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DRIVING YOUR BUSINESS
  FORWARD WITH SAGE CRM…..




WITH SAGE CRM




  Feb 2013
  Questions?   Do email me at shobha@triadme.com
  Shobha Moni, Director and Founder
AGENDA

 What is CRM?
 Common business issues faced by
  companies today
 How CRM can help
     Sales

     Marketing

     Lead Generation and Distribution
     Customer Service

     Business Owners and Finance team
WHAT IS CRM?




  CRM is a business strategy designed to
    optimise profitability, revenue, and
          customer satisfaction
                      Better                                                   In a more
                                                  Delivered in   At a lower
    Higher Value     qualified     More of them                               predictable
                                                   less time        cost
                   opportunities                                                  way
COMMON BUSINESS ISSUES FACED BY
    COMPANIES TODAY                               “I need a quick
                                                  and easy way for
                                                  me to see how
                                                  the business is
                                                  performing at
                                                  any given time”BUSINESS “I want to
                                                                                               “I need to be able
 “I need to                                                       OWNER maximise the           to calculate the
 know what                                                                 productivity of
                                                                                               cost per lead
 the sales                                                                         all my
                                                                                               easily and
 pipeline                                                                    employees”
                SALES                                                                          accurately”
                                                                                                        MARKETING
 looks like
 quickly and   MANAGER“It take me ages                                                                   MANAGER “Marketing
 easily”                   to roll up all the
                                                                                                                          campaigns are
                            reps’ forecasts
                                                                                                                     difficult to manage
                                into a team
                                                                                                                       and leads can go
                            forecast for my
                                                                                                                                 missing”
                                      boss”




                                                                                              “We don’t have an up
“Sales forecasts                                                                              to date log of all
are difficult to                                                                              communications with
create and time-                                                                              customers”                             “Our
                                                     “I want to have
consuming”                “I sometimes spend                                                                                  processes
                 SALES      my whole morning
                                                     access to the
                                                                                                         CUSTOMER                 are not
                                                     same customer
               EXECUTIVE   trying to figure out      information the                                      SERVICE         automated so
                              who I’m meant to       front office has         “I don’t want to be                              customer
                            follow-up with and                  BACK OFFICE
                                                     so I understand             wasting time re-                                  issues
                                         when”       any customer             entering the same                              sometimes
                                                     issues when I               information into                           fall through
                                                     am chasing                  multiple places”                           the cracks”
                                                     payments”
CRM DELIVERS COMPETITIVE ADVANTAGE
                                                        Multiple views of the
 Departmental       Departmental   Departmental               customer
 Collaboration       Customer      Productivity
                      Insight      & Efficiency           One dimensional
                                                              insight

                 Disparate Systems

                                                    Single view of the customer
                                                             3600 insight
  Extended           360 degree       Org-wide
  Enterprise         Customer        Productivity
 Collaboration         Insight       & Efficiency


                                                             COMPETITIVE
                      CRM                                    ADVANTAGE

  CRM delivers a single view of the customer for better customer
 relationship management, delivering real competitive advantage
Leveraging CRM for
  Transformative
     Change
What is Sales / Marketing all about? $
Revenue
Funnel                                   Enablement through
                                                                                                                 The Great
                                                                                                                 Unwashed
                                             CRM                                                       Total population of touch
                                                                                                       points across all marketing

    First Interaction                Campaign Management                                              activities – offline and online

                                                                                                                First Pass
                                         Social Media
     Identifiable engagement –
                  registration on                                                                              Qualification
        website, attendance at
                                                                                                       Headline attribute(s)
   event, request for call, click-
               through on email
      Nurture Cycle
                                         E-Marketing                                                  identified in First Interaction
                                                                                                       used to disqualify based on
                                                                                                       geography, company size etc

                Orchestration of
     targeted, personalized and
                                         Performance
                                                                                                             Qualified Lead
  intelligent nurture program to
  generate „Suspects‟ from NN              Management
                          and IB                                                                       Intent and timeframe for
              QSO
                                        Lead Capture &                                                purchase – converted from
                                                                                                       Suspect to Lead
Qualified against specific sales                                                                                 Forecasted
      criteria – product / service
fit, budget and decision maker
                                           Management                                                            Opportunity


                                      Data Segmentation &
                                                                                                        Active sales opportunity
                                                                                                        committed to sales forecast
                                                                                                        with specific close probability

