"ECCU is the banking resource for churches,
Christian schools, and other evangelical ministries
nationwide. It also serves missionaries in more than
100 countries around the world. Pivotal CRM’s ability to manage and
model these relationships helped put it ahead of
other systems under consideration. Also, many of
the other systems ECCU considered were very
consumer focused; Pivotal CRM better supported the
commercial orientation of the credit union, along with
the complex individual member relationships."
CMS Cameron McKenna implemented Pivotal CRM to support its client-focused culture and management processes. As the first major European law firm to adopt a second-generation CRM system, CMS Cameron McKenna replaced basic contact management with a holistic business relationship management approach. Pivotal CRM provided functionality for pipeline management, marketing campaign tracking, and client relationship building. The customized system integrated with existing software to automate processes and provide a unified view of business opportunities.
BMC ServiceDesk on Force.com is a cloud-based IT management solution that provides out-of-the-box help desk, self-service portal, and inventory management capabilities without the need for capital investment, infrastructure, or ongoing maintenance. It offers automated setup and incident management processes to help desks respond quickly while reducing costs. Through self-service and inventory management, it can eliminate nearly half of repetitive incidents, minimize escalated problems, and reduce help desk call costs by automating requests.
The Social Enterprise: How BMC Embraces Social CollaborationBMC Software
BMC Software Social Media experts share their experiences with rolling out a social program, and keeping users connected with each other and across the industry.
Yakult Europe implemented BMC Remedyforce to replace its outdated help desk system. BMC Remedyforce provides cloud-based service management functionality at lower costs compared to upgrading their previous on-premise system. It has improved service desk efficiency by reducing phone calls and emails by a third and half respectively. Issues are now easier to track, assign, and resolve through the clear ticket ownership and ability to capture all relevant information in one place. Yakult aims to further leverage BMC Remedyforce's capabilities like the configuration management database to enhance asset management and service delivery.
Server virtualization upends this serial relationship. With server virtualization, a
hypervisor dynamically creates multiple, isolated software instances, or virtual machines
(VMs), on a single server. This abstraction allows multiple workloads to simultaneously
share the server's resources. By interleaving the ebb and flow of multiple workloads,
server utilization rates can be dramatically and permanently improved. In addition, server
sprawl can, for a period of time, be reversed.
“Pivotal provided the technology, experience and expertise to migrate and roll out the system very quickly. Following this successful initial footprint we are now expanding the use of Pivotal CRM through additional asset management groups.”
Stephen Johns.
Head of eBusiness.
Mellon Asset Management.
An IT-as-a-Service Handbook: 10 Key Steps on the Journey to ITaaS EMC
The document provides 10 key steps to guide an organization's transformation to an IT-as-a-Service (ITaaS) delivery model based on EMC's experience. Step 3 involves defining a program plan, scope, and milestones for building the ITaaS model. The plan should have a lighter, more agile structure compared to traditional IT projects due to different risk/cost trade-offs. Scoping depends on resources and should consider how each of ITIL's 26 processes will be impacted in a iterative process with acquiring resources. Tools like financial management can be separated from the main transformation program to keep focus.
The Internet has fundamentally changed the way we do business, and it has created huge opportunities for entirely new business models, from Web portals to e-commerce. Many of these new companies have succeeded, and many have failed, but this first wave of the Internet economy has set the stage for even more innovation and success throughout all sectors of business. As exciting as the dot-com revolution was, the Internet continues to provide an even greater opportunity for more traditional businesses.
CMS Cameron McKenna implemented Pivotal CRM to support its client-focused culture and management processes. As the first major European law firm to adopt a second-generation CRM system, CMS Cameron McKenna replaced basic contact management with a holistic business relationship management approach. Pivotal CRM provided functionality for pipeline management, marketing campaign tracking, and client relationship building. The customized system integrated with existing software to automate processes and provide a unified view of business opportunities.
BMC ServiceDesk on Force.com is a cloud-based IT management solution that provides out-of-the-box help desk, self-service portal, and inventory management capabilities without the need for capital investment, infrastructure, or ongoing maintenance. It offers automated setup and incident management processes to help desks respond quickly while reducing costs. Through self-service and inventory management, it can eliminate nearly half of repetitive incidents, minimize escalated problems, and reduce help desk call costs by automating requests.
The Social Enterprise: How BMC Embraces Social CollaborationBMC Software
BMC Software Social Media experts share their experiences with rolling out a social program, and keeping users connected with each other and across the industry.
Yakult Europe implemented BMC Remedyforce to replace its outdated help desk system. BMC Remedyforce provides cloud-based service management functionality at lower costs compared to upgrading their previous on-premise system. It has improved service desk efficiency by reducing phone calls and emails by a third and half respectively. Issues are now easier to track, assign, and resolve through the clear ticket ownership and ability to capture all relevant information in one place. Yakult aims to further leverage BMC Remedyforce's capabilities like the configuration management database to enhance asset management and service delivery.
Server virtualization upends this serial relationship. With server virtualization, a
hypervisor dynamically creates multiple, isolated software instances, or virtual machines
(VMs), on a single server. This abstraction allows multiple workloads to simultaneously
share the server's resources. By interleaving the ebb and flow of multiple workloads,
server utilization rates can be dramatically and permanently improved. In addition, server
sprawl can, for a period of time, be reversed.
