Engage in an over-arching discussion about how CRM can solve your organizational business challenges and demonstrate winning results. By illustrating the wide range of features available in CRM, join the team at BAASS, as we explore the benefit of installing cross functional CRM beyond ERP and contact management. Share your thoughts and ideas in an “around- the-room” open table discussion to help us quantify the relevant CRM requirements for your business.

1. CRM Beyond Sales and Marketing
Presented By: David Beard
CRM Principal at Sage
Zainab Salihi
CRM Practice Leader at BAASS

2. Why CRM?
Customer Relationship
Management (CRM) is a set of
strategies and processes
designed to manage customer
relationships.
It involves acquiring and
developing knowledge about
your customers and using this
information to improve customer
satisfaction and retention.

3. Why CRM now?
CRM is now a “must have”
–For many companies IT-enabled
marketing, sales, and customer
service is a source of competitive
advantage

4. Why CRM now?
Optimize Marketing Spend
and Maximize ROI
Increase Sales Productivity
Improve Sales Opportunities
and Increase Close Rates
Enhances Customer Experience and
Deliver Excellent Service
Reduce Costs by Automating Processes and
Delivering Better Service

5. What are your business challenges?

6. A Typical Organization
VP Sales
Salesperson
Operations
Increase
Revenue
Hit my quota
Increase
Productivity
Mobile &
accessible from Streamline
Operations
anywhere
Reduce costs
Simplify the
sales process
Easy to Use
Improve
Customer
Service
IT
Finance
Integrates
seamlessly with
existing systems
Fits in the
Budget
Ability to scale up
and customize if
needed
Reduce costs
CEO
Grow the
Business
Measurable ROI Improve Service
Monitor metrics

7. What Marketing Wants…
“I need to be able to calculate the cost per
lead or click easily and accurately.”
The Business
“I want to optimize my
marketing spend by reaching
out to as many prospects as
possible, especially through
social networks.”
“I’d like to improve the quality of the
campaigns and increase sales leads.”

8. What Marketing Can Have
Target the right companies with
highly focused campaigns
across multiple criteria
Calculate Real Return on
investment on campaigns
Plan & execute campaigns with
sales for Higher Quality leads

9. What Sales Wants…
“I need to know what my sales pipeline
looks like and identify immediate
opportunities to close.”
The Business
“I need to check on my team’s
performance and customer
interactions every day.”
“It take me a while to roll up all the
line-of-business forecasts and I just
want to do it once.”

10. What Sales Can Have…
Track and Monitor sales performance with a
customizable dashboard view
Identify opportunities, revenue/budget
variance, and assess forecast accuracy and
product performance
Generate powerful analytics reports
including win/loss, forecasts, performance
metrics and more

11. What Support Want …
The Business
“Sometimes it is hard to service
customers because we don’t have a
documented history of their previous
calls.”
“We want to give great service
but we lack actionable real time
information.”
“Our processes are not automated so
cases sometimes are not fully
resolved.”

12. What Support can have …
– Monitor customer interactions
with full visibility of service
cases, updates and more
– Ensure complete case
resolution with workflow from
creation to resolution
– Increase call resolution and
Improve quality of service with
access to real-time information

13. Beyond Sales & Marketing
User
CRM Brings it All Together
Information in Disparate Locations Throughout the Company

14. The Sage CRM Enabler

15. Across your whole company
Marketing
Generate more leads
through highly targeted
campaigns.
Sales
The only place you’ll need to
look for everything you need
to know about prospects and
customers.
Customer Service
Manage every element of
your customer relationships
with ease.
Award winning Sage CRM feature-rich software
to help you every step of the way

16. Marketing Automation
• Powerful e-marketing capabilities
• Rapid lead-to-opportunity
management
• Customer profile and analysis
• Integrated telesales follow-up
• Integrated attention grabbing
marketing templates
• Over-arching campaign
management

17. Sales Automation
• Opportunities, Leads and Sales
Pipeline Management
• Forecasting and Reporting
• Quotes and Orders Processing
• Sales Workflow
• Access anywhere, anytime

18. Service Automation
•
•
•
•
•
Case Management
Escalation and notification alerts
Workflow approval process
Knowledge base
Self-service web portal for customers

19. Reporting automation
• Customizable interactive dashboard
• Enhanced graphical reporting charts
with interaction & drill-down
• Extensive suite of standard report
categories right of the box
• Fully customizable reports to fit
specific needs

20. Automating Technology
• Support multi browser
(IE, Chrome, Firefox)
• Powerful MS Exchange integration
with easy point-and-click deployment
• Integrates with Twitter and LinkedIn
• Access information from anywhere

21. The Sage CRM Enabler
Builds on 30+ years of SMB heritage to deliver
a CRM solution that is optimized to the needs of SMBs.
For 15,000 customers, 250k users , 70 countries
Easy to use and customize to adapt to your business

22. The Sage CRM Enabler
Informative People
Effective Processes
Invaluable Technology
Increased Productivity
Satisfied Customers
Reduced Costs

23. How is CRM used beyond Sales &
Marketing?

24. CRM for Land Management

25. CRM for Project & Job Tracking

26. CRM for Time, Billing, and Expense Tracking

27. CRM for Shipping Opportunity Tracking

28. CRM for Event Management

29. CRM for Project Management with
Advanced Workflow

30. CRM for Site/Property Management

31. CRM Self Serve Customer Service Portal

32. CRM for Course Management

33. Summary
CRM can be used to solve many
UNIQUE business challenges

34. For companies like you …
Automotive
Technology/
Software
Services/
Retail
Membership
Organisations
Health/Sport
/Leisure

35. That gain measurable success …
“60% efficiency gains have been achieved across the entire business”.
Ayda Hornak, Infrastructure and Innovation Manager, Waivestar Group
“…within three to four months of implementing the new system, we were able to
achieve fifty per cent growth in the business.”
Steve Cumper, Founder, Medshop
ROI on the new system was achieved within 17 months. “Overcoming the account
keeping overhead linked with duplication has saved us $55k per year in audit activity.”
Ian Lindgren, Chief Executive Officer, PayMe
“The software can take some credit for an 8 per cent improvement in customer
satisfaction ratings as well as revenue growth.”
Chakri Wicharn, Information Manager, Fuji Xerox, Thailand

36. Companies like you
with BAASS

37. Thank you!
Talk to your Account Manager,
email or visit our booth for more
information

38. CRM Beyond Sales and Marketing
Presented By: David Beard
CRM Principal at Sage
David.Beard@sage.com
Zainab Salihi
CRM Practice Leader at BAASS
zainab@baass.com