Exposición presentada en el marco del CRM TRENDS 2011, por Quality Software el 07.10.2011
Bogotá Colombia
Tel: 57 1 618 0141
www.stone.com.co
mercadeo@stone.com.co
El nuevo modelo con el que ya trabaja STONE ERP garantiza a sus usuarios una herramienta de total confianza que sido ajustada por un equipo de profesionales entre los que se encuentran ingenieros y contadores conocedores de estas normas. El resultado es una solución contable preparada tanto para el modelo NIIF como para las normas fiscales colombianas.
We live in a world of ‘digital immersion’ and today’s customers don’t see your company through a channel-focused lens – they view the experience they have as ‘one experience’, irrespective of channel.
This presentation will explore the challenges that not only lay ahead, but also probe some ideas on how you can foster the type of engagement which moves beyond the traditional view of customer loyalty and into the world of cultivating fanatical brand advocacy.
Customer Experience in the Rise of the Digital Age — Atlanta XD Meeting 9/13/...Jeremy Johnson
During the recent XD Atlanta meeting: "Customer Experience in the Rise of the Digital Age" — I kicked off a leadership panel with this presentation focused on shifts in customer behavior as more products and services turn to digital.
Copp 4 Profit:How to reduce operating costsNigelDawes
This presentation shows that insufficient resources are being used to reduce costs compared to sales. Cost reduction makes as much (if not more) NAV (Net Added Value) to the "bottom line" profits of an organisation
Exposición presentada en el marco del CRM TRENDS 2011, por Quality Software el 07.10.2011
Bogotá Colombia
Tel: 57 1 618 0141
www.stone.com.co
mercadeo@stone.com.co
El nuevo modelo con el que ya trabaja STONE ERP garantiza a sus usuarios una herramienta de total confianza que sido ajustada por un equipo de profesionales entre los que se encuentran ingenieros y contadores conocedores de estas normas. El resultado es una solución contable preparada tanto para el modelo NIIF como para las normas fiscales colombianas.
We live in a world of ‘digital immersion’ and today’s customers don’t see your company through a channel-focused lens – they view the experience they have as ‘one experience’, irrespective of channel.
This presentation will explore the challenges that not only lay ahead, but also probe some ideas on how you can foster the type of engagement which moves beyond the traditional view of customer loyalty and into the world of cultivating fanatical brand advocacy.
Customer Experience in the Rise of the Digital Age — Atlanta XD Meeting 9/13/...Jeremy Johnson
During the recent XD Atlanta meeting: "Customer Experience in the Rise of the Digital Age" — I kicked off a leadership panel with this presentation focused on shifts in customer behavior as more products and services turn to digital.
Copp 4 Profit:How to reduce operating costsNigelDawes
This presentation shows that insufficient resources are being used to reduce costs compared to sales. Cost reduction makes as much (if not more) NAV (Net Added Value) to the "bottom line" profits of an organisation
Profitable Customer Acquisition for Banks and Credit Unions. Traditional marketing strategies are ineffective and inefficient resulting in significant missed opportunities for Community Banks and Credit Unions. OptiRate offers a unique approach that enables Banks & Credit Unions to attract profitable customers at a fraction of their current customer acquisition costs.
Presentation of issues and solutions we've faced during our growth over a period of 8 years. We cover several subjects like sales, RFPs, KPIs, quality controls, production, teams and motivation.
SaaS: Why the Channel Does (and Doesn't) Buy ItBob Snyder
A presentation for Channel Focus conference that explains why the Channel is slow to adopt SaaS...An explanation of the channel mentality and how vendors might build a faster bridge to SaaS with channels. Opens with 3 points about Belgium where conference was held.
Customer Centricity has taken center stage for enterprises seeking to transform for the digitial age. Managing proactively Customer Experience wins the Triple Crown - Lower Costs, Higher Revenue and Enhanced Service concurrently.
Saying you are customer centric is easy, however, delivering a truly outstanding customer experience requires more than marketing fluff. This presentation will explore the topic of Customer Experience and what it means to your customers and your enterprise in today’s competitive landscape.
