M implementation Your CRM
- A Six sigma way consulting
Partner
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
What is CRM?
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
CRM matrix
Potential CRM Interaction Management
Scope
A
COMMON
GOAL:
360°
Customer
View
Customer/Account Data
Analytics
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.
CRM and Six Sigma…..
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…..
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
.
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.
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%
CRM Integrates all customer interactions
at one platform
3 Post sales automation
•Online Marketing
Campaign •Multiple account
management management
•Bulk email
management 2 Sales Automation •Customer support
automation
•Campaign ROI •Lead management •Ticketing system
calculator •Contact, Account, •Case/bug
•Newsletter opportunity management
management management •Customer profiling
•Personalize bulk •Sales pipeline •Knowledge base
mails management •Cross/up selling
•Sales team
opportunity
management management and
•Activity, meetings
1 Pre-sales and call management
many more…….
Automation •Calendar
management
•Drill down sales
dashboards and
many more……
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
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)
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
SugarCRM feature matrix
Campai Calenda Campai Opportunit
Lead Contact Account Activity
gn r gn y
Role
Dashboard
Emails Cases managem
s
ent
These are the existing features of Community edition SugarCRM
Team
Sales
Forecast Reports Invoices Product Quote managem
order
ent
These are the available features with commercial version and could be
easily added with community version of SugarCRM
Hierarchy Escalation Auto
Ad-hoc Asterisk
Workflows managem managem assignmen
report integration
ent ent t
Integration Other
Territory
with other Integration SMS custom
manageme
application with BI tool integration developme
nt
s nt
These are the specific features which can be added or developed
whenever asked for
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
Our offerings
Related
offerings and
CRM
CRM
integrations
SugarCRM customization SugarCRM integration <> Asterisk
Hosted SugarCRM SugarCRM integration <> portals
Hosted email SugarCRM integration <> ERP
Marketing software applications
Lead management software SugarCRM integration through web
Sales force automation services
Customer support software CMS (Joomla, Drupal, wordpress) and
Ticketing system integrations
Custom made CRM applications CRM product development and
CRM for call centers integration with POS
Open source Business intelligence
tools customization and integrations
Your CRM
consulting partner
Find us for more
PenguinCRM Pvt. Ltd.
Hyderabad, India, http://twitter.com/penguincrm
Ph. no. +91 40 6524 1102
+91 40 6602 8556
www.penguincrm.com http://www.facebook.com/pages/PenguinCRM/313580679871
Email: sales@penguincrm.com
info@penguincrm.com
