George Dempster George Dempster

This Afternoon

Technology

Hardware

Software

Operating Systems

Practice Management

50% 14%

OtherOther

EMD

Optimax

IKAT

Business Applications

3rd Party Providers

Connectivity

Networks

Wireless Linked

Technology?Technology?

CRM 101CRM 101

Customer Relationship Management

Customer relationship management (CRM) are methods that companies use to interact with customers.

Includes – systems – customers -staff processes – collecting and sharing information

The outcome satisfied customers – measured by company profitability

Step 1 – Position the Practice

Step 2 – Gather Information

CommunityCommunity

ConnectConnect

ContentContent

CommunicationsCommunications

CommerceCommerce

Step 3 - Build your customer base

CRM Checklist

Employees trained and empowered

Customer service performance measures exist – attainable goals are set

Regular and informative communications

Employees build one on one relationships with key customers

Conducive working environment - collaboration and teamwork encouraged

Regular employer - employee appraisals

Business processes reviewed and improved

Customer data maintained – updated and improved

Customer complains welcomed and resolved quickly

CRM 101?CRM 101?

Merging I.T. with CRM Merging I.T. with CRM

My Website

Practice website

My Website

Online Forms

My Database

Admin Tool

My Database

Admin Tool

My Database

Admin Tool

My Society

Admin Toolkit

My Society

Admin Toolkit

Bulk Communications

Bulk Communications - surveys

Rep Platform

The Results

Our Products

E2 - 2010

Thank YouThank You