CAS Software AG is a German CRM software company established in 1986 with over 330 employees globally. The presentation discusses the increasing importance of CRM for businesses due to factors like decreasing customer loyalty, demanding customers, and increasing competition. It explains what CRM is and its key drivers. It then outlines how CAS Software AG helps companies revolutionize address management, reach and serve customers better through solutions like its Address Wizard, and live with an integrated CRM system.
The results have poured in from our 6th Annual State of Partnering research. This year’s study was the biggest and most comprehensive yet – with 98 global vendors and 250 solution provider participants.
This year’s study focused on several key partnering topics including enablement, cloud engagement models, field sales coverage and channel spending trends.
The Cloud Computing China Congress (CCCC http://www.cloudcomputingchina.org ) is specially designed for senior IT and line of business executives evaluating and making purchasing decisions in the areas of on-demand infrastructure and software services.
The results have poured in from our 6th Annual State of Partnering research. This year’s study was the biggest and most comprehensive yet – with 98 global vendors and 250 solution provider participants.
This year’s study focused on several key partnering topics including enablement, cloud engagement models, field sales coverage and channel spending trends.
The Cloud Computing China Congress (CCCC http://www.cloudcomputingchina.org ) is specially designed for senior IT and line of business executives evaluating and making purchasing decisions in the areas of on-demand infrastructure and software services.
Vlerick Sales Forum & Deloitte Study: Sales & Procurement: Friends or Foes?Vlerick Business School
The key finding of a recent Harvard Business Review article that Solution Selling was dead, came as a rude wake-up call to a lot of companies that were just beginning to embrace the solution selling concept. One of the key suggestions from that article suggested that salespeople work together with the procurement team at the customer to make sure that the procurement professionals actually “internally sell” the salespeople’s solution. This is quite surprising, considering the fact that traditional sales models encourage sales people to go around the procurement organization, which in turn is not appreciated by the buyers.
But is this still really the reality on the field- Are sales and procurement enemies or can they actually be friends. Together with Deloitte Belgium the Vlerick Sales cluster set out to try and understand the current feelings prevalent amongst salespeople and their procurement counterparts. They also focused on internal issues both for sales and procurement within their own organizations and how this affected the relationship outcomes.
12 2011 highlights 2011 smb collaboration studySMB Group
The 2011 SMB Collaboration and Communications Study surveyed more than 800 SMBs (small business is 1-99 employees; medium business is 100-999 employees) to find out how they collaborate, what tools they use and what their appetite is for integrated collaboration suites.
This is a presentation I gave at the October 2007 Enterprise Architectures Conference. The presentation covers approache sto developing multi-year roadmaps for implementing business strategy.
SAP Solutions since 1994. Solving the most difficult business challenges with SAP software and enterprise technologies.
Expert SAP Guidance
Project & program management, IT strategy, enterprise architecture, system integration, centers of excellence, IT spend management, benefits analysis (ROI), change management, system assessment, business cases, audits, QA, functional consulting, staffing & more…
Customer Experience Management by MIS AssociatesGerry Brown
This presentation was made in April 2012 at the Text Analytics Summit in London. The presentation outlines Customer Experience Management (CEM) best practices and their value to both the customer and the vendor. In addition we look at the technical, operational and measurement challenges of CEM, and the customer decision journey.
Vlerick Sales Forum & Deloitte Study: Sales & Procurement: Friends or Foes?Vlerick Business School
The key finding of a recent Harvard Business Review article that Solution Selling was dead, came as a rude wake-up call to a lot of companies that were just beginning to embrace the solution selling concept. One of the key suggestions from that article suggested that salespeople work together with the procurement team at the customer to make sure that the procurement professionals actually “internally sell” the salespeople’s solution. This is quite surprising, considering the fact that traditional sales models encourage sales people to go around the procurement organization, which in turn is not appreciated by the buyers.
But is this still really the reality on the field- Are sales and procurement enemies or can they actually be friends. Together with Deloitte Belgium the Vlerick Sales cluster set out to try and understand the current feelings prevalent amongst salespeople and their procurement counterparts. They also focused on internal issues both for sales and procurement within their own organizations and how this affected the relationship outcomes.
12 2011 highlights 2011 smb collaboration studySMB Group
The 2011 SMB Collaboration and Communications Study surveyed more than 800 SMBs (small business is 1-99 employees; medium business is 100-999 employees) to find out how they collaborate, what tools they use and what their appetite is for integrated collaboration suites.
This is a presentation I gave at the October 2007 Enterprise Architectures Conference. The presentation covers approache sto developing multi-year roadmaps for implementing business strategy.
SAP Solutions since 1994. Solving the most difficult business challenges with SAP software and enterprise technologies.
Expert SAP Guidance
Project & program management, IT strategy, enterprise architecture, system integration, centers of excellence, IT spend management, benefits analysis (ROI), change management, system assessment, business cases, audits, QA, functional consulting, staffing & more…
Customer Experience Management by MIS AssociatesGerry Brown
This presentation was made in April 2012 at the Text Analytics Summit in London. The presentation outlines Customer Experience Management (CEM) best practices and their value to both the customer and the vendor. In addition we look at the technical, operational and measurement challenges of CEM, and the customer decision journey.
