Creating value through innovation and technology

A structured approach to customer acquisition and retention

Creating a CRM Strategy for your Business

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Outline

• Definition of CRM

• CRM to achieve your business goals

• Assessing your customer acquisition and retention

• Mapping CRM deliverables and processes

• CRM software supporting your business processes

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What are the

PAINS in your

customer acquisition and retention?

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5 Common Pains

Lose potential business

Customers care is a challenge

Don't track opportunities

Simply disorganised with scattered company info

Low marketing efforts

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A company-wide business strategy designed to efficiently increase profitability by solidifying customer satisfaction, loyalty, and advocacy

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Levers of CRM

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Why CRM Strategy?

“70% of CRM initiatives fail” – Cap Gemini Ernst & Young

“90% of enterprises cannot show a positive return on CRM” – META Group

“75% of CRM initiatives fail to substantially impact the customer experience” – Gartner

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Strategy Process

1. Set business goals

2. Diagnosis

3. Dissect Problems and Opportunities

4. Map Direction

5. Set KPIs

6. Identify Resources

7. Outline Processes

8. Select CRM System

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1. Setting Business Goals

• Vision

• Mission

• Target Market

• Customer Segment

• Value proposition

• Products and Service

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2. Diagnosis

Marketing Sales Service

S

W

O

T

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4. Dissect

Problems (Weaknesses + Threats)

• Why ________________

• Why ________________

• Why ________________

• Why ________________

• Why ________________

Advantages (Strengths + Opportunities)

• What ________________

• What ________________

• What ________________

• What ________________

• What ________________

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5. Direction

Solutions to problems:

1. ________________

2. ________________

3. ________________

Efforts on advantages:

1. ________________

2. ________________

3. ________________

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6. Key Performance Indicators

Areas to map your measurable KPIs

• Marketing

• Sales

• Customer satisfaction

• Business performance

• Financial effectiveness

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7. Resources

• People

• Technology

• Knowledge

• Support (suppliers)

• Financial

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8. Business Processes

• Marketing

• Sales

• Service

• Delivery

• Support

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9. Utilise CRM System

• Create target lists

• Run marketing campaigns

• Generate leads

• Generate opportunities

• Populate quotes, invoices, contracts

• Create activities

• Capture cases and bugs

• Generate reports

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CRM Applications

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Selecting you CRM System

• Supports Strategy

• Value for Money

• Reliability and Uptime

• Customer Service

• Technical Support

• Features

• Ease of Use

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About Us

What we do:

• Create value that empowers our customers to achieve better results

What we offer:

• CRM Hosting and Support

• Training

• Consulting (software testing)

• Innovate Mobile Products

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The End

Tshepo Thlaku

M: 074 117 2762

T: 012 771 2322

E: tshepo@pulego.co.za

www.pulego.co.za

Twitter: @pulego

Facebook: Pulego Communications