3/29/2011

Integrating CRM & ERP

Social CRM

Mobile CRM

Email Marketing & CRM

สัมมนา บริหารความสัมพันธกับลูกคา ในวันนีแ้ ละอนาคต กับ 8 ธุุรกิจ

Today and Tomorrow of CRM Solutions

Mr. Navik Numsiang

T d
Today and Tomorrow of CRM Solutions
dT f CRM S l ti

1
 3/29/2011

What you will learn today?

 Definition of CRM
 Today CRM Solutions
y
 Tomorrow CRM Solutions
 Conclusion

Definition of CRM

“A philosophy and a business strategy, supported by a 
technology platform, business rules, processes and social 
characteristics designed to engage the customer in a
characteristics, designed to engage the customer in a 
collaborative conversation in order to provide mutually 
beneficial value in a trusted and transparent business 
environment.”

Greenberg P. (2010),  “CRM is a business 
CRM at the Speed of Light strategy designed to
optimize profitability, 
revenue and 
customer satisfaction”

2
 3/29/2011

Therefore…

 CRM incorporates all stages in the 
lifecycle from awareness, through 
consideration purchase loyalty and
consideration, purchase, loyalty and 
advocacy
 CRM incorporates every channel from 
direct communications such as email, to 
broadcast and social media and 
technologies
 CRM incorporates every Department
CRM i t D t t
from Marketing to Sales to Service and 
Technology

Today and Tomorrow of CRM Solutions

Phase 1 Phase 2 Phase 3

Phase 4
CRM  Multi‐ Analytics 
Social CRM
Social CRM
Infrastructure Channel CRM CRM

Global Data Model
Interaction Center  ROI, Customer 
Enterprise Separate Data Files
across business Analytics  Driven Interaction
Information

Focus on Customer  Web Ordering Profit Customer Operational Metrics 

Sales Data Product Config. and ROI Suggested Selling

Email Campaign Profit Segment &  Partnering

Marketing Campaign Mgt. Website, Data  campaign, Event 
Return on Sales
Return on Sales
Sh i
Sharing Tracking

Forward Value 
Focus on Efficient,  Consolidate SLA Stat 
Service not effectiveness
Self Service
Off‐shoring
Looking, Not Cost to 
Serve

On‐demand  Click Stream  Integrated within 

Web Web Enable
Integration Analysis function Area

3
 3/29/2011

Today CRM Solutions| 
CRM Infrastructure, Multi‐channel CRM and 
Analytics CRM

CRM Components

4
 3/29/2011

Sales Force Automation
Challenges in sales
 How can I optimize my 
pipeline?
 How can I drive more 
revenue?
 How can I streamline the 
sales process?
 How can I maximize all 
sales channels?
 How can my sales team 
close more sales orders in 
less time?

5
 3/29/2011

Account and Activity Management

Lead Management

6
 3/29/2011

Opportunity Management

Quotes & Order Management

7
 3/29/2011

Sales Forecasting

16

8
 3/29/2011

Marketing Automation

Challenges in marketing
 How can I do “more 
with less”?
 How can I get the most 
out of every interaction?
 How do I know that 
which campaign is 
effective?

List Segmentation & Group Management

9
 3/29/2011

Campaign Management

Outbound Call Management

10
 3/29/2011

Mass Email Management 
CRM provides for comprehensive mass email management
• CRM provides a full
automated facility for
mass email
management,
allowing users to
design compelling
HTML templates and
then carry out a mass
outbound emailing
against a target list
with a single click

• All communications,
including mass emails
are tracked against
the relevant contact
name

22

11
 3/29/2011

Customer Service Automation
Challenges in service
 How do we efficiency 
track, manage, and
track, manage, and 
escalate customer issues, 
requests, and compliant?
 How do we make sure all 
customer requests are 
tracked and completed?
 How do we effectively 
manage service costs
manage service costs 
without sacrificing 
customer satisfaction?
 How can I improve the 
quality of field service?

