The document discusses the importance of communication, collaboration, and competition for businesses using CRM solutions. It advocates taking a strategic and holistic approach to CRM implementation that involves defining needs, committing to measures, building coherence, thinking company-wide, linking processes for value, and leveraging knowledge. The document also emphasizes focusing on strategic goals and having information accessible anywhere as important aspects of competing effectively with CRM.

1. sagecrm.com
Back to Basics
CRM
Sage CRM

2. sagecrm.com
Back to Basics CRM
Communicate. Collaborate.
Compete.
A CRM web
programme offers
business a rapid route
to success and value

3. sagecrm.com
CRM is…
“A business strategy whose outcomes
optimise profitability, revenue and customer
satisfaction… CRM web technologies should
enable greater customer insight, increased
customer access, more effective customer
interactions, and integration throughout all
customer channels and back-office
enterprise functions”.
- Gartner

4. sagecrm.com
CRM is…
a Business Strategy, not a Technology

5. sagecrm.com
Communicate. Collaborate. Compete
Back to basics with web based CRM
solutions
Communicate
Planning Pays
Dividends
•Define your needs
•Commit to measures
•Build coherence
Compete
Build upon your
strategy
•Information
everywhere
•Focus on strategic
goals
Collaborate
Think company-wide
•Not just for one area
•Link processes for
value
•Leverage knowledge

6. sagecrm.com
Communicate. Collaborate. Compete
Back to basics with web based CRM
solutions
Communicate
Planning Pays
Dividends
•Define your needs
•Commit to measures
•Build coherence
Define your needs …
•Stakeholder analysis
•Benefits prioritisation
Commit to measures …
•Justify the investment costs -
IRACIS
Build coherence
•Clear descriptions of strategic
objectives

7. sagecrm.com
Communicate. Collaborate. Compete
Back to basics with web based CRM
solutions
Communicate
Planning Pays
Dividends
•Define your needs
•Commit to measures
•Build coherence
Safecall talks about the importance
of communication with customers
around the world …

8. sagecrm.com
Communicate. Collaborate. Compete
Back to basics with web based CRM
solutions
Collaborate
Think company-
wide
•Not just for one
area
•Link processes for
value
•Leverage
knowledge
Not just for one area …
•Company wide benefits
•Learn & grow with your plans
Link processes for value …
•Processes that make sense for
customers
Leverage knowledge …
•Share the corporate wisdom

9. sagecrm.com
Communicate. Collaborate. Compete
Back to basics with web based CRM
solutions
Collaborate
Think company-
wide
•Not just for one
area
•Link processes for
value
•Leverage
knowledge
Cellular Solutions talk about the
importance of collaboration across
his company when it comes to
customer care …

10. sagecrm.com
Communicate. Collaborate. Compete
Back to basics with web based CRM
solutions
Compete
Build upon your
strategy
•Information on tap
•Focus on strategic
goals
Information on tap …
•Information anywhere, anytime
Focus on strategic goals …
•Embed & evolve the implementation

11. sagecrm.com
Communicate. Collaborate. Compete
Back to basics with web based CRM
solutions
Compete
Build upon your
strategy
•Information on tap
•Focus on strategic
goals
Information on tap …
•Information anywhere, anytime
Focus on strategic goals …
•Embed & evolve the implementation

12. sagecrm.com
Back to Basics CRM
Communicate. Collaborate.
Compete.
Communication, collaboration
& competing effectively …
Requires a focus on a planned
deployment and stakeholder
investment.

13. See for yourself the
difference that
Sage CRM could make
to your business
www.sagecrm.com
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