CRM is more than a solution. It’s a business strategy, a vision!

CRM is the integration of business processes and strategies, with technology, to allow companies, from small to large, to achieve their corporate objectives.

It takes into consideration all aspects of a company’s interaction with its customers in order to build strong and long-lasting relationships.

Business processes and strategies:

Customer relationship specific to your company

1. Pre-sales
Generating new leads and converting them into customers

• How are new prospects found?
• How does your best customers’ profile compare to that of your prospects?
• How many monthly leads are required to achieve your corporate goals?
• How are leads followed-up?
• What are your lead-conversion rates?

2. Sales
Development, growth and follow-up of sales
Determine the following:

• Your sales teams’ responsibilities
• Information to be accessed to improve sales
• Required steps, from initial prospect contact to closing sales
• Duration of sales cycle
• Sales time for each representative
• Strengths and weaknesses of sales force.

3. Post-sales:
Improving customer support and building customer loyalty

• What is your customers’ buying cycle?
• What are the after-sales activities?
• What is your response time and request-resolution time?
• What is the quality of customer profile and history information on record?
• Is customer feedback directed to the right department in a timely manner?
• Are customer requests recorded and how is customer satisfaction measured?

Technology:

Once the business relationship step is established, what is the procedure and what are the corporate objectives?

CRM software allows you to simplify and automate many of the functions within the sales, marketing and customer service departments.

Why CRM?

• 80% of your income is generated by 20% of your customers. Do you want to know who they are?
• What is the profile of your best customers?
• The Cost of new customer acquisition is 10 times higher than the cost of repeat business from existing customers.

CRM benefits

• The strengthening of the relationship between the customer and the company
• The identification and analysis of customer needs
• The sharing of strategic information
• A coordinated approach by sales, marketing and customer service

CRM allows you to

• Win new customers
• Enhance loyalty and retain existing customers
• Increase cross-sell and up-sell rates
• Improve sales, customer service and marketing productivity.

Contact management vs Customer Relationship Management

• Contact management: is simply the management of contact information
• CRM: is a 360-degree view and management of the entire relationship process; it encompasses sales, marketing and customer service.

Return on investment of CRM project (ROI)

Many factors can deliver cost reduction and increased revenue

Sales force

• Improved sales support
• Faster integration of new sales representatives
• Capitalization of selling time
• Improving your sales closing rates

The company

• Reduction of sales and marketing costs
• Improvement of results
• Attrition reduction
• Quality customer information: Real-time company-wide access.

The customers

• An appreciable improvement in business climate and quality of contact
• An increase in customer loyalty