2. What is CRM
Architecture of a CRM solution
Main areas of CRM solution
Each area:
- Pain Points
- CRM Solution
- Workflow
Different flavors of CRM
CRM Resources
Q&A
3. Customer Relationship Management
(CRM) is a business strategy to acquire
and manage the most valuable customer
relationships. CRM requires a customer-
centric business philosophy and culture to
support effective marketing, sales and
service processes. CRM applications can
enable effective customer relationship
management, provided that an enterprise
has the right leadership, strategy and
culture.
4. CRM is not just a technological solution. It
is a basic business strategy and a cultural
change for any organization.
CRM is not embodied in Software but in
attitude. The desire to please the customer
has to be inherent in people first.
5. Customer
Supplier
Contact
Contact
Your Business
Customer
Supplier
Contact Contact
Contact Contact
A Perfect World
6. Employee
Member
Kishore
Noida
Retail ATS Enterprises
Competitor Member
Customer EGL Golf Club
Customer Consumers
Headquarters
Member
Intex Customer and
Customer
Supplier Sansui
Employee
$ Spouse
Mehta Associates Your Business Customer
Shyam Deepa
Subsidiary Buying Group
Son Son
Supplier
Supplier Rahul
Office Planet
Staples
3Com
Aston
A Real World: Trading Community
7. Attract Inform Customize
Analyze Transact
Interact Service Deliver
8. Marketing
Sales
Sales Configuration
Sales Pipeline
Service
Support Incidents
Knowledge Base
Partner
Analytics
11. Approach 2:
Application
Meta Data Enterprise
Data
Utility app.
to change
Meta-data
12. Approach 3:
Application Meta Enterprise
Data Data
Production System
13. Approach 4:
Application Meta-Meta Meta Enterprise
Data Data Data
Customization System Production System
14. Approach 5:
Meta Enterprise
Data Data
Production System
Application Business
Logic
Meta-Meta Meta
Data Data
Customization System
15. Thick client is Thin client can be
installed locally. browser based.
Thick client normally In thin client,
includes/supports a business logic can be
visual workflow tool written as App Server
for business logic. Rules in scripts.
Thick client is more Thin client can be
suitable for accessing used on handheld
customization devices.
system.
16. More suitable when More suitable when
users are local and users are distributed
stationary. and mobile.
Networking, security, These things are taken
maintenance etc. are care of by CRM
company’s provider.
responsibility. Provides limited
Provides greater customization,
flexibility and however the scenario
customization. is changing now.
17. Initial costs are high, Just a monthly
including Hardware, subscription, can be
system-setup and expanded
training. incrementally as per
Suitable for bigger need.
companies with Suitable for small and
complex processes. mid-sized businesses.
A Third Option
18.
19. Multiple customer definitions across the
enterprise
No support for mixed business models (B2B
& B2C & B2B2C)
Inability to understand relationships
between customers and others (suppliers,
partners, competitors, employees)
Inability to track current and historical
information about the customer
Lack of effective Management Tools
21. Open “New Employee” form
and fill the details
System checks for
Duplicate records Save Record
Is duplicate?
Yes
No
System displays a
Warning message
Yes
Add employee?
No Record is saved
23. If company is a supplier / partner,
add supplier / partner details
Open “New Company” form
and fill the details
Choose Company
Type / Group
Enter
Add contacts that are Enter new Enter new Add new
new
Linked to the Opportunities Orders Alerts
Activities
company
Enter referral / lead
source
Enter product interest Save Record
type
24. Open “New Contact” form
and fill the details
Enter ‘Reports to’
Information
Enter
Enter new Add new
new
Contact’s Opportunities Alerts
Activities
No address same as Company Yes
address?
Type contact’s System
Address and automatically
phone details fills the details
Save Record
Enter preferred
communication method
27. Inability to document ROI
Inability to target the right customer at the
right time
Inability to execute across multiple
channels
Inability to manage campaigns in real time
28. Check Notify Check
Entered in Territory Sales Call
CRM database Rep. Status
Website
Internal Process Remind
Sales Rep.
