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    Customer Relationship Managemenr: Viet Dung Trinh

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    This document discusses customer relationship management (CRM). It defines CRM as a strategic approach that uses technology to integrate customer interfaces and maximize customer relationships. It describes the key components of a CRM system including sales force automation, marketing management, and customer self-service capabilities. A successful CRM implementation requires properly trained staff, good data use and workflow processes, and software and systems integration. The document also provides examples of CRM software providers like Siebel Systems and how Microsoft partners with them.

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    Customer Relationship Managemenr: Viet Dung Trinh

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    29 views16 pages
    This document discusses customer relationship management (CRM). It defines CRM as a strategic approach that uses technology to integrate customer interfaces and maximize customer relationships. It describes the key components of a CRM system including sales force automation, marketing management, and customer self-service capabilities. A successful CRM implementation requires properly trained staff, good data use and workflow processes, and software and systems integration. The document also provides examples of CRM software providers like Siebel Systems and how Microsoft partners with them.

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    Crm

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    This document discusses customer relationship management (CRM). It defines CRM as a strategic approach that uses technology to integrate customer interfaces and maximize customer relationships. It describes the key components of a CRM system including sales force automation, marketing management, and customer self-service capabilities. A successful CRM implementation requires properly trained staff, good data use and workflow processes, and software and systems integration. The document also provides examples of CRM software providers like Siebel Systems and how Microsoft partners with them.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    29 views16 pages

    Customer Relationship Managemenr: Viet Dung Trinh

    Uploaded by

    Trịnh Việt Dũng
    This document discusses customer relationship management (CRM). It defines CRM as a strategic approach that uses technology to integrate customer interfaces and maximize customer relationships. It describes the key components of a CRM system including sales force automation, marketing management, and customer self-service capabilities. A successful CRM implementation requires properly trained staff, good data use and workflow processes, and software and systems integration. The document also provides examples of CRM software providers like Siebel Systems and how Microsoft partners with them.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    of 16

    Customer relationship managemenr

    Viet Dung Trinh

    Agenda
    What is CRM? A Definitive Definition The Works and Ways CRM in Motion The Bottom Line Bibliography

    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

    So, what is CRM!?


    CRM hardware
    Integration of all human to customer interfaces through technology
    Creating order winners Maximizing the customer relationship

    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

    A Successful CRM
    A successful CRM implementation with high ROI potential needs:
    Properly trained Front Office staff Proper data and good use of it Proper workflow processes Proper integration of Front Office and Back Office Proper software to support the strategy Full support of top managment

    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

    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

    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

    The Works and Ways


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

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

    Siebel Multichannel eBusiness


    Customer

    Delivers Multichannel CRM Supports Industry Specific Business Processes Embeds Best Practices Provides visibility across entire business Adapts to support changing business requirements Integrates seamlessly with other applications

    Web & Email


    Sales

    Call Center Sales Service Customer Information


    Service
    Service Management

    Partners

    Sales Force and Forecast Management

    Marketing

    Marketing Planning and Budgeting

    Account Management

    Opportunity Management

    Customer Asset Management

    Service Delivery

    Service Analytics

    Parts Inventory Management

    Campaign Management

    Channel Promotions Management

    Loyalty Programs Management

    Professional Services Management

    Order Management

    Order Management (Self-Assisted)

    Billing Management

    Customer Satisfaction Management

    Returns and Parts Repair

    Events Management

    Marketing Operations

    Branding and Awareness

    ERM
    Align Workforce Manage Performance Manage Corporate Communications Develop Competencies Drive Productivity

    Analytics Universal Application Network

    Finance

    Mfg.

    Billing

    OSS

    HR

    Legacy

    Microsoft .NET Framework


    Smart Clients
    Siebel eBusiness applications across many devices

    Windows .NET Servers


    Windows OS Siebel Gateway and Siebel Server

    .NET Enterprise Servers


    UAN and BizTalk Server SQL Server Exchange Server

    Developer Tools
    Visual Studio Siebel Tools

    What the Siebel-Microsoft Global Alliance Will Deliver


    Dedicated resources delivering joint solutions:
    BizTalk Server SAP

    Microsoft BizTalk Server and Visual Studio .NET design toolset will support Universal Application Network and Siebel Integration Business Processes Siebel eBusiness Applications will be optimized for Microsoft .NET, Windows Server operating systems, and Microsoft SQL Server Siebel eBusiness Applications will leverage .NET Framework to enhance interactivity of the Siebel Smart Web Client, integrate more tightly with Microsoft Office, and enable deployment on emerging mobile devices

    Business Process Controller Common Object Model Transport Layer

    Siebel Data Model

    Transformation Adapter

    Transformation Adapter

    SAP Data Model

    Adapter

    Adapter

    Adapter

    PSoft

    Legacy

    i2

    Portal

    Adapter

    The Bottom Line


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

    Bibliography
    http://www.crmcommunity.com http://www.imarketingnews.com http://www.convergys.com http://www.siebel.com PowerPoint Presentation, Damgaard CRM, Damgaard World Compass; 2000

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