Asyma E3 2012

1. Customer Relation Management – Build your
business with CRM
Robert Greeno - Asyma Systems
Leanne Lowe – Sage

2. Agenda
• Common issues for business and organizations
• Why do we experience problems
• What really is CRM?
• What do business and organizations need to grow?
– Collaboration
– Insight
– Productivity
– Competitive advantage
• Why CRM?
• How will it help?
• And more
• Questions?

3. Common Business/Organization Issues
“I need a quick
and easy way for
me to see how
the business is
performing at
any given time” OWNER “I want to
“I need to be able
“I need to DIRECTORmaximize the
to calculate the
productivity of
know what cost per lead
all my
the sales easily and
pipeline
employees” MARKETING
SALES accurately”
looks like DONATION
quickly and MANAGER“It take me ages
easily” to roll up all the MANAGER “Marketing
campaigns are
reps’ forecasts
difficult to manage
into a team
and leads can go
forecast for my
missing”
boss”
“We don’t have an up
“Forecasts are to date log of all
difficult to create communications with
and time- “I want to have customers” “Our
consuming” “I sometimes spend access to the CUSTOMER processes
SALES my whole morning same customer
MEMBER
are not
trying to figure out information the automated so
who I’m meant to BACK OFFICE don’t want to re-
front office has “I
wasting time
be
SERVICE customer
follow-up with and so I understand issues
when” any customer ACCOUNTING entering the same sometimes
issues when I information into fall through
am chasing multiple places” the cracks”
payments”

4. Why Do Organizations Experience These
Difficulties?
Customer information is typically held in disparate locations right across the
company – leading to a myriad of problems
Outlook Marketing Remote Workers Finance Sales
CRM can help build
your business by CRM
bringing all elements
together
User

5. What is CRM?
CRM (Customer Relationship Management)
– Sales
– Marketing
– Customer Service
– Productivity and task management
– Process automation
– Calendaring
– Alerts and escalation
What is Customer?
– Client, patron, donor, consumer, vendor, member, home buyer/seller, subscriber,
distributor, etc…
CRM empowers your organization to manage relationships
5

6. Evolution of CRM
Contact and Calendar Management Rolodex
Sales Force Automation
Relationship
Management Enterprise Collaboration

7. CRM Facilitates Collaboration
Sales Marketing Support Finance Customers & Partners
CRM
Web self-service
Internal External

8. CRM Provides Insight
Sales
Marketing
Distribution
CRM Customers
Finance
Customer CRM delivers insight into customer information
Service
across multiple departments – for a holistic view of
the customer

9. CRM Improves Productivity
CRM
Outlook
Finance Sales Distribution Customer Marketing
Service
CRM that integrates with MS Outlook and delivers employees on
the road with always-available access to critical customer data
ensures maximum productivity

10. CRM Delivers Competitive Advantage
Multiple views of the
Departmental Departmental Departmental customer
Collaboration Customer Productivity
Insight & Efficiency One dimensional
insight
Disparate Systems
Single view of the customer
3600 insight
Extended 360 degree Org-wide
Enterprise Customer Productivity
Collaboration Insight & Efficiency
COMPETITIVE
CRM ADVANTAGE
CRM delivers a single view of the customer for better
Relationship management, delivering real competitive advantage

11. Why would I need CRM?
Is everyone working through a central portal to access
data?
Do you track as many interactions with people as possible?
Does your sales, marketing, finance, support, and
consulting teams interact with the same customers and
prospects?
Are leads potentially falling through the cracks?
Can anyone in your team pickup when someone is sick or
on vacation?
11

12. Management Dashboards

13. Employee Dashboards

14. Team/Employee Calendar/tasks

15. Collection Management

16. • Sage CRM and MS Outlook synchronization for Tasks and
Appointments, contacts and emails
– Communications are associated with Accounts for
ingoing and outgoing emails
16

17. Going Mobile
• iPad & Smart Phone
– Where ever you have phone access – you are
connected
– Ease of use
– Sales staff and execs can work from anywhere,
airport, car, hotel

18. Sage CRM for iPhone
Manage your customers on the move with
Sage CRM for iPhone
• Sage CRM for iPhone v1.1 comes with Sage CRM v7.1
• Enjoy a rich user experience, optimised for the iPhone
• Access real-time customer information, view customer cases and manage
opportunities and leads from your iPhone
• Quickly search for and update contacts, opportunities, leads and cases
• View your dashboard, calendar and communications and add new records
quickly and easily
• View and run Sage CRM reports on the move
• Leverage native Apple functionality such as the date spinner and the
accelerometer
• Utilise the ‘click-to-dial’ feature to call contacts directly from Sage CRM
• Boost productivity with anywhere access to critical customer data

19. and More!!!
eMarketing for Sage CRM
Maps integration
Managing Social Media within Sage CRM (Twitter feeds)
Sage CRM Community (tools at your disposal)

20. Integration with Social media

21. Inbuilt LinkedIn Integration

22. Build your business with CRM

23. Free anytime learning
course
www.sageu.com/accpac
Social CRM is…
•“is a philosophy & a business strategy,
supported by a technology platform, business
rules, workflow, processes & social 5 minute overview video
characteristics, designed to engage the www.youtube.com/watch?v=HYUErIx
customer in a collaborative conversation in YiPg
order to provide mutually beneficial value in a
trusted & transparent business environment.” The Sage ERP Learning Channel
–Paul Greenberg (2009) www.youtube.com/user/SageUERPLea
–http://the56group.typepad.com/pgreenblog/ rning
Interactive Documentation
www.youtube.com/user/SageAccpa
cDoc

24. Questions?
We do more than measure value, we help create it.
Our expertise in management, accounting and technology can help you grow a successful
business.
– Analyze & streamline business processes
– Business improvement support
– Customize business system design
– Manage costs and enhance revenue
– Technology enhancements
• Software selection
• Implementation and training
• Ongoing support
rgreeno@asyma.com
#1520 36th Street North #200 10520-178th Street #1309 151 Country Village Rd NE
Lethbridge AB T1H 5H8 Edmonton AB T5S 2J1 Calgary AB T3K 5X5
Phone 403-328-8188 Phone 780-448-9895 Phone 403-807-8985
Fax 403-381-8057 Fax 780-447-4960
Toll free 1-877-448-9895