baass connect 2015 getting your business on board with customer relationship management baass...
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BAASS Connect 2015
Getting Your Business on Board with Customer Relationship Management
BAASS Moderator: Zainab Salihi Guest Speaker: David
Beard, Sage CRM
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Sitting comfortably?
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@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
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BAASS Connect 2015
Why CRM is, more than ever, imperative
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BAASS Connect 2015
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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
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BAASS Connect 2015
How they organise
customer-centric data
Provide access to data to
customer-facing
personnel
Streamline the holistic manageme
nt of accounts
@baassbiz #BAASSConnect15
What’s the view of your“Firm of the Future”?
BAASS Connect 2015
How do youmeasure up?
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Strategy
Business Architectur
e
Projects
Guides
Drives
Updates
Informs
BAASS Connect 2015
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Strategy Attract New Business
Sell Products& Services
Look after your
customers
Business Architectur
e
Projects
Guides
Drives
Updates
Informs
BAASS Connect 2015
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Strategy
Health Checkyour “Base
System”Review needs for additional
elements
Build a foundation
for your CRM
Business Architectur
e
Projects
Guides
Drives
Updates
Informs
BAASS Connect 2015
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Strategy
Defined phases of business success
Supporting marketing,
sales & service
Aligned to your
business’ ROI
Business Architectur
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
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BAASS Connect 2015
How BAASS can work with
your business
To help your business …
• Manage relationships
• Gain insight
• Gain rapid results
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BAASS Connect 2015
The BAASS formula for Sage CRM Success
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BAASS Connect 2015
@baassbiz #BAASSConnect15
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
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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
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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
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BAASS Connect 2015
Confidence
Accelerate sales
Knowledge
ForecastProductivity
VisibilityIntelligence
Profitability
Intuitive Faster
Mobility
Effi
cie
ncyInsig
htG
row
th
The Sage CRM Proposition
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BAASS Connect 2015
A system for your entire business …
• Supports “end-to-end” data
• Facilitates collaboration
• Accelerates responses
• Increases quality of information
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The Sage CRM Proposition
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
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The Sage CRM Proposition
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.
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The Sage CRM Proposition
BAASS Connect 2015