“Pivotal provided the technology, experience and expertise to migrate and roll out the system very quickly. Following this successful initial footprint we are now expanding the use of Pivotal CRM through additional asset management groups.”
Stephen Johns.
Head of eBusiness.
Mellon Asset Management.
An IT-as-a-Service Handbook: 10 Key Steps on the Journey to ITaaS EMC
The document provides 10 key steps to guide an organization's transformation to an IT-as-a-Service (ITaaS) delivery model based on EMC's experience. Step 3 involves defining a program plan, scope, and milestones for building the ITaaS model. The plan should have a lighter, more agile structure compared to traditional IT projects due to different risk/cost trade-offs. Scoping depends on resources and should consider how each of ITIL's 26 processes will be impacted in a iterative process with acquiring resources. Tools like financial management can be separated from the main transformation program to keep focus.
The Internet has fundamentally changed the way we do business, and it has created huge opportunities for entirely new business models, from Web portals to e-commerce. Many of these new companies have succeeded, and many have failed, but this first wave of the Internet economy has set the stage for even more innovation and success throughout all sectors of business. As exciting as the dot-com revolution was, the Internet continues to provide an even greater opportunity for more traditional businesses.
Customer Service is a new corporate battleground. Companies need to provide state of the art customer service in order to compete and in this new market. This white paper discusses the business value and best practices of integrating your companies phone system with a strong central CRM.
This document discusses the importance of user experience (UX) in digital asset management (DAM) systems. It states that providing a good UX is critical for user adoption of DAM systems. Without user adoption, enterprises will struggle to achieve objectives like operational efficiency and ensuring asset compliance through DAM usage. The document examines different aspects of UX like user research, personas, and information architecture that are relevant to DAM design. It also notes that DAM vendors recognize the importance of UX and are making it a priority in their product development. However, achieving good UX in DAM requires efforts beyond just the vendor applications, including how administrators implement and configure the systems.
Managing Your Business Through Change: Introducing Bluewolf BeyondBluewolf
The rise of SaaS and cloud based business services have in effect killed the dinosaurs of the software consulting industry. Introducing Bluewolf Beyond.
CME Group created a custom auditing solution called Castle using Visual Studio Team System and .NET Framework 3.5 to streamline audit processes and enable greater information sharing. Development time was cut by 20% and audits can now be completed up to 20% faster. Auditors have intuitive access to synchronized data on portable computers. Custom controls facilitate linking documents and automated tasks, boosting accuracy and collaboration across the organization.
IT Authorities implemented the Nimsoft Monitoring Solution (NMS) as its core monitoring platform to address the challenges of demonstrating more value to clients and meeting the needs of its growing business. NMS provides unified monitoring across client infrastructures through customizable portal views. This enables greater insight into critical systems and applications. NMS also scales to support both smaller and larger accounts, allowing IT Authorities to secure new business and meet evolving client needs through sophisticated monitoring capabilities.
The document discusses the benefits of the gomembers association management software. It includes quotes from three users who praise gomembers for allowing customization of data entry screens, providing unlimited phone support, and helping organizations stay up to date with technology. The document also provides an overview of the gomembers solution and its core modules for membership management, meetings, payments, and other association functions.
From reactive to proactive IT management: ProactiveNet
Optimize application performance by learning and baselining application behavior; predicting problems before they occur; pinpointing root cause; and initiating standardized triage and resolution.
How Intelligent Operations Enables Proactive Data Center ManagementITOutcomes
This document discusses how intelligent operations with VMware vSphere and vSphere with Operations Management can enable proactive data center management and help IT transform into a strategic partner for businesses. It outlines three strategic imperatives for IT: 1) quickly and flexibly serve business needs, 2) ensure high performance and availability, and 3) act as a strategic partner rather than cost center. vSphere with Operations Management provides intelligent operations, consistent management, automation and control, and tangible results that help IT achieve these imperatives and transformation.
Sentri's Microsoft dynamics CRM presentationSentri
The document discusses Microsoft Dynamics CRM 2011 and how it enables productivity through integrated business technology. It highlights key capabilities of Dynamics CRM 2011 like the sales conversation features that help improve sales efficiency and effectiveness through familiar Outlook-like experiences, real-time filtering and conditional formatting for instant lead scoring, Excel export/import for improved data quality, and team ownership for better team selling. The document also discusses the extended CRM conversation and how Dynamics CRM leverages the flexible xRM framework to track additional relationships and assets.
InfraVision is a business service management partner specialized in setting up IT service organizations with over 12 years of experience. They can help improve transparency and efficiency of service organizations including IT infrastructure. InfraVision is an expert partner of BMC Software and has implemented their service management solutions for over 12 years. They also partner with Salesforce to deliver the BMC Remedyforce Service Desk cloud-based solution.
Q3 2009 Small Business Specialist Pal Meeting February 2009 Finalvriyait
This document provides an agenda and notes for a quarterly meeting of Small Business Specialists Partner Area Leads (PALs). The meeting will include check-ins from PALs in various countries, presentations from Microsoft on the Next Generation Partner Program and the Worldwide Partner Conference, and a discussion on the next SBSC PALs. Topics to be covered include Microsoft's new competency framework, requirements and benefits for different partner levels, the proposed tracks and topics for WPC 2009, and sales resources and offers available in the second half of the fiscal year.
