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When it's appropriate to keep using Outlook as your contact manager, and when it's time to move on and use a proper database/CRM system. What is CRM; Using Outlook to Manage Business Activities; What Outlook Can't Do; Alternative Solutions
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Signs You’ve Outgrown Outlook
Presentation by Kendra Von AchenDB Pros
Introduction to Databases
• What is a database?
• These are all examples of databases
What is CRM?• Stands for Customer Relationship
Management• Definition: CRM is the process of managing all
aspects of interaction a company has with its customers, including prospecting, sales, and service.
• CRM applications attempt to provide insight into and improve the company/customer relationship by combining all these views of customer interaction into one picture.
Key Features of CRM Systems• Account/Contact
Management• Opportunity/Sales
Management• Customer Service/Case
Management• Marketing/Campaign
Management• Activity and Calendar
Management
• Notes and History Tracking• Email Management• Project Management • Dashboards/Business
Intelligence• Customized Reports• Workflow/Process
Automation• Mobile/Remote Tools
Why Use CRM in a Business?
• Organize all key information– Contacts– Prospect– Clients/customers– Proposals
• Keeps all key employees on the same page• Saves time• Helps increase the company’s revenues
Using Outlook to Manage Business Activities
• Key areas – Contacts, Calendar, Tasks, Email• Functions:– Categories– Drag-and-drop– Integrate with Word for Mail Merge– Flags/Reminders
What Outlook Can’t Do
• Tie records together• Manage opportunities/pipeline/forecasts• Mass update fields/records• Send out mass emails (limited to 50-100)• Create hierarchies of records– Eases data entry– Reduces/removes duplicates
• Categorize records with separate fields
Signs You’ve Outgrown Outlook• Filtering on Categories just isn’t cutting it anymore• You have 10 records for the same company with 10
different company names listed• You’re losing productivity entering the same
information over and over again• You’re ready to track your pipeline (and not in Excel)• You have a group of people trying to share
information easily
Alternative Solutions
• Contact Management vs Customer Relationship Management
• CM – ACT!; Goldmine; Batchbook; Highrise; SalesNexus; and more
• CRM – Zoho; Quickbase; SugarCRM; Salesforce; NetSuite; Oracle CRM OnDemand; and more– Range from Free to $100/user/month
QUESTIONS?
Thank you!
Kendra Von AchenDB Pros
Denville, NJ(973) 607-1627
