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webinar on relationship movement we are recording this session because of course it is linked to our european project and to the finance thing that we receive from the european union with the program erasmus plus for the project data skills for smes this project data skills for smes has been submitted by our confederation of sme associations called european entrepreneurs cea pme we are in the confederation of voluntarily organized smes which come from all over europe and many also sectoral pan-european organizations and we represent around about 2.1 million enterprises all around europe in all member states and beyond our confederation cares for takes care for the interests of small means as enterprises and they're a very difficult condition inside the economic system but also there in order to be heard more in the legislation processes on european levels our members often share with us also projects like data skills for smes where we try to produce added value for our member companies with innovative proposals for solutions that for example can be in the field of digitalization like this project which focuses mainly on skills as well as also former project that we have implemented the digitalize sme project which helped companies with coaches that visited the companies directly and helped them to improve their business model and rationalize costs thanks to digitalize digital technologies our member associations joined us in this field also for projects like mobilize sme that was an erasmus for small meme size enterprises and their employees as well as also for a project on professional training like we had done in the past on european dual system which is let's say work based learning and we are currently also doing with the project intravet so several projects where we uh invest on improving the conditions of smes and also proposing innovative solutions and that is also thanks to our members that we can provide for these projects and i would like to first of all welcome here also our vice president mrs marina cars from our estonian member sme organization eva a very fast growing association in the last two years which has really shown the capacity to represent it's the interest of small beam-sized enterprises in estonia and uh as well as also the project partners of our um project data skills for activities which would you please switch off your microphone welcome anyway sorry but uh there was a feedback our partners in the project for example the austrian business association oyster shisha berberine represented by mr hanes danger and mr richard bleus or also our italian member association whose president is also the president of european entrepreneurs here represented by isabella condino hello isabella and francesca ricciuti as well as also our german member association bvmw which today unfortunately is not represented here but which is also like confronting a very big and strong organization on national levels and finally in the project data skills for smes we are also supported by the university of rome thor vergata which has helped us in the theoretical and technical aspects and we thank them also very much for their support so our project today the webinar we are talking about is on customer relationship management what did data skills for smes do we decided to analyze which are the most important sectors where small medium-sized enterprises need to improve their digital skills the skills on how to manage data inside the company and uh last year um let's say based on the experience with the uh kovit 19 lockdowns in many countries we decided to pilot here first support scheme on online sales and digital marketing of course that was necessary to compensate the losses that the lockdowns and the the uh restrictions of the pandemic uh imposed to us uh and it helped let's say or it should help the companies to learn how to do online sales fastly in the way that they better prefer because this is the basic idea the european confederation european entrepreneurs and its members urgent fall bmw and from fabi would like to offer to the members and their member companies the possibility to get orientation orientation in the field of training why is that necessary because there is a lot of training outside there there is a lot of information sources outside there but they are not all let's say certified they are not all controlled and especially they are not always suiting especially write the interests and needs of small meme size enterprise and um they are layouted maybe for bigger companies for the employees of bigger companies which have a totally different organization and needs and um not always uh useful for small beam-sized enterprise then there is also um training offers outside there that is provided by big companies which offer maybe um software solutions and online solutions um which of course is let's say a great opportunity but of course they will train and inform the people on the on their own products mainly and not on the comparison between products and different and addressing the different possible uses that you can do and like we did with online sales and digital marketing now in this period we are happy to announce that we are ready to offer orientation courses also in the field of customer relationship management in the field of cyber security and in the field of paperless office this last one paperless office was managed by confappi our member in italy cyber security was managed by our german member bvmw and customer relationship management was managed and set up by our member from austria um and i would like now to give the floor to um richard bleus the expert that worked for gifau in setting up the mind map let's say and the orientation scheme for the customer relationship management but before i leave the floor to him i would like to ask my colleague lorenzo marquez to show us the short teaser video thank you very much crm customer relation management a crm is the software tool that brings together everything that happens in your relationship