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© 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM
Title page
© 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM
Today’s Speaker
Desmond Bristow
Maximizer CRM
Director of Professional Services
© 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM
Agenda
• Crucial components of an effective CRM
strategy
• The number of assets your CRM provides
• How to strategically impact the effectiveness of
your CRM
Steps to building an effective CRM strategy
• The role Maximizer CRM can play in supporting
your plan
© 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM
© 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM
CRM Strategy
• Companies that buy CRM and view it as a
technology initiative will fail to see results
• Without a clear plan you will under-perform
© 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM
What is CRM Strategy?
• Your CRM Strategy is the sum-total of all
planning, development and adoption activities
© 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM
© 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM
CRM Strategy Components
1. A well-planned vision and strategy
2. Clear understanding of customer segments
3. Actionable customer insight based on customer
needs and values
4. Customer-focused processes
5. Measures to ensure adoption
Source: Peppers & Rogers Group
© 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM
Executive Vision
• Alignment of CRM strategy with corporate
strategy
• Cross functional by nature
• Advocate for the customer
• Communicate
© 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM
Source: Peppers & Rogers Group
© 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM
Customer Segmentation
Identify customers individually
Differentiate customers or customer groups based
on their needs and value
Interact with customers in a way that benefits them
and the company
Customize the relationship over time based on
your understanding of their needs and value
Source: Peppers & Rogers Group
© 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM
Customer Segment Metrics
• Analyze CRM Information
• Adjust strategy and tactics based on client
information
• Goal is to discover “Golden Questions”
• What are your golden questions?
© 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM
Strategic Growth Metrics
• Leading Indicators
• Funnel & Pipeline Indicators
• Website Leads per X
• Inbound Calls per X
• Customer Services Call
• Goal is to uncover what “X Factor” drives Y Revenue
and Z Profit
• CRM is an excellent source of Critical #: People (B/S)
• Source for Capturing Brand Promise KPI
© 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM
Customer focused process design
• Benefit the customer
• Build the relationship with the customer
© 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM
Data Quality
• Build a data quality habit
• Your customer database is an asset
© 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM
7 Measures for CRM Adoption
• Successful Organizations:
• Prioritize Processes
• Set Policies
• Plan Performance Metrics
• Review Structure
• Audit Skillsets
• Create Rewards
• Build a Culture
© 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM
A Culture of Trust
• “a belief that company has the customers best
interests a heart”
© 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM
You have the power with Maximizer CRM to
strategically build your business
© 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM
Ready to discuss your strategy?
Email: info@maximizer.com
Phone: 1-800-804-6299
Building An Effective CRM Strategy

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Building An Effective CRM Strategy

  • 1. © 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM Title page
  • 2. © 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM Today’s Speaker Desmond Bristow Maximizer CRM Director of Professional Services
  • 3. © 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM Agenda • Crucial components of an effective CRM strategy • The number of assets your CRM provides • How to strategically impact the effectiveness of your CRM Steps to building an effective CRM strategy • The role Maximizer CRM can play in supporting your plan
  • 4. © 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM
  • 5. © 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM CRM Strategy • Companies that buy CRM and view it as a technology initiative will fail to see results • Without a clear plan you will under-perform
  • 6. © 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM What is CRM Strategy? • Your CRM Strategy is the sum-total of all planning, development and adoption activities
  • 7. © 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM
  • 8. © 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM CRM Strategy Components 1. A well-planned vision and strategy 2. Clear understanding of customer segments 3. Actionable customer insight based on customer needs and values 4. Customer-focused processes 5. Measures to ensure adoption Source: Peppers & Rogers Group
  • 9. © 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM Executive Vision • Alignment of CRM strategy with corporate strategy • Cross functional by nature • Advocate for the customer • Communicate
  • 10. © 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM Source: Peppers & Rogers Group
  • 11. © 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM Customer Segmentation Identify customers individually Differentiate customers or customer groups based on their needs and value Interact with customers in a way that benefits them and the company Customize the relationship over time based on your understanding of their needs and value Source: Peppers & Rogers Group
  • 12. © 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM Customer Segment Metrics • Analyze CRM Information • Adjust strategy and tactics based on client information • Goal is to discover “Golden Questions” • What are your golden questions?
  • 13. © 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM Strategic Growth Metrics • Leading Indicators • Funnel & Pipeline Indicators • Website Leads per X • Inbound Calls per X • Customer Services Call • Goal is to uncover what “X Factor” drives Y Revenue and Z Profit • CRM is an excellent source of Critical #: People (B/S) • Source for Capturing Brand Promise KPI
  • 14. © 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM Customer focused process design • Benefit the customer • Build the relationship with the customer
  • 15. © 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM Data Quality • Build a data quality habit • Your customer database is an asset
  • 16. © 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM 7 Measures for CRM Adoption • Successful Organizations: • Prioritize Processes • Set Policies • Plan Performance Metrics • Review Structure • Audit Skillsets • Create Rewards • Build a Culture
  • 17. © 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM A Culture of Trust • “a belief that company has the customers best interests a heart”
  • 18. © 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM You have the power with Maximizer CRM to strategically build your business
  • 19. © 2014 Maximizer Software Inc.WWW.MAXIMIZER.COM Ready to discuss your strategy? Email: info@maximizer.com Phone: 1-800-804-6299

Notas do Editor

  1. How do you reap the benefits of CRM? How do you get the best results from your CRM initiative?You have the power with Maximizer CRM to strategically build your business. It takes having a CRM Strategy. Example: 1 Page Strategic Plan* People Relationship Drivers (Employees, Customers, Shareholders)Productivity Drivers Key Thrusts
  2. More than a technology initiative. If you view buying CRM as a technology initiative.Example:
  3. A CRM solution can only be leveraged if you accept the assumption that your customer base in a Strategic Corporate Asset.
  4. Lean, Customer SegmentsHardExample:xxxxxx
  5. Golden Question Example: Pet owners who know there pet’s birthdate will spend 300% more on average per year on their pet.
  6. How do you reap the benefits of CRM? How do you get the best results from your CRM initiative? You have the power with Maximizer CRM to strategically build your business. It takes having a CRM Strategy. Example: