Where CRM Works Inside a Where CRM Works Inside a BusinessBusiness

Presented By: Presented By: David BeardDavid 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.

What is CRM?

CRM

RolodexSales force automation

Extended enterprise collaboration

Contact and Calendar Management

Evolution of CRM

CRM

Outlook Marketing Remote Workers Finance Sales

Silos of Information

Automated processes – less human errors, less administrative time, less paperwork, less duplication of work

Improved customer service – less returns, less attrition, better responses

Better customer insight – effective marketing with quality information

The business value

What are your business challenges?

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

“I want to optimise 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.”

Marketing

Acquiring …

“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.”

CustomerServices

Supporting …

“I need analytics tools to help me monitor the state of my business and measure performance metrics.”

“I need to stay accessible to my top customers and know their business inside out.”

“I want to see how the company is delivering on customer service.” Managers

Monitoring …

What are your latent business issues - can you really expose the root causes?

What’s the cost of not solving these issues?

How can BAASS help you build a credible case for change?

Customers

What about your business ?

Top line improvement by:

•Increasing lead volume by sales•Increases in business close rate

•Reducing the length of the sales cycle•Improving the opportunity close rate

•Increasing average contract value•Increasing the contract renewal rate

Bottom line improvement by:

•Reducing marketing budget•Reducing sales travel and expense•Reducing staff costs through productivity improvements

Things to think about

Building the case .. /2

• Let’s describe real world examples of how BAASS has put CRM to work for our customers.

– Top Line and Bottom Line improvements as a result

Putting CRM to work

Building the case .. /3

Companies like you with BAASS

The Sage CRM Enabler

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

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

Easy to use and customise to adapt to your business

The Sage CRM Enabler

• Powerful tool to manage customer relationship and gain customer insight

• Easy to use & Fast to deploy • Scales up as needed to meet company’s

growth needs• Cost Effective

The Sage CRM Enabler /2

• Eliminates duplication of efforts and data corruption

• Fosters collaboration and Improves communications across business units

• Accelerates customer responses to inquiries and Increases quality of information

The Sage CRM Enabler /3

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 …

Thank you!

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

information

Where CRM Works Inside a Where CRM Works Inside a BusinessBusiness

Presented By: Presented By: David BeardDavid Beard CRM Principal at SageCRM Principal at Sage Zainab SalihiZainab Salihi CRM Practice Leader at BAASSCRM Practice Leader at BAASS