เอกสารประกอบการบรรยาย today and tomorrow of crm solutions

8/7/2019 Today and Tomorrow of CRM Solutions

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Mobile CRM

Social CRM

Integrating CRM & ERP

Email Marketing & CRM

8 Today and Tomorrow of CRM Solutions

Mr.Navik Numsiang

o ayan omorrowo o u ons


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Whatyouwilllearntoday?

DefinitionofCRM

TodayCRMSolutions

TomorrowCRMSolutions

Conclusion

DefinitionofCRM

Aphilosophyandabusinessstrategy,supportedbya

technologyplatform,businessrules,processesandsocial

Aphilosophyandabusinessstrategy,supportedbya

technologyplatform,businessrules,processesandsocial

c arac er s cs, es gne oengage ecus omer na

collaborativeconversationinordertoprovidemutually

beneficial

value

in

a

trusted

and

transparent

business

environment.

c arac er s cs, es gne oengage ecus omer na

collaborativeconversationinordertoprovidemutually

beneficial

value

in

a

trusted

and

transparent

business

environment.

GreenbergP.(2010),

CRMattheSpeedofLight

CRMisabusiness

strategydesignedto

optimizeprofitability,

revenueand

customersatisfaction

CRMisabusiness

strategydesignedto

optimizeprofitability,

revenueand

customersatisfaction


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Therefore

CRMincorporatesallstagesinthe

lifecyclefromawareness,through

, ,

advocacy

CRMincorporateseverychannelfrom

directcommunicationssuchasemail,to

broadcastandsocialmediaand

technologies

ncorpora esevery epar men

fromMarketingtoSalestoServiceand

Technology

TodayandTomorrowofCRMSolutions

Phase1

CRM

Phase2

Multi

Phase3

AnalyticsPhase4

Enterprise

Sales

Marketing

Infrastructure

SeparateDataFiles

FocusonCustomerData

CampaignMgt.

ChannelCRM

InteractionCenter

acrossbusiness

WebOrdering

ProductConfig.

EmailCampaign

Website,Data

CRM

GlobalDataModel

Analytics

Information

ProfitCustomer

andROI

ProfitSegment&campaign,Event

ROI,Customer

DrivenInteraction

OperationalMetricsSuggestedSelling

Partnering

Return on Sales

Service

Web

FocusonEfficient,noteffectiveness

WebEnable

ar ng

SelfService

OndemandIntegration

ConsolidateSLAStatOffshoring

ClickStreamAnalysis

ForwardValueLooking,NotCostto

Serve

Integrated withinfunctionArea


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TodayCRMSolutions|

CRMInfrastructure,MultichannelCRMand

AnalyticsCRM

CRMComponents


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9

Challengesinsales

HowcanIoptimizemy

SalesForceAutomation

HowcanIdrivemore

revenue? HowcanIstreamlinethe

salesprocess?

HowcanImaximizeallsaleschannels?

Howcanmysalesteamclosemoresalesordersinlesstime?


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AccountandActivityManagement

LeadManagement


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OpportunityManagement

Quotes&OrderManagement


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SalesForecasting

16


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Challengesinmarketing

HowcanIdomore

MarketingAutomation

withless?

HowcanIgetthemost

outofeveryinteraction?

HowdoIknowthat

whichcampaignis

effective?

ListSegmentation&GroupManagement


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CampaignManagement

OutboundCallManagement


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MassEmailManagement

CRM provides for comprehensive mass email management

CRM provides a fullautomated facility for

management,allowing users todesign compellingHTML templates andthen carry out a massoutbound emailingagainst a target listwith a single click

All communications,including mass emailsare tracked againstthe relevant contactname

22


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Challengesinservice

Howdoweefficiencytrack mana e and

CustomerServiceAutomation

escalatecustomerissues,requests,andcompliant?

Howdowemakesureallcustomerrequestsaretrackedandcompleted?

Howdoweeffectively

withoutsacrificingcustomersatisfaction?

HowcanIimprovethequalityoffieldservice?