Trade show
Call Prospect No Call Alert
Customer / Prospect Sales Mgr.
Day 1 Day 3 Day 30
Referral
Thank You 2nd Auto 3rd Auto
Email Email Email
Repeat Customer
31. Lack of visibility to accurate/current
pipeline
Inability to create national/global forecasts
Inability to manage opportunities across
channels
Inability to view information from across the
enterprise
32. Take Leads obtained
by Marketing
campaigns
Ship Order Generate
Invoice
Contact Leads and understand
their requirements Insufficient
inventory
Configure sales Confirm order
package and present fulfillment
Quote Check Wait for
Inventory Inventory
Customer places order
Take
Feedback
Check credit
Credit
approved
Contact
Credit not customer
approved
35. Service Organization perceived as a cost of
doing business.
Customers can’t opt for self-service
Lack of consistency and capability among
channels
Inability to leverage internal knowledge
sources
Inability to view/act on the entire customer
relationship
36. Track
Contractual
New Support
Limit
Contract
Work on Incident
Non-
(Complete Support Steps)
Register Billable billable
Hours Hours
Refer to
Entitlement Continue Knowledge
valid work on Base
Entitlement Incident
not valid Escalate Send
Incident Email
Purchase Create Resolve Incident
Support Support
Contract Contract
Close
Incident
Not willing to Cancel
purchase contract Incident
38. Company CRM Features Company Strengths Cost
Maximiser Sales, Marketing, Customer •Pre-built Industry-specific Solutions Starting at
Service & Support, Outlook •Web-base Access to Data $599 for a 5
Suited For: Small,Integration, Business •Completely integrated sales and support User Pack
Mid-size Intelligence, Wireless Access, management solution
Companies Partner Management •Low Cost On-premise CRM for small and
medium business
Salesforce.com Sales force Automation, •Sales force automation Starting at $65
Marketing Automation, •Ease of use per user per
Suited For: Small,Document Management, •Intuitive interfaces month
Mid-size, Large Contract Management, •Established status
Companies Customer Service & Support, •Flexible customization
Analytics, Mobile CRM, •Integration and extensibility
AppExchange
Microsoft Opportunity management, •Highly customizable CRM application / N/A
Sales process management, platform
Suited For: Small,Quotes, Order management, •Familiar Microsoft Outlook-like user interface
Mid-size, Large Sales force management, •Robust reporting engine for sharing between
Companies Email / Direct Marketing, users in a variety of formats, including Excel,
Case / Service management, HTML, PDF, XML and CSV.
Email Response engagement, •Attractive pricing model for small and medium
E-mail management, business
Searchable knowledge base,
Marketing campaign
management
39. Company CRM Features Company Strengths Cost
Onyx Marketing Automation, Sales •Core competency lies in automating multiple N/A
Force Automation, Service / areas like sales, marketing and service
Suited For: Support Management, •Known for ease of use and great customer
Mid-size, Large Contact Center, Partner service
Companies Relationship Management, •Initial focus was in the SMB space but now
Customer Performance also serving many large enterprises
Management, Customer •Provides industry-specific solutions for a
Process Management number of industries
Aplicor Sales Force Automation, •Focused on serving mid-market and large Starting at $89
Marketing Management, organizations per user per
Suited For: Customer Service, Project •Offers complete suite of CRM solutions month
Mid-size, Large Office, Offline Edition, including sales, marketing, and service
Companies Reporting & Analysis •Specializes in providing hosted CRM service
•Named CRM Product of the year by
Technology Marketing Corporation (TMC) and
Customer Inter@action Solutions® magazine
Pivotal Sales, Marketing, Service, •Focused on serving mid-enterprise CRM N/A
Partner Management, Market
Suited For: Analytics, Mobile CRM •Core competency lies in automating multiple
Mid-size, Large areas like sales, marketing and service
Companies •Public Company - Safe Buy
•Provides industry-specific solutions for a
number of industries
40. Customer Relationship Management by Kristin Anderson
and Carol Kerr (McGraw-Hill, ISBN 0-07-137954-1)
Marketing Straight to the Heart by Barry Feig (Amacom,
ISBN 0-8144-0355-7)
Handbook of CRM by Adrian Payne (Elsevier, ISBN 10:
07506-66437-1)
http://whitepapers.techrepublic.com (CRM Basics)
http://whitepapers.zdnet.com (CRM Basics)
http://www.crmblogger.com (some interesting blogs on CRM)
http://www.freecrm.com (a free hosted CRM service)
http://www.comparecrm.com (comparison of different CRM
products)
Today we are here to learn about CRM. We will look at what CRM actually is, what are the main areas it is divided into, we will break down each of the pieces of CRM to let you have an understanding of what you should be thinking about when you are thinking CRM.