Case Management & Pipeline

12
 3/29/2011

Enhanced Customer Visibility with Workflow
CRM provides real-time customer service visibility and workflow
• Customer Service staff 
benefit from complete 
visibility on customer 
isibilit on c stomer
interaction including 
sales, marketing & 
finance

• Workflow automation 
ensures that service 
issues meet service level 
obligations and are
obligations and are 
progressed to 
satisfactory resolution 
on a timely and efficient 
basis

Customer Service Automation: SLA

13
 3/29/2011

Knowledge Base

Customer Self Service

14
 3/29/2011

Front‐To‐Back‐Office Integration

 Manage customer 
relationships more 
effectively
ff l
 Reduce costs
 Increase Profitability
 Achieve sustainable 
competitive advantage 
over the long term

Customer Inquiry

15
 3/29/2011

Multi‐Channel CRM

Email Marketing and CRM

16
 3/29/2011

ROI of Digital Channels

2011 Marketing Tactics Trend Survey

17
 3/29/2011

What’s Good about Email Marketing?

 Highly targeted
 Immediate
 Measurable
 Reach
 Cost Effective

eCampaign101

18
 3/29/2011

Synchronize Sage CRM Campaign Result

Mobile CRM

19
 3/29/2011

Effect of Mobile CRM

20
 3/29/2011

ROI for Mobile CRM

21
 3/29/2011

Click here to watch the VDO

Mash‐ups to CRM

22
 3/29/2011

Mash‐ups to CRM
A mash‐up is a web application 
that combines data from more 
than one source into a single 
view
integrated view.

Content used in mash‐ups is 
typically sourced from a third 
party via a Widget or API (web 
service).

 Minimized application data 
Minimized application data
management
 Reduced development effort

Make CRM SMARTER

Most Popular Mash‐up

23
 3/29/2011

Mash‐ups to CRM Dashboard

Cloud CRM

24
 3/29/2011

Choices, choices

Benefits of Deploying CRM in the Cloud

 Ease of use: Deploy 
infrastructure with a 
mouse anywhere any
mouse anywhere, any 
time
 Time to first productive 
use
 Lower Total Cost of 
Ownership
 Less restrictions and 
overhead for outside 
partner access

25
 3/29/2011

T
Tomorrow CRM | Social CRM
CRM | S i l CRM

New customer relationship means more than just mere on demand 
attention or mass customized products and services

Web 2.0 provoked an 
expansion of the R in the CRM
expansion of the R in the CRM 
acronym

Company / Customer
Company / Partner
Company / Competitor
Company / Company
Customer / Partner
Customer / Competitor
/ p
Customer / Customer
Partner / Competitor

26
 3/29/2011

Evolution of the CRM landscape
CRM 1.0 CRM 2.0

Customer Customer
Customer
Customer

Customer Customer
Customer Customer

Customer Custome

Competitor Supplier / Partner

Competitor Supplier / Partner

Customer Customer
Customer Customer

Your company
Your company
Customer Customer
Customer Customer Customer Customer

 Focus on individual relationship (company to customer,  • Focus on collaborative relationship (engaging a more complex 
company to partner, etc.) relationship network)

 Limited view of the customer and his community  • Multiple connections allow better understanding of the 
preferences, habits, etc. customer and his community
 Targeted messages generate value • Conversation generates value

Evolution of Customer Touch Points
CRM 1.0 CRM 2.0
• Blogs • Microblogs

• Price comparison website

• RSS • Podcast
• Phone • Phone
• Wikis
• Fax • Fax
F
• Social Networks
• Email • Email
• Service • Service
• Widgets

+
• Letters • Letters • Video sharing
• Personal contact • Personal contact
• Company’s website • Photo sharing
• Company’s website
• SMS • SMS
• Instant Messenger • Forums • Auction website
• Instant Messenger
• Chat • Chat
• Slides sharing
• Media • Media
• Reviews and ratings in retail sites
• Wish lists
• Social Bookmarking

 Single view of the customer based on the interactions  • Single view of the customer is far more complex to achieve. 
history, customer profile data residing in the company’s base  Besides internal information, the company must rely on external 
and data integration with internal systems information such as customer profiles in social networks and his 
behavior when participating in a community.
 Company owns the data but it is limited to previous 
interactions • Customer and other web 2.0 sites own part of the precious data