with your customers this is the customer journey a crm helps you and your team up to date from the first contact to the last support call everything is recorded in a crm it is always available and traceable on the computer and on your smartphone even when employees leave the company no customer history is lost just as we can no longer imagine a working day without a smartphone you will no longer want to do without your crm once you have chosen the right tool we assist you in the selection process and provide you with a catalog of questions to ask before you implement a crm because there are many things to consider here the running license costs and the tool itself are only the tip of the iceberg it is just as important to precisely define the administration issue from the outset and to ensure acceptance within the team these are only parts of the total cost of ownership but don't worry our experts are at your side contact us please richard the floor is yours okay fine good morning from vienna not from san francisco as you might presume so i give you a short overview customer relationship in general in this project data skills for smes and there is a lot of information outside and as stefan refers every provider is looking through his own glasses and now we can have a wider overview so what is a crm a crm is a software tool and it stands for customer relationship management a thing you do the last 50 years in business you have a relationship to your customers and you have to manage it you have to write down what's going on in meetings you have to set up new calls you have to select data after an event but nowadays strongly good 10 years more than 10 years ago there are systems outside software systems who can help you to cover up a better way with your customer relationship management and you might not believe how many enterprises you will assume who is there are using a crm system uh a big expensive cost expensive crm system and then you talk to them and then they say oh we have excellent sheets big not not not a small company with with 10 this 10 employees companies with thousand employees in sales it's unbelievable and now also in 2021 there are a lot of enterprises out there who are using excel and you have the client history you have the relationship from the first event you you meet the new customer and then it's becoming your customer and then after the first talks the customer is really your customer and is really a client and nowadays it's called customer journey because the aim is to go with your customer on a journey not to sell something like to sell a mug and never come back you want to have a real relationship to your customer you want to know everything what's going on and to know this you have to cover up every email every meeting every call every person who is calling and if the colleague is on holiday you have to know what's going on in the last meeting what is the basic points you have to talk about what is the question the client will ask you if he will call you and you have to to take over from your colleague because your colleague is on on vacation and a software system covers all this stuff you can find everything every email every journey you can store what the what's the cake the customer want to eat in a meeting or if the sun will go to be an astronaut you can everything right down in the customer journey in your client history and it stays there forever and preparing the next meeting you have only to to look up your note your notes and then you you can go on and this is not possible in an excel sheet it's possible but then you need a an excel guru and the normal person who is using excel uses three five percent of excel and the main thing in the crm system is to cover up the upcoming things what are the next things that will happen not only in the calendar in the calendar in outlook you can type in the next meeting and you can do a reminder but you cannot you don't get a notice when your opportunity is is going to be to be set down to be closed when you talk to the customer and the customer said okay let me take 10 days then i will come back to you and a real customer relationship management will send you on day 9 a reminder you have to look to this opportunity and this is not possible it's possible in outlook but you have to you have to dive deep into outlook setups and before you use a crm you have to think about your sales cycle and many enterprises have a sales cycle for sure but they don't thought about it but when you are thinking about to implement a crm system you have to know your sales cycle and i here have a an example for a sales cycle a very short sale cycle their sales cycles they have 10 steps maybe and you have a lead you have a contact and elite is a theoretical chart chance to to get a new customer to sign up a new client to your business and after you get the leads perhaps on an event you have hundred leads and then you go out and call the customers the prospects it's still no customer and then you have the contact stage one and this is stage one of your sales cycle and you have to be aware of your sales cycle because you have to build up your personal enterprise sales cycle with the crm with the system you will choose but it doesn't matter which system you will choose you have to build up your cell cycle in the system and you have stage one and there is the the number five percent for example you say okay when i have 20 contacts i have a deal at the end of the day so a contact takes five percent it's matty magical and you can do the math also afterwards but you have experience before you you can think about okay how many contacts i have to make to get one deal in this example it's five percent and then you have the first meeting and when you have a meeting the client is interested and you can say okay 25 i need four meetings to close one deal for example it can be higher it can be lower it depends of your business and after the meeting you go one step ahead you do a proposal and when you do a proposal the percentage of closing is higher than before in this example it's 