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
CRM
SugarCRM customization
Hosted SugarCRM
Hosted email
Marketing software
Lead management software
Sales force automation
Customer support software
Ticketing system
Custom made CRM applications
CRM for call centers
Related
offerings and
CRM
integrations
SugarCRM integration <> Asterisk
SugarCRM integration <> portals
SugarCRM integration <> ERP
applications
SugarCRM integration through web
services
CMS (Joomla, Drupal, wordpress) and
integrations
CRM product development and
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