e crm m sc - warwick uni - crm solutions

Which CRM?

Heads up

• Definitions• Web Based or Client Server?• Assessing Current IT Systems

Live Demos:

• GoldMine - Video• MS Dynamics• 37 Signals Highrise

Which CRM systems are you familiar with?

Client-Servera server is a physical computer dedicated to run one or more services to serve the needs of the

users of other computers on a network

Aka - thick client or in-house

Web Basedaccessed by users over the internet

Aka - thin client or hosted

Cloud - SaaSSoftware as a service supplied by "Application-

Service-Providers" is a software delivery model in which software and associated data are centrally hosted on the cloud (internet) and accessed via a

browser.

Aka – Software on-demand

•Software as a Service (SaaS)Provider’s applications running in their data centres and accessed via the Internet

•Infrastructure as a Service (IaaS)Rent processing, storage and other fundamental computing resources

•Platform as a Service (PaaS)Using a provider’s environment to develop and deploy your own applications

What is the Cloud?

What is the Cloud?

http://www.windowsazure.com/en-us/pricing/calculator/?scenario=cloud

Cloud Vs Client Sever

Systems Costs

Web-based/Cloud Client-Server

Pro’s Pay for what you use Scalable No huge up-front costs

You are in control of upgrades

You have more control if you don’t like some system changes

Con’s On-going subscription

costs add up 

High up- front costs for software.

Tied in with that decision and costly/difficult to change

Environment

  Web-based/Cloud Client ServerPro’s Hardware, operating

system & database are included.

No internal costs for you to maintain or upgrade the network.

IT team manage what’s happening with hardware, networks etc.

Make IT decisions that are best for your company.

Con’s Typically shared with other customers causing load time errors

Network updates and maintenance are your responsibility.

Takes time, mistakes can happen, outsource all additional costs.

IT Support

  Web-based Client ServerPro’s Global upgrades and

changes hardly noticed by staff.

Reliable - System and team up and running all the time.

System upgrades happen when you choose not when the ASP (Applications Service Provider) chooses.

Con’s They choose as and when they like to upgrade and when the server might be down.

Upgrades are an additional cost and therefore don’t always happen and before you know it your system is out of date.

Mistakes happen and can be costly.

User Seats

  Web-based/Cloud Client ServerPro’s These are typically

sessions on a server, not actually software on the users computer, allowing access to the system for a larger user base – e.g customers & vendors.

Applications tend to run faster when they are local to the users computer.

Con’s Remote software usually requires access to the internet – so if you have internet access issues you’re staff will be offline.

You usually have to pay per users regardless how much or little they use the system.

Seats are usually sold in bundles so can be pricey.

Systems Access

  Web-based/Cloud Client ServerPro’s Software can be accessed

anywhere with internet access. The user does not have to be

at their own computer. Most companies have

reasonable internet access so no additional costs incurred.

Software accessible through the local network, so it’s quick to respond and you don’t need to rely on internet access.

Con’s Must have internet access. Must be using the LAN unless they have remote access login.

These are a further expense & can be slow.

Summary

Cloud Client Server

System Costs - Pay as you go- Great Short term- Scalable

- High up front license, configuration, installation costs

Environment - Cuts out the need for IT support

- More control- Network updates and downtime can be costly

IT Support - 99.9% uptime guaranteed

- System needs maintenance & upgrades.

Users Seats - Easily scalable - Faster performance depending on network

Systems Access - Easy for remote working

- Not dependent on internet access & speed.

Assessing Current IT Systems

• Correct OS? Android, iOS, Linux, Mac, Windows

• Which version? W7, W2003, W2000, Vista, Windows XP, Windows NT, Windows Server 2008

• Is the server the right specification?

• Enough RAM on the server?

• What do people use remotely? iPhone,iPad, laptop, Blackberry

• Which browser?

• Integrated systems? Email, Finance, Ops, Ordering

What’s essential to your projects

success?

Performance & Reliability

Time/Cost

Flexibility & Control

Scalable

Recommendations

• Choose 3 top business critical goals for your CRM project to succeed.

• Involve all user groups, ask what they want from the system

• There are lots of cool features that can take you off course, so remind yourself of your goals.

• Phase 1 - Business critical

• Phase 2 – Non Business Critical

Current CRM market

Top CRM Trend for 2013

• Social CRM will move into the mainstream. 

• Mobile applications will empower consumers & employees.

• Organisations will adopt flexible CRM management practices to capitalise on SaaS.

Forrester Blog http://blogs.forrester.com/william_band/13-01-02-the_top_crm_trends_for_2013

What are the CRM basics?:

• Quick & easy to create new records• Import new contacts• Customise fields & menus• Search facility• Activity Management• Shared Calendar• Contact history• Email integration• Word & Email Templates• Lead Management/Tracking• Sales Management• Marketing Management• Customer Service Management• Project Management• Reporting

Where do they differ?

