Post on 23-Feb-2016
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A delve into CRM
Don Wiid
Contact Edge CRMCloser To Your Customers
ROI: Advertising vs. CRMDavid Thorp, director of research and professional development at CIM
Marketingweek.co.uk, 6 August 2009
ROI: Advertising vs. CRM
• 1,223 marketers surveyed
David Thorp, director of research and professional development at CIM
Marketingweek.co.uk, 6 August 2009
ROI: Advertising vs. CRM
• 1,223 marketers surveyed• Advertising, (excluding online) produces the
worst ROI
David Thorp, director of research and professional development at CIM
Marketingweek.co.uk, 6 August 2009
ROI: Advertising vs. CRM
• 1,223 marketers surveyed• Advertising, (excluding online) produces the
worst ROI• 25% say CRM delivers the best ROI
David Thorp, director of research and professional development at CIM
Marketingweek.co.uk, 6 August 2009
CRM is a philosophy and a business strategy
Supported by a system and technology
Designed to improve human interactions in a business environment
Paul Greenberg, author of CRM at the speed of light
Return on Investment
• Norwich City FC• Brother International
Metrics to measure ROI
• 52% increase in leads• 34% boost in revenues• 23% decrease in service and support costs• 30% improvement in customer retention
Will it work in my business?
Take stock of your processes
CRM vs. Contact Management(on steroids)
CRM vs. Contact Management(on steroids)
• Data driven, not process or strategy
CRM vs. Contact Management(on steroids)
• Data driven, not process or strategy• Integration and Analytics weak
CRM vs. Contact Management(on steroids)
• Data driven, not process or strategy• Integration and Analytics weak• Workflow weak / non-existent
CRM vs. Contact Management(on steroids)
• Data driven, not process or strategy• Integration and Analytics weak• Workflow weak / non-existent• Scalability issues
CRM vs. Contact Management(on steroids)
• Data driven, not process or strategy• Integration and Analytics weak• Workflow weak / non-existent• Scalability issues• Code-less customisation
British Sugar:Adoption of CRM over time
British Sugar:Adoption of CRM over time
Time
2|
2002 2004 2006 2008 2010
British Sugar:Adoption of CRM over time
Time
2|
2002 2004 2006 2008 2010
British Sugar:Adoption of CRM over time
Time
2 3| |
2002 2004 2006 2008 2010
British Sugar:Adoption of CRM over time
Time
2 3 10| | |
2002 2004 2006 2008 2010
British Sugar:Adoption of CRM over time
Time
2 3 10 40| | | |
2002 2004 2006 2008 2010
British Sugar:Adoption of CRM over time
Time
2 3 10 40 200| | | | |
2002 2004 2006 2008 2010
In conclusion, remember…• CRM is a Strategy / Process, not a project• Don’t underestimate Outlook integration• Code-less customisation is vital
Questions
Don Wiid
Contact Edge CRMCloser To Your Customers
Questions
Don Wiid
Contact Edge CRMCloser To Your Customers
Questions
Don Wiid
Contact Edge CRMCloser To Your Customers
Questions
Don Wiid
Contact Edge CRMCloser To Your Customers
Questions
Don Wiid
Contact Edge CRMCloser To Your Customers
Questions
Don Wiid
Contact Edge CRMCloser To Your Customers
Questions
Don Wiid
Contact Edge CRMCloser To Your Customers