Customer Relationship Management

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Anabel Campbell
8 years ago
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1 Customer Relationship Management Don Wiid Contact Edge CRM

2 You will be: Able to spot business problems as a result of the absence / under-utilisation of CRM Confident about evaluating and selecting a CRM system Contact Edge CRM

3 First session What goes wrong in the absence of CRM Discussion groups Case study Contact Edge CRM

4 First session What goes wrong in the absence of CRM Discussion groups Case study Break Second Session Criteria for choosing a system Success factors Demo of Workbooks CRM Contact Edge CRM

11 Think about processes and systems in your business. Contact Edge CRM

12 Think about processes and systems in your business. Think of the customer journey Contact Edge CRM

13 Think about processes and systems in your business. Think of the customer journey What systems are you using to: Record customer and prospect data Record interactions with customers Contact Edge CRM

14 Process Phone messages Track sales Track stock System Post-it notes Excel Bespoke database Contact Edge CRM

15 Think about processes and systems in your business. Think of the customer journey What systems are you using to: Record customer and prospect data Record interactions with customers Process Phone messages Track sales Track stock System Post-it notes Excel Bespoke database Contact Edge CRM

customer and prospect data Record interactions with customers Process

17 Process System Impact Ease Total Phone messages Post-it notes Track sales Excel Track stock Bespoke database If you switched a process to CRM What will the impact on the business be? How easy is it to implement? Contact Edge CRM

5 2 7 If you switched a process to CRM What will the impact on

18 First session What goes wrong in the absence of CRM Discussion groups Case study Break Second Session Criteria for choosing a system Success factors Demo of Workbooks CRM Contact Edge CRM

20 Business Overview 5 people and growing fast One-off interventions, e.g. assessments, accidents Re-sell online asbestos training Provide health and safety support packages (Bronze, Silver, Gold) Contact Edge CRM

21 Systemised, Lean principles Financial: GoCardless, Xero accounts Contact Edge CRM

22 Systemised, Lean principles Financial: GoCardless, Xero accounts Contact Edge CRM

23 Systemised, Lean principles Financial: GoCardless, Xero accounts Process: Whiteboards and MagicCharts Contact Edge CRM

24 Systemised, Lean principles Financial: GoCardless, Xero accounts Process: Whiteboards and MagicCharts Using VTiger CRM Contact Edge CRM

25 Systemised, Lean principles Financial: GoCardless, Xero accounts Process: Whiteboards and MagicCharts Using VTiger CRM Spreadsheets to fill in the gaps Contact Edge CRM

32 Import

40 First session What goes wrong in the absence of CRM Discussion groups Case study Second Session Criteria for choosing a system Success factors Demo of Workbooks CRM Contact Edge CRM

43 96 % Prefer a cloud-based CRM Contact Edge CRM

44 1 + 1 = 2

46 Integration CRM Contact Edge CRM

51 Cloud vs. On-Premises deployment Ease of use integration Capability Contact Edge CRM

52 Market Presence Contact Edge CRM Satisfaction

53 Market Presence Contenders Leaders Niche High Performers Contact Edge CRM Satisfaction

54 Market Presence Contenders Leaders Niche High Performers Contact Edge CRM Satisfaction

56 1 + 1 = 2

57 1 + 1 = 2

58 1 + 1 = 2

61 Orion House 14 Barn Hill Stamford Lincs PE9 2AE W: E: T: Contact Edge CRM

63 Orion House 14 Barn Hill Stamford Lincs PE9 2AE W: E: T: Contact Edge CRM

Don t put it off! Five reasons why you shouldn t defer

1 Don t put it off! Five reasons why you shouldn t defer your CRM project Don t put it off! Five reasons why you shouldn t defer your CRM project 85% 25-30% Here s a frank disclosure: many businesses that