Customer Relation Management – Build your

business with CRMRobert Greeno - Asyma Systems

Leanne Lowe – Sage

Agenda• Common issues for business and organizations

• Why do we experience problems

• What really is CRM?

• What do business and organizations need to grow?

– Collaboration

– Insight

– Productivity– Productivity

– Competitive advantage

• Why CRM?

• How will it help?

• And more

• Questions?

Common Business/Organization Issues

SALES

MANAGER

MARKETING

DONATION

MANAGER

OWNER

DIRECTOR“I need to

know what

the sales

pipeline

looks like

quickly and

easily”

“It take me ages

to roll up all the

reps’ forecasts

into a team

“I need a quick

and easy way for

me to see how

the business is

performing at

any given time” “I want to

maximize the

productivity of

all my

employees”

“I need to be able

to calculate the

cost per lead

easily and

accurately”

“Marketing

campaigns are

difficult to manage

SALES CUSTOMER

MEMBER

SERVICE

“Forecasts are

difficult to create

and time-

consuming” “I sometimes spend

my whole morning

trying to figure out

who I’m meant to

follow-up with and

when”

into a team

forecast for my

boss”

difficult to manage

and leads can go

missing”

“We don’t have an up

to date log of all

communications with

customers” “Our

processes

are not

automated so

customer

issues

sometimes

fall through

the cracks”

BACK OFFICE

ACCOUNTING

“I want to have

access to the

same customer

information the

front office has

so I understand

any customer

issues when I

am chasing

payments”

“I don’t want to be

wasting time re-

entering the same

information into

multiple places”

Why Do Organizations Experience These

Difficulties?

CRM can help build

Customer information is typically held in disparate locations right across the

company – leading to a myriad of problems

Outlook Marketing Remote Workers Finance Sales

CRM can help build

your business by

bringing all elements

together

CRM

User

What is CRM?CRM (Customer Relationship Management)– Sales

– Marketing

– Customer Service

– Productivity and task management

– Process automation

– Calendaring

– Alerts and escalation

What is Customer?What is Customer?– Client, patron, donor, consumer, vendor, member, home buyer/seller, subscriber,

distributor, etc…

CRM empowers your organization to manage relationships

5

Rolodex

Evolution of CRM

Sales Force Automation Contact and Calendar Management

Enterprise Collaboration

Relationship

Management

Customers & PartnersSales Marketing Support Finance

CRM Facilitates Collaboration

Web self-service

Internal External

CRM

CRM Provides Insight

Sales

Marketing

Distribution

Customers

Finance

Customer

Service

CRM delivers insight into customer information

across multiple departments – for a holistic view of

the customer

CRM

CRM Improves Productivity

Outlook

CRM

CRM that integrates with MS Outlook and delivers employees on

the road with always-available access to critical customer data

ensures maximum productivity

FinanceFinance SalesSales DistributionDistribution Customer Customer ServiceService

MarketingMarketing

CRM Delivers Competitive Advantage

Multiple views of the

customer

3600 insight

Disparate Systems

DepartmentalCollaboration

Departmental

CustomerInsight

Departmental

Productivity & Efficiency

Single view of the customer

One dimensional

insight

CRM delivers a single view of the customer for better

Relationship management, delivering real competitive advantage

CRM

Extended

EnterpriseCollaboration

360 degree

CustomerInsight

Org-wide

Productivity & Efficiency

COMPETITIVE

ADVANTAGE

Why would I need CRM?Is everyone working through a central portal to access data?

Do you track as many interactions with people as possible?

Does your sales, marketing, finance, support, and consulting teams interact with the same customers and prospects?consulting teams interact with the same customers and prospects?

Are leads potentially falling through the cracks?

Can anyone in your team pickup when someone is sick or on vacation?

11

Management Dashboards

Employee Dashboards

Team/Employee Calendar/tasks

Collection Management

• Sage CRM and MS Outlook synchronization for Tasks and

Appointments, contacts and emails

– Communications are associated with Accounts for

ingoing and outgoing emails

16

Going Mobile

• iPad & Smart Phone

– Where ever you have phone access – you are

connected

– Ease of use

– Sales staff and execs can work from anywhere, – Sales staff and execs can work from anywhere,

airport, car, hotel

Sage CRM for iPhone

Manage your customers on the move with

Sage CRM for iPhone

• Sage CRM for iPhone v1.1 comes with Sage CRM v7.1

• Enjoy a rich user experience, optimised for the iPhone

• Access real-time customer information, view customer cases and manage

opportunities and leads from your iPhone

• Quickly search for and update contacts, opportunities, leads and cases

• View your dashboard, calendar and communications and add new records View your dashboard, calendar and communications and add new records

quickly and easily

• View and run Sage CRM reports on the move

• Leverage native Apple functionality such as the date spinner and the

accelerometer

• Utilise the ‘click-to-dial’ feature to call contacts directly from Sage CRM

• Boost productivity with anywhere access to critical customer data

and More!!!

eMarketing for Sage CRM

Maps integration

Managing Social Media within Sage CRM (Twitter feeds)

Sage CRM Community (tools at your disposal)

Integration with Social media

Inbuilt LinkedIn Integration

Build your business with CRM

Social CRM is…

•“is a philosophy & a business strategy,

supported by a technology platform, business

rules, workflow, processes & social

characteristics, designed to engage the

customer in a collaborative conversation in

order to provide mutually beneficial value in a

Free anytime learning

course

www.sageu.com/accpac

5 minute overview video

www.youtube.com/watch?v=HYUErIx

YiPgorder to provide mutually beneficial value in a

trusted & transparent business environment.”

–Paul Greenberg (2009)

–http://the56group.typepad.com/pgreenblog/

The Sage ERP Learning Channel

www.youtube.com/user/SageUERPLea

rning

Interactive Documentation

www.youtube.com/user/SageAccpa

cDoc

Questions?We do more than measure value, we help create it.

Our expertise in management, accounting and technology can help you grow a successful business.

– Analyze & streamline business processes– Business improvement support – Customize business system design– Manage costs and enhance revenue– Technology enhancements

• Software selection• Implementation and training• Implementation and training• Ongoing support

rgreeno@asyma.com

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Lethbridge AB T1H 5H8 Edmonton AB T5S 2J1 Calgary AB T3K 5X5

Phone 403-328-8188 Phone 780-448-9895 Phone 403-807-8985

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