Implementing a Davton CRM system

Size: px
Start display at page:

Download "Implementing a Davton CRM system"

Transcription

1 Implementing a Davton CRM system Summary The implementation of a CRM system is much more than a purely technical project to install and make available the software.there are three elements which must be aligned for a successful Customer Relationship Management project - People Processes Technology The project to manage the change for people and processes is more influential in the success or otherwise of the project than the effective roll-out of the technology. To that end, Davton offers the following overview of the different elements of a CRM project which need to be considered. We hope it is helpful in thinking through some of the wider requirements when implementing a Davton CRM system. The Big Picture CRM is not a technology, it is a journey a business embarks on! It is a strategic (and on-going) process to improve the business s internal processes through effective use of technology. 1. Goals, Objectives and the Business Case Fundamental to the whole process is understanding what the measurable objectives of the project are. The kind of objectives which Davton CRM might help achieve are: Provide a system for assigning, managing and reporting on sales leads Provide a system for logging and finding all customer communications so that x hours a week are saved Enable account managers to respond to communications using and document templates to save time and increase consistency and results Improve the standard of communications sent to customers Enable marketing campaigns to be created and managed in house - and efficiently followed up by the account managers

2 Increase effectiveness of marketing campaigns by allowing effective follow up by the sales team Track sales team metrics so that best practice can be established and implemented, and long term sales trends can be monitored and managed. Provide a system for sales opportunity pipeline management so that the sales team can be more effectively managed and close rate on sales can be increased by X% Allow the sales team to have easy access to marketing information in outlook so that they save x time and are able to increase the number of calls made by y% Reduce the time spent managing s by 30 minutes per day It is important to be clear about the objectives, and where possible not to have too many objectives to start with. Keep it simple, and stay focused on the goal and you are more likely to achieve success at the end of the project. 2. Who owns or sponsors the project? Implementing a CRM project requires that someone is able to smooth the way and take necessary decisions when required. The person needs to be sufficiently senior that they can overrule or mediate when two parties within the project have seemingly conflicting requirements. The seniority required will depend on the size of the company, and the departments involved in the implementation. The sponsor will need to have more than a cursory interest in the project, and should be prepared to be available to resolve difficulties when required. Typically this person will need to be from within the business rather than IT, and is likely to be a senior sales, marketing or operations manager/director. The Processes 1. What are the key processes which will be automated / changed? In order to achieve the goals outlined above, changes will need to be made to the business - and to the processes which are used to conduct the business. Some processes may be formally documented, some may by just dictated by the company culture - its just how we do things round here!. Small changes consistently applied can have a large impact on the effectiveness of an organisation. The kind of processes which might be automated or changed by a Davton CRM implementation might be: Reading, sending, logging and filing s Creating marketing campaigns for personalised and letters Following up marketing campaigns

3 Assigning, tracking and reporting on marketing leads Calling and communicating with sales prospects Recording information in telephone calls and sales meetings Recording information on sales opportunities Measuring and rewarding (remunerating) the sales team Creating and logging sales quotations Requesting pre-sales support from sales support, production planning, other operations teams. Initiating and communicating requirements for customer projects Managing RFP and tender responses Tracking customer requests and sales orders 2. What are the benefits to the organisation of changing these processes? What will be the impact of changing and improving the processes. If the problems are resolved and you achieve the goals you have set, what impact would that have? Measure hypothetical results in terms of reduced costs, increased revenues, time saved for other tasks, customer satisfaction increases, increased lead conversions etc. Typical benefits for a Davton CRM system might include: Each sales person would have time to create 3 additional proposals each week resulting in a 10% increase in sales. Communication and requests between sales and production planning would be clearly visible and measurable so that responses would be turned around in under 24 hours, giving increased customer satisfaction and reduced loss of sales to competitor A. Leads would be followed up in a timely and managed way so that lead conversion is increased from 5% to 7% giving a 40% increase in sales. Marketing would be able to initiate 3 campaigns a month instead of 2, resulting in a 20% increase in leads generated per month. Consider best case and worst case scenarios, and include what happens if you do nothing at all! 3. What are the key issues that will stop us making any changes? Face the truth - acknowledge current challenges. As part of the definition of what needs to be fixed and why - it is important to acknowledge the potential obstacles in the way. Most often these are people issues ( Joe has always done it this way and he won t want to change ), but they can also be about technology, or the impact they may have on other areas of the business.

