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CRM Solutions for Manufacturers - Improve Efficiency & Drive Growth

Discover how Infor CRM can help manufacturing companies streamline operations, optimize customer relationships, and improve financial performance. Learn about the benefits, integration challenges, and the potential for performance improvement.

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CRM Solutions for Manufacturers - Improve Efficiency & Drive Growth

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  1. WELCOME CRM for Manufacturers David Willms Infor Global Solutions

  2. Agenda • Introduction • Infor CRM overview • Demonstration • Questions, wrap-up

  3. Manufacturing Companies… are different from other types of industry segments. They make what they sell.

  4. Manufacturing Characteristics • Vertically Integrated Business Process • Design > Source > Make > Sell > Deliver > Service • Complex “customer” and channel relationships • Direct sales, ‘inside sales”, Dealer Channel, End User • Time-to-Market Pressures • Channel Management, Resource Planning, Fulfillment • Cost Pressures • Product Cost, Sales Costs, Admin Costs, Supply Chain costs • Business Visibility • Globalization, Partnerships, Supply Chain

  5. Manufacturing Companies Traditional “generic” CRM has limited value to manufacturing companies. Additional value comes from an enterprise approach that extends CRM beyond sales – marketing- and service, to include product development, supply chain, operations, and accounting.

  6. “ Only by taking on the challenges of integrating front and back-office operations can manufacturers obtain the competitive advantage that is necessary to hold onto and gain market position and – ultimately- improve financial performance” • From “The top 10 Sales and Customer Service Investments for midmarket manufacturers” by Rob Johnson AMR research report

  7. Typical CRM Benefits - Tactical • More effective and efficient sales channel. • Improved Pipeline visibility and forecasting • Increased sales revenue – targeted selling • Streamline selling process • Reduced selling expense • More effective reach with marketing dollars • Targeted lead generation & lead management • Monitor campaign effectiveness • More leads per dollar, more closes per lead • Improve customer service with less costs • Increased customer retention and repeat sales • Reduce cost of servicing customers • Provide added value to your customer

  8. Performance Improvement Potential Through CRM • Improvement Area Potential Amount * • Sales and Marketing Costs 10% - 16% savings • Customer Service Costs 10% - 16% savings • Inventory Reduction 5% - 15% savings • Win Rate 1% - 6% increase • Revenue 1% - 5% increase • Quote / Proposal Generation Time 20% - 35% reduction • Order Errors 25% - 50% reduction • Forecast Accuracy 10% - 15% improvement * from AMR

  9. CRM Benefits - Strategic Provides tools to help innovate your business . • Create competitive advantage. • Accelerate time-to-market. • Equip the organization to be more agile. • Create a customer-focused culture.

  10. Simplified Manufacturers Customer Lifecycle Process Flow Lead Qualify & Develop Quote / Order Fulfillment Ship / Invoice Service Complex Processes information information

  11. Organizational Challenges Multiple touch-points, but… No one “owns” the customer experience. No one “sees” the entire customer life-cycle. Marketing Sales Mgt. Sales Rep Engineering Business Partners Order Processing Accounting Distribution Customer Service

  12. Simplified Manufacturers Customer Lifecycle Process Flow ERP domain Lead Qualify & Develop Quote / Order Fulfillment Ship / Invoice Service information information

  13. Non – Manufacturing / “Generic” CRM • Marketing • Sales • Service ? ? ? ? ? ? ? Lead Qualify & Develop Quote / Order Inventory Ship / Invoice Service information information information

  14. “D-I-Y” CRM Integration Costs - good things to know $ $ To integrate a generic CRM package with ERP: • 3 to 5 times higher up-front costs • 25% to 50% higher on-going costs • Very long time-to-benefit - avg. 18 mos • High likelihood of project failure $

  15. Profusion Confusion • Alphabet soup • CM (contact management) • SFA (sales force automation) • CRM (customer relationship automation) • Imposters • Scope • Manufacturing focus

  16. Scope ComparisonCharacteristicsFunctional Emphasis Customer Relationship Management • Purpose: Strategic • Scope: Enterprise • Approach: Efficiency, Effectiveness, Innovation • Structure: Relationships, Hierarchical • Integration: Business Processlevel • Integrate all customer touch-points (marketing, sales, ordering, fulfillment, settlement, customer service…) • Span the entire customer lifecycle, from new lead to repeat customer. • Streamline all customer acquisition & retention processes; complex sales process. • Performance metrics, analysis - data foundation for BI and CVA Sales Force Automation • Purpose: Tactical • Scope: Departmental • Approach: Effectiveness • Structure: Contacts / Accounts • Integration: Task level • Manage sales opportunities • Track selling activity • Word merge, spreadsheet reporting • Information sharing Contact Management • Purpose: Tactical • Scope: Worker • Approach: Efficiency • Structure: Contacts • Integration: None • Track contact names & addresses “electronic Rolodex” • List tasks and to-do’s • Track appointments

  17. only Infor CRM Provides a 360° view of your customer lifecycle! Lead Qualify & Develop Quote / Order Fulfillment Ship / Invoice Service from lead to repeat customer information information from marketing campaign to cash

  18. Customer Data • Order Transactions • Quote Transactions Infor ERP Infor CRM • Product Data • Product Availability Information • Pricing Data • Orders, Quotes and • RMA Status Complete Visibility Infor CRM as an integrated extension of your ERP system • Work with the most accurate and up-to-date information • Provide better and faster customer service • Have complete visibility of customer touch-points

  19. What is Infor CRM? • Sales • Instant access to product, customer and prospect information • Track contacts, sales activities, quotes, follow-ups • Visibility to emails, phone notes, service calls, etc. • Work from anywhere • Sales Management • Better Pipeline Visibility • More accurate and timely forecasts • Standardized selling processes for more effective selling • Management dashboards provide at-a-glance status of sales activity.

  20. What is Infor CRM? • Customer Service • Improved Visibility of all Customer Activity • Instant access to order – shipment information. • Follow-up and escalation processes • Track time and resources used in servicing customers • Customer Issue Tracking & Faster Resolution • Knowledge Base accessible to the entire selling team and customer self-service

  21. What is Infor CRM? • Marketing • Track Campaign Effectiveness • Targeted Lead Generation • Streamline Lead Distribution & Tracking • Controlled Collateral Distribution • Easy List Management

  22. What is Infor CRM? • Marketing • Track Campaign Effectiveness • Targeted Lead Generation • Streamline Lead Entry, Distribution & Tracking • Controlled Collateral Distribution • Easy List Management

  23. Infor CRM technical features! • Familiar, Web browser interface. • easy to use, easy to learn, easy to adopt • Single database with easy to configure & personalize customized detail and list views without programming. • Scalable: Turn on functions as you grow. • Secure & personalized see / do only what is relevant. • user, groups • screens , views • territories, accounts • Out-of-the-box integration with: • ERP • MS Outlook • MS Word • MS Excel • Internet deployment plus work anytime / anywhere in un-tethered mode.

  24. demonstration • Let’s have a look!

  25. Summary • Manufacturers have unique CRM requirements. • CRM is NOT just for the ‘sales department”. • It is costly and risky to integrate a generic CRM package with manufacturing ERP. • Infor CRM is the best fit for manufacturing companies.

  26. Thank You To learn more about CRM and other world-class business applications, please visit www.infor.com or contact your Cistech representative

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