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Cómo conseguir y gestionar la lealtad y retener a sus clientes con Oracle CRM
Cómo conseguir y gestionar la lealtad y retener a sus clientes con Oracle CRM
Cómo conseguir y gestionar la lealtad y retener a sus clientes con Oracle CRM
Cómo conseguir y gestionar la lealtad y retener a sus clientes con Oracle CRM
Cómo conseguir y gestionar la lealtad y retener a sus clientes con Oracle CRM
Cómo conseguir y gestionar la lealtad y retener a sus clientes con Oracle CRM
Cómo conseguir y gestionar la lealtad y retener a sus clientes con Oracle CRM
Cómo conseguir y gestionar la lealtad y retener a sus clientes con Oracle CRM
Cómo conseguir y gestionar la lealtad y retener a sus clientes con Oracle CRM
Cómo conseguir y gestionar la lealtad y retener a sus clientes con Oracle CRM
Cómo conseguir y gestionar la lealtad y retener a sus clientes con Oracle CRM
Cómo conseguir y gestionar la lealtad y retener a sus clientes con Oracle CRM
Cómo conseguir y gestionar la lealtad y retener a sus clientes con Oracle CRM
Cómo conseguir y gestionar la lealtad y retener a sus clientes con Oracle CRM
Cómo conseguir y gestionar la lealtad y retener a sus clientes con Oracle CRM
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Cómo conseguir y gestionar la lealtad y retener a sus clientes con Oracle CRM

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  • Bring up on stage two customers to tell the audience about their experiences. Manpower Associates is a $14.9B global company with 27,000 employees in the temporary staffing business. Manpower runs a combined PeopleSoft Enterprise and JD Edwards EnterpriseOne shop. These experts in human resources use Enterprise HCM for their own staffing and EnterpriseOne Payroll and Service Billing for handling the large volumes of US-based temporary staff. Manpower is very happy with Oracle’s support since purchasing PeopleSoft and is looking forward to a long relationship with Oracle. Spokesperson will be Jay Schaudies, Vice President, Global eCommerce. Welch Foods is the food processing and marketing arm of National Grape Cooperative Association. Organized in 1945, National Grape is a grower-owned agricultural cooperative with 1,461 members. The company, headquartered in Concord, Massachusetts, operates six plants located in Michigan, New York, Pennsylvania and Washington. The company was running a mix of legacy, home grown, and manual systems that failed to provide senior management with accurate and timely cost and production information. Welch’s required a centralized manufacturing and financial information system to improve management decision making. The solution had to be hot-pluggable with existing technologies, for example, Welch’s Plumtree portal. Welch Foods chose Oracle over SAP for this business-critical application. The key to the customer’s business problem was their ability to manage costs. The company’s costs are driven by fruit solid content in each of their products, and they use a specialized technique called BRIX for measuring and calculating the cost of materials. Welch’s compared SAP and Oracle SAP’s software was too rigid and, therefore, unable to include the BRIX calculation in their manufacturing solution. Only Oracle’s OPM could bind this custom cost method into the Quality Management Process. Technology customer yet to be determined. Current possibilities include eBay and FTD Florists.
  • “ Crear un vínculo emocional” > para ello: asegurar que proporcionamos experiencias satisfactorias, ¿cómo?: Hacen falta 2 cosas: 1.1 – no estropear la relación con malas experiencias (no pinchar, estar a la altura en cada interacción). Experiencias satisfactorias de forma reiterada. ‘ En los momentos de la verdad te la juegas’ Por ejemplo: LIBROS DE TEXTO - mi experiencia con Dideco, en 1 sola ‘faena’ se cargan buena parte de la relación 1.2- Aportar valor a la relación: ir 1 paso más allá en cada interacción, proporcionar experiencias agradables, generar confianza y crear vínculos emocionales. Momentos de la verdad: “no tienen porqué hacerlo”, “no esperar nada a cambio” > GENERAR CONFIANZA SMS con recordatorios de cita Hab + grande si vas con niños Informar proactivamente de un retraso “ Los productos, promociones y precios se pueden copiar. Las actitudes, el trato y las emociones no” _______________________________________________________________________________ So what can you do to build loyal customers and get them to return and buy only from you? A winning and proven strategy is to put your customer in the center and make your customer the focus . If you want to build loyal customers, you must provide a superior customer experience. Your organization is in constant conversation/dialogue with your customers. It is crucial for you to make every interaction, every moment of truth be a high quality experience for the customer. Whether they are making a purchase, paying a bill, or scheduling a service appointment. From a customer perspective, they are doing business with one company. Their level of satisfaction with that company is measured by the ACCUMULATION of their experiences across ALL the customer touchpoints.
  • * adelantarse, proactividad * informar en situaciones adversas “ Los productos, promociones y precios se pueden copiar. Las actitudes, el trato y las emociones NO” Para mejorar la experiencia como cliente nuestra estrategia debe incluir: Objetivos a conseguir Comportamientos que SÍ queremos que ocurran, procesos y actitudes Ejemplos de procesos, comp y actitudes que NO deben ocurrir.
  • What are the key benefits that enterprises see in Cloud Computing? Here’s are some recent results from a survey by IDC. Benefits: the top reason to use cloud computing is speed/ease of deployment, and the next 3 are all related to lower costs.
  • And what are the key concerns that enterprises see in Cloud Computing? Here’s are results from the same survey by IDC. Issues: Security is the top issue. The next 2 (Perf & Avail) relate to Quality of Service. The next 2 relate to concerns about how well the cloud application fits the business requirements. There is also concern about long-term costs, lock-in and regulatory compliance.
  • Bring up on stage two customers to tell the audience about their experiences. Manpower Associates is a $14.9B global company with 27,000 employees in the temporary staffing business. Manpower runs a combined PeopleSoft Enterprise and JD Edwards EnterpriseOne shop. These experts in human resources use Enterprise HCM for their own staffing and EnterpriseOne Payroll and Service Billing for handling the large volumes of US-based temporary staff. Manpower is very happy with Oracle’s support since purchasing PeopleSoft and is looking forward to a long relationship with Oracle. Spokesperson will be Jay Schaudies, Vice President, Global eCommerce. Welch Foods is the food processing and marketing arm of National Grape Cooperative Association. Organized in 1945, National Grape is a grower-owned agricultural cooperative with 1,461 members. The company, headquartered in Concord, Massachusetts, operates six plants located in Michigan, New York, Pennsylvania and Washington. The company was running a mix of legacy, home grown, and manual systems that failed to provide senior management with accurate and timely cost and production information. Welch’s required a centralized manufacturing and financial information system to improve management decision making. The solution had to be hot-pluggable with existing technologies, for example, Welch’s Plumtree portal. Welch Foods chose Oracle over SAP for this business-critical application. The key to the customer’s business problem was their ability to manage costs. The company’s costs are driven by fruit solid content in each of their products, and they use a specialized technique called BRIX for measuring and calculating the cost of materials. Welch’s compared SAP and Oracle SAP’s software was too rigid and, therefore, unable to include the BRIX calculation in their manufacturing solution. Only Oracle’s OPM could bind this custom cost method into the Quality Management Process. Technology customer yet to be determined. Current possibilities include eBay and FTD Florists.
  • Transcript