CaseManagement&Pipeline


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CRM provides real-time customer service visibility and workflow

CustomerServicestaff

benefitfromcomplete

EnhancedCustomerVisibilitywithWorkflow

v s yoncus omer

interactionincluding

sales,marketing&

finance

Workflowautomation

ensuresthatservice

issuesmeetservicelevel

progressedto

satisfactoryresolution

onatimelyandefficient

basis

CustomerServiceAutomation:SLA


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KnowledgeBase

CustomerSelfService


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FrontToBackOfficeIntegration

Managecustomer

relationshipsmore

effectively

Reducecosts

IncreaseProfitability

Achievesustainable

competitiveadvantage

over

the

long

term

CustomerInquiry


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MultiChannelCRM

EmailMarketingandCRM


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ROIofDigitalChannels

2011MarketingTacticsTrendSurvey


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Highlytargeted

Immediate

WhatsGoodaboutEmailMarketing?

Measurable

Reach

CostEffective

eCampaign101


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SynchronizeSageCRMCampaignResult

MobileCRM


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EffectofMobileCRM


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ROIforMobileCRM


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ClickheretowatchtheVDO

MashupstoCRM


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Amashup isawebapplicationthatcombinesdatafrommorethanonesourceintoasingle

MashupstoCRM

.

ContentusedinmashupsistypicallysourcedfromathirdpartyviaaWidget orAPI (webservice).

Minimized a lication datamanagement

Reduceddevelopmenteffort

MakeCRMSMARTER

MostPopularMashup


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MashupstoCRMDashboard

CloudCRM


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Choices,choices

Easeofuse:Deployinfrastructurewitha

BenefitsofDeployingCRMintheCloud

,time

Timetofirstproductiveuse

LowerTotalCostofOwnership

Lessrestrictionsandoverheadforoutsidepartneraccess


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omorrow oc a

Web2.0provokedan

Newcustomerrelationshipmeansmorethanjustmereondemand

attentionormasscustomizedproductsandservices

acronym

Company/CustomerCompany/Partner

Company/Competitor

Company/Company

Customer/Partner

Customer/Competitor

Customer/Customer

Partner/Competitor


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EvolutionoftheCRMlandscape

Customer

Customer

Customer Customer

CRM

1.0 CRM

2.0

Competitor Supplier / Partner

CustomerCustomer

Customer Customer

Competitor Supplier / Partner

CustomerCustomer

Customer Customer

Customer Custome

Focusonindividualrelationship(companytocustomer,

companytopartner, etc.)

Limitedviewofthecustomerandhiscommunity

preferences,habits,etc.

Targetedmessagesgeneratevalue

Your company

Customer Customer

Your company

Customer CustomerCustomer Customer

Focusoncollaborativerelationship(engagingamorecomplex

relationshipnetwork)

Multipleconnectionsallowbetterunderstandingofthe

customerandhiscommunity

Conversationgeneratesvalue

EvolutionofCustomerTouchPoints

Phone Phone

Blogs Microblogs

RSS

Wikis

Podcast

Price comparison website

CRM1.0 CRM2.0

Fax

Email Service

Letters Personal contact

Companys website SMS

Instant Messenger

Chat Media

ax Email

Service Letters

Personal contact

Companys website SMS

Instant Messenger Chat

Media

+

Social Networks

Widgets Video sharing

Forums

Wish lists

Reviews and ratings in retail sites

Photo sharing

Slides sharing

Auction website

Singleviewofthecustomerbasedontheinteractions

history, customerprofiledataresidinginthecompanysbase

anddataintegrationwithinternalsystems

Companyownsthedatabutitislimitedtoprevious

interactions

Singleviewofthecustomerisfarmorecomplextoachieve.

Besidesinternalinformation,thecompanymustrelyonexternal

informationsuchascustomerprofilesinsocialnetworksandhis

behaviorwhenparticipatinginacommunity.

