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Why CRM Strategy?
“70% of CRM initiatives fail” – Cap Gemini Ernst & Young
“90% of enterprises cannot show a positive return on
CRM” – META Group
“75% of CRM initiatives fail to substantially impact the
customer experience” – Gartner
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Salesforce
Microsoft
Dynamics
SugarCRM Zoho Vtiger
Price
(user/month)
$65 $44 $35 $12 $12
Editions
Various
packages
Standard
package
Various
package (free)
Various
package (free
3 users)
Standard &
free
Type Proprietary Proprietary Proprietary Open Source Open Source
Functional
Advantages
Variety of tool,
outbound
marketing
Integration
with MS tools
Social CRM,
3rd party
tools, self-
host
Price, simple
features &
language
Price & simple
features
Hosting Cloud based
Cloud based
& self-host
Cloud based
& self-host Cloud based
Cloud based
& self-host
Limitations Cost
Browser &
operating
system
Min 5 users Simplictic
Development
of features
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Integrating CRM in Your
Business
• CRM strategy and process
• Tools that apply to your business
• Lead from the front
• Get a good CRM experience
• Have good technical support
• Look out for best practice (articles, seminars,
webinars)
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3 Disciplines
Discipline 1: Information Storage
– Database capable of important information about your
potential and current customers
Discipline 2: The Right Information
– Your CRM system is for any information that adds value
to the customer relationship
Discipline 3: CRM is a habit
– Make your CRM system a central part of your business
to get tremendous value from it