Post on 12-Jan-2016
Business Case Template for
Customer Relationship Management
Robert Gilfoyle www.useradoptionsolutions.com
Things Are Changing Fast… • We all want & expect more quality and service
for our $; if we don’t get it we look for alternatives
• We buy differently now – internet + Social Media + crowd sourced reviews on sites like Yelp
• We expect organizations we buy from to be up to date with technology; e–commerce, etc.
• The markets we operate in are changing fast and so are our competitors…
We have some challenges…
(List the top two organization customer related challenges/problems here; for example…)
Customer information is in different databases within the organization – we don’t have a clear picture of an individual customer’s preferences or history with us
We’re not good at collecting and analyzing overall customer data – we can’t spot emerging customer trends and new product opportunities
We are losing customers in a few key markets; we’re having problems retaining them.
Currently They Include…
The Cost…If we don’t address these problems we…
• Will miss opportunities to provide our customers with new products that they would value and buy
• Can’t do focused customer campaigns
• Are in danger of slowly losing market share
• Won’t grow as fast as we could
• Won’t be as successful as we could be – none of us wants that!
Alternately We Could…• Become much more focused on understanding
our customer’s needs and wants through collecting relevant data, so we can do a better job of meeting them
• Offer a more personalized and better level of service to our customers to keep them coming back
• Provide our sales professionals with the sales tools and technology they need to become even more successful.
Benefits Include…
•Higher customer satisfaction levels and better customer retention – a 5% improvement in retention rates will typically yield a 25% increase in gross profit
•Better career development opportunities for our sales professionals and others within the organization – new and marketable skills that will serve them well in the future
•A stronger and more successful business
The Solution
Customer Relationship Management
• Customer relationship management (CRM) Is a system for managing a company's interactions
with current and future customers. Involves using technology to organize, automate
and synchronize sales, marketing, customer service and technical support.
• Let me demonstrate…