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A delve into CRM

A delve into CRM. Don Wiid Contact Edge CRM Closer To Your Customers. ROI: Advertising vs. CRM. David Thorp, director of research and professional development at CIM. Marketingweek.co.uk , 6 August 2009. ROI: Advertising vs. CRM.

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A delve into CRM

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  1. A delve into CRM Don Wiid Contact Edge CRM • Closer To Your Customers

  2. ROI: Advertising vs. CRM David Thorp, director of research and professional development at CIM Marketingweek.co.uk, 6 August 2009

  3. ROI: Advertising vs. CRM David Thorp, director of research and professional development at CIM • 1,223 marketers surveyed Marketingweek.co.uk, 6 August 2009

  4. ROI: Advertising vs. CRM David Thorp, director of research and professional development at CIM • 1,223 marketers surveyed • Advertising, (excluding online) produces the worst ROI Marketingweek.co.uk, 6 August 2009

  5. ROI: Advertising vs. CRM David Thorp, director of research and professional development at CIM • 1,223 marketers surveyed • Advertising, (excluding online) produces the worst ROI • 25% say CRM delivers the best ROI Marketingweek.co.uk, 6 August 2009

  6. CRM is aphilosophy and a business strategy Supported by a system and technology Designed to improve human interactions in a business environment Paul Greenberg, author of CRM at the speed of light

  7. Return on Investment • Norwich City FC • Brother International

  8. Metrics to measure ROI • 52% increase in leads • 34% boost in revenues • 23% decrease in service and support costs • 30% improvement in customer retention

  9. Will it work in my business? Take stock of your processes

  10. CRM vs. Contact Management(on steroids)

  11. CRM vs. Contact Management(on steroids) • Data driven, not process or strategy

  12. CRM vs. Contact Management(on steroids) • Data driven, not process or strategy • Integration and Analytics weak

  13. CRM vs. Contact Management(on steroids) • Data driven, not process or strategy • Integration and Analytics weak • Workflow weak / non-existent

  14. CRM vs. Contact Management(on steroids) • Data driven, not process or strategy • Integration and Analytics weak • Workflow weak / non-existent • Scalability issues

  15. CRM vs. Contact Management(on steroids) • Data driven, not process or strategy • Integration and Analytics weak • Workflow weak / non-existent • Scalability issues • Code-less customisation

  16. British Sugar:Adoption of CRM over time

  17. British Sugar:Adoption of CRM over time Time

  18. British Sugar:Adoption of CRM over time Time

  19. British Sugar:Adoption of CRM over time Time

  20. British Sugar:Adoption of CRM over time Time

  21. British Sugar:Adoption of CRM over time Time

  22. British Sugar:Adoption of CRM over time Time

  23. In conclusion, remember… • CRM is a Strategy / Process, not a project • Don’t underestimate Outlook integration • Code-less customisation is vital

  24. Questions Don Wiid Contact Edge CRM • Closer To Your Customers

  25. Questions Don Wiid Contact Edge CRM • Closer To Your Customers

  26. Questions Don Wiid Contact Edge CRM • Closer To Your Customers

  27. Questions Don Wiid Contact Edge CRM • Closer To Your Customers

  28. Questions Don Wiid Contact Edge CRM • Closer To Your Customers

  29. Questions Don Wiid Contact Edge CRM • Closer To Your Customers

  30. Questions Don Wiid Contact Edge CRM • Closer To Your Customers

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