AvideonCRM's Association for Manufaturing Technology CRM Presentation Date: Thursday, January 12, 2012 @ 11:00 a.m. ET Richard Wiklund of AvideonCRM leads this webinar, which focuses on a high-level view of how to use, implement and improve your CRM system. He will cover topics that appeal to all areas of CRM usage: Those who have a CRM and use it well, those who have a CRM and need to start using it better, and those who do not have a CRM and may have never heard of one. Everyone will walk away with something to get their sales season started off right! Speaker: Richard Wiklund, Salesforce Certified Consultant – CEO, AvideonCRM, LLC

1.  sales@avideon.com  (888) 368-1237 © AvideonCRM LLC IMTSedu Webinar Focus on Customer Relationship Management Speaker Richard Wiklund, Salesforce Certified Consultant – CEO, AvideonCRM, LLC

17. © AvideonCRM LLC What are the Characteristics of a CRM-driven Business?

25. How do you track information on your prospects and customers? © AvideonCRM LLC

26. What information do you gather to adequately plan for future demand? © AvideonCRM LLC

27. What does your partner ecosystem look like? How do you collaborate? © AvideonCRM LLC

28. How do you manage your OEM relationships? © AvideonCRM LLC

29. How do you handle customer support issues? © AvideonCRM LLC

30. How are you managing RMAs (Return Materials Authorization)? © AvideonCRM LLC

31. How do you manage customer product/feature requests? © AvideonCRM LLC

34. © AvideonCRM LLC 1960 ’ s Mainframe Computing 1990 ’ s Desktop Cloud Computing 2000 ’ s Mobile Cloud Computing 2010 ’ s Social Revolution 1970 ’ s Mini Computing 1980 ’ s Client/Server Computing Data Management Apps Business Logic Apps Process Automation Apps Web Apps Mobile Apps Social Apps Ten Year Computing Cycles 10X more users with each cycle

36. © AvideonCRM LLC © AvideonCRM LLC Source: Comscore , June 2011 Social Users Email Users 1.1 billion social users Social Revolution: Social Networking Surpasses Email 2007 2008 2009 2010 2011

37. 2010 2011 Usage Rest of the Web Sources: Ben Elowitz, Wetpaint / comScore Social Revolution: The Web is Shrinking, Social is Growing

38. Source: Gartner Research; Smartphone, Tablet, and PC Forecast, December 2010. 2013E 1.6 billion mobile devices by 2013 Desktop 2007 2008 2009 2010 2011E 2012E Laptops Smartphones Tablets Device Growth Social Revolution: Next Generation Devices Changing How We Access the Web

39. © AvideonCRM LLC Social Revolution: Employees Forcing an Unprecedented Pace of Change

40. Listen & Analyze Social Marketing Product & Partners Collaborate Service & Engage Integrate, Automate and Extend Connect & Sell Customers Employee-Facing Networks Customer-Facing Networks Enterprise CRM State of the Art Enterprise CRM In a Social Revolution

41. Logic/data Portability Any Device Ubiquitous Open No Hardware No Software Fast Automatic Upgrades Pay-as-you-go Many Learning Resources Easy Democratic Collaborative Economical Everyone The Platform: Multi-tenant Cloud Computing is the Core of the Enterprise CRM in a Social Network

42. It starts with a Customer Profile Customer Profile

43. What do they ‘like’? Where are they? What are they saying? How influential are they? Who are they connected to? Knowing Who They Are and What They “Like”…

44. Customers Partners Point of Sale (POS) Data Add All Your Data Sources To Complete The Customer Profile Back Office 1010101010101010110101010101011010101010101101010101010101010101010101010101010101010101010

45. The Employee-facing CRM Collaborate Service & Engage Integrate, Automate & Extend Connect & Sell Employee Network Enterprise CRM

46. Enterprise CRM Customer Social Networks & Partner/Product Portals The Customer-facing CRM Listen & Analyze Web/Social Marketing Product & Partners Integrate, Automate & Extend

47. Enterprise CRM Sales Connect & Sell Enterprise CRM Sales: Connect and Sell

48. Empower Your Sales Organization with the Enterprise CRM Average Percentage Improvements Reported by Customers World’s #1 Sales Application Accounts & Contacts Opportunities Collaboration Workflow Analytics File Sharing

49. Enterprise CRM Service Service & Engage Support: Service and Engage

50. 16,000+ Companies Third-party Research of Average Improvements Reported by Customers Service Cloud: Bring Your Customer Service into the Employee Social Network Social Monitoring Contact Center Dashboards & Reports Agent Collaboration Knowledge Communities Customer Service for the Social Enterprise

51. CRM Enterprise Integrated Automate & Extend 250,000 Apps on the Salesforce.com AppExchange Email / Web / Lead Nurturing / Finance / Back Office-ERP Cloud: Integrations

