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CRM Overview: ROI on CRM
Our CRM implementations have enjoyed tremendous Return on Investment, with paybacks
occuring within the first two years. CRM helps focus your business and find
new opportunites from old data, amongst many other features.
Please find below a list of how CRM can enhance your business and realize a strong
ROI after implementation:
Customer Care ROI
Central Repository of Information with
Enterprise-Wide Access
Increase accuracy and consistency of information by
having all
employees access the same data
Consistent Information
Create customer loyalty by providing reliable service
Accurate Information
Provide the correct answer the first time, thereby
reducing redundant
phone calls and e-mails
Shared Resources
Create internal confidence and positive attitude in the
workplace
Resources are available and within reach
Document Library
Knowledge Management
Give employees/customers access to the same information,
including
white papers, quotes, manuals, collateral, etc.
Easy-to-Use Features:
Search Engines, Hyperlinks,
Scheduling, Team
Collaboration, Quick Access
to Multiple Addresses and
Contacts
Reduce employees’ interaction time with customers
Allow more time for improving customer satisfaction, building loyalty
and good internal morale
Speed up responses to customer issues
Ensure customer issues are handled by the right people
QuickLook Tab
View communications, cases and opportunities with contact and
company information
Enable employees to act on issues and resolve problems themselves
Call Center Efficiency
Improved Customer Service
CRM provides all the resources necessary to handle customer issues
quickly and correctly the first time
CRM helps increase:
Percentage of calls resolved the first time
Phone calls per employee
Automated Call Distribution (ACD) calls answered
Customer loyalty
Staff attendance
CRM helps reduce:
Total ACD calls
Redundant calls
Interaction times
Escalations
Hold times
Abandon rates
Average time-to-answer
Orders entered incorrectly
Other Improvements
Increased Efficiency
CRM frees up more time to invest in proactive “outbound”
calling,
assure follow-through of customer care issues and learn through staff
interaction
Marketing ROI
Structured Campaign Management
Real-Time Analysis Tools
Identify outstanding issues quickly with real-time reporting features
Cancel or accelerate campaigns according to their performance
Save lists and campaigns for future use
Automate cancellation of poor-performing campaigns
Campaign Detail Retention
Mirror successful campaigns without redundant data
entry
Easy-To-Use Features
Allow anyone to design and evaluate campaigns effectively
No additional staff or training required
Lead Generation and Distribution
Automated Processes
Reduce human errors
Make sure the right people get the information they need immediately
Tracking and Status/Stage
Reports
Evaluate lead status
Ensure company invests in opportunities most likely to close
Rapid Response by
Organization
Create customer loyalty by addressing customer needs instantly
Consistency Throughout Organization
Enterprise-Wide Access
Everyone has access to the documents in the central
library
Date and Time Stamp
Track communications in customer files by campaign
Authorized Access
Allow approved customers access to documents
Reducing Collateral Time to Approval, Print and Web Posting
Central Repository for
Collateral
Prevent collateral loss
Avoid using e-mail to transfer documents for approval
Prevent document transfer delays and lost e-mails
Authorized Access
Allow approved outsource companies access to documents and
use of
the central library
Alerts and Reminders
Alert users when approval is required
Remind users about project due dates
Web Self-Service
Enable internal and external users to finish projects in a
timely fashion
Avoid additional costs for last-minute print runs
Guarantee consistency and accuracy by working off the original
document
Reduce time to approve collateral and other documents
Sales Force Automation ROI
Lead Distribution
Automated Distribution
Fast response times regardless of the channel that
initially acquired
the lead
Alerts and Reminders
Ensure leads do not fall through the cracks
Real-time Analysis Tools
Produce up-to-date sales status and stage
information
Information Acquisition at
Lead Status
Acquire detailed customer, product and competitive information
Make sure the right people handle the right leads
Organized Sales Cycle
Escalation Management
Ensure sales prospects are dealing with the appropriate
person at
each stage of the sales cycle
Opportunity Tracking
Enable employees to address new issues as they arise
Access to details at every stage
Reduce requests for redundant customer information
Client Ownership
Follow leads all the way from prospect to after-sales care
Ensure clients always feel their needs are looked after, every step of
the way
Real-time Graphical Analysis
and Reporting
Access real-time data for strategic analysis and decision-making
Create customized reports based on user-selected data for better,
more relevant evaluations
Reduced Administration and
Redundancy
Shorten sales cycles
Allow more time to focus on the deals most likely to close
Internal Evaluation and Training Needs Assessment
Sales Cycle Analysis Tools
Analyze leads generated by territory
Evaluate the percentage of deals closing at each stage of the sales
cycle
Identify employee strengths and weaknesses
Evaluate sales follow-through effectiveness
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