CRM for Manufacturing: The Key to Customer Loyalty & GrowthCRM for Manufacturing: The Key to Customer Loyalty & Growth

Confidential Information

#MaxCRMmanufacturing

Maximizer Software Fast FactsMaximizer Software Fast Facts

CRM leader since 1987 CRM provider for Small and Medium Businesses

(SMBs), divisions of Large Enterprises Global Offices

North America – Vancouver, BC (Headquarters) EMEA – UK, South Africa Asia Pacific – Australia, Hong Kong

Network of business partners worldwide Over 120,000 customers Over one million licenses sold

AgendaAgenda

Customer Loyalty

Market Dynamics –Manufacturing

The Test of an Effective CRM system

Needs of Key Groups

Frontline

Manager

Senior Leadership

Partners

Closing Remarks

Loyalty is Good BusinessLoyalty is Good Business

“A 5% improvement in customer retention will yield a 25-30% increase in profitability across a variety of industries”

- Frederch Reichheld, The Loyalty Effect , 1996

Customer Loyalty Customer Loyalty

Loyalty

The degree to which consumers prefer and continue to purchase the same brand within a product or service category. Brand loyalty results in improved sales volume and the ability to charge a premium price.

Manufacturing Market DynamicsManufacturing Market Dynamics “Prodice” – no products are really standalone –

combination of a product and service offering

Specifications – part of a greater process

Longer sales cycles

Scale and scope – RFP & RFI

Greater emphasis placed on relationships – supply chain – integration – inputs

Competitive – new technologies or systems coming to market – global economy – information from the frontline becomes critical

Multiple touchpoints the customer – salesperson, service group, financial

Sales and Service – The TeamSales and Service – The Team

Front Line Staff Sales and Customer Care

Managers Execution & Performance Data

Senior Executives & Owners

Strategy & Business Information

Partners Resources & Collaboration

Front Line Sales & Service Staff Front Line Sales & Service Staff

Sales reps, customer service, project managers, partner managers

Needs: Track Calls Track email Access client history Manage projects Organize day and tasks

Front Line Staff – Organize Day & TasksFront Line Staff – Organize Day & Tasks

One-click:

• Save Email toMaximizer record

• Create new Maximizer record

Outlook Integration

Customer Service Case ManagementCustomer Service Case Management

Customer Service Case Management:

• Manage & track post-sales issues

• Link to customer record

• Analyze service issues

Template Email Follow-upsTemplate Email Follow-ups

Conditional Color HighlightingConditional Color Highlighting

TEAM Action Plans TEAM Action Plans

PartnersPartners

ManagersManagers

Sales Department, Customer Service, Project Managers, Account Managers

Needs: Manage staff schedules and time Sales Managers – Lead Follow-up Sales & Service Managers – address problems

and exceptions Provide company leadership with

information/updates on progress.

Managers – Manage Staff TimeManagers – Manage Staff Time

Assign Tasks – Email, Phone, AppointmentsAssign Tasks – Email, Phone, Appointments

Alert Email:• Leads not

followed-up

• Lead details• Sales rep assigned• Date lead entered• # of days since

follow-up

Email Alerts

Sales ProcessSales Process

1) Initial Contact

2) Need identification

3) Qualified prospect

4) Proposal

5) Negotiation

6) Closing

7) Deal Transaction = $

Sales Cycle Management & ForecastingSales Cycle Management & Forecasting

Sales Opportunity Management:

• Manage pipeline

• Implement stages & processes

• Forecast date, deal size, products

Improved Reporting with One ClickImproved Reporting with One Click

Senior LeadershipSenior Leadership

Aggregated information – snapshots

Real-time

Ability to gets details on the problem

‘Just in time’ notification

Access ‘where’ and ‘when’ they need

Senior Executives - ‘Health of the Business’ - At a Glance Senior Executives - ‘Health of the Business’ - At a Glance

Sales Monitoring AlertsSales Monitoring AlertsAlert – Sales Opportunity Monitoring 

Opportunity ID: 1009 Sales Objective: X Product Sale

Company: ABC Manufacturing

Contact: Smith, John

Sales Leader: Willie Closit

Sales Team: International

Opportunity categories: X Manufacturer

Opportunity products/services: Widget Y

Note: Wants quote for 30 Widgets and Installation package

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‘Willie Closit’ updated the following fields:

'Probability Closing' has been changed from 50% to 75%.

 

Summary Summary The ‘customer experience’ from initial contact to

product installation to post purchase service can be

a true differentiator vs. your competition.

Maximizer CRM, with a variety of sales and service

tools and capabilities to be used to engender loyalty

Accountability at all levels can improve performance.

Competitive advantage can be gained with just one

or two features or benefits that you deliver

But it isn’t about us…..But it isn’t about us…..

An invitation to a conversation…..about you and your business.

Email: sales@maximizer.com

Phone: 1-800-804-6299

Contact your Account Manager