4 The People - Managing Change We have established that implementing a CRM system is about making changes in the business processes in order to achieve certain business goals. How those changes are managed - and how we help people to make those changes - is the most crucial element of the project. Organisational Change Management is a subject in its own right. John P Kotter s books 'Leading Change' (1995) and 'The Heart Of Change' (2002) provide a classic model for understanding and managing organisational change. His eight step change model can be summarised as: 1. Act with urgency - inspire people to move, make objectives real and relevant. 2. Build the guiding team - assemble a group with enough power to lead the change effort; encourage the group to work as a team 3. Develop a Change Vision - create a vision to help direct the change effort; develop strategies for achieving that vision 4. Communicate for buy-in - Involve as many people as possible, communicate the essentials, simply, and to appeal and respond to people's needs. 5. Empower action - Remove obstacles, enable constructive feedback and lots of support from leaders - reward and recognise progress and achievements. 6. Create short-term wins - Set aims that are easy to achieve - in bite-size chunks. Manageable numbers of initiatives. Finish current stages before starting new ones. 7. Don't let up - Foster and encourage determination and persistence - ongoing change - encourage ongoing progress reporting - highlight achieved and future milestones. 8. Make change stick - Articulate the connections between the new behaviors and organizational success; weave change into culture. (Kotter's eight step model is explained more fully on his website All of Kotter s points are relevant to a CRM implementation project, but two are worth further examination here. 1. What s in it for me? (communicate for buy-in) When it comes to change, very few people will act altruistically for the business - they need to know what s in it for them. Each of the key groups who will be impacted by process changes needs to understand clearly why the changes are necessary, what the positive impact will be on the business, and what the benefit is to them personally. As a part of a presentation of the vision for the overall change, each group should be presented with a view of what the benefits are to the organisation, and what the benefits are to them.

5 2. Consultation and Shaping (empower action, remove obstacles) Each key group should also have a chance to review the process changes and make constructive suggestions for how they can be improved or to point out potential problems which had not been considered. While this needs to be handled carefully, it is a useful stage in winning commitment and support for the project as well as providing valuable corrective input. The Technology 1. The CRM system needs to be able to implement the new processes Fundamentally, the technology needs to be able to manage the required processes and achieve the goals which have been set. It is unlikely that any system will meet all the requirements without any changes or customisation, so the selection process will need to explore how best to achieve the goals with the available technology. 2. Design and Manage your Data Start with the end in mind Your project will need to review both the data you already have on your customers and prospects, together with a template for the data you need to collect in order to achieve your goals. For example, if one of your goals is to be able to create marketing campaigns based on a particular criteria of company, and your data does not consistently track that criteria, then part of the project will be to add that criteria to each of your existing contacts. Cleaning and de-duplication There is a truism - no matter how bad you think your data is - its worse. One aspect of your project will need to be cleaning your existing data and preparing it for the new system. It may be that you are bringing data together from multiple data sources, or even buying fresh data in. The process of cleaning and importing the data will be a key stage in your project - and will take at least twice as long as you initially think. 3. Test and Pilot Any system should go through a pilot phase where a small group of users can use the system for a period, provide constructive feedback, and enable the system to be changed before it is rolled out to the remaining users. For a small 5 user system, this could be one user running the system for a trial period. More usually it should be a formal stage including representatives of each of the key groups involved. For example it could be 3 regional account managers, their sales manager and the marketing

6 co-ordinator using the system together for 1 month, with a review after 2 weeks, and formal feedback at the end of the month. It is important that the pilot users are able to test out the system in terms of how well it helps them to achieve the goals which have been set, as well as how easy it is to use, and how well the training prepares them to use it. Time should be allowed at the end of the pilot project for changes to be made to the system or the processes and re-tested by the pilot group before the system is rolled out to the full group. 4. Training Training is integral to the success of the project. Training needs to include not only the basic which buttons to press and when, but is also a chance to re-inforce the vision of why we are changing, what the benefits will be, and what s in it for me. Training almost always includes a one off event where the system is presented and users have a chance to see and test the system in action, and ask questions. Training also needs to include ongoing support and re-inforcement of the changes required, both in informal settings and potentially in formalised one on one follow up sessions. 5. Review and Improve Once the system has been in use for a short while, it is important to review how it is being used, to measure results, and to make further changes where necessary. A post launch review is a chance to iron out any issues which were not spotted or dealt with earlier, and to discover improvements or changes to the system which have been identified as a result of continued day to day use. Conclusion Implementing a CRM system is more than just rolling out a technology. Understanding what goals are going to be achieved, identifying processes which need to change, and helping people through the changes are at least as important as the technology itself. By paying attention to each of these elements, the people will become more efficient and effective, the business goals can be achieved, and the implementation will be successful. Copyright Davton Ltd

Developing Policies, Protocols and Procedures using Kotter s 8 step Change Management Model

Developing Policies, Protocols and Procedures using Kotter s 8 step Change Management Model 2013 Developing Policies, Protocols and Procedures using Kotter s 8 step Change Management Model Marion Foster Scottish Practice Management Development Network [Pick the date] IMPLEMENTING CHANGE POWERFULLY

More information

Guidelines for CRM Implementation

Guidelines for CRM Implementation Guidelines for CRM Implementation For the Small and Medium Sized Businesses (SMB), the customer really is king. SMBs that do not develop a customer focused sales approach or customer-centric approach,

More information

The New Value of Change Management: Success at Microsoft

The New Value of Change Management: Success at Microsoft The New Value of Change Management: Success at Microsoft by Molly Cooper, Microsoft IT Page 1 of 8 Summary Microsoft recently completed a significant IT transformation effort by replacing the existing

More information

C O N S U L T C O N N E C T - C H A N G E. Does CRM Really Work?

C O N S U L T C O N N E C T - C H A N G E. Does CRM Really Work? C O N S U L T C O N N E C T - C H A N G E Does CRM Really Work? TABLE OF CONTENTS DOES CRM REALLY WORK?... 3 WHY THE RESISTANCE TO CRM?... 3 HOW DO YOU SELL CRM?... 4 CRM IS NOT JUST ABOUT TECHNOLOGY...

