Client Relationship Management Solutions :Client Relationship Management Solutions Arpeggio Acoustic Consultants, LLC


Introduction :Introduction Current Situation Desires Define the problem Solutions Sustainability Low cost Scalability


Arpeggio’s current situation :Arpeggio’s current situation Marketing tools Website Flyers Brochures


Slide 4:Arpeggio’s current situation Marketing tools Marketing ventures Email campaigns Direct mail Word-of-mouth


Slide 5:Arpeggio’s current situation Marketing tools Marketing ventures Marketing methods 6 partners 6 ways of managing relationships


Slide 6:Arpeggio’s current situation Marketing tools Marketing ventures Marketing methods Lack of a comprehensive system that manages everything efficiently


Arpeggio’s desires: :Arpeggio’s desires: Global contact database A System for managing contacts: Who contacted whom? Including contacts in marketing Link data to website Greater collaboration between partners


Defining the problem :Defining the problem Client Relationship Management (CRM) Simple definition: methods that companies use to interact with customers


Client Relationship Management :Client Relationship Management Taking a client from start to finish


Client Relationship Management :Client Relationship Management Some conventional wisdom: “Initiatives often fail because implementation was limited to software installation, without providing the context for employees to learn.” Rigby, Darrell K.; Frederick F. Reichheld, Phil Schefter (2002). "Avoid the four perils of CRM". Harvard Business Review 80 (2): 101–109.


Client Relationship Management :Client Relationship Management Software solution will succeed only if everyone buys in to a minimum level A word about assigning CRM to one person…


Client Relationship Management :Client Relationship Management Software solutions Excel ACT! by Sage Software Outlook 2007 Business Contact Mgr (BCM) Outlook BCM w/ Exchange Server Outlook BCM w/ Hosted Exchange


Excel :Excel Advantages: Customizable You can organize almost anything


Excel :Excel Main drawbacks: Not designed for CRM Very little collaboration


Excel :Excel Cost: free (if you have Excel)


ACT! :Integrates well withOutlook Cost: ~$100/user ACT!


ACT! :ACT! Similar options: ACT! Goldmine Enterprise Many other options…


ACT! :ACT! Web-based Solutions Salesforce.com ($100/year/user) NetSuite ($5,000/year - $4,000/month) BigContacts ($15 - $25 /month/user)


Outlook Business Contact Manager :Outlook Business Contact Manager Most powerful, intuitive solution Ability to merge everyone’s contacts, Integrates with other Office Apps Cost: ~$100/user


What is Business Contact Manager? :What is Business Contact Manager?


Outlook Business Contact Manager :Outlook Business Contact Manager Connectivity to Microsoft Windows Server 2003 with SP1 or later running Microsoft Windows SharePoint Services is required for certain advanced collaboration functionality. Connectivity to Microsoft Office SharePoint Server 2007 is required for certain advanced Outlook functionality.


Outlook Business Contact Manager :Outlook Business Contact Manager In other words… to enjoy the full functionality of Outlook with multiple users, you need Microsoft Exchange Server.


Outlook BCM w/ Microsoft Exchange Server :Outlook BCM w/ Microsoft Exchange Server Features: Email Personal and Shared Calendars, Contacts, Tasks, Group scheduling and availability tracking Public Folders Global Address Book Full synchronization to Microsoft Outlook and Entourage Email & contact info is backed up to a central server


Outlook BCM w/ Microsoft Exchange Server :Outlook BCM w/ Microsoft Exchange Server


Outlook BCM w/ Microsoft Exchange Server :Outlook BCM w/ Microsoft Exchange Server Server Server OS / Exchange / Sharepoint combo Liscenses Network/VPN Antivirus / Security Support


Outlook BCM w/ Microsoft Exchange Server :Outlook BCM w/ Microsoft Exchange Server Cost: Server w/ OS combo: $2,000 - $3,000 6 CAL Licenses: > $1,000 VPN / Antivirus / Support: $100/hour + Software Backup utilities: > $500 Total cost: > $5,000 This is not a viable solution!


Outlook BCM w/ Hosted Exchange :Outlook BCM w/ Hosted Exchange Someone else “hosts” the Exchange Service for you You only pay for access to needed email accounts, calendars, contacts, etc.


Outlook BCM w/ Hosted Exchange :Outlook BCM w/ Hosted Exchange What is Hosted Exchange?


Outlook BCM w/ Hosted Exchange :Outlook BCM w/ Hosted Exchange Main Drawback: monthly service $10 to $20 per user, per month Best option out there:MailStreet by Apptix You get Outlook!


Conclusion :Conclusion Best option: Outlook BCM w/ Hosted Exchange Service Low cost: < $100/month – Hosted Exchange + free – Outlook 2007 + $100 – Outlook BCM Scalable Sustainable