CRM Buzzword or Tangible Business Benefit? David Pinches Marketing Director, Sage CRM

Customer Relationship Management CRM is a business strategy to create and sustain long term profitable customer relationships CRM requires a customer centric business philosophy and culture to support effective marketing, sales and service processes. CRM applications can enable effective customer relationship management, provided that the enterprise has the right leadership, strategy and culture

Answer! Tangible Business Benefit if.. Your Business Strategy –Customer Strategy –Customer Culture –Customer Focus Your Use of CRM –Reflects Known and Understood Business Processes –Is Pragmatic –Is Flexible –Is Phased –Is Integrated…

How many views does your company have of your customer?

Sue: Is a great customer Is entitled to an additional 10% discount Has recently moved offices Sue: Is a great customer Is entitled to an additional 10% discount Has recently moved offices The Sales View Sales Director

Sue: Has received five interactive promotional CDs in the last 3 months She has only responded to one spending a total of £45 (including £5 discount) Sue: Has received five interactive promotional CDs in the last 3 months She has only responded to one spending a total of £45 (including £5 discount) Marketing Director Marketing Director The Marketing View

The Support View Sue: Is a nightmare!!! Over 20 calls using more than 3 hours of rep time Cost £45 last month to support Sue: Is a nightmare!!! Over 20 calls using more than 3 hours of rep time Cost £45 last month to support Support Manager

The Finance View Sue: 90 days past due On Credit-hold Phone number is disconnected Sue: 90 days past due On Credit-hold Phone number is disconnected Finance Director

MarketingSales SupportFinance The Single View from Sage CRM Solutions

Sage CRM Customer Relationship Management Small, Medium and Corporate Divisions ACT! and SalesLogix 4,000,000 Users Worldwide Focus on the Customer Relationship Lifecycle..

The Customer Relationship Lifecycle Marketing Sales Commercial Transactions Service & Support

An Introduction to SalesLogix The Market Leading CRM Solution

Customer Information Systems! Filing Cabinet

Internet Phone LetterFax Face to Face 3 rd Party Partners Your Customers Internet Phone LetterFax Face to Face 3 rd Party Partners Your Customers Internet Phone Letter Fax Face to Face Face to Face 3 rd Party Partners 3 rd Party Partners SALESSALES SALESSALES SERVICESERVICE SERVICESERVICE MARKETINGMARKETING MARKETINGMARKETING Business Intelligence and Analytics

SalesLogix Suite Support Marketing Sales Back Office Integration Back Office Integration eBusiness Integration eBusiness Integration

Attract - Sell - Retain Customer Lifecycle Driven via configurable business processes

SalesLogix Sales Managing, forecasting, and reporting throughout the sales cycle Account and contact information Opportunity tracking Calendar and activity management Sales processes automation Reference library Competitor tracking Literature fulfillment In-context integrated Web services Lead distribution Territory realignment Products, pricing, and inventory Advanced forecasting and reporting

Data mining Campaign management Task management Campaign response tracking Workflow automation Budget and revenue tracking Campaign reporting SalesLogix Marketing Managing, tracking, and measuring targeted marketing campaigns

SalesLogix Marketing

SalesLogix Support Tracking, managing, and resolving customer support issues Account and contact information Support ticket management Defect tracking Contract management Return material authorisations (RMAs) Self-service support Standard problems and resolutions Product tracking Knowledge management Reporting Escalation management

Anytime, Anywhere Data Access Real-time access to customer data for improved productivity, efficiency and responsiveness

The Single View Integration to Sage Enterprise

pda Integrating the Front Office & Back Office Finance & Administration Customer Service & Support Sales & Marketing Mobile Users in Sales and Service Internet

Integration Benefits Deliver all relevant customer information to staff –Sales, Marketing, Service & Financial Fully enable the customer cycle through to purchase Improve Customer Service Levels & Loyalty Improve business intelligence

Has CRM Produced The Benefits?

CRM Coming out of the trough Noticeable reduction in project failures What degree of success in operational performance? –75% See Improvements *Source: Insight Technology Group Study of 226 CRM deployments in 2001

CRM – Reported Highlights Consumer Packaged Goods Company –Increase revenues per sales rep by 41% Distribution Company –Reduced time to get sales reps effective by 50% Electronics Manufacturer –Improved leads conversion from 1:100 to 1:5 Manufacturer –Reduced Sales Order Processing errors by 23% *Source: Insight Technology Group Study of 226 CRM deployments in 2001

Increased Sales Revenue SalesLogix UserResult NuGenesis350% Increase in Revenue Watlow Electric15% Increase in Revenue Total Vision Marketing50% Increase in Revenue Headland Machinery25% Increase in Sales Prophet2130% Increase in Revenue PayTrust 30% Improvement in Customer Conversion

Increased Service Performance SalesLogix UserResult Headland Machinery65% Decrease in Service Response Time Simmons & CompanyCustomer Report Generation Time Decreased From Hours to Minutes Venatus Consulting50% Decrease in Time Needed to Post New Positions Worldres.com50% Reduction in Time Required To Bring New Customer Sites On-Line NEC Mitsubishi Electronics Average On-Hold Time Dropped From 30 Seconds to 7 Seconds Prophet2120% Improvement Customer Satisfaction

Increased Marketing Effectiveness SalesLogix UserResult Credit Data of New England Direct Mail Generation Work Days Reduced From 2-3 Days to Less Than One Day ARC Advisory Group Marketing Department Productivity Doubled, $200,000 Savings in 6 Months Prophet21Direct Mail Response Doubled Lead Conversion Rate Doubled Lead Generation Budget Reduced by 50%

Reasons for Success Clear understanding of the specific business challenges they faced Understand the specific operational issues in the sales and marketing process Set objectives at user and business level Clear understanding of the role technology could play in addressing these challenges *Source: Insight Technology Group Study of 226 CRM deployments in 2001

CRM Definitely A Business Benefit What Next?

Next Steps SalesLogix Product Demonstrations –3:30 to 5:00 Register Interest For “Single View” Workshop –Complete & Return Form – –Complimentary Integration Technology Andrea Chaplin