The CRM Eco-System

The CRM Eco-System

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  www.company.com The CRMEco-System
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  www.company.com What isCRM? • A business strategy that aims to understand, anticipate and manage the needs of a company’s current and potential customers. • The creation, development and enhancement of individualized customer relationships resulting in maximizing their total life-time value. • Systems that provide insight into and improve the company/customer relationship by combining all views of customer interaction into one picture.
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  www.company.com Why CRM? • Increase sales and profitability • Reduce costs • Standardize processes • Brand consistency • Solidify customer loyalty • Integrate information from all organization data sources • Holistic view of customers in real-time Be everywhere, do everything, and never fail to astonish the customer. Macy’s Motto
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  www.company.com Building Blocksof CRM Data Capture Customer Touch Points External Databases Staff Knowledge Management Segmentation Customer Profitability Data Mining Enabling Technologies Sales Automation Social Integration e-Business Organization People Technical Support
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  www.company.com Key Principlesof CRM • Real-Time Information Manager • Informed Decision Making • Collaboration • Institutional Memory • Customer Scorecard • Employee Scorecard • Closed-Loop Process
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  www.company.com CRM Basics Customer Profiles CRM Task & Event Scheduling Activity History Pipeline Reporting Management
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  CRM Enhanced Features www.company.com Sales Force Automation CRM Customer Service &Support Help Desk Field Service Data Management Marketing Automation
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  www.company.com Social Media Marketing Automation Calendar & Email Web Site CRM Production Systems Email Marketing CRM Integrations
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  www.company.com CRM SystemExamples • SalesForce • Oracle • MicroSoft Dynamics Enterprise to Small • SageCRM • NetSuite CRM+ • Salesnet • Zoho Mid-Range to Small • Contactually • Insightly • Nimble • Streak for Gmail Small Company
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  www.company.com Evaluation Criteria Service and Support • Hosted or On-Premise • Pricing • Ongoing Support • Data migration • Market (Enterprise, Mid-Size, Small)
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  www.company.com Evaluation Criteria Standard Features • Email Management • Chat/IM • Case Management • Knowledge Management • Escalation • Call Center Support • Custom Reports • Built-In Reports
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  www.company.com Evaluation Criteria Sales Force Automation • Email and calendar integration • Lead management • Contact management • Account management • Partner management • Territory/Quota management • Forecasting • Opportunity Tracking • Call management
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  www.company.com Evaluation Criteria Needs Based Criteria • Integrations – Email & Calendar – Web Site – Marketing Automation – Operations and Accounting Systems • Call scripting • Mobile solutions • Workflow Tools
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  www.company.com CRM inSummary • What CRM features and functionality are appropriate for the business now and in the future? • What business processes need to evolve to effectively use a CRM system? • What IT infrastructure is in place that needs to be supported? • What are the measures of success?
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  Anne Sigman [email protected] www.company.com 443-745-6917 www.pacerconsulting.com