27
 3/29/2011

Evolution of Business Processes Modeling
CRM 1.0 CRM 2.0

Targeting Establishing
need

impressionss
Expansion

Acquisition

Decision
Sharing
Targeting

Expansion

Acquisition
Retention Experience
Retention

Customer Support processes

Marketing Sales Value
Service
Operation processes

• Company processes developed from the customer standpoint 
 Customer processes developed from the company  (company life cycle for the customer)
standpoint (customer life cycle for the company) 
• Conversation centric – include the conversation factor to 
 Process centric – adapt and optimize processes to support  establish brand community, enable idea capturing and better 
better customer interaction  segmentation
 Focused on CRM processes • Focused on the evolution of CRM processes and resulting 
impacts in the value chain

Evolution of Organizational Mindset
CRM 1.0 CRM 2.0

!
!
!
!
Interaction
Conversation
Contribution
Transaction
Feedback

Employee Customer Employees Customers

 Innovation comes from one specialized source within the  • Innovation is gathered from all employees as they are closely 
company (innovation group) connected to the final customer and to each other via internal 
web 2.0 tools. Customers are in the center of the innovation 
 Frontline employees communicate targeted messages for  cycle.
transactional operations 
• Frontline and non frontline employees engage conversations 
including new customers in the context and rerouting 
conversations. New set of employee skills needed.

28
 3/29/2011

Evolution of Technology
CRM 1.0 CRM 2.0
Monitoring /
Interconnecting tools

Conversation tools Data

C t
Customer mining
Owned
Data RSS Forums

Process Support Process Support

Account Management Account Management

Contact Management Contact Management
Activity Management Blogs Activity Management Widgets
Lead / Opp Management Lead / Opp Management
Campaign Management Campaign Management
Sales Management Sales Management
Service Management… APIs Service Management… Open Id
Podcast
Wikis

Social Networks Cloud

Computing
Brand monitoring
services

• CRM Solutions focused in automating and supporting internal  • CRM Solutions focused in community creation internal and 
business processes externally

Sage CRM for Twitter
Click here to watch the VDO

29
 3/29/2011

Th L t 3 Fi di
The Last… 3 Findings

1st Finding

Finally, the three fundamental blocks of CRM 
will undergo more rapid change. 
Year 2011 Year 2016
Analytics
CRM Social Social
1% CRM CRM

9% Analytics 10%
CRM
20%
Operational 
Operational  CRM
CRM
70%
90%

Source: Gartner

30
 3/29/2011

2nd Finding

● Big CRM does not get approved in a recession. 
Point projects tend to win and anything with 
an 'e' in front of it – ePoint, e‐commerce, e‐
marketing, e‐service ‐‐ tend to get approval.
Plan to shift budgets. Operational CRM will 
dominate, but expect and plan to shift toward 
analytics and social CRM
analytics and social CRM.

The Last:
Strategy comes first and Technology comes second
 That is absolutely critical to 
define your CRM Strategy 
before identifying what
before identifying what 
technology you need and 
how it should be configured
 There are 2 key reasons for 
this:
1. There is no clearly defined 
CRM strategy in advance of
CRM strategy in advance of 
deployment of the solution
2. As a result the wrong 
solution is chosen and 
deployed

31
 3/29/2011

Sage CRM

About The Sage Group plc

Sage is a leading supplier of business 
Sage is a leading supplier of business
management software and services to 
over 6 million customers worldwide. 
From small start‐ups to larger 
organisations, we make it easier for 
companies to manage their business 
processes.

Our vision is to be the most admired and respected business 
software and services provider in the world

32
 3/29/2011

Why Sage?
Sage is the leading global supplier of business management software and related 
products and services for small to mid‐sized businesses (SMBs)

Formed in 1981, the Sage Group is an innovative leader in CRM with over 3.1 
million Sage CRM Solutions users worldwide
million Sage CRM Solutions users worldwide

Sage is a global company with 6.3 million customers, over 13,400 employees and 
30 years experience 

Sage is backed by a network of over 30,000 Sage‐certified business partners 
globally, ensuring you get local, on‐the‐ground support 

With a direct presence in 24 countries and over 13,400 employees focused on 
business applications, Sage is committed to delivering best‐in‐class business 
solutions to SMBs globally

About Sage CRM

Sage CRM offers customers a 
rapid route to success and value 
d d l
through its focus on ease‐of‐
use, ease‐of‐deployment, ease‐
of‐customisation, ease‐of‐
integration, and ease‐of‐access 
anytime, anywhere. 