Silicon Systems is an IT management consulting company based in Kolkata, India. They provide a range of business services including [1] management consultancies in areas like marketing, sales, IT, and HR; [2] online and offline branding solutions; and [3] industry-specific vertical solutions that are globally accepted. Their goal is to work as a business catalyst and help organizations grow horizontally and vertically in their fields of trade by handling daily business challenges.
ICC Solutions provides service management software and expertise. They aim to help organizations progress from "good" to "better" to "extraordinary" service management. ICCM offers out-of-the-box processes to establish a good foundation, and allows customization to help clients continually improve ("great") and transform their organizations through enterprise-wide process deployment ("extraordinary"). ICCM works with clients across industries to help them achieve their service management goals.
This document provides an overview of the TaskCentre v4 business process management suite. It describes several key features including advanced business alerts, workflow, document automation, web content publishing, subscriptions and requests, and integration. For each feature, it provides examples of how the feature could be used in different business functions like finance, human resources, manufacturing, customer service, logistics/operations, and sales/marketing. It also includes case studies of companies that have implemented TaskCentre and realized benefits like increased visibility, agility, cost reduction, and time savings.
IBM offers decision support software like Cognos 8 and Cognos 10 to provide tools for business intelligence, planning, analysis, forecasting and performance management. This software integrates data, provides configurable frameworks for decision making and long term planning, and helps identify business drivers and performance factors. It promotes effortless information dissemination and analysis across organizations.
This document discusses eight key challenges to effective infrastructure management: 1) detecting and handling incidents and problems, 2) handling changes with minimal impact on availability, 3) preventing security problems, 4) using emerging technologies effectively, 5) maintaining software and firmware, 6) having indicators of status and trends, 7) having the right tools, and 8) deploying infrastructure rapidly. It provides tactics to address each challenge, with the goals of improving efficiency, reducing costs, and increasing business value through better infrastructure management. Outsourcing and managed services are presented as strategic options.
Pivotal CRM es la Solución CRM más Flexible del Mercado.
Con Pivotal CRM podrá definir procesos y reglas de gestión por cliente o grupos de clientes, para soportar y poder recoger, por ejemplo, reglas comerciales locales y globales, establecer ciclos de venta, gestionar reglas de "cross-selling" y "up-selling" o establecer niveles de atención a clientes.
Now that I have CRM, what else can I do with it?Swimfish
Now that I have my CRM, there are several things I can do with it to increase adoption:
1. Integrate CRM use into work processes
2. Supplement data with "insider" information from internal sources
3. Make the CRM a "destination" by integrating it with other applications and technologies
4. Integrate the CRM with other technologies like email and Outlook
5. Make the CRM ubiquitous by providing mobile and remote access
The document provides an interview with Gartner analyst Ronni Colville on configuration management and configuration management databases (CMDBs). Some key points:
- Colville states that configuration management is critical for IT service management as it involves understanding relationships between IT components that make up services.
- Historical configuration management efforts often failed due to information being in many places and not able to be pulled together in real-time.
- New tools can discover and document relationships between components that make up IT services, focused on servers and applications.
- Drivers for CMDBs include audit/compliance, aligning with ITIL processes, and improving asset management to understand financial and configuration aspects.
Customer Service is a new corporate battleground. Companies need to provide state of the art customer service in order to compete and in this new market. This white paper discusses the business value and best practices of integrating your companies phone system with a strong central CRM.
This document discusses the importance of user experience (UX) in digital asset management (DAM) systems. It states that providing a good UX is critical for user adoption of DAM systems. Without user adoption, enterprises will struggle to achieve objectives like operational efficiency and ensuring asset compliance through DAM usage. The document examines different aspects of UX like user research, personas, and information architecture that are relevant to DAM design. It also notes that DAM vendors recognize the importance of UX and are making it a priority in their product development. However, achieving good UX in DAM requires efforts beyond just the vendor applications, including how administrators implement and configure the systems.
Managing Your Business Through Change: Introducing Bluewolf BeyondBluewolf
The rise of SaaS and cloud based business services have in effect killed the dinosaurs of the software consulting industry. Introducing Bluewolf Beyond.
CME Group created a custom auditing solution called Castle using Visual Studio Team System and .NET Framework 3.5 to streamline audit processes and enable greater information sharing. Development time was cut by 20% and audits can now be completed up to 20% faster. Auditors have intuitive access to synchronized data on portable computers. Custom controls facilitate linking documents and automated tasks, boosting accuracy and collaboration across the organization.
IT Authorities implemented the Nimsoft Monitoring Solution (NMS) as its core monitoring platform to address the challenges of demonstrating more value to clients and meeting the needs of its growing business. NMS provides unified monitoring across client infrastructures through customizable portal views. This enables greater insight into critical systems and applications. NMS also scales to support both smaller and larger accounts, allowing IT Authorities to secure new business and meet evolving client needs through sophisticated monitoring capabilities.
The document discusses the benefits of the gomembers association management software. It includes quotes from three users who praise gomembers for allowing customization of data entry screens, providing unlimited phone support, and helping organizations stay up to date with technology. The document also provides an overview of the gomembers solution and its core modules for membership management, meetings, payments, and other association functions.
