How to compete with best-in-class companies and deliver the ultimate customer experience
Topics • Today’s business goals • Trends impacting customer service • Top performerswhat is different? • Sage solutions: ˗ Leveraging Sage ERP data ˗ Sage solutions #InspireTour
Today’s SMB’s top two goals:
Grow. Customer service.
It costs your company 4X to gain new customers versus retain existing ones. #InspireTour
51% 4x
The percentage of U.S. consumers who switched service providers in the past year due to poor customer service
Customers are four times more likely to defect based on service versus product and price. Source: CRM Magazine February 2014, volume 18, no. 2, pg. 17
Excellence in customer service matters. • Customer retention • Customer referral • Customer expansion
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Customer expectations are higher.
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M obil e
devices
Workers and customers are on mobile devices. h a ve a
positive affect o n custo
50%
vice mer ser
21% 70% #InspireTour
Are We a Mobile Society?
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Are We a Mobile Society?
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It takes care and attention to grow.
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Best-in-class performers 86%
in first contact resolution (46% industry average)
75%
customer retention (22-44% industry average)
11.4% year-over-year improvement in customer satisfaction rate 6.7%
year-over-year increase in revenue per customer Aberdeen Group 04/2014
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Best in class anticipate the customer across marketing, sales, and customer service. Customer activities – Understand the customer – Engage the customer – Respond quickly
Technology – Use social media – Offer online service – Work with centralized data – Actively use CRM
Aberdeen Group 04/2014
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Active use of CRM makes a significant difference to company performance.
“If we look at best in class, their platform of choice is clearly the CRM, with 94% of top performers indicating it as the most vital customer data storage location.�
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What is CRM? •
Business executives: managing business performance
•
Customer service: supporting customers and building relationships
•
Marketing: developing and managing the best programs
•
Sales: managing the right interactions during buyer’s journey
•
Operations: centralizing cross-departmental actions
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Customer relationship management At the center is the customer
CRM for customer service What it does:
Management of customer cases: • Calls, follow ups, escalations with notification alerts for major issues, and approvals Centralized knowledgebase Management of overall service: • Analyze calls, volumes, and areas of concern
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CRM for marketing What it does: Campaign management: •
Templates, emails, mailing lists, leads
Analysis of campaigns: •
Best sources and responses
Integration into sales activities: •
Handoff to sales in workflow
Identify the best customers to sell: •
Criteria ratings, transaction history, create follow-up lists #InspireTour
CRM for sales What it does: Manage sales activities: • Pipeline, assignments to right people, forecasting and reports • Calls, follow ups, emails, quotes, orders, closes, follow up Lead management: • Identification of top leads and not Calendars: • Appointments in one place, tied to activities with reminders Sales are kept informed on customer activities #InspireTour
Mobility, online service, social media use are common in customer service everywhere. #InspireTour
• • • • • • •
contact info email lists websites events leads closes invoices
• • • • •
orders credit licenses cases orders #InspireTour
Sage solutions for a better customer experience
Our solutions Sage CRM Sage ERP
Sage CRM Marketing
Sage CRM
Lead generation
Analysis
Sales cycle management
Sage CRM
Sage CRM
Quote And order Generation
Customer retention and customer sales Billing and collecting payment
Sage Billing and Payment Sage ERP
Service and fulfillment
Sage Mobile Service Sage CRM Sage ERP
Sage CRM Sage ERP Sage Mobile Sales
How much time does it take? • Verify credit terms • Verify available credit • Verify credit hold • Sales order history • Quote history • Inventory availability • Product/item pricing • Credit application • Customer history • Cross-departmental customer actions #InspireTour
“Front-end” to “back-end” office integration Integrated one-screen views: –
Orders
–
Invoices
–
Shipments
–
Credit limits
Customer insights– voice of customer understood Cross-departmental communications and activities Better accountability #InspireTour
Operational CRM ERP Connectivity and Integrated Profile
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Operational CRM Quick Order Entry
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Getting more out of your Website Web2Lead
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Reserve a Booth
Customer Self Service Customer logs issue
Case opens up for Customer Service
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Operational CRM Define Your Processes Using Workflow
Map the Process Analyze The Process Redesign the Process
Bottle neck
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Mobile Selling Sage CRM App and Responsive Design
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Easy-to-see customer service “case pipeline”
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The Info-Tech Small Enterprise CRM Vendor Landscape The Zones of the Landscape
The Info-Tech Vendor Landscape:
Champions receive high scores for most evaluation criteria and offer excellent value. They have a strong market presence and are usually the trend setters for the industry. Market Pillars are established players with very strong vendor credentials, but with more average product scores. Innovators have demonstrated innovative product strengths that act as their competitive advantage in appealing to niche segments of the market. Emerging Players are newer vendors who are starting to gain a foothold in the marketplace. They balance product and vendor attributes, though score lower relative to market Champions.
Salesforce.com OnContact CRM Microsoft Dynamics CRM
NetSuite CRM+
.
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Sage Mobile Sales: Give your salespeople the information they need.
Access past quotes and orders, customer contact details, and sales history.
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Sage Mobile Sales: Present a visual catalog.
Use multiple images to bring your products to life and offer “add-on,” “accessory,” and “substitution” products.
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Close more business with Sage Mobile Sales.
Place quotes and orders, take payment, and invoice using Sage Billing and Payment.
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Sage Mobile Service Sage Billing and Payment
• View schedule • Update Work Order • Get customer sign off off
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Next steps?
Dan Wain CRM Product Specialist
Dan.wain@sage.com Phone: 678-232-5721
Click Here
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Thank you!