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

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

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

4. 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

5. 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

8. 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

9. Return on Investment Norwich City FC Brother International

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

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

17. CRM vs. Contact Management (on steroids)

18. Data driven, not process or strategy

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

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

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

22. 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

23. British Sugar: Adoption of CRM over time

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

31. Questions Don Wiid Contact Edge CRM Closer To Your Customers

32. Questions Don Wiid Contact Edge CRM Closer To Your Customers

33. Questions Don Wiid Contact Edge CRM Closer To Your Customers

34. Questions Don Wiid Contact Edge CRM Closer To Your Customers

35. Questions Don Wiid Contact Edge CRM Closer To Your Customers

36. Questions Don Wiid Contact Edge CRM Closer To Your Customers

37. Questions Don Wiid Contact Edge CRM Closer To Your Customers