52. Smarter Decisions made as a Team Partnering with Clients Measure What Matters Share & Collaborate on Metrics Anyone Can Get Insights Fast

53. © AvideonCRM LLC CLOUD State of the Art – Enterprise CRM Supply Chain Automation Customer Portal Partner Portal Collaborate Field Service Products Listen & Analyze Customer Support Customer Sales Channel Sales The Customer

54. Real-Time Cloud Solutions for High Tech Hardware & Electronics Manufacturing Executive Team Operating Expenses OFR/OTD Leading Innovations Leads by Source Closed Business Sales Pipeline Revenue Trends Customer Satisfaction Support Channels Vision, Values, Metrics

55. Real-Time Cloud Solutions for High Tech Hardware & Electronics Manufacturing Executive Team Supply Chain Marketing Sales Service Supplier Management Materials Planning Purchasing Receiving Workforce Management Inventory Management Production Planning Shipping Lot and Asset Tracking Innovation Management Product Dev & Quality Launch Management Campaign Management Search Marketing Social Media Content Management Web Sites Multi-channel Marketing Key Account Management Trade Fund Management Territory Management Productivity Best Practices Partner Management eCommerce Order Capture Custom Products Sample Requests Call Center Chat Customer Portal Knowledge Management Email Warranty Management Community Management Field Service RMAs R&D Operating Expenses OFR/OTD Leading Innovations Leads by Source Closed Business Sales Pipeline Revenue Trends Customer Satisfaction Support Channels Vision, Values, Metrics

56. Real-Time Cloud Solutions for High Tech Hardware & Electronics Manufacturing Finance & HR Executive Team Supply Chain Marketing Sales Service Billing General Ledger & Budgeting Cash Management AP/AR Patent Tracking Employee Helpdesk Performance Management Time-off Manager Volunteer Tracking Recruiting Management Supplier Management Materials Planning Purchasing Receiving Workforce Management Inventory Management Production Planning Shipping Lot and Asset Tracking Innovation Management Product Dev & Quality Launch Management Campaign Management Search Marketing Social Media Content Management Web Sites Multi-channel Marketing Key Account Management Trade Fund Management Territory Management Productivity Best Practices Partner Management eCommerce Order Capture Custom Products Sample Requests Call Center Chat Customer Portal Knowledge Management Email Warranty Management Community Management Field Service RMAs R&D Operating Expenses OFR/OTD Leading Innovations Leads by Source Closed Business Sales Pipeline Revenue Trends Customer Satisfaction Support Channels Vision, Values, Metrics

57. Real-Time Cloud Solutions for High Tech Hardware & Electronics Manufacturing Information Technology Finance & HR Executive Team Supply Chain Marketing Sales Service Billing General Ledger & Budgeting Cash Management AP/AR Patent Tracking Employee Helpdesk Performance Management Time-off Manager Volunteer Tracking Recruiting Management Supplier Management Materials Planning Purchasing Receiving Workforce Management Inventory Management Production Planning Shipping Lot and Asset Tracking Innovation Management Product Dev & Quality Launch Management Campaign Management Search Marketing Social Media Content Management Web Sites Multi-channel Marketing Key Account Management Trade Fund Management Territory Management Productivity Best Practices Partner Management eCommerce Order Capture Custom Products Sample Requests Call Center Chat Customer Portal Knowledge Management Email Warranty Management Community Management Field Service RMAs IT Helpdesk Asset Management Portfolio Management Project Management Governance Operations Management Change Management Agile Development Vendor Management Quality Assurance R&D Operating Expenses OFR/OTD Leading Innovations Leads by Source Closed Business Sales Pipeline Revenue Trends Customer Satisfaction Support Channels Vision, Values, Metrics

58. Enterprise CRM is powerful, but complex.

59. © AvideonCRM LLC 2009 Forrester Research presents evidence that 47% of CRM projects fully meet expectations. 2009 Forrester: In a report titled, Answers To Five Frequently Asked Questions About CRM Projects , Forrester Vice President and Principal Analyst, Bill Band , presents evidence that under 50% of CRM projects fully meet expectations.

61. Avoid or fix common pitfalls in CRM deployment

76. Pick your battle, Fix it. © AvideonCRM LLC Develop Confident Users Set Data Quality Expectations Reduce Variability Demand Business Intelligence

77. Effective CRM © AvideonCRM LLC Should be accelerating your business, not simply reporting on it.

78. Sales © AvideonCRM LLC

79. Marketing © AvideonCRM LLC

80. Support © AvideonCRM LLC

81. Questions? Thank you. Rich Wiklund, CEO, AvideonCRM [email_address] © AvideonCRM LLC View the presentation online here at SlideShare.net, or by scanning the QR Code with your smart phone or tablet.