55 it can be lower it can be higher it depends from your business and in this example the sales cycle is ended with the deal hundred percent if you have a deal you have hundred percent and you have to be aware of your personal sales cycle this is step one you have to go in a brainstorm with your team and say okay what is my sales cycle and this is the first work you have to do before implementing a crm and this is the fact today don't be fooled by some of the digital transformation buzz out there digital transformation is a business discipline or a company philosophy not a project go digital or bust you have to use the system the digitalization when you do business you have to have a system a customer relationship management tool whatever it is but you need you need it and digitalization is not mandatory it's not is mandatory it's not [Music] a thing to choose so how a crm can improve your business because you have to invest something in in 98 it's a software you have to buy you have to pay and in 95 it's a software you have to pay monthly wherever you go you have to pay it monthly most of the times so no data no meeting no call nothing is lost you cannot fail you cannot forget a meeting i did sales in the 90s i sell financial products and in the 90s last century there were no system out there we have printed cards we have printed cards to call our clients our our existing clients and when i would have a system a crm system i would have made 20 more sales with the same work because you don't lose something you get a reminder you have to type it in but it's easy with a good system it's easy to type in and then you get a reminder when to do what you have an overview about every opportunity in real time for example your sales employee is on the way to your customer he starts at nine o'clock from the office and his meeting is at four o'clock in the afternoon and when he starts he has the information the last invoice is not paid so normally you go in the meeting and said to your client oh the last invoice is not play is not paid what's going on if you use the crm system you stop ten minutes before four o'clock in the afternoon you go to your laptop or open your smartphone dial in your crm system and get the information oh the invoice is paid over the day the invoice is paid and then you have a different meeting because you don't have to talk about an unpaid invoice because it's done and when it's not done you have to talk about but you have the real information in real time what to do with your client and this is really a good thing to have and you can optimize boring profit processes example when you have an excel sheet and another actual sheet and a dropbox and a calendar there are typing failures or something in translation or whatever with the crm system you push one button you put in one process and at the end of the day the process will be done sending out emails automatically whatever it is saving time by higher efficiency a lot of leaders have to do reports for their people and for the administration above and i talked a lot to to us the the last years and they will save five hours work doing reports when they have a crm system and it's not five hours a month this would be 60 60 hours a year it's it's two weeks of work it is five hours a week they save a lot of time because when you have a system you push a button and you get the report you set up in before no problem you get the information in real time with one push and so you can be me be more efficient and you can look up what's going on in your sales deep reports and detailed forecasts by pushing a button i mentioned it already so you are you have a higher productivity because also your sales people have not to dive in in deep excel sheets or whatever or printed things they open the laptop and see everything what's happened and if it's possible in your company the most companies i know everybody can see everything you can have a look how is a colleague is working and then you can exchange wisdom and you can analyze data you don't have when you don't have a crm system for example you have three guys in your sales team the one guy is performing really cool he is the best one he closes 80 of his deals but you see he has only for example eight meetings a week and the other guy who is not performing so good has 15 meetings per week so you can talk to the guy who is only doing eight meetings per week do some more meetings you get more money and you can look where the other guy is losing his customers it's called in every crm the archive because you only you not only track the sell the selling things you do you don't only track the deals you will win you also track when you lose a customer and when you see one guy is losing the customer right a very short before ending at the end of the proposal he is losing his customers and the other guys is the third one is losing his prospects right at the start so without data you cannot see it with a crm system you can see it and you can train the guy who is losing the customers at the start to go on to make the real the good things to to have the next the next meeting and the guy who is losing right close to the end you have to train to do better arguments but it's a different training they don't need the telephone training for example because they have enough leads and they have enough meetings you can see by analyzing your data where to underline and and give help to your sales people and this is one of the most important thing you have to sell crm to your sales people because you can help them by using this data you you control them every day if you don't have a crm there are other reports they have to fill in how many meetings they're done in a week or whatever what else so and you have a quick area because you don't lose things you don't lose a reminder you can really go forward to to push the right buttons you have to push winning the next customer so what do you think how many crm systems are out there on the market 100 more what do you think there are more than 600 crm systems on the market small ones big ones real