A delve into CRM Don Wiid Contact Edge CRM Closer To Your Customers

ROI: Advertising vs. CRM David Thorp, director of research and professional development at CIM Marketingweek.co.uk, 6 August 2009

ROI: Advertising vs. CRM 1,223 marketers surveyed David Thorp, director of research and professional development at CIM Marketingweek.co.uk, 6 August 2009

ROI: Advertising vs. CRM 1,223 marketers surveyed Advertising, (excluding online) produces the worst ROI David Thorp, director of research and professional development at CIM Marketingweek.co.uk, 6 August 2009

ROI: Advertising vs. CRM 1,223 marketers surveyed Advertising, (excluding online) produces the worst ROI 25% say CRM delivers the best ROI David Thorp, director of research and professional development at CIM Marketingweek.co.uk, 6 August 2009

CRM is a philosophy and a business strategy Supported by a system and technology Designed to improve human interactions in a business environment Paul Greenberg, author of CRM at the speed of light

Return on Investment Norwich City FC Brother International

Metrics to measure ROI 52% increase in leads 34% boost in revenues 23% decrease in service and support costs 30% improvement in customer retention

Will it work in my business? Take stock of your processes

CRM vs. Contact Management (on steroids)

Data driven, not process or strategy

CRM vs. Contact Management (on steroids) Data driven, not process or strategy Integration and Analytics weak

CRM vs. Contact Management (on steroids) Data driven, not process or strategy Integration and Analytics weak Workflow weak / non-existent

CRM vs. Contact Management (on steroids) Data driven, not process or strategy Integration and Analytics weak Workflow weak / non-existent Scalability issues

CRM vs. Contact Management (on steroids) Data driven, not process or strategy Integration and Analytics weak Workflow weak / non-existent Scalability issues Code-less customisation

British Sugar: Adoption of CRM over time

In conclusion, remember… CRM is a Strategy / Process, not a project Don’t underestimate Outlook integration Code-less customisation is vital

Questions Don Wiid Contact Edge CRM Closer To Your Customers

Questions Don Wiid Contact Edge CRM Closer To Your Customers

Questions Don Wiid Contact Edge CRM Closer To Your Customers

Questions Don Wiid Contact Edge CRM Closer To Your Customers

Questions Don Wiid Contact Edge CRM Closer To Your Customers

Questions Don Wiid Contact Edge CRM Closer To Your Customers

Questions Don Wiid Contact Edge CRM Closer To Your Customers