More information

Adapting a CRM system for your business

Adapting a CRM system for your business Adapting a CRM system for your business www.pcr-ltd.co.uk 1 PCR Computers Ltd 4 The Pavilions, 31-33 Brighton Road, South Croydon, Surrey CR2 6EB Tel: +44 (0) 208 681 0000 Fax: +44 (0) 208 681 0009 Executive

More information

Change Management. Objectives. 8 Steps of Change. Change Management: How To Achieve A Culture Of Safety. TeamSTEPPS 06.1 Change Management

Change Management. Objectives. 8 Steps of Change. Change Management: How To Achieve A Culture Of Safety. TeamSTEPPS 06.1 Change Management : How To Achieve A Culture Of Safety Objectives Identify and discuss the Eight Steps of Describe the actions required to set the stage for organizational change Identify ways to empower team members to

More information

Part One. Determining and Aligning the CRM Vision: Overview

Part One. Determining and Aligning the CRM Vision: Overview Part One Determining and Aligning the CRM Vision: Overview O V E R V I E W The CRM vision is the starting point in the achievement of performance driven CRM. It directs us to the desired end state and

More information

Key Steps to Implementing a Performance Management Process

Key Steps to Implementing a Performance Management Process Key Steps to Implementing a Performance Management Process COPYRIGHT NOTICE PPA Consulting Pty Ltd (ACN 079 090 547) 2005-2013 You may only use this document for your own personal use or the internal use

More information

Alternative Workplace Implementation As Change Management

Alternative Workplace Implementation As Change Management Alternative Workplace Implementation As Change Management A dozen Federal Agencies joined with five Fortune 200 companies to share the triumphs and frustrations of AWS At a recent workshop in Washington,

More information

Technology Focus: CURO from Time4Advice

Technology Focus: CURO from Time4Advice Insight Innovation Inspiration Technology Focus: CURO from Time4Advice Adviser Business Review editor Rob Kingsbury interviews Roland Rawicz-Szczerbo, sales director of Time4Advice, about CURO the firm

More information

Service Definition Document Microsoft Dynamics CRM Training

Service Definition Document Microsoft Dynamics CRM Training Service Definition Document Microsoft Dynamics CRM Training Date: 1 April 2014 Issued by: Matt Broomhall Head of Sales and Marketing Y: Name Tisski Limited: +44 (0) 203 418 0411 E: matt.broomhall@tisski.com

More information

How To Create An Advocate Marketing Program

How To Create An Advocate Marketing Program the Advocate Marketing PlaybookCREATED BY TOPO PART 1 Your introduction to advocate marketing Detailed playbooks for all things sales and marketing 2013 TOPO Table of Contents Why Advocate Marketing? 3

More information

Appendix 10: Improving the customer experience

Appendix 10: Improving the customer experience Appendix 10: Improving the customer experience Scottish Water is committed to delivering leading customer service to all of our customers. This means we deliver the following activities: We will ensure

More information

MARKETING AUTOMATION: CAMPAIGN PLANNING AGENDA AND CONSIDERATIONS

MARKETING AUTOMATION: CAMPAIGN PLANNING AGENDA AND CONSIDERATIONS MARKETING AUTOMATION: CAMPAIGN PLANNING AGENDA AND CONSIDERATIONS Agenda Introduction, context & objectives 1. Automation for the complex B2B sale a brief introduction to our thinking. 2. Understanding

More information

Knowledge Management Strategy 2011-2014. Version 0.8

Knowledge Management Strategy 2011-2014. Version 0.8 Knowledge Management Strategy 2011-2014 Version 0.8 25 October 2011 1 1. Introduction 1.1 What is knowledge management? Knowledge management is creating, capturing, sharing and using the skills and experience

More information

Successful CRM. Delivered. Prepare for CRM Success. Our How to start right and stay right!

Successful CRM. Delivered. Prepare for CRM Success. Our How to start right and stay right! Successful CRM. Delivered. Prepare for CRM Success Our How to start right and stay right! ConsultCRM: Prepare for CRM Success Introduction ConsultCRM has years of experience in the area of Customer Relationship

More information

customer experiences Delivering exceptional Customer Service Excellence

customer experiences Delivering exceptional Customer Service Excellence Delivering exceptional customer experiences Customer Service QA can work with you to create customer experiences that consistently reflect the aims, values and aspirations of your organisation. Every organisation

More information

Sales and Marketing Alignment

Sales and Marketing Alignment INTRODUCTION TO INTEGRATED MARKETING Sales and Marketing Alignment A company s sales and marketing teams often have a complex, sometimes contentious, relationship. On one hand, both sides realize that

More information

ORACLE CRM ON DEMAND INSURANCE DISTRIBUTION MANAGEMENT SOLUTION

ORACLE CRM ON DEMAND INSURANCE DISTRIBUTION MANAGEMENT SOLUTION ORACLE CRM ON DEMAND INSURANCE DISTRIBUTION MANAGEMENT SOLUTION For many insurance carriers, sales through indirect channels form the largest proportion of their business. However, most carriers do not

More information

CRUSH WHITE PAPER HOW TO BUILD A KILLER STRATEGIC ACCOUNT PLAN. The guide every salesperson needs to read before creating a strategic account plan.

