CRM DISCUSSION – “HOW TO BE IN THE 30% THAT SUCCEED”November 2013

Agenda

What are you hoping a CRM solution will deliver for you ?

What can GA as a Business Consultant add to creating the right solution for Ground Control?

What is CRM as opposed to a CRM system? 9 reasons why 70% of CRM projects fail 7 Key stages to a successful CRM

Implementation What are the benefits created by CRM? Suggested Next steps

What do you want a CRM solution to deliver?

What key business objective(s) are you looking for a CRM solution to support? :

Increased sales? Better Client retention Increased Marketing effectiveness Sales efficiency Others?

How can 3DM help in creating the right solution for your needs?

25 years of Sales and Marketing expertise CRM from a users experience.

CSF: People=50%, Process 30%, Technology 20%

Database marketing / CRM since 1994 Can help develop BD processes where needed Software vendor neutral - helping you choose

the best solution, not the best sales pitch Facilitator/ Project Manager - create focus and

project momentum and lastly..

Used to making things happen in an entrepreneurial organisation!

What is CRM?

CRM stands for Customer Relationship Management, a term coined in the 1990’s to describe how an organization could coordinate all their interactions with all their customers, be that interaction a telephone call, an email, a letter or a purchase.

CRM Solution is more than technology

Process (30%)

Technology (20%)

People (50%)

% Focus needed for a successful CRM implementation (Source :ISM survey – US)

70% of CRM’s in Europe fail to meet their objectives.

Source: Dunn and Bradstreet

7 Key stages to a successful CRM Implementation

1. Draw up a requirement definition document.

2. Train your users – before the system is

implemented!

3. Establish a steering group. 

4. Seek out your new system

5. Install and train.

6. Load up key operational data.

7. Go live

What are the benefits created by CRM?

Better relations with your existing customers, which can lead to:

Effect

increased sales through anticipating needs based on historic trends

identifying needs more effectively by understanding specific customer requirements

cross-selling of other products by highlighting and suggesting alternatives or enhancements

identifying which of your customers are profitable and which are not

What are the benefits created by CRM?

Improving relations with existing customers can help:

Effect

enhance customer satisfaction and retention

increase value from your existing customers and reduce costs

improve profitability by focusing on the most profitable customers and dealing with the unprofitable in more cost effective ways

What are the benefits created by CRM?

Finding new customers and expanding your market

Potential Next steps

Current state analysis – Objectives/strategy/plans/current process /data etc

How would a CRM system support the BD teams and/or company objectives

Facilitated workshop to draw up a requirement definition document. Incl Key stakeholder interviews (Telecon)

Establish a steering group Research and create a short list of potential

CRM systems for you Selection process for CRM system

Need some help or want to know more?

Email :

graham@3dragonmarketing.co.uk

Call me on: 0845 4 673 683

Tweet me: @Graham_3Dragons