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An Overview ofProvisionShopCRMCustomer RelationshipManagement as anEssential ServiceComponentA ProvisionShop DocumentJanua...
An Overview of                                        ProvisionShop CRM         Content Summary               Page   Title...
An Overview of                                                                                  ProvisionShop CRM        D...
An Overview of                                                                                   ProvisionShop CRM        ...
Introduction                                          Our Mission  “Our aim is to enable our Business      O u r a i m i s...
Customer Relationship Management (CRM)                                           What is Hybrid ASP ?                     ...
Profiting from Inner-Strengths ?                                          Imagine            running         a     typical...
How ProvisionShop CRM works for                                           Business Partners (BPs)                         ...
T h i s a l l o w s B P s t o t a k e u s a s “ T r u s t e d P a r t ne r s ™ ” t h r o u g h                            ...
How ProvisionShop CRM works for                                         End-Consumers (ECs)  “ProvisionShop’s strong found...
An Overview of      5. Top Value Retail Experience i.e. ProvisionShop Retail                  ProvisionShop CRM           ...
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ProvisionShop CRM

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ProvisionShop is the resurrection of retail outlets, individually owned, that were so common in the past, before the era of the huge and intimidating Super / Hyper-Marts. It represents the enablement of small business owners and their operational autonomy, of which they so value, in their service to the community they are in.
ProvisionShop’s main business focus is Business Partner enabling. Giving individual shop-keepers the ability, power, leverage and reach they need to better service their existing & potential customers. This increases each Business Partner’s chance of survival & dynamic profitability.
To the consumers, ProvisionShop symbolises the ecstatical opportunity to increase their buying convenience, choice & selections and at the same time lowers substantially their purchase payment, transactional duration and most important of all, allows them to ride on the pride of association with the most Modern, Innovative, State-of-Art, One-Stop, Knowledge-Based New Economy Retail Model.

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ProvisionShop CRM

  1. 1. An Overview ofProvisionShopCRMCustomer RelationshipManagement as anEssential ServiceComponentA ProvisionShop DocumentJanuary 2001 First ReleaseOctober 2003 Updated
  2. 2. An Overview of ProvisionShop CRM Content Summary Page Title 4 Executive Summary 5 Introduction 6 Customer Relationship Management (CRM) 8 How it works for Business Partners (BPs) 10 How it works for End-Consumers (ECs)Page 2 of 11 ProvisionShop CRM, January 2001
  3. 3. An Overview of ProvisionShop CRM Detailed Content Page Title Executive Summary 4 W h a t i s P r o v i si o n S h o p Introduction 5 O u r M i s si on 5 Unique Qualities 5 C r e a m de l a Cr e a m 5 What is B2B(2C) ? Customer Relationship Management (CRM) 6 What is Hybrid ASP ? 6 Why use Hybrid ASP for CRM ? 7 P r of i t i n g f r o m I n n e r S t r e n g t h s How it works for Business Partners (BPs) 8 On the Back-End 2 Solutions 8 to 9 On the Front-End 7 S h a r e d Co s t s How it works for End-Consumers (ECs) 10 to 11 7 Top Value ProposalsCustomer Relationship Management as an Essential Service Component Page 3 of 11
