I am crm confused

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I am crm confused

  1. 1. Who I am?• Who I am?• My presentation style as story telling• Not sales presentation• No table of content in advanced
  2. 2. It is 6-7 times more expensiveto gain a new customer thanretain an existing customer.Harvard Business ReviewA five percent improvementin customer retention ratescan yield a 25 percent to100 percent increase inprofits.The Loyalty EffectCorporations loseapproximately half of theircustomers within five years.The Loyalty Effect
  3. 3. • Lost opportunities due to lack of timely, accurateinformation• Lost repeat sales due to customer alienation andmediocre customer service levels• Lost productivity due to inefficient systems• Errors in transactions due to data multi-entry• Limited visibility into customer-centric businessprocessesKey Business Concerns
  4. 4. Pyramid of Customer LoyaltyPartnerAdvocateSupporterClientCustomerProspectTarget ProspectCustomerKeepingCustomerCatchingCustomer Development
  5. 5. 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!
  6. 6. It’s easy, CRM is Customer RelationshipManagement
  7. 7. So, what are customer relationships?
  8. 8. marketing
  9. 9. Sales
  10. 10. Support
  11. 11. Can be this?
  12. 12. So, what do I need to do?
  13. 13. Customers focused!!!Customers
  14. 14. And clear processesFinanceOperationsSales & Marketing
  15. 15. And accept changes
  16. 16. So, I need tools
  17. 17. to create advantages
  18. 18. It’s CRM software (or CRM in common
  19. 19. But, how can I find the one I need?
  20. 20. Define your vision
  21. 21. Then business objectives and targetsO.G.S.MandS.M.A.R.Tmethod
  22. 22. Budget and financial planning
  23. 23. And time frame
  24. 24. Choose the best fitkeep in mind
  25. 25. not the best
  26. 26. Now, orange or apple?
  27. 27. Or mixed
  28. 28. Score sheet with selection criteria
  29. 29. Features first
  30. 30. Security
  31. 31. Scalable and flexibility
  32. 32. Easy to use?
  33. 33. Cost and payment timeline
  34. 34. Vendor capability?
  35. 35. Time frame
  36. 36. rememberCheck objectivesFinancial analysis: Payback, ROI,TCO, NPV…And don’t let supplier lead you
  37. 37. Onemore!This forbusinessandmanagementpeople,not forIT
  38. 38. Ok! Apple. So, what next?
  39. 39. Build a dedicated team
  40. 40. With a good LEADER/PM
  41. 41. And a detail project plan
  42. 42. And right project management
  43. 43. With management support
  44. 44. It’s you, not software fail
  45. 45. Sure, we can enjoy CRM
  46. 46. And get sucess
  47. 47. How about you?

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