CRM Solutions for Manufacturers - Improve Efficiency & Drive Growth

1. WELCOME CRM for Manufacturers David Willms Infor Global Solutions

2. Agenda • Introduction • Infor CRM overview • Demonstration • Questions, wrap-up

3. Manufacturing Companies… are different from other types of industry segments. They make what they sell.

4. Manufacturing Characteristics • Vertically Integrated Business Process • Design > Source > Make > Sell > Deliver > Service • Complex “customer” and channel relationships • Direct sales, ‘inside sales”, Dealer Channel, End User • Time-to-Market Pressures • Channel Management, Resource Planning, Fulfillment • Cost Pressures • Product Cost, Sales Costs, Admin Costs, Supply Chain costs • Business Visibility • Globalization, Partnerships, Supply Chain

5. Manufacturing Companies Traditional “generic” CRM has limited value to manufacturing companies. Additional value comes from an enterprise approach that extends CRM beyond sales – marketing- and service, to include product development, supply chain, operations, and accounting.

6. “ Only by taking on the challenges of integrating front and back-office operations can manufacturers obtain the competitive advantage that is necessary to hold onto and gain market position and – ultimately- improve financial performance” • From “The top 10 Sales and Customer Service Investments for midmarket manufacturers” by Rob Johnson AMR research report

7. Typical CRM Benefits - Tactical • More effective and efficient sales channel. • Improved Pipeline visibility and forecasting • Increased sales revenue – targeted selling • Streamline selling process • Reduced selling expense • More effective reach with marketing dollars • Targeted lead generation & lead management • Monitor campaign effectiveness • More leads per dollar, more closes per lead • Improve customer service with less costs • Increased customer retention and repeat sales • Reduce cost of servicing customers • Provide added value to your customer

8. Performance Improvement Potential Through CRM • Improvement Area Potential Amount * • Sales and Marketing Costs 10% - 16% savings • Customer Service Costs 10% - 16% savings • Inventory Reduction 5% - 15% savings • Win Rate 1% - 6% increase • Revenue 1% - 5% increase • Quote / Proposal Generation Time 20% - 35% reduction • Order Errors 25% - 50% reduction • Forecast Accuracy 10% - 15% improvement * from AMR

9. CRM Benefits - Strategic Provides tools to help innovate your business . • Create competitive advantage. • Accelerate time-to-market. • Equip the organization to be more agile. • Create a customer-focused culture.

10. Simplified Manufacturers Customer Lifecycle Process Flow Lead Qualify & Develop Quote / Order Fulfillment Ship / Invoice Service Complex Processes information information

11. Organizational Challenges Multiple touch-points, but… No one “owns” the customer experience. No one “sees” the entire customer life-cycle. Marketing Sales Mgt. Sales Rep Engineering Business Partners Order Processing Accounting Distribution Customer Service

12. Simplified Manufacturers Customer Lifecycle Process Flow ERP domain Lead Qualify & Develop Quote / Order Fulfillment Ship / Invoice Service information information

13. Non – Manufacturing / “Generic” CRM • Marketing • Sales • Service ? ? ? ? ? ? ? Lead Qualify & Develop Quote / Order Inventory Ship / Invoice Service information information information

14. “D-I-Y” CRM Integration Costs - good things to know $ $ To integrate a generic CRM package with ERP: • 3 to 5 times higher up-front costs • 25% to 50% higher on-going costs • Very long time-to-benefit - avg. 18 mos • High likelihood of project failure $

15. Profusion Confusion • Alphabet soup • CM (contact management) • SFA (sales force automation) • CRM (customer relationship automation) • Imposters • Scope • Manufacturing focus

16. Scope ComparisonCharacteristicsFunctional Emphasis Customer Relationship Management • Purpose: Strategic • Scope: Enterprise • Approach: Efficiency, Effectiveness, Innovation • Structure: Relationships, Hierarchical • Integration: Business Processlevel • Integrate all customer touch-points (marketing, sales, ordering, fulfillment, settlement, customer service…) • Span the entire customer lifecycle, from new lead to repeat customer. • Streamline all customer acquisition & retention processes; complex sales process. • Performance metrics, analysis - data foundation for BI and CVA Sales Force Automation • Purpose: Tactical • Scope: Departmental • Approach: Effectiveness • Structure: Contacts / Accounts • Integration: Task level • Manage sales opportunities • Track selling activity • Word merge, spreadsheet reporting • Information sharing Contact Management • Purpose: Tactical • Scope: Worker • Approach: Efficiency • Structure: Contacts • Integration: None • Track contact names & addresses “electronic Rolodex” • List tasks and to-do’s • Track appointments

17. only Infor CRM Provides a 360° view of your customer lifecycle! Lead Qualify & Develop Quote / Order Fulfillment Ship / Invoice Service from lead to repeat customer information information from marketing campaign to cash

18. Customer Data • Order Transactions • Quote Transactions Infor ERP Infor CRM • Product Data • Product Availability Information • Pricing Data • Orders, Quotes and • RMA Status Complete Visibility Infor CRM as an integrated extension of your ERP system • Work with the most accurate and up-to-date information • Provide better and faster customer service • Have complete visibility of customer touch-points

19. What is Infor CRM? • Sales • Instant access to product, customer and prospect information • Track contacts, sales activities, quotes, follow-ups • Visibility to emails, phone notes, service calls, etc. • Work from anywhere • Sales Management • Better Pipeline Visibility • More accurate and timely forecasts • Standardized selling processes for more effective selling • Management dashboards provide at-a-glance status of sales activity.

20. What is Infor CRM? • Customer Service • Improved Visibility of all Customer Activity • Instant access to order – shipment information. • Follow-up and escalation processes • Track time and resources used in servicing customers • Customer Issue Tracking & Faster Resolution • Knowledge Base accessible to the entire selling team and customer self-service

21. What is Infor CRM? • Marketing • Track Campaign Effectiveness • Targeted Lead Generation • Streamline Lead Distribution & Tracking • Controlled Collateral Distribution • Easy List Management

22. What is Infor CRM? • Marketing • Track Campaign Effectiveness • Targeted Lead Generation • Streamline Lead Entry, Distribution & Tracking • Controlled Collateral Distribution • Easy List Management

23. Infor CRM technical features! • Familiar, Web browser interface. • easy to use, easy to learn, easy to adopt • Single database with easy to configure & personalize customized detail and list views without programming. • Scalable: Turn on functions as you grow. • Secure & personalized see / do only what is relevant. • user, groups • screens , views • territories, accounts • Out-of-the-box integration with: • ERP • MS Outlook • MS Word • MS Excel • Internet deployment plus work anytime / anywhere in un-tethered mode.

24. demonstration • Let’s have a look!

25. Summary • Manufacturers have unique CRM requirements. • CRM is NOT just for the ‘sales department”. • It is costly and risky to integrate a generic CRM package with manufacturing ERP. • Infor CRM is the best fit for manufacturing companies.

26. Thank You To learn more about CRM and other world-class business applications, please visit www.infor.com or contact your Cistech representative