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, Emails, 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
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
Teresa C. Bernot Sr. Director, SAP CRM Center of Excellence North America SAP America Newtown Square, PA 19073 T 412-726-9911 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
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
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
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
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
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
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
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: http://www.customerthink.com/ Search CRM.com: http://searchcrm.techtarget.com/ ecrmguide.com: http://www.ecrmguide.com/ InsideCRM.com: http://www.insidecrm.com/ SAP CRM: http://www12.sap.com/solutions/businesssuite/crm/index.epx See SAP CRM in Action: http://www.sap.com/solutions/businesssuite/crm/demos/index.epx Learn More About Other Companies Using SAP CRM: http://www.sap.com/solutions/businesssuite/crm/customers/index.epx 10
Thank You!! Teresa C. Bernot Sr. Director, SAP CRM Center of Excellence North America SAP America Newtown Square, PA 19073 T 412-726-9911 E teresa.bernot@sap.com 11