Journey to the Cloud CRM from Enterprise CRM - TechGiG Webinar


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Journey to the Cloud CRM from Enterprise CRM - TechGiG Webinar

  1. 1. Journey to the Cloud CRM from Enterprise CRM BetterBetter According to historians, the planet earth was once populated by Intelligent people ….. Then in 2013 all the Intelligent ones moved to the Cloud, leaving us behind !!! 3rd September 2013 Dinesh Chandrasekar Director Consulting Services CxM & MDM Practice Leader
  2. 2. | © Copyright 2013 Hitachi Consulting2 Agenda. • What “Cloud /SaaS” CRM means to an Enterprise? • How to cut out a Cloud CRM Strategy? • What are the options we have today in the Cloud market ? • How do I implement the Cloud CX ( Customer Experience) Solutions? • What are all the Do’s and Don’ts of Cloud CRM Migration from Enterprise CRM? • As an IT professional what I need to do to make a successful career in the Cloud CRM world ?
  3. 3. | © Copyright 2013 Hitachi Consulting3 What Cloud / SaaS CRM means to an Enterprise? • 40% of all CRM software' sold in 2012 worldwide was SaaS-based. Gartner states that they are seeing their enterprise clients seek out easier-to-deploy CRM systems compared to on-premise alternatives. • The report states that many enterprises are now replacing their legacy systems with SaaS-based CRM systems as well. • Enterprise clients also report that SaaS- based CRM systems are delivering net-new applications that deliver complementary functionality not possible with legacy and previous-generation CRM platforms e.g. Social Media Connect & Mobility
  4. 4. | © Copyright 2013 Hitachi Consulting4 What is SaaS/Cloud CRM? • Application Service Providers or ASP has come a long way since the dot com boom in the mid 90’s. • SaaS or Cloud based business solution is a means of using applications via the internet which is managed by the provider at their premise or at a remote location. • The provider may charge per-use or through a periodic subscription fee.
  5. 5. | © Copyright 2013 Hitachi Consulting5 Why SaaS /Cloud CRM for Enterprise ? • The Service provider will update the latest release with patch management. • It is compatible because all users will have the same version of the software. • Because of it global availability.
  6. 6. Cost Effective: Total Cost of Ownership (TCO) •Charged per User •Low Upfront Costs •Subscription based (Monthly or Annual)
  7. 7. | © Copyright 2013 Hitachi Consulting7 NetValue Time Go Live Date ~ 12 Months •Breakeve n •@ •27 months Risk <50% Successful Implementations Breakeven 27 months NetValue Time Go Live Date ~ 3 Months Value to CustomerRisk Breakeven 6 months >80% Successful Implementations Cloud CRMEnterprise CRM The benefit of implementing an accelerated CRM solution is the threefold : 1. Reduces the implementation risk 2. Quicker breakeven & 3. Increase value to the customer.
  8. 8. | © Copyright 2013 Hitachi Consulting8 One critical aspect in making a CRM selection is determining the underlying cost of on-premise CRM versus SaaS CRM solutions: Aprimo Aprimo Salesforce Onyx Siebel Siebel Siebel Siebel Application Implementation & Deployment Cost Hardware Infrastructure Personnel Maintenance Training Software Licenses 9% 21% 26% 14% 7% 1% HIDDEN COSTS CostforSaaS CRM AdditionalCostsforOnpremise CRM Technology Middleware Hardware (Servers, Storage Devices) System Maintenance Application Maintenance System Upgrades Application Upgrades People Internal Administrators Internal SME’s Internal Support External Support, SI Cost 21% Implementation Costs
  9. 9. 1. Adapt to the Shifting Tides “figure out how Cloud CRM fits into the Enterprise’s current technology environment—into current data, into the overall process and operating model environment,”” 2. First understand the Business Process “Previously buyers used to look at Consulting companies to understand the technology. With the Cloud CRM, consultants have to shift gears to understand the business process of the enterprise and explain the buyer how cloud CRM fits into the bigger picture” 3. Show Clients the Money “Switch from on-premises to on-demand can save anywhere from 40 percent to 60 percent of implementation costs” 4. Develop positive Customer Experience “Best of the firms pitching in on a SaaS CRM implementation are trying to develop a positive customer experience” How to lead a Cloud Opportunity Pursuit
  10. 10. Traditionally Mentioned Pros and Cons of Cloud CRM Cloud CRM Cloud CRM
  11. 11. Focus on Core Competencies of the Enterprise “Enterprise workforce can effectively concentrate on Core Competencies, rather than wasting valuable time learning and worrying about the CRM IT infrastructure and its maintenance”
  12. 12. Next Generation Architecture (Secure and Robust)
  13. 13. Initial Setups done by Vendors company providing a faster take off for the project. Rapid Deployment and built ready for use by Employees Can be accessed easily over the internet using any device Easily Accessible by Executives
  14. 14. Easy Scalability • Real Time Scalability (Either Scale Up or Scale Down) • Multi-Tenancy
  15. 15. System Integrations - Key to Success in Cloud CRM Systems
  16. 16. | © Copyright 2013 Hitachi Consulting16
  17. 17. Business and Technology Transformation Journey Stages for Cloud CRM
  18. 18. | © Copyright 2013 Hitachi Consulting18 Adoptability is the Key • Enterprises expect the SaaS CRM to have the depth and breath of the functionality. • SaaS CRM is likely to present some gaps in the functionality. • But as far as user adoption is concerned, SaaS CRM provides high adoption to their end users. • The easy of use and the global accessibility provides sales users to target more actionable and reliable sales pipeline. • The mobility and Social Media connect is the key enabler of user adoption.