                                           Enrichment
                                     Process optimization
                                                            Customer additions
                                                             Revenue growth      Database refinement
                                                              Margin growth
HOW CRM HELPS THE SALES EXECUTIVE
   Dashboards deliver a unified view of all
    key sales information
   Real-time pipeline management ensures
    focussed sales activity
   Forecasts can be prepared and
    submitted in minutes
   Increases visibility on customer
    interaction across departments
   Reduces time spent on administration
    thereby increasing productivity
   Automates quotation generation
   Leverages financial information from the
    back-office system for accurate            From Sage CRM
    pricing, quotes and orders
   Empowers sales staff to sell more
    effectively
   Enables sales staff to focus on the most
    important sales opportunities
HOW CRM HELPS THE SALES MANAGER
   Dashboards deliver sales management a
    unified view of all key sales information
   Improves transparency in the sales pipeline
   Real-time pipeline management ensures
    focussed sales activity
   Enables quick and easy team forecast
    generation and improves sales forecast
    accuracy
   Enables regular sales performance
    monitoring
   Reduces opportunity slippage
   Optimises sales resources against high-       From Sage CRM
    potential opportunities
   Maximises cross and up-sell opportunities
   Empowers sales staff to sell more
    effectively
   Enables sales staff to focus on the most
    important sales opportunities
   Minimises sales administration and
    maximises sales staff productivity
SOME SCREEN SHOTS
Who Sage CRM Works For

Sage CRM works for Sales Professionals
• Empowers them to sell
  more effectively

• Enables them to focus
  on the most important
  sales opportunities

• Helps them to reduce
  the amount of time
  spent on sales
  administration

                          Dashboards deliver a unified view of all key sales information


                                   Real-time pipeline management ensures focussed sales activity


                                              Forecasts can be prepared and submitted in minutes
HOW CRM HELPS LEAD GENERATION
Sage CRM works for Lead Generation and Distribution across dealers
 o   Leads not captured or tracked effectively
 o   Leads not followed up on-time; no SLA; no escalations
 o   Lack of clear criteria for handover to sales
 o   No way to enforce formalized lead qualification and grading criteria
 o   Unstructured, subjective feedback on lead quality
 o   Leads and opportunities are not associated back to their source or originating campaign
 o   No mechanism for re-cycling

                                                          How CRM helps
                                                            Web-to-lead capture with campaign
                                                             landing zones
                                                            Full lifecycle management
                                                            Configurable lead qualification and
                                                             scoring capabilities.
                                                            Rules-based, automatic allocation
                                                            Alerts and notifications
                                                            Lead-to-opportunity conversion
                                                             workflow
                                                            Full audit trail and detailed KPIs
                                                             around qualification, conversion and
                                                             close
HOW CRM HELPS THE MARKETING MANAGER
   Empowers marketing staff to plan and execute highly effective campaigns
   Enables highly targeted customer communications
   Results in decreased cost-per-lead through automation
   Delivers insight into the lifetime value of customers
   Enables close alignment with the sales department and other key stakeholders
   Enables market segmentation based on financial data from the back office
   Enables marketing staff to target the right companies at the right time
   Helps eliminate guesswork and optimise marketing resources
   Delivers full campaign planning encompassing above-the-line and below-the-line
    activities as well as costs
   Combines actual campaign results with actual campaign costs to calculate the real
    return on marketing investment


                                                                             From Sage CRM
BENEFITS
Sage CRM connects to online integrated Email Gateway for bulk emails
o   Standalone activity – divorced from data and other marketing activities
o   Manually intensive
o   One-size-fits-all mass email; limited personalization
o   Not intelligent
o   High bounce rates
o   Oversaturation
o   Difficulty accommodating compliancy requirements

                                                            How CRM helps
                                                                Full integrated within CRM
                                                                Set and forget
                                                                WYSIWYG template editor
                                                                Intelligent nurture streams
                                                                Automatic generation of lists based
                                                                 on responses
                                                                Supports mass personalization
                                                                Powerful template editor
                                                                Real-time performance management
                                                                Advanced Spam checking
                                                                Enforces compliancy requirements
                                                                 and reporting
SOME SCREEN SHOTS
Who Sage CRM Works For

Sage CRM works for Marketing Professionals
• Empowers them to
  plan and execute
  highly effective
  campaigns

• Enables them to target
  the right companies at
  the right time

• Helps them to
  eliminate guesswork
  and optimise
  marketing resources
                           Full campaign planning encompassing above-the-line and below-the-line
                           activities as well as costs