33
 3/29/2011

Accelerating CRM Success

Ease‐of‐Use Ease‐of‐Anywhere  Ease‐of‐ Business  Fast, Flexible 

Access Customisation Integration Deployment
• Easy to use • Fully web‐based for  • Sage ERP integration • Available on‐premise, 
anytime, anywhere access • Open architecture for easy  hosted or in the Cloud
• Intuitive user interface customisation • MS Exchange integration
• Web access from any  • Fully web‐based for rapid 
• Easy to navigate mobile device • Codeless customisation • MS Outlook integration roll‐out and ongoing 
administration
• Easy to learn and adopt • Bespoke iPhone experience • Fully customisable business  • Social media integration
process workflow
process  workflow  • Easy to use for rapid user 
• Easy to personalise • Real‐time synchronisation  orchestration • Web self‐service adoption
with MS Exchange 
• Roles‐based interactive  • Fully customisable  • Easy integration with third  • Rapid ROI
dashboards out‐of‐the‐ • 24hr access to up‐to‐date  dashboards party applications
box communications, calendar  • Low TCO
and contacts regardless of 
• Graphical workflow  device or location
orchestration out‐of‐the‐
box

What The Analysts Say

Gartner on Sage CRM
Strengths include:
End‐user usability
Core opportunity management
End‐to‐end business process support, such as "opportunity to cash" 
Source: Gartner Magic Quadrant for Sales Force Automation 28 July 2010

Forrester on Sage CRM
The solution’s primary strengths include a low price tag, strong usability, and 
quick time‐to‐value. The solution offers an intuitive admin UI, strong 
Source: Gartner Magic Quadrant for 
performance capabilities, and strong product help functionality. In 
Sales Force Automation 28 July 2010
addition, the product integrates well with other Sage back
addition, the product integrates well with other Sage back‐office
office software 
software
products.
Source: The Forrester Wave™: CRM Suites For Midsized Organizations, Q2 2010 , Forrester Research, Inc

34
 3/29/2011

Just Some of Our Customers

Automotive

Technology/
Technology/ 
Software

Services/ 
Retail

Membership 
Organisations

Leisure

Sage CRM for Sales - Features

Opportunity and Pipeline Management
Territory Management
Forecasting and Reporting
Sales Workflow
L dM
Lead Management t
Quotes and Orders Processing
Calendar Management
Mobile Solution
Powerful networking through                      
LinkedIn Integration
Sage CRM for iPhone

35
 3/29/2011

Sage CRM for Sales - Benefits

Ensures transparency in sales pipeline
Leads to better business planning from 
accurate forecasting
Provides visibility on sales performance 
Enables cross and up‐selling of 
Enables cross‐ and up selling of
opportunities
Decreases time spent on administrative 
tasks
Automates proposal and quotation 
processes
Increases visibility on customer 
interactions across organisation
Leverages financial information from the 
back‐office system

Sage CRM for Marketing - Features

Powerful e‐marketing capabilities
Automatic campaign results tracking
Open, click and bounce‐rate tracking
Over 90 attention‐grabbing templates out‐
of the box
of‐the‐box
Integrated telesales follow‐up
Campaign cloning
Document store and share
In‐call data modification
Customer profiling and analysis
Rapid lead to opportunity             
management

36
 3/29/2011

Sage CRM for Marketing - Benefits

Produces highly targeted customer 
communications
Ensures customers receive the right message 
at the right time
Enables accurate measurement of marketing
Enables accurate measurement of marketing 
campaign ROI
Enables users to quickly execute e‐marketing 
campaigns using pre‐designed email templates 
Enables marketing budget to be tracked and 
managed
Enables users to share best practice with 
colleagues and execute consistent campaigns

Sage CRM for Customer Service - Features

Case Management
Escalation and notification alerts
Knowledge base
Workflow approval process
D t il d
Detailed analysis on call volumes              
l i ll l
and case resolution 
Traffic light monitoring
Web self‐service
Staff performance monitoring
Bespoke company dashboard to provide 
tighter account management