The agenda today will take us through a number of areas: We will start by taking a quick look at what CRM is. We will take a look at a complete CRM process. Then we will break CRM down into its pieces and parts and look at each piece and how it fits into an overall CRM strategy. We will finish with a few resources where you can get additional information on the subject.
Customer relationship management (CRM) moves a company from a product-centric focus to a customer-centric focus. CRM is a business strategy that aims to understand, anticipate, and manage the needs of an organization’s most important asset, its customers. CRM is software coupled with traditional marketing, sales, and support methods that are used to retain and improve customer loyalty. The goal is to build a focused relationship with each customer based on their unique needs and a company’s ability to satisfy those needs while improving customer satisfaction levels.
This is not a chart of accounts, this is not a payroll run. This is about customers, and in so, it affects every aspect of the business culture. The big question often asked is "What's the secret to doing CRM right?" It boils down to one thing: Leadership. The Big Boss sets the example, defines the culture, and gives countless clues about what's important, and what isn't. CRM may currently be viewed as a "nice to have" strategy or, worse, just another automation project for the IT department. But the tide of global competition is coming in, industry by industry, all around the world. These days, competitive products and pricing is almost a given. As a mathematics professors would say, it's a "necessary but not sufficient condition" for business survival. So if you think CRM is just some management fad or the latest trick of enterprise software vendors, think again. This shift from scarce products to scarce customers means that, sooner or later, CRM will be a necessity. True leaders won't wait to act until the competitive waters are neck deep.
These days, competitive products and pricing is almost a given. As a mathematics professors would say, it's a "necessary but not sufficient condition" for business survival. So how do you differentiate yourself from competitors? CRM is the way. The shift from scarce products to scarce customers means that, sooner or later, CRM will be a necessity. In a hypothetical perfect world, you have no competitor and there is a one-to-one relationship between you and your suppliers, customers etc. Your suppliers sell only to you and your customers buy only from you. Moreover, they don’t know each other.
But in real world, thing are a lot more complicated. Your customers have many options apart from you. Sometimes your supplier and customer is the same firm, i.e. you sell something to him and buy something else from him. Like in this example: Your Business has a subsidiary called Aston Sansui is your Customer that sell to final consumers Shyam is an employee with Sansui. Shyam is also your customer. He is married to Deepa and they have a son Rahul. Intex is your Customer and Supplier. Intex Headquarters is Noida, and sell your products to Retail. Intex have the same Legal Firm Mehta Associates as your subsidiary Astom. Isn’t that interesting? You buy Office Supplies from Office Planet, a Buying Group. Office Planet buys from 3Com and Staples. ATS is your competitor. Sansui buys also from ATS. Shyam is a member of EGL Golf Club. Kishore, an employee with your competitor plays golf at EGL with Shyam, the employee of your customer Sansui. They also play with a customer of Sansui. Isn’t that interesting ?
