welcome crm for manufacturers david willms infor global solutions
TRANSCRIPT
WELCOME
CRM for Manufacturers
David WillmsInfor Global Solutions
Agenda
Introduction Infor CRM overview Demonstration Questions, wrap-up
Manufacturing Companies…
are different from other
types of industry segments.
They make what they sell.
Manufacturing Characteristics
Vertically Integrated Business Process Design > Source > Make > Sell > Deliver > Service
Complex “customer” and channel relationships Direct sales, ‘inside sales”, Dealer Channel, End User
Time-to-Market Pressures Channel Management, Resource Planning, Fulfillment
Cost Pressures Product Cost, Sales Costs, Admin Costs, Supply Chain costs
Business Visibility Globalization, Partnerships, Supply Chain
Manufacturing Companies
Traditional “generic” CRM has limited value to manufacturing companies.
Additional value comes from an enterprise approach that extends CRM beyond sales – marketing- and service, to include product development, supply chain, operations, and accounting.
“ Only by taking on the challenges of integrating front and back-office operations can manufacturers obtain the competitive advantage that is necessary to hold onto and gain market position and – ultimately- improve financial performance”
From “The top 10 Sales and Customer Service Investments for midmarket manufacturers” by Rob Johnson AMR research report
Typical CRM Benefits - Tactical
More effective and efficient sales channel. Improved Pipeline visibility and forecasting Increased sales revenue – targeted selling Streamline selling process Reduced selling expense
More effective reach with marketing dollars Targeted lead generation & lead management Monitor campaign effectiveness More leads per dollar, more closes per lead
Improve customer service with less costs Increased customer retention and repeat sales Reduce cost of servicing customers Provide added value to your customer
Performance Improvement Potential Through CRM
Improvement Area Potential Amount *
Sales and Marketing Costs 10% - 16% savings Customer Service Costs 10% - 16% savings Inventory Reduction 5% - 15% savings Win Rate 1% - 6% increase Revenue 1% - 5% increase Quote / Proposal Generation Time 20% - 35% reduction Order Errors 25% - 50% reduction Forecast Accuracy 10% - 15%
improvement
* from AMR
CRM Benefits - Strategic
Provides tools to help innovate your business .
Create competitive advantage. Accelerate time-to-market. Equip the organization to be more agile. Create a customer-focused culture.
Simplified Manufacturers Customer Lifecycle Process Flow
LeadQualify &
DevelopServiceQuote / Order Fulfillment Ship / Invoice
informationinformation
Complex Processes
Multiple touch-points, but…No one “owns” the customer experience.
No one “sees” the entire customer life-cycle.
Sales RepSales Mgt.Marketing
Order Processing
Customer Service
Organizational Challenges
Distribution
Engineering
Accounting
Business Partners
LeadQualify &
DevelopServiceQuote / Order Fulfillment Ship / Invoice
informationinformation
ERP domain
Simplified Manufacturers Customer Lifecycle Process Flow
information
Non – Manufacturing / “Generic” CRM
LeadQualify &
DevelopServiceQuote / Order Inventory Ship / Invoice
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Marketing Sales Service
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information information
“D-I-Y” CRM Integration Costs - good things to know
To integrate a generic CRM package with ERP:•
3 to 5 times higher up-front costs 25% to 50% higher on-going costs Very long time-to-benefit - avg. 18 mos High likelihood of project failure
Profusion Confusion
Alphabet soupCM (contact management)SFA (sales force automation)CRM (customer relationship automation)
ImpostersScopeManufacturing focus
Scope ComparisonCharacteristics Functional Emphasis
Contact
Management Purpose: Tactical Scope: Worker Approach: Efficiency Structure: Contacts Integration: None
Sales Force Automation Purpose: Tactical Scope: Departmental Approach: Effectiveness Structure: Contacts / Accounts Integration: Task level
Customer Relationship Management Purpose: Strategic Scope: Enterprise Approach: Efficiency, Effectiveness,
Innovation Structure: Relationships, Hierarchical
Integration: Business Process level
Track contact names & addresses
“electronic Rolodex”
List tasks and to-do’s
Track appointments
Manage sales opportunities
Track selling activity
Word merge, spreadsheet reporting
Information sharing
Integrate all customer touch-points
(marketing, sales, ordering, fulfillment,
settlement, customer service…)
Span the entire customer lifecycle,
from new lead to repeat customer.
Streamline all customer acquisition &
retention processes; complex sales
process.
Performance metrics, analysis - data
foundation for BI and CVA
LeadQualify &
DevelopServiceQuote / Order Fulfillment Ship / Invoice
informationinformation
Provides a 360° view of your customer
lifecycle!
from lead to repeat customer
from marketing campaign to cash
only Infor CRM
Complete Visibility
Infor CRM as an integrated extension of your ERP system
Work with the most accurate and up-to-date information
Provide better and faster customer service
Have complete visibility of customer touch-points
Info
r C
RM
Info
r C
RM
Info
r ER
PIn
for
ER
P• Customer DataCustomer Data• Order TransactionsOrder Transactions• Quote TransactionsQuote Transactions
• Product DataProduct Data• Product AvailabilityProduct Availability Information Information• Pricing DataPricing Data• Orders, Quotes Orders, Quotes andand RMA StatusRMA Status
What is Infor CRM?
Sales Instant access to product, customer and prospect
information Track contacts, sales activities, quotes, follow-ups Visibility to emails, phone notes, service calls, etc. Work from anywhere
Sales Management Better Pipeline Visibility More accurate and timely forecasts Standardized selling processes for more effective
selling Management dashboards provide at-a-glance
status of sales activity.
What is Infor CRM?
Customer Service Improved Visibility of all Customer Activity Instant access to order – shipment information. Follow-up and escalation processes Track time and resources used in servicing
customers Customer Issue Tracking & Faster Resolution Knowledge Base accessible to the entire selling
team and customer self-service
What is Infor CRM?
MarketingTrack Campaign EffectivenessTargeted Lead Generation Streamline Lead Distribution &
TrackingControlled Collateral DistributionEasy List Management
What is Infor CRM?
MarketingTrack Campaign EffectivenessTargeted Lead Generation Streamline Lead Entry, Distribution &
TrackingControlled Collateral DistributionEasy List Management
Infor CRM technical features!
Familiar, Web browser interface. easy to use, easy to learn, easy to adopt
Single database with easy to configure & personalize customized detail and list views without programming.
Scalable: Turn on functions as you grow.
Secure & personalized see / do only what is relevant. user, groups screens , views territories, accounts
Out-of-the-box integration with: ERP MS Outlook MS Word MS Excel
Internet deployment plus work anytime / anywhere in un-tethered mode.
demonstration
Let’s have a look!
Summary
Manufacturers have unique CRM requirements. CRM is NOT just for the ‘sales department”. It is costly and risky to integrate a generic CRM package with
manufacturing ERP.
Infor CRM is the best fit for manufacturing companies.
Thank You
To learn more about CRM and other world-class business applications, please visit www.infor.com
or contact your Cistech representative