Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
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The CRM hype! What is CRM? A Definitive Definition The Five Views of CRM A CRM Brainstorm Lets Talk ROI The Works and Ways CRM in motion: Siebel Systems Inc. The Bottom Line Bibliography
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designed to get the right mix of the companys products and services in front of each customer at the right time.
Sales Automation
Collaborative tools that enable all parties to the transaction to interact with one another
E-Commerce
capabilities such as shopping, marketplace, transaction and payment processing, and e-commerce security
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A CRM Brainstorm
How much do you think the average service call costs your company?
$0.10 $10 $1
How much do you think the average CRM automated web service transaction costs your company?
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Complete support from janitor, CEO, and all in between Thorough and on-going education for the enterprise True understanding of calculated risks involved
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A Successful CRM
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Sales Management
Must graphically provide management with an overview of all sales info in real time
E.g., historical data, back office, sales force performance
Marketing Management
Must organize, execute, track and analyze all campaigns
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Document Management
Requires Common
storage and linking area templates for quick document generation Tracking and logging of changes Sending and Tracking of all customer communication
Data Management
Must quickly mine effective data out of system into hands of decision makers.
Improves time to reaction
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Project Management
Must be linked to marketing module for cost and resource tracking
Knowledge Management
Must collect, organize, and analyze knowledge about customers
Action management Questionnaires
Telemarketing Management
Must have complete tech support
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CRM in Motion
Siebel Systems Inc.
Founded in 1993 Today: Worlds Largest customer centric, eBusiness application software provider 2000 Revenue: $1.79 billion 100% value-adding customer information systems
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Siebel Customers
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Bibliography
http://www.crmcommunity.com http://www.imarketingnews.com http://www.convergys.com http://www.siebel.com PowerPoint Presentation, Damgaard CRM, Damgaard World Compass; 2000
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