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1. CRM Planning And
Implementation - Procedures
And Practices
Your Company Name

2. Agenda
www.company.com
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Agenda
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Agenda
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Agenda
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Agenda
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Agenda
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Agenda
2

3. Importance Of Customer Initiatives
www.company.com
3
2017 2018 2019 2020 2021 2022
Participate in global village
Reach the customer
Enhance executive decision making
Enhance products & services
Leverage investments
Reduce costs
remain in
business
increase
revenue
optimize
resources &
minimize costs
customer
initiatives
decision
support
initiatives
operational
initiatives
financial
initiatives

4. Customer is the Focus
www.company.com
4
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Process
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People
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Strategy
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Structure
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audience's attention.
Systems
Customer

5. Core Vs Extended Customer Service
www.company.com
5
0
10
20
30
40
50
60
70
80
90
100
Core Service Satisfies Caring Service Delights
Customer
Expectation
Perceived
Value
Customer
Expectation
Perceived
Value
Out Standing A
Exceeds Expectations B
Satisfactory C
Unsatisfactory D
Failing F

6. Customer Perceived Value
www.company.com
6
Total Customer Cost
• Monetary Cost
• Time Cost
• Energy Cost
• Psychological Cost
Customer
Perceived
Value
Total Customer Benefit
• Product Benefit
• Services Benefit
• Personnel Benefit
• Image Benefit

7. Customer Interactions
CHANNELS
CUSTOMER
CHANNELS
Service’s Customer Understanding And Analysis
Service’s Long –Team Customer Relationship
Service’s Transactions
TRANSACTION
Emphasis on
Customer Transaction
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8. Transaction Vs Relationship Marketing
www.company.com
8
RELATIONSHIP02.
Ongoing
Managing People
Individual Communication
Customer Share
Profitability Of Longevity
Customer Share Equity
TRANSACTION01.
One-Time
Managing Brands
Mass Communication
Market Share
Profitability Of Transaction
Brand Equity

9. Why Customers Move Away
www.company.com
9
52%
6%
10%
15%
20%
52%
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Perceived Indifference
6%
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Miscellaneous
10%
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New Associations
15%
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Completion
20%
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Product Dissatisfaction

10. Economics of Customer Retention
www.company.com
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10
Cost of Retaining Current
Customer
Cost of Acquiring New
Customer
Cost of Retaining Current
Customer
2X
15-30X
50-100X

11. CRM Model
www.company.com
11
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Acquire
Customers And
Prospective
Customer
Deliver
Increased Value
To Customer
Retain
Valuable
Customers
Understand
Customers’
Needs
Differentiate
Based On
Customer Needs,
Characterist-ics
And Behaviors
Develop Products,
Services,
Channels To Meet
Customers Needs
Interact With
Customers And
Prospective
Customer
Customize
By Customer
Segment

12. Customer Lifecycle Management
www.company.com
01 02
0304
CRM
Customer Retention And
Referrals For New Customers
Customer Need Assessment
And Acquisition
Customer Development
Through Personalization And
Customization
Customer Equity Leverage
Through Cross Selling , And
Up Selling,
12

13. Stages of CRM
www.company.com
13
Enhancing The
Customer Experience
Marketing
More Effectively
Analyzing
Customer Behavior
Accessing
Information
Storing
Information
Collecting
Information
Stage 01 Stage 02 Stage 03 Stage 04 Stage 05 Stage 06

14. CRM Components
www.company.com
Staff
Customer
Customer
Interaction
Center
Self- Serve
Channels
Customer
Sales
Customer
Marketing
Customer
Field Service
Customer
Service
Customer
Analysis &
Reporting
14
Various
System

15. Process of E-CRM
www.company.com
Customer
Database
Workflow
AnalysisCustomer
History
Customer knowledge
Quality of Service
Customer Retention
Process Optimization
Campaign
Management
Indicators
Segmentation Targeting
Actions &
Alarms
Management
Customer
Satisfaction
Multi-Channel
Service Request
Management
Satisfaction
Inquiry
Mobile Client SFA
Sales Document
Generation
Planning
Prospects Management
& Sales Action
Sales Administration
Customer
Support
Sales
Department
Marketing
Department
Call
Center
Customers
Phone
Mail
E-mail
Fax
Web Visit
15

16. CRM Process
CRM
Customer Relationship
Management
Marketing
Prospecting Web
Qualify
Design Engineer
Specify
Propose Quote
Collections Receivables
Deliver on
Expectations
Define
Expectations
Close Order
Process
Negotiate
Support
www.company.com
16

17. Basic CRM and Enhanced CRM
www.company.com
17
Support
Lead
Prospect
Quality
Repurchase
Service Delivery
Order
Quote
Meet
Get Quote
@

18. CRM Capabilities
www.company.com
18
• Manage cases
• Conduct trainings
• Provide service
• Develop knowledge
base.
• Deliver products
• Produce invoices
• Run campaigns
• Generate leads
• Form a database
• Assign leads
• Qualify leads
• Convert leads
• Track opportunities
Support Orders
Marketing Sales