High Performance PLM: Key Success Factors for PLM Strategy, Implementation, a...PTC
Data and Analysis from Tech-Clarity and PTC Global Services, PLM Key Success Factors Survey, 2012 [eBook]
To learn more about the key success factors for PLM and other enterprise solutions, visit the Insights section of our website:
http://www.ptc.com/consulting/insights?utm_source=SlideShare%2B&utm_medium=plmebook&utm_campaign=Social
Identifying how and where information technology can assist with improving an organisation's performance. Including statistics from IBM's latest Global CIO survey
Using the definition
AS ALIGNED TO WHERE CHANGE CAN BE MOST AFFECTED: DIGITAL TRANSFORMATION IS… the re-alignment of, or new investment in – process, technology and
business models to more effectively engage Digital Consumers at every touchpoint
in the customer experience lifecycle.
The starting point is to frame the discussion.
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.
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.
Sea más competitivo mejorando su productividad.
STONE ERP es una solución 100% en linea que integra todos los procesos de su empresa, permitiéndole optimizar su cadena de suministro, introducir productos en el mercado con mayor rapidez, sacar mejor partido del aprovisionamiento y evitar la duplicación de esfuerzos, generando un factor diferencial frente a sus competidores.
ERP modular adecuado para Pymes que buscan mejorar la productividad en cada una de sus gestiones administrativas y de producción. Conozca algunas de las características que tiene STONE PYMES.
Integre a cabalidad las actividades de un almacén o centro de distribución en un sistema de información que gestiona de manera efectiva y eficiete los procesos de recepción, almacenamiento, picking, empaque, despacho, inventario y traslados integrando tecnología y optimización de procesos.
STONE - Mobile, es la solución que permite a su fuerza comercial acceder a la información critica propia de su actividad en procesos de preventa y autoventa por medio de dispositivos moviles optimizando la operación en el canal.
STNE - Mobile automatiza en tiempo real los procesos de pedidos, devoluciones, inventarios, entregas, recaudo, encuestas, mensajería, georreferenciación, efectividad y presupuesto. Esta solución puede personalizarse a las necesidades de su empresa, poniendo en sus manos la solución ideal a su modelo de negocio funcionando en el mejor dispositivo de acuerdo con sus necesidades.
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.
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
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WHY CRM, Is it really Necessary?
1. CAS Software AG
Success with Customer Excellence
Why CRM, Is it really necessary ?
Mircea Prelipceanu
International Business Manager
CRM TRENDS 2011
07.10.2011
2. What can you expect today?
Agenda
1. CAS Software AG
2. The Increasing Importance of CRM
3. CRM – so what now?
4. Live with CRM
4. CAS Software AG – At a Glance
Facts
Established 1986
Headquarters Karlsruhe - Germany
Ownership Executive board and employees
Employees CAS group: ~330 (Dec 2008)
CAS Software AG: ~190
Turnover ~33 Mio. Euro
Growth in 2008
Employees +16%
Turnover +34.0% with CRM standard products
+18.2% CAS-Group
Investments in the future
in innovation over 25% of the turnover goes into R&D
in employees CAS model: earnings shared with employees
CAS academy: continuing on-the-job training,
CAS leadership compass
CAS new blood: close contacts with universities,
research facilities, etc.
5. CAS Software AG – A Few Facts
More than 140 partners in DE and 55 worldwide and over
150.000 users of CAS products
CAS is active in more than 24 countries on 4 continents:
Focus on EMEA and LATAM
In Turkey presence since 2007
CAS genesisWorld is available in 12 languages
D, EN, FR, IT, RO, HU, HR, CZ, ES, NL, TR, PL
Several CRM products and dedicated CRM branch solutions
Hundred add-on solutions to common systems
Numerous awards: CAS recently won the CRM Best Practice
Award (for the 5th time ) with customer OKI Printing Solutions
6. CAS Software AG
Success with Customer Excellence
The Increasing Importance of
Customer Relationship Management
8. CRM – what is that ?
•CRM is a long-term business strategy to growth and
improve profitability through a better understanding of
CONFUSED ?
customer behavior.
•Customer Relationship Management - those aspects
of a business strategy which relate to techniques and
methods for attracting and retaining customers.
•There is no agreed definition, but CRM is a blend of
operational processes, methodologies and
techniques that helps organizations create two-way
interactions with customers, thereby enabling them to
better understand and anticipate the behaviors,
needs and wants of existing and potential customers.
•CRM is a straightforward concept...
9. Drivers of CRM
Product & Competition
Products become more
and more comparable!
Increasing Competition!