Customer Relationship Management Model PowerPoint Presentation SlidesSlideTeam
Getting problem in managing customer retention? We have come up with professionally created customer relationship management model PowerPoint presentation slides. Organizations can participate to manage their relations with customers at all points during the customer lifecycle. Furthermore, in this pre-designed professionally created CRM framework PPT presentation we have included slides on customer initiatives, customer perceived value, emphases on client transaction, traction vs relationship marketing, economic retention, CRM model, lifecycle management, CRM stages and components, E-CRM process, current lead status, lead and deal acquisition, customer retention, CRM capabilities, bar charts and many more. Apart from this, with our relationship development PPT slides, you can also emphasize various other concepts like customer business relationship, sales force planning, consumer management, organizational planning, customer satisfaction, customer services, consumer technical support and business review. The best part is that you can also easily download our customer relationship management model PowerPoint templates. Get all the ingredients to fit exactly with our Customer Relationship Management Model PowerPoint Presentation Slides. It allows you to attempt the jigsaw.
What is the most important thing that changes during times of recession? Customer behavior. Building a good customer experience through experimentation can help retain existing customers, strengthen brand loyalty, and gain valuable insights.
Somos una empresa con experiencia en la integracion y desarrollo de soluciones tecnológicas encaminadas a la excelencia y optimización de procesos y gestiones empresariales. Nuestras soluciones se desarrollan acorde a a las necesidades identificadas en nuestros procesos de Consultoría Quality.
Somos la solución adecuada no sólo para empresas de un sector específico. Nuestra experiencia y talento humano nos da la posibilidad de desenvolvernos con éxito en diferentes sectores. Por esto Quality es la solución adecuada para:
-Compañías con necesidades de información sistematizada.
-Compañías con altos volúmenes de información.
-Compañías de procesos complejos que demandan en ocasiones caer en reprocesos de una misma gestión.
-Compañías que requieran integración de información generada desde diferentes fuentes o áreas dentro una misma compañía.
-Compañías que requieran informacion confiable y en linea, de manera oportuna.
-Compañías con altas exigencias en calidad y servicio al cliente.
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Profitable Customer Acquisition for Banks and Credit Unions. Traditional marketing strategies are ineffective and inefficient resulting in significant missed opportunities for Community Banks and Credit Unions. OptiRate offers a unique approach that enables Banks & Credit Unions to attract profitable customers at a fraction of their current customer acquisition costs.
Presentation of issues and solutions we've faced during our growth over a period of 8 years. We cover several subjects like sales, RFPs, KPIs, quality controls, production, teams and motivation.
SaaS: Why the Channel Does (and Doesn't) Buy ItBob Snyder
A presentation for Channel Focus conference that explains why the Channel is slow to adopt SaaS...An explanation of the channel mentality and how vendors might build a faster bridge to SaaS with channels. Opens with 3 points about Belgium where conference was held.
Customer Centricity has taken center stage for enterprises seeking to transform for the digitial age. Managing proactively Customer Experience wins the Triple Crown - Lower Costs, Higher Revenue and Enhanced Service concurrently.
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Customer Relationship Management Model PowerPoint Presentation SlidesSlideTeam
Getting problem in managing customer retention? We have come up with professionally created customer relationship management model PowerPoint presentation slides. Organizations can participate to manage their relations with customers at all points during the customer lifecycle. Furthermore, in this pre-designed professionally created CRM framework PPT presentation we have included slides on customer initiatives, customer perceived value, emphases on client transaction, traction vs relationship marketing, economic retention, CRM model, lifecycle management, CRM stages and components, E-CRM process, current lead status, lead and deal acquisition, customer retention, CRM capabilities, bar charts and many more. Apart from this, with our relationship development PPT slides, you can also emphasize various other concepts like customer business relationship, sales force planning, consumer management, organizational planning, customer satisfaction, customer services, consumer technical support and business review. The best part is that you can also easily download our customer relationship management model PowerPoint templates. Get all the ingredients to fit exactly with our Customer Relationship Management Model PowerPoint Presentation Slides. It allows you to attempt the jigsaw.
