CRM for Manufacturing: The Key to Customer Loyalty & GrowthCRM for Manufacturing: The Key to Customer Loyalty & Growth
Confidential Information
#MaxCRMmanufacturing
Maximizer Software Fast FactsMaximizer Software Fast Facts
CRM leader since 1987 CRM provider for Small and Medium Businesses
(SMBs), divisions of Large Enterprises Global Offices
North America – Vancouver, BC (Headquarters) EMEA – UK, South Africa Asia Pacific – Australia, Hong Kong
Network of business partners worldwide Over 120,000 customers Over one million licenses sold
AgendaAgenda
Customer Loyalty
Market Dynamics –Manufacturing
The Test of an Effective CRM system
Needs of Key Groups
Frontline
Manager
Senior Leadership
Partners
Closing Remarks
Loyalty is Good BusinessLoyalty is Good Business
“A 5% improvement in customer retention will yield a 25-30% increase in profitability across a variety of industries”
- Frederch Reichheld, The Loyalty Effect , 1996
Customer Loyalty Customer Loyalty
Loyalty
The degree to which consumers prefer and continue to purchase the same brand within a product or service category. Brand loyalty results in improved sales volume and the ability to charge a premium price.
Manufacturing Market DynamicsManufacturing Market Dynamics “Prodice” – no products are really standalone –
combination of a product and service offering
Specifications – part of a greater process
Longer sales cycles
Scale and scope – RFP & RFI
Greater emphasis placed on relationships – supply chain – integration – inputs
Competitive – new technologies or systems coming to market – global economy – information from the frontline becomes critical
Multiple touchpoints the customer – salesperson, service group, financial
Sales and Service – The TeamSales and Service – The Team
Front Line Staff Sales and Customer Care
Managers Execution & Performance Data
Senior Executives & Owners
Strategy & Business Information
Partners Resources & Collaboration
Front Line Sales & Service Staff Front Line Sales & Service Staff
Sales reps, customer service, project managers, partner managers
Needs: Track Calls Track email Access client history Manage projects Organize day and tasks
Customer Service Case ManagementCustomer Service Case Management
Customer Service Case Management:
• Manage & track post-sales issues
• Link to customer record
• Analyze service issues
ManagersManagers
Sales Department, Customer Service, Project Managers, Account Managers
Needs: Manage staff schedules and time Sales Managers – Lead Follow-up Sales & Service Managers – address problems
and exceptions Provide company leadership with
information/updates on progress.
Alert Email:• Leads not
followed-up
• Lead details• Sales rep assigned• Date lead entered• # of days since
follow-up
Email Alerts
Sales ProcessSales Process
1) Initial Contact
2) Need identification
3) Qualified prospect
4) Proposal
5) Negotiation
6) Closing
7) Deal Transaction = $
Sales Cycle Management & ForecastingSales Cycle Management & Forecasting
Sales Opportunity Management:
• Manage pipeline
• Implement stages & processes
• Forecast date, deal size, products
Senior LeadershipSenior Leadership
Aggregated information – snapshots
Real-time
Ability to gets details on the problem
‘Just in time’ notification
Access ‘where’ and ‘when’ they need
Senior Executives - ‘Health of the Business’ - At a Glance Senior Executives - ‘Health of the Business’ - At a Glance
Sales Monitoring AlertsSales Monitoring AlertsAlert – Sales Opportunity Monitoring
Opportunity ID: 1009 Sales Objective: X Product Sale
Company: ABC Manufacturing
Contact: Smith, John
Sales Leader: Willie Closit
Sales Team: International
Opportunity categories: X Manufacturer
Opportunity products/services: Widget Y
Note: Wants quote for 30 Widgets and Installation package
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‘Willie Closit’ updated the following fields:
'Probability Closing' has been changed from 50% to 75%.
Summary Summary The ‘customer experience’ from initial contact to
product installation to post purchase service can be
a true differentiator vs. your competition.
Maximizer CRM, with a variety of sales and service
tools and capabilities to be used to engender loyalty
Accountability at all levels can improve performance.
Competitive advantage can be gained with just one
or two features or benefits that you deliver
But it isn’t about us…..But it isn’t about us…..
An invitation to a conversation…..about you and your business.
Email: [email protected]
Phone: 1-800-804-6299
Contact your Account Manager