Presentation slides from Customer Relationship Management (CRM) workshop as part of Destination Digital business support programme from Connecting Cambridgeshire. Want more information? Small businesses across Cambridgeshire and Peterborough can currently get free business support on using digital technology until March 2015. More information here: http://destinationdigital.info/advice/

1. Introduction to CRM –
Customer Relationship Management
- much more than just a
contact database

2. Why CRM?
“A business absolutely devoted to service will have only one
worry about profits. They will be embarrassingly large.”
Henry Ford

3. Agenda/Topics
• What is CRM?
• Value of Data
• Relationships
– Marketing
– Sales
– Customer Service
– Data Management
• Questions and Answers

4. Who we are
• IMMIX Solutions
• Dorette and Arild
• Implementers of Microsoft Dynamics CRM
• Business Focus as opposed to Software
focused

5. What is CRM?
• Software vs Strategy
• Customer Focus
• Data Focus
• Not just for big companies…..
• And not just for the sales department…

6. Value of Data
• Know your Customers
• A 360 degree view of the Customer
• Current and Accurate
• Easy to find
• Consistent – one version of the truth
• Company ownership of data
• Audit Trail

7. Know your Customers
• Makes it easier to predict future behavior and
needs
• Makes it easier to upsell and cross sell
• Makes the Customer feel loved and cared for
-> More profit per customer
-> More referrals
-> Customers that stay with you for longer
-> Better visibility of “Good” and “Bad” Customers

8. Current and Accurate data
– that you can find
• Less embarrassing situations
• Much less time spent looking for information
• Easier to step in when staff leave and go on
holiday
-> Saves time, more effective staff
-> Staff can focus on productive work
-> Can grow without hiring new staff
-> Every customer feels like a VIP

9. A good CRM system
makes you proactive
• Reminders when you need to follow up
• Dashboards that keeps you focused
-> More timely closing of deals
-> Keeping you focused on the important stuff
-> Easier to step in for staff not present

10. A good CRM system
improves your processes
• Standardises your processes
• Improves the weakest link

11. A good CRM system is used
• Some of the best CRM systems in the world
fail as they are not used……….
-

12. Areas of CRM
From cradle to grave
• Marketing
– Manage marketing campaigns
• Start making informed decisions
• Keep templates for future use
– Send targeted email campaigns
• Know what information you sent to whom and when

13. Areas of CRM
From cradle to grave
• Sales
– Managing your opportunity pipeline
– A more structured sales process
– Follow up on Quotes
• Service
– Managing issues/cases
– Scheduling

14. What should a CRM solution have?
• Integration with Outlook/email
– Your communication is mostly via emails, and if it
does not integrate easily the users will not use it
• Flexible enough to cater for your needs - now
and as you grow
• Mobile devices

15. What should a CRM solution have?
• Dashboards
– To easily visualise the data
– Easily interact with the data
• Good reporting
– Visibility of reality
• Export to and import from Excel
– For further analysis

16. What solution to choose?
• Know what you need, now and in the future
• What problems are you trying to fix?
• Get help/assistance
• Free is not always free
• Focus on business processes and your
requirements
• Return on Investment is key!!

17. What solution to choose?
• Some more to consider
– Free vs paid
– On own PC/Server vs in “the cloud”
• What is the cloud?
– What is needed now vs what is needed later

18. What is out there?
• There are a lot of CRM suppliers out there
• The big 4
– SAP
– Oracle
– Microsoft
– Salesforce
• SMB
– SugarCRM
– Zoho
– Etc.

19. Why we chose
Microsoft Dynamics CRM?
• Easy to modify to fit our customers business
• A platform to support business processes
• Familiar user interface
• Great integration to Outlook
• Very good Workflow functionality
• Scalable from 1 to hundreds of users

20. How do we do a project?
• Workshop to establish requirements
• Modify system to fit business processes – AND
giving business advise about improvements
• Phased approach
• Go live and hand-holding
• Long term business relationship

21. Some screenshots - Dashboard

22. Some screenshots – Customer List

23. Some screenshots – Customer Record

24. Q & A