What is the most important thing that changes during times of recession? Customer behavior. Building a good customer experience through experimentation can help retain existing customers, strengthen brand loyalty, and gain valuable insights.
Somos una empresa con experiencia en la integracion y desarrollo de soluciones tecnológicas encaminadas a la excelencia y optimización de procesos y gestiones empresariales. Nuestras soluciones se desarrollan acorde a a las necesidades identificadas en nuestros procesos de Consultoría Quality.
Somos la solución adecuada no sólo para empresas de un sector específico. Nuestra experiencia y talento humano nos da la posibilidad de desenvolvernos con éxito en diferentes sectores. Por esto Quality es la solución adecuada para:
-Compañías con necesidades de información sistematizada.
-Compañías con altos volúmenes de información.
-Compañías de procesos complejos que demandan en ocasiones caer en reprocesos de una misma gestión.
-Compañías que requieran integración de información generada desde diferentes fuentes o áreas dentro una misma compañía.
-Compañías que requieran informacion confiable y en linea, de manera oportuna.
-Compañías con altas exigencias en calidad y servicio al cliente.
Conozca empresas que ya han implentado Cezanne como solución de HRM al interior de sus empresas.
Tener Cezanne es pensar en agilizar procesos en la gestión de talento humano, al interior de la empresa, mas info en www.stone.com.co
Stone permite manejar múltiples nóminas, en cuyo caso pondríamos pagarle a cada empleado de forma diferente con base en la formulación que se defina para cada concepto de liquidación.
Este módulo está diseñado con el objetivo de agilizar y apoyar los procesos administrativos relacionados con la liquidación de Nomina y administración de personal, contando además con la Gestión de Recursos Humanos que nos permite administrar la Gestión de Salud Ocupacional, Bienestar, Análisis de Cargos, Evaluación del Desempeño y Selección.
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Stone salud es un Sistema de Información Especializado para instituciones del sector salud que busca optimizar los procesos de estas entidades mejorando su efectividad.
CAS genesisWorld le permite situar a sus clientes en primer plano y garantiza un futuro lleno de éxitos en su empresa. Respalda de forma óptima su estrategia empresarial orientada al cliente. Le permite consolidar toda la información de sus clientes en una sola base de datos única, actualizada, garantizando la capitalización de la información al interior de la compañía. Gracias a los derechos individuales de acceso que pone a disposición de todos los empleados la información y los documentos necesarios. Sus empleados siempre están informados de forma óptima, comparten información competente, toman decisiones fundamentadas y experimentan simplificaciones notables en su trabajo diario.
CAS genesisWorld contiene un tablero de control integrado para la visualización de su negocio, permite gestionar nuestros clientes (empresas, contactos, clientes activos, potenciales), ofrece criterios de búsqueda, filtros y múltiples posibilidades de adaptación según sus necesidades. Contiene una funcionalidad de correspondencia y listas de distribución que apoyan sus campañas de mercadeo; no importa si se trata de llamadas realizadas, sin responder o pendientes. * CAS genesisWorld registra toda la información automáticamente en el registro del cliente, con interface con el PBX de su empresa. El registro del cliente provee una visualización 360 grados que contiene todas las citas, tareas, llamadas, documentos, oportunidades de venta, correspondencia y proyectos relacionados con el cliente.
* CAS genesisWorld contiene un componente ERP para una fácil y rápida integración con su solución.
Obtén toda la información en
Quality Software
Su mejor aliado en negocios
Teléfono: 57 1 618 01 41
Cra 15 No. 98-42 Ofc. 402
www.stone.com.co
mercadeo@stone.com.co
Bogotá - Colombia.
