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CRM for Business Presented at the Arizona Hispanic Chamber of
Commerce Tech Forum on May 10, 2011 James Marzola President and CEO AbilityCRM
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CRM Progression
• Rolodex, Business Card Files, Postcards, Spreadsheets • Software Based Contact Managers
• Sales Force Automation • Customer Relationship Management
• Sales • Marketing • Service
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Customer Relationship Management
• CRM ties activities together to increase revenue and profitability: • Marketing - Lead Management • Sales - Sales Pipeline • Service – Timely Support • Management – Informed Decision Making
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Be Honest, do you…
• Use Microsoft Word, Excel, Outlook, or Access to: • Organize and manage customer and prospect lists • Quoting templates • Customer service call logs/inquiries
• Have shared folders on the network for: • Customer files • Quotes, Drawing, and other customer data
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What if … All in One System…
• Account Management • Contact Management • Pipeline Management • Sales Management • Lead Management
• Activity Management • Calendar Management • Marketing • Workflow • Customer Service
Close deals faster
Discover insights
Enhance relationships
Attract more prospects
Keep customers
Improve service
That’s the Power of Productivity
By giving your people the right tools…
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Sales Pipeline
On average, sales representatives spend only 36% of their time on actual selling activities.
Source: CSO Insights
Marketing / Lead Management
6 KEYS TO REMEMBER A Successful Approach to CRM
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Building Blocks of Success
• Who are your Executive stakeholders • What are your metrics of success • Why are we doing this
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What CRM is NOT
• Software in a box • Something you simply “sign up” for • An excuse for not addressing fundamental
business process change • Done without Executive Involvement
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Implementation Basics
• Project Analysis and Understanding • Design & Planning • Personalization • Deployment and Training • Post-Deployment Support
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What’s in it for me?
• User will not use the system • Enter minimum data • Enter poor data
• Work around the system
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Overcoming User Challenges
• Executive involvement • Involve Key/Influential Users • Invest in user training to maximize
efficiency • Look for easy-to-use software
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Words of Wisdom (after Deployment)
• Manage from CRM • Hold user group meetings for continuous improvement
• Turn data into useful information
• Founded in 1998 • Microsoft
• Managed Partner - Dynamics CRM Gold Competency
• Hosting Partner (www.alwayson-crm.com)
• Member – Microsoft Dynamics Partner Advisory Board
• Sage SalesLogix CRM Business Partner • Headquarters in Scottsdale, AZ • CRM Consulting
AbiltyCRM
For more information, contact us at: 15029 N. Thompson Peak B111-424 Scottsdale, Arizona 85260 480-726-5400 www.abilitycrm.com [email protected]
AbiltyCRM