From reactive to proactive IT management: ProactiveNet
Optimize application performance by learning and baselining application behavior; predicting problems before they occur; pinpointing root cause; and initiating standardized triage and resolution.
How Intelligent Operations Enables Proactive Data Center ManagementITOutcomes
This document discusses how intelligent operations with VMware vSphere and vSphere with Operations Management can enable proactive data center management and help IT transform into a strategic partner for businesses. It outlines three strategic imperatives for IT: 1) quickly and flexibly serve business needs, 2) ensure high performance and availability, and 3) act as a strategic partner rather than cost center. vSphere with Operations Management provides intelligent operations, consistent management, automation and control, and tangible results that help IT achieve these imperatives and transformation.
Sentri's Microsoft dynamics CRM presentationSentri
The document discusses Microsoft Dynamics CRM 2011 and how it enables productivity through integrated business technology. It highlights key capabilities of Dynamics CRM 2011 like the sales conversation features that help improve sales efficiency and effectiveness through familiar Outlook-like experiences, real-time filtering and conditional formatting for instant lead scoring, Excel export/import for improved data quality, and team ownership for better team selling. The document also discusses the extended CRM conversation and how Dynamics CRM leverages the flexible xRM framework to track additional relationships and assets.
InfraVision is a business service management partner specialized in setting up IT service organizations with over 12 years of experience. They can help improve transparency and efficiency of service organizations including IT infrastructure. InfraVision is an expert partner of BMC Software and has implemented their service management solutions for over 12 years. They also partner with Salesforce to deliver the BMC Remedyforce Service Desk cloud-based solution.
Q3 2009 Small Business Specialist Pal Meeting February 2009 Finalvriyait
This document provides an agenda and notes for a quarterly meeting of Small Business Specialists Partner Area Leads (PALs). The meeting will include check-ins from PALs in various countries, presentations from Microsoft on the Next Generation Partner Program and the Worldwide Partner Conference, and a discussion on the next SBSC PALs. Topics to be covered include Microsoft's new competency framework, requirements and benefits for different partner levels, the proposed tracks and topics for WPC 2009, and sales resources and offers available in the second half of the fiscal year.
Silicon Systems is an IT management consulting company based in Kolkata, India. They provide a range of business services including [1] management consultancies in areas like marketing, sales, IT, and HR; [2] online and offline branding solutions; and [3] industry-specific vertical solutions that are globally accepted. Their goal is to work as a business catalyst and help organizations grow horizontally and vertically in their fields of trade by handling daily business challenges.
ICC Solutions provides service management software and expertise. They aim to help organizations progress from "good" to "better" to "extraordinary" service management. ICCM offers out-of-the-box processes to establish a good foundation, and allows customization to help clients continually improve ("great") and transform their organizations through enterprise-wide process deployment ("extraordinary"). ICCM works with clients across industries to help them achieve their service management goals.
This document provides an overview of the TaskCentre v4 business process management suite. It describes several key features including advanced business alerts, workflow, document automation, web content publishing, subscriptions and requests, and integration. For each feature, it provides examples of how the feature could be used in different business functions like finance, human resources, manufacturing, customer service, logistics/operations, and sales/marketing. It also includes case studies of companies that have implemented TaskCentre and realized benefits like increased visibility, agility, cost reduction, and time savings.
IBM offers decision support software like Cognos 8 and Cognos 10 to provide tools for business intelligence, planning, analysis, forecasting and performance management. This software integrates data, provides configurable frameworks for decision making and long term planning, and helps identify business drivers and performance factors. It promotes effortless information dissemination and analysis across organizations.
This document discusses eight key challenges to effective infrastructure management: 1) detecting and handling incidents and problems, 2) handling changes with minimal impact on availability, 3) preventing security problems, 4) using emerging technologies effectively, 5) maintaining software and firmware, 6) having indicators of status and trends, 7) having the right tools, and 8) deploying infrastructure rapidly. It provides tactics to address each challenge, with the goals of improving efficiency, reducing costs, and increasing business value through better infrastructure management. Outsourcing and managed services are presented as strategic options.
Pivotal CRM es la Solución CRM más Flexible del Mercado.
Con Pivotal CRM podrá definir procesos y reglas de gestión por cliente o grupos de clientes, para soportar y poder recoger, por ejemplo, reglas comerciales locales y globales, establecer ciclos de venta, gestionar reglas de "cross-selling" y "up-selling" o establecer niveles de atención a clientes.
Now that I have CRM, what else can I do with it?Swimfish
Now that I have my CRM, there are several things I can do with it to increase adoption:
1. Integrate CRM use into work processes
2. Supplement data with "insider" information from internal sources
3. Make the CRM a "destination" by integrating it with other applications and technologies
4. Integrate the CRM with other technologies like email and Outlook
5. Make the CRM ubiquitous by providing mobile and remote access
The document provides an interview with Gartner analyst Ronni Colville on configuration management and configuration management databases (CMDBs). Some key points:
- Colville states that configuration management is critical for IT service management as it involves understanding relationships between IT components that make up services.
- Historical configuration management efforts often failed due to information being in many places and not able to be pulled together in real-time.
- New tools can discover and document relationships between components that make up IT services, focused on servers and applications.
