Templates to help select the right system for your business and ROI Choosing a CRM system and getting ROI Templates to help select the right system for your business and ROI Customer Relationship Management - CRM Michael Evans Chief Thinker & Do-er at Beyond-Consulting: web: www.beyond-consulting.co.uk email: michael.evans@beyond-consulting.co.uk ; mobile: +44 (0)7816 787293 ; twitter: @michael_cevans

Key Points To Consider It might sound obvious, but when you’re looking to implement a new CRM system, it’s important to evaluate options against the specific needs of your business: What are you trying to achieve? What do your processes look like? This is a great time to re-evaluate your processes to improve them and eliminate inefficiencies How do the users of the system work? Are they office or field based? Do they have connection to the internet all the time? What other systems do you need to share data with? Finance, order processing, website leads etc There are many more factors to consider, so your should approach the selection of a new CRM with a structured process. This presentation is intended to give you templates to guide you through key steps you should cover, in the selection process.

Create A Great Customer Journey Map out your ideal customer journey Identify benefits provided by improvements in the process Consider communication internally and externally

Quantify The Benefits Identify and quantify what improvements the CRM system could bring. Use this to prioritise features of your ideal CRM systems. Opportunity Identified Benefit to Business

Prioritise Changes Put a benefit value against the improvements a new CRM system will bring you. Use this to recommend and justify the investment in a new CRM system. Priority Phase Opportunity/Process Expected Return p/a 1 2 3 4 5 6 7

Shortlist CRM Systems Don’t forget ongoing costs: Support Layout changes / new fields and values Upgrades / new features