The document provides information on different customer relationship management (CRM) systems including definitions of client-server, web-based, and cloud-based systems. It discusses the differences between these approaches and outlines considerations for choosing a CRM like costs, environment, IT support, and systems access. The document also profiles three specific CRM systems - GoldMine, Microsoft Dynamics, and Highrise - and provides information on their pricing and benefits. It concludes with a scenario exercise assessing different businesses and recommending the best CRM solution for each.

1. Which CRM?

2. Heads up
• Definitions
• Web Based or Client Server?
• Assessing Current IT Systems
Live Demos:
• GoldMine - Video
• MS Dynamics
• 37 Signals Highrise

3. Which CRM systems are
you familiar with?

4. Client-Server
a server is a physical computer dedicated to run
one or more services to serve the needs of the
users of other computers on a network
Aka - thick client or in-house

5. Web Based
accessed by users over the internet
Aka - thin client or hosted

6. Cloud - SaaS
Software as a service supplied by "Application-
Service-Providers" is a software delivery model in
which software and associated data are centrally
hosted on the cloud (internet) and accessed via a
browser.
Aka – Software on-demand

7. What is the Cloud?
•Software as a Service (SaaS)
Provider’s applications running in their data centres and
accessed via the Internet
•Infrastructure as a Service (IaaS)
Rent processing, storage and other fundamental
computing resources
•Platform as a Service (PaaS)
Using a provider’s environment to develop and deploy
your own applications

8. What is the Cloud?
http://www.windowsazure.com/en-us/pricing/calculator/?scenario=cloud

9. Cloud Vs Client Sever

10. Systems Costs
Web-based/Cloud Client-Server
Pro’s • Pay for what you use • You are in control of
• Scalable upgrades
• No huge up-front costs • You have more control
if you don’t like some
system changes
• On-going subscription • High up- front costs for
Con’s costs add up software.
• Tied in with that
decision and
costly/difficult to change

11. Environment
Web-based/Cloud Client Server
Pro’s • Hardware, operating • IT team manage what’s
system & database are happening with
included. hardware, networks etc.
• No internal costs for you • Make IT decisions that
to maintain or upgrade are best for your
the network. company.
Con’s • Typically shared with • Network updates and
other customers maintenance are your
causing load time errors responsibility.
• Takes time, mistakes
can happen, outsource
all additional costs.

12. IT Support
Web-based Client Server
Pro’s • Global upgrades and • System upgrades happen
changes hardly when you choose not when
noticed by staff. the ASP (Applications
• Reliable - System and Service Provider) chooses.
team up and running
all the time.
Con’s • They choose as and • Upgrades are an additional
when they like to cost and therefore don’t
upgrade and when the always happen and before
server might be down. you know it your system is
out of date.
• Mistakes happen and can
be costly.

13. User Seats
Web-based/Cloud Client Server
Pro’s • These are typically • Applications tend to run
sessions on a server, not faster when they are local
actually software on the to the users computer.
users computer, allowing
access to the system for a
larger user base – e.g
customers & vendors.
Con’s • Remote software usually • You usually have to pay
requires access to the per users regardless how
internet – so if you have much or little they use the
internet access issues system.
you’re staff will be offline. • Seats are usually sold in
bundles so can be pricey.

14. Systems Access
Web-based/Cloud Client Server
Pro’s • Software can be accessed • Software accessible
anywhere with internet access. through the local
• The user does not have to be network, so it’s quick to
at their own computer. respond and you don’t
• Most companies have need to rely on internet
reasonable internet access so access.
no additional costs incurred.
Con’s • Must have internet access. • Must be using the LAN
unless they have
remote access login.
• These are a further
expense & can be
slow.

15. Summary
Cloud Client Server
System Costs - Pay as you go - High up front license,
- Great Short term configuration, installation
- Scalable costs
Environment - Cuts out the need - More control
for IT support - Network updates and
downtime can be costly
IT Support - 99.9% uptime - System needs
guaranteed maintenance & upgrades.
Users Seats - Easily scalable - Faster performance
depending on network
Systems Access - Easy for remote - Not dependent on
working internet access & speed.

