Introduction to Customer Relationship Management (CRM) Systems

Transcription

1 Introduction to Customer Relationship Management (CRM) Systems CRM systems give organisations the technology and business processes to easily identify, acquire and retain profitable clients. CRM applications help you manage all aspects of interaction with your suspects, prospects and clients and provide a powerful 360 view of company/client relationships. What is CRM? There are many definitions but according to one industry view, CRM consists of: Helping an enterprise to enable its marketing departments to identify and target their best customers, manage marketing campaigns with clear goals and objectives, and generate quality leads for the sales team. Assisting the organisation to improve telesales, account and sales management by optimizing information shared by multiple employees and streamlining existing processes (for example, taking orders using mobile devices). Allowing the formation of individualised relationships with customers, with the aim of improving customer satisfaction and maximising profits; identifying the most profitable customers and providing them the highest level of service. Providing employees with the information and processes necessary to know their customers, understand their needs, and effectively build relationships between the company, its customer base, and distribution partners. What relates to your organisation may only be one of the above, the key seems to be in the ability to recognise what will give your organisation the quick-wins to get more leads, win more business, and keep and support the clients you already have. About CRM-Online: CRM-Online is a solution provider of end-toend business management applications for mid-market businesses with a focus on CRM applications and performance management. We aim to ensure our clients get an appropriate solution to meet their unique requirements yet have the flexibility for future growth. Our key strengths include: Unique blend of Business Consultants & Technical experts Systems Integrators Specialising in CRM and Business Intelligence Bringing together business operations (Marketing/Sales/Customer Care/Finance) Integrating Marketing, Sales, Customer Service & Finance for: Increased Sales Opportunities Improved Customer Service Greater Efficiency Informed Decision Making Controlled Business Growth

2 About Sage CRM: SageCRM iis a very flexible web based solution designed to give a centralised view on all of the organisations and contacts you deal with on a day to day basis. Information can then be tracked and stored against each of these to build a complete audit trail. The system can be stand alone or easily integrated with other systems and has a full suite of configuration tools which can be used to adjust the system to fit with your needs. SageCRM is very easy to use and so requires little training to get teams up and running. SageCRM provides Sales, Marketing and Customer Service teams with the tools they need to find new customers, close more business and lower the cost of sales while building lasting, profitable relationships across your business channels. Sales Force Automation: From first contact to order fulfilment and delivery, CRM sales force automation maintains a single source of information that s shared throughout an organisation. Fully customisable with opportunity management, sales cycle analysis, forecasting and easy to use reporting features, Sage CRM helps sales professionals focus on the right prospects at the right time and sell more effectively. Perform analysis to ensure time and energy are spent on the deals most likely to close. Improve lead distribution and tracking. Effectively process quotes and orders. Provide remote sales staff with instant access to corporate information. Production Planning Identify your sales pipeline and expected order date. Build pipeline forecasts into production plans. Assess what s available to promise to fulfil orders.

3 Marketing Automation: CRM marketing tools automate processes from creative concept to lead allocation and every step in between, helping organisations strengthen their marketing performance. With extensive campaign management tools CRM helps you analyse all marketing activities to identify and understand what your customers want. Armed with this information marketing teams can make informed decisions to develop targeted, highly personalised and cost effective campaigns for maximised revenue opportunities. Develop, target and implement campaigns. Manage and analyse marketing budgets. Maintain lists and track responses. Send direct mail and s to different target audiences. Analyse campaign results. Customer Service & Support: With complete workflow processes, incident tracking and case management, Sage CRM customer care provides all the tools needed to develop lasting and profitable relationships. With instant access to complete contact histories, users have a complete 360 view on every contact from any office location giving them the information they need to provide the service your customers expect. Using extended tools for knowledge base creation and web self service, provide customers with tools enabling them to help themselves to keep them happy and loyal. Capture and track every interaction with every customer regardless of touch-point. View/measure call turn around time and understand what is taking longer to resolve and why. Maintain a complete case history with instant access to all previous issues and customer interactions. Automatically escalate cases if not closed within a certain time frame.

