如何提升CRM价值？(英文).pptVIP

Competing for Scarce Customers Great Relationships = Differentiation Loyalty Leaders Grow Faster, Spend Less CRM is Not New…Or is It? “CRM is 90% half mental” Yogi Berra, CRM Consultant Customers Define a Great Relationship The New 4 Ps Relationship Drivers Passion People Process Performance CRMGuru Study: CRM Works! Key Drivers of Success Customer-centric strategy: using customer satisfaction and attrition data, getting customers involved in planning Front line training and support: explaining value of CRM, providing training for new skills required Organizational change: workflow design, changing roles and responsibilities Metrics: goals measured statistically (80% don’t) Three-Year “Overnight” Success Objectives: Serve channel partners better, sell more, spend less Solution: Allegis eBusiness (PRM) Saved $375,000 in communication costs Increased revenue $1 million with better lead management Improved partner and employee satisfaction Lessons Learned: Understand your users, deliver clear value to them Plan carefully, build a team, phase the implementation Establish baseline metrics and measurement process Communicate, communicate, communicate! Are You Listening? Selling Through Complex Channels CRM Technology Evolution Collaborative Business: Mutual Benefits Now: Point-To-Point Relationships Web Services: Enabling xRM Systems A New Breed of Web Application Self-contained, self-describing, modular applications Can be published, located, and invoked across the Web Performs functions -- simple to complicated processes Other applications can discover and invoke Web Services: Enabling xRM Systems The Potential Low-cost integration within, and between, enterprises Enabling process integration between trading partners Improving performance of collaborative networks Future: Optimized Value Network Types of Collaborative Systems People to Systems – CRM/PRM Portals People to People – Groupware System to System – E2E CRM Evolution to Collaborative Networks Complex Supp