1. George Dempster

2. This Afternoon Technology in My Practice Customer Relationship Management (CRM 101) Merging I.T. & CRM

3. Technology Hardware Software 3 rd Party Service Providers Connectivity

4. Hardware

5. Software Operating Systems Practice Management Applications Business Applications

6. Operating Systems

7. Practice Management 50% 14% Other EMD Optimax IKAT

8. Business Applications Office Package AccountingAnti Virus

9. 3 rd Party Providers Switching Houses BankingStorage

10. Connectivity 3GADSL Dial UP isdn

11. Networks Local Area Network Wide Area Network WirelessLinked

12. Technology?

13. CRM 101

14. Customer Relationship Management Customer relationship management (CRM) are methods that companies use to interact with customers. Includes – systems – customers -staff processes – collecting and sharing information The outcome satisfied customers – measured by company profitability

15. Establish your niche (skill – experience – technology) not price (what can the market withstand – rather than cost plus) Create material – logo – letterheads – business cards – e-mail picker – website – take on forms - signage Educate you staff – practice positioning correspondence – processes - pricing Step 1 – Position the Practice

16. Referrals – Optoms - GP’s – Exising Patients – Partners – Service Providers Unique identifier – biographical including - data of birth, gender, religion, – mobile number and e-mail Generate according to the community Use staff and technology to communicate Ensure you have clear positioning on Pricing – Service Level Agreements - Payment terms Step 2 – Gather Information Community Connect Content Communications Commerce

17. Outreach program - CPD meetings for Optometrists - GP’s - Schools and old age homes Establish daily and weekly targets Keep records – (number of patients – number of referring Dr’s - procedures – outcomes) Step 3 - Build your customer base

18. CRM Checklist Employees trained and empowered Customer service performance measures exist – attainable goals are set Regular and informative communications Employees build one on one relationships with key customers Conducive working environment - collaboration and teamwork encouraged Regular employer - employee appraisals Business processes reviewed and improved Customer data maintained – updated and improved Customer complains welcomed and resolved quickly

19. CRM 101?

20. Merging I.T. with CRM

21. My Website Practice website

22. My Website Online Forms

23. My Database Admin Tool

24. My Database Admin Tool

25. My Database Admin Tool

26. My Society Admin Toolkit

27. My Society Admin Toolkit

28. Bulk Communications

29. Bulk Communications - surveys

30. Rep Platform

31. The Results

32. Our Products

33. E2 - 2010 Design – build – host and maintain a practice website 1 GIG ADSL per month400 SMS communications per month

34. Thank You