4 Customer Service & Support: Integration with Back-end Systems: Sage CRM offers huge capacity for integration with other database and applications to avoid duplication, save user time and to provide complete relationship information one interface. CRM-online has expertise in linking the CRM portal into other applications including Accounts and Financial systems, Business intelligence and reporting and resource planning applications. Key Benefits of SageCRM at a glance: Improve productivity with live access to customer, prospect and supplier information Log-on via a web browser or wireless device - no local installation needed. Track your own pipeline or manage a sales team with analysis and forecasting tools Run effective marketing campaigns by profiling your contacts to target the right people at the right time. File every you send and receive in Microsoft Outlook and even access CRM within Outlook. My CRM & Team CRM views provide live reports, lists and a dashboard to keep everyone up to date and give 360 view of prospects and customers Integrate customer and accounting databases for complete relationship management. Improve efficiency and minimise manual tasks by creating automated workflows.

5 Frequently Asked Questions: Will CRM affect my Revenue? In a recent survey by Gartners looking at the CRM Solutions the results suggested that firms implementing CRM would on average expect to see a 16% Increase i n revenue, a 20% increase in customer satisfaction and a 21% Increase in employee productivity. Integration with accounts and other backend systems should further reduce data input and duplication and can lead to additional cost savings. How long will it take to implement? A typical system install can take around 4 6 weeks however, this will depend on the nature and complexity of your processes and requirements. CRM-Online will initially undertake a full analysis of your business and its current systems and processes. Fully install and customise CRM to your needs and also provide training and support to ensure the new system implementation is a success. How easy is it to operate? SageCRM is an intelligent system that pre fills key areas with relevant information and allows you to search using any field. It also includes many time and effort saving features such as wild card search to quickly locate information, customised workflows and escalation procedures to map business processes and alert the appropriate staff. A clean, uncluttered, interface which is fully customised ensures only relevant departments have relevant options. This along with as much or as little training as you require ensures a smooth transfer from your existing systems. Start up and Ongoing running costs CRM-Online has a number of options available to stagger the initial costs and reduce ongoing running costs of the CRM system. Firstly, Sage CRM is available as a hosted subscription service (fixed price / per user / per month). This allows for smaller businesses or those without the necessary hardware or IT staff to have access to a fully functioning CRM System. The other options are co-located or in house servers which allow the company to have additional control over their data. These options also allow the company to fully own the software. Additional benefits include easier access to your data, the ability to integrate external applications and speed of repair should a problem be identified. Is it compatible with my other systems? Sage CRM is compatible with a wide selection of software on the market it integrates seamlessly with Microsoft Office and Sage accounting products. s technical team can also undertake integration of MME with other products after consultation. There are also a number of add-ons available to provide additional product functionality. How do I access my information when I am away from the office? As Sage CRM is browser based, information can be accessed live from any internet connected PC or PDA Information can also be synchronised before leaving the office if no connection is available. Can the system adapt to company growth? Sage CRM is browser based so adding new licenses when new employees start is very simple as no local install on the machine is required. There is no limit on the number of users which ultimately depends on your server hardware.

6 Frequently Asked Questions: How adaptable is the system to my processes? Sage CRM can be fully customised to your exact needs it has an inbuilt workflow engine and escalation procedures to map current business processes and can alert the appropriate staff at certain stages as required. New fields can be quickly added within the administration area (with 90% of the customisations being done through the front end interface and the majority of them performed with the system still live). How adaptable is the reporting element in Sage CRM? There are over 100 standard reports within Sage CRM which can be quickly adapted to your exact needs. MME integrates with Crystal reports for more comple x reporting. Business Intelligence can also be linked to allow full analysis of your data. We have in house experts who can discuss your requirements further please call for additional information. How secure is the system / data? Sage CRM has industry standard security measures with complex password login to reduce the risk of external hacking. In built security permissions also all ow the administrator to restrict certain types of information to certain users. These security measures coupled with the right choice of hardware and internet connection will allow for a fully secure system. Integrating Marketing, Sales, Customer Service & Finance for: Increased Sales Opportunities Improved Customer Service Greater Efficiency Informed Decision Making Controlled Business Growth