CRUSH WHITE PAPER HOW TO BUILD A KILLER STRATEGIC ACCOUNT PLAN. The guide every salesperson needs to read before creating a strategic account plan. CRUSH WHITE PAPER HOW TO BUILD A KILLER STRATEGIC ACCOUNT PLAN The guide every salesperson needs to read before creating a strategic account plan. CRUSH PAPER: HOW TO BUILD A KILLER STRATEGIC ACCOUNT PLAN!!

More information

35 Examples How Sales Teams Benefit from Microsoft Dynamics CRM

35 Examples How Sales Teams Benefit from Microsoft Dynamics CRM 35 Examples How Sales Teams Benefit from Microsoft Dynamics CRM Achieving Growth Targets 1. Managing Sales Goals Sales teams need to know how they re performing in comparison to their sales goals. Are

More information

The Executive CRM Guide

The Executive CRM Guide The Executive CRM Guide By Ron Jenkins CRM Strategy Consultant The Executive CRM Guide _ Page 2 of 11 Table of Contents Executive Overview... 3 Guide to CRM Success... 4 Step 1 Conduct CRM Workshop...

More information

Elevate Customer Experience and Engagement in the New Digital World

Elevate Customer Experience and Engagement in the New Digital World Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,

More information

Quick guide: Implementing an IT solution

Quick guide: Implementing an IT solution Quick guide: Implementing an IT solution This Quick Guide is part of a series of information products aimed to assist small to medium sized businesses purchasing an Information Technology (IT) solution.

More information

Why don't CRMs work? and how can you buck the trend?! ConversationalCRM - 13 January 2014. WHY DON'T CRMS WORK? - ConversationalCRM

Why don't CRMs work? and how can you buck the trend?! ConversationalCRM - 13 January 2014. WHY DON'T CRMS WORK? - ConversationalCRM Why don't CRMs work? and how can you buck the trend? ConversationalCRM - 13 January 2014 1 Introduction It s a given that CRM is essential to any sales team these days yet very few seem to meet their expectations

More information

How CRM Solves These 5 Business Challenges

How CRM Solves These 5 Business Challenges How CRM Solves These 5 Business Challenges Here are 5 examples to demonstrate why organisations implement Customer Relationship Management strategies, and how professionally implemented CRM systems resolve

More information

How To Manage A Focused Outreach Lead Generation Initiative

How To Manage A Focused Outreach Lead Generation Initiative Focused Outreach Lead Generation to Produce High Quality Leads and Raise Your ROI By Elisa Ciarametaro of Exceed Sales www.exceedsales.com Elisa Ciarametaro and Exceed Sales, Inc. Table of Contents What

More information

The Strategic Management Maturity Model TM

The Strategic Management Maturity Model TM The Strategic Management Maturity Model TM Many Institute clients ask a similar question as they work to improve their strategic management at their organizations: where do we stand compared with other

More information

Digital Marketing Request for Proposal Template. Prepared by

Digital Marketing Request for Proposal Template. Prepared by Digital Marketing Request for Proposal Template Prepared by Company Background Start by giving an introduction to your company. The vendors you re reaching out to probably know little to nothing about

More information

INTRODUCTION TO INTEGRATED MARKETING SALES AND MARKETING ALIGNMENT

INTRODUCTION TO INTEGRATED MARKETING SALES AND MARKETING ALIGNMENT INTRODUCTION TO INTEGRATED MARKETING SALES AND MARKETING ALIGNMENT A company s sales and marketing teams often have a complex, sometimes contentious, relationship. On one hand, both sides realize that

More information

On-Demand CRM Executive Brief

On-Demand CRM Executive Brief On-Demand CRM Executive Brief Five Key Measurements to Monitor Sales Productivity Moving from Art to Science www.tatacommunications.com/enterprise/saas/crm.asp For many, the art of selling is just that

More information

WHITEPAPER IMPROVE YOUR MARKETING AND SALES PERFORMANCES THROUGH OPTIMISED LEAD MANAGEMENT

WHITEPAPER IMPROVE YOUR MARKETING AND SALES PERFORMANCES THROUGH OPTIMISED LEAD MANAGEMENT IMPROVE YOUR MARKETING AND SALES PERFORMANCES THROUGH OPTIMISED LEAD MANAGEMENT 2 ABOUT Why has lead management become so important today for business? Two trends currently reinforce the need to implement

More information

Personalised view of metrics for an instant snapshot of your business. Wizard-Driven Dashboards

Personalised view of metrics for an instant snapshot of your business. Wizard-Driven Dashboards Workflow Automation Build a competitive advantage with automated processes and increased business visibility While the competition struggles with manual processes, queries and reports on customer interactions,

More information

Using Gamification in Reward and Recognition to improve Employee Engagement

Using Gamification in Reward and Recognition to improve Employee Engagement Using Gamification in Reward and Recognition to improve Employee Engagement 02 WHAT IS GAMIFICATION? It is the use of use of game design elements in a non-game context It is a common misconception that

More information

3 Keys to Preparing for CRM Success: Avoid the Pitfalls and Follow Best Practices

3 Keys to Preparing for CRM Success: Avoid the Pitfalls and Follow Best Practices CRM Expert Advisor White Paper 3 Keys to Preparing for CRM Success: Avoid the Pitfalls and Follow Best Practices Ten years ago, when CRM was nascent in the market, companies believed the technology alone