37
 3/29/2011

Sage CRM for Customer Service - Benefits

Enables customer satisfaction 
measurement and benchmarking
Increases productivity of customer 
support representatives
Assists with performance management
Assists with performance management 
and motivates staff
Provides self‐service facility to customers 
around common issues
Delivers a single view of relevant and 
comprehensive information on the 
interactive dashboard
Empowers the customer service team 
to provide a consistent and excellent
to provide a consistent and excellent 
service to customers

Sage CRM for IT & Management - Features

Component Manager
Fast, flexible deployment options
On‐premise, on‐demand or Cloud‐
deployable
SData support
MS Exchange integration
Affordable and scalable
Reporting and analytics
Integration to ERP systems
Budget control

Sage CRM SageCRM.com Cloud‐deployable

38
 3/29/2011

Sage CRM for IT & Management - Benefits

Offers highly competitive total cost of 
ownership
Requires minimum configuration out‐of‐
the‐box
Easy to integrate with third‐party
Easy to integrate with third party 
applications
Integrates with Sage ERP for 360 degree 
view of customer
Drives revenue growth
Improves productivity across entire 
organisation
Delivers at‐a‐glance business insight        
via the interactive dashboard
i h i i d hb d

Sage CRM and Social Media – Features

Sage CRM for Twitter

LinkedIn Integration

IInteractive Dashboard
t ti D hb d
RSS feed gadget
Website gadget

LinkedIn Twitter

39
 3/29/2011

Sage CRM and Social Media - Benefits

LinkedIn Integration 
Enables sales team to better target 
prospects and prepare for sales call

f
Sage CRM for Twitter
Enables users to update, read and 
reply to Twitter directly from within 
Sage CRM
Provides marketing teams with the 
ability to extend and link marketing 
campaigns to Twitter

Interactive Dashboard Gadget
Provides users with instant access to blogs, 
websites directly from within Sage CRM

Why Sage CRM Wins

This is one of the most flexible tools
I have ever used. I can quickly and
easily modify the way my screen
looks by adding fields or making
other changes.
Kelly Wennik
Leading Indicator Systems
Sage CRM is going to allow me to
continue to grow the efficiencies
within the company without
increasing the overhead which is very
important.
Penelope Pearce
Source: Gartner Magic Quadrant for  Big Brothers Big Sisters
EcoWater
Sales Force Automation 28 July 2010
Sage CRM is the tool we use all day
long. It is vital in fact. We would lose
sight of our opportunities if we didn’t
have a system like Sage CRM.
Aine O’Mahony
CarTrawler
Source: Gartner Magic Quadrant for  more satisfying customer experience.
Sales Force Automation 28 July 2010
With Sage CRM we can see which publications,
newsletters and updates customers have received
and all interactions following the receipt of these.
Customers calling in response to an update are
now automatically informed of other services that
are available thus ensuringg we are making g the
most of every customer interaction.
Mark O’Connell
BDO Simpson Xavier
I sometimes forget that SageCRM.com
wasn’t built just for me.
Jeffrey Newland
With Sage CRM,
CRM we now have a system that
automates all of the administration in dealing
with our customer base. Our operators have
a full service and booking history of all the
callers. Call resolution is down making it a
Ann Gallagher
Avis

40
 3/29/2011

Helping over 10,000 Customers in 70 Countries Worldwide

Communicate, Collaborate and Compete

Sage CRM

Next Steps
Join the Sage CRM Community
User Community
Partner Community
Exclusive materials and downloads
Blogs and forums
Blogs and forums

Watch the Sage CRM Overview Video

Arrange a demo 
Contact your local Sage office or your 
authorised Sage business partner

41
 3/29/2011

Visit the Sage CRM Ecosystem at

www.sagecrm.com

Sage CRM

wwwsagecrmcom

Sage CRM (Official Group)

wwwsagecrmcom

Integrating CRM & ERP

Social CRM

Mobile CRM

Email Marketing & CRM

สัมมนา บริหารความสัมพันธกับลูกคา ในวันนีแ้ ละอนาคต กับ 8 ธุุรกิจ

Today and Tomorrow of CRM Solutions

More information about Sage CRM, please contact Sage Authorized Partner at
Sundae Solutions Co., Ltd.
Tel. 0 26348899
Email: marketing@sundae.co.th
Web: www.sundae.co.th

42