- Drivers for CMDBs include audit/compliance, aligning with ITIL processes, and improving asset management to understand financial and configuration aspects.
Deploying Microsoft Dynamics CRM at YRC Logistics - A Case StudyTim Thorpe
Tim Thorpe and Leslie Guffey of YRC Logistics presented a case study on their implementation of Microsoft Dynamics CRM. YRC Logistics is a global logistics company that implemented Dynamics CRM to replace legacy systems and enable a single customer view across its global operations. The implementation involved migrating data from Oracle OnDemand and integrating CRM with Microsoft Exchange and plans to integrate with their Dynamics GP ERP system. The new system provides consistent global processes, integrated email and ERP capabilities, and visibility into growth opportunities.
HP implemented Oracle's CRM solution to gain a 360-degree view of customers, consolidate customer data in one place, and provide consistent forecasts from a global perspective. Oracle CRM allows HP to standardize processes while customizing interfaces. It also integrates with Oracle's other applications. The implementation faced challenges in replacing legacy systems and merging independent business units. HP addressed this through customized training, change managers to guide adoption, and sticking to one CRM system instead of multiple point solutions.
Asian Paints implemented a new release of SAP CRM to enhance its business processes that support its home solutions offering. It took a two-phased approach over six months, first porting existing CRM functionality and then configuring additional processes. Strong project governance and training helped ensure a smooth transition. The new SAP CRM provided a 360-degree view of customers and stakeholders to improve marketing, sales, and service efforts.
Hilton has implemented a CRM system called Hilton OnQ to consolidate customer data and improve the guest experience. The system segments customers into four categories based on loyalty and spends data. It aims to recognize, personalize experiences for, and analyze individual customers. While the CRM system has helped Hilton outperform competitors, limitations include challenges in accurate data transfer and high operating costs. The document recommends optimizing internal management, utilizing big data and social media to improve personalization, and enhancing the mobile app and online travel partnerships to strengthen Hilton's CRM system.
In 2007, Daimler set up a team to develop new business ventures for the Mercedes-Benz brand within 10 months. Working with Wolff Olins, the team launched 10 new pilot businesses, including Kinderclass in January 2009 which offers elegant solutions for family mobility. In June 2009, Mercedes-Benz Drive Academy was launched as the first advanced driving school of its kind. These new ventures help protect and leverage the Mercedes-Benz brand while attracting new customers and building sustainability credentials to generate over 20% return on sales.
Customer Relationship Management - Case Study [Mercedes Benz]Jas Singh Bhasin
Historically, Mercedes-Benz was sold in the UK through a franchised network of some 138 dealerships.
Each of these was autonomous, with the exception of three dealerships owned by the distributor Daimler Chrysler UK (DCUK).
DaimlerChrysler had relatively little control over relationships between dealers and customers. Dealers managed their own relationships including customer research, data base management, acquisition and retention processes.
This presentation describes the challenges faced by the company initially and how did they overcome those challenges.
The SlideShare 101 is a quick start guide if you want to walk through the main features that the platform offers. This will keep getting updated as new features are launched.
The SlideShare 101 replaces the earlier "SlideShare Quick Tour".
DXM_ Conexus Members never have to repeat Themselves (US)_WebChris Rasmussen
Conexus credit union implemented the Doxim CRM solution enterprise-wide and conducted an intensive staff training program to address issues arising from multiple mergers. This led to fragmented member experiences as information was not centralized. The new solution provides a centralized place to document member conversations across all departments, improving the member experience. An organization-wide working group planned CRM processes and an intensive training program helped ensure all staff were able to properly use the new system. This resulted in improved member satisfaction scores and a more seamless member experience.
Compact Business Systems Gains A Complete View Of Their Business with ACT! So...Darren Flood
- Compact Business Systems upgraded from an older version of ACT! by Sage to the latest version to integrate two separate databases into a single database and improve data synchronization between sales consultants.
- The upgrade helped Compact gain a complete view of customer relationships, more accurate information, and greater staff productivity.
- Evolution Marketing assisted with the upgrade, customizing ACT! to meet Compact's needs and integrating the two databases without using technical jargon.
Customer Relationship Management (CRM) is a business strategy focused on developing and managing long-term relationships with customers to increase their lifetime value and profitability for the organization. The philosophy of CRM recognizes that maintaining strong customer relationships provides a competitive advantage through increased customer retention, loyalty, and repeat business. CRM uses customer data, technology, and processes to better understand customer needs and provide personalized customer service across sales, marketing, and service channels.
"Manufacturers Association of Central New York organizes and
streamlines its processes and creates more time for member
services with CDC gomembers On Demand solution."
Telecom Customer Experience Management - An Analytical Approach for Simplific...Communications 2025
Authors: Amresh Nandan, Tony Hines
Abstract: Customer Experience Management (CEM) can be a highly complex, resource intensive, and at times, a ‘leading to no-where’ program. However, it is imperative for Communication Service Providers (CSPs) who are deeply affected by value-chain shifts, disruptive innovations, and the inherent complexity of their operations. While there are some genuine efforts, there exists a significant amount of cosmetic effort in the name of CEM, evident in global survey reports. This has resulted in the perception that CEM is merely a buzzword. One of the reasons behind this lies in the inherent complexity of the subject. A constructive way to address this is by simplifying the approach. This would ensure a scientific and analytical step-by-step process that may be monitored, controlled and tailored, to suit organizational goals and next financial year’s strategy. This paper discusses an analytical approach towards a CEM construct which can be designed, developed and executed as an eight-stage program by CSPs.