16. Assessing Current IT Systems
• Correct OS? Android, iOS, Linux, Mac, Windows
• Which version? W7, W2003, W2000, Vista, Windows XP,
Windows NT, Windows Server 2008
• Is the server the right specification?
• Enough RAM on the server?
• What do people use remotely? iPhone,iPad, laptop,
Blackberry
• Which browser?
• Integrated systems? Email, Finance, Ops, Ordering

17. What’s essential to
your projects
success?

18. Performance &
Reliability

19. Time/Cost

20. Flexibility & Control

21. Scalable

22. Recommendations
• Choose 3 top business critical goals for your CRM
project to succeed.
• Involve all user groups, ask what they want from the
system
• There are lots of cool features that can take you off
course, so remind yourself of your goals.
• Phase 1 - Business critical
• Phase 2 – Non Business Critical

23. Current
CRM market

24. Top CRM Trend for 2013
• Social CRM will move into the mainstream.
• Mobile applications will empower consumers
& employees.
• Organisations will adopt flexible CRM
management practices to capitalise on
SaaS.
Forrester Blog
http://blogs.forrester.com/william_band/13-01-02-the_top_crm_trends_for_2013

25. What are the CRM basics?:
• Quick & easy to create new records
• Import new contacts
• Customise fields & menus
• Search facility
• Activity Management
• Shared Calendar
• Contact history
• Email integration
• Word & Email Templates
• Lead Management/Tracking
• Sales Management
• Marketing Management
• Customer Service Management
• Project Management
• Reporting

26. Where do they differ?
• Interface and Usability
• Easy to customise
• How much customisation?
• Easy to import contacts
• Easy to extract data
• Shared Calendar –Outlook/iCal
• Email integration
• Word & Email Templates
• Leads: separate entity | Clean database | delegate
• Sales: Pipeline | quoting | products | invoicing
• Marketing: HTML emails | Campaign management
• Customer Service: escalation | rules
• Role/Territory based access
• How flexible/easy is reporting
• Social CRM

27. GoldMine Premium Edition
http://support.frontrange.com/gm_leadform/videos/gmwn/goldmine-9-2.html

28. Goldmine CRM Benefits:
• Great Social Media Integration
• Available for iPhone and iPad
• Dynamic Dashboards
• Outlook Integration
• Great Client Sever software
• Your data on your premises
• Feature rich
• Easily customised
• Mid price range
• Established for over 20 years

29. Goldmine Pricing
License Annual Total
Maintenance
1 User 395 79 £474
5 Users 1975 395 £2370
10 x Users 3950 790 £4740
50 x Users 19,750 3950 £23,700
100 x Users 39,500 7900 £47,400

30. Microsoft Dynamics
https://login.live.com
https://thesoftwarepractice.crm4.dynamics.com

31. MS CRM Benefits
• Full Outlook integration
• Good deals for education & government agencies
• Extensive customisation
• Extensive workflow
• Leads, opportunities, organisations, contacts
• Quote, order, invoicing
• Flexible, easy reporting and views
• Google shared docs
• Great for measuring KPI’s
• Marketing functionality

32. Disadvantages of MS CRM
• Too many fields
• Too much functionality
• Labour intensive
• Consultant required for customisation
• Windows server 2003 and IE required

33. MS CRM Client Server Pricing
Business: License Server Total
License
1 x user 700 1500 £2200
5 x users 3500 1500 £5000
10 x users 7000 1500 £8500
50 x users 35,000 1500 £36500
Education: License Server Total
License
1 x user 50 1500 £1550
5 x users 250 1500 £1750
10 x users 500 1500 £2000
50 x users 2500 1500 £4000

34. MS CRM SaaS Pricing
License/month Per Year 5 years
1 x user 30 360 £1800
5 x users 150 750 £3750
10 x users 300 3000 £15000
50 x users 1500 75000 £375,000

35. Higrise CRM
https://coldicottfreelancetraining.highrisehq.com/

36. Highrise CRM Benefits…
• Very easy to use, good adoption rate
• Only vital information recorded
• Choose only appropriate functions
http://highrisehq.com/extras
• Email reminders for tasks
Cloud Benefits:
• No installation
• Cost per user/month stop at anytime
• Scalable up or down
• No IT server spec or requirements
• No upgrades