  19. 19. | © Copyright 2013 Hitachi Consulting19 How do I implement the Cloud CX ( Customer Experience) Solution ?
  20. 20. Confirm and Align Strategy : We call the below as ‘Cloud Queries : A SaaS implementation for ERP and CRM is a big deal and you do need a plan, but even before that you should be looking at your business processes and asking yourself • What applications are involved? • Where is the data stored? • What kind of response times is needed? Can you work with a batch update to the data once a day, or do you need near real-time access to new data regardless of which system owns it? • Batch data updates tend to be relatively easy and there are extract, transform and load (ETL) tools to help with the process. For more real-time data sharing, you need integration technology or middleware, and you need to evaluate the options out there. • Whether both your ERP and your CRM systems are SaaS or just one, but any time you deal with SaaS you need a service-level agreement (SLA), and if the two systems are from different vendors, you need to consider what happens if one system is down—how is transaction data stored, etc. • What are your security requirements, both of your accessibility and of the data itself? • How much customization do you need? • Does the cost per-head method calculate in your favor? • Do you want to integrate your CRM with other enterprise solutions?
  21. 21. Design and Plan Create an Operating Model The need for an operating model for medium and large SaaS installations comes as a surprise to many executives, who are expecting quick returns from SaaS But you cannot sidestep the exercise of creating and implementing a governance structure and operating model for SaaS. “Give me six hours to chop down a tree and I will spend the first four sharpening the axe.” - Abraham Lincoln
  22. 22. Build and Deliver • Simple UI Configurations on Cloud CRM Applications • Connectivity/Integrations with various other systems
  23. 23. Operate and Improve
  24. 24. | © Copyright 2013 Hitachi Consulting24 What are the SaaS CRM options we have today in market ?
  25. 25. | © Copyright 2013 Hitachi Consulting25 Cloud Challenges SaaS solutions often work “right out of the box" for smaller organizations. However, larger enterprises generally have more complex business demands, including: • Evaluate the Cloud Integration options before you finalize the migration plan. • The need for 24 / 7 availability with no exclusion for “maintenance windows” • The desire to achieve process automation and business process re-engineering gains as part of a SaaS implementation • A continual technology refresh cycle which replaces on-premise systems and may need to replicate some of that system’s user interface in the new SaaS software • A well-thought out change management program for SaaS systems and their affects on downstream systems • Business continuity and disaster recovery programs that must be tested and proven when introducing SaaS into the corporate architecture • Data encryption to and from the SaaS providers data center
  26. 26. | © Copyright 2013 Hitachi Consulting26
  27. 27. Do’s and Don’ts of Cloud CRM Migration from On- Premise • Don’t Rush into implementation of Cloud CRM without complete understanding. • Don’t stop communicating! Arguably, the most common cause of failure of Cloud CRM projects is poor communication • Don’t forget to understand the agreement clauses and SLAs with the Vendor before signing the contract. • Create a Plan and Operating Model first before migration. • Negotiate the right contract. •Follow right Implementation Approach. • Get in place proper Change Management Practices for smoother transition. • Adopt right data security policies.
  28. 28. | © Copyright 2013 Hitachi Consulting28 As a IT professional what I need to do to make a successful career in the Cloud CRM world? “Changing the DNA of CRM Consultants” “Creating the New Breed of Cloud CRM Consultants”
  29. 29. | © Copyright 2013 Hitachi Consulting29 • Knowledge on Market leader’s Cloud CRM. • Certification on Cloud Implementation Modules. • Analytical skills to analyze and build customer solutions. • Strong in Web Development Skills. • Knowledge in Data Migration & Integration. • Strong Customer Handling skills. • Ability to customize data model for CRM system. • Supporting skills for existing customer solution. You Should Have…
  30. 30. Open Forum : Q & A Some more Q’s: Post your Queries to : Twitter : din2win