How to compete with best-in-class companies and deliver the ultimate customer experience

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Topics• Today’s business

goals• Trends impacting

customer service • Top performers-

what is different? • Sage solutions:

˗ Leveraging Sage ERP data

˗ Sage solutions

Today’s SMB’s top two goals:Grow. Customer service.

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It costs your company 4X to gain new customers versus retain existing ones.

51% The percentage of U.S. consumers who switched service providers in the past year due to poor customer service

Source: CRM Magazine February 2014, volume 18, no. 2, pg. 17

4x Customers are four times more likely to defect based on service versus product and price.

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Excellence in customer service matters.

• Customer retention

• Customer referral

• Customer expansion

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Customer expectations are higher.

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Workers and customers are on mobile devices.

Mobile devices have a positive affect on customer service

Mobile technology has helped bring more work

Mobile devices supplied to employees 50%

70%

21%

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Are We a Mobile Society?

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Are We a Mobile Society?

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It takes care and attention to grow.

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Best-in-class performers86% in first contact resolution

(46% industry average)75% customer retention (22-44% industry average)11.4% year-over-year improvement in customer satisfaction rate6.7% year-over-year increase in revenue per customer

Aberdeen Group 04/2014

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Best in class anticipate the customer across marketing, sales, and customer service.

Customer activities– Understand the customer– Engage the customer– Respond quickly

Technology– Use social media– Offer online service– Work with centralized data– Actively use CRM

Aberdeen Group 04/2014

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Active use of CRM makes a significant difference to company performance.“If we look at best in class, their platform of choice is clearly the CRM, with 94% of top performers indicating it as the most vital customer data storage location.”

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What is CRM?

• Business executives: managing business performance

• Customer service: supporting customers and building relationships

• Marketing: developing and managing the best programs

• Sales: managing the right interactions during buyer’s journey

• Operations: centralizing cross-departmental actions

Customer relationship management

At the center is the customer

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CRM for customer serviceWhat it does:Management of customer cases:• Calls, follow ups, escalations

with notification alerts for major issues, and approvals

Centralized knowledgebaseManagement of overall service: • Analyze calls, volumes, and

areas of concern

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CRM for marketingWhat it does: Campaign management: • Templates, emails, mailing

lists, leadsAnalysis of campaigns:• Best sources and responsesIntegration into sales activities: • Handoff to sales in workflowIdentify the best customers to sell: • Criteria ratings, transaction

history, create follow-up lists

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CRM for sales What it does:Manage sales activities: • Pipeline, assignments to right

people, forecasting and reports• Calls, follow ups, emails,

quotes, orders, closes, follow upLead management: • Identification of top leads and

notCalendars: • Appointments in one place, tied

to activities with remindersSales are kept informed on customer activities

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Mobility, online service, social media use are common in customer service everywhere.

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• contact info• email lists• websites• events • leads• closes• invoices

• orders

• credit• licenses• cases • orders• events• training

Sage solutions for a better customer experience

Our solutions

Lead generation

QuoteAnd order

Generation

Sales cycle management

Service and fulfillment

Billing and collecting payment

Analysis

Sage CRM

Sage Mobile Sales

Sage CRM

Sage Mobile ServiceSage Billing and PaymentSage ERP

Sage CRM

Sage ERP

Sage CRMSage ERP

Sage ERP

Sage CRM

Customer retention and customer sales

Marketing Sage CRM

Sage CRM

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How much time does it take?

• Verify credit terms• Verify available

credit• Verify credit hold• Sales order history• Quote history• Inventory

availability• Product/item pricing• Credit application • Customer history• Cross-departmental

customer actions

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“Front-end” to “back-end” office integration

Integrated one-screen views:

• Orders• Invoices• Shipments• Credit limits

Customer insights–voice of customer understoodCross-departmental communications and activitiesBetter accountability

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Operational CRMERP Connectivity and Integrated Profile

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Operational CRMQuick Order Entry

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Reserve a Booth

Getting more out of your WebsiteWeb2Lead

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Customer Self Service

Customer logs issue Case opens up for Customer Service

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Operational CRMDefine Your Processes Using Workflow

Map the Process

Analyze The Process

Redesign the Process

Bottle neck

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Mobile Selling Sage CRM App and Responsive Design

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Easy-to-see customer service “case pipeline”

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The Info-Tech Vendor Landscape:

The Info-Tech Small Enterprise CRM Vendor Landscape

Champions receive high scores for most evaluation criteria and offer excellent value. They have a strong market presence and are usually the trend setters for the industry.

Market Pillars are established players with very strong vendor credentials, but with more average product scores.

Innovators have demonstrated innovative product strengths that act as their competitive advantage in appealing to niche segments of the market.

Emerging Players are newer vendors who are starting to gain a foothold in the marketplace. They balance product and vendor attributes, though score lower relative to market Champions.

.

The Zones of the Landscape

SugarCRM

Sage CRM

Maximizer

Salesforce.com

MicrosoftDynamics CRM

NetSuite CRM+

OnContact CRM

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Sage Mobile Sales:Give your salespeople the information they need.

Access past quotes and orders, customer contact details, and sales history.

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Sage Mobile Sales:Present a visual catalog.

Use multiple images to bring your products to life and offer “add-on,” “accessory,” and “substitution” products.

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Close more business withSage Mobile Sales.

Place quotes and orders, take payment, and invoice using Sage Billing and Payment.

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Sage Mobile Service Sage Billing and Payment

• View schedule• Update Work Order • Get customer sign off off

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Next steps?

Dan WainCRM Product Specialist

Dan.wain@sage.comPhone: 678-232-5721

Click Here   

Thank you!