普华永道关于移动行业的趋势分析解析2资料.pptVIP

The Declining Cost of Enabling Technology Customer Transaction Costs Are Declining With The Web The Business Model Has Changed Considerably The Customer Interaction Value Model Has Inverted The Soft Underbelly of Established Corporate Infrastructures Customer Relationship Management A Company’s Brand Is The Aggregation Of All Customer Experiences A Company’s Brand Is Now Dependent On All Customer Experiences The Customer Investment Framework Proactive Up-Selling And Cross-Selling By Life Stage Customers Must Be Managed For Profitable Behavior The Web Is Fast Becoming The Critical Customer Interaction Channel Integrated Customer Information Is A Necessity For CRM Customer Information Must Be Both Broad And Deep To Be Useful A Company’s Processes Organization Are Significantly Impacted By Implementing CRM Solutions CRM Begins With Clearly Understanding The Business Strategy And Defining The New Business Processes To Be Enabled The Organization Structure Will Be Impacted By The New Business Processes Technology Enables The Changes To The Business Process And Organization CRM Business Strategy Must Be Defined In Terms Of Consumer Experiences and Features and Functions To Enable Implementing CRM Is A Journey Project Pitfalls Prioritize Projects On A Simple Scale Implement Rapidly By Phase About PwC PricewaterhouseCoopers is the world’s largest professional services organisation, created from the merger of Price Waterhouse and Coopers Lybrand. We help clients build value, manage risk and improve performance: - Largest professional services organisation in the world - 150-year history of delivering value - 155,000 people in over 150 countries - of which over 25,000 work in Asia Pacific - Global annual revenue of US$15.3 billion Our clients are leading global, national, local companies and public institutions Our Services PwC - Management Consulting Services Our Global Leadership in the Infocoms Sector Our Global Leadership in the Infocoms Sector PricewaterhouseCo