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What IS CRM?Rob Gillespie, Sales Account Executive

Premier Computing345 W Bearcat Drive

Salt Lake City, UT 84115801-487-8400 mobile 801-414-4421

rgillespie@premiercomputing.com

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Customer Relations Management orcommonly known as CRM

EnhancedInsight

ExtendConnections

Make ItEasier

Facilitate

CentralizedCommunication

within theCompany

Familiar InterfacesMany CRM

Solutions utilizeMicrosoft Outlookas their interface

Sales Force,

Marketing Campaignsand

Customer Service

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What IS CRM?

Sales ForceAutomation

CustomerServiceMarketingCampaigns

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Is Knowledge Power?

NO.the Application of

Knowledge is Power

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What IS C.R.M?

Forester Review

A composite organization of 2,000 employees and 50 CRM users

would achieve a 3-year, risk-adjusted return on investment (ROI) of243 percent on a Microsoft CRM investment with a 4.1 monthpayback period, representing a $471,218 Net Present Value, andall the while providing an average NPV per user of $9,424 over

three years!

* Source: Peppers and Rogers GroupOptimizing Business Productivity Report 2011

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What are some high levelCRM Benefits?

Increases Sales Productivity 40%-60% of Sales Activities are non-productive

Customer Service Productivity Savings Lower Costs Streamlining Sales Processes Leads to Lower Overall Sales

Costs Accelerated Sales Cycle Increases Revenues Shortening the Sales Cycle Decreases Costs

Marketing Cost Avoidance Lowers Sales Costs

Streamlining Marketing Processes Increases Revenues

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What IS CRM?

Sales Automation Your People: Spend more time selling

CRM systems MUST be natural and familiar

Spend more time selling rather than learning the system

Contextual data visualizations

Mobile access

Minimize busy work

Put the right information at the fingertips of your sales personnel

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What IS CRM?

Sales Automation Your Processes: Drive Sales Efficiency

Streamline approvals Quotes, Orders and Invoicing

Automate manual tasks with pre-designed Work Flows

Enforce best practices across the organization

Guided sales dialogs Consistent Messages when calling prospects/clients

Streamline goal tracking Pipeline Analysis

Meaningful interactions lead to new revenue opportunities

Embedded Miller Heiman Sales Methodology

InsideView

ZoomInfo Embedded Hoovers Integration

Focus on the Right Opportunity, at the Right Time with the Right Product

or Services Offerings

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What IS CRM?

Sales Automation Your Ecosystem: Maximize Revenue Opportunities

Meaningful interactions with customers

360-degree customer view

Holistic lead and opportunity tracking

Insightful Analytics

Focus on the right opportunity, product and customer

Social Media Interface Twitter

Face Book

Linked In Others

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What IS CRM?

Sales Automation - Continued

Familiar: Sales Tools That Are Natural and Personal

Lead to Cash Visibility: Track interactions, communications, offers, and orders

throughout the sales cycle

Centrally Manage: Manage email messages, appointments, tasks, contacts and

customer information from a single screen

Holistic Account Management: 360 degree of customer information

Intuitive Filtering: Quickly access the most important records with most

recently used lists, record pinning and real-time data filtering Security: Make sure the right people have EASY access to sales data with role-

based forms, personal views and field-level security

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What IS CRM?

Sales Automation - ContinuedIntelligent: Information that is Insightful and Actionable

Intelligent Lead Management: Easily convert leads and automatically route

them to the most effective resource with intuitive lead management systems

More Effective Selling: Identify optimal products and pricing, track opportunity

and competitor details and instantly create quotes with deep opportunitymanagement capabilities

Guided Dialogs: Drive efficacy, increase conversion rates, and better capitalize

on cross-sell and up-sell opportunities with guided dialogs and call scripts

Actionable Analytics: Visualize key performance indicators (KPIs) with real-time

dashboards. Drill down to details behind the dashboard. Streamline Goal Management: Instantly define and track sales quotas at

individual, team, territory and organization levels

Real-Time Forecasts: Keep the pulse on sales performance

Comprehensive Auditing: Improve visibility into the sales process and help

identify areas for improvement

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What IS CRM?

Sales Automation - ContinuedConnected: A Sales Organization that is United!

Insightful Connections: Uncover new opportunities and track influencers in the

sales process with the Connections feature and the Social Connector

Improved Team Selling: Enable greater internal collaboration and team selling

with team-based record ownership and real-time communication tools Centralized Document Management: Streamline the management of quotes,

proposals, orders, invoices and other sales documents with holistic document

management tools

Mobile Productivity: Continue to work the deal, engage with customers and

manage your sales pipeline with offline support and robust mobile devicesolutions

Consistent Processes: Streamline approvals, automate follow-up tasks and

enforce best practices across the sales organization with work-flows

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What IS CRM?Sales Automation-continued

By taking advantage of the

ease of use and flexibility of

CRM, we were able to

reduce the cost of sales by

3% in three months andincrease sales staff

productivity by

approximately 20%, in turn

driving higher profit

margins and maximizing

cash flow. Ron Partridge,Group VP of Sales and

Marketing, Panduit Corp.

