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This document summarizes the benefits of implementing a Customer Relationship Management (CRM) system and introduces Peter Fletcher and his company BusApps as experts that can help set up a CRM. Some key benefits mentioned are increasing sales productivity, improving customer service, gaining better visibility and reducing costs. BusApps takes a proven approach to implementing SugarCRM in order to provide value within weeks by addressing business issues and goals.
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- 1. CRM Made Simple Peter Fletcher Ph: +64 21 903 866 Email: pfletcher@busapps.co.nz
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- 3. Increase Sales Productivity “In just 12 months, we shortened our sales cycles by 20 percent & increased our new business by 15 percent” Massimiliano Pianigiani, Sales Director, Mia Energia (Italy) “We’ve experienced productivity gains of 30-50 percent” Erica Vorsay, General Manager, Trans-Tasman Business Circle (Australia) “Our sales team has increased productivity by 30 percent while our customer service team has improved its response time by 50 percent.” Mahzan Miskam, Head of Information Communication Technology, UEM Land Group (Malaysia)
- 4. Improve Customer Service “The integration of SugarCRM throughout the business has reduced order processing from a half a day to less than one hour.” Naomi Simson, CEO, Red Balloon (Australia) “Our switch to SugarCRM means that we are now even better equipped to deliver excellence in customer service” Alex Pettefer, UK Group Marketing Director, Loomis (UK)
- 5. Better Visibility andCost Savings “We have tripled the number of web leads, and increased the visibility into our business” Jennifer Maitland, Marketing Operations Manager, Caplin Systems (UK) “In just over a year we have reduced employer’s health care costs by 20 percent and reduced membership information processing time by 60 percent.” Marty Heaner, CTO, Tenzing Health (USA) “SugarCRM’s customization and integration capabilities have saved us tens of thousands in operational costs thanks to its ability to tie sales and back-office operations together.” Martin Ross, VP of Technology, Healthscreen (Canada)
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- 8. CRM CRM is aboutGrowing and Retaining Customers
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- 13. Keep Your CustomersHappy
- 14. You Need to….. • Better organise sales process • Integrate campaigns • Improve customer support • Automate customer interactions • Gain & retain more customers
- 15. Because You Want • Focus on selling, not systems • Visibility and predictability • Decreased Costs • Increased Profits • Better Customer service
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- 17. eWeek Review 2011 • SugarCRM gets It right • What modern CRM should be • Uncluttered User Interface • Widest range of features • Probably the best • SugarCRM is easily the winner http://www.eweek.com/c/a/Cloud-Computing/SugarCRM-Gets-It-Right-825857/
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- 19. We make CRMwork for You • Part of OSS Group • SugarCRM Silver Partner • Business services focus • Largest in New Zealand • Established 17 years • Cloud or On-Site • Over 40 staff • Full Facilities Management
- 20. Only Pay forWhat You need… Advanced CRM for Advanced CRM for small and medium- businesses with offline sized businesses mobile requirements CRM for the most Ultimate CRM solution for demanding business the global, mobile, social business
- 21. SugarCRM is Mobile • CRM Made Global • CRM Made Mobile • CRM Made Social • Sugar as a Platform
- 22. Marketing Automation • Campaign management • Web to lead capture • Email marketing • ROI measurement • Social media
- 23. Sales Automation • Customise sales stages • Team selling • Forecasting • Products, quotes, contracts • Sales process automation
- 24. Customer Service Automation • Support cases • Bug tracking • Email management • Knowledge base • Customer self-service portal
- 25. You Are InControl • Global, Mobile, Social • Open Cloud • Your Data is Yours • No vendor lock-in • Reporting and Integration
- 26. Our Proven Approachto CRM • Address your business issues • Understand your goals • Fit with your processes • Rapid implementation • Rapid ROI • Invested in your success
- 27. Our Proven Approachto CRM Overall CRM CRM CRM+ CRM++ Requirements • Accounts = Clients/Prospects • Workflow Automation • Contacts & Leads • Integration with other systems • Advanced Reporting • Opportunities • Sales Stages • Basic Reporting
- 28. CRM value inweeks not years.. Overall CRM CRM CRM+ CRM++ Requirements • Accounts = Clients/Prospects • Workflow Automation • Contacts & Leads • Integration with other systems • Advanced Reporting • Opportunities • Sales Stages • Basic Reporting
- 29. If you wantCRM that works… Peter Fletcher Ph: +64 21 903 866 Email: pfletcher@busapps.co.nz Web: www.busapps.co.nz
Editor's Notes
- #3 And <CLICK> first, I want to get all ofYOU on the same page on what CRM is,The <CLICK> we discuss why YOU need a CRM solution and <CLICK> I will end my presentation showing you why SugarCRM is the best solution for YOU.
