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New CRM Approach


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a new approach on how a CRM should become, IMTelkom (

Published in: Design, Business, Technology
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New CRM Approach

  1. 1. New Concept of Full CRM Customer Relationship Management
  2. 2. Basic Concept <ul><li>Framework Application that needs no programming, just setting and configuration (nuts and bolts) </li></ul><ul><li>Assure faster time to market </li></ul><ul><li>Based on the CRM concept and beyond </li></ul><ul><li>Providing the best approach to become flexible enough to accommodate the need of emerging web 2.0 </li></ul><ul><li>Enabled full sphere Customer View </li></ul>
  3. 3. Modules <ul><li>Marketing </li></ul><ul><li>Sales </li></ul><ul><li>Service </li></ul><ul><li>Master Data </li></ul><ul><li>Web Portal </li></ul><ul><li>Harvester (robot engine to retrieve / upload information from / to social media) </li></ul><ul><li>Intelligent Reporting (implant a data correlation from sales / service to provide feedback for marketing promo) </li></ul>
  4. 4. Integrated Solution marketing sales service MDM outer ring : abundant source of information intelligence reporting inner ring : direct personal information
  5. 5. Marketing Features <ul><li>Customer Segmentation </li></ul><ul><li>Marketing Activity </li></ul><ul><ul><li>Marketing Plan </li></ul></ul><ul><ul><li>Campaign Management </li></ul></ul><ul><ul><li>Survey Management </li></ul></ul><ul><ul><li>Promotion </li></ul></ul><ul><ul><li>Notification Engine </li></ul></ul><ul><ul><li>Document Creation </li></ul></ul><ul><li>Deal Management </li></ul><ul><li>Lead Management </li></ul><ul><li>Feedback for Promotion (cross / up / down-selling) </li></ul><ul><ul><li>Feedback for Sales </li></ul></ul><ul><ul><li>Feedback for Service </li></ul></ul><ul><ul><li>Harvester Feedback </li></ul></ul>Marketing Sales Service
  6. 6. Sales Features <ul><li>Customer Profiling </li></ul><ul><li>Sales Activity </li></ul><ul><ul><li>Order Entry </li></ul></ul><ul><ul><li>Notification Engine </li></ul></ul><ul><ul><li>Document Creation </li></ul></ul><ul><ul><li>Status Management </li></ul></ul><ul><ul><li>Tariff Engine </li></ul></ul><ul><ul><li>Configurable Product </li></ul></ul><ul><li>Lead Management </li></ul><ul><li>Feedback for Sales Follow up </li></ul><ul><ul><li>Feedback for Sales </li></ul></ul><ul><ul><li>Feedback for Service </li></ul></ul><ul><ul><li>Harvester Feedback </li></ul></ul>Marketing Sales Service
  7. 7. Service Features <ul><li>Customer Call Centre </li></ul><ul><ul><li>customer profiling </li></ul></ul><ul><ul><li>complaint center </li></ul></ul><ul><ul><li>information center </li></ul></ul><ul><ul><li>churn management </li></ul></ul><ul><ul><li>promotion offering </li></ul></ul><ul><li>Lead Management </li></ul><ul><li>Deal Management </li></ul><ul><li>Feedback for Sales Follow up </li></ul><ul><ul><li>Feedback for Marketing </li></ul></ul><ul><ul><li>Feedback for Sales </li></ul></ul><ul><ul><li>Harvester Feedback </li></ul></ul>Marketing Sales Service Social Media
  8. 8. Master Data <ul><li>Internal or External (look up) data </li></ul><ul><li>Configurable Attribute (related with role) </li></ul><ul><li>User and Role Management (per form, per attribute, per action) </li></ul><ul><li>Tree Structure of Business Partner </li></ul><ul><li>Ability to Profiled using agent / harvester to get full sphere customer view </li></ul>
  9. 9. Harvester <ul><li>A robot to obtain information from any resource, such as social media to get customer information, current mood, hobby, like/dislike, type of friends, etc </li></ul><ul><li>A robot to upload information regarding marketing campaign, promotion, service and complaint, etc. </li></ul>
  10. 10. Intelligent Reporting <ul><li>Provide report that able to suggest a new marketing promotion, based on sales, service, and information from harvester </li></ul><ul><li>Ability to implant a set of function to correlate information from any resource to provide a suggestion </li></ul>
  11. 11. Marketing Module <ul><li>Customer Segmentation, providing a tool to create attribute / profile of a customer </li></ul><ul><li>Marketing Activity </li></ul><ul><ul><li>Marketing Plan, create a plan and budget for marketing </li></ul></ul><ul><ul><li>Campaign Management, create a campaign (of a product) to specific segment </li></ul></ul><ul><ul><li>Survey Management, create an email-based and web-based survey to specific segment </li></ul></ul><ul><ul><li>Promotion, create a product promotion to specific segment </li></ul></ul><ul><ul><li>Notification Engine, create a designated and scheduled notification </li></ul></ul><ul><ul><li>Document Creation, create a form for email and survey </li></ul></ul><ul><li>Deal Management, provide a bidding and negotiation process </li></ul><ul><li>Lead Management, create a lead for sale forces from a campaign or promotion </li></ul><ul><li>Feedback for Promotion (cross / up / down-selling) </li></ul><ul><ul><li>Feedback for Sales, gives an advice to Promotion or Campaign based on product and customer portfolio </li></ul></ul><ul><ul><li>Feedback for Service, gives an advice to Promotion or Campaign based on inbound/outbound call </li></ul></ul><ul><ul><li>Harvester Feedback, gives an advice to Promotion or Campaign based on customer profile </li></ul></ul>
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