Choosing the Right CRM

• Not CMS (Content Management System)

• CRM stands for Customer Relationship Management

• Typically used for managing sales or customer service

• Big dogs include Salesforce.com SugarCRM, ACT

What is CRM?

How Do You Get Leads?

?

• Referrals • Through your website• Networking • Partnerships• Word of Mouth • Advertising• …..Nepotism

How Do You Get Leads?

What do you do with these leads?

• Nothing...its all in my head and that's fine

What do you do with these leads?

• Nothing...its all in my head and that's fine• Add them to a spreadsheet

What do you do with these leads?

• Nothing...its all in my head and that's fine• Add them to a spreadsheet • Add yet another sticky note to your monitor

What do you do with these leads?

Low Tech CRM

Side effects of Low Tech CRM

• Nothing...its all in my head and that's fine• Add them to a spreadsheet • Add yet another sticky note to your monitor• Add them to a CRM System!

What do you do with these leads?

• Nothing...its all in my head and that's fine• Add them to a spreadsheet • Add yet another sticky note to your monitor• Add them to a CRM System!

What do you do with these leads?

• Customer RetentionRetain and expand your business and relationships with your customers through up-selling, cross-selling and servicing.

• Create Customer EvangelistsMake your customers so happy with your service that they evangelize your business for you.

• Customer AcquisitionEfficiently organize and qualify your prospects so you are only dealing with the leads most likely to bring you business

• Cost ReductionBy streamlining your sales and customer service processes, you can eliminate waste and increase efficiency. You can do more in less time.

Why Should You Care?

• If you want to organize and manage your sales process more efficiently

• To get more out of your existing leads

• Collaboration with team members

• Getting more reliable projections than "I swear this deal is hot"

• If you want sales to still function when your sales superstar is sick, or quits

When is CRM a Good Idea?

• If you are unwilling to commit to the CRM. CRM works best the more you use it, and the more details you give it.

• If you only have one or a few clients and don't need the structure a CRM provides (Although I would still recommend using some sort of system)

• If you are afraid of computers

When is CRM a Bad Idea?

• More companies adopting web based CRM software

• Smart phone CRM apps will help sales forces become more flexible and more mobile

• CRM Growth Report by AMR researchhttp://www.destinationcrm.com/Articles/News/Daily-News/Growth-Trend-Continues-for-CRM-49755.aspx

$12 Billion in 2006 $14 Billion in 2007 Estimated $22 Billion in 2012

The CRM Industry

Web BasedPros• Accessible from anywhere

• Easy to share data and collaborate with co-workers

• You usually gain access to free updates and upgrades as they are available

• Web-based software is typically more agile and flexible than their desktop counterparts

• Emphasis on usability

Cons• Can be slower than a desktop based

application

• Not available without internet

• If the company folds you might loose all your data

Different Types of CRMDesktop SoftwarePros

• Typically pretty fast

• All your data is stored locally

• No need for an internet connectionCons

• If your computer crashes your data is lost

• Not easy to collaborate and share data

• Slow to upgrade / update

• Salesforce.com – www.salesforce.comEnterprise

• SugarCRM – www.sugarcrm.comMid-size companies (Open Source)

• KarmaCRM – www.karmacrm.comIndividuals and small to mid-sized companies

Choosing the Right CRM

What is it good for?• Enterprise / Corporate customers• Companies requiring a LOT of customization and flexibility• People that need to rely on a big name• Many apps based on the SalesForce platform

Why? • Tons of flexibility • Many modules and add-ons• Integration with a lot of different platforms

SalesForce (Enterprise)

Contact View

Dashboard View

Customization View

What is it good for?• Easier to use than Salesforce• Free to setup on your web server for free• Good integration between Sales / Marketing and Customer

Support through user specific roles • Open Source

Why? • Has clearly defined roles for the various ways you use CRM• Since it is open source it is being actively developed by the

community• Simpler Interface than Salesforce

SugarCRM (Mid-Sized)

Contact View

Dashboard View

Customer Support View

KarmaCRM (Small to Medium)What is it good for?• Simple Intuitive Interface• Collaboration with Small Teams• CRM for Individuals • Quick User Adoption

Why? • Users only presented with the necessary options to avoid

confusion• Customer Driven Development • Minimal configuration necessary to get rolling

Contact View

Dashboard View

Calendar View

• Before selecting a system, actually use it for a bit, setup some customers or leads and get a feel for how it would work for you.

• Define who will be using the CRM– Salespeople– Customer Service Reps– Marketing Department– Help Desk Team

• Select a CRM that is flexible enough to conform to your business practices, not the other way around

• Establish company wide standards for your CRM to ensure everyone uses it the same way

Implementing CRM

• http://www.karmacrm.com/signup/new

• Use the invitation code: instantkarma

• We love your feedback, feel free to email me at [email protected] or message me on twitter:

• @metajp @karmacrm

Free Signup