经典客户关管理(英文)讲义汇总.ppt

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Discussion_Paper_SAG.ppt The module “Process and organizational implications” can be completed within 4 weeks Project week Activity 11 12 13 14 1. Definition of the optimum degree of vertical integration Definition of core competencies Make-or-buy analysis Screening potential external partners 2. Assessment of core CRM processes and process changes Definition of core CRM processes in terms of information and transaction Analysis of interlinkages with the existing marketing sales processes Derive necessary process adaptations 3. Implications on the organizational structure Definition of necessary functional competencies and capacities Integration of CRM into existing marketing sales organizational structure Work schedule ?Process and organizational implications“ Source: Roland Berger Partners Discussion_Paper_SAG.ppt CRM is a key process within marketing sales Maximum value creation per customer for all products/services Maximize market value Zero-defect delivery Increase loyalty/ conquer target customers Minimum processing time with maximum demand satisfaction Brand management Product-/services lifecycle management Customer relationship management Sales planning/control and order-to-delivery Services ET/accessories ... NSC, importer Retail New/pre-owned vehicles Sales + Service Fleet business Direct business (e-commerce) Area sales Project example Source: Roland Berger Partners Discussion_Paper_SAG.ppt The core processes will be mapped in detail with special regard to the customer data flow Pre-sales Sales Monitor delivery Data flow E-fleet ordering Fleet manager Dealer Leasing company NSC Provides access code Receives basic customer data, saves car request Receives customer data, car request Provides saved car configura- tion Receives customer information/ order details from order form Receives order form for approval Receives order form for approval Receives approval Receives order for records Receives order for delivery scheduling Receives order

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