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Upgrades are an additional cost and therefore don’t always happen and before you know it your system is out of date.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