crm training courses Birmingham and Walsall. Pathway Group are seeking to assist and support SME Businesses. So Whether you are currently re-evaluating your existing CRM processes and systems, or you have a need to either reconfigure or indeed possibly replace existing systems that may not be working for you

1. Should I
bother with
CRM?

2. What is CRM?
Customer Relationship Management (CRM) is the
process of actively managing information about a
company’s customers in order to effectively
manage the relationship the business has with those
customers
or….
Knowing your customers and ensuring they
get the information they need when they
need it
Looking at business issues in the West Midlands
www.pathway2grow.co.uk

3. Examples of great CRM
Think about any situation
where a business sends you
the information you need
just when you need it. It’s
unlikely to be luck…
 Amazon – ‘You recently viewed’
 Nectar/Clubcard – recent purchases and linked offers
 Interflora – reminders of birthdays, anniversaries etc.
 Early renewal reminders from suppliers
Looking at business issues in the West Midlands
www.pathway2grow.co.uk

4. Why use CRM?
Looking at business issues in the West Midlands
www.pathway2grow.co.uk

5. CRM boosts your customer
loyalty and retention
It is easier and cheaper to grow your business with
existing customers than to find new ones
 What are your customers purchasing habits?
 What are their interests?
 When is their birthday?
Keeping key customer information and then acting on it
when appropriate shows you care and builds real
relationships
Looking at business issues in the West Midlands
www.pathway2grow.co.uk

6. CRM increases sales
by…remaining relevant
 Communicating with customers about irrelevant offers
and information will alienate them and make them
switch off
 Remaining relevant to their interests and requirements
keeps them listening even when they’re not interested
in buying
 Remaining relevant shows customers that you listen
 Remaining relevant means that when you do
communicate you’re more likely to do business
Looking at business issues in the West Midlands
www.pathway2grow.co.uk

7. CRM increases sales by…
being timely in follow up
 Following up sales leads in a timely manner means
you’re more likely to win the business
 Don’t miss promised response dates
 Be consistent and professional
 Are you driving sales enquiries forward quickly enough
Looking at business issues in the West Midlands
www.pathway2grow.co.uk

8. CRM helps you understand
what’s happening in your
business
 How many deals do you have in the pipeline and
what are they worth?
 How many new business enquiries did you get
yesterday/last week?
 Which clients have been in contact and are they
happy?
 Your CRM can act as your business dashboard
Looking at business issues in the West Midlands
www.pathway2grow.co.uk

9. CRM tools for small
business
There are numerous CRM tools available for small
business, and it’s important to do you research and
test solutions so you get the right package for your
needs.
Here’s a few of the best…
Looking at business issues in the West Midlands
www.pathway2grow.co.uk

10. Salesforce.com
Cost - £17 per user per month
Pros:
 Huge potential with many data entry points
 Capable of integrating with almost any system
Cons:
 Minimum 1 year contract
 Depending on number of users can get expensive
Looking at business issues in the West Midlands
www.pathway2grow.co.uk

11. Zoho
Cost –Free to $35 per month
Pros:
 Competitively priced
 Integrates with Google Apps
 Easy to create online forms for lead generation.
Cons:
 Free version is limited to 3 users
 Complicated user interface which can put new users
off
Looking at business issues in the West Midlands
www.pathway2grow.co.uk

12. Highrise
 Cost – Depends on contacts and users, free package
available and starts at €24 per month
Pros:
 Very easy to use
 Competitively priced
 Aimed at small businesses
Cons:
 Limited to a maximum of 40 users.
 Aimed only at small businesses and has some features
not available
Looking at business issues in the West Midlands
www.pathway2grow.co.uk

13. Nimble
(Social CRM)
 Cost – Free to $15 per user per month
Pros:
 Works well with external tools like Mail Chimp and
Evernote
 Tracks leads across numerous platforms, particularly social
 Dashboard gives an informative look at your lead and
sales pipeline
 Cons:
 Free plan is limited to only five deals
 Google Calendar Sync doesn’t work both ways
 Complicated user experience
Looking at business issues in the West Midlands
www.pathway2grow.co.uk

14. Pathway Group
Promoting and encouraging
education and training and improving
and advancing employment
prospects for individuals and thereby
contributing to the success of small
and medium sized employers.
To learn more, visit…
www.pathwaygroup.co.uk
Looking at business issues in the West Midlands
www.pathway2grow.co.uk