Revolutionize Your Business With CRM

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Revolutionize Your Business With CRM
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Presenter
Chris Stott Channel Account Manager Mid-Atlantic
Region
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Todays Agenda

• 0900 1030 Revolutionize Your Business
• With CRM
• 1030 1045 Break
• 1045 1200 The FrontRange Solution
• 1200 1230 Q A

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Revolutionize Your Business With CRM

• Customer Relationship Management is?
• What does it mean to you?
• Benefits of CRM?
• CRM Strategy Plan (Steps)
• Choosing a CRM Solution
• CRM Checklist

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Whats Troubling CEOs?
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Customer Loyalty
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Managing Mergers
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Reducing Costs
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Engaging
Employees in Vision
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Competing for talent
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Increasing Speed
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and Flexibility
Source USA Today, August 1999
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Customers for Life

• The Typical Business Loses 1/2 of its Customers
  within 5 Years
• It Costs 7 to 10 times More to Gain a New
  Customer than to Retain One
• A 5 Increase in the Retention Can Result in a
  25 to 75 Increase in Profits

Source Bottom Line Business, June 1996
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Know Your Customers

• 90 or more of dissatisfied customers will not
  buy again
• Each dissatisfied customer will tell their story
  to nine other people
• 96 of dissatisfied customers dont tell their
  story to you!!!

Source Fredrich Reichheld, The Loyalty Effect
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80/20/30

• 80 of your revenue comes from 20 of your
  customers
• 80 of your cost comes from the bottom 30 of
  your customers

Source Custom Research, Inc.
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• Who is the most important person in your company?

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• Your Customers

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Customer Relationship Management is..?

• an enterprise wide business strategy to
  optimize profitability, revenue and customer
  satisfaction by organizing the enterprise around
  customer segments, fostering customer-satisfying
  behaviors and linking processes from customers
  through suppliers
• Gartner Group

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Reality check

• NO exact definition of CRM
• NO one CRM system or strategy provides the
  prefect solution for all companies
• Your customers are different so is your company
• Focus must be on the Customer

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CRM Software provides tools to

• Automate
• Manage
• Integrate your sales, marketing and customer
  service operations

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Not Just Any CRM Tool

• CRM is the standard for competitive survival.
  If you do not put the right tools and the right
  information in the hands of your people, they
  will not be able to perform as effectively as
  their CRM empowered counterparts.
• Jim Dickie, Insight Technology Group

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Benefits of CRM

• Increase the number of customers
• Achieve high retention rates
• Retain the most profitable customers
• Achieve a greater share of customers spending
• Take a pro-active customer view rather than a
  product view
• Build customers by loyalty through intimate
  relationships
• Establish lifetime relationships with customers

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Benefits Are Clear

• Companies that successfully implement CRM
  programs reported sales increases of 51 percent
  per rep, customer satisfaction rating
  improvements of 20 percent, cost of sales and
  services decreases of 21 percent, reductions in
  the length to the sell cycle of as much as
  one-third, margin improvements of more than 2
  percent and more.
• Jim Dickie, Insight Technology Group

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CRM Strategy Plan (Steps)

• Gain Enterprise-wide Commitment
• Create a CRM Project Team
• Business Needs Analysis
• Plan of Action
• CRM Software Selection
• Technology
• Choose a Solutions Partner
• Implementation and Installation
• Ongoing Management of the CRM System

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Gain Enterprise-wide Commitment
Step 1

• Top-down management commitment
• Bottom-up buy-in from system users
• Dedicated full-time Project Team
• Budget allocation for the total solution

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Create a CRM Project Team
Step 2

• Top Management
• Information Services/Technical
• Sales and Marketing Users
• Financial

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Business Needs Analysis
Step 3

• Without identifying and fixing process holes
  first, you will only end up doing inefficient and
  ineffective things faster than you have done them
  before.
• Jim Dickie, Insight Technology Group

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CRM SurveyInput from end-users, salespeople,
customer service, marketing, order fulfillment
account management

• What functions do you perform?
• What types of data do you use?
• How do you interact with customers?
• What are your reporting needs and requirements?
• How can we import customer communication?
• Etc.

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Plan of Action
Step 4

• Will the system need to be customized or will it
  work out of the box?
• How much customization is required and at what
  cost?
• How much will consulting cost?
• What is the cost of training your staff?
• How much maintenance is required?
• Etc.

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Where The Dollars Are Spent
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CRM Software Selection
Step 5

• Contact Account Tracking
• Sales Management
• Telemarketing/Telesales
• Customer Service
• Marketing
• Business Intelligence
• Lead Management
• E-commerce

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Top CRM Criteria
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Technology
Step 6

• Rapid Application Development Toolset
• Multi-platform SQL Database Support
• Cross Platform Data Synchronization
• Multi-level Security
• Scalable
• Real-time integration with Other Apps

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Choose a Solutions Partner
Step 7

• Identify Specific Business Requirements
• Train Project Teams
• Design, Document Configure
• Implementation Technical Support
• Roll-Out CRM System
• Provide Ongoing Support

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Implementation Installation
Step 8

• Phase 1 Analysis
• Phase 2 Project Planning
• Phase 3 Configuration
• Phase 4 Prototype
• Phase 5 Pilot
• Phase 6 Implementation Roll-Out
• Phase 7 Ongoing Support

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Ongoing Management of the CRM System
Step 9

• Performance Measurements
• Desired Benefits
• Feedback

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(No Transcript)
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What does GoldMine Offer?

• Affordable solutions that help businesses create
  customers for life!

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GoldMine Product Family
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GoldMine FrontOffice 2000

• Out-of-box CRM
• Complete integration of best-of-breed
  Sales/Marketing and Service/Support applications
• Unified view of all customer information
• Supports entire customer-facing operation
• Vertical solutions
• Extensive third-party integration

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Multiple Access to GoldMine
Everywhere Server
GoldMine
Which one is right for you?
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Q A
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Revolutionize Your Business With CRM