Brief explanation of modern CRM so

1. Application of Knowledge
A CASE FOR CONSOLIDATED, ADAPTIVE AND
ORGANISATIONALLY ALIGNED CRM PLATFORM
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2. Unlocking the impact of knowledge
Applied Approach
Business
led
Self-
improving
Self-
managed
Bringing
strategy
to life
Internal-
focus
Traditional CRM
Complex
Process
Driven
Custom
External
Marketing Enabler Company Accelerator
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3. CRM
ERP ERP
ERP
Web Industry
Economy
Competitors
Suppliers
Customers
Automatic/Manual Integration and Consolidation through Data
Warehouse / Middleware / Database Integration
Why? Because it’s:
a) Robust
b) Scalable
c) Logical
d) Focused
e) Cost-effective
BI Module
Reporting Analysis
Marketing
Automation
Customer
Relationship
Data Sources:
Consolidated
Organisational
Universe
Data  Information
Information  Insight
1. Scalable & Ad-hoc
2. Intelligent Dashboards
3. Triggers/Alerts
4. Recurring Reporting
1. Customer, Supplier,
Competitor and Industry
Outlooks
2. Performance Analysis
3. Activity / Pipeline /
Market Commercial Focus
1. Standardising best
practice.
2. Internal/External
Stakeholders Management
3. Sales Force Optimization
1. Bringing Customer
Information to life
2. Effective Customer
Relationship Management
3. Activity Management
World
Data
Partners
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4. So what is the
end game?
• “One version of the truth”
• Combines organisational know-
how with external data sources
• Standardises use of company
strategy to drive growth and
retain customer satisfaction
• Enables a thorough competitor
benchmarking and drives
strategic / commercial decision
making at all levels
• Streamlines organisational
work-flow
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5. Timeline & Business Implications
Market &
Business
Scope
Enabling
Strategy – KPI
Framework
System Build
Journey of
Change
Ongoing
Performance
Management
Business Implications
 Commercially attractive – ROI
realisation within first few weeks of
platform fully running
Enables management to control
and steer organisation towards
growth and customer retention
 Output is user driven – no need
for software training or “days off”
Will be met with resistance by
stakeholders happy with the Status
Quo
 Requires a full management
buy-in at all levels
2 months
1 month
2-3 months
3-6 months
After 1st year
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6. It’s easier than you think…
Contact me to find out how.
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