Our sales managers can meet with our reps on the

road or in their office and, with one click, get a

complete report on what leads we sent them, whats

been followed up on, or what needs to be followed

up. Randy Niederer, Director of Marketing, Unico

With a native looking client (i.e., Microsoft

Outlook) and robust feature set, we were able

to increase our user adoption by 90%,

increase time for selling activities by 15%, andincrease cross-selling opportunities by 200%.

Bart Hermans, Project Leader CRM, ISS

Belgium

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What IS CRM?

Sales AutomationSample Pipe Line

Report

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What IS CRM?

Marketing Automation Optimize your marketing efforts using familiar and intelligent

marketing capabilities of CRM software using flexible

segmentation tools, intuitive campaign management features,

robust workflows, and insightful analytics to increase the

effective of your marketing campaigns and programs.

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What IS CRM?

Marketing Automation Your People: Empower your Marketers

Marketers should have a powerful CRM Marketing solution that works the

way they do

Marketing Campaigns MUST minimize busy work

Enable Marketing Staff to spend more time at their core competencies

Drive effective marketing programs

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What IS CRM?

Marketing Automation - Continued Your Processes: Drive Marketing Efficiency

Automate marketing tasks

Ensure consistent follow-up

Enable greater synergy with sales

Efficiencies of Work Flows

Automate lead distribution

Simplify approvals

Implement marketing best practices

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What IS CRM?

Marketing Automation Continued Your Ecosystem: Targeting Right Prospects

Target the right prospect

Direct more impactful communications and marketing plans

Marketing Analytics

360-degree customer view

Track efficacy of campaigns

Outbound Marketing vs Inbound Marketing

Impact of Social Media

Outbound Marketing/Inbound Marketing Video

http://www.youtube.com/watch?v=Q3yCB7AvvAkhttp://www.youtube.com/watch?v=Q3yCB7AvvAk

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What IS CRM?

Marketing Automation - Continued

Familiar: Marketing is Natural and Personal

Native Outlook Experience: Improve efficiency by centrally managing email

message, appointments, tasks, contacts, and customer information

Improved Data Management: Expedite data import jobs and improve data

quality with Import Wizards..a MUST in any CRM system

Pinpoint Segmentation: Identify high-probability prospects and instantly create

targeted marketing lists

Quickly Create Campaigns: Enable your sales and marketing staff to rapidlycreate impromptu campaigns

Simplified Communications: Whenever possible, simply your communications

with built-in mail-merge capabilities, email templates and ONE CLICK conversion

of email messages to CRM

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What IS CRM?

Marketing Automation - ContinuedIntelligent: Campaign Information that is Insightful andActionable

Campaign Life Cycle Management: Define and track campaign budgets, tasks,

activities, and collateral with holistic campaign management tools

Intelligent Lead Management: Seamlessly track lead details across the

organization, zero in on high probability leads, and instantly route them

Streamlined Processes: Simply lead qualification, budget approvals, and follow-

up actions with flexible workflows and guide dialogs

Holistic Response Tracking: Drive closed-loop campaigns by tracking responses

and converting email responses to leads Real-Time Insight: Track key performance indicators and articular better ROIs

with real-time dashboards, reports and inline data visualization

Comprehensive Goal Management: Instantly track key goals, lead generation,

lead conversion and response rates against pre-defined goals

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What IS CRM?

Marketing Automation - ContinuedConnected: Marketing that is Integrated and Collaborative

Permission Marketing: Streamline your permission marketing efforts through

automatic tracking of opt-in/opt-out preferences

Insightful Connections: Uncover new leads, identify influencers, and better

understand social trends Centralized Document Management: Fast-track the creation of marketing plans,

campaign collateral, and other documents

Improved Collaboration: Foster greater team collaboration and improve

campaign relevancy

Seamless Event Management: Improve the effectiveness of marketing eventsand easily track attendee data with built-in event management

Mobile Productivity: Access campaign information, marketing budgets and

other information using any web-enabled mobile device i.e., Mini PCs, iPads,

Galaxy, Thrive tablets

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What IS CRM?

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What IS CRM?

Customer Service Govt. 311 Call CenterWorld class customer experiences start with YOUR

people. A CRM system must arm customer service

professionals with a customer service and support

solution that combines the power of productivity withease of use. Case management, workflows,

dashboards, and knowledge management MUST be

part of a good CRM Customer Service system. It must

be natural, fast and efficient.

