CDC Customer Relationship Management
Customer-driven CRM makes it
easy to connect the dots.
CDC Customer Relationship Management 1
Customer-driven CRM is
driven by what keeps you up
at night. It’s driven by what
your customers need.
With the right CRM comes the opportunity for Along the way, IT managers need an integrated
companies to really get to know their customers, set of technologies—from websites to databases
their needs, preferences and their buying and data mining tools—to make it work.
patterns. More than ever, companies require
an integrated strategy that supports customers At CDC Software, our customer-driven CDC
from the moment they enter the front door—or Pivotal CRM matches business strategies to
website—to the time they make a purchase, and the technologies needed to make them work,
beyond. They need a solution that helps them resulting in increased market share, improved
connect the dots. customer satisfaction, and a higher retention
rate. So, now, you can be the company you’ve
always wanted to be.
CDC Customer Relationship Management 3
Build, grow, and drive your business
forward. Customer-driven CRM makes
your staff more productive, your sales
processes more effective, and your
Build outward-in. Grow upward.
CRM is designed to maximize your CRM listens to your customer, understands
competitive advantage—it starts by their needs, and provides them with
mapping to your customers’ needs. support through processes that engage
and interact, rather than contain and box in.
Mirror your unique business processes. Most Stay connected. As your business grows, chances
businesses have evolved with their customers over are you have less face-to-face communication with
time and refined their own unique processes. These customers. Yet, those customers expect the same kind
processes are hard-won competitive differentiators. of customer service they’ve always had. CRM centralizes
CRM will enhance and mirror these processes, not information in a single place, which promotes a better
change them. understanding of a customer’s needs.
Anything relationship management. CRM is the Enhance collaboration. Accessing shared solutions
management of any type of relationship—customers enables teams to make quicker, more cost effective
or employees, anything. It should be fundamentally decisions. All of that account history can be quickly
flexible and configurable, to meet the nuances in accessed and referred to the next time a customer
your business. calls in. That responsiveness tells the customer they’re
important to your company.
Compromise on cost, not quality. You want your
CRM at a cost you can afford. We do this by assessing Automate what works. By automating the routine
your requirements and offering you strategic solutions tasks and proven processes your teams carry out
you can use, so your business grows, but not at the each day, you can do more with less. So, you can fully
cost of your profits. harness your hard-won business practices to grow
while keeping your customers and customer-facing
Love it. CRM needs to be tightly integrated with the
tools your people already use, like Microsoft Office
Outlook. What that means is faster adoption by users,
less switching between applications and higher
productivity for anyone who deals directly with
CRM meets both customer and
employee expectations, while giving your
company flexibility to innovate and adapt
to the changing needs of business.
Take action. To grow your business, you must respond
swiftly to changes in market conditions, competitive
situations, and business process, and seize every
opportunity that arises. CRM is a facilitator in this process,
not a roadblock.
Get big-picture perspective. CRM delivers real-
time business visibility and actionable insights for
sales, marketing and service managers, as well as
executives. Solve problems and seize opportunities.
Gain immediate business insight anywhere. CRM
puts critical business information at your fingertips
with mobile dashboards and reports. CRM interfaces
with tools your users are already familiar with, so you
can stay connected, anytime and anywhere.
Empower to react quickly. CRM gathers and presents
real-time data on everything from sales forecasts and
marketing campaigns to account activities and phone
logs—allowing you to spend more time managing
your business, and less time with the mechanics of
CDC Customer Relationship Management 5
To offer a unique customer
experience, you need an
integrated solution that
spans all of your customer-
facing processes, plus some.
Sales Force Automation Social CRM
Shorten your sales cycle and exceed targets with time- Generate real, tangible value out of this new communica-
saving tools and repeatable processes. tion channel.
Marketing Automation Mobile CRM
Delight your sales team with more, higher-quality leads Give your most valuable sales and service employees ac-
and get there with less effort. cess to customer data regardless of their location.
Service Automation Pivotal CRM Platform
Lay the foundation for future sales by providing custom- Take advantage of the fact that it is the world’s leading
ers with responsive, thoughtful and personalized cus- CRM solution, and also the most flexible.
Learn more about our CRM solutions:
Make your organization easier to do business with. Help Visit www.cdcsoftware.com/crmsolutions.
your partners sell, track, and assess their performance
CDC Customer Relationship Management 7
When the time comes to get serious
about CRM, it all boils down to the
platform it is built on.
CRM customers rely on a proven, trusted platform Microsoft® Integration
for accessing their CRM applications. CDC
Our close, long-standing relationship with
Pivotal CRM integrates all the characteristics of
Microsoft has enabled us to build CRM solutions
successful CRM, including flexibility, reliability,
that capitalize on the best of Microsoft technology
high performance, and security.
and come seamlessly pre-integrated with
Extreme flexibility cuts down on the time it takes Microsoft Office® and SharePoint®.
to mirror the way you work in Pivotal CRM.
