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Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
Crm workshop syper
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Crm workshop syper

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  • 1. ali.vahed.info Customer Relationship Management 28 August 2013Syper Meetup 1
  • 2. ali.vahed.info 28 August 2013Syper Meetup 2
  • 3. ali.vahed.info  Please introduce yourself  Give me a “GOOD NEWS”! 28 August 2013Syper Meetup 3
  • 4. ali.vahed.info 28 August 2013Syper Meetup 4
  • 5. ali.vahed.info CRM Concept CRM Software Solutions 28 August 2013Syper Meetup 5
  • 6. ali.vahed.info 28 August 2013Syper Meetup 6 Sam Walton WalMart There is only one boss. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.
  • 7. ali.vahed.info 28 August 2013Syper Meetup 7
  • 8. ali.vahed.info 28 August 2013Syper Meetup 8
  • 9. ali.vahed.info  Concept  Methodology  Strategy  System  Automation 28 August 2013Syper Meetup 9
  • 10. ali.vahed.info 28 August 2013Syper Meetup 10 Traditional Business CRM Goal: Expand customer base, increase market share by mass marketing Goal: Establish a profitable, long- term, one-to-one relationship with customers; understanding their needs, preferences, expectations Product oriented view Customer oriented view Mass marketing / mass production Mass customization, one-to-one marketing Standardization of customer needs Customer-supplier relationship Transactional relationship Relational approach
  • 11. ali.vahed.info 28 August 2013Syper Meetup 11 Product Customer Customer Product From Product-Centric to Customer-Centric
  • 12. ali.vahed.info Losing Products vs. Losing Customers 28 August 2013Syper Meetup 12
  • 13. ali.vahed.info 28 August 2013Syper Meetup 13
  • 14. ali.vahed.info 28 August 2013Syper Meetup 14
  • 15. ali.vahed.info Target Market Lead Customer Loyal Customer Advocate Mate!? 28 August 2013Syper Meetup 15
  • 16. ali.vahed.info Business Relation what does customer think about business? what does business think about customer? What does business can do for customer Target Market He may buys what we sell He does not know us Does he bring us money? We deliver what he may wants. Leads He needs what we sell He knows us How does he bring us money? We deliver how he wants. Customer He bought what we sell He trusts us When does he bring us money? We deliver what he wants, in the way he wants Loyal Customer He buys what we sell, again! He think positive about us How does he bring us more money? We deliver more value than he expects from us Advocate He sells what we sell He say positive about us How does he introduce us to someone else who can brings us money? We ask him to become our partner in our business Mate He buys what we don’t have He defend us When can we have a beer together? We are mate! 28 August 2013Syper Meetup 16
  • 17. ali.vahed.info 28 August 2013Syper Meetup 17 Target Lead Customer Unsatisfied Customer Contract End Customer- Life Cycle Customer-relationship Sales
  • 18. ali.vahed.info 28 August 2013Syper Meetup 18 After Sales Customer Requests Target Lead Customer Unsatisfied Customer Contract End Customer- Life Cycle Customer-relationship
  • 19. ali.vahed.info 28 August 2013Syper Meetup 19 Unsatisfied Customer Management Target Lead Lead Contract End Customer- Life Cycle Customer-relationship
  • 20. ali.vahed.info 28 August 2013Syper Meetup 20 Target Sale Return New Request Product ChangeContract Lead Customer Unsatisfied Customer Customer- Life Cycle Customer-relationship
  • 21. ali.vahed.info 28 August 2013Syper Meetup 21 After Sales Customer Requests Target Product ChangeContract Lead Customer Unsatisfied Customer Customer- Life Cycle Customer-relationship
  • 22. ali.vahed.info 28 August 2013Syper Meetup 22 Management Target Product ChangeContract Lead Customer Unsatisfied Customer Customer- Life Cycle Customer-relationship
  • 23. ali.vahed.info 28 August 2013Syper Meetup 23 ProcessPeople Technology 20% 10% 70%
  • 24. ali.vahed.info Implementing CRM by CRM! 28 August 2013Syper Meetup 24
  • 25. ali.vahed.info •Function Oriented •Process Oriented 28 August 2013Syper Meetup 25
  • 26. ali.vahed.info 28 August 2013Syper Meetup 26 Overall Detail External Internal List Chart/ Dashboard Execution Decision Making Strategic Management Mid-Level Management Operation
  • 27. ali.vahed.info  Operational IS 28 August 2013Syper Meetup 27  TPS  KWS  OA  Management IS  MRS  SMS  DSS  EIS  ES
  • 28. ali.vahed.info 28 August 2013Syper Meetup 28 MIS TPS1 TPS 2 TPS n
  • 29. ali.vahed.info 28 August 2013Syper Meetup 29 ERP CRM SCM KM PRM Customers Employees Partners Suppliers
  • 30. ali.vahed.info 28 August 2013Syper Meetup 30 •Central Customer DB •Localise Analysis •Customization •Communication •EDI
  • 31. ali.vahed.info 28 August 2013Syper Meetup 31
  • 32. ali.vahed.info 28 August 2013Syper Meetup 32 Customer Life Cycle CRM Functional Solutions CRM Integrated Solution The Internet Acquire Enhance Retain Direct Marketing Cross-sell and Up-sell Proactive Service Sales Force Automation Customer Support Collaborative Service Shared Customer Data Partner Company Customer
  • 33. ali.vahed.info Operation AnalyseCommunication 28 August 2013Syper Meetup 33
  • 34. ali.vahed.info 28 August 2013Syper Meetup 34
  • 35. ali.vahed.info 28 August 2013Syper Meetup 35
  • 36. ali.vahed.info 28 August 2013Syper Meetup 36
  • 37. ali.vahed.info 28 August 2013Syper Meetup 37
  • 38. ali.vahed.info Source: http://about.g2crowd.com/g2-crowd-releases-crm-vendor-ratings-for-summer-2013/ 28 August 2013Syper Meetup 38
  • 39. ali.vahed.info 28 August 2013Syper Meetup 39 Source: http://www.forbes.com
  • 40. ali.vahed.info 28 August 2013Syper Meetup 40 Source: http://http://www.crmswitch.com/crm-industry/usa-crm-market-share-2013/
  • 41. ali.vahed.info  Sales Force  Microsoft  SAP  Oracle  Sugar CRM  Tall Emu  Net suite  …? 28 August 2013Syper Meetup 41
  • 42. ali.vahed.info 28 August 2013Syper Meetup 42

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