1. Why | CRM DALE RIVERS Sage (UK) Ltd dale.rivers@sage.com
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Why | CRM

2. Sage Group Statistics Sage is International
Founded in 1981
Presence in 26 countries
180 Products
13,300 Employees
Global distribution network
26,500 Reseller Partners
40,000 Accountants
Over 6 million Customers
Revenues of £1.34 billion
Valued at circa £4 billion
Share price is UP!
Sage 300 ERP
People sometimes don’t realise just how big Sage is. Sage is UK success story.
It is a large international company based in Newcastle with many millions of customers, thousands of partners, hundreds of products in many countries.
Why CRM

3. Sage Statistics Facts
3rd largest business management software provider in the world
The largest supplier to small business in the world
1 in 4 working people in the UK are paid via Sage Software
1 in 2 Accountants use and recommend Sage
Sage is very proud to be amongst the market leaders in the world and a major player in the UK Business Software market
Why CRM

4. Customer Relationship Management
What is CRM?
What is CRM?
Customer Relationship Management
WHAT IS CRM
CRM is Cust Rel Mgt.
I’d like to cover off how the industry defines CRM. This is how GARTNER define CRM

5. Time to Define
“A business strategy whose outcomes optimise profitability, revenue and customer satisfaction…
CRM technologies should enable greater customer insight, increased customer access, more effective customer interactions, and integration throughout all customer channels and back-office enterprise functions”.
-Gartner

6. Time to Define
“A business strategy whose outcomes optimise profitability, revenue and customer satisfaction…
CRM technologies should enable greater customer insight, increased customer access, more effective customer interactions, and integration throughout all customer channels and back-office enterprise functions”.
-Gartner

7. Time to Define
“A business strategy whose outcomes optimise profitability, revenue and customer satisfaction…
CRM technologies should enable greater customer insight, increased customer access, more effective customer interactions, and integration throughout all customer channels and back-office enterprise functions”.
-Gartner

8. Time to Define
“A business strategy whose outcomes optimise profitability, revenue and customer satisfaction…
CRM technologies should enable greater customer insight, increased customer access, more effective customer interactions, and integration throughout all customer channels and back-office enterprise functions”.
-Gartner

9. Time to Define
“A business strategy whose outcomes optimise profitability, revenue and customer satisfaction…
CRM technologies should enable greater customer insight, increased customer access, more effective customer interactions, and integration throughout all customer channels and back-office enterprise functions”.
-Gartner

10. A Business Strategy, NOT a Technology
CRM Defined
A Business Strategy, NOT a Technology
Technology is the enabler
A BUSINESS STRATEGY
CRM is more of a Business philosophy than a set of technologies
It’s a company-wide corporate strategy designed to reduce costs and increase profitability by solidifying customer satisfaction, achieving loyalty, customer recommendation, and last but not least, cut costs and remove duplication
It brings together data from many sources internal and external to give one holistic view of each customer in real-time.
Allowing customer-facing employees in areas like Sales & Marketing and Support & Call Centres to make quick informed business decisions.
CRM is more than just a software application…
It is a business solution for all customer-centric processes.

11. Cloud or On-Premise Deployment
Cloud-based CRM
Get up-and-running immediately
Some, but not full, customisation capabilities
Ideal for business with limited or no in-house IT skills or expertise
Don’t need servers to manage, databases to administer, or nightly backups to perform (NOISE)
AGILITY – THE ABILITY TO FAIL!
On-Premise CRM
Advanced customisation and integration capabilities
Low total cost of ownership
Ideal for business with an in-house IT resources to manage their CRM solution
Keep control of your data on your own site

12. C R M Understand the entire Solution.
Lead
Company
People
Opportunities
Quotes
Orders
Cases
Solutions

13. C R M This is a Business Solution.
Leads
Companies
Opportunities
Cases
Marketing

14. C R M Do you need CRM?
The Butcher
The Window Cleaner
The E-Trader
The Stationary Supplier
The Call Centre

15. CRM for Sales - Features
Opportunity and Pipeline Management
Territory Management
Forecasting and Reporting
Sales Workflow
Lead Management
Quotes and Orders Processing
Calendar Management
Mobile Solution
Powerful networking through Integration
Smart Phones & Tablets

16. CRM for Customer Service - Features
Case Management
Escalation and notification alerts
Knowledge base
Workflow approval process
Detailed analysis on call volumes and case resolution
Traffic light monitoring
Web self-service
Staff performance monitoring
Bespoke company dashboard to provide
tighter account management

17. CRM for Marketing - Features
Powerful e-marketing capabilities
Automatic campaign results tracking
Open, click and bounce-rate tracking
Over 90 attention-grabbing templates out-of-the-box
Integrated telesales follow-up
Campaign cloning
Document store and share
In-call data modification
Customer profiling and analysis
Rapid lead to opportunity
management

18. Why CRM? 4 times as much to gain a new customer
Did you know that on average it costs
4 times as much to gain a new customer
as it does to retain a new one?
CRM Software therefore:
Helps build a great customer experience
Helps retain valuable customers
Enables businesses to deliver an exceptional customer experience
Delivers a 360° view of your customer
Increases sales activity
Tracks sales leads at every stage
Gets the right product, to the right customer, on time, every time
Why CRM

19. When do you need CRM?
“I need a quick and easy way for me to see how the business is performing”
“I want to maximise the productivity of all my employees”
“I need to be able to calculate the cost per member easily and accurately”
“Acquisition campaigns are difficult to manage and information can go missing”
“I need to know what the revenue flow looks like quickly and easily”
“It take me ages to roll up all the line-of-business forecasts”
“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”
Whatever your teams problems, there’s always a need to reduce tedious error-prone tasks and put data at the core of the business that anyone can access and use to benefit their role.
Traditionally CRM or Customer Relationship Management Solutions have been seen as tools for commercial enterprise, aiming to increase sales and ultimately profit. Although the functionality in CRM packages undoubtedly supports the commercial activities of business it is worth exploring how the same features can be used to equally good effect in a Not For Profit (NFP) or Charity environment.
Common business issues affect all areas of the business whether sales, the business owner, marketing, customer service or the back office. Daily challenges such as forecasting and pipeline management, marketing campaign management and the provision of customer service present a myriad of problems for individuals across the business from sales and marketing to business owners.
Yet, with solutions such as CRM, organisations are able to manage their customer information in a single, easy-to-use solution that if integrated into existing financial systems, provides users with a single version of the truth. This means that all users can manage their customers in a more holistic way, be more productive, and drive the business forward more successfully.
Above are just a few examples of the issues that businesses face but the central challenge is the ability to access relevant and meaningful information on customers and business insight in an easy-to-use system. That is why CRM is so valuable to a business.
“We don’t have an up to date log of all communications with members”
“Our processes are not automated so issues sometimes fall through the cracks”
“I want to have access to the same member information the customer team has so I understand any issues”
“I don’t want to be wasting time re-entering the same information into multiple places”

20. When do you need CRM? When your brain just isn’t enough!
The signs:
When you are in Excel-Hell
When you are loosing customers to poor customer service
If absenteeism affects service
Multiple Data Sources – which one?
You don’t trust your data
You don’t know where to find something
You need to integrate systems
You are becoming inefficient
You waste time
You loose sales
Elongated customer complaints
Marketing is fragmented
When you are becoming a mature business
Why CRM

21. CRM You have been watching……
Any questions……..?
DALE RIVERS
Sage (UK) Ltd
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Ta-ra
THANK YOU