19. CRM Dashboard (Pipeline By Sales Stage)
www.company.com
01
02
03
04
05
$24,070,000,00
$11,830,000,00
$18,030,000,00
$7,090,000,00
$36,020,000,00Total
Quality
Develop
Propose
Close
19

20. CRM Dashboard (Actual Vs. Target Revenue)
www.company.com
20
$470.0
$1.0 $700.0
$351.0
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Actual Target

21. Coffee Break
Let’s Have a Break, We'll
Come Back After 15
Minutes

22. CRM Dashboard (Opportunity By Rating)
www.company.com
22
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18
32
45
0
10
20
30
40
50
Cold Hot Warm
CountallOpportunity
Rating
Open Opportunity

23. CRM Dashboard (Current Lead Status)
www.company.com
0 5 10 15 20 25
Jonson Carol
John Clark
Tony John
Peter Smith
Tom Parker
Carol Doe
New Assigned In process Converted Recycled
23

24. CRM Dashboard (Leads By Source)
www.company.com
24
25%
15%
10%
50%
Advertisement
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Email campaign
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audience's attention.
Online site
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audience's attention.
Exhibition
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attention.

25. CRM Dashboard (Deals By Expected Close Date)
www.company.com
25
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audience's attention.
0
3
6
9
12
15
18
21
24
Jul Aug Sep
45%
35%
12%
Deals by Expected Close Date

26. CRM Dashboard (Lead Acquisition & Deal Acquisition)
www.company.com
26
60 Day 90 Day30 Day
20
Touched Leads
40%
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Lead Acquisition
60 Day 90 Day30 Day
40
New Deals
80%
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Deal Acquisition

27. 0
10
20
30
40
50
60
70
80
90
100
Customer 1 Customer 2 Customer 3 Customer 4 Customer 5 Customer 6 Customer 7 Customer 8 Customer 9 Customer 10
Our Top Customers
CRM Dashboard (Top Customers)
www.company.com
27

28. CRM Dashboard Template
www.company.com
28
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Open Tickets 15% Closed Tickets 10%
New Clients 25%New Orders 50%
2%
4%
3%
7%
4%
6%
9%
0
1
2
3
4
5
6
7
8
9
10
Sun Mon Tue Wed Thu Fri Sat
Week Income

29. CRM Dashboard (KPIs)
www.company.com
29
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Active SubscribersRevenue
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Acquisition
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55%25%
15%
5%
Subscriber 1 Subscriber 2
Subscriber 3 Subscriber 4
0
10
20
30
40
50
60
70
80
90
100
11-Aug 12-Aug 13-Aug 14-Aug
2015 2016 2017
K
K
K
K
K
K
K
K
K
K
K
0
10
20
30
40
50
60
70
80
90
100
Week 1 Week 2 Week 3 Week 4 Week 5 Week 6
2015 2016 2017

30. CRM (Sales Rep Dashboard)
www.company.com
30
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80%
20%
80-Proposal 20-Negotiation
Opportunities Est. Close Next 25 Days
0 2 4 6 8
1
2
3
4
Actual vs Goal
Sum(Actual Money) ($)
Sum(Target Money) ($)
5-Negotiation
4-Proposal
1-Identity
2-Qualification
3-Develop
01
02
03
04
05
65
58
47
35
20
Opp Duration by Pipeline

31. CRM Dashboard (Project Management)
www.company.com
31
Total Projects
10
Projects on Hold
20
Overdue Projects
30
Available Resources
40%
Schedule
50
Project Types
10%
40%
25%
15%
10%
Crime Horror Adventure Fact Children's Books
Project
Types
Project Types
40%
25%
20%
10%
5%
Xlarge Large Medium Small Xsmall
Project
Size
Project Size

32. CRM Dashboard (Sales Dashboard Template)
www.company.com
32
$0.00
$1.00
$2.00
$3.00
$4.00
$5.00
$6.00
$7.00
$8.00
$9.00
$10.00
Q 1 Q 2 Q 3 Q 4
Product A Product B
Product C Product D
$0.00
$1.00
$2.00
$3.00
$4.00
$5.00
$6.00
$7.00
$8.00
Product A Product B Product C Product D Product E
Revenue Profit Quantity
0% 50% 100%
Lost
Converted
Open
Jeff Smith Peter Clark John Daniel
65%
25%
10%
Peter Clark
Jeff Smith
John Daniel
Total lead
ownership
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Sales by product
march 2017
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Lead owner
breakdown
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Month over month
closing trend
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33. CRM Dashboard (This Year Sales Vs. Last Year Sales)
www.company.com
33
Sales Given in Fiscal Month
$0
$10
$20
$30
$40
$50
$60
$70
$80
$90
$100
Jan Feb Mar Apr May Jun Jul Aug
This Year Sales Last Year Sales
K
K
K
K
K
K
K
K
K
K
K

34. CRM (Marketing Dashboard
www.company.com
34
Leads This Week (Query)
Target (50)
0
25
50
75
100
60%
Leads Per Week
$0
$10
$20
$30
$40
$50
$60
$70
$80
$90
$100
1 Week 2 Week 3 Week 4 Week

