CRM automation for your business
Lease, Buy or Build?
7:30 pm
Friday, 29th Jul 2022
Teik Seong + Darren Neo
YEN in brief
- 2012 - Founded
- 2016 - Singapore established
- 2019 - Vietnam established
- 2020 - Malaysia established
- 200+ members worldwide
-
Use of Johari Window to Learn, Share and Grow
- Open (Known to all)
- Hidden (Known to self)
- Blind (Known to all except self)
- Unknown (Nobody knows)
Self-intro and speakers brief
-
Share your
- Name
- Nature of business
- Eboard/non-member + who invited you
-
Teik Seong
-
Creating SaaS
- SaaS, e-commerce
- ERP consulting
-
Creating SaaS
-
Darren Neo
- Vertical Green
- Noah Garden Centre
Today's aims
Why and when you need a CRM?
What you might be missing
Why off the shelf and not customized?
Don't repeat my mistakes
How to integrate business and CRM?
Focus on overcoming usage and management control challenges
Customer Relationship Management System
A system at your fingertips to manage all interactions with customers and potential customers
Some features include:
- Past sales/dispute records
- Promises made to customer
- Customer quirks
- Mandatory for WFH/remote management - Single source of truth
- (6k/20k) 1stone4Birds fastBad
Before L/B/B, what is software?
Robot a type of automated machine that can execute specific tasks with little or zero human intervention and with speed and precision.
Software is the non physical part of the machine usually presented as a series of instructions known as code
Many types of software/code
- Lines are very blurred these days
- Webpages are generally static content, not software
- Content vs Code
-
Code (if-then-else)
- Excel, deterministic, no randomness
- AI, non-deterministic
CRM falls under deterministic code, which requires rigorous design and thinking
Pros
- Constantly updated
- Serverless - managed
- Surprise features
- Huge user base resulting in best practices
- Easier to hire help
Cons
- No control over price
- Constant recurring cost
- Surprise End-Of-Life
Option 1: Lease
SquareSpace, Shopify, Quickbooks
Pros
Cons
Option 2: Buy/Owning
Wordpress, Windows, Adobe, Office
- Controllable uptime
- One time cost excluding maintenance
- Uptime burden
- Can quickly become outdated/vunerable
- Likely have poor customer service
- Usually cannot customize
Pros
Cons
Option 3: Build
Facebook, Carousell, PropertyGuru
- Full ownership
- High cost, need more than just a developer
- Extremely hard achieve quality
- Responsible for all burdens, e.g. security, features etc
- High chance of failure
What should you do?
-
Buy/own if
- Absolutely does not rely on internet (full ownership)
- Source code is available (BCP)
- Go for open source instead
-
Build if
-
Simple, content based website
- Or link to social media
- Product that you plan to monetize
- 50% of core team should have technical background
- Free help from GitHub
-
Simple, content based website
-
RECOMMENDED: Lease if
- Requirements are unclear or need to be professional
- Lowest risk among the 3 options
Tips to good integration
-
Configure, not customize
- Learn more first, e.g. YouTube
- Any modification to code means you are on your own, i.e. equals to build
-
Adapt the business (instead of software)
- Most think their business is special
- No software can accomodate
- Usually only 5-10% is the magic
- Change processes to fit the software
- K.I.S.S. - Easier to train/hire
- Most think their business is special
-
Really bad practices/outcomes
- ERP sales invoice must change when SKU changes
-
Misuse of fields, putting quantity/status in the title
Give us some feedback
Survey
Any quick/short questions?
Next
Learn how a business integrated successfully with a well-known CRM
Y Slides 3
By kdkf
