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![Grow with CRM
“CRM Online
allows us to
manage, monitor,
and support our
sales teams
remotely.”
Nick Cassidy,
Managing Director,
Core Cost Management
“CRM Online allows me as chief
executive, when I'm out in the
field visiting clients, to get a
sense of the overall
relationship with the client.
That's something I couldn't do
before."
Bob Gogel, CEO, Integreon
“The insight we’re now able to gather from CRM Online] is
helping us identify changing market trends and spot new
opportunities.“
James Fleming, Group IT Director, Victrex
“It’s all about integration. CRM
Online caps the stack, but
behind the scenes we make sure
that Yammer drives the
conversations within the
business; we use SharePoint to
drive our knowledge-
management systems; we use
Lync to surface the presence of
our colleagues — Office 365 is
the backbone of our office
infrastructure.”
Paul Marriott-Clarke,
Commercial Director, Metro Bank](https://image.slidesharecdn.com/dwp-modernbizcrm-151105180400-lva1-app6891/75/ModernBiz-CRM-25-2048.jpg)
Uploaded byDWP Information Architects Inc.
ModernBiz CRM
Customer relationship management (CRM) systems help companies manage interactions with customers by organizing customer data and automating marketing, sales, and customer support processes. This document discusses how CRM systems work and the benefits they provide, including increased customer loyalty, secure future revenues, and reduced customer turnover. It also lists some popular CRM software manufacturers and highlights key features of CRM systems like sales automation, customer data integration, and opportunity management.
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ModernBiz CRM
- 1. $ A better wayto know your customers and grow your business
- 2. d Agenda PART 2 Whatare the five areas that CRM addresses business issues PART 3 How to get started PART 1 What is CRM and how does it work
- 3. #modernbiz Customer relationship management(CRM) is an approach to managing a company’s interactions with current and future customers. It often involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. What is CRM?
- 4. CRM characteristics • Sales forceautomation: Implement sales analysis, automate tracking of sales or future sales, and also coordinate sales, marketing, call centers, and retail outlets. • Data warehouse technology: Uses technology to aggregate transaction information, to merge the information with CRM products, and to provide KPI. • Opportunity management: Manage unpredictable growth and demand and implement a good forecasting model to integrate sales history with sales projections. • Client relationships: Developing and maintaining. • Support and finance data: Integration into the CRM view that a user gets, enabling a wider holistic view of a customer from one screen for a user. As well as integrate with office productivity systems. • CRM systems integration: track and measure marketing campaigns over multiple networks, and track customer analysis by customer clicks and sales.
- 5. Connect with customers Impact of customer satisfaction Accordingto Ruth Bolton in “A Dynamic Model of the Duration of the Customer’s Relationship with a Continuus Service Provider: The Role of Satisfaction”, customer satisfaction has significant implications for the economic performance of firms. Because customer satisfaction has been found to have a negative impact on customer complaints and a positive impact on customer loyalty and usage behavior. Benefits of implementing CRM include: 1. Increased customer loyalty may increase usage levels 2. Secure future revenues 3. And minimize the likelihood of customer defection
- 7. CRM system manufacturers •Microsoft Dynamics CRM • Aplicor • Atollon Lagoon CRM • Base CRM • InfusionSoft • NetSuite Small Business • OnContact CRM • Salesforce.com • SalesLogix (Infor CRM) • Siebel CRM (Oracle) • Swiftpage ACT!
- 8. Helping your teambe more successful Focus on what matters most. Have the relevant information at your fingertips to better serve your current customers as well as find new ones. Create personal, targeted experiences. Increase sales velocity and customer response with immediate access to the right people and information. Zero In Win Faster Work like a network, grow your business. Connect with your customers, prospects, business partners and team to service your customers better and grow your business. Sell More 0 20000 40000 60000 0% 50% 100% 2009 2018 2020
- 9. Connect with customers Grow efficiently Safeguard your business Business anywhere Increase your sales Getthe most out of your technology Adapt to change Be prepared for the unexpected Protect and control your data Work together easily Get your work done anywhere Understand your customer ModernBiz Connect with customers Grow efficiently Safeguard your business Business anywhere Increase your sales Get the most out of your technology Adapt to change Be prepared for the unexpected Protect and control your data Work together easily Get your work done anywhere Understand your customer Customer Relationship Management Systems
- 10.
