Customer Relationship Management - a strategic approach

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1 Sage CRM Solutions

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3 Customer Relationship Management - a strategic approach Managing interactions with prospects and customers effectively and profitably is a fundamental part of business. Success depends on having a company-wide strategy that involves every part of the organisation from marketing and sales through to service, support and beyond, working together to give one holistic view of each customer in real time. An effective customer relationship management strategy will ensure that all your people, your processes, and your technology work together to increase your profitability and reduce your operational costs. 3

4 A solution built around your business Robust, scalable and flexible, our customer relationship management (CRM) solutions provide you with a complete view of customer interactions across marketing, sales, customer service, and support. Sage CRM solutions support effective marketing campaigns, sales pipeline management, and the delivery of outstanding customer service. They make it possible for you to effectively target prospects and build strong relationships with customers. Driving efficiency through the automation of marketing, sales, and customer service and support operations, you can provide your people with the data and processes they need, and ensure that everyone is working from the same information Your CRM Your Choice With a Sage CRM solution, you can choose exactly how you want to deploy your system whether it s to be hosted, on premise or in the cloud and be secure in the knowledge that as your business grows and changes so too can your system and deployment choice. With a range of flexible payment options to fit your business requirements and financial preferences, from a price per user per month to outright purchase, you can be sure that there is a Sage CRM solution to suit you. Easy to use and fast to deploy, our solutions can be tailored to match your individual business needs, helping you to streamline processes. Whether you operate at a single site or want access to vital customer information on the move we can support your needs, via a wide range of devices. 4

5 Put customers at the centre Creating a single source of information about prospects and customers delivers a wide range of benefits. It becomes possible to eliminate the duplication of information across multiple departments - customers and prospects only need to provide information once for it to be available to anyone who may interact with them. This centralised data source also allows you to leverage further revenue opportunities within your current customers. Based on past behaviour you can identify who is most likely to buy which products or services and why. This helps to ensure that your sales, marketing and customer services resources are being used to maximum effect. Integrate your entire business Providing total visibility and control across your business, Sage CRM solutions can also access data from other front and back office solutions you may be using. Extending process and information integration even further across your business, you can offer a consistent face to everyone with whom you interact. Sage CRM solutions integrate with key social media applications to enable users to engage with prospects and customers in a collaborative manner in order to generate leads, foster loyalty, build customer retention and increase revenue. Increasing company-wide awareness of your customers needs, our solutions can also help identify improvements in both product development and service delivery. Highlighting where things have gone wrong in the past, and why, you can reduce the costs associated with marketing, sales and support while also helping to deliver a superior customer experience. 5

6 Know what s going on Understanding what drives your business is the key to revenue growth and improving profitability. Sage CRM solutions support your ability to make strategic decisions about your business. With real-time access to vital information, you can base your decisions on a deep understanding of what is really going on. By identifying and categorising your most profitable customers, you can understand their priorities and how much they cost you to sell to and to keep. Helping to drive productivity across the entire organisation, Sage CRM solutions can give you the information you need to protect margins, while reducing your cost of sale, customer attrition, and administration costs. Involve everyone Perhaps more than any other technology solution, CRM depends upon everyone using the system. Ease of access and of use is therefore of paramount importance. Interactive dashboards revolutionise the way users interact with your company s data. These workspaces, designed for each individual user based on their specific role, make it easy for everyone to get to the information and processes they need. Work flows faster through your business, process bottlenecks are eliminated, and the possibility for error is reduced. The information your people have access to may come from within the CRM solution, from external websites or from integrated systems. Displayed in real-time, each user has access to what they need without having to switch screens, driving productivity and ensuring that everyone can make the most efficient use of their time. 6

7 In the office, or on the road Many of your staff may be office based, but increasingly more and more people need access to information when away from the office. Sage CRM solutions give you the freedom to choose the solution that best fits your business requirements. Whether you prefer an implementation at your own premises or one that is hosted in the cloud, your people will have always on and always available access to prospect and customer information, whether they are in the office, at home, or on the road. Our mobile solutions are available across a wide range of popular mobile devices including BlackBerry and iphone. 7

