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Create a slide that show some DID YOU KNOW facts

Does this look like any attorney you know?

Meet John Smith

Age: 40 somethingOccupation: AttorneyHobbies: Sports & beerMarital Status: Married + 4 kids

Pressure is building up…

I need more

billable hours

Stop Watching Law & Order – this is the

Real World

Word of mouth

Need to improve client loyalty

Need expert support

on this case?

HELP ME!

Phone Calls, Texts, Emails, Face Book, Tweets, Linked in –

I can’t keep up!!

Who are my most profitable clients?

Oh NO – Not Holiday card time AGAIN!!

I can’t be everywhere at

once

I can’t keep track of who’s working

on this case

Who are my Contacts?

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How does CRM help John get from here...

Create a slide that show some DID YOU KNOW facts

To here?

Grow, Retain & Advocate with CRM

(Customer Relationship Management)(Customer Relationship Management)

August 25, 2011Teresa C. Bernot

Senior DirectorSAP CRM Center of Excellence

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Teresa C. BernotSr. Director, SAP CRM Center of ExcellenceNorth America

SAP AmericaNewtown Square, PA 19073T 412-726-9911E teresa.bernot@sap.com

Consolidated Dry Grocery Buyer

Supply Chain Solutions Retail & Consumer Products

CRM Center of ExcellenceCRM & ERP Multiple Industries

CRM is in Your Life Everyday.….

• CRM: Providing a 360 Degree View

• Advocate for Your Clients Anytime, Anywhere

• Grow Your Client Base, Recognition & Revenues

• Retain & Service Your Client Base

Agenda

• Q&A

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So How Does CRM Help John….

Get from here...

To here?

It’s not just about the software…

It is about connecting people…

You Your Clients

CRM: Providing a 360 Degree View

Superior ServicesAdvocate - Grow -Retain

Targeted Offers & Loyalty

Multi-Channel Campaigns

Social Media

Self Service

Clients, Accounts, Contacts,

Experts

Opportunities, Activities/

Up Sell / Cross Sell

Contracts, Billing ,

Billing

Interactions, Matter Tracking

Quotes, Invoices (Billable Hours)

Customer Service Center

Loyalty Programs

Expert Services, Anytime, Anywhere

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• CRM: Providing a 360 Degree View

• Advocate for Your Clients Anytime, Anywhere

• Grow Your Client Base, Recognition & Revenues

• Retain & Service Your Client Base

Agenda

• Q&A

Advocate….

Manage Account & Contact Information

Opportunity & Lead Management

Interaction History

Team Selling

History

Track Competition

360 Degree View of

Customer

Sales Methodologies

Quote & Order Management

Activity Management

Advocate through InsightHow a Large Consumer Products Manufacturer Uses Real Time Information to Make Better Decisions

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INSTANT UPDATES ON THE ROADBakery and food service sales representatives update opportunities and customer data in real-time, improving

Advocate through InsightGeneral Mills Uses CRM for Real Time Customer Insights

sales productivity

Your Turn: Let’s White Board Some Examples!!

Advocate through InsightAdvocate for Your Clients Anytime, Anywhere

• CRM: Providing a 360 Degree View

• Advocate for Your Clients Anytime, Anywhere

• Grow Your Client Base, Recognition & Revenues

• Retain & Service Your Client Base

Agenda

• Q&A

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Hard workTarget & Grow….

Targeted Cross Sell & Up Personalized C i iTargeted

Segmentation

Multi-Channel / Multi-Wave Campaigns

Budgeting Marketing Funds

Cross Sell & Up sell

Communications

Surveys

Targeted, Real Time Offers

List Management

GrowThe Pennsylvania Department of Revenue Grows with CRM

Your Turn: Let’s White Board Some Examples!!

GrowYour Client Base, Recognition & Revenues

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• CRM: Providing a 360 Degree View

• Advocate for Your Clients Anytime, Anywhere

• Grow Your Client Base, Recognition & Revenues

• Retain & Service Your Client Base

Agenda

• Q&A

RetainNever let them feel like this!

24x7 Multi Channel Assisted Support

Self Service Options

Outbound Auto-Communications

Seasonal Scheduling &

Support

Expert Services

Tiered Service Programs

Auto-ID

Manage Field Service Technicians

RetainIt is about Delighting Your Clients & Customers...

Expert Services Anytime, Anywhere

FAQ Database

Loyalty Programs

Warranty, Returns, Complaints

Management

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RetainHow Are Others Doing it?

•Multi-Channel, 24x7•360 Degree View of Customer•Track Call Durations & Details

•99.9% Order Entry Accuracy•30% ROI

RetainCEMEX Wins the Gartner & 1to1Media 2011 CRM Excellence Award

RetainHershey Provides a Self Service Portal for 24x7 Order Tracking

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Your Turn: Let’s White Board Some Examples!!

RetainRetain & Service Your Client Base

Next Steps: Your Firm Using CRM to Help John….

Get from here...

To here?

Next Steps: Your Firm Using CRM to Help John….

Get from here... To here?

Customer Think: http://www.customerthink.com/Search CRM.com: http://searchcrm.techtarget.com/eCRMGuide.com: http://www.ecrmguide.com/InsideCRM.com: http://www.insidecrm.com/SAP CRM: http://www12.sap.com/solutions/business-suite/crm/index.epxSee SAP CRM in Action: http://www.sap.com/solutions/business-suite/crm/demos/index.epxLearn More About Other Companies Using SAP CRM: http://www.sap.com/solutions/business-suite/crm/customers/index.epx

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Thank You!!

Teresa C. BernotSr. Director, SAP CRM Center of ExcellenceNorth America

SAP AmericaNewtown Square, PA 19073T 412-726-9911E teresa.bernot@sap.com