4. Technology Region Karlsruhe
• One of the TOP Technological regions of Europe
• Over 30.000 IT specialists and 9.000 Scientists and
Researchers
• The largest and prestigious IT Technical university in
Germany
• Top IT companies in Europe have here the HQ
• Technology History in Karlsruhe
• Baron Drais von Sauerbronn invented the bicycle in 1817
• Heinrich Hertz discovered electromagnetic waves
• Carl Benz, the inventor of the motor car
5. CAS Software AG at a glance – a few facts
Presence in 25 Countries in EMEA & LATAM
Over 200 Business Partners Worldwide
with more than 600 consultants for CAS products
EMEA
LATAM
6. CAS Software AG
Quick Facts
• Ownership is 100% Private
• Executive board and employees
• Employees
• Over 450 people
• Business
• >40 Mil. € in 2011
• Investments
• More than 20-30%% in new developments
• Several participations in other companies
CAS Group:
7. more than 200.000 users are runing
CAS„ Software products every day…
Turkey
Chile
Isabellenhütte
Brazil
19. Q1
what percentage of customers feeling that customer
experiences generally „exceed their expectations‟?
A: 20 % B: 2%
C: 33 % D: 17 %
20. Q1
what percentage of customers feeling that customer
experiences generally „exceed their expectations‟?
A: 20 % B: 2%
C: 33 % D: 17 %
21. customers feel:
‘customer service experiences
generally….’
•exceed expectations – 2%
•meet expectations – 62%
•miss expectations – 32%
(4% weren‟t sure!)
source: american express global customer service barometer
22. Q2
What is the average length of time consumers are
prepared to queue?
A: 2 minutes B: 5 minutes
C: 10 minutes D: 7 minutes
23. Q2
What is the average length of time consumers are
prepared to queue?
A: 2 minutes B: 5 minutes
C: 10 minutes D: 7 minutes
24. 2
The average time the consumer is prepared to
queue (compared to 5 minutes 6 years ago)
minutes Source: Barclaycard
25. Q3
what is the % of customers who would do more
business with an organization that offered decent
customer care?
A: 20 % B: 50 %
C: 70 % D: 90 %
26. Q3
what is the % of customers who would do more
business with an organization that offered decent
customer care?
A: 20 % B: 50 %
C: 70 % D: 90 %
27. “70% would do more business with an
organization that offered decent
customer care”
source: American express global customer service barometer
28. Q4
what is the % of customers who have ended a
relationship with an organization because of bad
service
A: 13 % B: 86 %
C: 73 % D: 39 %
29. Q4
what is the % of customers who have ended a
relationship with an organization because of bad
service
A: 13 % B: 86 %
C: 73 % D: 39 %
30. 73% of customers end a relationship with
an organization because of bad service
source: genesys telecommunications laboratories report – the cost of poor customer service
source: satmetrix
31. 6 out of 7
customers who
Customer
should complain,
don‟t.
They silently
take their
business
elsewhere.
32. Q5
what is the total revenue lost by organisations due to
poor customer service, just in one country ?
A: 12,7 Billions € B: 5,2 Billions €
C: 750,5 Millions € D: 19,2 Billions €
33. Q5
what is the total revenue lost by organisations due to
poor customer service, just in one country ?
A: 12,7 Billions € B: 5,2 Billions €
C: 750,5 Millions € D: 19,2 Billions €
34. “poor customer service is
costing organizations
€19.2 BILLION !!!!!!”
only in UK
source: American express global customer service barometer
73. “ the more you engage with
customers the clearer things become
and the easier it is to determine what
you should be doing”
John Russell, President, Harley-Davidson Europe
106. “executives say that the way
their organisations interact with
customers will be the greatest
challenge in their operations”
Economist Intelligence Unit – Business 2010
108. Customer Complains - B2B
1 unhappy customer complain
25 unhappy customer
Never formally complain
Each on those 26 unhappy customers
Tells an average of other 10 people
About their experiences
260 people
… who in turn each will tell
in average of 5 more people
about what they heard …
1300 people
For every single formal complain that reach your company there are in average
of 1560 other people that knows about problems with your company