george dempster. this afternoon technology in my practice customer relationship management (crm 101)...
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George Dempster George Dempster
This Afternoon
Technology
Hardware
Software
Operating Systems
Practice Management
50% 14%
OtherOther
EMD
Optimax
IKAT
Business Applications
Connectivity
Networks
Wireless Linked
Technology?Technology?
CRM 101CRM 101
Customer Relationship Management
Customer relationship management (CRM) are methods that companies use to interact with customers.
Includes – systems – customers -staff processes – collecting and sharing information
The outcome satisfied customers – measured by company profitability
Step 1 – Position the Practice
Step 2 – Gather Information
CommunityCommunity
ConnectConnect
ContentContent
CommunicationsCommunications
CommerceCommerce
Step 3 - Build your customer base
CRM Checklist
Employees trained and empowered
Customer service performance measures exist – attainable goals are set
Regular and informative communications
Employees build one on one relationships with key customers
Conducive working environment - collaboration and teamwork encouraged
Regular employer - employee appraisals
Business processes reviewed and improved
Customer data maintained – updated and improved
Customer complains welcomed and resolved quickly
CRM 101?CRM 101?
Merging I.T. with CRM Merging I.T. with CRM
My Website
Practice website
My Website
Online Forms
My Database
Admin Tool
My Database
Admin Tool
My Database
Admin Tool
My Society
Admin Toolkit
My Society
Admin Toolkit
Bulk Communications
Bulk Communications - surveys
Rep Platform
The Results
Our Products
E2 - 2010
Thank YouThank You