/CosmicUK

@Cosmic_UK

CRM11th July

Tech Update

withJames Bull

Fire Phone• Firefly Technology• Dynamic Perspective• Mayday• 13 MP Camera with OIS

Oneplus One• 64GB internal storage - £269• 4G LTE• Quad core Snapdragon 801

processor• 3GB RAM• 1080p Display• 13MP camera• CyanogenMod OS

Google Cardboard• The Cheapest Virtual Reality

Headset available• Turns your phone into a VR

device• Made from readily available

materials

Android L• Improved notifications• Project Volta• Interlocking apps• New Design

IOS 8• Photos on all devices• Upgraded Messages• Notifications• Smarter Keyboard• Family Sharing

CRM

Do you know the value of each customer?

Do you follow up every sales lead?

Can you track sales-to-marketing easily?

Do your staff communicate effectively about client intelligence?

Can you track your sales pipeline?

What is a CRM system?

Benefits of CRM

Key functions

Main CRM systems

Top tips for implementation

Customer Relationship Management • Model for mapping company’s interactions

with current and future customers

Customer Relationship Management “System”• Technology to track, record and store

customer data and interactions• Data mine the information to increase

customer relations

CRM Model

ROI – on average £5.60 for every £1 spent on CRM implementation

CRM can increase revenue 41% increase revenue per sales person

27% increase is customer retentionEfficiencies of sales and marketing budgets by

23%

Business Benefits

Customer at the heart of the activity

• Contacts database– Contact details - name, address, telephone, email,

social media, etc.– Relationship mapping inside customer’s business– Point of contact & decision makers– Aggregate contact history– Subscriptions and membership management– Input once

• update across staff and business• update across integrated systems

Sales process & automation2

• Multi form input • New leads auto assigned• Sales tasks automated• Quotations created,

stored • Pipeline quotes reported• Sales activities reported

Customer support 3

– Reduce service response times– Improve customer resolution– Increase self service– Pull team together around customer

care

• Track and measure campaigns• Cross channels - email, SM, SEO, PPC, telephone,

mail• Track clicks, responses, leads and deals

• Campaign automation• Campaign management• Campaign reporting

Marketing process & monitoring 4

Serco InternalSerco Internal

• Social media & monitoring

• Brand listening• Scheduling social

media

Social media & monitoring5

Serco InternalSerco Internal

• Internal

• Staff conversations

• Task assignment• Sharing news

on deals• Keeping

everyone in the loop

• Collaboration

Internal communications6

CRM Platforms

Free for 2 users

Integrates really well with other

software

• Xero

• Mailchimp

• Google Apps

• Free up to 2 users

• Simple easy to use

• Great interface

Starts £45

6.3% share of marketplace

3.5m licences 2013

Fully integrates with Microsoft stack – Outlook – built in

Good UI

Considerations

Do you have time to implement it?Do you need every single feature?Is it easy to input or transfer your data?

Successful CRM implementations are

60% about people and culture…

30% business processes ….

and 10% technology