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What IS CRM?

Customer Service Automation - Continued Your People: Boost Service Productivity

CRM Customer Service must be familiar, easy to use and purposeful

Customer Service must minimize administrative tasks

Must enable Customer Service Personnel to competently and quickly

handle a customer service issue

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What IS CRM?

Customer Service Automation Continued Your Processes: Drive Service Efficiency

Efficient and consistent customer service processes drive high levels of

service quality

Maintains good customer service

Minimizes costs associated with service departments Guide service processes

Work Flow design and processes

Escalation efficiencies and Service Level Agreement monitoring

Streamline the efficiency of the overall service process

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What IS CRM?

Customer Service Automation - Continued Your Ecosystem: Engage with Precision

Customers expect service that is fast, accurate and directly suited to their

needs

360-Degree customer service view

Holistic Case Management Insightful Analytics

Multi-Channel communications support

Engage customers with precision and consistency

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What IS CRM?

Customer Service Automation - Continued

Familiar: Customer Service Tools That Are Natural and

Personal

Streamlined Case Management: Intuitive case creation, tracking, resolution and

escalation

Centrally Manage: Manage email messages, appointments, tasks, contacts and

customer information from a single screen

Advanced Personalization: Spend less time looking for information and more

time servicing the customer with personal views and most recently used lists

Full Interaction History: Track the details of every interaction, orders, contractsand cases

Service Response: Enable faster, more effective responses with built-in mail-

merge, email templates and one-click conversion of email messages

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What IS CRM?

Customer Service Automation - ContinuedIntelligent: Information that is Insightful and Actionable

Service Scheduling: Manage field service appointments, facilities and resources

Purchase History: Track product purchasing history, contracts and key renewal

dates so agents can take proactive action and offer relevant services

Insightful Service Analytics: Deepen insight with out-of-the-box or configurabledashboards, drill-down analysis and inline data visualization

Service Queue Management: Build queues against any entity, user or team and

streamline work state management for improved efficiency

Service Record Auditing: Improve visibility into service and support activities

and effectively meet service level agreements (SLAs) Guide Service Processes: Streamline case resolution and escalations with guide

dialogs, automated processes and conditional formatting rules

Service Goal Management: Instantly track service goals, i.e., first call resolution

and average call times

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What IS CRM?

Customer Service Automation - Continued

Connected: Service that is Collaborative and Responsive

Centralized Document Management: Manage cases, service contracts, FAQs,

and more

Knowledge Management: Up-level your customer service skills by creating,retrieving, and sharing knowledge through a shared knowledge repository

Service Team Management: Facilitate internal collaboration and coordinated

problem resolution with team management capabilities and real-time

communication tools

Web Self-Service: Empower customers to find answers, create their own cases,and schedule service appointments through the web 24x7

Unified Desk: Use your CRM solution to deliver a unified service desktop that

combines service applications within a single, streamlined interface

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What IS CRM?

Customer Service Automation - Continued

How Customer Service Makes a Durable Difference

Reduces Administrative Costs

Increases customer understanding

Reduces inefficient communication Decreases mistakes due to lack of information based decision making

processes

Reduces time spent trying to find information for a customer

Great service doesnt always mean youll retain a client, but poor service drives

customers away

GOOD SERVICE MAXIMIZES CHANCES OF

HIGHER CUSTOMER RETENTION RATES!

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What IS CRM?

With CRM, we were

able to reduce

escalations by 80% and

the cost per incident by

22%. It has been

essential in helping us

improve customer

satisfaction levels and

our ability to reduce

customer churn.

Umair Chaudhary, COO

Barclays Bank

One hour after implementing CRM, a dealer called

with an issue. With one click, the customer service

representative accessed the complete history of the

dealer and all of the related data to successfully

resolve and close the case with precision and speed.

Bede Braegelmann, Service and Marketing Manager,Polaris Industries

CRM has helped Jelly Belly reduce customer

churn by an amazing 50% by giving us a solution

that lets us standardize how we interact with ourcustomers and how we share data across

departments. Dan Rossman , VP IT, Jelly Belly

Customer Service Automation - Continued

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What IS XRM?

Gartner Analyst Doug Laney first proposed, defined

and coined the term Extended Relationship

Management (xRM). He defined xRM as theprinciple and practice of applying CRM disciplines

and technologies to other core enterprise

constituents, primarily partners, employees and

suppliers.

Extended Relationship Management

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CRM in a Nut Shell

Deployment of a World Class CRM system can

do more to increase revenue, increase customersatisfaction, increase customer retention and

DECREASE costs, than any other software

investment that a company can make!

F G

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Forrester Group

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Questions?

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Thank You

Rob Gillespie, CAEPremier Computing, Inc.

801-487-8400 x 102

rgillespie@premiercomputing.com