gartner Says: CRM is a business strategy that leverages specific
technology, business processes, and a customer-focused culture
and management philosophy to attract and retain profitable
customers.
Reality: Companies today have always focused on their customers.
Companies today are addressing some of their customer-related activities,
but may want to address more
What is CRM?
5. CRM and Six Sigma
Customers never think as organizations do:
Customers experience the variance in each and every transaction
or purchase
Customers value consistent and predictable business processes
and high-quality products
A perfect Six Sigma centered CRM implementation approach:
focuses first on reducing variation, and then on improving process
capability.
improves understanding of customer behavior,
allowing you to acquire new customers and build customer loyalty.
CRM practicing companies have deeper, more precise data analysis and
proven Six Sigma methods to understand the factors that drive customer
satisfaction and profitable relationships.
6. CRM supports the Six Sigma methodology DMAIC in the following ways:
Define - business objectives, metrics, and product and process maps
based on industry-defined CRM metrics and process library.
Measure - quantify and Analyze defined output metrics leveraging
prebuilt, drill-down voice-of-the-customer analytics.
Improve - Control, and standardize processes through automation,
digitization, and use of best practices embedded in the business
applications.
CRM and Six Sigma…..
7. Five step approach can be helpful to deal with a structured CRM
implementation approach:
defining objectives
identifying core processes
defining key, high-impact problems
Planning the profitable execution
Executing and realizing the CRM benefits
.
CRM and Six Sigma…..
8. Profit margin calculation for Six sigma
and CRM implementation
Industry benchmarks for Industrial Manufacturing indicate sales, general and
administrative expenses of 17 percent.
Assuming
• There indeed is 50 percent waste in customer-facing processes,
• 25 percent of this waste can be eliminated through improvements,
Then application of Six Sigma methodologies and CRM would result in
An approximate 2.15 percent cost savings.
Considering that average operating margins for the industry hover around 9.4
percent this cost savings would represent a 30 percent increase in profit
margin as a direct result of applying Six Sigma and CRM to customer-facing
processes.
9. Some statistical facts for CRM
implementation
Revenue increases of 41%
Decreased sales cycle times of 24%
Lead conversions of 300%
Decreased sales and marketing costs of 23%
Improved profit margins of 2%
Customer retention improvements of 27%
10. CRM Integrates all customer interactions
at one platform
Pre-sales
Automation
Sales Automation
Post sales automation
1
2
•Lead management
•Contact, Account,
opportunity management
•Sales pipeline
management
•Sales team management
•Activity, meetings and call
management
•Calendar management
•Drill down sales
dashboards and many
more……
•Online Marketing
Campaign management
•Bulk email management
•Campaign ROI calculator
•Newsletter management
•Personalize bulk mails
•Multiple account
management
•Customer support
automation
•Ticketing system
•Case/bug management
•Customer profiling
•Knowledge base
•Cross/up selling
opportunity management
and many more…….
3
11. Benefits of CRM
Increased Revenue
• Improve Customer Retention
• Attract New Customers
• Up Sell – Cross Sell
Decreased Costs
• Automate Tasks
• Improve Campaign Efficiency
• Improve Forecast Accuracy and Timeliness
Intangibles
• Increase Customer Satisfaction
• Improve Product and Pricing Models
• Increase Knowledge Retention and implementation
• Differentiate yourself in the Marketplace
• Increase your Understanding of your Customers
12. Critical success factors
Culture Shift (Product Centric Customer Centric)
Business Process Change (More Important than Technology Change)
CEO Involvement (Executive Commitment)
Performance Metrics (Determine Metrics / Establish Baseline)
Software and Legacy System Integration (Avoid Data Pockets)
Data Integrity (Common Across the Enterprise)
Risk Management (Mitigate Regulatory Risk)
Security Management (Control the Data you Collect)
13. About SugarCRM
SugarCRM is the world's leading provider of commercial open source
customer relationship management (CRM) software for companies of all
sizes. SugarCRM is an open source CRM Solution that is fast, flexible,
feature-rich and on top of everything, an affordable product.
It comes in Different flavors:
SugarCRM Community edition (no license, Just initial configuration and
desired customization is required
SugarCRM Professional (license based)
SugarCRM enterprise (license based)
Commercially used by more than 50,000 companies across the world
14. Campaign Lead Contact Account OpportunityCampaignActivity Calendar
Dashboards CasesEmails
Role
management
These are the existing features of Community edition SugarCRM
ForecastForecast ReportsReports InvoicesInvoices Sales orderSales order ProductProduct QuoteQuote
These are the available features with commercial version and could be easily added with
community version of SugarCRM
Workflows
Ad-hoc
report
Hierarchy
management
Escalation
management
Auto
assignment
Asterisk
integration
Integration
with other
applications
SMS
integration
Integration
with BI tool
Other custom
development
Territory
management
These are the specific features which can be added or developed whenever asked for
SugarCRM feature matrix
Team
management
Team
management
15. What Penguinians do?
Educating companies about Customer Relationship Management
best practices
Business process blueprinting and suggesting the best suitable
CRM application
Providing end to end SugarCRM implementation services
Web based custom CRM development
SugarCRM integration with various other legacy applications like
Websites, ERP, etc.
Users and Admin training services for SugarCRM
16. Our offerings
CRMCRM
Related offerings
and CRM
integrations
Related offerings
and CRM
integrations
SugarCRM customization
Hosted SugarCRM
Hosted email
Marketing software
Lead management software
Sales force automation
Customer support software
Ticketing system
Custom made CRM applications
CRM for call centers
SugarCRM integration <> Asterisk
SugarCRM integration <> portals
SugarCRM integration <> ERP
applications
SugarCRM integration through web
services
CMS (Joomla, Drupal, wordpress) and
integrations
CRM product development and
integration with POS
Open source Business intelligence
tools customization and integrations
17. Your CRM
consulting partner
PenguinCRM Pvt. Ltd.
Hyderabad, India,
Ph. no. +91 40 6524 1102
+91 40 6602 8556
www.penguincrm.com
Email: sales@penguincrm.com
info@penguincrm.com
http://twitter.com/penguincrm
http://www.facebook.com/pages/PenguinCRM/313580679871
Find us for more