  4. 4. An Overview of ProvisionShop CRM Executive Summary What is ProvisionShop “ProvisionShop is the resurrection of P r ov i si o n S h o p i s t h e r e s u r r e ct i on o f r e t a i l o u t l e t s, i nd i v i d u a l l y retail outlets, individually owned, o w n e d , t h a t w e r e s o c o m m o n i n t h e p a s t , b e f o r e t he e r a o f that were so common in the past, before the era of the huge and t h e h u g e a n d i n t i mi d a t i n g S u p e r / H y p e r - M a r t s. I t r e p r e se n t s intimidating Super / Hyper-Marts. It the e n a b l e m e nt of small business owners and their represents the enablement of small business owners and their operational autonomy, of which they so value, in theiroperational autonomy, of which they s e r v i ce t o t h e c o m m u n i t y t h e y a r e i n. so value, in their service to the community they are in.” P r ov i si o n S h o p ’ s main business focus is B u s i ne s s P a r t ne r e n a b l i n g . G i v i n g i n di v i d u a l s h o p - k e e p e r s t h e a b i l i t y , p o w e r , Kenneth Kam, leverage and r e a ch they ne e d to better service their Founder, Chairman & CEO e x i st i n g & p o t e n t i a l c u s t o m e r s . T h i s i n c r e a s e s e a c h B u s i n e ss ProvisionShop Pte Ltd Partner’s chance of survival & dynamic profitability. T o t h e c o n s u m e r s , P r o v i s i o n S ho p s y m b o l i s e s t he e c s t a t i c a l o p p o r t u ni t y t o i n c r e a s e t h e i r b u y i n g c o n v e n i e n c e , c h o i c e & s e l e ct i o n s a n d a t t he s a m e t im e l o w e r s s u b s t a n t i a l l y t h e i r purchase p a y m e nt , transactional du r a t i o n and most important of all, allows them to ride on the pride of association with the most Modern, Innovative, State-of-Art, One-Stop, Knowledge-Based New Economy Retail Model.Page 4 of 11 ProvisionShop CRM, January 2001
  5. 5. Introduction Our Mission “Our aim is to enable our Business O u r a i m i s t o e n a b l e o u r B u si n e s s P a r t n e r s , t o b u i l d f o r Partners, to build for themselves a themselves a more profitable & relevant, customer centricmore profitable & relevant, customer centric enterprise, maximising their e n t e r p r i s e , m a x i m i s i ng t h e i r e a s e o f o p e r a t i o n , u si n g o u r ease of operation, using our Multi- Multi-Channel capabilities. Channel capabilities.” Kenneth Kam, Founder, Chairman & CEO Unique Qualities ProvisionShop Pte Ltd A n a p p r e ci a t e d & s p e c i a l q u a l i t y t h a t P r ov i si o n S h o p h a s i s t h e a b i l i t y t o u l t i ma t e l y s a v e t i me & mo n e y f o r t h e e n d - consumers, giving them more opportunities with t he ir f a m i l i e s , f r i e n d s & ca r e e r s . Cream de la Cream P r ov i si o n S h o p h a s s e t i t s f o c u s t o b u i l d a G l o b a l L e a d i n g “ProvisionShop has set its focus to build a Global Leading Brand in Brand in Multi-Channel Retail E n a b l e me n t . It does this Multi-Channel Retail Enablement. It t h r o u g h i t s c h o i c e o f L e a di n g E x p e r t s & Co n s u l t a n t s i n t h e i r does this through its choice of Leading Experts & Consultants in o w n f i e l d s i n c l u di n g A s i a ’ s f or e m o s t B r a n d C o n s u l t a n t & their own fields.” A d v i se r , D r P a u l T e m p o r a l ( a u t h