Options for robust end-user configuration as well Business Intelligence
deep workflow customization allow you to create CDC Pivotal CRM streamlines information-rich
the internal processes and external customer data into a centralized database, allowing you to
experiences that fit your strategy and vision. achieve greater insight into your customers and
Tailoring your CRM workflow in Pivotal CRM is Rich User Experience
often as easy as ticking a box for an end-user or CDC Pivotal CRM’s flexibility makes it easy and
team manager. Underneath, Pivotal’s Microsoft cost effective to create the end-user experience
.NET foundation facilitates change at every level, you envision. Monitor, measure, and manage end-
so you can modify the user interface and business user utilization to optimize business processes.
processes or customize the data model to see
higher ROI’s. Ease of Enterprise Integration
Industry Applications Our flexible architecture reduces the cost and
complexity of integrating Pivotal CRM with
Take advantage of industry-tailored applications, your back-office systems to ensure seamless
developed using our in-depth knowledge of the collaboration.
Financial Services, Home Building and Real Estate,
Manufacturing, and Healthcare Insurance industries.
Ask our customers how they have become
more competitive, more productive, and
more profitable with CDC Pivotal CRM.
Calamos Investments — executive Intracorp – streamlined sales process helps them
management has the insight they need to drive sell more units on the spot.
the business effectively.
“The technology gives us a great deal of insight
“In the end, we chose Pivotal CRM because of regarding each customer, which is not only
its focus in the financial services industry and its valuable for building relationships, but also in
reputation for success earned with many of our developing our sales strategies.’’
peer companies.’’ - Steve Sammut, CFO, Intracorp
– Carolyn Stuart, Vice President of IT and Head of
Business Analysis, Calamos Investments
Download the case study View the video
AAA Western & Central New York - a robust, M/I Homes – increased web leads from 4% -
customized member relationship management 25% in three years.
(MRM) solution that reflects the organization’s
unique workflows and helps them provide more ‘’Pivotal has given our field reps immediate
informed and efficient member service. access to the information they need. They
can respond to customer requests in minutes
“We wanted to be at the next level in our instead of hours or days and communicate with
dealings with members.” subcontractors from anywhere.’’
- Bob Leach, CIO, AAA Western and Central New York - Ron Frissora, CIO, M/I Homes
View the video Read the case study
CDC Customer Relationship Management 9
Your business is unique and so are
your needs. So why would you want a
At CDC Software, we understand that every business must have a tailor-made solution if it is to make
progress down its chosen path. Our vast experience in a wide field of industries, has enabled us to create
specialized solutions that fit the unique requirements of the business, right out of the box, while also
offering the flexibility to customize to individual companies’ needs. Our team boasts unrivaled domain
expertise and experience, and we’re committed to helping you succeed.
Pivotal CRM gives you the power to create a custom solution--without a custom timeline or price tag.
It’s complete out of the box--but also completely flexible.
Common Approach to CRM Development
50% of your technology needs
Few of your technology needs
Most CRM software vendors develop
products that meet less than 50% of your CRM Vendor
requirements immediately. In a best-case
scenario, you can work with a third party
to customize the solution but in many You
cases, you must change the way you work
to fit the way the CRM solution works.
Our Approach to Solution Development
100% of your technology needs
75% of your requirements at day 1
Our experience developing solutions is
that most customers share many similar
processes but their unique processes are Pivotal
what make them successful. We give you
a ready-to-use solution and the tools to You
help you mirror your unique processes in
your CRM solution.
You aim to please your customers.
We aim to help you achieve
At CDC Software, we serve companies that are driven Similarly, we can support your team with training—
by customer needs, so we know you expect the same online, at our training facility, or on-site at your place
high quality standards from your technology partners. of business. Our customer support staff is available by
We are committed to delivering exceptional service and phone, e-mail, or online through our Customer Portal,
support to match our outstanding products. offering the assistance you need, when you need it.
Pivotal CRM is supported by a full continuum of Whether you’re an entrepreneur, a single store owner, or
services that are affordable, easy to use, and configure have thousands of employees in locations around the
to any organization in any industry. world, CDC Pivotal CRM can help you connect the dots
in your customer-driven strategy.
Not sure which products to use? We offer an array
of solutions to select from and will spend time to
understand your business and offer recommendations.
Learn more about our CRM solutions:
Whether you wish to handle the implementation Visit www.cdcsoftware.com/crmservices.
by yourself, with a partner, or leave it to us, we can
accommodate your every need. We can even take on
full management and hosting of the application, if you
prefer, with the option to bring the solution on-premise
when you’re ready.
CDC Customer Relationship Management 11
Want to learn more?
White Paper: CRM The Essential Guide
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12 The CDC Software logo and Pivotal CRM logo are registered trademarks and/or trademarks of CDC Software.