Instructions:

Create a CRM plan. Background of the problem.

o What are you proposing to help Books Now, LLC achieve its goals?

o What are the necessary steps you need to undertake to make the recommendations?

o What types of market research are you proposing? Why? What will this accomplish?

o How are you proposing for this CRM plan to be implemented?

o Implementation process design.

Books Now, LLC is a local bookkeeping firm in your community. It provides bookkeeping services to small and medium-sized local businesses. Books Now, LLC engaged your services to design a CRM plan for the organization. Facts about Books Now, LLC

1. Business strategy Increase yearly revenue by 20%. Improve the efficiency of the team in providing services to clients.

2. Unique Value Proposition Books Now, LLC provides affordable bookkeeping services to small businesses in the community. Books Now, LLC takes the heavy lifting of bookkeeping from you so you can invest more time managing your business.

3. Company Size: 12 employees.

4. Work Location: Office building / no remote employees.

5. Annual Revenue: 1.5M

6. Clients: 100 clients (small/medium sized organizations).

7. Average Service Fee: $15,000 a year.

8. Considering transitioning to a remote working environment for employees.

9. Books Now, LLC has been in business for 5 years. The company takes on all kinds of businesses. Current business clients personally know the owner. The current customer base is not clearly defined. The only thing in common among their clients at this time is that they are all located within 50 miles from their physical office location.

10. The clients were acquired by the owner over the first 3 years of its operations. There is no growth in the last 2 years.

11. Current clients are being poached by other bookkeeping companies by offering cheaper rates and providing online services.

12. The company has a website and some social media presence that is maintained internally. ACC535 Customer Relationship Management CRM Plan

13. Current CRM for this company is through a group of spreadsheets and contact information kept in Microsoft Outlook. There is no central repository for all these files.

14. ***Make up any other additional information that you think will be useful for you to create a CRM plan for this company.