choosing the right crm

32

Upload: john-paul

Post on 01-Nov-2014

1.993 views

Category:

Technology


2 download

DESCRIPTION

This presentation will walk you through 3 CRM systems to help determine which is right for you (Salesforce.com, SugarCRM.com and KarmaCRM.com). Choosing the right CRM will help improve your sales and customer service teams.

TRANSCRIPT

Page 1: Choosing the Right CRM
Page 2: Choosing the Right CRM

• Not CMS (Content Management System)

• CRM stands for Customer Relationship Management

• Typically used for managing sales or customer service

• Big dogs include Salesforce.com SugarCRM, ACT

What is CRM?

Page 3: Choosing the Right CRM

How Do You Get Leads?

?

Page 4: Choosing the Right CRM

• Referrals • Through your website• Networking • Partnerships• Word of Mouth • Advertising• …..Nepotism

How Do You Get Leads?

Page 5: Choosing the Right CRM

What do you do with these leads?

Page 6: Choosing the Right CRM

• Nothing...its all in my head and that's fine

What do you do with these leads?

Page 7: Choosing the Right CRM

• Nothing...its all in my head and that's fine• Add them to a spreadsheet

What do you do with these leads?

Page 8: Choosing the Right CRM

• Nothing...its all in my head and that's fine• Add them to a spreadsheet • Add yet another sticky note to your monitor

What do you do with these leads?

Page 9: Choosing the Right CRM

Low Tech CRM

Page 10: Choosing the Right CRM

Side effects of Low Tech CRM

Page 11: Choosing the Right CRM

• Nothing...its all in my head and that's fine• Add them to a spreadsheet • Add yet another sticky note to your monitor• Add them to a CRM System!

What do you do with these leads?

Page 12: Choosing the Right CRM

• Nothing...its all in my head and that's fine• Add them to a spreadsheet • Add yet another sticky note to your monitor• Add them to a CRM System!

What do you do with these leads?

Page 13: Choosing the Right CRM

• Customer RetentionRetain and expand your business and relationships with your customers through up-selling, cross-selling and servicing.

• Create Customer EvangelistsMake your customers so happy with your service that they evangelize your business for you.

• Customer AcquisitionEfficiently organize and qualify your prospects so you are only dealing with the leads most likely to bring you business

• Cost ReductionBy streamlining your sales and customer service processes, you can eliminate waste and increase efficiency. You can do more in less time.

Why Should You Care?

Page 14: Choosing the Right CRM

• If you want to organize and manage your sales process more efficiently

• To get more out of your existing leads

• Collaboration with team members

• Getting more reliable projections than "I swear this deal is hot"

• If you want sales to still function when your sales superstar is sick, or quits

When is CRM a Good Idea?

Page 15: Choosing the Right CRM

• If you are unwilling to commit to the CRM. CRM works best the more you use it, and the more details you give it.

• If you only have one or a few clients and don't need the structure a CRM provides (Although I would still recommend using some sort of system)

• If you are afraid of computers

When is CRM a Bad Idea?

Page 16: Choosing the Right CRM

• More companies adopting web based CRM software

• Smart phone CRM apps will help sales forces become more flexible and more mobile

• CRM Growth Report by AMR researchhttp://www.destinationcrm.com/Articles/News/Daily-News/Growth-Trend-Continues-for-CRM-49755.aspx

$12 Billion in 2006 $14 Billion in 2007 Estimated $22 Billion in 2012

The CRM Industry

Page 17: Choosing the Right CRM

Web BasedPros• Accessible from anywhere

• Easy to share data and collaborate with co-workers

• You usually gain access to free updates and upgrades as they are available

• Web-based software is typically more agile and flexible than their desktop counterparts

• Emphasis on usability

Cons• Can be slower than a desktop based

application

• Not available without internet

• If the company folds you might loose all your data

Different Types of CRMDesktop SoftwarePros

• Typically pretty fast

• All your data is stored locally

• No need for an internet connectionCons

• If your computer crashes your data is lost

• Not easy to collaborate and share data

• Slow to upgrade / update

Page 18: Choosing the Right CRM

• Salesforce.com – www.salesforce.comEnterprise

• SugarCRM – www.sugarcrm.comMid-size companies (Open Source)

• KarmaCRM – www.karmacrm.comIndividuals and small to mid-sized companies

Choosing the Right CRM

Page 19: Choosing the Right CRM

What is it good for?• Enterprise / Corporate customers• Companies requiring a LOT of customization and flexibility• People that need to rely on a big name• Many apps based on the SalesForce platform

Why? • Tons of flexibility • Many modules and add-ons• Integration with a lot of different platforms

SalesForce (Enterprise)

Page 20: Choosing the Right CRM

Contact View

Page 21: Choosing the Right CRM

Dashboard View

Page 22: Choosing the Right CRM

Customization View

Page 23: Choosing the Right CRM

What is it good for?• Easier to use than Salesforce• Free to setup on your web server for free• Good integration between Sales / Marketing and Customer

Support through user specific roles • Open Source

Why? • Has clearly defined roles for the various ways you use CRM• Since it is open source it is being actively developed by the

community• Simpler Interface than Salesforce

SugarCRM (Mid-Sized)

Page 24: Choosing the Right CRM

Contact View

Page 25: Choosing the Right CRM

Dashboard View

Page 26: Choosing the Right CRM

Customer Support View

Page 27: Choosing the Right CRM

KarmaCRM (Small to Medium)What is it good for?• Simple Intuitive Interface• Collaboration with Small Teams• CRM for Individuals • Quick User Adoption

Why? • Users only presented with the necessary options to avoid

confusion• Customer Driven Development • Minimal configuration necessary to get rolling

Page 28: Choosing the Right CRM

Contact View

Page 29: Choosing the Right CRM

Dashboard View

Page 30: Choosing the Right CRM

Calendar View

Page 31: Choosing the Right CRM

• Before selecting a system, actually use it for a bit, setup some customers or leads and get a feel for how it would work for you.

• Define who will be using the CRM– Salespeople– Customer Service Reps– Marketing Department– Help Desk Team

• Select a CRM that is flexible enough to conform to your business practices, not the other way around

• Establish company wide standards for your CRM to ensure everyone uses it the same way

Implementing CRM

Page 32: Choosing the Right CRM

• http://www.karmacrm.com/signup/new

• Use the invitation code: instantkarma

• We love your feedback, feel free to email me at [email protected] or message me on twitter:

• @metajp @karmacrm

Free Signup