crm-intro

What's the ROI on CRM?

According to a Forrester study,
ROI exceeded 245%.
Their study of 2000 employees found that:

  • 50% of teams improved productivity
  • Consultation time was reduced by 10%
  • Revenue increased by 2% during the study period alone
  • Customer service labor cost was reduced by 40%
  • Labor costs overall decreased by 20%
  • Marketing budgets for companies observed saved more than $75,000

CRM Solutions

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Sales Automation

  • - Opportunities & Forecasting
  • - Automated Follow-ups
  • - All “To-do” items in one place
  • - Quotes & Estimates
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Customer Service Management

  • - Assign items from orders to trouble ticket cases
  • - Create & share Knowledge-base articles
  • - Customers can create cases & RMAs online
  • - Upload documents & see case related email
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Marketing Automation

  • - Campaign Management
  • - Email Blast / Broadcasting
  • - Web to Lead forms
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Relationship Management

  • - Define & manage ALL your relationships
    --(Not just customer relationships)
  • - Define unique rules by relationship
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Messaging & Calendaring

  • - Integrate with your existing email
  • - See email correspondence within the
    --records they correlate to
  • - Business activity alerts within inbox
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Analytics & Workflow (aka “BPA”)

  • - Dynamic role based dashboard
  • - Workflow rules to automate common tasks
  • - Analyze lead source (what pages they visited)
  • - Set approval rules for common sales processes
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CRM Systems are famous for the “We give you a 360 degree view of the customer” axiom. But do they ?

Open a customer record in your CRM system, and see if you can find that customer’s full history of financial transactions, or email history, or RMAs, etc.. If it can’t than it’s not a “True” 360 degree view of your customer, and without that, really knowing your customer is a much more difficult challenge, one you’ll never have with BizAutomation.

Single version of the truth – It’s all about ONE database.

So what’s all this talk about a single database, and why should you care ?

A little technical background for you to ponder
Standalone CRM systems such as those available from SalesForce - like all apps, run on a database. These databases contain tables which relate to one another (called “relational theory”). This is awsome because they avoid the need to duplicate data through a neat trick referred to as “referential integrity” but ONLY so long as you keep tables properly related. THAT is what makes “Single version of the truth” possible. So for example, you might have a customer table that relates to a set of opportunity tables in what’s referred to as a one to many relationship, because one customer can contain many opportunities. In turn, those opportunities might contain items such as widgets and services, and yep those live in tables too, which relate back to the other tables. Because of these relationships, you always have a single version of the truth, so there's only one customer record, one item record, etc... all shared as needed. See how easy that was ?

Why connected apps across databases aren't ideal
When you take a CRM app such as SalesForce and you try to integrate data from OTHER databases such as data in your Accounting or Inventory software, THAT’S where you run into problems. Why ? Because the only way to do it is by making a duplicate copy of data from one database to the other. Now that you have multiple copies of the same customer, and item, etc…you bring a whole heap of problems to your business, because keeping those duplicates in sync for integrity of reporting, workflow, and basic tracking, becomes a tricky proposition indeed.