Second CRM OYB Workshop

© 2014 Soft Solvers Solutions. All Rights Reserved.

Cloud CRM Solution for Small Businesses

Second CRM Organise Your Business Workshop Session-I, June 2014


Agenda

Customer Relationship Management

Introduction

What is CRM?

What CRM can Do for me?

Summary and Q & A


Boosted win rates by 27%

Improved sales revenue by 34%

Increased lead volume by 52%

Cut service and support costs by 23%

* Note: Figures based on a survey of 3,254 customers, by independent research firm MarketTools Inc,

that uses On Demand CRM Solutions.

Without any Capital Investment

Without hiring any New Staff

Organise AND Improve What is Business Improvement


Introduction Second CRM – Cloud CRM Solution for Small Businesses

SoftSolvers – MSC Malaysia Status company in Cyberjaya

Designed for Small to Midsize Businesses, as a viable

alternative to more expensive overseas solutions

Helps in Managing Sales, Marketing and Customer Service

On Demand, No investment on server/software, No need

IT guys, Highly Secure, Daily backups, Never lose any data

Easy-to-use, customizable, Access it any time, any where

or on any device (desktop, tablet, or phone)

http://www.mdec.com.my/


What we have DONE so far?

Echelon Finalist 2011, Asia’s largest Startup

event

Asia Top 50 Apps

2010 - E27 Singapore

Silver award for Best CRM Implementation - CCAM Malaysia, 2010

CRM Idol Semi-finalist 2012 &

2013

Achievements

Customers

* Second CRM has more than 100 active Customers in Asia.


What we have DONE so far? Partners

http://www.mdec.com.my/


Agenda


Introduction

What is CRM?


Summary and Q & A


What is NOT a CRM? We always hear this …

We use UBS… MYOB… Tally…

We use Excel to manage our Customers and its working fine for us

We use Outlook and its doing great

and so on…

But can they do this …

Pulling list of all your customers, whose Birth date is in this month

Viewing entire customer profile, including outcome of past meetings, quotes

sent, status of service requests, etc, while waiting for the important meeting

How much you billed last month and how much is still outstanding, product

or territory wise, better still teamwise, with time spent on each sale

Or even simple things like sharing data between teams, or access on the go

and so on…


So what Exactly is a CRM?

Application Technology

Improved Customer Acquisition & Retention

Bu

sin

ess

Val

ue

Application Technology

Business Strategy

“CRM is a customer-focused business strategy designed to optimize profitability, revenue and customer satisfaction.” - Gartner

A customer-focused business

strategy designed to optimise

revenue, costs and customer

satisfaction

Business strategy combined with

application technology improves

customer acquisition and retention

People, Process, Tools

Customer Relationship Management is…


Agenda


Introduction

What is CRM?


Summary and Q & A


Customers Drive Business Success

Today we’ll Focus on 3 Things

How CRM can help in Increasing Sales

How CRM can help in Improving Customer Retention

How CRM can help Enhancing Internal Efficiencies & External

Image

Effectively managing the customer lifecycle – from marketing to sales to service – is critical to

every company’s profitability and growth.



How CRM can help in Increasing Sales




Increasing Sales Single View of Customer

Access to a centralised, customisable view of sales and support activity along with complete customer history from any location using a Web browser.

Centralised, Up-to-date, Accessible Anywhere

Complete History at one place, help in refreshing before meetings

Getting New Sales guys up-to-mark in the shortest possible time

Avoid Support Issues vs New Promotion Conflicts


Increasing Sales Shorter Sales Cycle

Shorter sales cycles and improved close rates with tools that enable lead and opportunity management, workflow rules customisation for automated sales processes, quote creation and order management.

Automated Lead Capturing and standard process of management

Timely Notifications & Alerts, for proper follow ups

Faster & Accurate Creation & Delivery of Business Documents

Easier to talk to Customers, when they call and the specific person is not available


Increasing Sales Visibility & Decision Making

Comprehensive reports that forecast sales, measure business activity and performance, track sales and service success, as well as identify trends, problems and opportunities.

Identifying Good Customers / Bad Customers

Fast or Slow Moving Products

Sales Personal Performance



How CRM can help in Improving Customer

Retention




Customer Retention Why Customers Leave


Customer Retention Benefits of Customer Retention

Acquiring new customers can cost five times more

than satisfying and retaining current customers

A 2% increase in customer retention has the same effect

on profits as cutting costs by 10%

A 5% reduction in customer defection rate can increase

profits by 25-125%, depending on the industry

The customer profitability rate tends to increase over

the life of a retained customer

http://www.1000ventures.com/business_guide/crosscuttings/customer_satisfaction.html


Customer Retention 3 Step Process

C R M

Know

Your

Customer

Talk to

Your

Customer

Analyse

Your

Customer


Know Your Customer Build Customer Database

Though its not easy or possible but db is KING

Knowing who your customers are

What they like / dislike, prefer?

Where do they hang out? Who influence them? How to Reach them?

How to get it

Loyalty Programme

MLM Database

Customer Support database

Customer Survey, Feedbacks, etc


Talk to Your Customer Track Every Interaction

Though its not easy or possible but db is the KING

Sending out Emails or Receiving Emails

Phone, Faxes, SMS's

Social Networks, Facebook, Twitter, etc

Survey, Feedbacks

How to do it

Policy to Keep record of every interaction

SLA based response via different modes

Central database


Analyse Your Customer Separating Wheat from Chaff

Though its not easy or possible but still, db is the KING

Best Customers Highest Revenue generating

Highest Profit generating

Worst Customers

Not Moving or In Active Customers

How to use it

Run Targeted Campaigns / Promotions Cross Selling

Up Selling



How CRM can help Enhancing Internal

Efficiencies & External Image




Enhancing Efficiencies How CRM can Enhance Internal Efficiencies

Automating Generating Business Documents Quotes, Invoices, Sales Orders and Purchase Orders

Automating Internal Operations Personal & Shared Calendar (Meetings, Reminders, etc)

Task Management (alerts, etc)

Sending Email, Fax, SMS, directly from the PC

Actionable Data Extracting list of Customers, we never contacted since last 2 months

Or who have bought specific Product, etc


Enhance External Image How CRM can Enhance Professionalism

Professionally looking Business documents Quotes, Invoices, Sales Orders and Purchase Orders

Standardised Communications Sending Email, Fax, SMS, using Standard Templates

Process Driven Interactions Managing New Leads

Customer touchpoints, 3 days after sale, one week before end of free support, etc

Automated Support Expiry Email (template based)

Automated Birthday Greetings, etc


Agenda


Introduction

What is CRM?


Summary and Q & A


Summary

To Start with Focus on 3 Things

Start Thinking and Start Talking in terms of CRM

Have internal discussions with your team and start acting

Register for Second CRM 30-Days Free Trail and discuss with

Second CRM consultants to see how it can help your business




Soft Solvers Solutions Sdn Bhd

C-G-17, SME Technopreneur Centre, 2270

Jalan Usahawan 2, Cyberjaya, 63000, Selangor, MALAYSIA

Tel: +603 8315 6101 Fax: +603 8315 6102

Web: www.secondcrm.com Email: [email protected]

Thank You Questions & Answers