This document discusses implementing a customer relationship management (CRM) system. It begins by establishing the importance of customer retention rates and loyalty. Several key business concerns related to lack of customer information and service are then outlined. The document then discusses defining objectives and selecting a CRM system that best fits needs and budget. It emphasizes the importance of building a dedicated team and detailed project plan to ensure successful CRM implementation.

1. Tạ Ngọc Thuần, MCT

2. Who I am?
• Who I am?
• My presentation style as story telling
• Not sales presentation
• No table of content in advanced

8. It is 6-7 times more expensive
to gain a new customer than
retain an existing customer.
Harvard Business Review
A five percent improvement
in customer retention rates
can yield a 25 percent to
100 percent increase in
profits.
The Loyalty Effect
Corporations lose
approximately half of their
customers within five years.
The Loyalty Effect

9. • Lost opportunities due to lack of timely, accurate
information
• Lost repeat sales due to customer alienation and
mediocre customer service levels
• Lost productivity due to inefficient systems
• Errors in transactions due to data multi-entry
• Limited visibility into customer-centric business
processes
Key Business Concerns

10. Pyramid of Customer Loyalty
Partner
Advocate
Supporter
Client
Customer
Prospect
Target Prospect
Customer
Keeping
Customer
Catching
Customer Development

11. A good customer...
• Ensures you a flow of revenue and profits.
• Recommends you to friends, relatives, and colleagues
• Makes you the “favored supplier” in family/company
• Tries out your new products.
• Keeps you in business!

13. It’s easy, CRM is Customer Relationship
Management

14. So, what are customer relationships?

17. marketing

18. Sales

19. Support

20. Can be this?

21. So, what do I need to do?

23. Customers focused!!!
Customers

24. And clear processes
Finance
Operations
Sales & Marketing

25. And accept changes

26. So, I need tools

27. to create advantages

28. It’s CRM software (or CRM in common

29. But, how can I find the one I need?

30. Define your vision

31. Then business objectives and targets
O.G.S.M
and
S.M.A.R.T
method

32. Budget and financial planning

33. And time frame

34. Choose the best fit
keep in mind

35. not the best

36. Now, orange or apple?

37. Or mixed

38. Score sheet with selection criteria

39. Features first

40. Security

41. Scalable and flexibility

42. Easy to use?

43. Cost and payment timeline

44. Vendor capability?

45. Time frame

46. remember
Check objectives
Financial analysis: Payback, ROI,
TCO, NPV…
And don’t let supplier lead you

47. One
more!
This for
business
and
manage
ment
people,
not for
IT

48. Ok! Apple. So, what next?

49. Build a dedicated team

50. With a good LEADER/PM

51. And a detail project plan

52. And right project management

53. With management support

54. It’s you, not software fail

55. Sure, we can enjoy CRM

56. And get sucess

57. How about you?