o r o f ‘ B r a n di n g i n A s i a ’ , ‘ C o r p o r a t e C h a r i s m a ’ , ‘ S t r a t e g i c P o s i t i on i n g ’ , ‘ H i - T e c h , H i - Kenneth Kam, Founder, Chairman & CEO Touch’ & ‘Romancing the Customer’ e t c. ) & Business ProvisionShop Pte Ltd Consultation through Global Top-Five Business Consulting Group, KPMG. What is B2B(2C) ? B 2 B m e a n s ‘ B u s i n e s s t o B u s i ne s s ’ w h e r e t he o b j e ct i v e i s t o s e r v i ce o t he r b u si n e s se s & p r o f i t f r o m i t . B 2 C m e a ns ‘ B u s i n e s s t o C o n s u m e r s ’ w h e r e t h e m i s si o n i s t o s e r v i ce t h e e n d - c o n s u m e r s f o r a g o o d r e t u r n . P r ov i si o n S h o p r e c o g n i s e s t he i m p o r t a n ce o f e q u i p p i n g & e n a b l i n g sm a l l b u s i ne s s o w n e r s s o t h a t t h e y c a n b e s t a t t e n d t o t h e p r e c i s e n e e d s o f t h e e n d - c o n s u m e r s , t h u s B 2 B ( 2 C ), ‘Business to Business to Consumers’.Customer Relationship Management as an Essential Service Component Page 5 of 11
  6. 6. Customer Relationship Management (CRM) What is Hybrid ASP ? T h e A S P ( A p p l i c a t i o n S e r v i c e P r o v i d e r ) m od e l h a s b e e n t h e “The Hybrid-ASP (Application Service Provider) Model that d r i v i n g f o r c e t h a t h e l p e d b u s i ne s s e s s a v e i n t e r m s o f s h a r e d ProvisionShop adopts eliminate the cost of so f t w a r e & essential hardware configurations. difficult entry barriers that prohibits small business owners. It simplifies T r a d i t i o n a l l y , A S P s a r e r u n n e d b y D a t a - C e n t r e s a nd i s I T - the essential business functions & centric. enhances the efficiency each small business owners could ever wish to H y b r i d - A S P i s t h e p a ck a g i n g o f s h a r e d I T co s t s w i t h b u s i n e ss have. It also give rise to building operational & k no w l e d g e costs, u nd e r an a t t r a ct i v e quality customer relationships that most existing small businesses p a r t n e r s h i p p r o g r a m. neglect due to lack to time & T h e H y b r i d - A S P m o de l c o u l d h e l p b u si n e s s e s i n c r e a s e t he i r knowledge.” customer relations, elevating their e n d -c o n s u m e r ’ s total worth i.e. Life-Time Value (LTV) & leveling expenditure rates Kenneth Kam, Founder, Chairman & CEO i.e. Value For Money (VFM). In other words, it will enable ProvisionShop Pte Ltd business owners to concentrate on running their businesses r a t h e r t h a n s p e n d i n g t i m e m a i nt a i n i n g i t . Why use Hybrid ASP for CRM ? CRM, by virtue of its high price, is usually out of reach to t h e i n d i v i du a l s m a l l b u s i n e s s o w n e r s . C o m p r e h e n si v e C R M packages i n c l u de s Contact-Centre Ma n a g e m e n t , Front- Office Software, CRM Modeling, Web-Collaboration, C o m p u t e r T e l e p h o n y I n t e r f a ce & T o t a l S y s t e m I nt e gr a t i o n etc. T h e H y b r i d- A S P ( A p p l i c a t i o n S e r v i ce P r ov i d e r ) M o d e l t h a t P r ov i si o n S h o p a d o p t s e l i m i n a t e t h e d i f f i c u l t e n t r y b a r r i e r s t h a t p r o h i b i t s s m a l l b u s i n e s s ow n e r s . I t si m p l i f i e s t he e s s e n t i a l b u s i n e s s f u nc t i o n s & e n h a n c e s t h e e f f i ci e nc y e a c h s m a l l b u si ne s s o w n e r s c o u l d e v e r wi s h t o h a v e . I t a l so g i v e r i se t o b u i l d i n g q u a l i t y c u s t o m e r r e l a t i o n s h i p s t h a t m o s t e x i st i n g s m a l l b u si n e ss e s n e g l e ct d u e t o l a c k t o t i me & knowledge.Page 6 of 11 ProvisionShop CRM, January 2001
