Looking at getting a CRM for your business? This presentation illustrates the CRM features that all businesses must have. Your Customer Database is at the heart of your business or in fact, of any business. A Customer Relationship Management (CRM) App helps you to store, organise and manage the information about your customers.

1. The CRM Features that all
businesses must have
Darry West

2. Benefits of CRM (Customer Relationship
Management)
Efficiency.
Collaboration. Information is shared between employees.
Data.
Improved customer experience.
Organise and keep up to date your customers’ information
Analyse and understand your customer relations throughout the buying process

3. Core CRM Features
Company and Contact
information.
Opportunities / Leads.
Reporting - Insights into
your business.
Marketing - Email
campaigns /
Telemarketing.
Integrates with email marketing platforms
like Mailchimp, Constant Contact, Aweber, ...

4. Extended CRM Features
Quoting / Invoicing
Inventory / Stock
Project Management
CRM is encroaching on the ERP (Enterprise Resource Planning)
space, such as automation, financials, supply chain, and the
manufacturing process.

5. Key CRM Feature – 1. Customisation
Businesses are
different – Make the
CRM conform to the
business, not the other
way round.
Businesses will change
– Is the CRM going to
stay relevant?

6. Key CRM Feature – 2. Interaction with
other business applications and
processes
Accounting Systems, MYOB /
Reckon / Quickbooks / Xero.
Bulk Hosted Email Provider, eg,
Campaign Monitor.
Website – webforms, shopping cart.
Importing from Excel – important
for initial installation.
Dashboard.
Mobile Phone.

7. Key CRM Feature – 2. Interaction with
other business applications and
processes (continued)
Outlook.
Phone system.
Information integrates with Outlook
The CRM recognises when the customer calls & automatically
brings up the customer information.

8. Key CRM Feature – 3. Automation
Actions when data
changes.
Webform actions.
Reporting.
Great for KPIs – sales targets, how many calls, sales conversions, etc

9. Other Features
Rich feature set – even if you don’t use them today. Is there an
upgrade path?
Relevant to the business – Australian environment.
Support – a MUST have.

10. KEY NOTES
WHY EMAIL MARKETING
Email marketing beats just about everything for return on investment. (emarketer.com).
At the heart of any email marketing campaign is a robust customer relationship management (CRM) platform. There are many
CRMs on the market and many are now cloud based. But what essential features should businesses look for with CRMs.
BENEFITS OF HAVING A CRM
A CRM allows you to:
• organise and keep up to date your customers’ information;
• enhance collaboration and information sharing between employees;
• analyse and understand your customer relations throughout the buying process
• resulting in a more improved customer experience.
CORE CRM FEATURES
These are the core features that every CRM must have regardless which one you decide to use.
• Contact and Company Information. Most basic but yet most valuable information about each and every one of your
customers and their history.
• Opportunities / Leads. Enables you to record your customer interactions and establish opportunities along the buying
process and beyond.
• Reporting – Insights To Your Business.
• Marketing – Email Campaigns / Telemarketing built in / integration.

11. KEY CRM FEATURES
• Customisation
• Interaction with other Business Applications
• Automation
• Upgrade Path
• Australian Environment
• Support
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12. THANK YOU
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