8 Increase productivity Through powerful workflow engines, Sage CRM solutions drive organisation-wide, straight-through business process automation. Thanks to ERP integration capabilities, the solutions deliver a 360 degree view of both customers and the business across the front- and backoffice, creating deeper customer and business performance insight. Powerful process automation capabilities mean that you can customise and automate business rules and processes, ensuring that you adhere to best practice across your entire organisation. It is possible to create simple single-step processes, for example routing leads to the most appropriate salesperson based on territory. Alternatively you can create sophisticated interactive processes with multiple steps and stages which will automatically route processes depending, for example, on the type of customer, the products or services being used or any other conditional criteria. Individuals will be prompted to complete activities relating to any process ensuring all the steps are followed. By simplifying the marketing, sales, and customer service and support processes, your people are freed from many mundane administrative tasks, giving them more time to do the things that really add value to your business - building valuable customer relationships. Create your own flexible solution, quickly Building on our many years experience we have created solutions that can meet the needs of many businesses out of the box, but we also know that every business gains its competitive edge through its unique ways of doing things. Our CRM solutions are therefore highly flexible, and can be easily configured and customised to meet your specific business requirements, so that you can run your business your way. We provide predefined reports and templates that will meet the majority of your needs, so that you can quickly begin to get the benefit of your new software. In addition a highly configurable report designer lets you create reports and documents that match your exact needs, and amend them as you wish. Quick to install and easy to use, you can be up and running within a matter of days and with minimum disruption to your day-to-day business, so that you see a speedy return on your investment while keeping the total cost of ownership low. 8

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10 Deliver highly effective marketing campaigns Bringing in new leads, managing your budget wisely, tracking marketing campaign ROI, and creating effective messaging that resonates with customers are top challenges for marketing professionals. With Sage CRM solutions you ll be empowered to create and track campaigns that deliver on your strategic marketing plan. 10

11 Identify and target the right people An invaluable tool for marketers, Sage CRM solutions help you to plan, execute, and measure the success of marketing campaigns. It becomes much easier to get the right messages to the right people at the right time, eliminating guesswork, and making the best use of your marketing resources. Plan The more highly targeted your messages are, the more successful your campaigns will be. Sage CRM solutions make it easier to target campaigns by providing your marketing team with detailed information drawn from across your business. Financial profiling, order information and the purchase history of customers, plus special interests and demographics can all be used to help create detailed profiles of customers and prospects for more highly targeted campaign planning. Execute With the power to create your own campaign lists or import mail house lists, you can create campaign templates and execute campaigns more effectively. Your team can drill down to specific activities including communications, opportunities, and responses, effectively managing and tracking the exact marketing messages received by a specific target, for every element of every marketing campaign. With Sage E-marketing, your team can create marketing campaigns quickly and easily, automatically delivering communications to the right people at the right time for maximum impact. Measure Providing you with meaningful campaign analysis and the ability to track the success of your campaigns with pin-point accuracy, you can generate accurate return on investment calculations. With instant and easy access to the status of each campaign you can keep track of your ongoing return on investment. 11

12 Make the most of sales opportunities By providing your sales team with a single source of information they are able to achieve their targets more effectively and efficiently. This single view means that your sales team can identify sales opportunities from within your customer database, so that they can make the most of cross- and upselling opportunities. Coupled with automated workflow and pipeline management capability, your sales team can progress sales opportunities quickly and efficiently, while ensuring that data is effectively shared and can be accessed by anyone that needs it. 12

13 Spotting opportunities In depth sales analysis ensures that your sales efforts are directed towards the deals that will be most profitable to you, and which you are most likely to win. The ability to direct leads to the salesperson best qualified to assist based on their skills, knowledge, or territory enables better time management. And you can give your sales team access to information about their pipeline and opportunities whether they are in the office or on the move. Supporting selling skills However skilled your sales people, it s important that they are talking to the right people at the right time about the right thing. Simplicity and control With powerful, on demand reporting you can be sure that you will always know what is going on. You gain valuable insights into the effectiveness of your teams and the specific skills of individual sales people. By having a single view of your data you can ensure that you never lose sight of an opportunity, and you don t have to depend on individual salespeople to keep their own records. This also decreases the administrative overhead on your salespeople giving them, and you, a single shared view of the sales situation, and leaving them free to focus all their efforts on selling. By creating a structured process flow that everyone can follow, your team can access all the information they need at a glance, dealing with what they need to, when they need to. With instant access to calendars, account information, sales reports, pipeline information, sales contacts and call lists your sales people are free to focus on their primary task - selling to customers. 13