Customer andotherweb2.0sitesownpartofthepreciousdata


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EvolutionofBusinessProcessesModeling

CRM

1.0 CRM

2.0

Establishingneed

Targeting

Experience

Sharing

impression

DecisionE

xpansion

Retention

Acquisition

Expansion

Targeting

Retention

Acquisition

Customerprocessesdevelopedfromthecompany

standpoint(customerlifecycleforthecompany)

Processcentric adaptandoptimizeprocessestosupport

bettercustomerinteraction

FocusedonCRMprocesses

Company processesdevelopedfromthecustomerstandpoint

(companylifecycleforthecustomer)

Conversationcentric includetheconversationfactorto

establishbrandcommunity,enableideacapturingandbetter

segmentation

FocusedontheevolutionofCRMprocessesandresulting

impactsinthevaluechain

Marketing SalesCustomerService

Support processes

Operation processes

Value

EvolutionofOrganizationalMindset

!!

CRM1.0 CRM2.0

!

!InteractionConversation

ContributionTransactionFeedback

Employee Customer Employees Customers

Innovationcomesfromonespecializedsourcewithinthe

company(innovationgroup)

Frontlineemployeescommunicatetargetedmessagesfor

transactionaloperations

Innovation isgatheredfromallemployeesastheyareclosely

connectedtothefinalcustomerandtoeachotherviainternal

web2.0tools.Customersareinthecenteroftheinnovation

cycle.

Frontline andnonfrontlineemployeesengageconversations

includingnewcustomersinthecontextandrerouting

conversations.Newsetofemployeeskillsneeded.


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EvolutionofTechnology

Conversation tools

Monitoring /Interconnecting tools

Data

CRM

1.0 CRM

2.0

Process Support

Account ManagementContact ManagementActivity Management

Lead / Opp ManagementCampaign Management

Sales ManagementService Management

Process Support

Account ManagementContact ManagementActivity Management

Lead / Opp ManagementCampaign Management

Sales ManagementService Management

RSS

Blogs

Wikis

Widgets

Forums

Podcast

mining

APIsOpen Id

ustomerOwnedData

CRMSolutionsfocusedinautomatingandsupportinginternalbusinessprocesses

CRMSolutionsfocusedincommunitycreationinternaland

externally

Social Networks

Brand monitoringservices

CloudComputing

SageCRMforTwitter

ClickheretowatchtheVDO


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e as n ngs

1stFinding

Finally,thethreefundamentalblocksofCRM

willundergomorerapidchange.

9%

1%

Year2011

20%

10%

Year2016

Operational Operational

CRM

Analytics

CRM SocialCRM

SocialCRM

Analytics

CRM

90%

70%

Source:Gartner

CRM


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2nd Finding

BigCRMdoesnotgetapprovedinarecession.

Pointprojectstendtowinandanythingwith

an'e'infrontofit ePoint,ecommerce,e

marketing,eservice tendtogetapproval.

Plantoshiftbudgets.OperationalCRMwill

dominate,butexpectandplantoshifttoward

.

Thatisabsolutelycriticalto

defineyourCRMStrategy

TheLast:

StrategycomesfirstandTechnologycomessecond

technologyyouneedand

howitshouldbeconfigured

Thereare2keyreasonsfor

this:

1. Thereisnoclearlydefined

CRM strate in advance of

deploymentofthesolution

2. Asaresultthewrong

solutionischosenand

deployed


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Sage CRM

About The Sage Group plc

managementsoftwareandservicesto

over6millioncustomersworldwide.

Fromsmallstartupstolarger

organisations, wemakeiteasierfor

companiestomanagetheirbusiness

processes.

Ourvisionistobethemostadmiredandrespectedbusiness

softwareandservicesproviderintheworld


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Why Sage?

Sageistheleadingglobalsupplierofbusinessmanagementsoftwareandrelated

productsandservicesforsmalltomidsizedbusinesses(SMBs)

Formedin1981,theSageGroupisaninnovativeleaderinCRMwithover3.1

million Sa e CRM Solutions users worldwide

Sageisaglobalcompanywith6.3millioncustomers,over13,400employeesand

30yearsexperience

Sageisbackedbyanetworkofover30,000Sagecertifiedbusinesspartners

globally,ensuringyougetlocal,onthegroundsupport

Withadirectpresencein24countriesandover13,400employeesfocusedon

businessapplications,Sageiscommittedtodeliveringbestinclassbusiness

solutionstoSMBsglobally

About Sage CRM

SageCRMofferscustomersa

rapidroutetosuccessandvalue

throughitsfocusoneaseof

use,easeofdeployment,ease

ofcustomisation,easeof

integration,andeaseofaccess

anytime,anywhere.