- #4 Welcome, Are look looking to Increase your sales productivity<CLICK> Just like Mia Energia who in just 12 months was able to shorten their sales cycles and increase new business or <CLICK> Just like Trans-Tasman Business Circle who experienced productivity gains of close to 50%Or <CLICK> Just like The UEM Land Group who increased sales productivity and improved customer service response time by upto 50%
- #5 With regards to improving customer service<CLICK> Red Balloon reduced order processing times to less than 1 hourAnd <CLICK> Loomis is delivering excellence in customer service
- #6 Maybe you are looking in getting better visibility into your overall company performance<CLICK> just like Caplin Systems who tripled their number of web leads and increased overall visibility into their company performanceOr maybe you need to reduce some of your operating costs<CLICK> like Tenzing Health who save on the bottom line by reducing costs and information processing timeOr <CLICK> Healthscreen who has saved thousands by integrating sales and back office operations.My name is <YOUR NAME, title and company> and in the next 15-20 minutes, You will learn how these 9 companies were able to increase sales, improve customer service, gain better visibility into their business and reduce costs by implementing a CRM solution from SugarCRM
- #7 And <CLICK> first, I want to get all ofYOU on the same page on what CRM is,The <CLICK> we discuss why YOU need a CRM solution and <CLICK> I will end my presentation showing you why SugarCRM is the best solution for YOU.
- #8 CRM stands for <CLICK> Customer<CLICK> Relationship <CLICK> Management
- #9 CRM help YOU grown and retain YOUR customersSo, what are the different ways YOU grown and retain YOUR customers?
- #10 Demand generation is the first in gettting customersAnd there are the traditional demand generation methods <CLICK> advertisement, direct mail and cold calling.More recently YOU probably have invested are are looking to invest in <CLICK> online search and Search Engine Optimization.The next steps is using <CLICK> social media for your demand generation And we cannot forget the proven <CLICK> methods of word of mouth demand generation.
- #11 Next is comes the process of taking a lead and coverting that lead into a paying customer. This is commonly known as sales and the more fancy name would be the lead the cash process.When you look at the basics of this process, it is them same regardless of industry, business model or <CLICK> geography
- #12 (note: stay on this slide for 2-3 seconds)<CLICK>
- #13 Once you have converted to lead to a paying customer, the customer life cycle starts. How well will you get to know your customer so that you can get repeat business from your customer and <CLICK> grow the revenue you will derive from this customer.
- #14 And finally, you also need to be able to support your customer with any issues and questions they may have.
- #15 Because YOU, the business manager, have specific goals for your company you want to achieve. And in order to reach these goals, you may need to have to <CLICK> better organize your sales process so that you can automate some of the steps, make your sales successes repeatable and reduce your current sales cycles.<CLICK> you also will want integrate your marketing campaigns and track the their ROI so that you can allocate your marketing expense where it is most successful<CLICK> you want to improve your customer support so that you can increase your repeat business from your existing customer. It’s much cheaper to keep and upsell a customer than to find new customers.<CLICK> You want to automate some of your customer interactions so that you can free up valuable time <CLICK> because as we said earlier, for you to reach your business goals, you need to gain and retain more customers
- #16 And you can reach your business goals when<CLICK> your sales people can focus on selling, not on data entry<CLICK> when you can automate your sales process so that you can reduce the time lost due to administrative “stuff”<CLICK> As I said earlier, A CRM solution gives all your customer facing organizations (marketing, sales and support) access to the same customer information and allows them to work together as a team to follow the process you have put in place to meet the business goals for your company. So once you have defined these processes and trained your people on following these processes, you want a CRM solution that is flexible enough to fit around your processes, not have to change your processes to fit around an inflexible technology.<CLICK> In addition to giving all your customer facing organizations access to the same customer information, a CRM solution will give YOU the visibility into the performance of your company so that you have the financial predictability you need to work towards your business goals.<CLICK> and finally, you want a CRM solution that is cost competitive, one that grows with you, one that does not require you to buy additional functionality just because you are getting more value out of your solution.
