As good as never before - Best opportunities for CRM business
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As good as never before - Best opportunities for CRM business
- 1. AS GOOD AS NEVER BEFORE BEST OPPORTUNITIES FOR CRM BUSINESS CAS CRM PARTNER CONFERENCE 2018
- 2. ABOUT ME • Former tech journalist, freelancer, blogging about CRM www.crmreview.ro • https://www.linkedin.com/in/gabriel-vasile/
- 3. ONE GOOD NEWS 2017 CRM become the largest software market, overtaking database management systems $39.5 billion global market value (Gartner) https://www.gartner.com/newsroom/id/3871105
- 4. AND ONE GREAT NEWS 2018 CRM revenue will continue to take the lead of all software markets and be the fastest growing software market with a growth rate of 16 percent (Gartner) https://www.gartner.com/newsroom/id/3871105 MarketResearch Future: https://www.marketresearchfuture.com/reports/crm-software-market-4943 GrandView Research: https://www.grandviewresearch.com/industry-analysis/customer- relationship-management-crm-market
- 5. IS THIS POSSIBLE...? or is just enthusiasm from the analysts?
- 6. REALITY: THERE IS PLENTY OF SPACE TO GROW
- 7. DIGITAL ECONOMY IN EUROPE Digital Economy and Society Index Report 12 different elements: Internet Access, web presence, e-commerce, ERP usage, CRM usage, mobile users, etc.
- 8. DIGITAL ECONOMY IN EUROPE • Only a fifth of companies in the EU-28 are highly digitized • 40 % of companies in Denmark and the Netherlands • 1 from 10 in Bulgaria and Romania • 62% of Enterprises and 32 % of SMBs has a CRM in place. • Romanian Study for Sales and Marketing Forum - 25% from the responds were processing manually all data regarding customers and other 35% were using Excel.
- 9. WHAT IS DRIVING THE MARKET? • New technology (SmartEverything, Artificial Intelligence, Machine Learning, 360° view) • Cloud and subscription (SmartWe Team from 19.99 EUR/user/month) • Social Media (Facebook, The largest country) • GDPR or die (in Theater starting 25 of May) • Mobility (8 from 10 employees want to remote work/home office) • Pressure on productivity (https://www.etui.org/Publications2/Books/Benchmarking-Working-Europe- 2018 ) • Competition (Only 50% of European new business resist more than 5 years)
- 10. HOW TO TAKE ADVANTAGE Consultative approach/ Expert Knowledge Quality content Strong References/Customer Advocacy Trust
- 11. CONVERSATION IS THE NEW KING Email-marketing Lead nurturing Keep a business blog Business page on Social Media User group on LinkedIn Relationship Marketing Explain real benefits not fantasies
- 12. E-MAIL MARKETING – CAS TEMPLATES • Mailing templates in CAS Partner Portal
- 13. SOCIAL MEDIA COMPANY PROFILES
- 14. STORY TELLING / BLOGGING
- 15. THANK YOU!
Notas do Editor
- CRM is more than ever a good business to be in
- Digital Economy and Society Index Report 2018 shows some interesting figures for Integration of Digital Technology. Lets figure out what actually covers this Digital index: 12 different elements: Internet Access, web sales, ERP usage, CRM usage, mobility etc. Only a fifth of companies in the EU-28 are highly digitized, but the situation across countries is varied: while 40 % of companies in Denmark and the Netherlands are highly digitized, in Bulgaria and Romania it is 1 in 10. According to DESI 62% of Enterprises and 32 % of SMBs has a CRM in place. Working or not, European Statistic doesn't specify. Study for Romanian CAS Partner organizing a Sales and Marketing Forum shows that 25% from the responds were processing manually all data regarding customers and other 35% were using Excel.
- New technology from the aria of Artificial Intelligence, machine learning .. Business Solutions are getting more intelligent Cloud and subscription....The combination of cost and underutilization fear blocked a lot of SMB-s to invest in CRM related projects...Now the entrance level is low, subscriptions made CRM available for every company...no matter how small it is. SmartWee Team version costs 19.99 euro...its almost the equivalent of a stake in a restaurant. Low price means low risk so SMBs has no price barrier in CRM adoption. Social Media. Facebook is the largest country in the world...people are interacting more and discussing about the stuff in their life, including product they buy, place they visit, services thay consume...So, we have to be there to listen, adjust, influence, sell etc. Manually it to complicated...so need tools. Business using social media to engage with customers and partners (from 15% in 2013 to 21% of enterprises in 2017). GDPR Collect and process personal data...typically are store in CRY. Adopting a CRM is one of the mandatory steps for coping with GDPR,…but the proper CRM has privacy by design.. Mobility 8 from 10 employees (knowledge workers) wish to work from outside the office...Study last month in Bucharest...Probably the situation is similar in any other major city. So, from a sales and marketing perspective...Mobile CRM is a must. Pressure on productivity. Working force became more and more expensive...employees' wages across Eastern Europe have flourished. Bulgarians pocketed a 55% increase in average pay between 2010 and 2017, while Latvians took home an extra 44% Romania – 55% . 2016 Barriers to SME growth in Europe Competition is becoming fierce due to simple business model replication, market globalization, legislation and reglementation. Only 50% of European new business resist more than 5 years The main problems were: finding customers (25%), the availability of skilled staff or experienced managers (18%), competition (14% ), regulation (13% in 2015), costs of production or labour (13%) and access to finance (10% ).
- Marketing myth? .... Maybe the procent arent so accurate or maybe its nor generally aplicable...BUT are not far from the truth 57% of the purchase decision is complete before a customer even calls a supplier.” 67% of the buyer’s journey is now done digitally On the other hand....Forrester research indicates that the conversation with sales reps is still a strong source of buyer influence. Consultative approach. Cloud on prem...doesn't matter, clients need quality support before they buy. In B2B from „buying persona” to „buying team profile” with leader (formal or informal) involved Close to the customer, expert knowledge, very good consulting, being a role model in CRM, taking care also for existing customers) Quality content...B2B buyers look for online information, so your site, your social media pages have to be prepared, ready and fresh Pay attention to references...Its important to reference a high number of customer, from different niches, sizes and profiles. A success story has a short life, its difficult to convince a prospect with a project implemented 5 years ago. Customer Advocacy (Fan principle in CASgenesisWorld) Trust...Trust could be more important that price