Your CRM consulting Partner CRM implementation - A Six sigma way
PenguinCRM Pvt. Ltd. Hyderabad, India, Ph. no. +91 40 6524 1102 +91 40 6602 8556 www.penguincrm.com Email: sales@penguincrm.com info@penguincrm.com http://twitter.com/penguincrm http://www.facebook.com/pages/PenguinCRM/313580679871 Find us for more
2. Agenda
What is CRM?
CRM Matrix
CRM and Six sigma
Profit margin calculation for Six sigma and CRM implementation
Some statistical facts for CRM implementation
CRM integrates all customer interactions at one platform
Benefits of CRM
Critical success factors
About SugarCRM
SugarCRM feature matrix
What Penguinians do?
Our offerings
3. CRM is a focused approach to customer-related processes.
Gartner Says: CRM is a business strategy that leverages specific
technology, business processes, and a customer-focused culture
and management philosophy to attract and retain profitable
customers.
Reality: Companies today have always focused on their customers.
Companies today are addressing some of their customer-related activities,
but may want to address more
What is CRM?
5. CRM and Six Sigma
Customers never think as organizations do:
Customers experience the variance in each and every transaction
or purchase
Customers value consistent and predictable business processes
and high-quality products
A perfect Six Sigma centered CRM implementation approach:
focuses first on reducing variation, and then on improving process
capability.
improves understanding of customer behavior,
allowing you to acquire new customers and build customer loyalty.
CRM practicing companies have deeper, more precise data analysis and
proven Six Sigma methods to understand the factors that drive customer
satisfaction and profitable relationships.
6. CRM supports the Six Sigma methodology DMAIC in the following ways:
Define - business objectives, metrics, and product and process maps
based on industry-defined CRM metrics and process library.
Measure - quantify and Analyze defined output metrics leveraging
prebuilt, drill-down voice-of-the-customer analytics.
Improve - Control, and standardize processes through automation,
digitization, and use of best practices embedded in the business
applications.
CRM and Six Sigma…..
7. Five step approach can be helpful to deal with a structured CRM
implementation approach:
defining objectives
identifying core processes
defining key, high-impact problems
Planning the profitable execution
Executing and realizing the CRM benefits
.
CRM and Six Sigma…..
8. Profit margin calculation for Six sigma
and CRM implementation
Industry benchmarks for Industrial Manufacturing indicate sales, general and
administrative expenses of 17 percent.
Assuming
• There indeed is 50 percent waste in customer-facing processes,
• 25 percent of this waste can be eliminated through improvements,
Then application of Six Sigma methodologies and CRM would result in
An approximate 2.15 percent cost savings.
Considering that average operating margins for the industry hover around 9.4
percent this cost savings would represent a 30 percent increase in profit
margin as a direct result of applying Six Sigma and CRM to customer-facing
processes.
9. Some statistical facts for CRM
implementation
Revenue increases of 41%
Decreased sales cycle times of 24%
Lead conversions of 300%
Decreased sales and marketing costs of 23%
Improved profit margins of 2%
Customer retention improvements of 27%
10. CRM Integrates all customer interactions
at one platform
Pre-sales
Automation
Sales Automation
Post sales automation
1
2
•Lead management
•Contact, Account,
opportunity management
•Sales pipeline
management
•Sales team management
•Activity, meetings and call
management
•Calendar management
•Drill down sales
dashboards and many
more……
•Online Marketing
Campaign management
•Bulk email management
•Campaign ROI calculator
•Newsletter management
•Personalize bulk mails
•Multiple account
management
•Customer support
automation
•Ticketing system
•Case/bug management
•Customer profiling
•Knowledge base
•Cross/up selling
opportunity management
and many more…….
3
11. Benefits of CRM
Increased Revenue
• Improve Customer Retention
• Attract New Customers
• Up Sell – Cross Sell
Decreased Costs
• Automate Tasks
• Improve Campaign Efficiency
• Improve Forecast Accuracy and Timeliness
Intangibles
• Increase Customer Satisfaction
• Improve Product and Pricing Models
• Increase Knowledge Retention and implementation
• Differentiate yourself in the Marketplace
• Increase your Understanding of your Customers
12. Critical success factors
Culture Shift (Product Centric Customer Centric)
Business Process Change (More Important than Technology Change)
CEO Involvement (Executive Commitment)
Performance Metrics (Determine Metrics / Establish Baseline)
Software and Legacy System Integration (Avoid Data Pockets)
Data Integrity (Common Across the Enterprise)
Risk Management (Mitigate Regulatory Risk)
Security Management (Control the Data you Collect)
13. About SugarCRM
SugarCRM is the world's leading provider of commercial open source
customer relationship management (CRM) software for companies of all
sizes. SugarCRM is an open source CRM Solution that is fast, flexible,
feature-rich and on top of everything, an affordable product.
It comes in Different flavors:
SugarCRM Community edition (no license, Just initial configuration and
desired customization is required
SugarCRM Professional (license based)
SugarCRM enterprise (license based)
Commercially used by more than 50,000 companies across the world
14. Campaign Lead Contact Account OpportunityCampaignActivity Calendar
Dashboards CasesEmails
Role
management
These are the existing features of Community edition SugarCRM
ForecastForecast ReportsReports InvoicesInvoices Sales orderSales order ProductProduct QuoteQuote
These are the available features with commercial version and could be easily added with
community version of SugarCRM
Workflows
Ad-hoc
report
Hierarchy
management
Escalation
management
Auto
assignment
Asterisk
integration
Integration
with other
applications
SMS
integration
Integration
with BI tool
Other custom
development
Territory
management
These are the specific features which can be added or developed whenever asked for
SugarCRM feature matrix
Team
management
Team
management
15. What Penguinians do?
Educating companies about Customer Relationship Management
best practices
Business process blueprinting and suggesting the best suitable
CRM application
Providing end to end SugarCRM implementation services
Web based custom CRM development
SugarCRM integration with various other legacy applications like
Websites, ERP, etc.
Users and Admin training services for SugarCRM
16. Our offerings
CRMCRM
Related offerings
and CRM
integrations
Related offerings
and CRM
integrations
SugarCRM customization
Hosted SugarCRM
Hosted email
Marketing software
Lead management software
Sales force automation
Customer support software
Ticketing system
Custom made CRM applications
CRM for call centers
SugarCRM integration <> Asterisk
SugarCRM integration <> portals
SugarCRM integration <> ERP
applications
SugarCRM integration through web
services
CMS (Joomla, Drupal, wordpress) and
integrations
CRM product development and
integration with POS
Open source Business intelligence
tools customization and integrations
17. Your CRM
consulting partner
PenguinCRM Pvt. Ltd.
Hyderabad, India,
Ph. no. +91 40 6524 1102
+91 40 6602 8556
www.penguincrm.com
Email: sales@penguincrm.com
info@penguincrm.com
http://twitter.com/penguincrm
http://www.facebook.com/pages/PenguinCRM/313580679871
Find us for more