销售概述课件.pptVIP

* Total customer management is an regular operational process, and if it is as critical to your company strategy as I think it is, refining and tweaking your CRM should be done about as often you review your financials or sales funnel. The five steps above basically describe a typical implementation process. You align your organization and get everyone on the same page from a strategic and directional perspective. Then you look at every customer touchpoint you have across your organization, and you define how those touchpoints will work together to create the overall customer experience. Next, you find a CRM solution that is adaptable and flexible enough to support everything you’ve defined. Once this solution is implemented, you also go through the process of refining and adapting – both processes and technology – to get where you need to be. Now, here’s the kicker. Most companies stop after step 5. They don’t allocate people and dollars to total customer management on an annual basis. They forget that businesses, markets and customers change. The fact of the matter is, great companies – the ones whose customers love them – follow this process on a regular basis. They take responsibility for total customer management by partnering with a CRM vendor, rather than by relying on one. I’m here today to talk to you about why Consona is the ideal partner for your total customer management initiative. * * * * * Storyline Large Conglomerates and Public Sector (national governments, agencies, etc…) Spin up new departments – think of SonyEricsson Customer Proofpoint Maccabi Health Services, HR Block, Microsoft Statistics Fred Reichheld, The Loyalty Effect * * * SQL Pass Summit 2006 * In the Contact Center, the key business leaders are: VP of Customer Service (or Chief Customer Officer in some cases)’ Contact Center Manager Agents and Supervisors VP-level (BDM) employees care about the strategic business impact that CRM can bring them. They care about market share ga