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1
WELCOME
CRM for Manufacturers David Willms Infor Global
Solutions

2
Agenda

• Introduction
• Infor CRM overview
• Demonstration
• Questions, wrap-up

3
Manufacturing Companies

• are different from other
• types of industry segments.

They make what they sell.
4
Manufacturing Characteristics

• Vertically Integrated Business Process
• Design gt Source gt Make gt Sell gt Deliver gt Service
• Complex customer and channel relationships
• Direct sales, inside sales, Dealer Channel, End
  User
• Time-to-Market Pressures
• Channel Management, Resource Planning,
  Fulfillment
• Cost Pressures
• Product Cost, Sales Costs, Admin Costs, Supply
  Chain costs
• Business Visibility
• Globalization, Partnerships, Supply Chain

5
Manufacturing Companies

• Traditional generic CRM has limited value to
  manufacturing companies.
• Additional value comes from an enterprise
  approach that extends CRM beyond sales
  marketing- and service, to include product
  development, supply chain, operations, and
  accounting.

6

• Only by taking on the challenges of integrating
  front and back-office operations can
  manufacturers obtain the competitive advantage
  that is necessary to hold onto and gain market
  position and ultimately- improve financial
  performance
• From The top 10 Sales and Customer Service
  Investments for midmarket manufacturers by Rob
  Johnson AMR research report

7
Typical CRM Benefits - Tactical

• More effective and efficient sales channel.
• Improved Pipeline visibility and forecasting
• Increased sales revenue targeted selling
• Streamline selling process
• Reduced selling expense
• More effective reach with marketing dollars
• Targeted lead generation lead management
• Monitor campaign effectiveness
• More leads per dollar, more closes per lead
• Improve customer service with less costs
• Increased customer retention and repeat sales
• Reduce cost of servicing customers
• Provide added value to your customer

8
Performance Improvement Potential Through CRM

• Improvement Area Potential Amount
• Sales and Marketing Costs 10 - 16 savings
• Customer Service Costs 10 - 16 savings
• Inventory Reduction 5 - 15 savings
• Win Rate 1 - 6 increase
• Revenue 1 - 5 increase
• Quote / Proposal Generation Time 20 - 35
  reduction
• Order Errors 25 - 50 reduction
• Forecast Accuracy 10 - 15 improvement
• from AMR

9
CRM Benefits - Strategic

• Provides tools to help innovate your business .
• Create competitive advantage.
• Accelerate time-to-market.
• Equip the organization to be more agile.
• Create a customer-focused culture.

10
Simplified Manufacturers Customer Lifecycle
Process Flow

Lead
Qualify Develop
Service
Quote / Order
Fulfillment
Ship / Invoice
Complex Processes
information
information
11
Organizational Challenges

• Multiple touch-points, but
• No one owns the customer experience.
• No one sees the entire customer
  life-cycle.

Sales Rep
Sales Mgt.
Marketing
Engineering
Business Partners
Order Processing
Accounting
Customer Service
Distribution
12
Simplified Manufacturers Customer Lifecycle
Process Flow
ERP domain
Lead
Qualify Develop
Service
Quote / Order
Fulfillment
Ship / Invoice
information
information
13
Non Manufacturing / Generic CRM

• Marketing

• Sales

• Service

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Lead
Qualify Develop
Service
Quote / Order
Inventory
Ship / Invoice
information
information
information
14
D-I-Y CRM Integration Costs - good things to
know

• To integrate a generic CRM package with ERP
• 3 to 5 times higher up-front costs
• 25 to 50 higher on-going costs
• Very long time-to-benefit - avg. 18 mos
• High likelihood of project failure

15
Profusion Confusion

• Alphabet soup
• CM (contact management)
• SFA (sales force automation)
• CRM (customer relationship automation)
• Imposters
• Scope
• Manufacturing focus

16
Scope ComparisonCharacteristics
Functional Emphasis

• Customer Relationship Management
• Purpose Strategic
• Scope Enterprise
• Approach Efficiency, Effectiveness,
• Innovation
• Structure Relationships, Hierarchical
• Integration Business Process level

• Integrate all customer touch-points (marketing,
  sales, ordering, fulfillment, settlement,
  customer service)
• Span the entire customer lifecycle, from new lead
  to repeat customer.
• Streamline all customer acquisition retention
  processes complex sales process.
• Performance metrics, analysis - data foundation
  for BI and CVA

• Sales Force Automation
• Purpose Tactical
• Scope Departmental
• Approach Effectiveness
• Structure Contacts / Accounts
• Integration Task level

• Manage sales opportunities
• Track selling activity
• Word merge, spreadsheet reporting
• Information sharing

• Contact Management
• Purpose Tactical
• Scope Worker
• Approach Efficiency
• Structure Contacts
• Integration None

• Track contact names addresses
  electronic Rolodex
• List tasks and to-dos
• Track appointments

17
only Infor CRM
Provides a 360 view of your customer
lifecycle!
Lead
Qualify Develop
Service
Quote / Order
Fulfillment
Ship / Invoice
from lead to repeat customer
information
information
from marketing campaign to cash
18
Complete Visibility

• Infor CRM as an integrated extension of your ERP
  system

• Work with the most accurate and up-to-date
  information
• Provide better and faster customer service
• Have complete visibility of customer touch-points

19
What is Infor CRM?

• Sales
• Instant access to product, customer and prospect
  information
• Track contacts, sales activities, quotes,
  follow-ups
• Visibility to emails, phone notes, service calls,
  etc.
• Work from anywhere
• Sales Management
• Better Pipeline Visibility
• More accurate and timely forecasts
• Standardized selling processes for more effective
  selling
• Management dashboards provide at-a-glance status
  of sales activity.

20
What is Infor CRM?

• Customer Service
• Improved Visibility of all Customer Activity
• Instant access to order shipment information.
• Follow-up and escalation processes
• Track time and resources used in servicing
  customers
• Customer Issue Tracking Faster Resolution
• Knowledge Base accessible to the entire selling
  team and customer self-service

21
What is Infor CRM?

• Marketing
• Track Campaign Effectiveness
• Targeted Lead Generation
• Streamline Lead Distribution Tracking
• Controlled Collateral Distribution
• Easy List Management

22
What is Infor CRM?

• Marketing
• Track Campaign Effectiveness
• Targeted Lead Generation
• Streamline Lead Entry, Distribution Tracking
• Controlled Collateral Distribution
• Easy List Management

23
Infor CRM technical features!

• Familiar, Web browser interface.
• easy to use, easy to learn, easy to adopt
• Single database with easy to configure
  personalize customized detail and list views
  without programming.
• Scalable Turn on functions as you grow.
• Secure personalized see / do only what is
  relevant.
• user, groups
• screens , views
• territories, accounts
• Out-of-the-box integration with
• ERP
• MS Outlook
• MS Word
• MS Excel
• Internet deployment plus work anytime / anywhere
  in un-tethered mode.

24
demonstration

• Lets have a look!

25
Summary

• Manufacturers have unique CRM requirements.
• CRM is NOT just for the sales department.
• It is costly and risky to integrate a generic CRM
  package with manufacturing ERP.
• Infor CRM is the best fit for manufacturing
  companies.

26
Thank You

• To learn more about CRM and other world-class
  business applications, please visit
  www.infor.com
• or contact your Cistech representative