Manage your franchisee and customers easily, on the cloud - A solution by SMEConnect.Asia
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The document discusses how customer relationship management (CRM) software can help small and medium-sized businesses improve customer retention without large investments. It promotes a CRM product called Second CRM that is hosted online and has three pricing tiers. The document also announces free CRM subscriptions and trainings available through the MSC Malaysia Cloud Computing Enablement Initiative.
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Manage your franchisee and customers easily, on the cloud - A solution by SMEConnect.Asia
- 1. Organize Your Business Second CRM – On Demand Customer Relationships MSC Malaysia Cloud Computing Enablement Initiative, 7th March 2012 © 2012 Soft Solvers Solutions. All Rights Reserved.
- 2. What is Business Improvement Boosted win rates by 27% Improved sales revenue by 34% Increased lead volume by 52% Cut service and support costs by 23% Without any Capital Investment Without hiring any New Staff Note: Figures based on a survey of 3,254 customers, by independent research firm MarketTools Inc, that uses On Demand CRM Solutions. © 2012 Soft Solvers Solutions. All Rights Reserved.
- 3. Customers Drive Business Success Effectively managing the customer lifecycle – from marketing to sales to service – is critical to every company’s profitability and growth. Today we’ll Focus on only One Thing How CRM can help in Improving Customer Retention © 2012 Soft Solvers Solutions. All Rights Reserved.
- 4. Customers Drive Business Success Effectively managing the customer lifecycle – from marketing to sales to service – is critical to every company’s profitability and growth. How CRM can help in Improving Customer Retention © 2012 Soft Solvers Solutions. All Rights Reserved.
- 5. Customer Retention Why Customers Leave © 2012 Soft Solvers Solutions. All Rights Reserved.
- 6. Customer Retention Benefits of Customer Retention Acquiring new customers can cost five times more than satisfying and retaining current customers A 2% increase in customer retention has the same effect on profits as cutting costs by 10% The avg company loses 10% of its customers each year A 5% reduction in customer defection rate can increase profits by 25-125%, depending on the industry The customer profitability rate tends to increase over the life of a retained customer © 2012 Soft Solvers Solutions. All Rights Reserved.
- 7. Customer Retention 3 Step Process Know Talk to Analyse Your Your Your Customer Customer Customer CRM © 2012 Soft Solvers Solutions. All Rights Reserved.
- 8. Know Your Customer Build Customer Database Though its not easy or possible but db is KING Knowing who your customers are What they like / dislike, prefer? Where do they hang out? Who influence them? How to Reach them? How to get it Loyalty Programme MLM Database Customer Support database Customer Survey, Feedbacks, etc © 2012 Soft Solvers Solutions. All Rights Reserved.
- 9. Talk to Your Customer Track Every Interaction Though its not easy or possible but still, db is KING Sending out Emails or Receiving Emails Phone, Faxes, SMS's Social Networks, Facebook, Twitter, etc Survey, Feedbacks How to do it Policy to Keep record of every interaction SLA based response via different modes Central database © 2012 Soft Solvers Solutions. All Rights Reserved.
- 10. Analyse Your Customer Separating Wheat from Chaff Though its not easy or possible but still, db is KING Best Customers Highest Revenue generating Highest Profit generating Worst Customers Not Moving or In Active Customers How to use it Run Targeted Campaigns / Promotions Cross Selling Up Selling © 2012 Soft Solvers Solutions. All Rights Reserved.
- 11. Recent Survey Its our own research Local Markets are small, export is the key growth driver, but barring the top companies, many small guys struggle while dealing with mature and professional businesses outside 70% SME’s don’t use automated quotes or invoices, 80% don’t even have complete profile of their Customers and more than 50% don’t even know what a CRM is and what it can do SME’s are afraid of buying Servers & Software, hire IT Guys and the problems that come with software - version upgrades, backups or system crash, data loss - et all and what most SME’s use … MS Excel © 2012 Soft Solvers Solutions. All Rights Reserved.
- 12. Introduction Who we ARE SoftSolvers - an MSC Malaysia Status Company in Cyberjaya Second CRM - Small & Medium Enterprises, who has never used any automated tool other than MS Excel - Everybody’s First CRM Sales Force Automation Invoicing & Payment Marketing Automation Purchasing & Inventory Tracking Customer Support Reporting & Analytics On Demand, No Investment on Servers or Software, No hassles to hire IT Guy, Secure Server, Automated daily backup, No Data loss 100% focused on Small companies – Best support and affordable pricing www.secondcrm.com © 2012 Soft Solvers Solutions. All Rights Reserved.
- 13. Editions & Pricing Second CRM Express Second CRM Standard Second CRM Professional RM20 /user /month RM50 /user /month RM85 /user /month Manage your customers and track Manage End to End Sales & Manage your Complete Business sales Marketing Ideal for first time CRM users, with Ideal for businesses, which are Ideal for businesses, with matured simple operations growing and intend to automate their process and working on taking it to operations for higher efficiencies the next level Centralised Customer database, track Everything Express has, plus ability to Everything Standard has, plus every interaction with them and track generate online quotes and invoices additional features to manage overall new sales leads and pipeline and manage campaigns business operations • Leads & Sales Pipeline • Product & Services Management • Manage Service Contracts Management • Quotation Management • Track Service Requests • Account & Contact Management • Mass Email & SMS Campaigns • Purchase Orders & Vendor • Sales Activity Tracking Management • Content Library • Standard & Custom Reports • Payment & Receipts • Sales Order & Invoicing • Web Mail with Email Templates • Custom Dashboard & Charts • Inventory Management • Calendaring & To Do • Project Management • Capture Web site leads Management • Asset Management • Configurable Workflows (with • SMS Messaging SMS alerts) • API for Application Integration © 2012 Soft Solvers Solutions. All Rights Reserved.
- 14. MSC Cloud Initiative FREE Subscription and FREE Training Six Month Free Subscription 5 Users for Six Months RM600 RM1,500 RM2,550 User and Administrative Training for 2 Persons (half day ) Just fill up the Purchase Order and our team will help you with Rest. © 2012 Soft Solvers Solutions. All Rights Reserved.
- 15. What we are DOING Second CRM OYB Workshops Organise Your Business www.secondcrm.com/oyb Half day, FREE awareness workshops for SME’s Learn: Note: Currently OYB Workshops are held only in What is Customer Relationship Management Kuala Lumpur, Malaysia. How to use CRM Software, with hands on training FREE Consultation on Implementing CRM Software © 2012 Soft Solvers Solutions. All Rights Reserved.
- 16. Thank You Questions & Answers For more info and online demo, please logon to www.secondcrm.com Soft Solvers Solutions Sdn Bhd C-G-17, SME Technopreneur Centre, 2270 Jalan Usahawan 2, Cyberjaya, 63000, Selangor, MALAYSIA Tel: +603 8315 6101 Fax: +603 8315 6102 Web: www.secondcrm.com Email: info@secondcrm.com © 2012 Soft Solvers Solutions. All Rights Reserved.