final report
reddy0206
CRMatStarTech.comApril172018.pptxCRM at
Christina Pageau
Supervisor, Marketing Operations
https://ca.linkedin.com/in/christinapageau
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Agenda
About Me
About StarTech.com
How StarTech.com Uses CRM
PEOPLE
PROCESS
SYSTEMS
Projects of Recent
What I Love About CRM
Questions?
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Education
Seneca College – BMK
Fanshawe College – BAM
Nipissing University – B. Comm.
University of Fredericton – MBA, Innovation Leadership
Experience
John Labatt Center – Group Sales, Intern
Schindler Elevator – Database Administrator
StarTech.com
CRM Database Administrator
Lead Business Analyst, Marketing
Project Delivery Manager, Strategic Initiatives & Revenue
Product Owner, CMS
Supervisor, Marketing Operations
Christina Pageau
Supervisor, Marketing Operations
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About
London-based, global company
Distribute and sell “Hard-to-Find” connectivity parts for IT professionals
500+ employees world-wide
Vision is to be “the world’s trusted partner in enabling IT connectivity”
Sell mainly through the Channel and Online (startech.com)
Great to be apart of a great Canadian success story!
FANSHAWE BOOKSTORE
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How Uses CRM
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End to End CRM – A Strategy
Who has ever seen this picture?
Dyche, J. (2009). The CRM Handbook. Indiana: Addison-Wesley. (p.13-14)
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CRM – Equation for Success
Actionable Insights
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Valuable Data
PEOPLE
PROCESSES
SYSTEMS
SYSTEMS - Overview of
StarTech.com’s CRM platform since 2010
Product is popular for S&M businesses in Europe
On-prem application (hosted in the cloud) – simple to use & navigate
Integrates with AccPac (current ERP)
What it can do…
Customer Master for the Company
Person Level Records (Contacts)
Company Level Records (Where Contacts work)
Case/ Incident Management
Opportunity Tracking
Channel Activity Management
Customer Record
Opportunity
Tracking
Case/ Incident
Management
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PEOPLE – Departments, Roles and Functions
Sales
Sales Managers
Run reports on account manager activities
Review opportunities
Forecast
Account Managers
Log new customer info
Log & file communications*
Keep contacts ‘current’
Identify opportunities
Sales Coordinators
Look up contact information
Filing communications
Customer Service
Customer Service & Technical Advisors
Log every communication* with a customer
Create new customer records
Filing Communications
CSD/ TA Supervisors
Run reports to track department productivity/ efficiency
Identify escalations
* Touchpoints include: phone calls, e-mails, event attendance, surveys, interactions with online campaigns, live chat interactions, social media, etc.
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PROCESSES - Sales
Account Manager – CDW USA
Sales Manager – ALL of CDW (N.A)
Nina
Linda
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Processes – Customer Service
Customer Service Advisors
Technical Advisor
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Process - Marketing
Channel Marketing Manager
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CRM Pain Points
Opportunity
CRM Pain Points
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Improvement Projects of Recent
Pain Points
Lack of mandate to use CRM corporately
Cumbersome to access because it’s an on-premise application
Hard to use on the road
“Does not capture what I need to measure”
Opportunities
Mobile app
UI redesign
Direct Access
Investigate Other platforms/ upgrade options:
Sage upgrade
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What I about CRM
Technology has advanced how we manage customer relationships
Data is incorporated into business strategies
Can be really powerful for those who use it!
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Questions?
Christina Pageau
Supervisor, Marketing Operations
https://ca.linkedin.com/in/christinapageau
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