CRM Beyond Sales and CRM Beyond Sales and MarketingMarketing

Presented By: David BeardPresented By: David Beard CRM Principal at SageCRM Principal at Sage

Zainab SalihiZainab Salihi CRM Practice Leader at BAASSCRM Practice Leader at BAASS

Customer Relationship Management (CRM) is a set of strategies and processes designed to manage customer relationships.

It involves acquiring and developing knowledge about your customers and using this information to improve customer satisfaction and retention.

Why CRM?

CRM is now a “must have”–For many companies IT-enabled marketing, sales, and customer service is a source of competitive advantage

Why CRM now?

Increase Sales ProductivityImprove Sales Opportunities and Increase Close Rates

Optimize Marketing Spend and Maximize ROI

Enhances Customer Experience and Deliver Excellent Service

Reduce Costs by Automating Processes and Delivering Better Service

Why CRM now?

What are your business challenges?

CEOVP Sales FinanceITSalesperson Operations

Grow the Business

Improve Service

Monitor metrics

Fits in the Budget

Measurable ROI

Reduce costs

Increase Revenue

Increase Productivity

Simplify the sales process

Integrates seamlessly with existing systems

Ability to scale up and customize if needed

Hit my quota

Easy to Use

Mobile & accessible from anywhere

Improve Customer Service

Streamline Operations

Reduce costs

A Typical Organization

“I need to be able to calculate the cost per lead or click easily and accurately.”

“I want to optimize my marketing spend by reaching out to as many prospects as possible, especially through social networks.”

“I’d like to improve the quality of the campaigns and increase sales leads.”

The Business

What Marketing Wants…

Target the right companies with highly focused campaigns across multiple criteria

Calculate Real Return on investment on campaigns

Plan & execute campaigns with sales for Higher Quality leads

What Marketing Can Have

“I need to know what my sales pipeline looks like and identify immediate opportunities to close.”

“It take me a while to roll up all the line-of-business forecasts and I just want to do it once.”

“I need to check on my team’s performance and customer interactions every day.”

What Sales Wants…

The Business

Track and Monitor sales performance with a customizable dashboard view

Identify opportunities, revenue/budget variance, and assess forecast accuracy and product performance

Generate powerful analytics reports including win/loss, forecasts, performance metrics and more

What Sales Can Have…

“Sometimes it is hard to service customers because we don’t have a documented history of their previous calls.”

“Our processes are not automated so cases sometimes are not fully resolved.”

“We want to give great service but we lack actionable real time information.”

What Support Want …

The Business

– Monitor customer interactions with full visibility of service cases, updates and more

– Ensure complete case resolution with workflow from creation to resolution

– Increase call resolution and Improve quality of service with access to real-time information

What Support can have …

CRM Brings it All TogetherInformation in Disparate Locations Throughout the Company

User

Beyond Sales & Marketing

The Sage CRM Enabler

Sales

The only place you’ll need to look for everything you need to know about prospects and customers.

Marketing

Generate more leads through highly targeted campaigns.

Customer Service

Manage every element ofyour customer relationshipswith ease.

Award winning Sage CRM feature-rich software to help you every step of the way

Across your whole company

• Powerful e-marketing capabilities• Rapid lead-to-opportunity

management• Customer profile and analysis• Integrated telesales follow-up• Integrated attention grabbing

marketing templates• Over-arching campaign

management

Marketing Automation

• Opportunities, Leads and Sales Pipeline Management

• Forecasting and Reporting• Quotes and Orders Processing• Sales Workflow• Access anywhere, anytime

Sales Automation

• Case Management• Escalation and notification alerts• Workflow approval process• Knowledge base• Self-service web portal for customers

Service Automation

• Customizable interactive dashboard• Enhanced graphical reporting charts

with interaction & drill-down• Extensive suite of standard report

categories right of the box• Fully customizable reports to fit

specific needs

Reporting automation

• Support multi browser (IE, Chrome, Firefox)

• Powerful MS Exchange integration with easy point-and-click deployment

• Integrates with Twitter and LinkedIn• Access information from anywhere

Automating Technology

Builds on 30+ years of SMB heritage to deliver a CRM solution that is optimized to the needs of SMBs.

For 15,000 customers, 250k users , 70 countries

Easy to use and customize to adapt to your business

The Sage CRM Enabler

Informative PeopleEffective ProcessesInvaluable Technology

Increased ProductivitySatisfied CustomersReduced Costs

The Sage CRM Enabler

How is CRM used beyond Sales & Marketing?

CRM for Land Management

CRM for Project & Job Tracking

CRM for Time, Billing, and Expense Tracking

CRM for Shipping Opportunity Tracking

CRM for Event Management

CRM for Project Management with Advanced Workflow

CRM for Site/Property Management

CRM Self Serve Customer Service Portal

CRM for Course Management

CRM can be used to solve many UNIQUE business challenges

Summary

Automotive

Membership Organisations

Technology/ Software

Health/Sport

/Leisure

Services/ Retail

For companies like you …

“60% efficiency gains have been achieved across the entire business”.Ayda Hornak, Infrastructure and Innovation Manager, Waivestar Group

“…within three to four months of implementing the new system, we were able to achieve fifty per cent growth in the business.”

Steve Cumper, Founder, Medshop

ROI on the new system was achieved within 17 months. “Overcoming the account keeping overhead linked with duplication has saved us $55k per year in audit activity.”

Ian Lindgren, Chief Executive Officer, PayMe

“The software can take some credit for an 8 per cent improvement in customer satisfaction ratings as well as revenue growth.”

Chakri Wicharn, Information Manager, Fuji Xerox, Thailand

That gain measurable success …

Companies like you with BAASS

Thank you!

Talk to your Account Manager, email or visit our booth for more

information

CRM Beyond Sales and CRM Beyond Sales and MarketingMarketing

Presented By: David BeardPresented By: David Beard CRM Principal at SageCRM Principal at Sage

David.Beard@sage.comDavid.Beard@sage.com

Zainab SalihiZainab Salihi CRM Practice Leader at BAASSCRM Practice Leader at BAASS

zainab@baass.comzainab@baass.com