14 Deliver excellent Customer Service Getting a new customer is only the beginning of what will hopefully be a long and profitable relationship. But keeping customers in the long term means looking after their needs and ensuring they get what they want from you when they want it. Sage CRM solutions give you the tools you need to provide high quality customer care and maintain satisfied customers. It helps you to make every customer interaction more informative, more effective, and more profitable. 14

15 Managing the process The integrated nature of Sage CRM solutions means that your customer service team has access to vital information, including financial and commercial data. It s also possible to define business processes, track cases and solutions, so that your team can resolve customer issues effortlessly, and you can see what works, what doesn t, and create best practice. Escalation procedures and workflows can be built in to ensure that no task is overlooked, pushing information to the people that need it in your organisation. 24/7 service A self-service web portal and an automated management service means that you can offer round the clock customer service. Improving productivity and giving your staff more opportunities to communicate more effectively with your customers, you can achieve greater customer collaboration, matching your services to their needs. This level of self service frees your people up to focus more of their time on maximising customer satisfaction and driving customer loyalty, letting you grow your business while also delivering best practice customer service. Automating and streamlining your customer service operations allows you to reduce resolution time, and increase customer satisfaction, leading to greater customer retention. 15

16 Sage CRM A web-based CRM solution, Sage CRM is quick to deploy and available on-demand or implemented at your site. With the ability to migrate easily from one option to the other you can grow your system as your needs grow or change. An award-winning solution, it manages every aspect of your customer interactions, giving you powerful insight into your business and staff performance. It will help you to work more efficiently, revolutionising both your team s time management and your business. 16

17 Sage SalesLogix Another award-winning CRM system, Sage SalesLogix is designed to help medium and larger organisations acquire, retain, and develop profitable customer relationships. Delivering integrated and robust sales, marketing, customer service and support automation tools it also has advanced customisation capabilities. Available either on premise or in the cloud and accessible both in the workplace and in the field via the Windows Client, the Web Client or Mobile Client, online and offline, it can quickly make a positive difference to your business, yielding a high return on your investment. 17

18 Sage - partnering business for over a quarter of a century Since it began with a conversation between four people in a pub over a quarter of a century ago, Sage has grown into a FTSE 100 listed company with nearly 15,000 employees and 6.4 million customers worldwide. Growing with our customers As we have grown, so have our customers. Over a third of the FTSE 100 use Sage products to support their businesses, and in every UK postcode area, there are companies of all types and sizes using one of our business solutions. Globally, our CRM solutions help 3.5 million users forge stronger customer relationships. 18

19 All about business We only provide business focused software solutions - it s where our expertise lies and 100% of our revenue comes from selling and supporting business solutions. We know how vital the smooth running of these solutions is to our customers, which is why we have developed local support networks in every operating region, allowing us to ensure we fully understand every customer s business requirements. Putting our customers first We live and breathe business every day, and our customers are the driving force behind everything we do. We regularly involve them in workshops to determine the future of our solutions. Through our people, our business software, our services, and our partners, we are passionate about helping businesses of all sizes achieve their ambitions. Helping to manage the day-to-day practicalities of running a business, our solutions support growth and change, so that our customers can do business the way they want, now and in the future. Working with our customers To support you through the process of implementing your solution you have access to both our own team of experts and those of our highly experienced network of Business Partners. Our partners share our passion for delivering outstanding levels of service, and they provide specialist consultancy, impartial advice and expert counsel. Sage Mid Market Division and our Business Partners work closely with customers, providing support face-to-face, online or over the phone, whenever and wherever you need them. With expertise that includes consultants, project coordinators, and systems architects we, along with our Business Partners, provide all the expertise necessary to ensure our solutions deliver the required benefits, from planning and implementation to training and ongoing support. 19

20 Sage (UK) Limited North Park, Newcastle upon Tyne, NE13 9AA Tel: Fax: Sage (UK) Limited /KC GH 09/11