Learn the basics of customer relationship management (CRM), including common terms, how to implement solutions, and what it can do for your company. Want more information? Download our free 2014 Beginner's Guide to CRM: http://bit.ly/TAGuideToCRM To find a custom CRM product recommendation that fits the specific needs of your work, visit: http://bit.ly/GetCRM1

1. GUIDE to CRM
How to find the best customer relationship management
software package for your business.

2. CRMat a glance
74%
CRM helps organizations manage their interactions with their
customers.
of businesses used CRM in 2013

3. This knowledge often leads to:
Businesses can use this data to:
1. Increased ROI
2. More personalized customer
and lead interactions
1. Find patterns among
customers
2. Track their progress through
the sales funnel
CRM applications can boost
employee productivity by 26.4 percent.

4. The Evolution of
CRMSoftware

5. entered the CRM market.
DATABASE MARKETING
came about in the
1980s
for MARKETING COMMUNICATIONS
COMPANIES FOCUSED ON
getting details such as
Names
Addresses
Phone numbers

6. Software as a Service (SaaS)
Salesforce introducing the first Software
as a Service CRM
Platform as a Service (PaaS)
In 2007, Salesforce developed PaaS as a way to make
custom applications for the Salesforce CRM.

7. CRM applications have added
MORE FEATURES
Platforms now integrate with:
Social Media
Business Intelligence
Systems

8. Major CRM Features
New features are constantly added, so
functionality varies greatly.
At their core, every CRM should have
CONTACT MANAGEMENT SOFTWARE and
DATABASE MARKETING

9. Contact
Management
Contact management creates a profile for
each customer with basic information.
phone
number
email
address
physical
address

10. Contact management helps businesses:
keep important
account information
UP TO DATE
and the sales process
ORGANIZED and EFFECIENT

11. Customer Interaction Management
Customer interaction management software
each touch-point a sales representative has
with a customer or prospect

12. Customer Interaction Management…
This helps companies determine which strategies are
CONSISTENTLY SUCCESSFUL
or
WHERE A RELATIONSHIP BROKE DOWN.

13. Sales Force
Automation
(SFA)
Sales force automation, helps automate a number of
sales process tasks including populating the user’s
calendar with the details of the meeting

14. Sales force automation often includes…
SALES FORECASTING FUNCTIONS
that
PREDICT FUTURE SALES FIGURES
based on
HISTORICAL DATA

15. SFA software can create in-depth productivity reports that
detail each sales reps performance and can come in
standalone best-of-breed applications.

16. SFA functions can even expand into inventory
management, and product knowledge management.

17. Choosing between the two comes down to the
needs of your business.

18. BEST-OF-BREED INTEGRATED
specialized tools that
excel at specific
tasks.
suites have a wide
range of functionality,
albeit in limited form.

19. A best-of-breed SFA platform is often the best option for
managing large amount of clients.

20. market research has shown that
SALES FORCE AUTOMATION IS THE MOST SOUGHT
AFTER BEST-OF-BREED APPLICATION,

21. Industry Specific
Before moving forward in the buying process you should investigate any CRM
platforms specific to your industry.
PACKAGED GOODS
ARCHITECTURE
ENGINEERING
CONSTRUCTION (AEC) and
FIELD SERVICE MANAGEMENT
are all examples

22. Overcoming the
Adoption Obstacle

23. As the CRM industry
has recently blossomed…
numerous studies surfaced detailing
LOW ADOPTION RATES
among companies attempting to implement this
new software.

24. LOW ADOPTION RATES
It’s imperative to gain an understanding of the
underlying causes of low adoption rates and move
to address them as swiftly as possible.

25. The Learning Curve
The factors are three-fold Inflated Expectations
Unnecessary
Functionality

26. THE LEARNING CURVE
Despite significant progress in user experience and
interface design, CRMs are still not the most intuitive
platforms to use.
The Solution: BETTER TRAINING

27. INFLATED EXPECTATIONS
Businesses often develop unrealistic benchmarks for
adoption and usage without properly assessing how
how much time it will take to achieve those results.
The Solution: RESEARCH

28. UNNECESSARY FUNCTIONALITY
While it’s tempting to choose a CRM with hundreds of
bells-and-whistles, the truth is that your employees
won’t use what they don’t need.
The Solution: PRIORITY BASED CONFIGURATION

29. After you’ve had time to assess the
successes and failures of deployment…
…revisit your
configuration and
make more informed
decisions about
functionality.

30. Current Market Trends

31. Mobile Applications
It’s predicted that the number of
CRM apps will surpass 1,200 this year,
demand for on-the-go information
continues to rise.

32. Customer Experience Management
Customer experience management (CEM) software is better thought of
as the next step in the evolution of CRMs. It adds to that by integrating
information such as customer’s online buying behavior, and in-store
purchases.

33. CRM software helps businesses maintain contact details, as well as past deals
they’ve closed. CEM helps businesses utilize such data in order to better
understand customer behavior.

34. Now that you've learned the basics, head over to our website where you can download the
complete guide or read more about how CRMs can help your business.
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