Driving CRM Effectiveness in a Recession


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Things you can do to help make our CRM solution more effective. These are generic items and not specific to any one CRM application.

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  • Let your customers do your marketing for youGive sales people better tools for sales, campaigns, and deal pricingGuide customers to lower cost channelsBook orders more efficientlyMake the most of your current software investments
  • From the press release titled "National Workplace Survey Reveals American Professionals Overwhelmed, Headed for “Breaking Point”:Sixty-two percent of professionals report that they spend a lot of time sifting through irrelevant information to find what they need; 68 percent wish they could spend less time organizing information and more time using the information that comes their way;Workers admit that not being able to lay their hands on the right information at the right time impedes their ability to work efficiently; 85% agree that not being able to access the right information at the right time is a huge time-waster;More than 40 percent of the survey participants indicate an inability to handle future increases in information flow;While an average workday for white collar workers is 8.89 hours, the survey finds that on average, 7.89 working hours are used conducting research, attending meetings, and searching for previously created documents, and;White collar professionals spend an average of 2.3 hours daily conducting online research, with one in ten spending four hours or more on an average day.
  • Driving CRM Effectiveness in a Recession

    1. 1. Driving CRM Effectiveness in a Recession<br />Dipock Das, Senior Director, CRM Innovation<br />
    2. 2. The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions.<br />The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.<br />
    3. 3. Driving CRM Effectiveness<br />CRM is a process – not an event<br />Your employees are your most valuable resource<br />That Social thing – Listen to your customers<br />Drive customers to low cost channels<br />Reduce the cost of sales<br />Get connected<br />Go Virtual<br />
    4. 4. CRM is a Process, not an Event<br />Continuous improvement<br />Engagement strategy<br />Analytics<br />Real time Decisions<br />Loyalty<br />Governance<br />Back to Basics<br />Automate the mundane<br />Clicks = Transactions<br />
    5. 5. Invest in your usersCRM is a contract between you and your employees<br />Where Enterprise Applications Fall ShortPoor Usability and lack of “Value” based awareness <br />Show them the value – “what’s the point”<br />Empower your users – show them how to become effective and proficient with the application<br />Don’t try to train them in one go – have clinics<br />4 minute videos – so that users can train themselves at their own pace – but in small doses<br />Source: Harvard Business Review, July-August 2006; Annual sales survey of Chief Sales Officers.<br />
    6. 6. Listen to your usersThey are the barometer of what is working and what is not<br />Your employees use the CRM system <br />Have a feedback mechanism to iron out the issues<br />Let your users train you<br />Call your call center with a problem<br />Track the clicks – monitor process completion rate<br />Listen to your users – <br />After one week, <br />After one month, <br />After 6 months<br />In one year<br />
    7. 7. Listen to your customersYou need to go to them, they won’t come to you<br />Your customers are having conversations about <br />Your products<br />Your services<br />Your competition<br />But not with YOU<br />Blogs, Twitter, News feeds, Social Networks, Rating sites<br />Most of these sites/feeds/tools cost nothing to tap into<br />
    8. 8. Drive users to lower cost channelsFocus on a value-added customer experience to drive higher retention<br />Word of mouth marketing<br />Blogs - suggestions for new chips<br />Digg – customers voted for flavours<br />eBilling<br />eCommerce<br />Self-service<br />Public Sector<br />Telecommunications<br />Insurance Healthcare<br />High Tech<br />
    9. 9. Reduce the Cost of Sales<br />Better Equip your workforce<br />Deploy a Search engine<br />Build bridges, not walls<br />Use the right tool for the job<br />
    10. 10. Use a search engine<br />The Cost of not finding information<br />Duplication of data<br />Duplication of effort<br />Do you really need to enter all that data?<br />Type ahead search<br />Common phrases , common searches<br />Sentiment analysis<br />Real time decisions<br />Caching<br />Faster effective data capture and entry<br />Siebel has prebuilt integration with Oracle Secure Enterprise Search<br />
    11. 11. Build bridges, not walls ….Foster collaboration and sharing<br />
    12. 12. Right tools for the job, right place, right timeDid you think one tool was enough?<br />1. Checks email<br />2. Preps Slides<br />4. Updates deal<br />3. Checks news<br />5. Updates notes<br />This is Susan<br />At home<br />On the road<br />In the office<br />
    13. 13. Right tool, right place, right time<br />Personal*<br />Social<br />Gadgets<br />Mobile<br />Transactional<br />Gadgets are free. Download from edelivery.oracle.com today<br />iPhone apps are free. Download from the Apple store today<br />*Native Outlook client coming soon.<br />
    14. 14. Get Connected<br />CRM<br />SCM<br />ERP<br />Customer driven integrated processes……<br />HCM<br />
    15. 15. Digitizing the EnterpriseCustomer Driven Integration Processes<br />
    16. 16. Go VirtualRun Siebel CRM on Oracle VM<br />Operational Benefits<br />&lt;1 hour from download to live CRM system<br />Reduced time to get up and running<br />Use in DR and Upgrade strategies<br />Huge reduction in cost of operation<br />Greater control over operating environment<br />Reduced costs through consolidation <br />Lower energy costs<br />Lower electricity costs<br />Less water consumed<br />Less floor space<br />Less staff to manage server farm and hence less traffic <br />Siebel on Oracle VM is available on edelivery.oracle.com<br />
    17. 17. Driving CRM Effectiveness<br />CRM is a process of improvement<br />Listen to your users<br />Listen to your customers<br />Connect your people<br />Connect your systems<br />Go Virtual<br />
    18. 18. Thank you.<br />dipock.das@oracle.com<br />http://blogs.oracle.com/dipockdas<br />