1. www.nb2bc.co.uk Unleash the power of Online Trading, with CRM Steve Orriss James Pennington

2. © 2008 NB2BC Agenda Steve CRM Background Managing processes with (and without) CRM James Case Studies Q&A

3. © 2008 NB2BC Customer Relationship Management The art/science of using information to find, acquire and retain customers. The people, processes, and technology questions associated with marketing, sales, and service. Source: CRMAdvocate.com Originally, a philosophy putting the customer at the centre of everything a business does Now, a term describing ICT applications giving a business the ability to systematically increase their knowledge of their customers

4. © 2008 NB2BC CRM – why bother? Store all details of all your customers in one place Name, address, phone, email, url, quotes, purchases but also industry sector, size etc. for market analysis Manage the process of handling new leads Remind you when you need to take action with a customer or lead Manage eMarketing activity Make customer history data readily available to all employees

5. © 2008 NB2BC What is the Goal of an SME? To make money What must you do to make money? Sell something What must you do to make MORE money? Sell more to current customers OR find new customers

6. © 2008 NB2BC Selling to current customers - No CRM Buy something Marketing Customer

7. © 2008 NB2BC …and with CRM Store data Targeted E-marketing Website Customer Buy something Analyse Data Customer Relationship Management Create Target List Follow up

8. © 2008 NB2BC Finding new customers – No CRM Buy something Market Possible Customer

9. © 2008 NB2BC …and with CRM Buy something Marketing (update db) Identify Possible Customers Details in Database Follow up CRM System

10. © 2008 NB2BC …so you can’t sell online You still need a customer database You still need to be able to analyse it and do targeted marketing Issue: getting the data in to the database

11. © 2008 NB2BC Enquiry management with CRM Send enquiry Data in CRM Assign work Send quote to customer Create quote Take order Call Customer Review quote Quote OK? Yes Re-quote No Customer Administrator Estimator Sales

12. © 2008 NB2BC Case Study 1 – Rainbow Safety Signs Manufacturing business Lead Management Handling telephone sales Tracking effectiveness of staff

13. © 2008 NB2BC Case Study 2 – Severn Partnership Professional Services business Core Business Application All work logged and tracked Reasons for losing work Quick reports for revenue generation

14. © 2008 NB2BC Case Study 3 – National B2B Centre Lead and project management Website integration