This document discusses customer relationship management (CRM) software and its benefits. CRM software provides a centralized database to store customer information, helps with customer analysis, service, and prospect tracking. It allows for improved internal communication and reporting. Choosing the right CRM solution depends on factors like integration needs, company size, and customization requirements. Implementing CRM can increase revenue, reduce costs, improve retention, and provide a 360-degree view of customers. Success requires aligning CRM with business strategy and goals.

1. The Value of CRM Software: How did I live
without this stuff?
Rob Greeno BSc (BusAdmin)

2. Agenda
• What is Customer Relation Management (CRM)?
• CRM Facts
• Why is CRM so important?
• Alternative CRM systems and the right fit for your organization
– Four main determining factors
– Simple to Complex
– Integration Capabilities
• Demonstration
– Live
– Overview
• Keys to Success
• Is CRM right for you?
• Questions?

3. What is Customer Relation
Management (CRM)?
Strategic – At a strategic level CRM is seen as a core business
strategy (Customer centric)
Operational – At an operational level CRM is concerned with
automating parts of the organization
Analytical – At an analytical level CRM is focused upon
exploitation of customer data to drive more highly focused
sales and marketing

4. CRM Facts
• The Facts
– As many as 85% of companies that buy CRM software to
automate sales efforts do not pick the right tools because they
fail to define business objectives or develop processes for
meeting objectives. Gartner analyst Robert DeSisto
– Typical business loses 10 to 30% of its customers per year (Net
promoter – customer satisfaction) Frederick Reichheld, The Loyalty
Effect
– Increasing customer retention just 5% can increase profits by 25
to 95% Bain & Company
– Patronage by loyal customers yields 65% of typical business
volume American Management Association

5. Additional Facts
More CRM Benefits. Benchmark studies reveal that CRM
applications account for:
• Revenue increases of up to 41% per sales person
• Decreased sales cycles of over 24%
• Lead conversion rate improvements of over 300%!
• Customer Retention improvements of 27%
• Decreased sales and marketing costs of 23%
• Improved profit margins of over 2%

6. Why is CRM so important?
• Data Entry (Centralized Database)
• Customer Analysis
• Customer Service
• Prospect Tracking
• Internal Communication & Tracking
• Reporting
• Full integration (CRM, Outlook, Accounting)

7. Alternative CRM Solutions
Sage Accpac CRM, Entellium, Oncontact, Aplicor, Soffront, ADAPT Software,
Avidian, Epicor, Goldmine, Kana, NetSuite, Microsoft CRM, Consonant CRM, Oracle,
Parature, Pivotal, RightNow, Salesboom, Salesforce.com, SAP, SalesLogix, Saratoga
Systems, Siebel, SugarCRM, Surado, ACT!, amdocs, Appshore, Aprimo, Ardexus,
Astea, Aurum, Chordiant, Commence CRM, CSG Systems, Dendrite, eGain,
Enterprise Wizard, Everest, Infor, JD Edwards, LeGrand, Maximizer, NetOffice,
Peoplesoft, SalesJunction.com, Salesnet, Visitar, Infusion Software, Dataforce CRM,
BrainSell, Zoho, LeadMaster, VanillaSoft, Model Metrics, PipelineDeals, Tour de
Force, Balgord Software Solutions, Landslide, C2CRM, CRMG, PhaseWare, CNP,
24SevenOffice, Exact Software, Revelation, Majestic, TechExcel, Commence,
ePartners, RunE2E, Stay-In-Front, Workbooks

8. Demonstration

9. Overview
What can
CRM do for
you?

10. Overview: How will you and your business
benefit?
• Reduce cost and increase customer satisfaction
• Efficient internal communication process and procedures
• Create more selling time for your sales representatives
• Accurate sales forecasts and no surprises
• Higher lead conversion and more pipeline
• Stronger pipeline for sales
• Increase your marketing ROI
• Integrated social media marketing
• And much more!

14. CRM provides a full, 360 degree view of customer data
• CRM provides real 360
degree visibility on
customers across sales,
marketing, customer
service and accounts.
• For each individual
customer, users have
instant access to areas
such as:
• Opportunities
• Communications
• Cases
• Invoices

15. CRM provides for offline access and mobile access scenarios

16. CRM Self Service Portal’s allow customers to access CRM functionality
over the web
• CRM enables customers
to securely access CRM
functionality over-the-web
through the product’s
self-service functionality
• Customers can log new
support issues and can
also review the status of
their open cases
• Where appropriate,
customers can also
access account details

17. Sage ERP & Connecting Your
Sage Suites Business
Connecting Your Sales,
On Demand
Marketing & Customer
Services
Service Teams
3rd Party Connecting With Your Customers
Applications & Partners
17

18. Keys to Success
Align CRM programs with the business or organization
strategy!!
• Senior management buy in and commitment
• Company needs to plan, set goals and provide
appropriate feedback
• Companies must understand the impact of
organizational culture

19. Is CRM right for you?
• Quantify the costs of each pain point
– What is the cost if the problem is NOT solved?
– What are the cost implications with not having process controls
in place?
– What are the benefits of having access to the correct
information?
– What is your return on your marketing dollars?
• It Depends
– Must determine return on investment (ROI).

20. Questions?
We do more than measure value, we help create it.
Our expertise in management, accounting and technology can help you grow a successful
business.
– Analyze & streamline business processes
– Business improvement coaching
– Customize business system design
– Manage costs and enhance revenue
– Technology enhancements
• Software selection
• Implementation and training
• Ongoing support
rgreeno@asyma.com
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Lethbridge AB T1J 4J7 Edmonton AB T5S 2J1 Calgary AB T3K 5X5
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