Welcome to your new crm system!

Hello, everyone.

My name is John Montgomery.

I'm so excited to be with you here today to

walk you through your new C R M system.

Ah, and I wanted to congratulate you again on taking

this step forward in your business.

So before we get started, I want to remind you

of where you were before this point.

What was your life like as a business before you

decided to implement this customer, Rule it relationship management system.

So your view of the customers like this is like

this blank profile picture all of your customers, all of

the interactions that you have with him.

You're you're interacting with this anonymous person.

You don't know anything about them.

There's no way for you to build a relationship with

them. There's no way for you to figure out with

their likes are what their dislikes are.

There's no way for you to contact them toe, offer

new things based on what they've brought before.

It's like you're selling with a blindfold.

It's like you're selling to this invisible person, right?

This is what your life was like before you decided

to take this step to implement the C.

R. M.

system, right?

And because you're you're a small business.

The C R M to you is even Maur important,

right? What's the lifeblood of your business?

It's your customer, and it's what your customer says about

your business.

It's the word of mouth.

So it's very important for you as a business because

of your size, to build that mo mentum and to

build that word of mouth right and toe to make

this serum system work for you through the value add

of what your customers bring.

And so let's talk a little bit about what, exactly

is a customer relationship management system.

So Stairs and Reynolds defines the C R M system

as a system that helps a company manage all aspects

of customer encounters, including marketing, sales, distribution, accounting and customer

service. So think about the C R.

M as the hand it's It's your business hand that's

that's holding your customers.

Hand right.

It's the lifeblood of your business, right?

It's your it's your customer and because you're a small

organization like I said before, your interaction in your engagement

with them is even more important.

So your job as a business is to anticipate your

customers needs, and it's to meet your customers needs.

And so this c R M system is a tool

that's gonna help you achieve that.

So let's take a few moments to discuss some of

the key features to your new system and how those

features are actually gonna benefit your company.

And as we go through this presentation, just remember that

the purpose of these tools the purpose of these features

is to enhance your interaction with your customer.

And so I've adapted this next section, this next portion

from Fundamentals of Information Systems by Ralph Stare and George

Reynolds. And I've divided the features into two categories.

One business facing and number two customer facing.

And so when we talk about the business facing categories,

I've divided those down even further to data driven categories,

adding different categories.

Um, and so the 1st 1 is analysis.

And so when we look at analysis, analysis is the

foundation of the CME features right, and so to make

any informed decision, you have to be able to manipulate

your data efficiently.

And so, through the analysis tool, you have the ability

now to generate on demand reports, dashboards and those dashboards

and reports are gonna help you understand your customer trends.

They're gonna help you streamline your efforts to focus on

practices that actually work.

Right? So you're not wasting time.

You're not wasting money, and that's gonna ultimately increase your

profit and decrease your cost.

Another data driven point is the sales management.

And so you're CR M gives you the ability to

focus your analysis and to apply.

Apply it to meeting and anticipating your customers needs so

in your interactions because you have all the customer data

in one place.

A yourselves person.

You have all the customer data in one place.

You can do more than just sell them a product.

Now you can actually recommend them a product based on

all the information that's at your fingertips already.

So because you have all the information there, right in

front of you, you become more than just a sales

person. You become a caregiver innocence.

The next feature is marketing Ana May automation.

So this is your virtual sales management.

That's kind of how I like to think of it,

right? It's your virtual sales management.

So, just like a sales manager gathers and analyzes customer

data to capitalize on sales opportunities.

Marketing campaigns generated through your CRN can do the same

thing. And so done right data driven marketing targets, your

existing best customers and attracts more customers just like that.

So apart from these data driven features, I made a

separate category ease of access, right?

And so these are all kind of whittled down to

contact management, import contact data and access by mobile mobile

devices. And I've kind of I've grouped these together's together

because all of these features they go hand in hand

and saving you a lot of time and accessing your

customer data information so you can access it from anywhere

you can upload it from anywhere in your organization.

You can.

You can answer that data from anywhere.

Um, the caveat here as faras with access to mobile

devices that feature is available to you guys, but it

really just depends on what you decide.

Your policy is going to be whether or not you're

gonna allow, allow your employees to access, um, the CR

am from, say, their personal phone.

Or if you have a business phone, I'm not sure

how you guys have that set up yet, but that

feature is available to you if you want to use

it. I'm so moving on from the business facing features.

Two are more customer facing features.

First, we have social networking, and so we're all familiar

with social social, social networking, Facebook, Twitter, instagram, all of

those things.

And so a C R M strategy opens up a

lot of new opportunities on the social networks that didn't

exist before.

And so social networking done right can give your business

Ah, whole new lifeline.

You make you more personable, get making more approachable.

It could make you see more authentic.

It allows you a window into what your customers are

actually saying about you and about your business, and it

gives you an opportunity to have direct contact with them.

So it's It's a great avenue for that, Um, next

that would be customer support.

And so, in my opinion, all of these features go

into customer support, all of them.

So, in my opinion, this is the reason that I

see our names actually exists is because of customer support.

So if someone doesn't feel supported in a relationship right,

it's hard to make things work in that relationship.

And so the C R M gives you the ability

to access every touch point your customer has ever had

every sale every time they've called.

Every time you've called, every campaign has been sent.

So if there's ever an issue, your suit, your support

team or yourself sells, person can address whatever problem your

customer has completely quickly, and you'll get a record of

that as well, so you don't lose that information.

So these are all great features, right?

And if utilize correctly, they could really take your business

to a new level.

But we know that that is not always the case.

So Rodriguez and Honey cut in their 2011 article CR

EMS. Impact on Business a business sales professionals.

They say that investment in technology does not always in

with positive results, with 47% of Sierra in product projects

failing to meet expectations.

And so I don't say that to scare you.

I just want you to be aware that it's gonna

take Maur to be successful, and so how do you

reach successful implementation?

So in the 2016 article, the impact of customer relationship

management systems in small business enterprises.

Success is outlined in three ways is it's it's retained

by people, is attained by process and it's attained by

technology. So in the sense of people So you have

to have people We have to have you guys who

are sitting right here listening to this presentation committed to

learn, committed to figure out how the Sierra is gonna

work best for you and your every day on practices

committed to changing, committed to be involved in the process

of implementation and having a good attitude and being, you

know, ready and willing to work is not gonna work

without you guys.

Also on top of that is having a clear process,

right? And so a part of that is bringing me

out to take you through the implementation to ask you

to answer your questions to make sure that everything is

clear and precise that management is going well.

The scope and sequence and all of that is laid

out before we get started.

I'm checking in with you at the beginning, in the

middle at the end, and even after that, right, we

want to make sure that the process is clear, that

we have enough time for you guys to adjust that.

No one feels rest and everyone feels ready during this

implementation. So you are important.

The process is important and then the technology is important

as well.

So making sure that this year him and we've already

done that.

But making sure that this C.

R. M is the best fit for your business needs

is not too much is not too little.

It doesn't cost too much, but is right for what

you need as a business.

So to wrap up your new C R M gives

you the ability to take your customer interaction to a

deeper and more profitable level.

You can streamline your communication.

You can engage your customers with the right information quickly

and ultimately take your customer from being this a blank

profile picture.

Riel people.

So thank you so much for having me out today.

I look forward to working with you all during this

process, and so let's get started

Welcome to your new crm system!

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