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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-Server
a 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 Based
accessed by users over the internet




     Aka - thin client or hosted
Cloud - SaaS
 Software 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
What is the Cloud?

•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?




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     • You are in control of
        • Scalable                   upgrades
        • No huge up-front costs   • You have more control
                                     if you don’t like some
                                     system changes
       • On-going subscription     • High up- front costs for
 Con’s   costs add up                software.
                                   • Tied in with that
                                     decision and
                                     costly/difficult to change
Environment
            Web-based/Cloud                Client Server
Pro’s   • Hardware, operating       • IT team manage what’s
          system & database are       happening with
          included.                   hardware, networks etc.
        • No internal costs for you • Make IT decisions that
          to maintain or upgrade      are best for your
          the network.                company.
Con’s   • Typically shared with    • Network updates and
          other customers            maintenance are your
          causing load time errors   responsibility.
                                   • Takes time, mistakes
                                     can happen, outsource
                                     all additional costs.
IT Support
               Web-based             Client Server
Pro’s   • Global upgrades and • System upgrades happen
          changes hardly        when you choose not when
          noticed by staff.     the ASP (Applications
        • Reliable - System and Service Provider) chooses.
          team up and running
          all the time.
Con’s   • They choose as and    • Upgrades are an additional
          when they like to       cost and therefore don’t
          upgrade and when the    always happen and before
          server might be down.   you know it your system is
                                  out of date.
                                • Mistakes happen and can
                                  be costly.
User Seats
             Web-based/Cloud                 Client Server
Pro’s   • These are typically        • Applications tend to run
          sessions on a server, not    faster when they are local
          actually software on the     to the users computer.
          users computer, allowing
          access to the system for a
          larger user base – e.g
          customers & vendors.
Con’s • Remote software usually • You usually have to pay
        requires access to the          per users regardless how
        internet – so if you have       much or little they use the
        internet access issues          system.
        you’re staff will be offline. • Seats are usually sold in
                                        bundles so can be pricey.
Systems Access
               Web-based/Cloud                 Client Server
Pro’s   • Software can be accessed       • Software accessible
          anywhere with internet access.   through the local
        • The user does not have to be     network, so it’s quick to
          at their own computer.           respond and you don’t
        • Most companies have              need to rely on internet
          reasonable internet access so    access.
          no additional costs incurred.
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       - High up front license,
                - Great Short term    configuration, installation
                - Scalable            costs
Environment     - Cuts out the need   - More control
                for IT support        - Network updates and
                                      downtime can be costly
IT Support      - 99.9% uptime        - System needs
                guaranteed            maintenance & upgrades.
Users Seats     - Easily scalable     - Faster performance
                                      depending on network
Systems Access - Easy for remote      - Not dependent on
               working                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        Total
                              Maintenance
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://login.live.com
https://thesoftwarepractice.crm4.dynamics.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

Business:                 License          Server      Total
                                           License
             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

Education:                License          Server      Total
                                           License
             1 x user                 50        1500            £1550
             5 x users               250        1500            £1750
             10 x users              500        1500            £2000
             50 x users             2500        1500            £4000
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
Practical Scoping Exercise


• What are their CRM aims?

• Assess current system?

• Web Based or Client Server?

• Which solution is best fit?

• Which is the cheapest?
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/
Impartial CRM Advice
        & CRM Training

       Call 0770 410 5954

     Follow @helencoldicott




www.coldicottfreelancetraining.com

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E crm m sc - warwick uni - crm solutions