More information

Managing Innovation in Educational Organisations

Managing Innovation in Educational Organisations Managing Innovation in Educational Organisations Andy HOCKLEY Consultant, Hox and Erix srl Miercurea Ciuc, Romania Abstract The purpose of this paper and the talk it references is to look at the idea of

More information

Lead Generation Quickstart Guide

Lead Generation Quickstart Guide Lead Generation Quickstart Guide 1 2 Lead Generation Quickstart Guide Copyright 2014 Mooloop Ltd All Rights Reserved You re welcome to email, tweet, blog, and pass this ebook around. But please don t change

More information

Personalised view of metrics for an instant snapshot of your business. Wizard-Driven Dashboards

Personalised view of metrics for an instant snapshot of your business. Wizard-Driven Dashboards Workflow Automation Build a competitive advantage with automated processes and increased business visibility While the competition struggles with manual processes, queries and reports on customer interactions,

More information

Minimise Your Top 5 Operating Risks with CRM

Minimise Your Top 5 Operating Risks with CRM Minimise Your Top 5 Operating Risks with CRM You might have thought that the Customer Relationship Management (CRM) is simply a sales or marketing tool, but CRM can also help you deal with the broader

More information

An integrated and preconfigured CRM solution especially designed to help small businesses improve sales, marketing and other key processes.

An integrated and preconfigured CRM solution especially designed to help small businesses improve sales, marketing and other key processes. An integrated and preconfigured CRM solution especially designed to help small businesses improve sales, marketing and other key processes. Quick and easy to implement and with no upfront costs, Rapid

More information

WHITE PAPER. 7 Keys to. successful. Organizational Change Management. Why Your CRM Program Needs Change Management and Tips for Getting Started

WHITE PAPER. 7 Keys to. successful. Organizational Change Management. Why Your CRM Program Needs Change Management and Tips for Getting Started 7 Keys to successful Organizational Change Management Why Your CRM Program Needs Change Management and Tips for Getting Started CONTENTS 2 Executive Summary 3 7 Keys to a Comprehensive Change Management

More information

Sage CRM. Communicate, Collaborate, Compete with Sage CRM

Sage CRM. Communicate, Collaborate, Compete with Sage CRM Sage CRM Communicate, Collaborate, Compete with Sage CRM FEATURES AT-A-GLANCE FOR ALL USERS Easy to use with fresh look and feel Fully customisable interactive dashboard End-user personalisation of interface

More information

Systematizing selling: applying a framework for a more effective sales force

Systematizing selling: applying a framework for a more effective sales force Article Systematizing selling: applying a framework for a more effective sales force 34 Volume 5 Issue 2 Getting people to part with their cash in these tough economic times is hard enough for successful

More information

White Paper Build A Change Management Office

White Paper Build A Change Management Office Building Change Capability We make it happen. Better. White Paper Build A Change Management Office 9 Steps to Make Your Change Efforts Stick May 2014 Better Change Management Developing a Change Management

More information

WHAT A MARKETING MANAGER NEEDS TO KNOW. WHEN PLANNING FOR AN EXHIBITION

WHAT A MARKETING MANAGER NEEDS TO KNOW. WHEN PLANNING FOR AN EXHIBITION WHAT A MARKETING MANAGER NEEDS TO KNOW. WHEN PLANNING FOR AN EXHIBITION Welcome I knew that, but I didn t know this. This document is designed for marketing managers who are familiar with the strategies

More information

Managing Customer Relationships with SAP Business One

Managing Customer Relationships with SAP Business One SAP Brief SAP s for Small Businesses and Midsize Companies SAP Business One Objectives Managing Customer Relationships with SAP Business One Win new customers and forge better relationships Win new customers

More information

LOST YOUR CRM DIRECTION?

LOST YOUR CRM DIRECTION? LOST YOUR CRM DIRECTION? THIS 5-STEP ROADMAP CAN HELP The better an organisation understands its customers and their needs and their expectations, the greater opportunity it has to satisfy those needs

More information

setup and provide drill-down capabilities to view further details on metrics and dynamic updates for a real-time view of your business conditions.

setup and provide drill-down capabilities to view further details on metrics and dynamic updates for a real-time view of your business conditions. Workflow Automation Build a competitive advantage with automated processes and increased business visibility While the competition struggles with manual processes, queries and reports on customer interactions,

More information

Profitingfrom CustomerExperience:

Profitingfrom CustomerExperience: ACLICKTOOLSWHITEPAPER Profitingfrom CustomerExperience: WhyAnEasyCustomerJourneyMakesEasyMoney ByDavidJackson, ClicktoolsCEO Page 2 Profiting from Customer Experience: Why An Easy Customer Journey Makes

More information

Cloud CRM. Scalable solutions for enterprise deployment

Cloud CRM. Scalable solutions for enterprise deployment Cloud CRM Scalable solutions for enterprise deployment Simplicity in a complex world Finding, attracting, winning and retaining customers is the lifeblood of every business. But building a scalable, integrated

More information

Key Steps to Implementing Performance Management

Key Steps to Implementing Performance Management Key Steps to Implementing Performance Management Key Steps to Implementing Performance Management COPYRIGHT NOTICE PPA Consulting Pty Ltd (ACN 079 090 547) 2005-2013 You may only use this document for

