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Post on 22-Jan-2018
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George HammondFounder & Managing Director
CRM Improverswww.crmimprovers.com
CRM Strategy, Implementation & Consultancy
(Partnering with Salesforce, Zoho and Microsoft Dynamics)
BackgroundGeorge Hammond, Managing Director of CRM Improvers:• As Business Consultant Have Up to 20 Years experience in Marketing Strategy, Database Marketing and
Customer Relationship Management (CRM), Working For Clients Such As:
What Are The TypicalChallenges?
Our customer data is stored in different sources (i.e. paper, calendar, email, mobile)
Customer engagement could be better
We have marketing, sales and resource budget constraints
What combination of marketing mediums will produce the best results?
These Challenges Are Resolved Through Effective Customer Relationship Management (CRM)
Welcome Strategies
Cross-Sell / Up-Sell Strategies
Win-Back Strategies
Attrition Management
• CRM is a process that engages the customer in the company’s propositions in the most effective
way possible along the customer lifecycle to improve business relationships
• The process also analyses data about customer history to improve the return on investment of
customer acquisition and retention activities
Our CRM Methodology
• IDENTIFICATION: We do an audit of your data and I.T. systems to IDENTIFY their health. This appraisal allows us to build a bespoke customer database that effectively links together all your company’s activities
• INSIGHT: We analyse your database to understand which prospects or customers are likely to respond to marketing and sales initiatives to drive up ROI. From these initiatives we generate learnings and INSIGHT
• IMPLEMENTATION: We use this INSIGHT to create customer contact and proposition strategies which go into a communications plan. Once the plan is IMPLEMENTED, new learnings are feedback into the INDENTIFICATION process
Key DeliverablesAs experienced CRM Consultants we have a record of improving the return on investment (ROI) of marketing and sales activities using the latest analytical and technological methods. Hence we are able to:
Marketing / Sales• Understand who your best customers are• Find more of them – both completely new and within your own database• Nurture and develop relationships with prospects and customers• Reactivate lapsed (former) customers so that they come back• Cross sell and up sell appropriate services / products to existing customers
Technology• Build a single customer view database so that all the company’s data (i.e. transactions,
marketing & sales performance, leads, contact history) is centralised to one access level • Integrate CRM technology to exploit your customer database• Prioritise your time and resource so that you maximise your sales revenue• Identify which leads and customers need to be managed more effectively from an account
management point of view
We Integrate CRM Technology
MarketingBroadcast
System
CRM System Hosts Single
Customer Database
Purchased or Collected
DataWebsite Visitor Data
Form Completions
and Downloads
• The marketing broadcast software sends out campaigns and executes customer contact strategies whilst giving you insight on customer engagement
• The CRM software records and manages leads, contacts, opportunities and accounts
• New data is constantly added to the customer database from marketing and sales activities
We Create Tailored Dashboard Reports
We add value to a customer database by creating reports that:
• Forecast sales• Create customer profiles/segments for effective targeting• Explain marketing campaign performance• Track leads and activity along the sales pipeline• Help improve sales and marketing messages
We Provide CRM Technology Training and Support
Complete training is provided to the entire team on a one to one or a one to many basis
We are here to support you
Summary of Services• Marketing & Sales Strategy Review
• Customer Data Capture Audit
• Database Technology Integration (integrating mobile, email, website)
• Customer Targeting
• Marketing Campaign Deployment
• Next Best Message / Services / Offer
• Tracking Customer Behaviour
• Marketing Test and Learn
• Campaign and Communications Planning
• Campaign Measurement and Reporting
Next Steps• Understand your department / business structure
• Understand what challenges you face
• Determine your business priorities
• Scope out potential projects
• Determine what quick win project(s) we can deliver within 120 days
• Establish your expectations are around project delivery
• Obtain a brief from you around chosen project(s) so that we can create a proposal for solutions
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