Your CRM consulting Partner CRM implementation - A Six sigma way PenguinCRM Pvt. Ltd. Hyderabad, India, Ph. no. +91 40 6524 1102 +91 40 6602 8556 www.penguincrm.com Email: sales@penguincrm.com info@penguincrm.com http://twitter.com/penguincrm http://www.facebook.com/pages/PenguinCRM/313580679871 Find us for more

1. Your CRM
consulting
Partner
Your CRM
consulting
Partner
CRM implementation
- A Six sigma way

2. Agenda
 What is CRM?
 CRM Matrix
 CRM and Six sigma
 Profit margin calculation for Six sigma and CRM implementation
 Some statistical facts for CRM implementation
 CRM integrates all customer interactions at one platform
 Benefits of CRM
 Critical success factors
 About SugarCRM
 SugarCRM feature matrix
 What Penguinians do?
 Our offerings

3.  CRM is a focused approach to customer-related processes.
 Gartner Says: CRM is a business strategy that leverages specific
technology, business processes, and a customer-focused culture
and management philosophy to attract and retain profitable
customers.
 Reality: Companies today have always focused on their customers.
 Companies today are addressing some of their customer-related activities,
but may want to address more
What is CRM?

4. Interaction ManagementInteraction Management
Customer/Account DataCustomer/Account Data
AnalyticsAnalytics
Potential CRM
Scope
A
COMMON
GOAL:
360°
Customer
View
CRM matrix

5. CRM and Six Sigma
Customers never think as organizations do:
 Customers experience the variance in each and every transaction
or purchase
 Customers value consistent and predictable business processes
and high-quality products
A perfect Six Sigma centered CRM implementation approach:
 focuses first on reducing variation, and then on improving process
capability.
improves understanding of customer behavior,
 allowing you to acquire new customers and build customer loyalty.
CRM practicing companies have deeper, more precise data analysis and
proven Six Sigma methods to understand the factors that drive customer
satisfaction and profitable relationships.

6. CRM supports the Six Sigma methodology DMAIC in the following ways:
 Define - business objectives, metrics, and product and process maps
based on industry-defined CRM metrics and process library.
Measure - quantify and Analyze defined output metrics leveraging
prebuilt, drill-down voice-of-the-customer analytics.
Improve - Control, and standardize processes through automation,
digitization, and use of best practices embedded in the business
applications.
CRM and Six Sigma…..

7. Five step approach can be helpful to deal with a structured CRM
implementation approach:
 defining objectives
 identifying core processes
 defining key, high-impact problems
 Planning the profitable execution
 Executing and realizing the CRM benefits
.
CRM and Six Sigma…..

8. Profit margin calculation for Six sigma
and CRM implementation
Industry benchmarks for Industrial Manufacturing indicate sales, general and
administrative expenses of 17 percent.
Assuming
• There indeed is 50 percent waste in customer-facing processes,
• 25 percent of this waste can be eliminated through improvements,
Then application of Six Sigma methodologies and CRM would result in
 An approximate 2.15 percent cost savings.
 Considering that average operating margins for the industry hover around 9.4
percent this cost savings would represent a 30 percent increase in profit
margin as a direct result of applying Six Sigma and CRM to customer-facing
processes.

9. Some statistical facts for CRM
implementation
 Revenue increases of 41%
 Decreased sales cycle times of 24%
 Lead conversions of 300%
 Decreased sales and marketing costs of 23%
 Improved profit margins of 2%
 Customer retention improvements of 27%

10. CRM Integrates all customer interactions
at one platform
Pre-sales
Automation
Sales Automation
Post sales automation
1
2
•Lead management
•Contact, Account,
opportunity management
•Sales pipeline
management
•Sales team management
•Activity, meetings and call
management
•Calendar management
•Drill down sales
dashboards and many
more……
•Online Marketing
Campaign management
•Bulk email management
•Campaign ROI calculator
•Newsletter management
•Personalize bulk mails
•Multiple account
management
•Customer support
automation
•Ticketing system
•Case/bug management
•Customer profiling
•Knowledge base
•Cross/up selling
opportunity management
and many more…….
3

11. Benefits of CRM
 Increased Revenue
• Improve Customer Retention
• Attract New Customers
• Up Sell – Cross Sell
 Decreased Costs
• Automate Tasks
• Improve Campaign Efficiency
• Improve Forecast Accuracy and Timeliness
 Intangibles
• Increase Customer Satisfaction
• Improve Product and Pricing Models
• Increase Knowledge Retention and implementation
• Differentiate yourself in the Marketplace
• Increase your Understanding of your Customers

12. Critical success factors
 Culture Shift (Product Centric  Customer Centric)
 Business Process Change (More Important than Technology Change)
 CEO Involvement (Executive Commitment)
 Performance Metrics (Determine Metrics / Establish Baseline)
 Software and Legacy System Integration (Avoid Data Pockets)
 Data Integrity (Common Across the Enterprise)
 Risk Management (Mitigate Regulatory Risk)
 Security Management (Control the Data you Collect)

13. About SugarCRM
SugarCRM is the world's leading provider of commercial open source
customer relationship management (CRM) software for companies of all
sizes. SugarCRM is an open source CRM Solution that is fast, flexible,
feature-rich and on top of everything, an affordable product.
It comes in Different flavors:
SugarCRM Community edition (no license, Just initial configuration and
desired customization is required
SugarCRM Professional (license based)
SugarCRM enterprise (license based)
 Commercially used by more than 50,000 companies across the world

14. Campaign Lead Contact Account OpportunityCampaignActivity Calendar
Dashboards CasesEmails
Role
management
These are the existing features of Community edition SugarCRM
ForecastForecast ReportsReports InvoicesInvoices Sales orderSales order ProductProduct QuoteQuote
These are the available features with commercial version and could be easily added with
community version of SugarCRM
Workflows
Ad-hoc
report
Hierarchy
management
Escalation
management
Auto
assignment
Asterisk
integration
Integration
with other
applications
SMS
integration
Integration
with BI tool
Other custom
development
Territory
management
These are the specific features which can be added or developed whenever asked for
SugarCRM feature matrix
Team
management
Team
management

15. What Penguinians do?
 Educating companies about Customer Relationship Management
best practices
 Business process blueprinting and suggesting the best suitable
CRM application
 Providing end to end SugarCRM implementation services
 Web based custom CRM development
 SugarCRM integration with various other legacy applications like
Websites, ERP, etc.
 Users and Admin training services for SugarCRM

16. Our offerings
CRMCRM
Related offerings
and CRM
integrations
Related offerings
and CRM
integrations
SugarCRM customization
Hosted SugarCRM
Hosted email
Marketing software
Lead management software
Sales force automation
Customer support software
Ticketing system
Custom made CRM applications
CRM for call centers
SugarCRM integration <> Asterisk
SugarCRM integration <> portals
SugarCRM integration <> ERP
applications
SugarCRM integration through web
services
CMS (Joomla, Drupal, wordpress) and
integrations
CRM product development and
integration with POS
Open source Business intelligence
tools customization and integrations

17. Your CRM
consulting partner
PenguinCRM Pvt. Ltd.
Hyderabad, India,
Ph. no. +91 40 6524 1102
+91 40 6602 8556
www.penguincrm.com
Email: sales@penguincrm.com
info@penguincrm.com
http://twitter.com/penguincrm
http://www.facebook.com/pages/PenguinCRM/313580679871
Find us for more