经典客户关管理.pptxVIP

;This document was created for the exclusive use of our clients. It is not complete unless supported by the underlying detailed analyses and oral presentation. It must not be passed on to third parties except with the explicit prior consent of Roland Berger Partners.;A. Introduction;The importance of an integrated Customer Care approach receives increasing awareness at top management level all over the world;In the future, a companys value will increasingly depend on the value of its customer base;The value of the customer base is determined by the key factors individual customer value and size of the customer base;The market value of the leading InfoCom companies clearly exceeds that of OEMs – the customer base is the key success factor;Managing the customer relationship is a key lever to increase shareholder value;;;The key lever for CRM success is the Internet ??innovative options for individual customer contact ;B. Project objectives and scope;The strategic goals aim at sustainable growth and profitability;The project objectives aim at a seamless implementation of CRM from vision to systems integration;The project covers the entire business-channel matrix with CRM applications to attract, penetrate and retain customers;C. Approach;Implementation;The customer relationship management strategy can be ready for implementation in 4.5 months;;?;The ?target setting“ phase can be completed within 4 weeks (1);The ?target setting“ phase can be completed within 4 weeks (2);The analysis of customer requirements will deliver segment-specific CRM related needs;;Transferable best practices can also be derived from non-automotive benchmarking targets;Particularly the airline industry is leapfrogging the development in customer retention programs including personalized services for target segments;The points-of-contact analysis is supported by specific tools and results in a rough estimate of how CRM functions can be optimally applied;;;The evaluation of the target sys