35. CRM Dashboard (Intranet Dashboard)
www.company.com
35
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Country
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Page views
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Events Count
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Page views
2015 2016 2017
40k
30k
20k
10k
0k
0
2
4
6
8
10
2015 2016 2017
Country 1 Country 2 Country 3
2015
2016
2017
0k 20k 30k
4/2015
7/2016
1/2017
30%
20%
50%

36. Bar Chart
www.company.com
36

37. Clustered Bar
www.company.com
(In Percentage)
45
26
64
25
52
54
35
12
78
54
20
71
0 10 20 30 40 50 60 70 80 90 100
Q1
Q2
Q3
Q4
Unit Count
Product A Product B Product C
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37

38. 100% Stacked Bar
www.company.com
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0 10 20 30 40 50 60 70 80 90 100
Q1
Q2
Q3
Q4
Unit Count
Product A Product B
(In Percentage)
38

39. Pie
www.company.com
18%
14%
25%
43%
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audience's attention.
Product 01
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Product 02
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Product 03
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Product 04
39

40. Area Stacked
www.company.com
0
5
10
15
20
25
30
35
40
45
50
DecNovOctSepAugJulJunMayAprMarFebJan
Product A Product B
Year(2017)
Profit(InPercentage)
40

41. Scatter With Smooth Lines And Markers
www.company.com
0
10
20
30
40
50
60
70
80
90
100
0 10 20 30 40 50 60
Profit(InThousands)
Dollar(In Billions)
85
41

42. Scatter Chart
www.company.com
20
60
30
38
70
85
65
55
10
20
30
40
50
60
70
80
90
100
10 20 30 40 50
In Percentage
Profit(InSales)
42

43. Stacked Column
www.company.com
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9
15 18 20 21 22 25
30
34
10
15
17
23
26
31
34
37
40
5
15
25
35
45
55
65
FY 01 FY 02 FY 03 FY 04 FY 05 FY 06 FY 07 FY 08 FY 09
Product A Product B
Profit(Milliondollars)
43

44. Stacked Line Chart
www.company.com
75
0
10
20
30
40
50
60
70
80
2010 2011 2012 2013 2014 2015 2016 2017
Profit(InDollar) Product A Product B
44

45. Stacked Line
www.company.com
45
0
10
20
30
40
50
60
70
80
90
100
2014 2015 2016 2017
Profit(InThousands)
Product A Product B

46. Combo Chart
www.company.com
0
10
20
30
40
50
60
70
80
90
100
2014 2015 2016 2017
Product A Product B Product C
Profit(InThousand)
46

47. Additional
Slides
www.company.com
47

48. www.company.com
48
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Our
Mission

49. Meet Our Team
www.company.com
49
Name Here
Designation
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Designation
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Designation
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50. www.company.com
50
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About
Us

51. Comparison
www.company.com
51
40%
T h i s s l i d e i s 1 0 0 %
e d i t a b l e . A d a p t i t t o y o u r
n e e d s a n d c a p t u r e y o u r
a u d i e n c e ' s a t t e n t i o n .
Male
60%
T h i s s l i d e i s 1 0 0 %
e d i t a b l e . A d a p t i t t o y o u r
n e e d s a n d c a p t u r e y o u r
a u d i e n c e ' s a t t e n t i o n .
Female

52. Minimum
T h i s s l i d e i s 1 0 0 % e d i t a b l e .
Medium
T h i s s l i d e i s 1 0 0 % e d i t a b l e .
Maximum
T h i s s l i d e i s 1 0 0 % e d i t a b l e .
www.company.com
52
45%
75%
95%
Financial

53. Quotes
www.company.com
53
The only way to
do great work,
is to love what
you do.
- Steve Jobs

54. Dashboard
www.company.com
54
0
25
50
75
100
Medium
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Low
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High
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55. Location
www.company.com
55
North
America
50%
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10%
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25%
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15%
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Asia
Australia
Latin
America

56. Timeline
www.company.com
56
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2014
2017
2016
2015

57. Post It Notes
www.company.com
57
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01 02 03 04

58. Newspaper
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NEWSPAPER
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59. Puzzle
www.company.com
59
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01
0203
04

60. Target
www.company.com
60
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61. Circular
www.company.com
61
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62. Venn
www.company.com
62
03
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04
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02
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01
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63. Lego
www.company.com
63
04
03
02
01
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64. Matrix
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64
HighLow
HighLow
Question
Mark
Dog
Star
Cash
Cow
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65. 65
Mind Map
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01.
02.
03.

66. Hierarchy
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66
Marry Carol
Sales & Marketing
Jena Doe
Graphic Designer
Peter Clark
CEO
Jeff Smith
Manager

67. Bulb
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67
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Product A
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Product B
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Product C

68. www.company.com
68
Magnifying
Glass
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01.
02.
03.

69. Funnel
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69
01
02
03
04
05
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70. www.company.com
70
Thank
you
Address
# street number, city, state
Email Address:
emailaddress@123.com
Contact Numbers:
0123456789