More information

Business Performance Delivered. 10 Steps to Achieving Success with Salesforce.com SHIFTING FROM CRM ADOPTION TO CRM ADDICTION

Business Performance Delivered. 10 Steps to Achieving Success with Salesforce.com SHIFTING FROM CRM ADOPTION TO CRM ADDICTION Business Performance Delivered 10 Steps to Achieving Success with Salesforce.com SHIFTING FROM CRM ADOPTION TO CRM ADDICTION Revenue 10 Steps to Achieving Success with Salesforce.com Shifting from CRM

More information

CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES

CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES Chapter 1: Introduction to CRM Selected definitions of CRM 1 CRM is an information industry term for methodologies, software, and usually Internet

More information

Email Marketing Strategy Guide NewZapp.co.uk - 2007. Introduction. Where are you now?

Email Marketing Strategy Guide NewZapp.co.uk - 2007. Introduction. Where are you now? Email Marketing Strategy Guide NewZapp.co.uk - 2007 Introduction In recent years Email Marketing has seen huge growth in the UK and worldwide. In this document we ll look at the key areas of an Email Marketing

More information

2 Day In House Demand Planning & Forecasting Training Outline

2 Day In House Demand Planning & Forecasting Training Outline 2 Day In House Demand Planning & Forecasting Training Outline On-site Corporate Training at Your Company's Convenience! For further information or to schedule IBF s corporate training at your company,

More information

Change Management model implementation guide

Change Management model implementation guide Change Management model implementation guide The rate of change is not going to slow down anytime soon. If anything, competition in most industries will probably speed up even more in the next few decades

More information

DELIVERING EXCEPTIONAL CUSTOMER CARE

DELIVERING EXCEPTIONAL CUSTOMER CARE REAL WORLD SCENARIOS Volume 1 Cases 1-4 DELIVERING EXCEPTIONAL CUSTOMER CARE WINNING THE HEARTS OF YOUR CUSTOMERS BUILDing THE FOUNDATION STREAMLINing SUPPORT CASES GAINing A COMPETITIVE ADVANTAGE knowing

More information

How To Succeed With A Customer Relationship Management

How To Succeed With A Customer Relationship Management WHITE PAPER CRM A SUCCESSFUL BUSINESS STRATEGY 1 White Paper CRM a successful business strategy IN THIS WHITE PAPER CRM a successful business strategy by Zync Customer Management AB This document is guide

More information

EMPLOYING BUSINESS ANALYTICS TO ACHIEVE BETTER SALES RESULTS FOR YOUR LEGAL FIRM

EMPLOYING BUSINESS ANALYTICS TO ACHIEVE BETTER SALES RESULTS FOR YOUR LEGAL FIRM EMPLOYING BUSINESS ANALYTICS TO ACHIEVE BETTER SALES RESULTS FOR YOUR LEGAL FIRM David Ricketts and Carrie Morgan 2015 C24 Ltd INTRODUCTION Business generation and customer acquisition is changing within

More information

Kotters Eight Steps of Change

Kotters Eight Steps of Change We are often asked the question, What should I do to improve our staff engagement? Culture change is a difficult task to achieve for any leader. Leaders we work with to help transform their organizational

More information

TravelCRM The complete CRM solution for Tour Operators

TravelCRM The complete CRM solution for Tour Operators TravelCRM The complete CRM solution for Tour Operators TravelCRM is the complete CRM solution for Tour Operators. Using the latest version of Microsoft Dynamics CRM as the platform, TravelCRM provides

More information

NAB Enterprise Change

NAB Enterprise Change Change@NAB Methodology LENA ROSS October 2014 What we ve done GOVERNANCE FORUM ESTABLISHED ENTERPRISE SOCIAL NETWORK And...it s an ongoing journey! CONTINUOUS IMPROVEMENT SEP 2013 CHANGE@NAB ROLLOUT CENTRAL

More information

How important is workplace cultural change and how do you go about driving it?

How important is workplace cultural change and how do you go about driving it? Group Member Poll How important is workplace cultural change and how do you go about driving it? The HR professional s role is increasingly to take responsibility for the continual reshaping of the enterprise

More information

15 Principles of Project Management Success

15 Principles of Project Management Success 15 Principles of Project Management Success Project management knowledge, tools and processes are not enough to make your project succeed. You need to get away from your desk and get your hands dirty.

More information

Data Quality; is this the key to driving value out of your investment in SAP? Data Quality; is this the key to

Data Quality; is this the key to driving value out of your investment in SAP? Data Quality; is this the key to Driving Whitby Whitby value Partners Partners from Business Driving Intelligence value from Business Business Intelligence Intelligence Whitby Partners 78 York Street London W1H 1DP UK Tel: +44 (0) 207

More information

The CFO leads cultural transformation and acts as a guiding light for the whole organization.

The CFO leads cultural transformation and acts as a guiding light for the whole organization. TELSTRA CASE STUDY The CFO leads cultural transformation and acts as a guiding light for the whole organization. I set out to transform the Finance Group into a support group that would create new value,

More information

Customer Journey Mapping

Customer Journey Mapping Customer Journey Mapping John Sabatino, CEO, TMI Australia Pty Ltd Native American Indian proverb quotes To understand the man you must first walk a mile in his moccasins. What is a Customer Journey Map?

