I am CRM confused

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All over view about CRM and investment for a CRM system

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I am CRM confused

  1. 1. Tạ Ngọc Thuần, MCT
  2. 2. Who I am?• Who I am?• My presentation style as story telling• Not sales presentation• No table of content in advanced
  3. 3. 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
  4. 4. • 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
  5. 5. Pyramid of Customer LoyaltyPartnerAdvocateSupporterClientCustomerProspectTarget ProspectCustomerKeepingCustomerCatchingCustomer Development
  6. 6. 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!
  7. 7. It’s easy, CRM is Customer RelationshipManagement
  8. 8. So, what are customer relationships?
  9. 9. marketing
  10. 10. Sales
  11. 11. Support
  12. 12. Can be this?
  13. 13. So, what do I need to do?
  14. 14. Customers focused!!!Customers
  15. 15. And clear processesFinanceOperationsSales & Marketing
  16. 16. And accept changes
  17. 17. So, I need tools
  18. 18. to create advantages
  19. 19. It’s CRM software (or CRM in common
  20. 20. But, how can I find the one I need?
  21. 21. Define your vision
  22. 22. Then business objectives and targetsO.G.S.MandS.M.A.R.Tmethod
  23. 23. Budget and financial planning
  24. 24. And time frame
  25. 25. Choose the best fitkeep in mind
  26. 26. not the best
  27. 27. Now, orange or apple?
  28. 28. Or mixed
  29. 29. Score sheet with selection criteria
  30. 30. Features first
  31. 31. Security
  32. 32. Scalable and flexibility
  33. 33. Easy to use?
  34. 34. Cost and payment timeline
  35. 35. Vendor capability?
  36. 36. Time frame
  37. 37. rememberCheck objectivesFinancial analysis: Payback, ROI,TCO, NPV…And don’t let supplier lead you
  38. 38. Onemore!This forbusinessandmanagementpeople,not forIT
  39. 39. Ok! Apple. So, what next?
  40. 40. Build a dedicated team
  41. 41. With a good LEADER/PM
  42. 42. And a detail project plan
  43. 43. And right project management
  44. 44. With management support
  45. 45. It’s you, not software fail
  46. 46. Sure, we can enjoy CRM
  47. 47. And get sucess
  48. 48. How about you?

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