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Midwest User Group Meeting March 21 st 2011. Customer Relationship Management. Presented by: Patrick Grace, QAD Pre-Sales Consultant E-mail: pgz@qad.com. Agenda. What are common customer management challenges? The QAD CRM Solution What Differentiates QAD CRM? CRM Product Demonstration

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midwest user group meeting march 21 st 2011
Midwest User Group MeetingMarch 21st 2011

Customer Relationship Management

Presented by: Patrick Grace, QAD Pre-Sales Consultant

E-mail: pgz@qad.com

agenda
Agenda

What are common customer management challenges?

The QAD CRM Solution

What Differentiates QAD CRM?

CRM Product Demonstration

Future Direction

Summary & Benefits

Questions

customer management challenges
Customer Management Challenges
  • Sales Force
    • Sales reps visiting customers bombarded with complaints about problems they have no visibility of or ability to address.
    • Customer information fragmented, in multiple systems out of date and worse, only exists in up to date form on a salespersons laptop.
    • First sign of a deal in distress is the deal disappearing from the funnel
  • Customer Service
    • Customer complaints untracked with poor follow up
    • No visibility of customer problems to the Sales, Finance or Order fulfillment team
  • Marketing
    • No correlation of campaign expenditure to campaign success
    • Campaigns are miss-targeted resulting in previously loyal customers choosing opt out of future campaigns and wasted budget.
    • No ability to easily analyze campaign results and identify trends
the qad crm solution
The QAD CRM Solution

“During an economic recession, sustaining revenue growth or forestalling revenue erosion becomes even more critical.

Customer management improvement initiatives,supported by advanced business technologies, will continue to be critical to achieving this goal “

Forrester Research, Trends 2009: Customer Relationship Management, Dec 2008

  • Manage and win more opportunities with less resources
  • Ensure Accurate Sales Opportunity funnel data
  • Precise Sales Team Activity Control and Visibility
  • Single Source for Enterprise Customer Sales Contacts and Prospect Information
qad customer relationship management
QAD Customer Relationship Management
  • Part of QAD’s complete Customer Management solution for manufacturing:
    • Sales Force Automation
      • Contact Management
      • Profile Management
      • Activity Management
      • Opportunity Management
    • Customer Service
      • Customer Issue Management
      • Customer Console
    • Marketing Automation
      • Campaign Management
      • Tele-Scripting
system component overview
System Component Overview

QAD CRM

Sales

QAD Enterprise

Applications

Microsoft

Exchange

Marketing

Data Sync For

Remote Sales

Crystal Reports

Core Functions

System Integrations

Data

Management

Microsoft

Office

Customer

Service

what sets qad crm apart
What sets QAD CRM Apart ?
  • Integrated to Enterprise Applications
    • View Sales Data combined with your other customer data
  • QAD Remote Sales
    • Full mobile support to all CRM functions
  • Mail Server Integration
    • Contacts Calendars and Mail integration
  • Screen and Menu Customization capabilities
  • QAD CRM is targeted to your industry
    • Continued development to support your business model
mobile crm access
QAD Remote SalesMobile CRM Access

Off-site sales/marketing personnel can use the stand-alone version of the system installed on their remote/portable computers.

crm integration details
Enterprise Applications and ExchangeCRM Integration Details

MS Exchange

QAD Enterprise Solution

  • Outlook
  • E-Mails
  • Activities
  • Tasks
  • Contacts
  • Enterprise Applications
  • Addresses
  • Sales / Sales Orders
  • etc.
  • QAD-CRM
  • Addresses and Contacts
  • Sales Management
  • Marketing Management
  • Reporting

Data Synchronization

  • Products
  • Addresses (Customer, Supplier and End-user)
  • Sales quotation and Sales order
  • Installed base
  • Customer calls and Call Quotes
  • Service contracts and Quotes

11

11

outlook client additions
Exchange IntegrationOutlook Client Additions

Synchronize Outlook Data With QAD CRM

qad crm product development
QAD CRM Product Development

Near to medium term planning

future direction themes
Future Direction Themes

QAD Appshell Incorporation

Workflow

Expanded integration with other related QAD add-on modules

Expanded Mobility support

qad crm roadmap
Current Development Plans QAD CRM Roadmap

CRM 6.6

(Planned:September 2011)

CRM 6.7

(Tentative: 2012)

CRM 6.8

(To be finalized)

  • CRM Webclient GA
  • Customer Enhancements
  • Lotus Notes Integration
  • Exchange 2010 support
  • Mobile CRM Capability
  • QAD Configurator Integration
  • Computer Telephony Integration
benefits summary
Benefits & Summary
  • Manage and win more opportunities with less resources
  • Ensure Accurate Sales Opportunity funnel data
  • Precise Sales Team Activity Control and Visibility
  • Single Source for Enterprise Customer Sales Contacts and Prospect Information
  • Tight integration with QAD ERP, MS Outlook and MS Office
  • Remote Disconnected Access