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Why | CRM

Why | CRM. DALE RIVERS Sage (UK) Ltd dale.rivers@sage.com Tel. 0191 294 3000. Sage Group Statistics Sage is International. Founded in 1981 Presence in 26 countries 180 Products 13,300 Employees Global distribution network 26,500 Reseller Partners 40,000 Accountants

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Why | CRM

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  1. Why |CRM • DALE RIVERS • Sage (UK) Ltd • dale.rivers@sage.com • Tel. 0191 294 3000

  2. Sage Group StatisticsSage is International Founded in 1981 Presence in 26 countries 180 Products 13,300 Employees Global distribution network 26,500 ResellerPartners 40,000 Accountants Over 6 million Customers Revenues of £1.34 billion Valued at circa £4 billion Share price is UP! Sage 300 ERP Why CRM

  3. Sage StatisticsFacts 3rd largest business management software provider in the world The largest supplier to small business in the world 1 in 4 working people in the UK are paid via Sage Software 1 in 2 Accountants use and recommend Sage Why CRM

  4. What is CRM? What is CRM? Customer Relationship Management

  5. Time to Define “A business strategy whose outcomes optimise profitability, revenue and customer satisfaction… CRM technologies should enable greater customer insight, increased customer access, more effective customer interactions, and integration throughout all customer channels and back-office enterprise functions”. -Gartner

  6. Time to Define “A business strategy whose outcomes optimise profitability, revenue and customer satisfaction… CRM technologies should enable greater customer insight, increased customer access, more effective customer interactions, and integration throughout all customer channels and back-office enterprise functions”. -Gartner

  7. Time to Define “A business strategy whose outcomes optimise profitability, revenue and customer satisfaction… CRM technologies should enable greater customer insight, increased customer access, more effective customer interactions, and integration throughout all customer channels and back-office enterprise functions”. -Gartner

  8. Time to Define “A business strategy whose outcomes optimise profitability, revenue and customer satisfaction… CRM technologies should enable greater customer insight, increased customer access, more effective customer interactions, and integration throughout all customer channels and back-office enterprise functions”. -Gartner

  9. Time to Define “A business strategy whose outcomes optimise profitability, revenue and customer satisfaction… CRM technologies should enable greater customer insight, increased customer access, more effective customer interactions, and integration throughout all customer channels and back-office enterprise functions”. -Gartner

  10. CRM Defined A Business Strategy, NOT a Technology Technology is the enabler CRM is more than just a software application… It is a business solution for all customer-centric processes.

  11. Cloud or On-Premise Deployment Cloud-based CRM • Get up-and-running immediately • Some, but not full, customisation capabilities • Ideal for business with limited or no in-house IT skills or expertise • Don’t need servers to manage, databases to administer, or nightly backups to perform (NOISE) • AGILITY – THE ABILITY TO FAIL! On-Premise CRM • Advanced customisation and integration capabilities • Low total cost of ownership • Ideal for business with an in-house IT resources to manage their CRM solution • Keep control of your data on your own site

  12. C R MUnderstand the entire Solution.

  13. C R MThis is a Business Solution.

  14. C R MDo you need CRM? • The Butcher • The Window Cleaner • The E-Trader • The Stationary Supplier • The Call Centre

  15. CRM for Sales - Features • Opportunity and Pipeline Management • Territory Management • Forecasting and Reporting • Sales Workflow • Lead Management • Quotes and Orders Processing • Calendar Management • Mobile Solution • Powerful networking through Integration • Smart Phones & Tablets

  16. CRM for Customer Service - Features • Case Management • Escalation and notification alerts • Knowledge base • Workflow approval process • Detailed analysis on call volumes and case resolution • Traffic light monitoring • Web self-service • Staff performance monitoring • Bespoke company dashboard to provide • tighter account management

  17. CRM for Marketing - Features • Powerful e-marketing capabilities • Automatic campaign results tracking • Open, click and bounce-rate tracking • Over 90 attention-grabbing templates out-of-the-box • Integrated telesales follow-up • Campaign cloning • Document store and share • In-call data modification • Customer profiling and analysis • Rapid lead to opportunity • management

  18. Why CRM? Did you know that on average it costs 4 times as much to gain a new customer as it does to retain a new one? CRM Software therefore: • Helps build a great customer experience • Helps retain valuable customers • Enables businesses to deliver an exceptional customer experience • Delivers a 360° view of your customer • Increases sales activity • Tracks sales leads at every stage • Gets the right product, to the right customer, on time, every time Why CRM

  19. “I need a quick and easy way for me to see how the business is performing” “I need to be able to calculate the cost per member easily and accurately” “I want to maximise the productivity of all my employees” “Acquisition campaigns are difficult to manage and information can go missing” “I need to know what the revenue flow looks like quickly and easily” “It take me ages to roll up all the line-of-business forecasts” “forecasts are difficult to create and time-consuming” “We don’t have an up to date log of all communications with members” “I want to have access to the same member information the customer team has so I understand any issues” “Our processes are not automated so issues sometimes fall through the cracks” “I sometimes spend my whole morning trying to figure out who I’m meant to follow-up with and when” “I don’t want to be wasting time re-entering the same information into multiple places” When do you need CRM?

  20. When do you need CRM? When your brain just isn’t enough! The signs: • When you are in Excel-Hell • When you are loosing customers to poor customer service • If absenteeism affects service • Multiple Data Sources – which one? • You don’t trust your data • You don’t know where to find something • You need to integrate systems • You are becoming inefficient • You waste time • You loose sales • Elongated customer complaints • Marketing is fragmented • When you are becoming a mature business Why CRM

  21. CRMYou have been watching…… Any questions……..? • DALE RIVERS • Sage (UK) Ltd • dale.rivers@sage.com • Tel. 0191 294 3000 THANK YOU

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