CRM
10. In Past - Sales process
- PRODUCT was in the middle
- Selection was not so great , were mostly regional providers
- Lack of market overview and actions to attract new customers was not necessary,
11. Today - Purchasing process
- Customer have more power is well informed, market is transparent
- Customer have HIGH expectations from products/services and become disloyal
- We all run for customers, the product is not in middle anymore but CUSTOMER get in
focus
12. Competitive advantage through
customer orientation
Evaluation of future opportunities for competitive differentiation
Services/Customer orientation 76,9%
Product quality 57,4%
Technical/Innovation 56,5%
Price-Performance 42,6%
Image/Publicity 21,3%
Sales 21,3%
Price/Costs 14,8%
Source: Simon, Kucher & Partner
Services & customer orientation bear the greatest
potential to differentiate from the competition
13. Competitive advantage through
customer orientation
Evaluation of corporate strategies, which promise the
largest competitive advantage on a long-term basis
(Number of points:500 = high potential, 300 = little potential, 100 = low potential)
Customer Relationship Management 422
Growth strategies 407
Core competencies management 380
E-Business 376
Knowledge Management /
optimized information processes 370
Business Process Outsourcing 340
Total Quality Management 335
Lean Management 332
Business Process Reengineering 293
Shareholder Value Management 270
Virtual Companies 256 Source: Institute of Management and
Consulting Sciences; Prof.Dietmar Fink
14. Top 10 challenges for SME
Top 10 of the challenges for medium-size enterprises from advisors point of view
Customer relationship management 52 42
Recruitment / Employee qualification 50 43
48
Innovation 42 48
International competition 41 41 42
Globalization (new markets and competitors) 37 47
42
Changing business strategies 32 50
Capital raising 30 49
Intensifying national competition 29 51
Demographical changes 28 46 Importance in %:
very important
important
Costs cut 27 51
Source: Facts & Figures from advisors market 2007/2008,
BDU e.V. 2008
15. Drivers of CRM
Customer behavior
Decreasing loyalty
Product & Sources of information
Competition Demanding attitude
Products become
more and more
comparable
Increasing
Competition
CRM
17. Customer
1 happy customer shares its positive
experiences with 4 other persons
:)
4
18. Customer
1 unhappy customer shares its bad experiences with
another 8-10 persons, (potentially) customers
:(
10
19. Customer
12 positive actions are necessary to be done,
in order to adjust a negative situation
12
20. Drivers of CRM
Customer behavior
Decreasing loyalty
Sources of information
Demanding attitude
Getting new customers
Product &
vs
Competition
Taking care about the
Products become existing ones
more and more
comparable Getting new customers is
more expensive than
Increasing improving relations with
Competition existing ones
CRM
21. Increasing revenues through customer loyalty
Revenue
Loyal customers
20% Costs
80% Sales
Multiple customers
One time customers
Interested customers
80% Costs
20% Sales
Potential customers
Costs
22. Customer relations and confidence
Trust,
operations
costs
Operations costs Trust
Time
Costs and trust in the process of a successful business relationship
Source: Tech. University Berlin, Inst. f. BWL, Business und Services marketing, Prof. Dr. E. Kuhlmann
23. Important Questions?
1. Do you know your customers ?
2. What information do you have about them? Also personal data ?
3. Who is having this information?
4. Is your customer aware about your company and what u do?
5. Is your customer satisfied with your company?
6. Is your customer enthusiastic about your company?
7. Would your customer recommend you to others?
27. Starting point: Address Management
Annoying situations:
• Time intensive data input
result in incorrect address
entries incomplete custo -
mer data
• duplicate copies
• missing, wrong or old
data of contact persons
• poor additional information
Quelle: Riek, direkt Marketing Fairmarktung GmbH & Co. Service KG
• no addresses of decision makers
• no transparency regarding data quality
According to statistics, in Germany, between 10 - 30% of the customer data
inserted in a CRM systems is corrupted.
28. Address management in the future
Structured process of Address
Management
Responsibility and Transparency over
address quality
Notifications on changes
Correct Addresses
Persons will be notified about
Always updated and completed
changes immediately
Complete Information
Enhancements for better decisions
29. Revolution in address management
Gathering addresses CAS
Manually or Import
with address wizard /
Madam Software
AG Other databases
Janine
Black
Examination and correction
Duplicate check OKI
Printing
Solutions
Allocation/
Reference database
Supervise
Enrich
Regelkreis
Update
34. Address Management
Address acquisition
Address assistant
Address monitoring Duplicate check
automatic address when entering the
update address/ for all databases
Validating and enhancing
addresses with WEB
Servicess
35. Reaching and serving customers
Customers Multi Channel Event Marketing Customer
segmentation campaigns organization Budgets tracking Interaction analysis
Lead Responsible Competition Winning Sales
management workflows analyze probabilities Report and analysis
SLA Hotline & Help-Desk Ticketing Responses and
management Call Center Portal System satisfaction analysis
Time load Expenses Resource Milestones Complete
calculations internal/external planning targets/risks Project reporting
Document 3rd party systems
Groupware Workflows
management integrations (eg.ERP)
Task & Appointment Intelligent
E-Mail Form designers
planning Address Management