Purpose of the slide is to drive home business processes. This is a full customer lifecycle. Start with attract, work clockwise around cycle. Key message is that this is how companies do business. They attract customers, sell to customers, service customers and decide which customers to keep.
What is your business model? Is your staff local and stationary, or distributed and mobile, or some combination? Do you have a staff that needs to trade large chunks of data with each other on a regular basis? Can you use off-the-shelf functionality or do you need specific customization? Do you have back office systems that need to be integrated with new front office functionality? Do you have a cutting-edge IT staff? Can they handle more workload or do you need to add more people if you buy a CRM package? Is the staff open to change? Do you have access to training? What is your budget? These are but a few of the questions you need to answer before deciding on a CRM solution for your company.
Initial costs are lower for a hosted system but ROI analysis show that the costs start to equalize between the two systems during the third year of service and then favor the non-hosted system thereafter. More recently, a new option, host-to-buy, has been presented by some vendors, such as Microsoft, with its CRM offering. In this scenario, at some point in the future, the customer moves from a subscription service to an in-house configuration, with some or all of the fees paid for the hosted solution being applied towards an in-house licensing agreement.
What is a customer? - An entity that you do business with (Pretty Standard definition) - An entity that you may do business with (A prospect is just a customer who hasn’t bought yet) - An entity using your products (Customers who buy from other sources) Remember that the first word in CRM is Customer
Of the pain points that exist, the first is most important. ROI is a challenge that Marketing professionals face daily. ROI needs to be proved to multiple levels of an organization. from Finance to Sales to the Executive board. Also we need the ability to get the right customer at the right time with the right message.
Campaign Management Campaign management track, manages, and monitors all marketing efforts for direct mail, telemarketing, print publications, customer service, point of sale, email, and the Web. It allows businesses to easily set up and manage multi-channel campaigns, while providing real time ROI and performance reports to pinpoint problems or spot new opportunities. For example, Campaign Management methodologies can track the effectiveness of an email campaign by seeing how many emails were sent, how many were read, and then provide metrics that can help guide future efforts. Marketing Automation Marketing automation allows a company to monitor overall company performance of marketing programs and activities. It focuses on the definition, scheduling, and tracking of all marketing activities, and provides analytics and reporting on Web campaigns. It includes the identification of target markets, advertising delivery, budget definition, results analysis, and other related activities. Specific tasks tackled by marketing automation programs include: Lead Management, Campaign Management, Data Mining, and Intelligent Marketing Assistance, and more.
Why do people look at SFA? It comes down to a fundamental lack of actionable information. If you look at the pain points, they all revolve around information.
Lead Management Managing leads effectively and optimizing lead flow across sales and marketing are critical to sales success. With Lead Management, companies can track prospect inquiries and route qualified leads to the right people so sales reps get instant access to the latest prospects and leads are never dropped or lost. Opportunity Management Helps close deals faster by providing a single place for updating deal information, tracking opportunity milestones, and recording all opportunity-related interactions, making it easier for managers to monitor sales pipelines. Order Management Order Management enables companies to streamline and automate the entire sales order management process, from order promising and order capture to transportation and shipment.
Ask your customers how they are positioning service as a strategic competitive advantage. In today’s world of product homogenization, you need to stand out. Service is the way to do it. Service can impact customer loyalty. Service can drive product innovation.
Knowledge Management Knowledge management is a business process that leverages a firm’s intellectual assets. It enables customer service and help desk organizations to access and deliver answers via phone, email, or the Web. It manages an organization’s knowledge base of customer data so information is easily available to phone agents. Contract Management Contract Management solutions help ease contract creation and the negotiation process by providing a comprehensive library of templates containing standard pre-approved clauses and business terms, such as product, pricing, and benefit information that can be accessed quickly. Contract Management provides a complete process for presenting contract versions online or offline to external parties, capturing the ongoing dialog, tracking modifications, and comparing language across contract iterations. In general, a Contract Management solution will provide directory services, contract information, transaction information and compliance workflows.