big ones and then uh there you can say there are 20 real good global player it also depends if you are in italy or spain or norway or in the english spoken markets there may be i know some special providers in germany who are doing a good job having a good system but you can only use the system in german most of the systems you can use in in english for sure and the the real helping ones you can use in your in the language you you need but what to do how to select the real crm system and i will come to this back in a minute check different provider and take time for a decision the most providers offers you a trial 14 days 30 days you can trial you can put in your real data and work with it in in real time but you should do it in real you should one week you you should say i will test this one and the next week i will test the other one because it depends what you want to do and this refers to have the real sales cycle you need and in our data skills for sme crm we have a lot of input to give you orientation [Music] what questions you should ask to select the real crm the crm for you it's like a car not everybody can buy a golf or a van perhaps you need a bigger one or a quicker one whatever it depends on your enterprise and so data skills for smas give you an over overview and you can do a deep dive for all the the stuff crm is only one one piece but if you are thinking about selecting and implementing to the crm you will give you will be given all the hints you have to know to choose the right crm for you thank you yes thank you richard blue is uh expert of uh austrian business association oysters verbafine to explain us these basics let's say of why we can use the customer relationship management and which great opportunities they are in to save money or to to have more clients to to have more happy clients and also to substitute your sales people or your assistants your key key account managers whatever in case they change company or they are simply off for two three weeks for certain reasons and you continue to be able to manage these clients in the right way and not forget about them and they might then maybe choose to go to another company uh cim richard already underlined it has there are more than 600 different systems on the on the market of course for different languages and uses and purposes and that's why you need orientation and a configuration of small meme size enterprises like european entrepreneurs can offer you free of charge orientation with data skills for smes and especially we do this not only with this webinar but of course much far far beyond that we do it with [Music] with uh online resources that we um made another i made an error online resources that we offer uh through our project website which i would like to share now with you here here it is and this data skills for smes dot eu website is available in three languages in english italian and german and offers here under the different orientation courses for example crm customer relationship management for small mid-sized enterprises where you can get orientation about different chapters for example a general introduction what is in the crm what are the total costs of ownership that you have to take care of and you have to count when you decide for a certain system system which kind of providers you can receive you can find and of course also how to compare these uh providers so once you um start here with the um with the single chapters you can find here for example different videos on on youtube or you can have different contents where you can go more into depth these chorus concepts you would be nice if you would leave us a conte contact simply let's say by enrolling with with this interface you don't have to pay for anything but you we would like to come back to you uh later on to hear what your what was your opinion about that um resource that we offered and if you have suggestions we also welcome companies that can offer guided and structured courses especially if they are members of our member associations for example of urgify of confabi or of bmw but also of marina which can he be featured as providers for structured training online training and certified online training or even for coaching for tailor-made projects anyway if you click here you get uh always a free uh um introduction and uh overview and then if you want to go more in depth uh you should enroll uh leaving us just simply your contact and then you can access this contents anyway for free this will then also apply for the uh for the fields of paperless office for example to get rid of all your papers into and it's not only cloud computing but it is also electronic signature it is um the digital storage it is collaboration tools or scan tools communication invoicing onboarding and so on and so forth safety not to be forgotten but here especially also cyber security is another aspect that we treated and we um did already in the past treat online sales and digital marketing um this website is let's say a part of our the projects that our confederation european entrepreneurs offers you can find more about these projects here on our website on under activities where you can find let's say an overview about all the projects that we have run and are running currently and of course also you can find here more information about our configurations our events for example webinars but also live events for example july 12 our sme summer party here in brussels or you can find a very interesting tool under activities it's called sme2b which is a free of charge trade networking and trade platform for smes where you can easily find partners you have logged in and registered to this webinar using the this platform you can continue to use it either to to meet people or also to to find out about their projects and program products that they offer i would like to stop my presentation here and give the floor to the participants for questions and answers regarding customer relationship management and also the online orientation course that we are offering mr mohamed fish please yeah good