Merced Overview

•

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John DuMerer

1
©
2011
Merced
Systems
Confiden4al
CMoevrceerd
S Sliydsete
TmBsC
Merced
Systems
Execu4on
For
your
Customer
Facing
Func4ons

2
©
2011
Merced
Systems
Confiden4al
Helping
Companies
Acquire
and
Retain
Customers
Tele-‐
Sales
Acquire
Sales
Performance
Management
Retain
Service
Performance
Management
Field
Sales
Retail
Sales
Partner
Sales
Customer
Service
Customer
Support
Back
Office
Field
Service

3
©
2011
Merced
Systems
Confiden4al
Customer-‐facing
organiza4ons
are
challenged
more
than
ever…
There
are
few
silver
bullets,
so…..You
must
execute
Expand
Geographic
Presence
Find
New
Sales
Channels
Launch
New
Products
and
Services
Ensure
Customer
Loyalty
Integrate
Newly
Acquired
Companies

4
In
sales
and
service
organiza4ons,
this
means
you
need
to…
©
2011
Merced
Systems
Confiden4al
§ Maximize
revenue
§ Promote
Higher-‐Margin
Selling
§ Retain
top
talent
§ Rapid
issue
resolu4on
§ Build
&
retain
customers
§ Iden4fy
and
op4mize
cross-‐
sell
&
up-‐sell
opportuni4es
§ Accelerate
cycle
4mes
§ Reduced
variance
among
sales
and
service
team
members
§ Reduce
overhead
§ Minimize
errors
Drive
Sales
ExecuGon
Provide
a
Superior
Customer
Experience
Ensure
OperaGonal
Efficiency

5
©
2011
Merced
Systems
Confiden4al
Execu4on
is
not
easy
Understanding
is
difficult
§ Data
is
massive
and
everywhere
§ Insufficient
tools
for
Business
Users
§ Lack
of
domain
specific
analysis
Doing
is
difficult
§ OrganizaGons
are
siloed,
complex
and
dynamic
§ Numerous
non-‐standardized
business
processes
§ Behavioral
change
is
difficult

6
Performance
Management
Enables
World
Class
Execu4on
Enable
Ac4on
Empower
Frontline
Automate
Processes
EXECUTE
©
2011
Merced
Systems
Confiden4al
ANALYZE
“Best
in
class
companies
are
3X
more
likely
to
leverage
PM
SoluGons”
Aberdeen
Group
-‐
April
2011
Aggregate
Data
Gain
Visibility
Iden4fy
Opportuni4es

7
©
2011
Merced
Systems
Confiden4al
Merced
Service
PM
Merced
AnalyGcs
Merced
Systems
Solu4ons
Offerings
Merced
Sales
PM
Deployment
OpGons
Business
ConsulGng
Services
ImplementaGon
Services
• SaaS
• Managed
Services
• On
Premise
• ROI
Development
• Change
Management
• Opera4ons
Consul4ng
• Design
and
Configura4on
• Adop4on
Planning
&
Rollout
• Training
&
Support

8
©
2011
Merced
Systems
Confiden4al
The
Problem…
The
purpose
of
business
is
to
create
and
keep
a
customer.
-‐Peter
Drucker
“
”

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Merced Overview

2. 2 © 2011 Merced Systems Confiden4al Helping Companies Acquire and Retain Customers Tele-‐ Sales Acquire Sales Performance Management Retain Service Performance Management Field Sales Retail Sales Partner Sales Customer Service Customer Support Back Office Field Service

3. 3 © 2011 Merced Systems Confiden4al Customer-‐facing organiza4ons are challenged more than ever… There are few silver bullets, so…..You must execute Expand Geographic Presence Find New Sales Channels Launch New Products and Services Ensure Customer Loyalty Integrate Newly Acquired Companies

4. 4 In sales and service organiza4ons, this means you need to… © 2011 Merced Systems Confiden4al § Maximize revenue § Promote Higher-‐Margin Selling § Retain top talent § Rapid issue resolu4on § Build & retain customers § Iden4fy and op4mize cross-‐ sell & up-‐sell opportuni4es § Accelerate cycle 4mes § Reduced variance among sales and service team members § Reduce overhead § Minimize errors Drive Sales ExecuGon Provide a Superior Customer Experience Ensure OperaGonal Efficiency

5. 5 © 2011 Merced Systems Confiden4al Execu4on is not easy Understanding is difficult § Data is massive and everywhere § Insufficient tools for Business Users § Lack of domain specific analysis Doing is difficult § OrganizaGons are siloed, complex and dynamic § Numerous non-‐standardized business processes § Behavioral change is difficult

6. 6 Performance Management Enables World Class Execu4on Enable Ac4on Empower Frontline Automate Processes EXECUTE © 2011 Merced Systems Confiden4al ANALYZE “Best in class companies are 3X more likely to leverage PM SoluGons” Aberdeen Group -‐ April 2011 Aggregate Data Gain Visibility Iden4fy Opportuni4es

7. 7 © 2011 Merced Systems Confiden4al Merced Service PM Merced AnalyGcs Merced Systems Solu4ons Offerings Merced Sales PM Deployment OpGons Business ConsulGng Services ImplementaGon Services • SaaS • Managed Services • On Premise • ROI Development • Change Management • Opera4ons Consul4ng • Design and Configura4on • Adop4on Planning & Rollout • Training & Support

Merced Overview

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