Crm imperatives for success cover page feature may, 2003tjabali
1) Planning and execution are often at fault for CRM failures. A lack of clear vision and poor execution can hinder CRM initiatives.
2) To successfully implement CRM, organizations must define a strategic vision and translate it into operational imperatives by examining customer expectations, processes, and performance metrics.
3) Implementing CRM also requires preparing employees for change and galvanizing the organization around the new vision through prototypes, super users, and quick wins to fuel momentum.
Pivotal CRM for Financial Services offers comprehensive, integrated, industry-specific capabilities that increase insight into operational performance, streamline processes across the firm, and improve responsiveness to client demands
This document first appeared in Defying the Limits: The CRM Project, A Thought Leadership Project from Montgomery Research, Inc., Sponsored by Accenture.
It includes an executive overview of the makeup of a CRM system, as well as advice for choosing a system, Key Benefits and Best Practices for successful implementation.
1. eCRM provides companies with interactive and personalized communication across electronic and traditional channels while respecting customer preferences.
2. Building an effective eCRM solution requires defining business objectives, assessing current capabilities, and defining process changes needed to meet goals.
3. Key eCRM features include a focus on refining business processes, being data-driven to provide customized customer profiles and interactions, and measuring performance.
This document discusses advancing multichannel knowledge management. It explains that customers expect consistent, up-to-date information regardless of channel. Multichannel knowledge management can provide a better customer experience and increase cost efficiency by reducing unnecessary contacts and time spent searching for information. The document recommends conducting a feasibility study and roadmap to design and implement an integrated multichannel knowledge management approach and culture change. Atos Consulting can help organizations transform how they manage knowledge across channels through its proven methodology and experience.
This document discusses advancing multichannel knowledge management. It explains that customers expect consistent, up-to-date information regardless of channel. Multichannel knowledge management can provide a better customer experience and increase cost efficiency by reducing unnecessary contacts and time spent searching for information. The document recommends conducting a feasibility study and roadmap to design and implement an integrated multichannel knowledge management approach and culture change. Atos Consulting can help organizations transform how they manage knowledge across channels through its proven methodology and experience.
Unified communications (UC) integrates various communication systems and devices to allow users to easily collaborate in real-time. It streamlines communications, cuts costs by leveraging existing infrastructure, and ties together people, devices, and information. Key components of UC include unified messaging, instant messaging, presence/identity, integration with existing infrastructure like PBX systems, video conferencing, and linking UC with business processes. Companies realize value from UC by replacing insecure apps, automating workflows, reducing travel costs through virtual meetings, and providing a single identity for presence and communication across channels. When planning a UC strategy, companies should target objectives, take a phased approach, and partner with experts.
Improve the efficiency of your CRM and Marketing Automation. Improve on facts like these:
63% of CRM systems ‘fail to deliver on their original objectives’
Only 31% of CRM users achieve an adoption rate greater than 90%
Reps spend on average only 41% of their time actively selling
The document discusses how financial services firms are responding to current economic conditions and trends in their industry. It is driving them to become more efficient and focus on customer retention through streamlining processes and using customer relationship management (CRM) solutions. CRM can help cut costs while strengthening customer relationships. Financial firms want CRM systems tailored to their industry that provide flexibility and a unified global view of customers. Mobile access to CRM data is also becoming increasingly important as customers expect anytime, anywhere service.
12 Factors To Be Considered before Choosing A Loan Management SystemAKEZIASANJANA
Loan processing carried out in quick time provides competitive advantages to NBFCs and MFIs and better utilization of time for the applicants. Hence, there is a pressing need to have a technology that is time-saving for the institutions and convenient for potential borrowers. Many times, the NBFCs have to deal with process delays due to the manual loan processing system, which in some cases, results in losing their prospective customers altogether.
In order to avoid this, most non-banking financial institutions and MFIs are going the way of an automated loan processing system, which in a way, helps both the customers and the institutions. By cutting down on paperwork and manual process needed during the loan application processing period, a loan management system seeks to add immense business value to the MFI and elevate the overall customer experience the applicant receives.
With the right CRM comes the opportunity for Along the way, IT managers need an integratedcompanies to really get to know their customers, set of technologies—from websites to databasestheir needs, preferences and their buying and data mining tools—to make it work.patterns.
1) Greater Manchester Chamber of Commerce (GMCC) needed a new customer relationship management (CRM) solution that could handle increased membership demands and provide flexibility and scalability.
2) GMCC selected Outsourcery's cloud-based Microsoft Dynamics CRM solution due to Outsourcery's expertise in cloud solutions and ability to quickly migrate GMCC's system.
3) The new cloud-based CRM provided GMCC with improved efficiency in member management and a scalable platform to adapt to changing membership needs.
