CRM workshop sacher partners

Key Management Messages The Technology Perspective Shaun White Sacher Partners Sep 15, 2011 Renaissance Hotel London, Heathrow Sacher Partners Project: CRM Workshop Electronic Customer Relationship Management

Several Technology Trends We Found With CRM ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Technical and Integration Journey of CRM ,[object Object],[object Object],[object Object],[object Object],2000 2003 2004-2006 2007 2011+ Marketing Automation eBusiness ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[Opus; Clarify; Siebel; Salesforce.com] CRM Customer Relationship Management SFA Sales Force Automation CSS Customer Sales Solutions Internet

Integrated Messaging in The 2005-2011 Period ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],eMail Gate WAN IP Voice Internet eCommerce Internet Expert Systems Fax Integrated Messaging Traditional Telephony TPS FEP Corporate IT PM email Host WEB Host FAX T T T VRU ACD PBX PSTN CTI Video LAN DB Performance Measurement Customers Machines Devices Interactive Chat Social network CRM Customer Relationship Management System Back-End Systems

How Technologies Support the CRM Customer Life Cycle ,[object Object],[object Object],[object Object],[object Object],Layer of Business Process Customer Interface Layer Layer of Technology Applications ,[object Object],[object Object],[object Object],[object Object],[object Object],Traditional Back-End Infrastructure Zone of Dynamic Marketing Zone of Innovation C o o r d i n a t i o n L a y e r Design of Customer Experience Sales Marketing Others Information Technology Customer Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

In CRM, innovation has shifted to the ‘surface’ where enterprise infrastructure hosts interaction with the customer in a multi-channel environment ,[object Object],Back-End Systems Call Center Web Interface Other Channels Operational CRM Infrastructure ,[object Object],[object Object],[object Object],[object Object],Enterprise Data Warehouse Middle Office Applications Product and Division Databases Fulfillment Systems Order Status Financial Others External Application Service Providers Zone of Innovation ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

There Are Three Phases of Integration to eCRM ,[object Object],ETL Business Questions CRM Database Reports Click Stream eMail Document Voice Mail Other Clients CRM Applications Services Business Logic Encoding Interfaces ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Phase III Attach Interactive surface effect Technologies and work out how to use them effectively Meta Data Manager Sales OLAP Service Phase I Extract Clean Load “ Data About the Data” DBZ Oracle MS SQL Cloud Phase II Build and Integrate Enterprise Data Warehouse and Analysis Others (external)

Delivery of Cloud services – Coping With Reliability Issues ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],I. II. III. IV. DSL/E1 E1 E3 Internet Backbone E3+ E1, E3 Cloud Cloud Customer Customer Customer ISP

CRM Represents the Largest Application ‘Foot Print’ in the Enterprise ,[object Object],.com Call Center Field Operations Channels, etc. Employees 2011 2005 Sales Marketing Customer Service 2000 partner portal eMarketing eSales customer eMarketing eSales prospects partner All Customer Information

CRM workshop sacher partners

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