ClaritySoft Customer Relationship Management

Making dollars out of good sense. . .

CRM Helps:

Business Owners 1. Capture, Leverage, and Secure Data 2. Have Visibility into Sales Activities

Sales People 1. Do their job more efficiently & effectively2. Sell more

-56% of vendors perceive themselves as being

extremely customer focused...but only 12% of

customers agreed.

-76% of senior marketers said they were not realizing the full revenue potential of their existing customers.

• Finding new customers cost 5 times more than retaining current customers.

• Happy Customers tell 2-3 friends about a positive experience.

• Unhappy customers tell 10 to 13 friends.

• 6 out of 7 customers who should complain don’t. They silently take their business elsewhere.

Misdirected Efforts. . .

• Hire a superstar salesperson with deep industry expertise and “killer” rolodex

• Enhance the Web Site/work on SEO• Implement new IT Systems• Pressure developers for better products• Focus all sales activity on new accounts and set new quotas• Change the commission plan to incent more new account sales• Do more quotes and RFPs• Require weekly call reports that hit target call goals• Do a weekly pipeline review and require mandatory dollar targets for

pipeline increases• Create a good marketing brochure• Cut prices to attract new business• Offer no obligation service trials and tests• Send more follow-up literature and correspondence of all types to active

opportunities in the pipeline• Do more networking• Foster a spirit of friendly competition among employees to exceed goals e.g.

invoices processed per week per employee• Freeze salaries

The Real Problem???

“Relationships! We all got ‘em, we all want ‘em. What do we do with ‘em?” Jimmy Buffett

CRM Helps Improve. . .

• Better Customer Experience• Higher Customer & Employee Retention Rates• Increased Incremental Business• Increased Repeat Business• Word of Mouth Marketing Machine • More New Customers• More Revenue• More Meaning &Fulfillment• More Fun!!!!!!!!

Customer Relationships!

CRM Technology. . .

1. Helping to establish EMOTIONAL connections

2. Building Trust because you deliver on what you promise

3. Promoting Loyalty

4. Cultivating Dependability

5. Developing Credibility

6. Demonstrating that you KNOW & care about them

Fosters Loyal Quality Relationships by:

CRM Technology. . .

1. Managing Activities2. Centralizing Prospect & Customer Data3. Managing Information4. Segmenting Data5. Maintaining interaction history6. Managing shared Calendars7. Segment data for targeted marketing campaigns8. Email Campaigns9. Mail Campaigns10. Manage mail & email templates

Supports Taking Action

CRM Technology. . .

Sales Automation• Account and Customer Management• Establish a Consistent Sales Process • Tracks Sales Opportunities• Forecast Accurately• Streamlines Quotation Process• Focus on Closing Business

Helps Manage Growth Predictably & Accurately

Proceed with Care. . .

• Gartner Group Estimates 65% of all CRM projects fail to deliver measurable value.

• Meta Group estimates 55 to 70% of CRM projects fail.

• Forrester 90% Best-In-Class companies supplement their CRM Solution with contact management software

Why Do CRM Projects Fail?

• User Adoption - #1 Cause for CRM Failure

• Doesn’t help the end user• Doesn’t work the way they do• Complexity

– Too Much Functionality– Trying to automate too much

How To Succeed

CRM Vendor Selection• Partner with a vendor that takes the time

to understands your vision

• Has a documented Value Insurance Protection (VIP) process

• Seeks on-going Feedback & Takes Action

• Gets Users Involved

• Starts Slow

CRM Considerations

Product • Simplicity & Usability• Spotlight the user interface- Reduce Complexity• Choose the right functionality for your business• Top of Mind Functionality• Clean Data• Mobility• Ease of Implementation• Data Ownership Options• Flexible Connection Options• Total Cost of Ownership

Types of CRM Solutions

SAAS Model – Software as a service

– Advantages• Low upfront cost• Limited IT Resources Required• No Additional Hardware Required

– Disadvantage• High long term costs• Usability – Doesn’t work the way sales people work• Your business data is NOT in house• Internet connection required

Types of CRM Solutions

• On-Premise CRM Solution– Advantages

• Rich User Interface – Reflects how you do business• Data Integration• You control your data• No Internet – No Problem

– Disadvantages• Higher Up Front Cost• More IT Resources Required• Longer Implementation times• Additional Hardware/Software Required

Types of CRM Solutions

• Hybrid – Best of both worlds– Advantages

• Rich User Experience• Limited IT Required• Quick Time to Value• Data Ownership Options

– Disadvantages• Client install required

Make Dollars out of Good Sense

Customer Satisfaction

+ Emotional Attachment

Customer Loyalty

1.Do you know what’s important to your customers?

2.Do you have the tools in place to take action?

By Investing in Relationships!

Consider the cost. . .

Of Guessing. . .1. Customer attrition2. Leaving silently3.4.5.6.7.8.9.

Q & A

CRM changes how. . .

. . .companies interact and communicate with other people. CRM does just that, helps build loyal relationships. How often do you forget what someone says, but rarely forget how they made you feel? CRM technology helps take relationships to deeper levels resulting in more business, faster.