Crm increasing user adoption ensures successful crm projectsMarcus Vannini
This document discusses how health insurers can ensure successful customer relationship management (CRM) projects by managing user adoption challenges. It states that CRM projects often fail because users' needs are not taken into account in the design and implementation. The key to success is delivering applications that users want to adopt. The document recommends five best practices for maximizing user adoption: 1) involve end users in planning and implementation, 2) ensure projects produce clear user benefits, 3) continually highlight user benefits, 4) involve employees' supervisors from the start, and 5) introduce new functionality in stages. Following these practices can help drive rapid user adoption and achieve CRM goals more quickly.
This document discusses Customer Relationship Management (CRM) in the context of non-banking financial services. It provides an introduction to CRM and highlights that most institutions take a narrow view of CRM, limiting benefits. A successful CRM strategy incorporates business activities, channel management, relationship management, and back-office/front-office integration within a customer-centric approach. The document then discusses concepts, benefits, challenges and importance of CRM for non-banks. It also covers CRM techniques used by non-banks in India and future trends in CRM.
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Pivotal CRM Case Study - Evangelical Christian Credit Union
1. Evangelical Christian Credit Union
ECCU uses Pivotal CRM to get a 360-degree view and build
strong relationships.
Customer Details
Evangelical Christian Credit Union
• Member-owned financial cooperative for growing churches, Christian schools, and other
evangelical ministries.
www.eccu.org
Industry
• Financial Services
Challenges
• Organization grew to a size that required new technology support
• CRM solution had to be flexible enough to model complex credit union business workflows
Benefits
• Secured 100% user adoption
• Improved pipeline management and forecasting
• Mobile users have access to rich member information
Solution
CDC Pivotal CRM
CDC Software | The Customer-Driven Company™ CRM Case Study | 1
2. Most businesses have corporate goals and mission build its customer relationships. Accordingly, its
statements. But Brea, California–based Evangelical technology team began to evaluate CRM systems.
Christian Credit Union (ECCU) has a mission of a
higher order. A distinct challenge for ECCU in finding the right CRM
system was the degree of relationship complexity
ECCU is the banking resource for churches, with which the credit union routinely deals. Due to its
Christian schools, and other evangelical ministries ministry banking focus, a large number of ECCU’s
nationwide. It also serves missionaries in more than customers are organizations, rather than individuals,
100 countries around the world. While its business but many of its individual members are part of one or
focus is providing financial services to evangelical more of these organizations. The organizations are
organizations, the credit union does provide personal also often linked, such as a church with an associated
banking services such as savings and checking school and ties to one or more mission agencies.
accounts to individual members and their families. These complex, multi-layered interconnections made
For more than 40 years, seemingly simple tasks, such as assembling and
ECCU’s members and
It’s a one-stop employees have shared a
addressing a list of Christmas cards, a formidable
challenge.
shop. Users don’t commitment to the mission
of making evangelical This tangled web of relationships was more than
have to open Christian ministries more most of the CRM systems the ECCU team evaluated
two or three effective. could handle. Pivotal CRM’s ability to manage and
model these relationships helped put it ahead of
applications to Growing Business other systems under consideration. Also, many of
find what they Brings Growing the other systems ECCU considered were very
Needs consumer focused; Pivotal CRM better supported the
want. It’s all there ECCU began operations commercial orientation of the credit union, along with
in Pivotal CRM. as the Conservative Baptist the complex individual member relationships.
Credit Union of Southern
Judy Dietz California, merging with the Another key differentiator for Pivotal CRM was its
ECCU, Pivotal Application
Manager Association of Christian flexibility. The team saw that wherever Pivotal CRM
Schools International Credit didn’t fit all of the credit union’s needs out of the box,
Union in 1984 and broadening its field of membership it could be customized to do so. The ECCU team
to become ECCU. Since that time, it has continued to selected Pivotal CRM for its implementation and set
grow at a rapid pace, today employing approximately about making these customizations, implementing the
300 people and representing nearly $3 billion in total system in 2003.
assets under management.
Customized—But Not Standardized
Despite this growth, ECCU has held true to its faith- Unfortunately, ECCU found that customization in and
and community-based roots, delivering a relationship- of itself was not necessarily a virtue. The initial CRM
based banking experience to its members. Several implementation focused on the sales force, and the
years ago, however, the credit union began to project team was eager to adapt the system to meet
recognize that maintaining this kind of personal and the salespeople’s needs and processes, building in
valued relationship with members was becoming customizations to meet a wide variety of demands.
more challenging as it expanded. No longer a small Over time, however, it became apparent that the
business where employees and customers all knew processes being customized into the system were
each other by name, ECCU understood that it needed not truly standardized or mature, which led to usage
centralized technologies in place to help track and problems.
CDC Software | The Customer-Driven Company™ CRM Case Study | 2
3. By 2007, ECCU was at a crossroads. With further commitment to the project, understanding that to
growth and increasing competition, the credit union derive full value from the system, they would need
needed a centralized customer view and technology- more significant top-down support as well as more
supported sales process more than ever, but it knew direct management usage of the system. Secondly,
that further customizing its heavily customized but they took a different approach to customization,
underused system was not going to fix its problems. requiring strong business rationale before they would
ECCU also needed a solution that would better modify the system to accommodate a given field,
support its mobile sales force and wanted to move to form, or process.
a web-based CRM client.
