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Application of Knowledge
A CASE FOR CONSOLIDATED, ADAPTIVE AND
ORGANISATIONALLY ALIGNED CRM PLATFORM
CREATED BY ARTUR ZIELINSKI
Unlocking the impact of knowledge
Applied Approach
Business
led
Self-
improving
Self-
managed
Bringing
strategy
to life
Internal-
focus
Traditional CRM
Complex
Process
Driven
Custom
External
Marketing Enabler Company Accelerator
CREATED BY ARTUR ZIELINSKI
CRM
ERP ERP
ERP
Web Industry
Economy
Competitors
Suppliers
Customers
Automatic/Manual Integration and Consolidation through Data
Warehouse / Middleware / Database Integration
Why? Because it’s:
a) Robust
b) Scalable
c) Logical
d) Focused
e) Cost-effective
BI Module
Reporting Analysis
Marketing
Automation
Customer
Relationship
Data Sources:
Consolidated
Organisational
Universe
Data  Information
Information  Insight
1. Scalable & Ad-hoc
2. Intelligent Dashboards
3. Triggers/Alerts
4. Recurring Reporting
1. Customer, Supplier,
Competitor and Industry
Outlooks
2. Performance Analysis
3. Activity / Pipeline /
Market Commercial Focus
1. Standardising best
practice.
2. Internal/External
Stakeholders Management
3. Sales Force Optimization
1. Bringing Customer
Information to life
2. Effective Customer
Relationship Management
3. Activity Management
World
Data
Partners
CREATED BY ARTUR ZIELINSKI
So what is the
end game?
• “One version of the truth”
• Combines organisational know-
how with external data sources
• Standardises use of company
strategy to drive growth and
retain customer satisfaction
• Enables a thorough competitor
benchmarking and drives
strategic / commercial decision
making at all levels
• Streamlines organisational
work-flow
CREATED BY ARTUR ZIELINSKI
Timeline & Business Implications
Market &
Business
Scope
Enabling
Strategy – KPI
Framework
System Build
Journey of
Change
Ongoing
Performance
Management
Business Implications
 Commercially attractive – ROI
realisation within first few weeks of
platform fully running
Enables management to control
and steer organisation towards
growth and customer retention
 Output is user driven – no need
for software training or “days off”
Will be met with resistance by
stakeholders happy with the Status
Quo
 Requires a full management
buy-in at all levels
2 months
1 month
2-3 months
3-6 months
After 1st year
CREATED BY ARTUR ZIELINSKI
It’s easier than you think…
Contact me to find out how.
CREATED BY ARTUR ZIELINSKI

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Adaptive Case Management in CRM

  • 1. Application of Knowledge A CASE FOR CONSOLIDATED, ADAPTIVE AND ORGANISATIONALLY ALIGNED CRM PLATFORM CREATED BY ARTUR ZIELINSKI
  • 2. Unlocking the impact of knowledge Applied Approach Business led Self- improving Self- managed Bringing strategy to life Internal- focus Traditional CRM Complex Process Driven Custom External Marketing Enabler Company Accelerator CREATED BY ARTUR ZIELINSKI
  • 3. CRM ERP ERP ERP Web Industry Economy Competitors Suppliers Customers Automatic/Manual Integration and Consolidation through Data Warehouse / Middleware / Database Integration Why? Because it’s: a) Robust b) Scalable c) Logical d) Focused e) Cost-effective BI Module Reporting Analysis Marketing Automation Customer Relationship Data Sources: Consolidated Organisational Universe Data  Information Information  Insight 1. Scalable & Ad-hoc 2. Intelligent Dashboards 3. Triggers/Alerts 4. Recurring Reporting 1. Customer, Supplier, Competitor and Industry Outlooks 2. Performance Analysis 3. Activity / Pipeline / Market Commercial Focus 1. Standardising best practice. 2. Internal/External Stakeholders Management 3. Sales Force Optimization 1. Bringing Customer Information to life 2. Effective Customer Relationship Management 3. Activity Management World Data Partners CREATED BY ARTUR ZIELINSKI
  • 4. So what is the end game? • “One version of the truth” • Combines organisational know- how with external data sources • Standardises use of company strategy to drive growth and retain customer satisfaction • Enables a thorough competitor benchmarking and drives strategic / commercial decision making at all levels • Streamlines organisational work-flow CREATED BY ARTUR ZIELINSKI
  • 5. Timeline & Business Implications Market & Business Scope Enabling Strategy – KPI Framework System Build Journey of Change Ongoing Performance Management Business Implications  Commercially attractive – ROI realisation within first few weeks of platform fully running Enables management to control and steer organisation towards growth and customer retention  Output is user driven – no need for software training or “days off” Will be met with resistance by stakeholders happy with the Status Quo  Requires a full management buy-in at all levels 2 months 1 month 2-3 months 3-6 months After 1st year CREATED BY ARTUR ZIELINSKI
  • 6. It’s easier than you think… Contact me to find out how. CREATED BY ARTUR ZIELINSKI