The World of CRM - SBDC - June 20 - 2016
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1. The document discusses choosing the right CRM solution for a business. It covers what CRM is and isn't, the benefits of CRM, different types of CRM, and reviews various CRM solutions including standalone, integrated, and all-in-one options. 2. Key benefits discussed include solutions being tailored to a business, rapid deployment, intuitive user interfaces, and scalability. Types of CRM covered are analytical, collaborative, operational, geographic, and sales intelligence. The market for CRM solutions is explored along with pricing ranges. 3. The presentation ends with a discussion that emphasizes choosing a solution based on needs and strategy, trying tools before committing, and that no single solution is best
The World of CRM - SBDC - June 20 - 2016
- 1. The World of CRMHOW TO PICK THE RIGHT SOLUTION FOR YOUR BUSINESS Brad Tornberg E3 Consulting Partners, LLC. Btornberg@e3businessconsultants.com (732) 735-6429
- 3. What CRM Isn’t •Just Contact Management •The Silver Bullet to Sales Growth •A Tactic its a Strategy •Successful if you don’t put in the effort • Just a collection of data
- 5. What is CRM? WHAT CAN IT DO FOR ME?
- 6. Agenda What Is CRM? What is XRM? Types of CRM Benefits The CRM Market Review of Solutions – Stand Alone, Integrated and All in One Questions & Discussions
- 7. Definition of CRM An integrated approach to identifying, acquiring and maintaining customers. Allows companies to coordinate their approach across channels, departments and also geographically Customer Relationship Management (CRM) is a business strategy directed to understand, anticipate and respond to the needs of an enterprise's current and potential customers in order to grow the relationship value. This definition can be defined by five views:
- 11. As a CEO Why is xRM Important • What is going on in your company • Reconnects you from the disconnect with Sales and other parts of the business • Now is a tool for the “C” not just traditional Sales & Marketing • Big Data & Business Analytics
- 13. What Are The Benefits? 1. TAILORED TO YOUR BUSINESS • The xRM Application Framework is the common foundation upon which both core CRM applications and “beyond” CRM applications (created by independent software vendors) are built. So, for example, if you’re an insurance agency, you can benefit significantly with an extended CRM (or xRM) application that integrates seamlessly with your other systems to manage policies, underwriting processes and approvals 2. RAPID DEPLOYMENT • The xRM Applications Framework enables a company to use its existing CRM to build custom applications within minutes or days, instead of weeks or months. This shortens the time it takes for you to reap the value of your system and lowers overall deployment cost.
- 14. What Are The Benefits? 3. INTUITIVE USER-INTERFACE • Experiences can be customized using built-in form editors and other customization techniques, helping increase employee adoption of the new system and reduce training costs. 4. POINT-AND-CLICK DYNAMIC CUSTOMIZATION • The xRM Framework is designed for flexibility, enabling you to support in-house the bulk of application scenarios, with point-and-click customizations for simple applications that include data and meta data services, user experience services, access and security services, and analytical services. In other words, this platform empowers your staff to build applications without having to use code or be expert programmers to make basic changes. 5. SCALABILITY TO EXPAND WITH YOUR BUSINESS • The xRM multi-tenant platform enables organizations to securely deliver line of business (LOB) capabilities to multiple business units around the world, with full support for multiple languages and currencies, allowing your system to grow as your business grows.
- 16. TYPES OF CRM Types of CRM are: 1. Analytical CRM 2. Collaborative CRM 3. Operational CRM 4. Geographic CRM 5. Sales Intelligence CRM
- 17. ANALYTICAL CRM Analytical CRM is designed to analyze deeply the customer’s information and data and unwrap or disclose the essential convention and intension of behaviour of customers on which capitalization can be done by the organization COLLABORATIVE CRM Collaborative CRM deals with synchronization and integration of customer interaction and channels of communications like phone, email, fax, web etc. with the intent of referencing the customers a consistent and systematic way. OPERATIONAL CRM Operational CRM is mainly focused on automation, improvement and enhancement of business processes which are based on customer-facing or customer supporting. GEOGRAPHICAL CRM Geographic CRM (GCRM) combines geographic information system and traditional CRM. Geographic data can be analyzed to provide a snapshot of potential customers in a region or to plan routes for customer visits.
- 18. SALES INTELLIGENCE CRM:-Top-performing sales organizations are meeting the challenges of identifying the most likely buyers of their products and services through the deployment of sales intelligence solutions that introduce a wide variety of data streams to their front-line staff. By empowering their sellers with better information about their prospect companies, markets and individuals, these firms are able to maximize their chances of hitting quota, and at the same time create efficiencies within the sales operations environment
- 19. .
- 20. The Market for CRM WHAT’S AVAILABLE AND HOW MUCH?
- 21. CRM Solutions www.insightly.com (DEMO) www.nimble.com (DEMO) www.zohocrm.com (DEMO) http://www.sugarcrm.com/ https://www.salesforce.com/ https://www.microsoft.com/en-us/dynamics/crm.aspx https://bondconsultingservices2.crm.dynamics.com testuser@BondConsultingServices2.onmicrosoft.com Ps: bcs$108$$ https://www.avidian.com/ - in outlook www.zendesk.com – helpdesk tool www.freshdesk.com – helpdesk tool
- 22. Microsoft CRM - Starts @ $65 per user per month.
