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
  • 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)
    1. Excel, deterministic, no randomness
    2. 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  • Can quickly become outdated/vunerable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
  • 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
  • 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

https://forms.gle/xUnF67QEEnQMxkpKA

Survey

Any quick/short questions?

Next

 

Learn how a business integrated successfully with a well-known CRM

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