YOU KNOW facts 8/8/2011 HELP ME! any attorney you. know? Meet John Smith. Pressure is building up

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Marianna Higgins
3 years ago
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1 Create Does this a look slide like that show some DID any attorney you YOU KNOW facts know? Meet John Smith Age: 40 something Occupation: Attorney Hobbies: Sports & beer Marital Status: Married + 4 kids Pressure is building up Stop Watching Law & Order this is the Real World Phone Calls, Texts, s, Face Book, Tweets, Linked in I can t keep up!! I need more billable hours Word of mouth HELP ME! Need to improve client loyalty Need expert support on this case? I can t keep track of who s working on this case Who are my most profitable clients? Who are my Contacts? Oh NO Not Holiday card time AGAIN!! I can t be everywhere at once 1

Order this is the Real World Phone Calls, Texts, Emails, Face Book, Tweets, Linked in I can t keep up!! I need more billable hours Word of mouth HELP ME!

2 How does CRM help John get from here... Create To here? a slide that show some DID YOU KNOW facts Grow, & Advocate with CRM (Customer Relationship Management) August 25, 2011 Teresa C. Bernot Senior Director SAP CRM Center of Excellence 2

with CRM (Customer Relationship Management) August 25, 2011

3 Teresa C. Bernot Sr. Director, SAP CRM Center of Excellence North America SAP America Newtown Square, PA T E teresa.bernot@sap.com Consolidated Dry Grocery Buyer Supply Chain Solutions Retail & Consumer Products CRM Center of Excellence CRM & ERP Multiple Industries CRM is in Your Life Everyday.. Agenda CRM: Providing a 360 Degree View Advocate for Your Clients Anytime, Anywhere Grow Your Client Base, Recognition & Revenues & Service Your Client Base Q&A 3

4 So How Does CRM Help John. Get from here... To here? It s not just about the software It is about connecting people You Your Clients CRM: Providing a 360 Degree View Social Media Multi-Channel Up Sell / Campaigns Cross Sell Targeted Offers & Loyalty Superior Services Self Service Advocate - Grow - Loyalty Programs Customer Service Center Clients, Accounts, Contacts, Experts Opportunities, Activities/ Interactions, Matter Tracking Billing Quotes, Invoices (Billable Hours) Expert Services, Anytime, Anywhere Contracts, Billing, 4

5 Agenda CRM: Providing a 360 Degree View Advocate for Your Clients Anytime, Anywhere Grow Your Client Base, Recognition & Revenues & Service Your Client Base Q&A Advocate. Manage Account & Contact Information Interaction History Team Selling Opportunity & Lead Management Quote & Order Management Activity Management 360 Degree View of Customer Sales Methodologies Track Competition Advocate through Insight How a Large Consumer Products Manufacturer Uses Real Time Information to Make Better Decisions 5

Manage Account & Contact Information Interaction History Team Selling Opportunity & Lead Management Quote & Order Management

6 INSTANT UPDATES ON THE ROAD Bakery and food service sales representatives update opportunities and customer data in real-time, improving sales productivity Advocate through Insight General Mills Uses CRM for Real Time Customer Insights Your Turn: Let s White Board Some Examples!! Advocate through Insight Advocate for Your Clients Anytime, Anywhere Agenda CRM: Providing a 360 Degree View Advocate for Your Clients Anytime, Anywhere Grow Your Client Base, Recognition & Revenues & Service Your Client Base Q&A 6

7 Hard work Target & Grow. Targeted Segmentation Multi-Channel / Multi- Wave Campaigns Cross Sell & Up sell Personalized Communications i Targeted, Real Time Offers Surveys Budgeting Marketing Funds List Management Grow The Pennsylvania Department of Revenue Grows with CRM Your Turn: Let s White Board Some Examples!! Grow Your Client Base, Recognition & Revenues 7

Personalized Communications i Targeted, Real Time Offers Surveys Budgeting Marketing Funds

8 Agenda CRM: Providing a 360 Degree View Advocate for Your Clients Anytime, Anywhere Grow Your Client Base, Recognition & Revenues & Service Your Client Base Q&A Never let them feel like this! 24x7 Multi Channel Assisted Support Self Service Options Tiered Service Programs Loyalty Programs Manage Field Service Technicians Outbound Auto- Communications Auto-ID Seasonal Scheduling & Support Expert Services Anytime, Anywhere Warranty, Returns, FAQ Database Complaints Management It is about Delighting Your Clients & Customers... 8

9 How Are Others Doing it? Multi-Channel, 24x7 360 Degree View of Customer Track Call Durations & Details 99.9% Order Entry Accuracy 30% ROI CEMEX Wins the Gartner & 1to1Media 2011 CRM Excellence Award Hershey Provides a Self Service Portal for 24x7 Order Tracking 9

10 Your Turn: Let s White Board Some Examples!! & Service Your Client Base Next Steps: Your Firm Using CRM to Help John. Get from here... To here? Next Steps: Your Firm Using CRM to Help John. Get from here... To here? Customer Think: Search CRM.com: ecrmguide.com: InsideCRM.com: SAP CRM: See SAP CRM in Action: Learn More About Other Companies Using SAP CRM: 10

com/ ecrmguide.com: http://www.ecrmguide.com/ InsideCRM.com: http://www.insidecrm.com/ SAP CRM: http://www12.sap.com/solutions/businesssuite/crm/index.

11 Thank You!! Teresa C. Bernot Sr. Director, SAP CRM Center of Excellence North America SAP America Newtown Square, PA T E teresa.bernot@sap.com 11

SAP 360 Customer Powered by SAP HANA. Marcus Ruebsam, Global Head of Solutions, Lob Customer, SAP AG 12 March 2013

SAP 360 Customer Powered by SAP HANA Marcus Ruebsam, Global Head of Solutions, Lob Customer, SAP AG 12 March 2013 Empowered Customers are Changing the Rules Digitally Connected Socially Networked Informed