Start Now CRM SolutionsStart Now CRM SolutionsGrowing the business through customer focusGrowing the business through customer focus

IT Problems?IT Problems?

Is your sales performance suffering from…Is your sales performance suffering from… Continued flat revenue, key customer losses, or competitive sales losses Lack of a common sales tool to reinforce best practices sales processes Inability of sales teams to collaborate effectively on sales situations and

key sales events Time-consuming or inefficient forecasting, pipeline analysis, etc. Loss of sales data when sales representatives leave the company

……you need CRM, and you shouldyou need CRM, and you should Start Now!Start Now!

Customer Relationship ManagementCustomer Relationship Management

CRM is associated with… gathering, maintaining, and managing information about customers strengthening the customer relationship more effective management of customers automating some aspects of the customer relationship a means of identifying and managing the most profitable customers

Most business people reference "customer care" or "customer satisfaction", and are unfamiliar with "CRM".

IBM January, 2000

Global Business PrioritiesGlobal Business Priorities

Growing the business through customer focus and Growing the business through customer focus and leadership is the most widely held global business priorityleadership is the most widely held global business priority

Be perceived as an industry leader by your customersExpand your company's customer base

Increase company-wide focus on the customerBetter differentiate your company from its competition

Improve effectiveness of new customer acquisitionImprove complaint resolution

Improve ability to react to market changes

10% 20% 30% 40% 50% 60% 70% 80%

Lower Moderate Higher

Global CRM Wants & Needs ResearchIBM/Marketing & Planning Systems, September, 2000

InfrastructureInfrastructure

Primary e-business Solutions Primary e-business Solutions

On-line MarketingOn-line Marketing Customer self-serviceCustomer self-service On-line supportOn-line support On-line salesOn-line sales

CustomersCustomers

SuppliersSuppliers

e-businesse-business

BusinessBusinessOperationsOperations

Customer Customer RelationshipRelationshipManagementManagement

SupplySupplyChainChain

ManagementManagement

Inventory Mgt.Inventory Mgt. ProcurementProcurement ForecastingForecasting LogisticsLogistics

Business IntelligenceBusiness Intelligence Internal tracking/ reportingInternal tracking/ reporting Development collaborationDevelopment collaboration Human ResourcesHuman Resources

Planned e-business adoptionPlanned e-business adoption

SolutionSolutionSizeSize

$B$BGrowthGrowth

(YTY)(YTY)

e-commercee-commerce 6.36.3 48%48%

CRMCRM 9.39.3 35%35%

Business Business IntelligenceIntelligence 6.06.0 15%15%

Supply ChainSupply Chain 4.94.9 29%29%

- IBM Research Snapshot

Primary solutions

Start Now CRMStart Now CRM

x-x-SeriesSeries

Enablement KitEnablement Kit & Marketing Tools& Marketing Tools

……powerful sales and customer relationship management, from $45,000* powerful sales and customer relationship management, from $45,000*

Contact Mgt.Contact Mgt. Opportunity Mgt.Opportunity Mgt. Knowledge Mgt.Knowledge Mgt.

Windows 2000Windows 2000 LinuxLinux

Services Hours = 100 hours Services Hours = 100 hours

SametimeSametimeSametimeSametimeLotus

*All prices are US Dollars and subject to Business Partner adjustment (based on 10 Sales personnel)

Relavis eBusinessStreamsRelavis eBusinessStreams

Proven CRM solutions since 1993Proven CRM solutions since 1993 More than 500 implementationsMore than 500 implementations Winners of six Lotus Beacon AwardsWinners of six Lotus Beacon Awards Serve more than 100,000 people across 6 continentsServe more than 100,000 people across 6 continents Domino-based CRM leader with OverQuotaDomino-based CRM leader with OverQuota Eighth company worldwide to achieve IBM Certified Eighth company worldwide to achieve IBM Certified

for e-businessfor e-business

Collaborative SalesCollaborative Sales

Value added team sellingValue added team selling Account managementAccount management Up-sell & cross-sellUp-sell & cross-sell Best practicesBest practices Technical pre-salesTechnical pre-sales Lead managementLead management Sales processSales process Cross-function account historyCross-function account history Cross-function lead Cross-function lead

developmentdevelopment ……, etc., etc.

SalesSalesActivitiesActivitiesProspectsProspects

$Revenue$Revenue

CustomersCustomersCustomersCustomers

Relavis eSalesRelavis eSales

Collaborative Account Mgt.Collaborative Account Mgt. Contact Management Organization Profiling Activity Management Integrated e-mail & calendar

Opportunity ManagementOpportunity Management Automated Forecasting Pipeline Management Sales Process Management

Integrated Sales LibraryIntegrated Sales Library Standard communications Competitive & product

information

SalesSalesActivitiesActivitiesProspectsProspects

$Revenue$Revenue

CustomersCustomersCustomersCustomers

Comprehensive View of CustomersComprehensive View of Customers

Sales HistorySales History

Coordinate Sales ActivitiesCoordinate Sales Activities

Track and Forecast OpportunitiesTrack and Forecast Opportunities

Manage leads and InquiriesManage leads and Inquiries

Implement a Formal Sales ProcessImplement a Formal Sales Process

Comprehensive Reporting ToolsComprehensive Reporting Tools

Customer BenefitsCustomer Benefits

Relavis eSales provides:Relavis eSales provides: Shared customer, account, and contact information Lead identification, tracking and follow-up Facilitation of the sales process and target opportunity analysis Up-to-date repository for selected sales documents Ability to issue targeted mass mailings easily A uniform calendar and scheduling tool across the organization Improved account retention by tracking and sharing client activities

Start Now provides:Start Now provides: Rapid deployment of a CRM solution Immediate results of package benefits Knowledge transfer from the IBM Business Partner to the customer’s staff Minimized cost of deployment while maximizing benefits

Find more information…– Check out the IBM Web site for Small and Medium Businesses– White papers:

IBM Start Now Solutions for e-business

– Detailed information on IBM Start Now CRM components– Contact a qualified IBM Start Now Business Partner

www.ibm.com/software/smbwww.ibm.com/software/smb

Start Now!Start Now!

What should you do next?What should you do next?