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Touch ‘Em All – Customer Impact & The Enterprise Value Chain   By Paul Greenberg President, The 56 Group, LLC BPT Partners Chief Customer Officer Co-Chairman, Rutgers University CRM Research Center Author: CRM at the Speed of Light, 3 rd  Edition
[object Object],[object Object],The Business Ecosystem Changed
[object Object],The Business Ecosystem Changed
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],The Business Ecosystem Changed
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],The Customer: Not Just Your End Client
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],The Business Ecosystem Changed
[object Object],[object Object],[object Object],[object Object],[object Object],The Business Ecosystem Changed
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],All The Pretty Value Chains Laid Out In A Row
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],The Demand Chain
[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 Demand Chain
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],The Demand Chain
[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],The Demand Chain
[object Object],Supply Chain (SCM) Back Office (ERP) Demand Chain (CRM) Support Chain The Delinked Chain No transparency
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],The Supply Chain
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],The Supply Chain
[object Object],[object Object],[object Object],[object Object],The Supply Chain
“ If you can’t drive sales and deliver product at the point of purchase, you lose.”  – Jake Barr, GM, Supply Chain Innovation The Supply Chain: Proctor & Gamble
[object Object],[object Object],[object Object],[object Object],[object Object],The Supply Chain: Proctor & Gamble
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],The Supply Chain: Proctor & Gamble
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],ERP: Internal & Operational
[object Object],[object Object],[object Object],[object Object],[object Object],The Support Chain
[object Object],[object Object],[object Object],[object Object],[object Object],Enterprise Value Chain: 21 st  Century
[object Object],[object Object],[object Object],Enterprise Value Chain: 21 st  Century
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Enterprise Value Chain: 21 st  Century
[object Object],[object Object],[object Object],That’s It! Enterprise Value Chain: 21 st  Century
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Enterprise Value Chain: 21 st  Century
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Enterprise Value Chain: 21 st  Century
Designing the Customer Experience Enterprise Value Chain: 21 st  Century
Enterprise Value Chain: 21 st  Century
[object Object],[object Object],[object Object],[object Object],[object Object],Enterprise Value Chain: 21 st  Century
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Enterprise Value Chain: 21 st  Century
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Enterprise Value Chain: 21 st  Century
THANK   YOU For further information: Paul Greenberg The 56 Group, LLC [email_address] 703-551-2337

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CRM & The Enterprise Value Chain

  • 1. Touch ‘Em All – Customer Impact & The Enterprise Value Chain By Paul Greenberg President, The 56 Group, LLC BPT Partners Chief Customer Officer Co-Chairman, Rutgers University CRM Research Center Author: CRM at the Speed of Light, 3 rd Edition
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  • 17. “ If you can’t drive sales and deliver product at the point of purchase, you lose.” – Jake Barr, GM, Supply Chain Innovation The Supply Chain: Proctor & Gamble
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  • 28. Designing the Customer Experience Enterprise Value Chain: 21 st Century
  • 29. Enterprise Value Chain: 21 st Century
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  • 33. THANK YOU For further information: Paul Greenberg The 56 Group, LLC [email_address] 703-551-2337