  7. 7. Profiting from Inner-Strengths ? Imagine running a typical retail b u si n e s s , serving your “ProvisionShop brings back the joy of owning a retail business, customers, while still bogged down with back-end support including peace of mind and f u n c t i o n s , f r o n t -e n d p r o c u r e m e n t s & ot h e r r e sp o n s i b i l i t i e s . control. These kind of essential in- ward holding strengths, gives better T h i s b e c om e s s t r e s sf u l , n o t p r o d u c t i v e , n o t e f f i ci e n t , n o t job-satisfaction & interaction, more e f f e ct i v e a n d d e f i n i t e l y n o t a w h o l e l o t o f f u n .timely ‘extra-mile’ customer services and thus resulting in good profit- P r ov i si o n S h o p brings back the joy of owning a r e t a ilgenerating recurring purchases from b u s i n e s s , i n c l u d i n g p e a c e o f m i n d a n d c o n t r o l . T h e s e k i nd these paying customers.” of essential in-ward holding strengths, gives better job- s a t i sf a ct i on & i n t e r a c t i o n , m o r e t i m e l y ‘ e x t r a - m i l e ’ c u s t o m e r Kenneth Kam, Founder, Chairman & CEO s e r v i ce s and thus resulting in good p r of i t - g e n e r a t i n g ProvisionShop Pte Ltd r e c u r r i n g p u r c h a s e s f r o m t h e s e p a y i n g c u st o m e r s. In t hi s u n- f o r g i v i n g b u s i n e s s w o r l d , the lack of in-ward s t r e n g t h , i n t h i s c a se , c o u l d r e n d e r a l l o u t - w a r d b u s i n e s s a c t i v i t i e s se n s e l e s s , f u t i l e , u n s u s t a i n a b l e & u n p r of i t a b l e .Customer Relationship Management as an Essential Service Component Page 7 of 11
  8. 8. How ProvisionShop CRM works for Business Partners (BPs) O n t h e B ac k - E n d“ProvisionShop’s differentiated Brand A t y p i c a l sm a l l b u si n e s s o w n e r s d e a l s w i t h a t l e a s t 3 0 t o 5 0 identity & it’s strong front-end s u p p l i e r s, i n t e r a ct s w i t h t h e m s e p a r a t e l y l o s i n g v a l u a b l e support puts these problems into a justifiable perspective.” t i me , p a y s t h e m s e p a r a t e l y r e d u c i n g b a d l y n e e d e d c a s h - flows. Kenneth Kam, P r ov i si o n S h o p ’ s H y b r i d - A S P h e l p s s o l v e s t h e s e p r o b l e m s b y Founder, Chairman & CEO ProvisionShop Pte Ltd creating 2 Solutions ; 1. A One-Stop Supply & Procurement Hub i.e. ProvisionShop Logistic Hub, where Business Partners (PBs) could have t h e q u a n t u m b e n e f i t o f d e a l i n g w i t h o n e su p p o r t c o n t a c t p o i n t f o r m o r e t h a n 5 0 0 s u p p l i e r s. T h i s i n d u c e s s a v i n g s f r o m e c o n o m y o f s c a l e t h r o u g h b u l k - p u r c h a se s a n d a c e nt r a l l o g i st i c i n f r a st r u c t u r e . 2. Proper Cash-Flow Management i.e. ProvisionShop Finance & ProvisionShop Credit, extends desirable b u s i n e s s - t o- b a n k c r e di t t e r m s a nd c r e di t wo r t h i ne s s , a l l p o s s i b l e wi t h s h a r e d & s o u n d f i n a n c i a l k n o w l e d g e - b a s e . On the Front-End While serving paying customers, typical small business o w n e r s u s u a l l y st r u g g l e s w i t h l ook i n g f o r hi r e d h e l p , t r a i n i n g t h e m & wa t c h i n g t h e m g o t o a b e t t e r p a y i n g c o m p e t i t