                                    Define highly targeted marketing lists across multiple criteria


                                               Combines actual campaign results with actual campaign costs to
                                               calculate the real return on marketing investment
HOW CRM HELPS THE CUSTOMER SERVICE
MANAGER
   Helps reduce the amount of time spent on customer service administration thereby
    increasing the productivity of customer support representatives
   Monitors service performance against SLAs
   Extends customer service through 24x7 web self-service options
   Enables customer service staff to leverage the knowledge of colleagues through a
    centralised knowledge base
   Delivers a 360 degree view of customer information across front and back office systems
    for easier issue resolution and improved cross-selling opportunities
   Workflow automatically manages case allocation, progression and escalation; improving
    response times and ensuring no one „falls through the cracks‟
   Enables customer satisfaction measurement and benchmarking
   Dashboards deliver a unified view of all key customer service performance information in
    real time


                                                                            From Sage CRM
SOME SCREEN SHOTS
Who Sage CRM Works For

 Sage CRM works for Customer Service Professionals
• Enables them to
  monitor customer
  service performance in
  real time

• Helps them to reduce
  the amount of time
  spent on customer
  service administration

• Enables them to
  leverage the
  knowledge of their
                           Dashboards deliver a unified view of all key customer service
  colleagues               performance information

                                    Workflow automatically manages case allocation, progression and
                                    escalation

                                               Knowledgebase provides central repository for solutions that
                                               address common issues
HOW CRM HELPS THE BUSINESS OWNER
   Reports provide instant insight into business performance across multiple criteria
   Delivers the ability to “sanity check” forecast data with full drill-down to underlying
    details
   Enables easy insight into revenue/budget variance
   Enables real-time corporate performance management/insight at-a-glance through
    dashboards
   Improves responsiveness to critical business issues
   Improves sales forecast accuracy and pipeline management
   Marketing budget and return-on-investment can be monitored in real-time
   Drives revenue business efficiency and performance leading to increased revenue
    growth and profitability
   Leverages financial information from the front and back-office for a complete view of
    the business




                                           From Sage CRM
SOME SCREEN SHOTS
Who Sage CRM Works For
 Sage CRM works for Owner Managers, CEOs & Finance Staff

• Reports provide
  instant insight into
  sales performance
  across multiple criteria

• Ability to “sanity
  check” forecast data
  with full drill-down to
  underlying details

• Marketing budget and
  return-on-investment
  to date can be
                             Analyse sales performance across multiple criteria
  monitored in real-time
                                      Move from overview forecast data to detailed underlying information
                                      with ease

                                                 Combines actual campaign results with actual campaign costs to
                                                 quantify marketing performance
BENEFITS
Who Sage CRM Works For
Sage CRM works for Finance Staff too!
   Saves time and minimises mistakes by avoiding duplication of data entry
   Improves customer service by using a single point of reference for sales orders
   Receivable followup - Credit control and the sales team have access to the same financial
    information
   Ensures a fast response to significant events and routine tasks using alerts
Grappling with Social Media
Typical Challenges Encountered by our Customers
o   Playing catch-up; have not operationalized social media; no policy or governance
o   No owner
o   Not integrated with other marketing activities
o   Not integrated with customer contact records
o   Difficulty embracing wide range of blogs, communities, micro blogs, video podcasts etc
o   Difficulty separating value from noise
o   Measuring activity, not effectiveness

                                                           How CRM helps
                                                             Manage social activities centrally
                                                             Social feed aggregation from
                                                              Communities, blogs and other
                                                              sources
                                                             Contact enrichment with Linkedin
                                                             Track companies, contacts or
                                                              topics on Twitter
                                                             Tweets presented as feeds
                                                             Integrate Twitter into outbound
                                                              marketing campaigns
                                                             Add Tweets to contact records
                                                             Full audit trail
Performance Management & Analytics
Typical Challenges Encountered by our Customers
o   Viewed as administration / overhead
o   Multiple, disparate sources – finance, web analytics, E-Marketing, sales forecasts etc.
o   Days spent pulling information together
o   Tools are not intuitive
o   Rigid formats; not easy to edit
o   Historic snapshot
o   Not situational

                                                            How CRM helps
                                                              Fully situational – KPIs baked into
                                                               the workspace
                                                              Performance management in real-
                                                               time
                                                              Team and individual dashboards
                                                              Surface information and services
                                                               that are important to each individual
                                                              Can be fully personalized
                                                              Fully contextual - link dashboard
                                                               components; full drill down
                                                              Empowerment drives opt-in
                                                              Reporting Suite
Productivity & Automation Tools
Typical Challenges Encountered by our Customers
o   Disconnected customer information spread across applications, departments, users and devices
o   Spending too much time on administration
o   Collaborating across teams and departments is challenging
o   Difficulty remaining productive while out of the office
o   Time spent re-entering information from one system to the next
o   Process bottlenecks impacting on marketing performance