- 11. “All of asudden it was like, BOOM—all of this information is all in the open, transparent, things were getting done because everyone had a new kind of awareness.” Steve Novoselac, BI and .NET development manager, Trek Bicycles Before When outside sales reps left, it took years to rebuild the depth of knowledge they had established with local bike shops. Tactics Microsoft Dynamics CRM Online plus Office 365 helps sales reps communicate and connect to key data like previous retailer interactions. Results • Provides complete view into customer and account information. • Sales reps save time gathering info for customer meetings. • 95% employee adoption of Yammer drives idea sharing. Sales reps ride into new era Integrated CRM solution supports customer relationships for Trek Bicycles Watch
- 12. #modernbiz Customer relationships areabout more than customer satisfaction. They’re about really knowing your customer so you can personalize their experiences. Microsoft Dynamics CRM Online helps you bring your customers closer. Understand your customer. Wintheirheartsandminds Customer Relationship Management Systems
- 13. Get a complete viewof your customer. Use customer data to enable more engaging interactions Find and combine data from internal and external sources with familiar tools. Capture customer details and interactions and share this information across both sales and service teams. Customers Sales and Service Teams A consolidated view for customer sales teams, service teams, and executives Multiple channels of customer interactions • Buying history • Service calls • Communications • Sales efforts • Social interactions Customer Relationship Management Systems
- 14. MAIL Reach out to customers. Stayingconnected to your customers inspires loyalty and uncovers opportunities Easily contact your customers the way they want – choose from email, IM, phone, video – all in a single click from within your CRM solution. CONFERENCE CALL
- 15. #modernbiz Having a strongconnection with your current customers and prioritizing the right leads makes your sales teams more effective. Provide the power of enterprise capabilities to help grow your business. Increase your sales. Seewhathappenswhentheworld’smostpowerfulbusinessappscometogether Customer Relationship Management Systems
- 16. Connect with customers Reach yourgoals. Role-specific business processes help your sales and service teams stay on track Follow a guided sales and service experience with built-in best practices. Drive toward successful outcomes, ensure consistency, and easily adapt when changes are needed. Drive sales and service best practices across your organization Connect with customers
- 17. Connect with customers Focus onwhat matters. Get control of your business by prioritizing opportunities Create rich, interactive dashboards, data visualizations, and presentations so you can track and monitor opportunities and focus on what is important. Make your team more effective at prioritizing and driving leads to close. Connect with customers 0 10000 20000 30000 40000 50000 60000 0 10000 20000 30000 40000 50000 60000 70000 80000 Data 1 Data 2 Data 3 Data 4 Name of folder Folder size 37284 Share data Name of folder Folder size 37284 Share data Name of folder Folder size 37284 Share data Name of folder Folder size 37284 Share data Name of folder Folder size 37284 Share Data Name of folder Folder size 37284 Share data Name of folder Folder size 37284 Share data 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 2009 2018 2020 Name of folder Folder size 37284 Share data Name of folder Folder size 37284 Share data All activities Zero in on the customers and opportunities that will help grow the company
- 18. ModernBiz #modernbiz Business anywhere Get your workdone anywhere Work together easily Customer Relationship Management Systems
- 19. #modernbiz Get your workdone anywhere. You’re just a few simple clicks away from accessing your sales and service data, holding meetings, and collaborating with anyone from anywhere. CRM provide a complete customer relations solution to move your business forward. Becausesalesandcustomerservicehappenwhereveryouare
- 20. Business anywhere Business anywhere Always be in touch. Getyour teams up and running quickly with a solution that is easy to adopt Provide a familiar experience across your PC, phone, tablet, and laptop, allowing you to be productive at home, in the office, or on the road.Access your customer information and all the data you need with the same seamless experience on a variety of devices, including PCs, phones, tablets, and laptops.
- 21. Business anywhere Work from the deviceyou love. Save costs by letting your workers use the devices they already own Microsoft Dynamics CRM Online works across phones and tablets (Android, iOS and Windows). Business anywhere 0% 20% 40% 60% 80% 100% 2009 2018 2020 0 10000 20000 30000 40000 50000 60000 0 20000 40000 60000 0% 100% 2009 2018 2020 0 10000 20000 30000 40000 50000 60000 0% 50% 100% 2009 2018 2020
- 22. #modernbiz Work together easily. Bringtogether the right people wherever they are to take advantage of the combined knowledge of the experts in your organization. Helpyoursalesandserviceteamsworklikeanetwork Customer Relationship Management Systems
- 23. Business anywhere Work with the rightpeople, in the context of what you are doing. Get work done faster by making collaboration easy Instantly view contacts’ online status to quickly set up or join meetings. Access your team for help on sales proposals and customer inquiries right away. Business anywhere Yammer embedded in Microsoft Dynamics CRM Online
- 24. Business anywhere Working together on documentsis a snap. Keep moving forward even when you’re far apart Co-author documents and quickly collaborate with others with Office 365. Document co-authoring and version control Business anywhere EDITING THIS DOC Susan Kim Mitch Fuller Michael Scott EDITING THIS DOC
- 25. Grow with CRM “CRMOnline allows us to manage, monitor, and support our sales teams remotely.” Nick Cassidy, Managing Director, Core Cost Management “CRM Online allows me as chief executive, when I'm out in the field visiting clients, to get a sense of the overall relationship with the client. That's something I couldn't do before." Bob Gogel, CEO, Integreon “The insight we’re now able to gather from CRM Online] is helping us identify changing market trends and spot new opportunities.“ James Fleming, Group IT Director, Victrex “It’s all about integration. CRM Online caps the stack, but behind the scenes we make sure that Yammer drives the conversations within the business; we use SharePoint to drive our knowledge- management systems; we use Lync to surface the presence of our colleagues — Office 365 is the backbone of our office infrastructure.” Paul Marriott-Clarke, Commercial Director, Metro Bank
- 26. Next steps Contact us Takea guided tour of CRM Online Sign up for your free trial
- 27. Don’t leave withouttoday’s offer: a 2-hour free service call ($300 value) coupon We are a vendor to business only, so we just ask that the service call be for your small business of 5+ PCs and perhaps a server. 27
- 28. Denis Wilson [email protected] 866-995-4488 dwpia.com A MicrosoftChannel Partner in North and West LA, and Ventura Counties
- 29.