More information

Change. Management: The Elephant In. The Room!

Change. Management: The Elephant In. The Room! Change Management: The Elephant In The Room! What Is Change Management? 1) Defining and instilling new values, attitudes, norms, and behaviors within an organization that support new ways of doing work

More information

A dedicated CRM solution which helps you to place your customers at the centre of your business.

A dedicated CRM solution which helps you to place your customers at the centre of your business. MICROSOFT DYNAMICS CRM A dedicated CRM solution which helps you to place your customers at the centre of your business. Increase customer retention, productivity and revenue with this fully-integrated

More information

How To Handle Social Media With Customer Service

How To Handle Social Media With Customer Service Social Media: Guide for Building a Support Strategy Sponsored By: 201 Service Takes on the Social Media Challenge Few phenomena have generated as much interest and hype over the last several years as social

More information

Kotter's 8-Step Change Model

Kotter's 8-Step Change Model Kotter's 8-Step Change Model Implementing change powerfully and successfully Change is the only constant. - Heraclitus, Greek philosopher What was true more than two thousand years ago is just as true

More information

CRM and Your Business. A Jargon-Free Guide to How CRM Can Help Your Business

CRM and Your Business. A Jargon-Free Guide to How CRM Can Help Your Business CRM and Your Business A Jargon-Free Guide to How CRM Can Help Your Business CRM and Your Business CRM, Customer Relationship Management, and more particularly the technologies involved in delivering it

More information

Maximizing Customer Retention: A Blueprint for Successful Contact Centers

Maximizing Customer Retention: A Blueprint for Successful Contact Centers Maximizing Customer Retention: A Blueprint for Successful Contact Centers Sponsored by Table of Contents Executive Summary...1 Creating Loyal Customers: A Critical Company Goal...1 Causes of Customer Attrition...2

More information

DSM Expands Sales with CRM Tool, While Saving One Day a Week Per Sales Executive

DSM Expands Sales with CRM Tool, While Saving One Day a Week Per Sales Executive Microsoft Dynamics Customer Solution Case Study Expands Sales with CRM Tool, While Saving One Day a Week Per Sales Executive Overview Country or Region: The Netherlands Industry: Life sciences Customer

More information

EXERCISE 1: HR System Implementation

EXERCISE 1: HR System Implementation EXERCISE 1: HR System Implementation You have been asked to step in and lead a new HR system implementation project eight months prior to its launch date. The project previously had no Project Manager

More information

Lead Management CRM Marketing Automation Powerful. Affordable. Intuitive. gold-vision

Lead Management CRM Marketing Automation Powerful. Affordable. Intuitive. gold-vision Unify your communications with Gold-Vision, a fully featured CRM solution with customer Contact, Sales, Marketing, Projects and Events. Gold-Vision stands out from the crowd with interactive dashboard

More information

INTEGRATED MARKETING PLATFORM

INTEGRATED MARKETING PLATFORM Please feel free to contact me for a chat or to arrange a meeting. Gary Howard T. +44 (0) 2074 626 161 M. +44 (0) 7973 304 459 E. Gary.Howard@tangentsnowball.com Tangent Snowball 84-86, Great Portland

More information

CRM Know How In Practice. Transition and change management. Best Practice Guide 01

CRM Know How In Practice. Transition and change management. Best Practice Guide 01 CRM Know How In Practice Transition and change management Best Practice Guide 01 02 Best Practice Guide CRM Know How In Practice Transition and change management In This Guide 02 Introduction: Why CRM?

More information

Leadership, Attitude, Performance...making learning pay!

Leadership, Attitude, Performance...making learning pay! AP Leadership, Attitude, Performance...making learning pay! Customer Relations LAP 2 Performance Indicator: CR:016 Know When to Hold Em Nature of Customer Relationship Management Built to last Keep em

More information

CREATING EFFECTIVE EMAIL MARKETING CAMPAIGNS TO GROW YOUR BUSINESS.

CREATING EFFECTIVE EMAIL MARKETING CAMPAIGNS TO GROW YOUR BUSINESS. How to guide CREATING EFFECTIVE EMAIL MARKETING CAMPAIGNS TO GROW YOUR BUSINESS. So, by the time you re reading this handy how to guide on creating effective email campaigns to grow your business you will

More information

Gamification for Enhanced Sales Performance

Gamification for Enhanced Sales Performance Gamification for Enhanced Sales Performance Executive Summary Engaged Enterprise is a new term used to describe today s leading-edge companies that are successfully and actively engaging every aspect of

More information

Informatica Project Rightsize

Informatica Project Rightsize Informatica Project Rightsize Strategy to Revenue Marketing Case Study Screen shots of video presenter and interviews Business Needs Informatica is a large organization born out of a number of strategic

More information

MARKETING AUTOMATION: HOW TO UNLOCK THE VALUE OF YOUR CRM DATA

MARKETING AUTOMATION: HOW TO UNLOCK THE VALUE OF YOUR CRM DATA : HOW TO UNLOCK THE VALUE OF YOUR CRM DATA Kynetix Technology Group Introduction People who remember using a Rolodex to keep track of their clients consigned this little piece of history to the back of

