Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
Copyright © 2011: Derek Hendrikz Consulting
derek
hendrikz
www.derekhendrikz.com
www.derekhendrikz.com
 Step 1: Determine what adds value to what
 Step 2: Translate dependencies into interactive
processes
 Step 3: Now map ...
Sample of a CRM Value Chain:
Customer
Portfolio
Analysis
Customer
Intimacy
Network
Development
Values
Proposition
Developm...
 Systems & Processes provide the mechanisms for
communication, decision-making and control that
allow the organisation to...
 Operational Systems
 designed for efficient use and deployment of
resources and capabilities
 Control Systems
 mechan...
 a collection of tasks and activities that together
transform inputs into outputs
 Inputs and outputs include materials,...
 FinancialControl Systems;
 DynamicControl Systems; and
 Control Systems as Simple Rules.
www.derekhendrikz.com
Belief Systems Boundary Systems
Interactive Control
Systems
Diagnostic Control
Systems
Business Strategy
Core Values Risks...
Type: Purpose: Example:
Strategic Systems Staying relevant
Organizational Performance
Strategy Translation & Performance S...
www.derekhendrikz.com
www.derekhendrikz.com
Operational CRM: 75% Customer Intelligence: 25%
Front Office Operations;
Back Office Operations;
Business Relationships.
2...
• Database;
• Target behavior;
• Success of CRM
Strategies; and
• Data Mining.
• Interaction with
companies and
partners.
...
Customer
Stimulus
(Need or
Problem)
Responce
Solution 1
Satisfied
Not
Satisfied
Responce
Solution 2
Satisfied
Not
Satisfie...
Advertise
Crisis
Solutions
Marketing
Ambassedors
& Advocates
Customer
Attraction
www.derekhendrikz.com
(1) Prospect
•What will we both
get?
•How much
investment?
•What adaptations?
•What learning?
•Trust?
(2) Exploratory
•Inv...
www.derekhendrikz.com
www.derekhendrikz.com
www.derekhendrikz.com
Derek Hendrikz
www.derekhendrikz.com
Upcoming SlideShare
Loading in …5
×

CRM Systems by Derek Hendrikz

779 views

Published on

CRM Systems by Derek Hendrikz investigates customer relationship management systems in terms of defining effective delivery processes, customer service value chains, operational and control systems, dynamic customer care levers, front & back office as well as business relationships...
www.derekhendrikz.com

Published in: Marketing
  • Be the first to comment

CRM Systems by Derek Hendrikz

  1. 1. Copyright © 2011: Derek Hendrikz Consulting derek hendrikz www.derekhendrikz.com
  2. 2. www.derekhendrikz.com
  3. 3.  Step 1: Determine what adds value to what  Step 2: Translate dependencies into interactive processes  Step 3: Now map dependent processes in the form of a value chain www.derekhendrikz.com
  4. 4. Sample of a CRM Value Chain: Customer Portfolio Analysis Customer Intimacy Network Development Values Proposition Development Manage the Relationship Customer ProfitabilityPrimary Stages Support Activities And costs Product R&D, Technology, systems Development Human Resources Management General Administration www.derekhendrikz.com
  5. 5.  Systems & Processes provide the mechanisms for communication, decision-making and control that allow the organisation to operate and develop.  These systems are the primary means through which organisations solve the basic problems of achieving both coordination and cooperation. www.derekhendrikz.com
  6. 6.  Operational Systems  designed for efficient use and deployment of resources and capabilities  Control Systems  mechanisms that monitor the achievement of strategic goals www.derekhendrikz.com
  7. 7.  a collection of tasks and activities that together transform inputs into outputs  Inputs and outputs include materials, information and people  One of the greatest difficulties in the development of operational systems is to effectively internaliseTacit knowledge into the permanent processes of the organisation www.derekhendrikz.com
  8. 8.  FinancialControl Systems;  DynamicControl Systems; and  Control Systems as Simple Rules. www.derekhendrikz.com
  9. 9. Belief Systems Boundary Systems Interactive Control Systems Diagnostic Control Systems Business Strategy Core Values Risks to Avoid Strategic Uncertainties Critical Performance Variables www.derekhendrikz.com
  10. 10. Type: Purpose: Example: Strategic Systems Staying relevant Organizational Performance Strategy Translation & Performance Scorecards; Environmental Analysis; Project Management; Risk Management; Policy Management Systems… Communication Systems To inform To interact and grow Visual Communication; E-mail; Social Networks; Decision Trees; Meeting Management; Decision- Making… Knowledge Management Systems To manage tacit knowledge To manage implicit knowledge Mentorship & Coaching Systems; Database Management; E-libraries; Procedural Development… Employee Management Systems Appoint employees Manage and retain employees Recruitment & Selection; General HR; Payroll; Discipline… Operational Systems Empower operations Facilitate production or service delivery ERP; Budgeting; SCM; Finance… Organizational Dynamics Systems Understand and manage organizational culture Understand and manage employee attitude Culture & Climate Audits; Team Dynamics Audits; Paradigm Analysis… Customer Management Systems Manage customer retention Manage customer acquisition CRM; General Marketing & Advertising Systems, External Communication… www.derekhendrikz.com
  11. 11. www.derekhendrikz.com
  12. 12. www.derekhendrikz.com
  13. 13. Operational CRM: 75% Customer Intelligence: 25% Front Office Operations; Back Office Operations; Business Relationships. 25% 25% 25% Analysis 25% www.derekhendrikz.com
  14. 14. • Database; • Target behavior; • Success of CRM Strategies; and • Data Mining. • Interaction with companies and partners. • Marketing; • Crisis Management; • Advertising. • This is all direct interaction with customers and includes Call Centre Management; Web / Online Services; and Customer / Client interaction. www.derekhendrikz.com
  15. 15. Customer Stimulus (Need or Problem) Responce Solution 1 Satisfied Not Satisfied Responce Solution 2 Satisfied Not Satisfied Etc... www.derekhendrikz.com
  16. 16. Advertise Crisis Solutions Marketing Ambassedors & Advocates Customer Attraction www.derekhendrikz.com
  17. 17. (1) Prospect •What will we both get? •How much investment? •What adaptations? •What learning? •Trust? (2) Exploratory •Investment for time for learning & distance reduction •No routines or commitment. (3) Development •Intensive mutual learning. •Building trust through investment & informal adaptation. (4) Commitment •Routine & Institutionalisation. (5) Ultimate Patnership •Advocates for our cause. •Minimum maintenance. www.derekhendrikz.com
  18. 18. www.derekhendrikz.com
  19. 19. www.derekhendrikz.com
  20. 20. www.derekhendrikz.com
  21. 21. Derek Hendrikz www.derekhendrikz.com

×