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Accelerating CRM Success

Easeof

Customisation

Openarchitectureforeasycustomisation

Codelesscustomisation

Fullycustomisablebusiness

Business

Integration

SageERPintegration

MSExchangeintegration

MSOutlookintegration

Socialmediaintegration

EaseofUse

Easytouse

Intuitiveuserinterface

Easytonavigate

Easytolearnandadopt

Fast,Flexible

Deployment

Availableonpremise,hostedorintheCloud

Fullywebbasedforrapidrolloutandongoing

administration

EaseofAnywhere

Access

Fullywebbasedforanytime,anywhereaccess

Webaccessfromanymobiledevice

BespokeiPhoneexperienceproc ss w or o w

orchestration

Fullycustomisabledashboards

Webselfservice

Easyintegrationwiththirdpartyapplications

Easytopersonalise

Rolesbasedinteractivedashboardsoutofthe

box

Graphicalworkfloworchestrationoutofthe

box

Easytouseforrapiduseradoption

RapidROI

LowTCO

Realtimesynchronisation

withMSExchange

24hraccesstouptodatecommunications,calendar

andcontactsregardlessof

deviceorlocation

What The Analysts Say

GartneronSageCRM

Strengthsinclude:

Enduserusability

Source:GartnerMagicQuadrant for

SalesForceAutomation28July2010

Coreopportunitymanagement

Endtoendbusinessprocesssupport,suchas"opportunitytocash"

ForresteronSageCRMThesolutionsprimarystrengthsincludealowpricetag,strongusability, and

quicktimetovalue.ThesolutionoffersanintuitiveadminUI,strong

performancecapabilities,andstrongproducthelpfunctionality. In

addition the roduct inte rates well with other Sa e backoffice software

Source:GartnerMagicQuadrantforSalesForceAutomation28July2010

,

products.

Source:TheForresterWave:CRMSuitesForMidsizedOrganizations,Q22010,ForresterResearch,Inc


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Just Some of Our Customers

Automotive

Software

Services/

Retail

Membership

Leisure

OpportunityandPipelineManagement

TerritoryManagement

Forecasting andReporting

SalesWorkflow

Sage CRM for Sales - Features

ea anagemen

QuotesandOrdersProcessing

CalendarManagement

MobileSolution

Powerfulnetworkingthrough

LinkedInIntegration

SageCRMforiPhone


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Sage CRM for Sales - Benefits

Ensurestransparencyinsalespipeline

Leadstobetterbusinessplanningfrom

accurateforecasting

Providesvisibilityonsalesperformance

opportunities

Decreasestimespentonadministrative

tasks

Automatesproposalandquotation

processes

Increasesvisibilityoncustomer

interactionsacrossorganisation

Leveragesfinancialinformationfromthe

backofficesystem

Powerfulemarketingcapabilities

Automaticcampaignresultstracking

Open,clickandbounceratetracking

Over90attentiongrabbingtemplatesout

Sage CRM for Marketing - Features

Integratedtelesalesfollowup

Campaigncloning

Documentstoreandshare

Incalldatamodification

Customerprofilingandanalysis

Rapidleadtoopportunity


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Sage CRM for Marketing - Benefits

Produceshighlytargetedcustomer

communications

Ensurescustomersreceivetherightmessage

attherighttime

Enables accurate measurement of marketin

campaignROI

Enablesuserstoquicklyexecuteemarketing

campaignsusingpredesignedemailtemplates

Enablesmarketingbudgettobetrackedand

managed

Enablesuserstosharebestpracticewith

colleaguesandexecuteconsistentcampaigns

CaseManagement

Escalationandnotificationalerts

Knowledgebase

Workflowapprovalprocess

Sage CRM for Customer Service - Features

e a e ana ys sonca vo umes

andcaseresolution

Trafficlightmonitoring

Webselfservice

Staffperformancemonitoring

Bespokecompanydashboardtoprovide

tighteraccountmanagement


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Sage CRM for Customer Service - Benefits

