Why, more than ever, Why, more than ever, CRM matters for every businessCRM matters for every business

Presented By: David BeardPresented By: David Beard CRM Principal at SageCRM Principal at Sage

CRM

RolodexSales force automation

Extended enterprise collaboration

Contact and Calendar Management

Evolution of CRM

CRM

Outlook Marketing Remote Workers Finance Sales

Silos of Information

Increase Sales ProductivityImprove Sales Opportunities and Increase Close Rates

Optimize Marketing Spend and Maximize ROI

Enhances Customer Experience and Deliver Excellent Service

Reduce Costs by Automating Processes and Delivering Better Service

The Business Value

Automated processes – less human errors, less administrative time, less paperwork, less duplication of work

Improved customer service – less returns, less attrition, better responses

Better customer insight – effective marketing with quality information

Specifically, in Times of Need

Customer Relationship Management (CRM) is a set of strategies and processes designed to manage customer relationships.

It involves acquiring and developing knowledge about your customers and using this information to improve customer satisfaction and retention.

Why CRM now?

CRM is now a “must have”–For many companies IT-enabled marketing, sales, and customer service is a source of competitive advantage

Why CRM now?

CRM embraces new technology–Mobile, social media and e-marketing are increasingly important

Why CRM now?

CRM delivers ROI

–CRM delivers ROI in 12 months, for example by:

• Improving connectivity with customers• Allowing cross-selling with existing

customers• Improving customer satisfaction• Reducing marketing service costs.

Why CRM now?

Marketing is becoming a key sales driver:

“The marketing function is seeing the biggest boost in interest and spending post recession... the Chief Marketing Officer is under pressure to support improved digital marketing and to address the need for social media marketing.”

Gartner

Why CRM now?

What are your business challenges?

“I need to be able to calculate the cost per lead or click easily and accurately.”

“I want to optimize my marketing spend by reaching out to as many prospects as possible, especially through social networks.”

“I’d like to improve the quality of the campaigns and increase sales leads.”

Marketing

Acquiring …

“Sometimes it is hard to service customers because we don’t have a documented history of their previous calls.”

“Our processes are not automated so cases sometimes are not fully resolved.”

“We want to give great service but we lack actionable real time information.” Customer

Services

Supporting …

“I need analytics tools to help me monitor the state of my business and measure performance metrics.”

“I need to stay accessible to my top customers and know their business inside out.”

“I want to see how the company is delivering on customer service.” Managers

Monitoring …

What are your hidden business issues - can you really expose the root causes?

What’s the cost of not solving these issues?

How can BAASS help you build a credible case for change?

Customers

What about your business ?

Surface hidden business challenges

Quantify cost of not solving,

Build high level ROI / investment case

Investigate further with functional leaders

Sales

Marketing

Service

Owner/Manager

Address functional issues

Drill down into detail

Build an investment case

Articulate a call-to-action

Building the case ..

Top line improvement by:

•Increasing lead volume by sales•Increases in business close rate

•Reducing the length of the sales cycle•Improving the opportunity close rate

•Increasing average contract value•Increasing the contract renewal rate

Bottom line improvement by:

•Reducing marketing budget•Reducing sales travel and expense•Reducing staff costs through productivity improvements

Can we help you think about it?

Building the case…

Front Office

Back Office

Data–Non-financial–Interactional–Qualitative–Largely Unstructured

Data– Financial– Transactional– Quantitative– Largely Structured

Tasks– Business

Development– Demand

Creation– Customer

Service and Retention

Tasks– Transaction

Processing– Budget

Management– Cashflow

Management– Reporting

Staff– Sales– Marketing– Customer Care

Staff– Finance– Admin– Senior

Stakeholders

Focus– Revenue

Generation– Outward

Looking– Collaborative

Focus– Cost Control– Performance

Measurement– Compliancy– Inward Looking– Insular

Departmental silos of informationUnnecessary administrative overheadVerbal sign off requirementsProcess duplicationNegative impact on customer satisfaction

Building the case ..

The Sage CRM Enabler

Builds on 30+ years of SMB heritage to deliver a CRM solution that is optimised to the needs of SMBs.

For 15,000 customers, 250k users , 70 countries

Easy to use and customise to adapt to your business

The Sage CRM Enabler

• Powerful tool to manage customer relationship and gain customer insight

• Easy to use & Fast to deploy • Scales up as needed to meet company’s

growth needs• Cost Effective

The Sage CRM Enabler

• Eliminates duplication of efforts and data corruption

• Supports end-to-end data strategy including mobility and social media

• Fosters collaboration and Improves communications across business units

• Accelerates customer responses to inquiries and Increases quality of information

The Sage CRM Enabler

Informative PeopleEffective ProcessesInvaluable Technology

Increased ProductivitySatisfied CustomersReduced Costs

The Sage CRM Enabler

Automotive

Membership Organisations

Technology/ Software

Health/Sport

/Leisure

Services/ Retail

For companies like you …

“60% efficiency gains have been achieved across the entire business”.Ayda Hornak, Infrastructure and Innovation Manager, Waivestar Group

“…within three to four months of implementing the new system, we were able to achieve fifty per cent growth in the business.”

Steve Cumper, Founder, Medshop

ROI on the new system was achieved within 17 months. “Overcoming the account keeping overhead linked with duplication has saved us $55k per year in audit activity.”

Ian Lindgren, Chief Executive Officer, PayMe

“The software can take some credit for an 8 per cent improvement in customer satisfaction ratings as well as revenue growth.”

Chakri Wicharn, Information Manager, Fuji Xerox, Thailand

That gain measurable success …

Companies like you with BAASS

Why, more than ever, Why, more than ever, CRM matters for every businessCRM matters for every business

Presented By: David BeardPresented By: David Beard CRM Principal at SageCRM Principal at Sage David.Beard@sage.comDavid.Beard@sage.com