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Customer Relationship Management

Customer Relationship Management

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Customer Relationship Management

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  1. Customer Relationship Management CRM- Practical Applications Southern Institute Conference May 23, 2013; 10:15 – 11:45 a.m.

  2. CRM - Definition Is a model for managing a company’s interactions with current and future customers. It involves using technology to organize, automate, and synchronize sales, marketing, customer service and technical support.

  3. Current State (5) Full Integration (4) Partial Integration (3) Modest Integration (2) Purchased (1) Purchased What? How is your United Way Using CRM?

  4. Turn To Partner Introduce Self How is CRM Useful Success Stories to Date Questions

  5. Report Out • What Did We Learn: • How is CRM Useful • Success Stories to Date • Questions

  6. CRM Practical • Listen • Alignment • Connect • Evaluate

  7. Case Study #1 • Company 503: • 1000 Employees • Based in Your Community • Employees 8 Hours/Year Community Service • Financial Literacy Focus • Founder of Company was Involved with United Way… 10 Years Ago

  8. Case Study #2 • Company 612: • 25 Employees • Based in Your Community • Employees 8 Hours/Month Community Service • Environmental Focus • Company CEO on United Way Board

  9. Case Study #3 • Company 002: • 500 Employees in Your Footprint • Corporate Office in Another Community • Early Grade Learning Focus • District Manager is Chamber Board Chair • Participates in the Loaned Executive Program

  10. Case Study #4 • Company 983: • 60 Employees in Your Footprint • Corporate Office in Another Community • Wellness Focus • District Manager is Expressed Interests in Partnership Opportunity • Employees Have Active Fitness Program

  11. Case Study #5 • Company 790: • 5,000 Employees in Your Footprint • Corporate Office Just Moved to Your Location • Basic Needs Focus • Corporate CEO/President New Hire • Employees Have Active Fitness Program

  12. Case Study Exercise • 7 Diverse Roles • Corporate Leadership • Corporate Employee • United Way Employee – Campaign • United Way Employee – Impact • United Way Employee – Volunteer Center • United Way Employee – Public Policy – advocates for community based issues with elected officials • United Way - IT

  13. CRM Case Study Exercise • Exercise Overview • Role Play The Scenario - 5 minutes • Group Plan – 10 minutes • Assess – 10 minutes • Full Integration • Success Factors

  14. Lessons Learned • What Were Your Take A-ways • Skills/Approach You Can Incorporate at Your United Way

  15. Key Examples Amway – One by One Campaign Century A&E – Reading Corner Wolverine Worldwide – Get Fit UWW – “Read Learn Succeed”

  16. Key Examples Amway Corporation “One by One Campaign for Children”

  17. http://www.youtube.com/watch?feature=player_embedded&v=Gy-zaGqSns8http://www.youtube.com/watch?feature=player_embedded&v=Gy-zaGqSns8 The Amway One by One Campaign for Children is a movement that spans 10 years and has helped 10 million children. Amway and its millions of distributors and employees around the world identify the most pressing issues, then find meaningful ways to help and mobilize others. Amway One by One projects and stories are as unique as the company itself.

  18. Grand Rapids, Michigan, USA - In 1989, Amway responded to a challenge to “adopt” an inner-city school near Grand Rapids, Michigan, near its headquarters. The idea was to focus the company’s resources on a small population, and bring generosity and volunteerism to scale. The Amway commitment outlasted the adoption program, and years later, Amway employees are still increasing their commitment to the public schools. From tutoring … to book drives … to pen pals … to field days … to career days … to anti-bullying training … to Junior Achievement instruction … Amway employees are involved in big and small ways. They even lend their expertise in the area of entrepreneurship through a special partnership with the Ottawa Hills High – School of Business, Leadership & Entrepreneurship, which means Amway has a continuum of support, from kindergarten to graduation. Through Amway, its employees and distributors, the Amway One by One Campaign for Children is making a difference, one child at a time.

  19. Key Examples Century A&E – Reading Corner

  20. Key Examples Wolverine Worldwide – Get Fit UWW – “Read Learn Succeed”

  21. Wolverine Worldwide Co-Branding with Wolverine Worldwide Merrell Brands Get Active! Born Learning Refreshed

  22. Take A-Ways

  23. Maureen Noe President/CEO Heart of West Michigan United Way mnoe@hwmuw.org Land: (616) 752-8620 Cell: (513) 607-2020