crm made simple: crm adoption curve
DESCRIPTION
Different companies at different stages of CRM initiatives require a specific set of processes and tools. Discover where you are in your CRM adoption and how to climb that adoption curve. Presented at SugarCon 2011 by Jan Sysmans, Senior Director Product Marketing at SugarCRMTRANSCRIPT
CRM Made SuccessfulClimbing the Adoption Curve
Jan Sysmans
Wednesday April 6 - 10:25 am
©2011 SugarCRM Inc. All rights reserved.
Increase Sales Productivity
“In just 12 months, we shortened our sales cycles by 20 percent & increased our new business by 15 percent”
Massimiliano Pianigiani, Sales Director, Mia Energia (Italy)
“We’ve experienced productivity gains of 30-50 percent”
Erica Vorsay, General Manager, Trans-Tasman Business Circle (Australia)
“Our sales team has increased productivity by 30 percent while our customer service team has improved its response time by 50 percent.”
Mahzan Miskam, Head of Information Communication Technology, UEM Land Group (Malaysia)
04/12/2023 3©2011 SugarCRM Inc. All rights reserved.
Improve Customer Service
“The integration of SugarCRM throughout the business has reduced order processing from a half a day to less than one hour.”
Naomi Simson, CEO, Red Balloon (Australia)
“Our switch to SugarCRM means that we are now even better equipped to deliver excellence in customer service”
Alex Pettefer, UK Group Marketing Director, Loomis (UK)
04/12/2023 4©2011 SugarCRM Inc. All rights reserved.
Better Visibility and Cost Savings
“In just over a year we have reduced employer’s health care costs by 20 percent and reduced membership information processing time by 60 percent.”
Marty Heaner, CTO, Tenzing Health (USA)
“SugarCRM’s customization and integration capabilities have saved us tens of thousands in operational costs thanks to its ability to tie sales and back-office operations together.”
Martin Ross, VP of Technology, Healthscreen (Canada)
“We have tripled the number of web leads, and increased the visibility into our business”
Jennifer Maitland, Marketing Operations Manager, Caplin Systems (UK)
04/12/2023 5©2011 SugarCRM Inc. All rights reserved.
Agenda
What is CRM
CRM Adoption Curve
Social CRM Adoption Curve
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CRM
Customer Relationship Management
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CRM
CRM is about Customers
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CRM
CRM is about Growing and Retaining Customers
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The Business World Is Changing
Customers Are More Demanding
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How To Respond To This Change
Putting The Customer First
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How Do You Do That?
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All Customer Facing Organizations
Sales
Marketing Support
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Customers
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05/08/09
Customers
GoalsProcessesPeopleTechnology
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05/08/09
ServicesServices
Sales
Customers
Marketing
GoalsProcessesPeopleTechnology
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05/08/09
GoalsProcessesPeopleTechnology
Marketing
Services
Sales
Customers
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05/08/09
GoalsProcessesPeopleTechnology
Services
Marketing
Services
Sales
Customers
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Think Big, Start Small and Move Fast
Sales
Marketing Support
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Different Stages
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CRM Adoption Curve
CRM Process
Diff
eren
tiatio
n
Generic
Unique
Manual Optimized
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04/12/2023 23©2011 SugarCRM Inc. All rights reserved.
CRM Adoption Curve
CRM Process
Diff
eren
tiatio
n
Generic
Unique
Manual Optimized
Manual• Few defined processes, all manual• Data locked in emails & spreadsheets• No measurement or visibility
1.
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CRM Adoption Curve
CRM Process
Diff
eren
tiatio
n
Generic
Unique
Manual Optimized
2. Managed• Repeatable processes• Source of shared data• Limited measurement and visibility
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CRM Adoption Curve
CRM Process
Diff
eren
tiatio
n
Generic
Unique
Manual Optimized
3. Defined• Battle-tested processes• Team Collaboration• Accurate measurement and clear visibility
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CRM Adoption Curve
CRM Process
Diff
eren
tiatio
n
Generic
Unique
Manual Optimized
4. Optimized• Differentiated best practices• Integrated and scalable systems• Quickly adapt to changing market
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Defined
CRM Adoption Curve
Optimized
CRM Process
Diff
eren
tiatio
n
Generic
Unique
Manual Optimized
Manual 1.
2.
3.
4.
Managed
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Evolution of the CRM Landscape
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Traditional Buying Model
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Complex Social Buying Model
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Introducing Social CRM
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Talk
Social CRM Adoption Curve
Engage
SCRM Process
Soc
ial S
ophi
stic
atio
n
Generic
Unique
Manual Optimized
Manual 1.
2.
3.
4.
Listen
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OK, So How Do You Do That?
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Introducing
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Selling to Mark
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Manual Stage: Mark Hinkle at Cloud.com
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Manual Stage: Mark Hinkle at Cloud.com
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SugarCRM = Social CRM
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Listen: LinkedIn
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Listen: Twitter
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Listen: Social Map
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Listen: Blog
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Listen: Social Profile / Sales Intelligence
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Talk/Engage: Document Sharing
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Talk/Engage: Online Meetings
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In Summary
Implementing Social CRM takes a strategy
Don’t try to do everything at once
Think Big, Start Small, Move Fast
Social CRM is a component of CRM
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The Future of Business is Open
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Collaboration Social
CloudMobile
SugarCRMOpen Platform
