722 - CRM & E-CRM

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Agenda The CRM hype! What is CRM? A Definitive Definition The Five Views of CRM A CRM Brainstorm Let’s Talk ROI The Works and Ways CRM in motion: Siebel Systems Inc. The Bottom Line Bibliography

So, What is CRM!?:

So, What is CRM!? Strategic Customer Relationship Management CRM software Integration of all technological customer interfaces Front and Back end integration Maximizing the customer relationship Agenda

So, what is CRM!?:

So, what is CRM!? CRM hardware Integration of all human to customer interfaces through technology Creating order winners… Maximizing the customer relationship Agenda

Definitive Definition of CRM:

Definitive Definition of CRM CRM is ultimately what the company defines it to be depending on their business objectives… Five Views of CRM Marketing Automation Sales Automation Service and Service Fulfillment Customer Self-Service E-Commerce Agenda

Five Views of CRM:

Five Views of CRM Marketing Automation …designed to get the right mix of the company’s products and services in front of each customer at the right time. Sales Automation Collaborative tools that enable all parties to the transaction to interact with one another Service and Service Fulfillment Serving existing customer base through problem resolution systems, workflow automation and field service dispatch systems Agenda

Five views of CRM:

Five views of CRM Customer Self-Service e-CRM. Capabilities that can be directly invoked by the customer on the internet via PC and wireless devices. E-Commerce capabilities such as shopping, marketplace, transaction and payment processing, and e-commerce security Agenda

The Works and Ways:

The Works and Ways Sales Force Automation Must provide a linking to other relevent IT/Enterprise systems Sales Management Must graphically provide management with an overview of all sales info in real time E.g., historical data, back office, sales force performance… Marketing Management Must organize, execute, track and analyze all campaigns Agenda

The Works and Ways:

The Works and Ways Document Management Requires Common… storage and linking area templates for quick document generation Tracking and logging of changes Sending and Tracking of all customer communication Data Management Must quickly mine effective data out of system into hands of decision makers. Improves time to reaction Agenda

The Works and Ways:

The Works and Ways Project Management Must be linked to marketing module for cost and resource tracking Knowledge Management Must collect, organize, and analyze knowledge about customers Action management Questionnaires Telemarketing Management Must have complete tech support Agenda

The Works and Ways:

The Works and Ways Customer Self-Service Capabilities Must have account insight, detailed inventory information, service details/status, contact information...at the least. Agenda

CRM in Motion:

CRM in Motion Siebel Systems Inc. Founded in 1993 Today: World’s Largest customer centric, eBusiness application software provider 2000 Revenue: $1.79 billion 100% value-adding customer information systems Agenda

Siebel Systems Inc.:

Siebel Systems Inc. Agenda

Siebel Customers:

Siebel Customers Full Industry Spectrum! Agenda

The Bottom Line:

The Bottom Line Strategic Customer Relationship Managemnt seeks to improve customer retention through alignment of organizational vision, business processes, and personnel with technology. Agenda

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