ForchuTeck Customer Relationship Management


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ForchuTeck Customer Relationship Management

  1. 1. Customer Relationship Management The Battle for the Customer
  2. 2. What is CRM? <ul><li>Focuses on what is most important to the business: the care of customers </li></ul><ul><li>Institutionalize the importance of customer relationships </li></ul><ul><li>Workflow </li></ul><ul><li>Manages customer information </li></ul>
  3. 3. Why CRM? <ul><li>Customer centric </li></ul><ul><li>Institutionalize customer relationships </li></ul><ul><li>Interact with their customers in an increasingly personalized way </li></ul><ul><li>Help reduce costs through more automation and greater efficiency </li></ul><ul><li>Build customer loyalty </li></ul>
  4. 4. Why CRM? <ul><li>Collect and centralize all information flowing through your organization </li></ul><ul><li>Have immediate access to complete account history </li></ul><ul><li>Share information with other departments </li></ul><ul><li>Track frequently used letters, e-mail, and faxes </li></ul><ul><li>Track marketing campaigns and responses </li></ul><ul><li>Provide customers with product information via e-mail or newsletters </li></ul>
  5. 5. Challenges faced by Managers <ul><li>“ How do I minimize costs without reducing the level of service I offer my customers?” </li></ul><ul><li>“ How do I increase profitability by increasing cross-sell and up-sell opportunities?” </li></ul><ul><li>“ How do I preserve and grow my enterprise’s brand equity?” </li></ul>
  6. 6. Challenges faced by Managers <ul><li>“ How do I leverage information across the enterprise?” </li></ul><ul><li>“ How can I extend my CRM solution across various functional organizations?” </li></ul><ul><li>“ How do I provide the same levels of service to my customer across all media channels?” </li></ul><ul><li>“ How do I leverage and protect my existing and future technological investments?” </li></ul>
  7. 7. <ul><li>Minimize cost and Maximize </li></ul><ul><li>Profitability </li></ul><ul><li>Customer Retention </li></ul><ul><li>Credibility, Quality, and Reliability (CQR) </li></ul><ul><li>Trust </li></ul>Bottom line
  8. 8. Expectations and Experience <ul><li>Enterprise </li></ul><ul><li>Achieve Maximum Profitability </li></ul><ul><li>Retain Customers </li></ul><ul><li>Gain Market Share </li></ul><ul><li>End User </li></ul><ul><li>Excellent & Consistent Customer Service </li></ul><ul><li>Technology Friendly & Easy to use Customer Service </li></ul><ul><li>Agent/Service Rep </li></ul><ul><li>Consolidated View of the Customer </li></ul><ul><li>Complete Opportunity Management </li></ul><ul><li>Up-selling/Cross-selling Engines </li></ul>
  9. 9. Necessary Conditions for Success <ul><li>Trust </li></ul><ul><li>CQR - Fault Tolerant Infrastructure </li></ul><ul><li>Trained Top Notch Personnel </li></ul><ul><li>Domain Knowledge/Vertical Industry </li></ul><ul><li>Value Price Equation </li></ul><ul><ul><li>Quality will Outrank Price </li></ul></ul>
  10. 10. Meeting Customer Needs <ul><li>Timeliness of information </li></ul><ul><li>Efficiency of processes </li></ul><ul><li>Link between customer and employee satisfaction </li></ul><ul><li>Lack of knowledge about and use of process management </li></ul>
  11. 11. Know Your Business <ul><li>Business to Consumer </li></ul><ul><li>Business to Business </li></ul><ul><li>Business to Business to Consumer </li></ul>
  12. 12. About CRM Pro <ul><li>CRM pro is a focused CRM consulting and solutions delivery arm of SoftPro Systems, positioned to be a global competency center in CRM technologies and solutions. </li></ul>
  13. 13. Why CRM Pro? <ul><li>Foresight </li></ul><ul><li>Experience </li></ul><ul><li>Knowledge </li></ul><ul><li>Technology </li></ul><ul><li>Simple, Scalable, Complete and Affordable solutions. </li></ul>
  14. 14. CRM Pro’s Solutions Philosophy <ul><li>To provide our customers with knowledge, tools and resources that help them address their customer relationships holistically. </li></ul><ul><li>To provide our customers the flexibility to configure and select the services that they want us to offer them. </li></ul><ul><li>Deliver cost-effective solutions that achieve highest quality results through tangible benefits. </li></ul>
  15. 15. CRM Pro’s Methodology <ul><li>Engagement Delivery Model </li></ul><ul><ul><li>Assessment & Discovery </li></ul></ul><ul><ul><li>Architecture & Design </li></ul></ul><ul><ul><li>Prototype </li></ul></ul><ul><ul><li>Development & Rollout </li></ul></ul><ul><ul><li>Maintenance </li></ul></ul>
  16. 16. CRM Pro’s framework for providing Solution <ul><li>Identify what drives your customers and how well you're meeting their expectations. </li></ul><ul><li>Make sense of the diverse technologies available. </li></ul><ul><li>Identify vendors that best fit your requirements. </li></ul><ul><li>Design a Enterprise CRM architecture. </li></ul><ul><li>Understand the issues related to integration and deployment. </li></ul><ul><li>Design a resource requirements matrix. </li></ul><ul><li>CRM pro prepares your organization to embark on your CRM journey. </li></ul>
  17. 17. Vertical Considerations <ul><li>Requirements vary by Industry </li></ul><ul><li>Telecom </li></ul><ul><li>eCommerce </li></ul><ul><li>Retail </li></ul><ul><li>Consumer Goods </li></ul><ul><li>Hospitality </li></ul><ul><li>Finance & Insurance </li></ul><ul><li>Health care </li></ul><ul><li>Agro Industry </li></ul>
  18. 18. CRM Pro’s Partner <ul><li>CRM Pro is focused on delivering value to the CRM industry. Our partners include leading companies in the CRM industry. </li></ul><ul><li>We believe that delivering a complete solution requires alliances with other companies providing best of breed product and services. </li></ul>
  19. 19. A completely web native & integrated Customer Relationship Management Solution that supports the process of managing customers & partners through their entire relationship lifecycle.