                                                         How CRM helps
                                                           360 degree view of customer and
                                                            prospect data across departments
                                                            and interactions
                                                           Mobile and Tablet support
                                                           Team collaboration tools
                                                           Graphical workflow orchestration
                                                           Maps integration
                                                           Task and calendar management
                                                           Exchange integration
HOW CAN SAGE CRM HELP U– FACE…..

 Facilitate – document storage/ in context to opp
Eg: Discount approval Excel sheet, brochure, quote
 Automate - Repetitive tasks through technology
Eg. New Year greetings mass email
 Cut – Non value added tasks
Eg: Travel time to office to submit daily sales report
 Enter data once / in central place
Eg: Analytical reports are easier to produce from raw
  data
HOW CAN SAGE CRM HELP U – FACE….CEO

 Contact Management – admin support for data
  entry
Eg. Visiting card scanning, project database upload
 Escalate   – track important time stamps
Eg: Closed sales – bid bond to be collected from
  customer, proposal submission to happen within 24hrs
  of demo
 Own Customer intelligence – don‟t lose accounts
  when you lose employees
Eg: New employee can take over accounts easily

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Sage crm introduction by Triad Software

  • 1. DRIVING YOUR BUSINESS FORWARD WITH SAGE CRM….. WITH SAGE CRM Feb 2013 Questions? Do email me at shobha@triadme.com Shobha Moni, Director and Founder
  • 2. AGENDA  What is CRM?  Common business issues faced by companies today  How CRM can help  Sales  Marketing  Lead Generation and Distribution  Customer Service  Business Owners and Finance team
  • 3. WHAT IS CRM? CRM is a business strategy designed to optimise profitability, revenue, and customer satisfaction Better In a more Delivered in At a lower Higher Value qualified More of them predictable less time cost opportunities way
  • 4. COMMON BUSINESS ISSUES FACED BY COMPANIES TODAY “I need a quick and easy way for me to see how the business is performing at any given time”BUSINESS “I want to “I need to be able “I need to OWNER maximise the to calculate the know what productivity of cost per lead the sales all my easily and pipeline employees” SALES accurately” MARKETING looks like quickly and MANAGER“It take me ages MANAGER “Marketing easily” to roll up all the campaigns are reps’ forecasts difficult to manage into a team and leads can go forecast for my missing” boss” “We don’t have an up “Sales forecasts to date log of all are difficult to communications with create and time- customers” “Our “I want to have consuming” “I sometimes spend processes SALES my whole morning access to the CUSTOMER are not same customer EXECUTIVE trying to figure out information the SERVICE automated so who I’m meant to front office has “I don’t want to be customer follow-up with and BACK OFFICE so I understand wasting time re- issues when” any customer entering the same sometimes issues when I information into fall through am chasing multiple places” the cracks” payments”
  • 5. CRM DELIVERS COMPETITIVE ADVANTAGE Multiple views of the Departmental Departmental Departmental customer Collaboration Customer Productivity Insight & Efficiency One dimensional insight Disparate Systems Single view of the customer 3600 insight Extended 360 degree Org-wide Enterprise Customer Productivity Collaboration Insight & Efficiency COMPETITIVE CRM ADVANTAGE CRM delivers a single view of the customer for better customer relationship management, delivering real competitive advantage
  • 6. Leveraging CRM for Transformative Change
  • 7. What is Sales / Marketing all about? $ Revenue Funnel Enablement through The Great Unwashed CRM Total population of touch points across all marketing First Interaction Campaign Management activities – offline and online First Pass Social Media Identifiable engagement – registration on Qualification website, attendance at Headline attribute(s) event, request for call, click- through on email Nurture Cycle E-Marketing identified in First Interaction used to disqualify based on geography, company size etc Orchestration of targeted, personalized and Performance Qualified Lead intelligent nurture program to generate „Suspects‟ from NN Management and IB Intent and timeframe for QSO Lead Capture & purchase – converted from Suspect to Lead Qualified against specific sales Forecasted criteria – product / service fit, budget and decision maker Management Opportunity Data Segmentation & Active sales opportunity committed to sales forecast with specific close probability Enrichment Process optimization Customer additions Revenue growth Database refinement Margin growth
