1.
Tạ Ngọc Thuần, MCT

2.
Who I am?
• Who I am?
• My presentation style as story telling
• Not sales presentation
• No table of content in advanced

3.
It is 6-7 times more expensive
to gain a new customer than
retain an existing customer.
Harvard Business Review
A five percent improvement
in customer retention rates
can yield a 25 percent to
100 percent increase in
profits.
The Loyalty Effect
Corporations lose
approximately half of their
customers within five years.
The Loyalty Effect

4.
• Lost opportunities due to lack of timely, accurate
information
• Lost repeat sales due to customer alienation and
mediocre customer service levels
• Lost productivity due to inefficient systems
• Errors in transactions due to data multi-entry
• Limited visibility into customer-centric business
processes
Key Business Concerns

5.
Pyramid of Customer Loyalty
Partner
Advocate
Supporter
Client
Customer
Prospect
Target Prospect
Customer
Keeping
Customer
Catching
Customer Development

6.
A good customer...
• Ensures you a flow of revenue and profits.
• Recommends you to friends, relatives, and colleagues
• Makes you the “favored supplier” in family/company
• Tries out your new products.
• Keeps you in business!

7.
It’s easy, CRM is Customer Relationship
Management

8.
So, what are customer relationships?

9.
marketing

10.
Sales

11.
Support

12.
Can be this?

13.
So, what do I need to do?

14.
Customers focused!!!
Customers

15.
And clear processes
Finance
Operations
Sales & Marketing

16.
And accept changes

17.
So, I need tools

18.
to create advantages

19.
It’s CRM software (or CRM in common

20.
But, how can I find the one I need?

21.
Define your vision

22.
Then business objectives and targets
O.G.S.M
and
S.M.A.R.T
method

23.
Budget and financial planning

24.
And time frame

25.
Choose the best fit
keep in mind

26.
not the best

27.
Now, orange or apple?

28.
Or mixed

29.
Score sheet with selection criteria

30.
Features first

31.
Security

32.
Scalable and flexibility

33.
Easy to use?

34.
Cost and payment timeline

35.
Vendor capability?

36.
Time frame

37.
remember
Check objectives
Financial analysis: Payback, ROI,
TCO, NPV…
And don’t let supplier lead you

38.
One
more!
This for
business
and
manage
ment
people,
not for
IT

39.
Ok! Apple. So, what next?

40.
Build a dedicated team

41.
With a good LEADER/PM

42.
And a detail project plan

43.
And right project management

44.
With management support

45.
It’s you, not software fail

46.
Sure, we can enjoy CRM

47.
And get sucess

48.
How about you?