    • 1.  
    • 2. Como conseguir y gestionar la lealtad y la retención de sus clientes y reducir costes manteniendo la ventaja competitiva y el liderazgo Gema Sebastián Galán Sales Consultant CRM de Oracle 3 rd party logo
    • 3. Como conseguir y gestionar la lealtad y la retención de sus clientes y reducir costes manteniendo la ventaja competitiva y el liderazgo
    • 4. Objetivo: crear un vínculo emocional Asegurar experiencias de cliente satisfactorias Phone Online In Person
    • 5. Nuevo Modelo de Negocio CRM: CEM Interacciones personalizadas, relevantes y oportunas Mobile CRM Online POS Phone <ul><li>Concienciación de todos los empleados </li></ul><ul><li>Distribuir la información a todos los puntos de contacto </li></ul><ul><li>Ofertas relevantes y oportunas en cada canal </li></ul><ul><li>Obtener permiso x canal </li></ul><ul><li>Utilizar los “momentos de la verdad” </li></ul><ul><li>Tiempo real, interactivo </li></ul><ul><li>Valor añadido con partners </li></ul>Construir confianza con interacciones multicanal relevantes
    • 6. Oracle Complete CRM Financial Services SFA Call Centre eBilling Loyalty Marketing Self Service PRM Order Mgmt Field Service
    • 7. Como conseguir y gestionar la lealtad y la retención de sus clientes y reducir costes manteniendo la ventaja competitiva y el liderazgo
    • 8. Se trata de tiempo Hacer rendir a cada interacción
    • 9. Se trata de información Hacer rendir a cada interacción
    • 10. Los clientes quieren una solución que cubra el objetivo actual y a corto plazo para que comience de forma rápida Seguro Costes bajos, predecibles (subscripción) Disponible de todos los sitios (via internet) Sin costes de instalación ni de hardware Siempre con la última tecnología más segura Fácil de utilizar Menor presupuesto “ Time to value” Rápido SaaS Modificaciones y mejoras garantizadas y soportadas en futuras versiones
    • 11. Oracle CRM On Demand
    • 12. Cloud Computing en la Actualidad
    • 13. ¿Por qué Cloud Computing? Beneficios Speed Cost
    • 14. ¿Por qué NO Cloud Computing? Retos/barreras QoS Fit Security
    • 15. &nbsp;

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