  • 2. Heads up • Definitions • Web Based or Client Server? • Assessing Current IT Systems Live Demos: • GoldMine - Video • MS Dynamics • 37 Signals Highrise
  • 3. Which CRM systems are you familiar with?
  • 4. Client-Server a 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
  • 5. Web Based accessed by users over the internet Aka - thin client or hosted
  • 6. Cloud - SaaS Software 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
  • 7. What is the Cloud? •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
  • 8. What is the Cloud? http://www.windowsazure.com/en-us/pricing/calculator/?scenario=cloud
  • 10. Systems Costs Web-based/Cloud Client-Server Pro’s • Pay for what you use • You are in control of • Scalable upgrades • No huge up-front costs • You have more control if you don’t like some system changes • On-going subscription • High up- front costs for Con’s costs add up software. • Tied in with that decision and costly/difficult to change
  • 11. Environment Web-based/Cloud Client Server Pro’s • Hardware, operating • IT team manage what’s system & database are happening with included. hardware, networks etc. • No internal costs for you • Make IT decisions that to maintain or upgrade are best for your the network. company. Con’s • Typically shared with • Network updates and other customers maintenance are your causing load time errors responsibility. • Takes time, mistakes can happen, outsource all additional costs.
  • 12. IT Support Web-based Client Server Pro’s • Global upgrades and • System upgrades happen changes hardly when you choose not when noticed by staff. the ASP (Applications • Reliable - System and Service Provider) chooses. team up and running all the time. Con’s • They choose as and • Upgrades are an additional when they like to cost and therefore don’t upgrade and when the always happen and before server might be down. you know it your system is out of date. • Mistakes happen and can be costly.
  • 13. User Seats Web-based/Cloud Client Server Pro’s • These are typically • Applications tend to run sessions on a server, not faster when they are local actually software on the to the users computer. users computer, allowing access to the system for a larger user base – e.g customers & vendors. Con’s • Remote software usually • You usually have to pay requires access to the per users regardless how internet – so if you have much or little they use the internet access issues system. you’re staff will be offline. • Seats are usually sold in bundles so can be pricey.
  • 14. Systems Access Web-based/Cloud Client Server Pro’s • Software can be accessed • Software accessible anywhere with internet access. through the local • The user does not have to be network, so it’s quick to at their own computer. respond and you don’t • Most companies have need to rely on internet reasonable internet access so access. no additional costs incurred. 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.
  • 15. Summary Cloud Client Server System Costs - Pay as you go - High up front license, - Great Short term configuration, installation - Scalable costs Environment - Cuts out the need - More control for IT support - Network updates and downtime can be costly IT Support - 99.9% uptime - System needs guaranteed maintenance & upgrades. Users Seats - Easily scalable - Faster performance depending on network Systems Access - Easy for remote - Not dependent on working internet access & speed.
  • 16. 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
  • 17. What’s essential to your projects success?
  • 18. Performance & Reliability
  • 22. 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
  • 24. 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
  • 25. 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
  • 26. 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
  • 28. 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
  • 29. Goldmine Pricing License Annual Total Maintenance 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
  • 30. Microsoft Dynamics https://login.live.com https://thesoftwarepractice.crm4.dynamics.com
  • 31. 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
  • 32. Disadvantages of MS CRM • Too many fields • Too much functionality • Labour intensive • Consultant required for customisation • Windows server 2003 and IE required
  • 33. MS CRM Client Server Pricing Business: License Server Total License 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 Education: License Server Total License 1 x user 50 1500 £1550 5 x users 250 1500 £1750 10 x users 500 1500 £2000 50 x users 2500 1500 £4000
  • 34. 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
  • 36. 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
  • 37. 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
  • 38. 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.
  • 39. 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.
  • 41. Heads up • Spa Seekers • Kidderminster College • Metrology Direct • Rather Inventive
  • 42. Practical Scoping Exercise • What are their CRM aims? • Assess current system? • Web Based or Client Server? • Which solution is best fit? • Which is the cheapest?
  • 45. 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
  • 46. Spaseekers - Systems • Windows Server • Local Network • Old PC’s • Some onsite support • Dedicated Server available • All administrators office based
  • 49. 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
  • 50. Kidderminster College - Systems • Windows Education license • All use Outlook • Onsite IT support • Adequate Server space • 15 x users • All administrators office based
  • 53. 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
  • 54. 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
  • 57. 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
  • 58. 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
  • 59. Which CRM they use: • Spa Seekers - GoldMine • Kidderminster College – MS CRM • Metrology Direct - GoldMine • Rather Inventive - Highrise
  • 61. Slides A copy of the presentation will be available on my LinkedIn profile Helen Coldicott
  • 62. 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/
  • 63. Impartial CRM Advice & CRM Training Call 0770 410 5954 Follow @helencoldicott www.coldicottfreelancetraining.com

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