Your CRM consulting

Partner

Your CRM consulting

Partner

CRM implementation - A Six sigma way

Agenda

What is CRM?

CRM Matrix

CRM and Six sigma

Profit margin calculation for Six sigma and CRM implementation

Some statistical facts for CRM implementation

CRM integrates all customer interactions at one platform

Benefits of CRM

Critical success factors

About SugarCRM

SugarCRM feature matrix

What Penguinians do?

Our offerings

CRM is a focused approach to customer-related processes.

Gartner Says: CRM is a business strategy that leverages specific

technology, business processes, and a customer-focused culture

and management philosophy to attract and retain profitable

customers.

Reality: Companies today have always focused on their customers.

Companies today are addressing some of their customer-related activities,

but may want to address more

What is CRM?

Interaction ManagementInteraction Management

Customer/Account DataCustomer/Account Data

AnalyticsAnalytics

Potential CRM

Scope

A COMMON

GOAL:

360° Customer

View

CRM matrix

CRM and Six Sigma

Customers never think as organizations do: Customers experience the variance in each and every transaction or purchase Customers value consistent and predictable business processes and high-quality products

A perfect Six Sigma centered CRM implementation approach: focuses first on reducing variation, and then on improving process capability.improves understanding of customer behavior, allowing you to acquire new customers and build customer loyalty.

CRM practicing companies have deeper, more precise data analysis and proven Six Sigma methods to understand the factors that drive customer satisfaction and profitable relationships.

CRM supports the Six Sigma methodology DMAIC in the following ways:

Define - business objectives, metrics, and product and process maps based on industry-defined CRM metrics and process library.

Measure - quantify and Analyze defined output metrics leveraging prebuilt, drill-down voice-of-the-customer analytics.

Improve - Control, and standardize processes through automation, digitization, and use of best practices embedded in the business applications.

CRM and Six Sigma…..

Five step approach can be helpful to deal with a structured CRM implementation approach:

defining objectives

identifying core processes

defining key, high-impact problems

Planning the profitable execution

Executing and realizing the CRM benefits 

.

CRM and Six Sigma…..

Profit margin calculation for Six sigma and CRM implementation

Industry benchmarks for Industrial Manufacturing indicate sales, general and administrative expenses of 17 percent.

Assuming• There indeed is 50 percent waste in customer-facing processes, • 25 percent of this waste can be eliminated through improvements,

Then application of Six Sigma methodologies and CRM would result in An approximate 2.15 percent cost savings. Considering that average operating margins for the industry hover around 9.4 percent this cost savings would represent a 30 percent increase in profit margin as a direct result of applying Six Sigma and CRM to customer-facing processes. 

Some statistical facts for CRM implementation

Revenue increases of 41%

Decreased sales cycle times of 24%

Lead conversions of 300%

Decreased sales and marketing costs of 23%

Improved profit margins of 2%

Customer retention improvements of 27%

CRM Integrates all customer interactions at one platform

Pre-sales Automation

Sales Automation

Post sales automation

1

2

•Lead management•Contact, Account, opportunity management•Sales pipeline management•Sales team management•Activity, meetings and call management•Calendar management•Drill down sales dashboards and many more……

•Online Marketing Campaign management•Bulk email management•Campaign ROI calculator•Newsletter management•Personalize bulk mails

•Multiple account management•Customer support automation•Ticketing system•Case/bug management•Customer profiling•Knowledge base•Cross/up selling opportunity management and many more…….

3

Benefits of CRM

Increased Revenue• Improve Customer Retention

• Attract New Customers

• Up Sell – Cross Sell

Decreased Costs• Automate Tasks

• Improve Campaign Efficiency

• Improve Forecast Accuracy and Timeliness

Intangibles• Increase Customer Satisfaction

• Improve Product and Pricing Models

• Increase Knowledge Retention and implementation

• Differentiate yourself in the Marketplace

• Increase your Understanding of your Customers

Critical success factors

Culture Shift (Product Centric Customer Centric) Business Process Change (More Important than Technology Change) CEO Involvement (Executive Commitment) Performance Metrics (Determine Metrics / Establish Baseline) Software and Legacy System Integration (Avoid Data Pockets) Data Integrity (Common Across the Enterprise) Risk Management (Mitigate Regulatory Risk) Security Management (Control the Data you Collect)

About SugarCRM

SugarCRM is the world's leading provider of commercial open source customer relationship management (CRM) software for companies of all sizes. SugarCRM is an open source CRM Solution that is fast, flexible, feature-rich and on top of everything, an affordable product.

It comes in Different flavors:

SugarCRM Community edition (no license, Just initial configuration and

desired customization is required

SugarCRM Professional (license based)

SugarCRM enterprise (license based)

Commercially used by more than 50,000 companies across the world

Campaign Lead Contact Account Opportunity CampaignActivity Calendar

Dashboards CasesEmails Rolemanagement

These are the existing features of Community edition SugarCRM

ForecastForecast ReportsReports InvoicesInvoices Sales orderSales order ProductProduct Quote Quote

These are the available features with commercial version and could be easily added with community version of SugarCRM

Workflows Ad-hoc report

Hierarchy management

Escalation management

Auto assignment

Asterisk integration

Integration with other

applications

SMS integration

Integration with BI tool

Other custom development

Territory management

These are the specific features which can be added or developed whenever asked for

SugarCRM feature matrix

Team management

Team management

What Penguinians do?

Educating companies about Customer Relationship Management best practices

Business process blueprinting and suggesting the best suitable CRM application

Providing end to end SugarCRM implementation services

Web based custom CRM development

SugarCRM integration with various other legacy applications like Websites, ERP, etc.

Users and Admin training services for SugarCRM

Our offerings

CRMCRMRelated offerings

and CRM integrations

Related offerings and CRM

integrations

SugarCRM customizationHosted SugarCRMHosted emailMarketing softwareLead management softwareSales force automationCustomer support softwareTicketing systemCustom made CRM applicationsCRM for call centers

SugarCRM integration <> AsteriskSugarCRM integration <> portalsSugarCRM integration <> ERP applicationsSugarCRM integration through web servicesCMS (Joomla, Drupal, wordpress) and integrationsCRM product development and integration with POSOpen source Business intelligence tools customization and integrations

Your CRM consulting partner

PenguinCRM Pvt. Ltd.Hyderabad, India,Ph. no. +91 40 6524 1102 +91 40 6602 8556www.penguincrm.comEmail: sales@penguincrm.com info@penguincrm.com

http://twitter.com/penguincrm

http://www.facebook.com/pages/PenguinCRM/313580679871

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