- 23. All in One (Bundled) Solutions THE LANDSCAPE – WHICH ONE IS RIGHT FOR YOUR BUSINESS?
- 28. HubSpot evangelizes the inbound marketing concept through its own marketing The company manages an 8,000-member LinkedIn group called Pro-Marketers HubSpot's most effective inbound marketing has been its free online tools,such as Marketing Grader (formerly Website Grader), which grades a website's performance and gives it a score based on how it compares to other websites that have been ranked HubSpot provides a software-as-a-service product for inbound marketing also called HubSpot It includes tools for social media marketing, email marketing, content management, analytics, landing pages and search engine optimization, among others. The HubSpot suite of online tools has three primary applications: Content management tools for creating or managing blogs, templates, forms and landing pages; Exposure optimization applications that help the content be found, such as through search engine optimization; and Lead tracking and intelligence tools, which track and manage e-mail marketing, customer interactions, qualified prospects, reports and analysis As of 2012, about 8,000 companies use HubSpot. 85 percent of customers are based in the US. HubSpot has integration features for salesforce.com, SugarCRM, NetSuite, Microsoft Dynamics CRM and others.Nimble users can have HubSpot automatically add visitor data to their Nimble account, and user's of PR Newswire's iReach can access iReach from the HubSpot dashboard. There are also third-party services, templates and extensions that can be downloaded through the HubSpot App Marketplace. HubSpot offers consulting services and hosts the HubSpot Academy, an online resource for learning inbound marketing tactics. It also hosts user group conferences and offers inbound marketing and HubSpot certification programs. Hubspot
- 34. Simplifies your sales and marketing efforts by delivering everything you need in a single online system. Built exclusively for small businesses, Infusionsoft includes all aspects of lifecycle marketing. Start with lead generation tools to attract and capture website visitors. Use Infusionsoft’s marketing automation, email, and social media features to engage and convert leads. Robust CRM functionality allows you to score hot leads, streamline sales and close more deals. E-commerce tools help you boost online sales, automate fulfillment and get repeat sales. In addition to powerful software, Infusionsoft provides personalized, one-on- one coaching services to help you get up and running quickly. Infusionsoft can help redefine the way you achieve your marketing and sales goals. Mantra – Automate marketing, Get organized, Close Sales, Sell On Line*** Offers a certification program All in one solution Infusionsoft
- 38. Pricing
- 39. Marketo offers an industry-leading leading web-based marketing platform for companies of all sizes to form and preserve engaging customer relationships. Built by marketers, for marketers - Marketo provides everything needed to achieve success quickly and scale as business needs grow. This complete marketing suite features tightly integrated applications deliver a broad range of capabilities including marketing automation, social marketing, lead nurturing, budget management, analytics, sales insight, and website personalization. In particular, Marketo offers a process-driven automated campaign builder, which provides more flexibility and scalability than the traditional if/then campaign builders. Marketo has a native integration Salesforce.com (and was selected as the #1 Marketing Solution by users 5 years in a row). In addition, Marketo natively integrates with Microsoft Dynamics CRM and SugarCRM. This bi-directional communication allows sales reps to get a clear picture of the leads in their pipeline, and prioritize based on prospect engagement. With over 3,000 customers, and 250 partners, Marketo offers a one-of-a-kind community of brilliant marketers who share ideas, collaborate, and directly influence product developments. It’s a great fit for pretty much any company engaging in B2B marketing efforts, especially technology companies. Marketo’s software can handle clients with a user base ranging from three users to more than a thousand users, but its price point makes it ideal for mid-market and enterprise organizations. Since its foundation in 2006, Marketo has experienced enough momentum to make it the fastest growing marketing automation vendor on the market. Marketo
- 44. Pardot
- 46. Act-On is a comprehensive marketing automation tool designed to offer businesses a complete suite of applications, including email marketing, website visitor tracking, lead management, social media management, reporting and analytics, as well as integrations with webinar and event planning. Act-On was created in 2008 and this scalable, robust, and user-friendly system currently serves over 1,500 businesses worldwide. With Act-On's email marketing, customers can be segmented into lists by a variety of categories, making it easy to tightly focus on a particular target market within that email group. We really like the software's effective website tracking, which gives businesses complete visibility into the types of customers that are visiting their site, as well as their activities. It's even possible to know which companies visit a website before they fill out any forms. Webinar and event planning have also become essential to generating interest in a particular product, and Act-On streamlines the entire process. Act-On provides effective marketing strategies, streamlined online processes, and centralized sales and lead information, making it a highly effective marketing automation solution ideal for small marketing teams needing effective tools with minimal IT involvement. Act On
- 50. Buy what you want to use Do you need CRM? Cost is expensive so buy wisely Start with less expensive tools Don’t buy big because its big Try before you buy All have strengths and all have weaknesses – There is not one solution that encompasses everything Buy for the future Do you have existing platforms or building from scratch Do you have a CTA? What is your strategy? Bottom Line
- 51. Discussion • What works for you? • Other topics: Mobile Data Collection – Business Card Scanning – Marketing Follow up - Now what? • Questions? Comments? • Contact info: Brad Tornberg – brad@e3help.com, (732) 735-6429 • www.e3help.com or www.e3businessconsultants.com