1. BAASS Connect 2015 Getting Your Business on Board with Customer Relationship Management BAASS Moderator: Zainab Salihi Guest Speaker: David Beard, Sage CRM @baassbiz #BAASSConnect15

2. Sitting comfortably? @baassbiz #BAASSConnect15

3. @baassbiz #BAASSConnect15 Source: @DU_Press “… digital transformation isn’t really about the technologies” MIT Sloan Management Review / Deloitte Digital BAASS Connect 2015

4. Customer Relationship Management Generally  “CRM is a business strategy designed to optimise profitability, revenue, and customer satisfaction” Inside a Business  Increase Revenue  Avoid Costs  Improve Service @baassbiz #BAASSConnect15 BAASS Connect 2015

5. Why CRM is, more than ever, imperative @baassbiz #BAASSConnect15 BAASS Connect 2015

6. Why CRM is, more than ever, imperative @baassbiz #BAASSConnect15 BAASS Connect 2015

7. @baassbiz #BAASSConnect15 Reduce Costs Avoid Costs Increase Revenue Improve Service The IRACIS drivers BAASS Connect 2015

8. What’s the view of your “Firm of the Future”? Performance metrics that business excellence Aberdeen Group researched 104 companies, studying overall sales effectiveness and, specifically: How they organise customer-centric data Provide access to data to customer-facing personnel Streamline the holistic management of accounts @baassbiz #BAASSConnect15 BAASS Connect 2015

9. Performance metrics from these companies … The top 20% - “Best in Class” Customer retention - 94 % (vs. 81% Average and 19% Laggards) Year-on-year increase in Net Client Value - 13.2% (vs. 1.0% Average and 1.9%  Laggards) Year-on-year overall sales achievement - 11.6% (0.3% Average and 0.7%  Laggards) All about their use of customer- centric data in all processes @baassbiz #BAASSConnect15 What’s the view of your “Firm of the Future”? BAASS Connect 2015

10. How they organise customer- centric data Provide access to data to customer- facing personnel Streamline the holistic management of accounts @baassbiz #BAASSConnect15 What’s the view of your “Firm of the Future”? BAASS Connect 2015

11. How do you measure up?

12. @baassbiz #BAASSConnect15 Strategy Business Architecture Projects Guides Drives Updates Informs BAASS Connect 2015

13. @baassbiz #BAASSConnect15 Strategy Attract New Business Sell Products & Services Look after your customers Business Architecture Projects Guides Drives Updates Informs BAASS Connect 2015

14. @baassbiz #BAASSConnect15 Strategy Health Check your “Base System” Review needs for additional elements Build a foundation for your CRM Business Architecture Projects Guides Drives Updates Informs BAASS Connect 2015

15. @baassbiz #BAASSConnect15 Strategy Defined phases of business success Supporting marketing, sales & service Aligned to your business’ ROI Business Architecture Projects Guides Drives Updates Informs BAASS Connect 2015

16. MarketingSales Customer Service Order Admin Email, eMarketing, customer lists, prospect lists, mailing databases, spreadsheets, word documents, pdfs, powerpoints Email, LoB systems, Mobile applications, spreadsheets, forecasts, word documents, powerpoints Email, helpdesk / LoB systems, Mobile applications, spreadsheets, word documents, pdfs, help Email, accounting system, spreadsheets, word documents, powerpoints Customer Service and Support Account / Order Query Thinking about getting your business “on-board” with CRM @baassbiz #BAASSConnect15 BAASS Connect 2015

17. How BAASS can work with your business

18. To help your business … Manage relationships Gain insight Gain rapid results @baassbiz #BAASSConnect15 BAASS Connect 2015

19. The BAASS formula for Sage CRM Success @baassbiz #BAASSConnect15 BAASS Connect 2015

20. @baassbiz #BAASSConnect15 Reduce Costs Avoid Costs Increase Revenue Improve Service The IRACIS drivers BAASS Connect 2015

21. How BAASS has worked with other businesses

22. CRM in action: Centric Health Out of date, legacy systems Ineffective processes Non-existent relationship tracking of stakeholders Important stakeholders all tracked in ONE system – CRM! Bespoke ordering process streamlines & manages complexity Sage CRM delivers results – process control + a great customer experience @baassbiz #BAASSConnect15 BAASS Connect 2015

23. CRM in action: Alberta Construction Disparate systems for student, class, course enrollment, membership information Lack of best practice & central system to manage the class setup Difficult to address enrolled students with marketing messages etc. Companies, Students and Classes along with enrollment and class results are now stored in one central system Swift access to class takers, companies enrolment types to easily build tailored marketing messages Sage CRM is now the “hub” of information, including driving web site content @baassbiz #BAASSConnect15 BAASS Connect 2015

24. CRM in action: PDR Hail Team Most of their work on paper and in file folders Keeping track of vehicles, inspection & repair schedules and claims during peak periods a nightmare Customer service was slow due to manual tracking, across multiple locations Claims imported directly into CRM to be processed, eliminating heavy data keying Claims managed by tailored workflow to streamline data entry and manage Claim pipeline Proactive alerts to vehicle owners to alert them of upcoming inspection and repair appointments @baassbiz #BAASSConnect15 BAASS Connect 2015

25. CRM in action: Impact XM Manual processes and excel based quoting Inaccurate estimates & pricing inconsistencies Disparate data made it hard to do good marketing Complete project management within CRM Integrated to accounts for complete control Sage CRM delivers a synchronised customer & accounts experience @baassbiz #BAASSConnect15 BAASS Connect 2015

26. Confidenc e Accelerate sales Knowledge Forecast Productivity Visibility Intelligence Profitability Intuitive Faster Mobility Efficiency Insigh t Growt h

27. The Sage CRM Proposition @baassbiz #BAASSConnect15 BAASS Connect 2015

28. A system for your entire business … Supports “end-to-end” data Facilitates collaboration Accelerates responses Increases quality of information @baassbiz #BAASSConnect15 The Sage CRM Proposition BAASS Connect 2015

29. For every type of business … From 1 to 100’s of seats Working in 15,000 companies 250,000 users around the globe @baassbiz #BAASSConnect15 The Sage CRM Proposition BAASS Connect 2015

30. Think about the “data & processes” in your company. Are you as effective as you need to be in 2015 & beyond? Talk to us here, now, or your invite your account manager in to speak about how Sage CRM can help your business. @baassbiz #BAASSConnect15 The Sage CRM Proposition BAASS Connect 2015