morning thank you stefan first of all uh i'd like to introduce myself my name is muhammad shiesh i'm the ceo for a small german company we are based in germany but we work as business development company for renewable projects in in the middle east and in africa and now just last month we started a new small company in rwanda now uh the question regarding the crm the question to mr plos as he's the expert in in these softwares uh actually it's not it's not a question but i have some concerns about the data data data shoots or the the data protection yeah data protection so here i know in europe we have very strict uh rules they control these protections for the data but if i buy now a new software for our company in in rwanda uh and in east africa how and and as mr richard as he said it's a monthly fees monthly participation then after six months all the data are in it are in the system then what will happen if i close my contract with this company if i go to another company what about the data how i get my data from from this software how they what they deal with what they do with this this data sorry mr plos this is the question to you but i know it's a complicated issue but if you can give me something just let me let me feel yeah yeah it's possible thank you for the question it's the issue of of the times in uh 218 i work with uh with the serial crm system and this was a time where in in germany and and in austria the data protection takes place you should secure that the provider will you cannot secure secure every every company can go down but normally you can secure by choosing the right vendor that the vendor is existing in five years from now you in in nearly every system you can um export your data in in a cs file file and then you perhaps you chew you choose another system you choose system r now and next year in february you say oh a system b is better for example yeah and then you can export your data from system r and import it into system b normally it's not the problem and a real good crm has the server with your data in the nearest country so the big ones have have data security they have servers in europe and servers in usa and servers in in africa for for example so you can be secure that your data is secure and if you close the relationship to the crm software vendor they have to delete it if you want it after you export it and normally even the highest administrator can see your data because it should be possible if you need to support something but they cannot touch your data normally so it's nearly nearly secure if you choose a bigger one not not the smallest one around the corner just set up two weeks ago thank you mr uh plos and again we go back to the first point that supporting uh smes uh how how the new company the startup companies will work if we think in in this way that we have always to go for the biggest companies in the world and we should not trust the small companies again we have this this you know dilemma with whom we should talk and how we can support the startups and again thank you very much mr richard i i got your your answer thank you very much stephen yeah um maybe marina do you have a question you have switched on your video no okay any other question mr liebing yes please right um thanks for the for the seminar um i'm curious uh mr bloss you you told um in your presentation they're like over 600 providers versus your m system but you also set the sentence like there are only 10 really good ones and i would like like to know do you maybe can share some names or like i don't know some providers that are like professional we don't do advertise in this in this project but when you take a look into our info material you will find the ones i we we we will the 10 providers the go for you will find out it you will find okay um where can i find this sheet on our website data skills uh four as a number smes with the s at the end dot eu i can share again my screen here could you maybe put the link in the chat would that be possible i will do that of course yeah um let me see here that this is the website let's say for example crm your data skills for smes dot eu slash crm i will copy the the website and um share it here in the in the chat thank you very much another question yeah if then everything is clear i simply invite the participants to join us on the website to click through the contents to learn about the aspects that you are interested in of course also you can switch and change the the subject and enroll maybe to other courses data skills for smes interest an objective is to give you a first overview about what is the problem with a certain technology what are the opportunities of course also uh where are the points where you have to look at maybe also quick fixes that you can do if necessary for example in the field of cyber security in order to to raise your um your security especially now in this period period with uh potential um [Music] risks coming from the cyber attacks that might come let's say from unfriendly countries like we are called by the russian president in this case but unfriendly countries from unfriendly for european countries and it's better now in this period to protect yourself to give a look into these technologies and the good advice is also that we can deliver and if you want then to learn more to get a more structured training short and long term with certification if necessary or also within tailor-made coaching then don't hesitate to contact us because our member companies members of our members will be featured here for free and will offer uh support also to you in a more structured way of course then not not anymore free of charge um european entrepreneurs and uh our members urgify um [Music] and bbmw as well as also our member from estonia via marina cars thank you for the participation today and we'll be happy to answer all your questions if you want to contact us always again through the project website that i left the link here in the chat thank you very much for your time and for your interest have a nice day thank you bye bye thank you