Crm characteristics

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Crm characteristics

  1. 1. CRM Characteristics
  2. 2. CRM @ Work: 8 Characteristics <ul><li>What have enterprises accomplished thus far or what do they want to achieve with their CRM efforts? </li></ul><ul><li>• What does it take to be a winner in CRM? </li></ul>
  3. 3. Direction Implement Source: Gartner Research Eight Building Blocks of CRM 1. CRM Vision: Leadership, Market Position, Value Proposition 2. CRM Stratégies: Objectives, Segments, Effective Interaction 3. Valued-Customer Experience Understand Requirements Monitor Expectations Satisfaction vs. Competition Act on Feedback Customer Communication 4. Organizational Collaboration Culture and Structure Customer Understanding People: Skills/Competencies Incentives/Compensation Internal Communications Partners and Suppliers 5. CRM Processes: Customer Life Cycle, Knowledge Management 6. CRM Information: Data, Analysis, Market Research 7. CRM Technology: Applications, IT Architecture 8. CRM Metrics: Value, Retention, Satisfaction, Loyalty, Cost to Serve
  4. 4. Integrated view of the Customer
  5. 5. MDM & ROI (implementation ranking depending g on the scale of easiest to hardest) <ul><li>Procuring Skilled Resources </li></ul><ul><li>Measuring actual ROI achieved </li></ul><ul><li>Definition & acceptance of data standard </li></ul><ul><li>Breaking down organizational silos </li></ul><ul><li>Integration with Operational Applications </li></ul><ul><li>Obtaining Data Quality Improvements </li></ul><ul><li>Setting-up data stewards function </li></ul><ul><li>Managing the data governance process </li></ul><ul><li>Controlling Cost of the implementation </li></ul><ul><li>Achieve high level run time performance </li></ul><ul><li>Audit master data </li></ul><ul><li>Scope Creep in Master Attributes </li></ul><ul><li>Demonstrating Incremental Business Value </li></ul><ul><li>Building the Business Case </li></ul><ul><li>Extensibility of MDM Schema </li></ul>ROI Technical Organization Source : Oracle & Gartner
  6. 6. Business Transformation Measuring actual ROI achieved
  7. 7. Gartner Maturity Model
  8. 9. Customer Experience
  9. 10. 3 Important Differentiators
  10. 11. Business Model Architectural Model Operational Model ?

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