o r, trying to implement complicated security systems & finally deciding not to go ahead, due to cost, time & unforeseen s t r e s s , o r ga n i s i n g l ow - b u d g e t m a r k e t i n g / s a l e s c a m p a i g n s & r e a l i s i n g t h a t t h e y a r e n o t e f f e c t i v e , a n d t h i n k i ng a b o u t b u s i n e s s de v e l o p m e n t … j u s t t h i n k i n g e t c . P r ov i si o n S h o p ’ s d i f f e r e n t i a t e d B r a n d i de n t i t y & i t ’ s s t r o n g f r o n t -e n d s u p p o r t p u t s t h e s e p r o b l e m s i n t o a j u s t i f i a b l e p e r sp e ct i v e .Page 8 of 11 ProvisionShop CRM, January 2001
  9. 9. T h i s a l l o w s B P s t o t a k e u s a s “ T r u s t e d P a r t ne r s ™ ” t h r o u g h t h e s e 7 S ha r e d C o s t , n a m e l y ; 1. Shared Business Operational Cost i.e. ProvisionShop S y s t e m s , wh e r e B u si ne s s P a r t n e r s ( P B s ) e n j o y s i m p l e t o u s e , f a st t o i m p l e m e n t b u s i n e s s o p e r a t i o n e x p e r t sy s t e m s . 2. Shared Business Knowledge Cost i.e. ProvisionShop Franchise & ProvisionShop University, extending the art o f d o i n g b u s i n e s s wi t h t h e a r t o f l e a r ni n g a n d c o n t i nu a l perpetual improvements. 3. Shared Staff Training Cost i.e. ProvisionShop Trainees, e n s u r i n g a g o o d f l o w o f n e w b l oo d t o s u p p l e m e nt t h e i m p e n di n g l a b o u r s h o r t a g e s. 4 . S h a r e d A dv e r t i s i n g & P r o m o t i o n a l C o s t i . e . P r o v i s i o n S h o p A d v e r t i s i n g , c o m b i ni n g d e p t h a n d p u n c h i n t h e r e gu l a r p u b l i ci t y a w a r e n e s s c a m p a i g n s. 5 . S h a r e d I n i ti a l S e t t i n g -U p C o s t i . e . P r o v i s i o n S h o p S e t - U p , P r o v i s i o n S h o p D e s i gn s & P r o v i s i o n S h o p R e n o v a t i o n s , p u t t i n g c on c e n t r a t i o n , s p e e d & m o b i l i t y t o s p r o u t i ng r e t a i l p r e se n c e i n g e o g r a p h i c a l l y d e n s e l y p o p u l a t e d, h i g h n e e d s / hi g h t r a f f i c a r e a s. 6. Shared Customer Relationship Cost i.e. ProvisionShop C o n t a c t C e n t r e , P r o vi s i o n S h o p C o n s u m e r S e r v i c e s , & P r o v i s i o n S h o p B y A pp o i n t m e n t, c r e a t i n g g r e a t e r f oc u s e d , c u s t o m e r -c e n t r i c , l a s t i n g b u y i ng / b r a n d e x p e r i e n ce . 7. Shared Marketing Cost i.e. ProvisionShop Loyalty P r o g r a m s , i n c r e a si n g c h a n c e s o f c u st o m e r r e t e n t i o n & referrals etc.Customer Relationship Management as an Essential Service Component Page 9 of 11
  10. 10. How ProvisionShop CRM works for End-Consumers (ECs) “ProvisionShop’s strong foundation P r ov i si o n S h o p ’ s mammoth i n f r a st r u c t u r e would be continually supports and ensures t r a n s p a r e nt b u t cr i t i c a l t o t h e e n d - c o n s u m e r s (E C s ) . W h i l eoperational smoothness, guarantying fuller customer-satisfaction, E C s a r e mo r e p r e - o c c u p i e d wi t h t h e s e l e c t i o n , t r a n s a c t i on enhanced buying & brand & a c q u i si t i o n p r o c e s s , P r ov i si o n S h o p ’ s strong foundation experience, lowered purchase- c o n t i n u a l l y s u p p o r t s a n d e n s u r e s o p e r a t i o n a l s m o o t h n e s s, expenditure rate, extended multi- channel convenience, larger g u a r a n t y i ng f u l l e r c u s t o m e r - s a t i s f a c t i o n , e n h a n c