The project team was aided in this by internal
A Pivotal Move developments at ECCU. The credit union’s sales
As ECCU evaluated its force, which had formerly been composed of separate
options, it found that teams for depository and lending sales, was in the
Many of the Pivotal CRM was still process of merging into a single group. Furthermore,
customizations the best choice on the the credit union had made major advances in process
market for its needs. In the standardization, such that a mature, consistent, and
we made in our years since ECCU’s initial proven process could be modeled in the system with
initial deployment deployment, CDC Software confidence.
had launched Pivotal CRM
were available out- for Financial Services, an The more selective use of customization was made
much easier by the industry-tailored features available
of-the-box with industry-tailored version of
in Pivotal CRM for Commercial Banking. “We were
Pivotal CRM with specific
Pivotal CRM for suites for a range of lines able to significantly leverage simple configuration of
out-of-the-box functionality,” notes Scott Thomas,
Financial Services. of business within financial
ECCU’s Manager of Systems Development. “Where
services. ECCU found
Alan Weisenberger that the Pivotal CRM for we did customization, we were customizing the
ECCU, VP, Technology Commercial Banking suite artifacts—the documents and the reports that already
Services
closely matched its needs existed in the out-of-the-box system. We were really
right out of the box, while letting the out-of-the-box tailored solution work the
still providing the flexibility to easily customize the way it was intended to.”
system where needed. “Many of the customizations
As the project team moved toward implementation,
we made in our initial deployment were available out
they identified user adoption as the most important
of the box with Pivotal CRM for Financial Services,”
measurement of success. “If everyone in the sales
notes Alan Weisenberger, ECCU’s VP of Technology
organization is using the system to manage their
Services. “It was already a close fit to how we do
pipeline and sales process, if there are no other
business.” Pivotal CRM’s Rich Client offering also
ancillary systems in use, if management and
better suited the credit union’s long-term technology
salespeople alike look to the system as their source of
plans and offered web-based access to CRM data for
information about our relationship with the customer,
mobile employees.
that’s success,” says Weisenberger.
In July 2007, ECCU implemented Pivotal CRM for
Increasing Member Insight
Commercial Banking. This time, it took an entirely
At the heart of it all, of course, is the comprehensive
different approach to system implementation. First,
client-member view that Pivotal CRM makes possible.
before beginning the project, the project team
Users now have a single, centralized source of rich
secured a more intense executive and management
CDC Software | The Customer-Driven Company™ CRM Case Study | 3
4. information about a member and interactions with “This has been a landmark project. To have a
them that is fast and easy to access. “It’s a one-stop migration project of this magnitude come off this
shop,” says Dietz. “They don’t have to open two or smoothly sets a new high-water mark in my 25 years
three applications to find what they want. It’s all there of technology management,” says Weisenberger. “It
in Pivotal CRM.” went so well; the team just connected and worked
together wonderfully. The Pivotal CRM team brought
Having a single, reliable system of record for member a lot to the table in terms of expertise, and they
information may seem simple, but its value should not brought a lot of discipline into the project process—
be overlooked. Before ECCU implemented Pivotal along with flexibility where it needed to flex. I can’t
CRM, outdated information once sent the credit think of a project team I’d rather work with than the
union’s CEO to the wrong address when visiting an folks that we worked with from Pivotal CRM. My
important member—something that did not please the team and I commented several times throughout
member, the CEO, or ECCU staff. When it comes to implementation that we were concerned only because
member information, having a system with thorough, we didn’t seem to have anything to be concerned
current, reliable information is essential to building about!”
trust.
Thomas adds, “Everyone took a great deal of effort
Another great benefit of the system is the ability to and pride in understanding the business we do and
understand a member’s sphere of influence. “It’s why the things we wanted to see in the system were
not unusual for Pastor Joe to be on the board of a important to us. It was extremely valuable. And this
Christian school or teach at a Christian university and went all the way up to CDC Software’s executive
be on the board of another mission agency,” notes management, who were very receptive and very
Weisenberger. “Our users need to know this, so that willing to work with us to make the system more
when they’re having a conversation with Pastor Joe productive for us.”
in one context, they understand the broader context
Dietz agrees: “The people we have worked with have
of his involvement.” Pivotal CRM’s intuitive visual
provided a perfect combination of understanding what
relationship trees make this sphere of influence easy
we need and advising us when there are better ways
to understand at a glance.
to do things. CDC Software is what we’re looking for
Daily imports of account data from ECCU’s back- in a vendor: a true partner.”
end financial system keep account information
fresh and ensure the Pivotal CRM system is a truly Looking to the Future
comprehensive source of member data. In addition, ECCU has projects underway to provide system
the system’s ability to track internal and external enhancements for its users and expand CRM usage
account data to understand share of wallet holds to its member services group, ensuring users across
promise for ECCU as they look for new opportunities departments and functions are fully aware of each
to expand their business and deepen their other’s interactions with members and can present an
relationships with existing members. informed, seamless member experience. The credit
union is also bringing its lead nurturing process into
A Winning Partnership the system and plans to roll Pivotal CRM out to its
ECCU has worked with the Pivotal CRM Professional marketing department, which can’t wait to start using
Services team throughout this implementation, and the system. ECCU also looks forward to taking full
the cooperation between the two companies’ teams advantage of the 360-degree client view it now has,
has been a major factor in the project’s success. seeing the potential to better analyze and segment
CDC Software | The Customer-Driven Company™ CRM Case Study | 4