37. Highrise Pricing
Basic Package 5,000 contacts, 5 GB storage, 10 deals
Up to 6 users for 12 months = £191
Up to 6 users for 5 years = £955
Plus Package 20,000 contacts - 15 GB, unlimited deals
Up to 15 users for 12 months = £372
Up to 15 users for 5 years = £1860
Premium Package 30,000, 30 GB, unlimited deals
Up to 40 users for 12 months = £768
Up to 40 users for 5 years = £3840

38. In summary…
There is a wide range of CRM systems
available to suit a range of
business models and their needs.
The trick is finding the right one
to meet your companies needs.
There isn’t always a perfect system that does
everything you want, there’s usually some
compromise – but the systems are getting
increasingly flexible and intuitive.

39. In summary…
• Keep mindful of your
business CRM goals
• Don’t get side-tracked
by features you may not need.
• Cloud is great but only if it gives you
the control and flexibility you need.

40. CRM in practise

41. Heads up
• Spa Seekers
• Kidderminster College
• Metrology Direct
• Rather Inventive

42. Practical Scoping Exercise
• What are their CRM aims?
• Assess current system?
• Web Based or Client Server?
• Which solution is best fit?
• Which is the cheapest?

43. Scenario 1

44. Spaseekers

45. Spaseekers - Scenario
• Call Centre
• Large number of enquiries
• 15 sales administrators
• Manual booking system
• Manual lead delegation
• Leads missed, not followed up
• Too much paper
• Too much duplication
• No accountability
• No reliable referral tracking
• Most popular Spa’s?
• Overpaid incentives
• Wasting time

46. Spaseekers - Systems
• Windows Server
• Local Network
• Old PC’s
• Some onsite support
• Dedicated Server available
• All administrators office based

47. Scenario 2

48. Kidderminster College

49. Kidderminster College - Scenario
• Government audits and reporting
• EU Funding initiatives
• Reporting system inadequate
• Reporting taking too long
• Record not capturing the right data
• Staff not sure what information they need to
capture
• Heavy Customisation required
• Course enquiries missed
• Duplication of follow ups
• Sensitive data

50. Kidderminster College - Systems
• Windows Education license
• All use Outlook
• Onsite IT support
• Adequate Server space
• 15 x users
• All administrators office based

51. Scenario 3

52. Metrology Direct

53. Metrology Direct- Scenario
• Investment in new sales staff – 4 new staff
• Remote Field Sales Staff
• Track their sales
• Track their appointments/whereabouts
• Monitor their pipeline
• Help them close more sales
• Lead source?
• Schedule contract renewal
• Monitor callibration visits
• Communication between field sales, sales
admin and tech staff

54. Metrology Direct - Systems
• Windows
• All use Outlook
• Outsource IT support
• Adequate Server space
• Blackberrys
• Laptops
20 x users:
• 2 x sales admin office based
• 2 x technical x office based
• 16 x field sales

55. Scenario 4

56. Rather Inventive

57. Rather Inventive- Scenario
• All staff work remotely
• Need to collaborate on projects
• Need to track customer involvement on projects
• Need to support team communication
• Basic CRM
• Customer history
• Shared Calendars
• Simple to use
• Nice interface
• Follow up enquiries
• Delegate tasks

58. Rather Inventive - Systems
• No dedicated server
• Mostly Mac, iPhone and iPad
• Customers often PC/Windows based
• 3 full time staff
• 2 PT staff
• 3-4 Business partners
• Plus Customers

59. Which CRM they use:
• Spa Seekers - GoldMine
• Kidderminster College – MS CRM
• Metrology Direct - GoldMine
• Rather Inventive - Highrise

60. Any questions?

61. Slides
A copy of the presentation
will be available on
my LinkedIn profile
Helen Coldicott

62. For Technical Enquiries:
•30 Day MS Dynamics Licenses - 3343290
•Bespoke CRM solutions
•Systems Development
•App Development
•Mobile Solutions
•Anything Cloud related.
Contact David Maiden - 01527 916 335
http://thesoftwarepractice.net/

63. Impartial CRM Advice
& CRM Training
Call 0770 410 5954
Follow @helencoldicott
www.coldicottfreelancetraining.com