• Interface and Usability• Easy to customise• How much customisation?• Easy to import contacts• Easy to extract data• Shared Calendar –Outlook/iCal• Email integration • Word & Email Templates• Leads: separate entity | Clean database | delegate• Sales: Pipeline | quoting | products | invoicing• Marketing: HTML emails | Campaign management• Customer Service: escalation | rules• Role/Territory based access• How flexible/easy is reporting• Social CRM

GoldMine Premium Edition

http://support.frontrange.com/gm_leadform/videos/gmwn/goldmine-9-2.html

Goldmine CRM Benefits:

• Great Social Media Integration• Available for iPhone and iPad• Dynamic Dashboards• Outlook Integration• Great Client Sever software• Your data on your premises• Feature rich• Easily customised• Mid price range• Established for over 20 years

Goldmine Pricing

License Annual Maintenance

Total

1 User 395 79 £474

5 Users 1975 395 £2370

10 x Users 3950 790 £4740

50 x Users 19,750 3950 £23,700

100 x Users 39,500 7900 £47,400

Microsoft Dynamics

https://thesoftwarepractice.crm4.dynamics.com

https://login.live.com

MS CRM Benefits

• Full Outlook integration• Good deals for education & government agencies• Extensive customisation• Extensive workflow• Leads, opportunities, organisations, contacts• Quote, order, invoicing• Flexible, easy reporting and views• Google shared docs• Great for measuring KPI’s• Marketing functionality

Disadvantages of MS CRM

• Too many fields• Too much functionality• Labour intensive• Consultant required for customisation• Windows server 2003 and IE required

MS CRM Client Server Pricing

License Server License

Total

1 x user 700 1500 £2200

5 x users 3500 1500 £5000

10 x users 7000 1500 £8500

50 x users 35,000 1500 £36500

License Server License

Total

1 x user 50 1500 £1550

5 x users 250 1500 £1750

10 x users 500 1500 £2000

50 x users 2500 1500 £4000

Education:

Business:

MS CRM SaaS Pricing

License/month Per Year 5 years

1 x user 30 360 £1800

5 x users 150 750 £3750

10 x users 300 3000 £15000

50 x users 1500 75000 £375,000

Higrise CRM

https://coldicottfreelancetraining.highrisehq.com/

Highrise CRM Benefits…

• Very easy to use, good adoption rate• Only vital information recorded• Choose only appropriate functions

http://highrisehq.com/extras

• Email reminders for tasks

Cloud Benefits:• No installation• Cost per user/month stop at anytime• Scalable up or down• No IT server spec or requirements• No upgrades

Highrise Pricing

Basic Package 5,000 contacts, 5 GB storage, 10 deals

Up to 6 users for 12 months = £191

Up to 6 users for 5 years = £955

Plus Package 20,000 contacts - 15 GB, unlimited deals

Up to 15 users for 12 months = £372

Up to 15 users for 5 years = £1860

Premium Package 30,000, 30 GB, unlimited deals

Up to 40 users for 12 months = £768

Up to 40 users for 5 years = £3840

In summary…

There is a wide range of CRM systems available to suit a range of

business models and their needs.

The trick is finding the right one to meet your companies needs.

There isn’t always a perfect system that does everything you want, there’s usually some compromise – but the systems are getting

increasingly flexible and intuitive.

In summary…

• Keep mindful of your business CRM goals

• Don’t get side-tracked by features you may not need.

• Cloud is great but only if it gives you the control and flexibility you need.

CRM in practise

Heads up

• Spa Seekers

• Kidderminster College

• Metrology Direct

• Rather Inventive

• What are their CRM aims?

• Assess current system?

• Web Based or Client Server?

• Which solution is best fit?

• Which is the cheapest?

Practical Scoping Exercise

Scenario 1

Spaseekers

Spaseekers - Scenario

• Call Centre • Large number of enquiries• 15 sales administrators• Manual booking system• Manual lead delegation• Leads missed, not followed up• Too much paper• Too much duplication• No accountability• No reliable referral tracking• Most popular Spa’s?• Overpaid incentives• Wasting time

Spaseekers - Systems

• Windows Server• Local Network• Old PC’s• Some onsite support• Dedicated Server available• All administrators office based

Scenario 2

Kidderminster College

Kidderminster College - Scenario

• Government audits and reporting• EU Funding initiatives• Reporting system inadequate• Reporting taking too long• Record not capturing the right data• Staff not sure what information they need to

capture• Heavy Customisation required• Course enquiries missed• Duplication of follow ups• Sensitive data

Kidderminster College - Systems

• Windows Education license• All use Outlook• Onsite IT support• Adequate Server space• 15 x users• All administrators office based

Scenario 3

Metrology Direct

Metrology Direct- Scenario

• Investment in new sales staff – 4 new staff• Remote Field Sales Staff• Track their sales• Track their appointments/whereabouts• Monitor their pipeline• Help them close more sales• Lead source?• Schedule contract renewal• Monitor callibration visits• Communication between field sales, sales

admin and tech staff

Metrology Direct - Systems

• Windows • All use Outlook• Outsource IT support• Adequate Server space• Blackberrys• Laptops

20 x users:• 2 x sales admin office based• 2 x technical x office based• 16 x field sales

Scenario 4

Rather Inventive

Rather Inventive- Scenario

• All staff work remotely• Need to collaborate on projects• Need to track customer involvement on projects

• Need to support team communication• Basic CRM• Customer history• Shared Calendars• Simple to use• Nice interface• Follow up enquiries• Delegate tasks

Rather Inventive - Systems

• No dedicated server• Mostly Mac, iPhone and iPad• Customers often PC/Windows based

• 3 full time staff• 2 PT staff• 3-4 Business partners• Plus Customers

Which CRM they use:

• Spa Seekers - GoldMine

• Kidderminster College – MS CRM

• Metrology Direct - GoldMine

• Rather Inventive - Highrise

Any questions?

Slides

A copy of the presentation will be available on my LinkedIn profile

Helen Coldicott

For Technical Enquiries:

•30 Day MS Dynamics Licenses - 3343290•Bespoke CRM solutions•Systems Development•App Development•Mobile Solutions•Anything Cloud related.

Contact David Maiden - 01527 916 335

http://thesoftwarepractice.net/

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Call 0770 410 5954

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