- #17 And <CLICK> first, I want to get all ofYOU on the same page on what CRM is,The <CLICK> we discuss why YOU need a CRM solution and <CLICK> I will end my presentation showing you why SugarCRM is the best solution for YOU.
- #19 So what differentiates SugarCRM from all all CRM solutions. SugarCRM is CRM MADE SIMPLE
- #23 SugarCRM offers all the solution components expected in Marketing Automation The key components here are<CLICK>create, track and manage all your marketing campaigns<CLICK>Capture prospect information directly your website into your CRM system and route these leads to the right salespeople<CLICK>Run extensive email marketing campaigns to prospects and customers and keep track of which campaigns were sent to which contacts<CLICK>measure the effectiveness of campaigns<CLICK>integrate with social media like Google, twitter and LinkedIn
- #24 SugarCRM offers all the solution components expected in Sales Automation The key components here are<CLICK> the ability to customize your sales stages<CLICK>Allowing everybody in your company to see the same customer information and where needed restrict view to certain information (revenue) to only those teams who need to access to that information <CLICK>the ability to forecast sales activities. Forecasting also eliminates the needs to manually create weekly status updates.<CLICK>keep a detailed product catalogue so that your sales people can easily generate sales quotes for the products available for them to sell and keep track of which contract version was sent to which customer<CLICK>Automate your sales process so that your sales people can focus on what’s important, sell more and sell faster
- #25 And SugarCRM offers all the solution components expected in Customer Service Automation The key components here are<CLICK> keep track of the support cases your customers have opened<CLICK>allow your support staff to file bugs that can be review by your engineering team and allow your engineering team to update the bugs and cases in the CRM system so that there is a permanent record of the customer issue<CLICK> keep track of all email communications with your customers, both case specific as general customer communications<CLICK> update and maintain a knowledge base that customers can access directly from a portal<CLICK>Allow customer to self service themselves from a portal to open and close any support cases they may.
- #26 And with SugarCRM, you are always in control<CLICK> SugarCRM comes out of the box in 14 different languages and the Sugar community has provided language packs for many other languages. With Sugar Mobile you can access your Sugar instance from any mobile browser. In additional Sugar Mobile for iPhone is a native application for iPhone users. Sugar Mobile for Android and Blackberry is on the roadmap. Finally SugarCRM is integrated with Microsoft office, Google Apps, Twitter, LinkedIn, Hoovers, Jigsaw and can be easily configured to be integrated with your favorite social media application.<CLICK>SugarCRM customers have the freedom of choice in deciding the deployment model of their Sugar implementation. For Sugar Professional as well as Sugar Enterprise, SugarCRM offers 4 cloud-computing models:• The standard software-as-a-service (SaaS) cloud model (Sugar On-Demand)• Behind the firewall, inside the corporate cloud (Sugar On-Site)• The public cloud using the Amazon EC2, Microsoft Azure or IBM clouds• The Sugar partner private cloud model, using a partner’s SaaS offeringSugarCRM is also open-source which means that you are not dependent on SugarCRM. You have code level access to make any changes or customizations you need for your business. Putting you in ultimate control of your own destiny.<CLICK>With SugarCRM you get a weekly backup of your data in relational database format. This means that you have full access to your customer data anytime, all the time. <CLICK> Because your backup is in relational database format you can import it to any other system, ensuring your are not locked in to SugarCRM should you want to leave our service.<CLICK>Finally SugarCRM offers both simple pre-built reports and the ability at the end user level to create any complex report so that both you as the business owner and your end user have full control over their customers. And with our open APIs you can easily integrate Sugar with any of your existing applications.
- #27 So what is the value that you will get from SugarCRM?<CLICK> With a SugarCRM solution you will be able to solve the business issues that prevent you from reaching your goals<CLICK> As I said earlier, A CRM solution gives all your customer facing organizations (marketing, sales and support) access to the same customer information and allows them to work together as a team to follow the process you have put in place to meet the business goals for your company. We don’t want to implement a SugarCRM solution without fully understanding your business goals<CLICK> And because you have defined processes to meet your goals you want a CRM solution that is flexible enough to fit around your processes, not have to change your processes to fit around an inflexible technology.<CLICK>To help you drive the most value of Sugar, you can depend on a global network of over 220 partners <CLICK> who, with us, are invested in your success.
- #30 Just state the points in this summary.Thank You