More information

Dive Deeper into Your Sales Metrics: 4 Ways to Discover Hidden Sales Treasure. Rich Berkman Qvidian

Dive Deeper into Your Sales Metrics: 4 Ways to Discover Hidden Sales Treasure. Rich Berkman Qvidian Dive Deeper into Your Sales Metrics: 4 Ways to Discover Hidden Sales Treasure 2 What you can t see may be killing your sales. It s time to uncover what your current measurements won t show you. If you

More information

WHITEPAPER MARKETING COMMUNICATION AND CRM

WHITEPAPER MARKETING COMMUNICATION AND CRM WHITEPAPER MARKETING COMMUNICATION AND CRM WHITEPAPER MARKETING COMMUNICATION AND CRM 2 ABOUT Nowadays, it is essential for a company to have a defined and efficient marketing strategy. Implementing such

More information

The Fred Factor EQUITY CONTINUING EDUCATION SERIES. Customer Relationship Management

The Fred Factor EQUITY CONTINUING EDUCATION SERIES. Customer Relationship Management The Fred Factor EQUITY CONTINUING EDUCATION SERIES Customer Relationship Management What is CRM? CRM stands for Customer Relationship Management. It is a strategy used to learn more about customers needs

More information

How to Succeed. Marketing Automation. A Change Management Lesson Plan. with

How to Succeed. Marketing Automation. A Change Management Lesson Plan. with How to Succeed with Marketing Automation A Change Management Lesson Plan 1 Introduction Implementing a marketing automation solution is just the beginning to achieving marketing greatness. You need to

More information

CHANGE MANAGEMENT HOW TO ACHIEVE A CULTURE OF SAFETY

CHANGE MANAGEMENT HOW TO ACHIEVE A CULTURE OF SAFETY CHANGE MANAGEMENT HOW TO ACHIEVE A CULTURE OF SAFETY Change Objectives Identify the Eight Steps of Change using Kotter s Model for change within your organization Discuss other change management models

More information

Internship Guide. Get Started

Internship Guide. Get Started Internship Guide This guide provides a roadmap for any company, no matter the size of the business or the industry. Whether you re just getting started or already have an internship program that you want

More information

Client Communication Portal Project

Client Communication Portal Project Client Communication Portal Project In 2014 Sunnyfield was awarded a grant by the Organisation Transition Fund to develop a Client Communication Portal. The aim of the project was to enhance person centred

More information

5 Steps. to prioritising your CRM requirements

5 Steps. to prioritising your CRM requirements 5 Steps to prioritising your CRM requirements Identifica gli obiettivi della organizzazione Review one year and five year plans and go through your SWOT (strengths, weaknesses, opportunities, and threats)

More information

The Top 10 Reasons CRM Projects Fail

The Top 10 Reasons CRM Projects Fail White Paper The Top 10 Reasons CRM Projects Fail Business solutions through information technology Entire contents 2004 by CGI Group Inc. All rights reserved. Reproduction of this publication in any form

More information

A Guide To Using CIS CRM

A Guide To Using CIS CRM A Guide To Using CIS CRM The Principles of Using CIS CRM THE PRINCIPLES OF USING CIS ONLINE CRM functionality gives you the tools to track and manage all of your CIS project leads whether you are a manager,

More information

Four Keys to Cultivating a Winning AR for Sales Programme

Four Keys to Cultivating a Winning AR for Sales Programme Four Keys to Cultivating a Winning AR for Sales Programme Industry analysts wield incredible influence on the IT purchasing cycle within many enterprises. Analysts directly engage with IT and business

More information

Future Leaders Programme

Future Leaders Programme Future Leaders Programme LEADERSHIP DEVELOPMENT 1 Message from the Vice-Chancellor Dear colleagues, we have developed a radical, ambitious and achievable Vision for our future. Achieving this Vision requires

More information

Transforming Whitehall departments

Transforming Whitehall departments Transforming Whitehall departments Evaluation methodology Tom Gash, Julian McCrae and Jonathan McClory June 2011 The Institute s work with several departments on transformation has lead to the development

More information

Companies that use a demand generation technology reported 181% higher average close rates.

Companies that use a demand generation technology reported 181% higher average close rates. Companies that use a demand generation technology reported 181% higher average close rates. 5 Five Core Principles for Empowering Sales Reps with Demand Generation Tools The crisis in the financial market

More information

10 Steps to a Successful Digital Asset Management Implementation by SrIkAnth raghavan, DIrector, ProDuct MAnAgeMent

10 Steps to a Successful Digital Asset Management Implementation by SrIkAnth raghavan, DIrector, ProDuct MAnAgeMent m a y 2 0 1 2 10 Steps to a Successful Digital Asset Management Implementation Strategies and Best Practices Implementing and deploying enterprise solutions across the organization can be complex, involving

More information

Organisational Change Management

Organisational Change Management Organisational Change Management The only thing that is constant is change in your business, your market, your competitors, and your technology. Remaining competitive and responsive to your customers and

More information

Best Practice for a Successful Talent Management Technology Implementation

Best Practice for a Successful Talent Management Technology Implementation Best Practice for a Successful Talent Management Technology Implementation Contents 1 How to Prepare 2 Document Your Current Process 3 Replicate vs. Reinvent 4 Consider Employee Impact 5 Gather Your Data

More information