  20. 21. CRM Pro Solutions <ul><li>Marketing Solutions. </li></ul><ul><li>Field Sales Solutions. </li></ul><ul><li>Customer Service Solutions. </li></ul><ul><li>Call Center Solutions. </li></ul><ul><li>Integrated Solutions. </li></ul><ul><li>The communication channels for the above solutions are varied and could be Normal telephony, pure VoIP interactions, Email, Web Chat and Fax. </li></ul>
  21. 23. Front Office <ul><li>Helps support personnel ‘know the customer’ </li></ul><ul><li>Frequently rate customers </li></ul><ul><ul><li>by importance, priority, friendliness </li></ul></ul><ul><ul><li>special treatment the customer may need </li></ul></ul><ul><li>As simple as an address book </li></ul><ul><li>Contact management system to collect sales leads </li></ul>
  22. 24. Back Office <ul><li>Information gathering </li></ul><ul><ul><li>Names, addresses, desires and interests of customers </li></ul></ul><ul><ul><li>Database of consumer preferences </li></ul></ul><ul><ul><li>Data Mining for statistical info about consumer habits </li></ul></ul><ul><ul><li>Web front-end support </li></ul></ul><ul><ul><li>Consumer surveys </li></ul></ul><ul><ul><li>Product registration </li></ul></ul>
  23. 25. Back Office <ul><li>Tracking and management techniques </li></ul><ul><ul><li>Targeted advertising campaigns </li></ul></ul><ul><ul><ul><li>Bulk e-mail </li></ul></ul></ul><ul><ul><ul><li>Phone surveys </li></ul></ul></ul><ul><ul><ul><li>Web polls </li></ul></ul></ul><ul><ul><ul><li>News-article </li></ul></ul></ul><ul><ul><ul><li>Advertising placements, etc </li></ul></ul></ul>
  24. 26. Sales Force Automation <ul><li>Optimize your telesales and lead management process </li></ul><ul><li>Maximize sales call productivity with up to the minute information </li></ul><ul><li>Provide more consistent and accurate sales forecasts </li></ul><ul><li>Increase effectiveness of marketing programs resulting in quality lead generation </li></ul>
  25. 28. Help Desk <ul><li>Reduce customer waiting time </li></ul><ul><li>Have immediate access to a customer's profile and call history </li></ul><ul><li>Eliminate missing or undocumented calls </li></ul><ul><li>Automatically generate trouble tickets and dispatch a service representative </li></ul><ul><li>Track the effectiveness of each support staff member </li></ul>
  26. 29. Customer Service <ul><li>Keep track of product purchases, returns, and service repair status </li></ul><ul><li>Monitor and track product shipping </li></ul><ul><li>Maintain complete customer records regarding service contracts </li></ul><ul><li>Provide customers with product information via e-mail or newsletters </li></ul><ul><li>Automatically update sales force with customer activity </li></ul>
  27. 31. Project Management / Time and Billing <ul><li>Control projects with confidence by tracking activity as it happens </li></ul><ul><li>Communicate plans to workgroup members </li></ul><ul><li>Allow your entire staff access to project details </li></ul><ul><li>Keep complete records of each employee's billable hours </li></ul><ul><li>Manage all billings and expenses for each client or project </li></ul><ul><li>Track payments and amounts due </li></ul>
  28. 33. E-Business <ul><li>Inbound e-mail integration </li></ul><ul><li>Outbound e-mail campaigns </li></ul><ul><li>Database integration </li></ul><ul><li>Supplier and distributor integration </li></ul>
  29. 34. Sales Force Automation <ul><li>Optimize your telesales and lead management process </li></ul><ul><li>Maximize sales call productivity with up to the minute information </li></ul><ul><li>Provide more consistent and accurate sales forecasts </li></ul><ul><li>Increase effectiveness of marketing programs resulting in quality lead generation </li></ul>
  30. 35. ForchuTeck Consulting Group Inc, Atlanta Phone: 678-222-1774 Dallas Phone 214-432-8475 Thank you