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Winning Retaining Clients, Part IITargeting Technologies and Tapping Your Market Dawn Marie Yankeelov President, ASPectx Dawny@ The CRM Industry I. Growth in CRM “Tech” What is a CRM tech tool? Defining CRM Tech Options Industry Problem Tribulations: The Barriers Changes in business processes slow IT delivery capability Unwillingness to change sales processes and incentives can stall acceptance of new systems The rate of technology change can be too quick for people to absorb it and adapt CRM Shifts Eye-Openers Metrics for Purchases Should Remain the Same Tap the Potential of eCRM—Web-based all the Way Total Cost of Ownership Total Cost of Ownership Total Cost of Ownership CRM Mainstream Migration CRM Marketers Break with Tradition Integration Outside The Product Class Moderate-Cost Entries Example: W Works with Microsoft Outlook Account Opportunity Mgmt. Enterprise Forecasting Activity Tracking Enterprise Lead Mgmt. Enterprise Data Synchronization Remote Access Cost: Licensing from $750/seat to $1500/seat (10); Service: Implementation, training 1.5x ASP $500 setup; $50 a month per user New Low-Cost Web Entries New Low Cost Web-Entries New Low-Cost Web Entries The Hotcakes of the Category The CRM Player Bringing Home the Bacon Verticals: SoftW II. Wireless and working CRM “Hot Spots” CRM Ramping Up CRM Plays CRM applications for wireless devices in: Customer service and support Help desk Sales force automation Field services Marketing automation Palm’s initiative in this area pivots on: Anywhere access to customer information Capture customer information and upload to enterprise system Increase the “touch” factor with customers Palm: Success Stories Palm: Present CRM Partners Palm: CRM Interact Commerce Corporation Saleslogix Wireless access to CRM applications from Siebel, PeopleSoft, and other vendors Front Range Solutions Goldmine Everywhere Real-time, wireless access to calendars and contacts Peregrine Systems Custo