  • 8. HOW CRM HELPS THE SALES EXECUTIVE  Dashboards deliver a unified view of all key sales information  Real-time pipeline management ensures focussed sales activity  Forecasts can be prepared and submitted in minutes  Increases visibility on customer interaction across departments  Reduces time spent on administration thereby increasing productivity  Automates quotation generation  Leverages financial information from the back-office system for accurate From Sage CRM pricing, quotes and orders  Empowers sales staff to sell more effectively  Enables sales staff to focus on the most important sales opportunities
  • 9. HOW CRM HELPS THE SALES MANAGER  Dashboards deliver sales management a unified view of all key sales information  Improves transparency in the sales pipeline  Real-time pipeline management ensures focussed sales activity  Enables quick and easy team forecast generation and improves sales forecast accuracy  Enables regular sales performance monitoring  Reduces opportunity slippage  Optimises sales resources against high- From Sage CRM potential opportunities  Maximises cross and up-sell opportunities  Empowers sales staff to sell more effectively  Enables sales staff to focus on the most important sales opportunities  Minimises sales administration and maximises sales staff productivity
  • 10. SOME SCREEN SHOTS Who Sage CRM Works For Sage CRM works for Sales Professionals • Empowers them to sell more effectively • Enables them to focus on the most important sales opportunities • Helps them to reduce the amount of time spent on sales administration Dashboards deliver a unified view of all key sales information Real-time pipeline management ensures focussed sales activity Forecasts can be prepared and submitted in minutes
  • 11. HOW CRM HELPS LEAD GENERATION Sage CRM works for Lead Generation and Distribution across dealers o Leads not captured or tracked effectively o Leads not followed up on-time; no SLA; no escalations o Lack of clear criteria for handover to sales o No way to enforce formalized lead qualification and grading criteria o Unstructured, subjective feedback on lead quality o Leads and opportunities are not associated back to their source or originating campaign o No mechanism for re-cycling How CRM helps  Web-to-lead capture with campaign landing zones  Full lifecycle management  Configurable lead qualification and scoring capabilities.  Rules-based, automatic allocation  Alerts and notifications  Lead-to-opportunity conversion workflow  Full audit trail and detailed KPIs around qualification, conversion and close
  • 12. HOW CRM HELPS THE MARKETING MANAGER  Empowers marketing staff to plan and execute highly effective campaigns  Enables highly targeted customer communications  Results in decreased cost-per-lead through automation  Delivers insight into the lifetime value of customers  Enables close alignment with the sales department and other key stakeholders  Enables market segmentation based on financial data from the back office  Enables marketing staff to target the right companies at the right time  Helps eliminate guesswork and optimise marketing resources  Delivers full campaign planning encompassing above-the-line and below-the-line activities as well as costs  Combines actual campaign results with actual campaign costs to calculate the real return on marketing investment From Sage CRM
  • 13. BENEFITS Sage CRM connects to online integrated Email Gateway for bulk emails o Standalone activity – divorced from data and other marketing activities o Manually intensive o One-size-fits-all mass email; limited personalization o Not intelligent o High bounce rates o Oversaturation o Difficulty accommodating compliancy requirements How CRM helps  Full integrated within CRM  Set and forget  WYSIWYG template editor  Intelligent nurture streams  Automatic generation of lists based on responses  Supports mass personalization  Powerful template editor  Real-time performance management  Advanced Spam checking  Enforces compliancy requirements and reporting
  • 14. SOME SCREEN SHOTS Who Sage CRM Works For Sage CRM works for Marketing Professionals • Empowers them to plan and execute highly effective campaigns • Enables them to target the right companies at the right time • Helps them to eliminate guesswork and optimise marketing resources Full campaign planning encompassing above-the-line and below-the-line activities as well as costs Define highly targeted marketing lists across multiple criteria Combines actual campaign results with actual campaign costs to calculate the real return on marketing investment
  • 15. HOW CRM HELPS THE CUSTOMER SERVICE MANAGER  Helps reduce the amount of time spent on customer service administration thereby increasing the productivity of customer support representatives  Monitors service performance against SLAs  Extends customer service through 24x7 web self-service options  Enables customer service staff to leverage the knowledge of colleagues through a centralised knowledge base  Delivers a 360 degree view of customer information across front and back office systems for easier issue resolution and improved cross-selling opportunities  Workflow automatically manages case allocation, progression and escalation; improving response times and ensuring no one „falls through the cracks‟  Enables customer satisfaction measurement and benchmarking  Dashboards deliver a unified view of all key customer service performance information in real time From Sage CRM