Enablescustomersatisfaction

measurementandbenchmarking

Increasesproductivityofcustomer

supportrepresentatives

Assists with erformance mana ement

andmotivatesstaff

Providesselfservicefacilitytocustomers

aroundcommonissues

Deliversasingleviewofrelevantand

comprehensiveinformationonthe

interactivedashboard

Empowersthecustomerserviceteam

service

to

customers

ComponentManager

Fast,flexibledeploymentoptions

Onpremise,ondemandorCloud

deployable

Sage CRM for IT & Management - Features

MSExchangeintegration

Affordable andscalable

Reportingandanalytics

IntegrationtoERPsystems

Budgetcontrol

SageCR M S age CRM. co m Clouddeployable


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Sage CRM for IT & Management - Benefits

Offershighlycompetitivetotalcostof

ownership

Requiresminimumconfiguration outof

thebox

Eas to inte rate with third art

applications

IntegrateswithSageERPfor360degree

viewofcustomer

Drivesrevenuegrowth

Improvesproductivityacrossentire

organisation

Deliversataglancebusinessinsight

viatheinteractivedashboard

SageCRMforTwitter

LinkedInIntegration

Sage CRM and Social Media Features

n erac ve as oar

RSSfeedgadget

Websitegadget

LinkedIn Twitter


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Sage CRM and Social Media - Benefits

LinkedInIntegration

Enablessalesteamtobettertarget

prospectsandprepareforsalescall

SageCRMforTwitter

Enablesuserstoupdate,readand

replytoTwitterdirectlyfromwithin

SageCRM

Providesmarketingteamswiththe

abilitytoextendandlinkmarketing

campaignstoTwitter

InteractiveDashboardGadget

Providesuserswithinstantaccesstoblogs,

websitesdirectlyfromwithinSageCRM

Why Sage CRM Wins

With Sage CRM we can see which publications,newsletters and updates customers have receivedand all interactions following the receipt of these.

Customers calling in response to an update arenow automatically informed of other services that

are available thus ensuring we are making the

This is one of the most flexible toolsI have ever used. I can quickly and

easily modify the way my screenlooks by adding fields or making

other changes.

Kel l Wennik



I sometimes forget that SageCRM.comwasnt built just for me.

Jeffrey Newland

Big Brothers Big Sisters

Sage CRM is going to allow me tocontinue to grow the efficiencies

within the company withoutincreasing the overhead which is very

important.

Penelope Pearce

EcoWater

most of every customer interaction.

Mark OConnell

BDO Simpson Xavier

Leading Indicator Systems

Sage CRM is the tool we use all day



age , we now ave a sys em aautomates all of the administration in dealingwith our customer base. Our operators have

a full service and booking history of all thecallers. Call resolution is down making it a

more satisfying customer experience.

Ann Gallagher

Avis

long. It is vital in fact. We would losesight of our opportunities if we didnt

have a system like Sage CRM.

Aine OMahony

CarTrawler


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Helping over 10,000 Customers in 70 Countries WorldwideCommunicate, Collaborate and Compete

Sage CRMSage CRM

Next Steps

JointheSageCRMCommunity

UserCommunity

PartnerCommunity

Exclusivematerialsanddownloads

WatchtheSageCRMOverviewVideo

Arrangeademo

ContactyourlocalSageofficeoryour

authorisedSagebusinesspartner


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Visit the Sage CRM Ecosystem atwww.sagecrm.com

Sage CRM

wwwsagecrmcom

Sage CRM (Official Group)

wwwsagecrmcom

Mobile CRM

Social CRM

Integrating CRM & ERP

Email Marketing & CRM

8 Today and Tomorrow of CRM Solutions

More informationaboutSageCRM,pleasecontactSageAuthorizedPartnerat

SundaeSolutionsCo.,Ltd.

Tel.026348899

Email:[email protected]

Web:www.sundae.co.th