Who I am?

• Who I am?

• My presentation style as story telling

• Not sales presentation

• No table of content in advanced

http://en.wikipedia.org/wiki/Customer_relationship_management

It is 6-7 times more expensive to gain a new customer than retain an existing customer.

Harvard Business Review

A five percent improvement in customer retention rates can yield a 25 percent to 100 percent increase in profits.The Loyalty Effect

Corporations lose approximately half of their customers within five years.

The Loyalty Effect

• Lost opportunities due to lack of timely, accurate information

• Lost repeat sales due to customer alienation and mediocre customer service levels

• Lost productivity due to inefficient systems

• Errors in transactions due to data multi-entry

• Limited visibility into customer-centric business processes

Key Business Concerns

Pyramid of Customer Loyalty

Partner

Advocate

Supporter

Client

Customer

Prospect

Target Prospect

Customer

Keeping

Customer

Catching

Customer Development

A good customer...

• Ensures you a flow of revenue and profits.

• Recommends you to friends, relatives, and colleagues

• Makes you the “favored supplier” in family/company

• Tries out your new products.

• Keeps you in business!

It’s easy, CRM is Customer Relationship Management

So, what are customer relationships?

marketing

Sales

Support

Can be this?

So, what do I need to do?

Customers focused!!!

Customers

And clear processes

Finance

Operations

Sales & Marketing

And accept changes

So, I need tools

to create advantages

It’s CRM software (or CRM in common)

But, how can I find the one I need?

Define your vision

Then business objectives and targets

O.G.S.Mand S.M.A.R.T method

Budget and financial planning

And time frame

Choose the best fit

keep in mind

not the best

Now, orange or apple?

Or mixed

Score sheet with selection criteria

Features first

Security

Scalable and flexibility

Easy to use?

Cost and payment timeline

Vendor capability?

Time frame

remember

Check objectives

Financial analysis: Payback, ROI,

TCO, NPV…

And don’t let supplier lead you

One more!

This for business

and manage

ment people, not for

IT

Ok! Apple. So, what next?

Build a dedicated team

With a good LEADER/PM

And a detail project plan

And right project management

With management support

It’s you, not software fail

Sure, we can enjoy CRM

And get sucess

How about you?