PSPG4 2011[1]ilta.personifycloud.com/webfiles/productfiles/699775/PSPG4.pdf · • Grow Your Client...
Transcript of PSPG4 2011[1]ilta.personifycloud.com/webfiles/productfiles/699775/PSPG4.pdf · • Grow Your Client...
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Create a slide that show some DID YOU KNOW facts
Does this look like any attorney you know?
Meet John Smith
Age: 40 somethingOccupation: AttorneyHobbies: Sports & beerMarital Status: Married + 4 kids
Pressure is building up…
I need more
billable hours
Stop Watching Law & Order – this is the
Real World
Word of mouth
Need to improve client loyalty
Need expert support
on this case?
HELP ME!
Phone Calls, Texts, Emails, Face Book, Tweets, Linked in –
I can’t keep up!!
Who are my most profitable clients?
Oh NO – Not Holiday card time AGAIN!!
I can’t be everywhere at
once
I can’t keep track of who’s working
on this case
Who are my Contacts?
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How does CRM help John get from here...
Create a slide that show some DID YOU KNOW facts
To here?
Grow, Retain & Advocate with CRM
(Customer Relationship Management)(Customer Relationship Management)
August 25, 2011Teresa C. Bernot
Senior DirectorSAP CRM Center of Excellence
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Teresa C. BernotSr. Director, SAP CRM Center of ExcellenceNorth America
SAP AmericaNewtown Square, PA 19073T 412-726-9911E [email protected]
Consolidated Dry Grocery Buyer
Supply Chain Solutions Retail & Consumer Products
CRM Center of ExcellenceCRM & ERP Multiple Industries
CRM is in Your Life Everyday.….
• CRM: Providing a 360 Degree View
• Advocate for Your Clients Anytime, Anywhere
• Grow Your Client Base, Recognition & Revenues
• Retain & Service Your Client Base
Agenda
• Q&A
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So How Does CRM Help John….
Get from here...
To here?
It’s not just about the software…
It is about connecting people…
You Your Clients
CRM: Providing a 360 Degree View
Superior ServicesAdvocate - Grow -Retain
Targeted Offers & Loyalty
Multi-Channel Campaigns
Social Media
Self Service
Clients, Accounts, Contacts,
Experts
Opportunities, Activities/
Up Sell / Cross Sell
Contracts, Billing ,
Billing
Interactions, Matter Tracking
Quotes, Invoices (Billable Hours)
Customer Service Center
Loyalty Programs
Expert Services, Anytime, Anywhere
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• CRM: Providing a 360 Degree View
• Advocate for Your Clients Anytime, Anywhere
• Grow Your Client Base, Recognition & Revenues
• Retain & Service Your Client Base
Agenda
• Q&A
Advocate….
Manage Account & Contact Information
Opportunity & Lead Management
Interaction History
Team Selling
History
Track Competition
360 Degree View of
Customer
Sales Methodologies
Quote & Order Management
Activity Management
Advocate through InsightHow a Large Consumer Products Manufacturer Uses Real Time Information to Make Better Decisions
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INSTANT UPDATES ON THE ROADBakery and food service sales representatives update opportunities and customer data in real-time, improving
Advocate through InsightGeneral Mills Uses CRM for Real Time Customer Insights
sales productivity
Your Turn: Let’s White Board Some Examples!!
Advocate through InsightAdvocate for Your Clients Anytime, Anywhere
• CRM: Providing a 360 Degree View
• Advocate for Your Clients Anytime, Anywhere
• Grow Your Client Base, Recognition & Revenues
• Retain & Service Your Client Base
Agenda
• Q&A
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Hard workTarget & Grow….
Targeted Cross Sell & Up Personalized C i iTargeted
Segmentation
Multi-Channel / Multi-Wave Campaigns
Budgeting Marketing Funds
Cross Sell & Up sell
Communications
Surveys
Targeted, Real Time Offers
List Management
GrowThe Pennsylvania Department of Revenue Grows with CRM
Your Turn: Let’s White Board Some Examples!!
GrowYour Client Base, Recognition & Revenues
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• CRM: Providing a 360 Degree View
• Advocate for Your Clients Anytime, Anywhere
• Grow Your Client Base, Recognition & Revenues
• Retain & Service Your Client Base
Agenda
• Q&A
RetainNever let them feel like this!
24x7 Multi Channel Assisted Support
Self Service Options
Outbound Auto-Communications
Seasonal Scheduling &
Support
Expert Services
Tiered Service Programs
Auto-ID
Manage Field Service Technicians
RetainIt is about Delighting Your Clients & Customers...
Expert Services Anytime, Anywhere
FAQ Database
Loyalty Programs
Warranty, Returns, Complaints
Management
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RetainHow Are Others Doing it?
•Multi-Channel, 24x7•360 Degree View of Customer•Track Call Durations & Details
•99.9% Order Entry Accuracy•30% ROI
RetainCEMEX Wins the Gartner & 1to1Media 2011 CRM Excellence Award
RetainHershey Provides a Self Service Portal for 24x7 Order Tracking
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Your Turn: Let’s White Board Some Examples!!
RetainRetain & Service Your Client Base
Next Steps: Your Firm Using CRM to Help John….
Get from here...
To here?
Next Steps: Your Firm Using CRM to Help John….
Get from here... To here?
Customer Think: http://www.customerthink.com/Search CRM.com: http://searchcrm.techtarget.com/eCRMGuide.com: http://www.ecrmguide.com/InsideCRM.com: http://www.insidecrm.com/SAP CRM: http://www12.sap.com/solutions/business-suite/crm/index.epxSee SAP CRM in Action: http://www.sap.com/solutions/business-suite/crm/demos/index.epxLearn More About Other Companies Using SAP CRM: http://www.sap.com/solutions/business-suite/crm/customers/index.epx
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Thank You!!
Teresa C. BernotSr. Director, SAP CRM Center of ExcellenceNorth America
SAP AmericaNewtown Square, PA 19073T 412-726-9911E [email protected]