What is CRM?

Presented By: Partnered with:

OCTOBER 29TH, 2015

Business Success Series: Episode #1

DEENA TEARNEY

CHIEF EXECUTIVE OFFICER

@pacificpoint @deenawhite #successseries

CHRISTINE DAVIS

Sr. Corporate Sales Rep – Southwest

@sugarcrm #successseries

Who is Pacific Point?St

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Strategic Planning and Assessments

Program & Project

Management

Vendor Assessment &

Selection

Business Analysis & Process Re-Engineering

Technical Delivery Services

Change Management

Solution Expertise

CRMData

we offer a broad range of services

Pacific Point is a Hawai'i based business and technology consulting company

What is CRM?

Capture and Manage Customer Information and Interactions

Better Understand Your Customer

+Take Action to Develop Customer Relationships

Build the Relationship with Your Customer in a Meaningful Way

=Grow Your Business (lots of happy customers!)

What is CRM?Let’s break it Down

CRM solutions are used to capture information about customers and track customer’s human and digital

interactions with your company.

Your Customer Your Company

What is CRM?

• Customer Profile Data• Products• Service Calls• Emails • Etc…

Better Understand Your Customer

What is CRM?

Phone

Contact Center

Email

Web

In Person

CRM

Customer Profile

Campaigns

Opportunities

Cases

With customer information organized in a CRM,

businesses are able to integrate and harmonize

sales, marketing, and service / support activities.

Build the Relationship with Your Customer

What is CRM?

MarketingCampaign

Management

TargetSegmentation

Email Marketing

ServiceCase / Ticket Management

Case Escalation

Self-Service Portal

Sales

Task and ActivityManagement

Opportunity Management

Account and Contact Management

Harmonize Sales, Marketing, and Service with CRM.

Build the Relationship with Your Customer

The Power of CRM

• Better Target and Market Leads and Prospects• Increase Sales• Improve Service• Leverage configurable workflow to automate processes• Gain better insights and intelligence on Customer behaviors• Align teams and process to Customer Experience Initiatives• Increase Customer Loyalty

Benefits of CRM

Be Creative!

Grow Your Business

Example 1

Visits Hawaii

Books Return Vacation

• Resort Staff logs Customer activities:- Dinner at Resort Restaurant- Sailing Adventure

• CRM creates Automated Sailing Adventure Booking for Repeat Customer

• CRM sends automated email to Customer of courtesy booking; offering further assistance with other Resort services

Arrives at Resort• Resort check-in staff provide system

generated itinerary

December 2014

May2015

November2015

Resort Customer Experience

Customer ResortCRM

Calls Contact Center to Make Additional Plans • Call Center Agent adds photo session

• CRM sends automated email to Customer of updated itinerary

Example 2

Places $10,000 Order

Receives contact to collaborate on sales to help grow the business further

Sales Rep updates Opportunity to Won

B2B Example

Retail Company Consumer Goods Company

1 CRM automation determines Customer now exceeds $50,000 in total sales for the year

CRM Auto Assigns: Sr. Account Manager

CRM Auto Assign: Sr. Marketing Manager

Receives support for in-store marketing and campaign support

Places $25,000 Order Sr. Account Manager updates Opportunity to Won

CRM

2

Who & What is SugarCRM?

SugarCRM At-a-Glance

• Founded in April 2004 with headquarters in Silicon Valley• 400+ employees worldwide• Global Strategic partners extend breadth of offerings• 1.5M+ users rely on Sugar in 120 countries and more than 26

languages• 20+ consecutive quarters of financial growth• Recognized CRM leader by foremost industry analyst firms• Largest exclusive CRM provider

The CRM for Every Customer Facing Employee

INNOVATION FLEXIBILITY VALUE

The Most Innovative, Flexible CRM Solution at an Affordable Price

Successful Customers

Business Services Consumer Goods/Retail

Financial Services & Insurance

Government/Non-profit Education

Healthcare Manufacturing Technology Transportation Travel & Leisure

More Than 1.5 Million Users

Live Demonstration

@pacificpoint @sugarcrm #successseries

Next Steps

• Review and Share the Webinar Recording– Available on Pacific Point website.

• Interested in Learning More?– Please feel free to reach out!

• Business Success Series Episode #2 is Coming Soon– Stay in touch for updates!

What is CRM?

Thank You!

PacificPointCorp.com