e d b u y i ngselection & choice, quality proximity & b r a n d e x p e r i e n ce , l o w e r e d p u r c h a se - e x p e n d i t u r e r a t e , customer services & of course regained valuable family / e x t e n d e d m u l t i - c h a n n e l c o n v e n i e n c e , l a r g e r s e l e ct i o n & individual time.” c h o i c e , q u a l i t y p r ox i mi t y c u st o m e r s e r v i ce s & o f c o u r se r e g a i n e d v a l u a b l e f a m i l y / i n di v i d u a l t i me . Kenneth Kam, Founder, Chairman & CEO In all, it hopes to win permanent patronage from ECs ProvisionShop Pte Ltd t h r o u g h i t s B P s b y e n s u r i n g “ V a l u e ! A n y t i m e , A n y wh e r e . ™ ” t h r o u g h t he s e 7 T o p V a l u e P r o p o s a l s ; 1. Top Value Multi-Channel Convenience i.e. ProvisionShop S y s t e m s , i nc r e a si n g co n t a c t p o i n t s f or s m oo t h e r c o n s u m e r s e l e ct i o n , t r a n s a c t i o n & a cq u i si t i o n p r o c e s s . 2 . T o p V a l u e B r a n d E x pe r i e n c e i . e . P r o v i s i o n S h o p B r an d , e x t e n d i n g t h e a r t of sh o p p i n g wi t h t h e a r t o f b u y i n g t h r o u g h e nh a n c e d c u s t o m e r - c e n t r i c m u l t i -c h a n n e l advantage. 3 . T o p V a l u e C u s t o m e r S e r v i c e i . e . P r o v i s i o n S h o p C u s to m e r Care Officers, supplemented by Retail trainees to c o m p l e t e t h e t ot a l s e r v i c e f a c t or . 4. Top Value Awareness C a m pa i g n s i.e. ProvisionShop Advertising, combining depth and punch in the regular p u b l i ci t y awareness c a m p a i gn s to bring home t he message.Page 10 of 11 ProvisionShop CRM, January 2001
  11. 11. An Overview of 5. Top Value Retail Experience i.e. ProvisionShop Retail ProvisionShop CRM F r a n c h i s e , p u t t i n g c on c e n t r a t i o n , s p e e d & m o b i l i t y t o Customer Relationship Management s p r o u t i n g r e t a i l p r e s e n c e i n a r e a s m o s t c on v e n i e n t t o as an Essential Service Component consumers.January 2001 Updated October 2003 6. Top Value Customer Relationship i.e. ProvisionShop Author: C o n t a c t C e n t r e , P r o vi s i o n S h o p C o n s u m e r S e r v i c e s , & Kenneth Kam P r o v i s i o n S h o p B y A pp o i n t m e n t, c r e a t i n g g r e a t e r f oc u s e d , c u s t o m e r -c e n t r i c , l a s t i n g b u y i ng / b r a n d e x p e r i e n ce t o ProvisionShop World Headquarters 9, Temasek Boulevard #31-02 s e r v i ce e v e r y n e e d s & m e e t i n g e v e r y w a nt s . Suntec Tower Two Singapore 038989 7 . T o p V a l u e P r o x i m i ty M a r k e t i n g E n c o u n t e r i . e . Worldwide Inquiries: P r o v i s i o n S h o p L o y al t y P r o g r am s , i n c r e a s i ng c h a n c e s o f Phone: +65.820.2022 customer retention & referrals through an unique Fax: +65.234.2022 c u s t o m e r r e w a r d sy s t e m . info@ProvisionShop.com www.ProvisionShop.com Only ProvisionShop’s Complete Retail Strategy can enable you to build better business value & be closer to your customers. ProvisionShop is a trademark of ProvisionShop Pte Ltd, the Holding Company. Various product and service names referenced herein may betrademarks of ProvisionShop Pte Ltd.All other product and service names mentioned may be trademarks of their respective owners. Copyright © 1999 - 2001 ProvisionShop Pte Ltd All rights reserved.Customer Relationship Management as an Essential Service Component Page 11 of 11

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