BAASS Connect 2015 Getting Your Business on Board with Customer Relationship Management BAASS...

BAASS Connect 2015

Getting Your Business on Board with Customer Relationship Management

BAASS Moderator: Zainab Salihi Guest Speaker: David

Beard, Sage CRM

@baassbiz #BAASSConnect15

Sitting comfortably?


@baassbiz #BAASSConnect15 Source:

@DU_Press

“… digital transformation isn’t really about the technologies”

MIT Sloan Management Review / Deloitte Digital

BAASS Connect 2015

Customer Relationship Management

Generally “CRM is a business

strategy designed to optimise profitability, revenue, and customer satisfaction”

Inside a Business Increase Revenue

Avoid Costs

Improve Service


BAASS Connect 2015

http://www.gartner.com/silentlocalechooser.jsp?locale=wcw

Why CRM is, more than ever, imperative


BAASS Connect 2015


Reduce CostsAvoidCosts

IncreaseRevenue

ImproveService

The IRACIS drivers

BAASS Connect 2015

What’s the view of your“Firm of the Future”?

Performance metrics that business excellence

Aberdeen Group researched 104 companies, studying overall sales effectiveness and, specifically:

How they organise customer-centric data

Provide access to data to customer-facing personnel

Streamline the holistic management of accounts


BAASS Connect 2015

How they organise

customer-centric data

Provide access to data to

customer-facing

personnel

Streamline the holistic manageme

nt of accounts


What’s the view of your“Firm of the Future”?

BAASS Connect 2015

How do youmeasure up?


Strategy

Business Architectur

e

Projects

Guides

Drives

Updates

Informs

BAASS Connect 2015


Strategy Attract New Business

Sell Products& Services

Look after your

customers


e

Projects

Guides

Drives

Updates

Informs

BAASS Connect 2015


Strategy

Health Checkyour “Base

System”Review needs for additional

elements

Build a foundation

for your CRM


e

Projects

Guides

Drives

Updates

Informs

BAASS Connect 2015


Strategy

Defined phases of business success

Supporting marketing,

sales & service

Aligned to your

business’ ROI


e

Projects

Guides

Drives

Updates

Informs

BAASS Connect 2015

Marketing

Sales Customer Service

Order Admin

Email, eMarketing , customer lists, prospect lists, mailing

databases, spreadsheets, word documents, pdfs, powerpoints

Email, LoB systems, Mobile applications, spreadsheets, forecasts, word documents,

powerpoints

Email, helpdesk / LoB systems, Mobile

applications, spreadsheets, word documents, pdfs,

help

Email, accounting system, spreadsheets,

word documents, powerpoints

Customer Service and

Support

Account / Order Query

Thinking about getting your business “on-board” with CRM


BAASS Connect 2015

How BAASS can work with

your business

To help your business …

• Manage relationships

• Gain insight

• Gain rapid results


BAASS Connect 2015

The BAASS formula for Sage CRM Success


BAASS Connect 2015


Reduce Costs

AvoidCosts

IncreaseRevenue

ImproveService

The IRACIS drivers

BAASS Connect 2015

How BAASS has worked with

other businesses

CRM in action:Alberta Construction Disparate

systems for student, class,

course enrollment, membership information

Lack of best practice &

central system to manage the class setup

Difficult to address enrolled

students with marketing

messages etc.

Companies, Students and Classes along

with enrollment and class results are now stored in

one central system

Swift access to class takers, companies

enrolment types to easily build

tailored marketing messages

Sage CRM is now the “hub” of information,

including driving web site content


BAASS Connect 2015

CRM in action:PDR Hail Team

Most of their work on paper

and in file folders

Keeping track of vehicles,

inspection & repair schedules

and claims during peak

periods a nightmare

Customer service was slow due to manual tracking, across multiple

locations

Claims imported directly into CRM to be processed,

eliminating heavy data

keying

Claims managed by tailored workflow to

streamline data entry and

manage Claim pipeline

Proactive alerts to vehicle

owners to alert them of

upcoming inspection and

repair appointments


BAASS Connect 2015

CRM in action:Impact XM

Manual processes and excel based

quoting

Inaccurate estimates &

pricing inconsistencies

Disparate data made it hard to

do good marketing

Complete project management within CRM

Integrated to accounts for

complete control

Sage CRM delivers a

synchronised customer &

accounts experience


BAASS Connect 2015

Confidence

Accelerate sales

Knowledge

ForecastProductivity

VisibilityIntelligence

Profitability

Intuitive Faster

Mobility

Effi

cie

ncyInsig

htG

row

th

The Sage CRM Proposition


BAASS Connect 2015

A system for your entire business …

• Supports “end-to-end” data

• Facilitates collaboration

• Accelerates responses

• Increases quality of information



BAASS Connect 2015

For every type of business …

• From 1 to 100’s of seats

• Working in 15,000 companies

• 250,000 users around the globe

Retail Financial Waste Management Real EstateGovernment Media Personal Services LeisureConsulting Machinery Engineering AutomotiveHealthcare Property Bioscience Insurance



BAASS Connect 2015

Think about the “data & processes” in your company.

Are you as effective as you need to be in 2015 & beyond?

Talk to us here, now, or your invite your account manager in to speak about how Sage CRM can help your business.



BAASS Connect 2015

BAASS Connect 2015 Getting Your Business on Board with Customer Relationship Management BAASS...

Documents

Transcript of BAASS Connect 2015 Getting Your Business on Board with Customer Relationship Management BAASS...