The State of CRM

&

Choosing the Best CRM for Your Business

Presented By:

Doug Guilbeau Managing Partner, Levementum

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1st Gen – The Electronic Rolodex

Contact Focused

Reflected the ‘Lone Wolf’ Sales Models dominate at that time

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2nd Gen – Age of Seibel

Emergence of the Siebel, SFA, & rise of the ‘Solution Sales Process’

Emulated by the leading ERP vendors

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3rd Gen – a new market is crated by Salesforce.com

Combined Seibel’s sales process and management tools via a browser & w/o IT

Gives birth to SaaS which ultimately evolves into ‘Cloud Computing’

Microsoft gets into the game – integrated into Outlook

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Realization of the 360 view of the customer lifecycle

SFA at the core, but Customer Service and responding to Social Marketing are also critical

Being “In the Cloud” is no longer a major concern

Responding to Evolving Customer expectations ◦ Interact where they choose ◦ Social, Mobile, Live Chat

Marketing

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Usability and adoption matter; no longer just a ‘management tool’

Social Collaboration, Mobility and ‘Plug-ins” are vital to usability and adoption

Workflows, approvals and Automation of Business Processes also help drive adoption

Building custom apps with the platform & config tools

Marketing

Growth of Connected Devices

Source: Cisco IBSG, April 2011

Market leader is Salesforce.com

The fight for #2 ◦ MS Dynamics

◦ SugarCRM

Cloud enabled options targeted to specific niches or SMB

Leaders Dying Out

CRM Technology in and of itself – HAS NO VALUE

Value is Derived from enabling Business Goals and Strategies that drive growth and/or profitability

Balance the needs of the Business with the realities of CRM usability and adoption

2 Parts people with 1 part Technology

Understand Customization Options

Identify Insights

You Need Avoid ‘beauty

contest’ selections Vital Few and go

for quick wins

Know Your Why Pragmatic Budget and Timeframe

Focus on Internal Adoption

Be honest about your Cloud bias

Cloud Solution vs On Premise Solution

Prioritize your Business Goals / Objectives

Budget for ISV Plug-ins Know where and how Mobility matters CRM Management & Maintenance

Not getting the voice of the user in the design

Over Engineering the information collected

Poor Data

Over doing Integrations

Under budgeting for guidance of experts

Under investing in on-going support

Not leveraging the full Platform capabilities

Visioning and Discovery – include the best of the best to balance usability needs & management

Engage and build Evangelists

Address unrealistic expectations head-on and early-on

Hands on training is best in the context of a process you want them to follow

Provide triage and on-going ‘did you know’ sessions to reinforce usability tools in context

Invest in a ‘plug-in’ budget, but try to avoid one-size fits all

Investment Expectations

$5K - $20K $20K - $75K $75K to $200+

Over 700 Successful CRM Projects Complete

Diverse Industry and Use Case Expertise

SMB to Fortune 1000 Company Experience

Experts in both SFDC & SugarCRM

Chandler Based Since 2006

Experienced and Education Focused

Solve for tough business problems

Receive guidance through the selection, design and implementation processes

Knowledge of new and upcoming products

Best in class CRM services