  • 16. SOME SCREEN SHOTS Who Sage CRM Works For Sage CRM works for Customer Service Professionals • Enables them to monitor customer service performance in real time • Helps them to reduce the amount of time spent on customer service administration • Enables them to leverage the knowledge of their Dashboards deliver a unified view of all key customer service colleagues performance information Workflow automatically manages case allocation, progression and escalation Knowledgebase provides central repository for solutions that address common issues
  • 17. HOW CRM HELPS THE BUSINESS OWNER  Reports provide instant insight into business performance across multiple criteria  Delivers the ability to “sanity check” forecast data with full drill-down to underlying details  Enables easy insight into revenue/budget variance  Enables real-time corporate performance management/insight at-a-glance through dashboards  Improves responsiveness to critical business issues  Improves sales forecast accuracy and pipeline management  Marketing budget and return-on-investment can be monitored in real-time  Drives revenue business efficiency and performance leading to increased revenue growth and profitability  Leverages financial information from the front and back-office for a complete view of the business From Sage CRM
  • 18. SOME SCREEN SHOTS Who Sage CRM Works For Sage CRM works for Owner Managers, CEOs & Finance Staff • Reports provide instant insight into sales performance across multiple criteria • Ability to “sanity check” forecast data with full drill-down to underlying details • Marketing budget and return-on-investment to date can be Analyse sales performance across multiple criteria monitored in real-time Move from overview forecast data to detailed underlying information with ease Combines actual campaign results with actual campaign costs to quantify marketing performance
  • 19. BENEFITS Who Sage CRM Works For Sage CRM works for Finance Staff too!  Saves time and minimises mistakes by avoiding duplication of data entry  Improves customer service by using a single point of reference for sales orders  Receivable followup - Credit control and the sales team have access to the same financial information  Ensures a fast response to significant events and routine tasks using alerts
  • 20. Grappling with Social Media Typical Challenges Encountered by our Customers o Playing catch-up; have not operationalized social media; no policy or governance o No owner o Not integrated with other marketing activities o Not integrated with customer contact records o Difficulty embracing wide range of blogs, communities, micro blogs, video podcasts etc o Difficulty separating value from noise o Measuring activity, not effectiveness How CRM helps  Manage social activities centrally  Social feed aggregation from Communities, blogs and other sources  Contact enrichment with Linkedin  Track companies, contacts or topics on Twitter  Tweets presented as feeds  Integrate Twitter into outbound marketing campaigns  Add Tweets to contact records  Full audit trail
  • 21. Performance Management & Analytics Typical Challenges Encountered by our Customers o Viewed as administration / overhead o Multiple, disparate sources – finance, web analytics, E-Marketing, sales forecasts etc. o Days spent pulling information together o Tools are not intuitive o Rigid formats; not easy to edit o Historic snapshot o Not situational How CRM helps  Fully situational – KPIs baked into the workspace  Performance management in real- time  Team and individual dashboards  Surface information and services that are important to each individual  Can be fully personalized  Fully contextual - link dashboard components; full drill down  Empowerment drives opt-in  Reporting Suite
  • 22. Productivity & Automation Tools Typical Challenges Encountered by our Customers o Disconnected customer information spread across applications, departments, users and devices o Spending too much time on administration o Collaborating across teams and departments is challenging o Difficulty remaining productive while out of the office o Time spent re-entering information from one system to the next o Process bottlenecks impacting on marketing performance How CRM helps  360 degree view of customer and prospect data across departments and interactions  Mobile and Tablet support  Team collaboration tools  Graphical workflow orchestration  Maps integration  Task and calendar management  Exchange integration
  • 23. HOW CAN SAGE CRM HELP U– FACE…..  Facilitate – document storage/ in context to opp Eg: Discount approval Excel sheet, brochure, quote  Automate - Repetitive tasks through technology Eg. New Year greetings mass email  Cut – Non value added tasks Eg: Travel time to office to submit daily sales report  Enter data once / in central place Eg: Analytical reports are easier to produce from raw data
  • 24. HOW CAN SAGE CRM HELP U – FACE….CEO  Contact Management – admin support for data entry Eg. Visiting card scanning, project database upload  Escalate – track important time stamps Eg: Closed sales – bid bond to be collected from customer, proposal submission to happen within 24hrs of demo  Own Customer intelligence – don‟t lose accounts when you lose employees Eg: New employee can take over accounts easily