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CRM has changed since its original mark in the business world. This presentation walks you through what was, what is and what is next in the world of CRM. Once you know what is out there, selecting the appropriate CRM is vital to the success within your organization. Find out what we believe are the most important steps to take on your way to choosing the best solution for your company.
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The State of CRM
&
Choosing the Best CRM for Your Business
Presented By:
Doug Guilbeau Managing Partner, Levementum
Image Source: Southeast Computer Solutions
1st Gen – The Electronic Rolodex
Contact Focused
Reflected the ‘Lone Wolf’ Sales Models dominate at that time
Image Source: Southeast Computer Solutions
2nd Gen – Age of Seibel
Emergence of the Siebel, SFA, & rise of the ‘Solution Sales Process’
Emulated by the leading ERP vendors
Image Source: Southeast Computer Solutions
3rd Gen – a new market is crated by Salesforce.com
Combined Seibel’s sales process and management tools via a browser & w/o IT
Gives birth to SaaS which ultimately evolves into ‘Cloud Computing’
Microsoft gets into the game – integrated into Outlook
Image Source: Southeast Computer Solutions
Realization of the 360 view of the customer lifecycle
SFA at the core, but Customer Service and responding to Social Marketing are also critical
Being “In the Cloud” is no longer a major concern
Responding to Evolving Customer expectations ◦ Interact where they choose ◦ Social, Mobile, Live Chat
Marketing
Image Source: Southeast Computer Solutions
Usability and adoption matter; no longer just a ‘management tool’
Social Collaboration, Mobility and ‘Plug-ins” are vital to usability and adoption
Workflows, approvals and Automation of Business Processes also help drive adoption
Building custom apps with the platform & config tools
Marketing
Growth of Connected Devices
Source: Cisco IBSG, April 2011
Market leader is Salesforce.com
The fight for #2 ◦ MS Dynamics
◦ SugarCRM
Cloud enabled options targeted to specific niches or SMB
Leaders Dying Out
CRM Technology in and of itself – HAS NO VALUE
Value is Derived from enabling Business Goals and Strategies that drive growth and/or profitability
Balance the needs of the Business with the realities of CRM usability and adoption
2 Parts people with 1 part Technology
Understand Customization Options
Identify Insights
You Need Avoid ‘beauty
contest’ selections Vital Few and go
for quick wins
Know Your Why Pragmatic Budget and Timeframe
Focus on Internal Adoption
Be honest about your Cloud bias
Cloud Solution vs On Premise Solution
Prioritize your Business Goals / Objectives
Budget for ISV Plug-ins Know where and how Mobility matters CRM Management & Maintenance
Not getting the voice of the user in the design
Over Engineering the information collected
Poor Data
Over doing Integrations
Under budgeting for guidance of experts
Under investing in on-going support
Not leveraging the full Platform capabilities
Visioning and Discovery – include the best of the best to balance usability needs & management
Engage and build Evangelists
Address unrealistic expectations head-on and early-on
Hands on training is best in the context of a process you want them to follow
Provide triage and on-going ‘did you know’ sessions to reinforce usability tools in context
Invest in a ‘plug-in’ budget, but try to avoid one-size fits all
Investment Expectations
$5K - $20K $20K - $75K $75K to $200+
Over 700 Successful CRM Projects Complete
Diverse Industry and Use Case Expertise
SMB to Fortune 1000 Company Experience
Experts in both SFDC & SugarCRM
Chandler Based Since 2006
Experienced and Education Focused
Solve for tough business problems
Receive guidance through the selection, design and implementation processes
Knowledge of new and upcoming products
Best in class CRM services