The document discusses customer relationship management (CRM) systems and their benefits. It defines CRM as a system that manages all customer interactions and activities with the goal of improving sales through better customer knowledge and engagement. It describes how CRM systems provide a 360-degree view of customers in one centralized place, making it easier to access customer information, manage opportunities and sales, and improve customer service. The document argues that CRM systems allow companies to take a more structured and data-driven approach to sales and customer management.

1. Your partner for a successful CRM Project
What is CRM?
Presented by Fandy Santoso
IBS Technology

2. Your partner for a successful CRM Project
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Definition
In a nutshell, Customer Relationship Management (CRM) is
a system that manage every activity done against and
relates to your customers. The ultimate goal of CRM is to
improve your sales by knowing and engaging your
customers better.
“
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3. Your partner for a successful CRM Project
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Sales
Customer
360° view
Marketing
Definition – CRM Modules
Customer
Service

4. Your partner for a successful CRM Project
IBS Technology
Problem Identification
WHY CRM?
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Why CRM? - Background
We have various channels of information and leads
Email from friends
Contact Us section
WhatsApp
Blackberry Messenger
Skype
Newspaper
Newsletter
Casual Chats
Lunch Meeting

6. Your partner for a successful CRM Project
We have several types of activity against our customers
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Call Meeting
Teleconference
Site Visit
Meeting at Customer
Receive Complaint
Annual Maintenance
Business Seminar
Customer Gathering
Why CRM? - Background

7. Your partner for a successful CRM Project
Unfortunately all the historical and upcoming information
are stored in many forms of media, and at times
independent from each other
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Why CRM? - Problem
Personal Computer Smartphones Piece of paper

8. Your partner for a successful CRM Project
With such condition, we will have hard time to perform the
following actions among other things
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Why CRM? - Problem
Data Searching
Data Aggregation
Customer Classification
Sales Steering
Activity Management
Opportunity Prioritization

9. Your partner for a successful CRM Project
CRM system places every aspect of your customer
in one single platform thus easing your effort to
gather the required information from each
individual places.
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Why CRM?

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Why CRM? – Real Example
Before walking into a meeting with customer, a sales rep
must prepare himself with several piece of critical
information such as
• Open points from previous appointments
• Open opportunities against the customer
• Work progress status of open complaints
• Outstanding invoices

11. Your partner for a successful CRM Project
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Why CRM? – Real Example
Open points from previous appointments
By having access to the above information, a sales rep can properly
address the points and define appropriate solution prior to the meeting.
This can be done irrespective who participated in the previous
appointments as the open points are recorded in the system.

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Why CRM? – Real Example
Open opportunities against the customer
By having access to the above information, a sales rep can ensure that all
open opportunities are properly actioned with your company’s standard
procedure at each stage of the opportunity. The system also assist the
sales rep to not lose/forget any opportunity and allows the management
team to monitor all opportunities from their dashboard view.

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Why CRM? – Real Example
Work progress status of open complaints
By having access to the above information, a sales rep can improve your
customer relationship level by first addressing their complaints and
informing its progress before offering them a new product or new price
list.
Additionally, the sales rep can also throw some brief follow-up questions
should the complaints have been closed, thus showing that your
company genuinely cares about the customer.

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Why CRM? – Real Example
Outstanding invoices
By having access to the above information, a sales rep can ensure that all
outstanding invoices are accurately inquired and collected. This can also
help the sales rep or management team to discern who their prime
customers are based on the payment history, thus letting you know if you
should give discount or better payment terms to such customers in order
to maintain them close to your company.

15. Your partner for a successful CRM Project
HOW CRM CAN IMPROVE YOUR
SALES?
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Solutions for You
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By having your information structured and organized in a
single platform, CRM can help you to maximize sales from
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How CRM can improve your Sales?
#1 New Customers
#2 Existing Customers
#3 Structured Sales Management

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How CRM can improve your Sales?
#1
New Customers
More efficient and aggressive sales approach
With the right system, you can analyze your standard operating
procedure and your best performer’s steps to success to find the best and
balanced practices. By sharing such best practices to everyone in the
team, you are virtually upgrading your frontliners to a greater height.
Systematic opportunity management
CRM can help your sales team to apply systematic and uniform approach
at each stage of their opportunities. As such you can simply look at the
sales funnel dashboard and know exactly where your opportunities are at.

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How CRM can improve your Sales?
#2
Existing Customers
Better and faster customer experience
As the system allows you to search through your customer database
easily, then your customer service team can also respond to any queries
from your customer faster and with uniform approach.
Proactive offering of scheduled maintenance/service
Your customer would appreciate when you let them know when their
next oil change schedule is right?
Improve cross/up-selling opportunities
Okay, you sold a house to a customer. Why don’t you offer him services
such as moving, painting or interior design the next day?

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How CRM can improve your Sales?
#3
Structured Sales Management
Sales steering to your target market
CRM allows you to monitor your sales team’s activity, as such giving you
the insight whether they are focusing their effort on the right target, your
definition of target market. Should they have gone astray, you can steer
them back based on the above activity information or even further by
amending their KPIs.
Reduce cost through elimination of unnecessary sales efforts
The same information from above can also be used to measure whether
your sales team has been utilizing the best approach against the
customers. Should you know for fact that your target market does not use
social media, then why bother the efforts?

20. Your partner for a successful CRM Project
Check out our other slides
for more information
PT IBS Teknologi Indonesia
sales.id@ibs-technology.com
www.solid.co.id
IBS Technology
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