1. Why, more than ever,
CRM matters for every business
Presented By: David Beard
CRM Principal at Sage

2. Evolution of CRM
Sales force automation
CRM
Contact and Calendar Management
Rolodex
Extended enterprise collaboration

3. Silos of Information
Outlook
Marketing
Remote Workers Finance
CRM
Sales

4. The Business Value
Increase Sales Productivity
Improve Sales Opportunities
and Increase Close Rates
Optimize Marketing Spend
and Maximize ROI
Enhances Customer Experience and
Deliver Excellent Service
Reduce Costs by Automating Processes and
Delivering Better Service

5. Specifically, in
Times of Need
Automated processes – less human
errors, less administrative time, less
paperwork, less duplication of work
Improved customer service – less
returns, less attrition, better responses
Better customer insight – effective
marketing with quality information

6. Why CRM now?
Customer Relationship
Management (CRM) is a set of
strategies and processes
designed to manage customer
relationships.
It involves acquiring and
developing knowledge about
your customers and using this
information to improve customer
satisfaction and retention.

7. Why CRM now?
CRM is now a “must have”
– For many companies IT-enabled
marketing, sales, and customer
service is a source of competitive
advantage

8. Why CRM now?
CRM embraces new technology
– Mobile, social media and
e-marketing are increasingly
important

9. Why CRM now?
CRM delivers ROI
– CRM delivers ROI in 12 months, for
example by:
• Improving connectivity with customers
• Allowing cross-selling with existing
customers
• Improving customer satisfaction
• Reducing marketing service costs.

10. Why CRM now?
Marketing is becoming a key sales driver:
“The marketing function is seeing the biggest
boost in interest and spending post
recession... the Chief Marketing Officer is
under pressure to support improved digital
marketing and to address the need for social
media marketing.”
Gartner

11. What are your business challenges?

12. Acquiring …
“I need to be able to calculate the cost per
lead or click easily and accurately.”
“I want to optimize my marketing spend by
reaching out to as many prospects as
possible, especially through social
networks.”
“I’d like to improve the quality of the
campaigns and increase sales leads.”
Marketing

13. Supporting …
“Sometimes it is hard to service customers
because we don’t have a documented
history of their previous calls.”
“We want to give great service but we
lack actionable real time information.”
“Our processes are not automated so
cases sometimes are not fully resolved.”
Customer
Services

14. Monitoring …
“I need analytics tools to help me monitor
the state of my business and measure
performance metrics.”
“I want to see how the company is
delivering on customer service.”
“I need to stay accessible to my top
customers and know their business inside
out.”
Managers

15. What about your business ?
What are your hidden business issues
- can you really expose the root causes?
What’s the cost of not solving these issues?
Customers
How can BAASS help you build a credible
case for change?

16. Building the case ..
Surface hidden
business challenges
Quantify cost of not
solving,
Marketing
Owner/Manager
Address functional issues
Build high level ROI
/ investment case
Sales
Investigate further
with functional
leaders
Drill down into detail
Build an investment case
Service
Articulate a call-to-action

17. Building the case…
Can we help you think about it?
Top line improvement by:
Bottom line improvement by:
•
•
Increasing lead volume by sales
Increases in business close rate
•
•
•
•
Reducing the length of the sales cycle
Improving the opportunity close rate
•
•
•
Increasing average contract value
Increasing the contract renewal rate
Reducing marketing budget
Reducing sales travel and
expense
Reducing staff costs through
productivity improvements

18. Building the case ..
Data
Front
Office
–
–
–
–
Tasks
–
Non-financial
Interactional
Qualitative
Largely
Unstructured
–
–
Business
Development
Demand
Creation
Customer
Service and
Retention
Staff
–
–
–
Sales
Marketing
Customer Care
Focus
–
–
–
Revenue
Generation
Outward
Looking
Collaborative
Negative impact on duplication
Unnecessary administrativesatisfaction
Departmental silos of information
Verbal sign off requirements
Process customer overhead
Data
Back
Office
–
–
–
–
Financial
Transactional
Quantitative
Largely Structured
Tasks
–
–
–
–
Transaction
Processing
Budget
Management
Cashflow
Management
Reporting
Staff
–
–
–
Finance
Admin
Senior
Stakeholders
Focus
–
–
–
–
–
Cost Control
Performance
Measurement
Compliancy
Inward Looking
Insular

19. The Sage CRM Enabler

20. The Sage CRM Enabler
Builds on 30+ years of SMB heritage to deliver
a CRM solution that is optimised to the needs of SMBs.
For 15,000 customers, 250k users , 70 countries
Easy to use and customise to adapt to your business

21. The Sage CRM Enabler
• Powerful tool to manage customer
relationship and gain customer insight
• Easy to use & Fast to deploy
• Scales up as needed to meet company’s
growth needs
• Cost Effective

22. The Sage CRM Enabler
• Eliminates duplication of efforts
and data corruption
• Supports end-to-end data
strategy including mobility and
social media
• Fosters collaboration and
Improves communications
across business units
• Accelerates customer responses
to inquiries and Increases
quality of information

23. The Sage CRM Enabler
Informative People
Effective Processes
Invaluable Technology
Increased Productivity
Satisfied Customers
Reduced Costs

24. For companies like you …
Automotive
Technology/
Software
Services/
Retail
Membership
Organisations
Health/Sport
/Leisure

25. That gain measurable success …
“60% efficiency gains have been achieved across the entire business”.
Ayda Hornak, Infrastructure and Innovation Manager, Waivestar Group
“…within three to four months of implementing the new system, we were able to
achieve fifty per cent growth in the business.”
Steve Cumper, Founder, Medshop
ROI on the new system was achieved within 17 months. “Overcoming the account
keeping overhead linked with duplication has saved us $55k per year in audit
activity.”
Ian Lindgren, Chief Executive Officer, PayMe
“The software can take some credit for an 8 per cent improvement in customer
satisfaction ratings as well as revenue growth.”
Chakri Wicharn, Information Manager, Fuji Xerox, Thailand

26. Companies like you
with BAASS

27. Why, more than ever,
CRM matters for every business
Presented By: David Beard
CRM Principal at Sage
David.Beard@sage.com