CRM as a Service. For Customers in the Cloud

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1 CRM as a Service For Customers in the Cloud

2 Customer Relationship Management Our mission: to help our customer identify, define, design and deliver the best CRM strategy, in terms of For our Customer with the Customer Customer Inside processes, organization and technology, ALWAYS Customer TOGETHER through KNOWLEDGE & EXPERTISE LOOKING FORWARD Innovative CRM services able to target customer admiration Flexibility and proactivity Innovation 2

3 MARKETING CRM Practice SALES Sales Force Automation Contact Mgmt Opportunity Mgmt Accounts Mgmt Forecasting Sales Pipeline Sales Configuration Lead Management Order Management Price Optimization and Mgmt Sales Incentive Compensation Mgmt Sales Performance Mgmt Sales Analytics Sales Rep Surveys Social CRM Social Networks for Sales ecommerce Web Storefront Catalogue Pricing Inventory Sales Partner Mgmt 3 User Experience Surveys Multichannel Campaign Mgmt Lead Mgmt Segmentation Community Marketing Web Analytics Predictive Analytics Preference Mgmt Event Triggering Real-Time Recommend Dialogue Mgmt Campaign Optimization Marketing Resource Mgmt Marketing Performance Mgmt Enterprise Marketing Mgmt Loyalty Mgmt Partner Marketing Social CRM Social Media Monitoring Community Text Mining Reputation Mgmt Product Reviews Voting Systems Social/Community Surveys Polls CROSS FUNCTIONAL Customer Analytics Web Intelligence Customer Value Analysis Customer Data Mining Real-Time Decisioning Text Mining Survey Analytics Competitive Analysis SERVICE CRM Customer Service Contact Centres Desktop Productivity Trouble Ticketing/Case Mgmt Workforce Optimization E-Learning Q/A Monitoring Workforce Mgmt Call Centre Performance Mgmt Interaction Analytics Contact Centre Planning eservice Knowledge Base for Self-Service Response Mgmt Web Chat Collaborative Browsing Call me back Virtual Assistants SMS/Multi-modal Communications Unified Communications Contact Centre Infrastructure Customer Service Analytics Field Force Optimization Wireless Mobility Social CRM Social & Community Knowledge Mgmt Community Mgmt Crowdsourcing Collaboration

4 The New Competitive Context Continuous review of companies strategies, plans and budgets Fine-grained planning and control models The past will not come back every day is new Source: NetConsulting Companies have to operate in a new normality New customer evolution is driven by Dramatic changes in online communication Changing consumer habits due to evolution of the Internet 4 Strong awareness through: Communication, information exchange, collaboration

5 Market and Customer Evolution Consumer Business Knowledge Growth and improvement 5 React to the competition Increasing customer loyalty, brand presence Partnership increase and growth

6 Building 360º Customer Knowledge Internal communities Internet CRM Fundamental core Customer knowledge to drive business strategies Customer experience and insight Internal community a new added value for strategies Customer New Paradigm Customer Admiration

7 Social Media: Learning and Knowing Created by all Common interests Community Communicate Web Radio Blogs Podcast Media sharing Blog comments / responses Talk People Strategies Listen to.. Objectives Tools Connect Collaborate Wiki Mash-ups User-generated content Twitter SMS Social networks Involve Widgets Simulation

8 Deliver excellence to the customer, putting the customer s experience first Evolving towards a service-oriented approach in order to build quickly and interactively, targeting a ready-to-use flexibility Easy way to approach and deliver (time to market), improving continuously to drive and support companies processes and CRM changes, finding out quick and effective answers Market/process tailoring Businesspeople as drivers of change Structured and unstructured data combination The New CRM Era Source: Gartner, Customer Surveys ROI Risk On Premise 27 month Breakeven Time Go Live ~ 12 Months ROI Risk On Demand 6 month Breakeven Value to Customer Time Time Go Live ~ 6 Weeks

9 CRM as a Service: the Answer Our aim is to give an appropriate answer to CRM evolution needs through services based on the new SAAS paradigm CRM organizations stay focused on business objectives, while we support them in identifying and building processes and tailored solutions to be applied as a SERVICE SAAS (Software as a Service) for CRM key advantages: Low cost of entry and lower total cost of ownership (TCO) reduced capital outlay Much lower risk faster implementation and outsourced expertise dramatically lower the risks involved A more powerful and secure IT infrastructure

10 Proposition How? SAAS Paradigm Why? Rapid Market Evolution Adoption and TCO

11 Proposition We provide CRM Solutions and Data Services based on the SAASparadigm Consulting activities are the enablers and drivers of innovative services in line with business needs and expectations

12 What Consulting Approach An appropriate definition of CRM enables an efficient, effective and caring relationship with customers to increase sales 4cust Reply s consultants cooperate with customers to define and apply the proper strategy, methodology and technology to reach goals

13 What CRM Solution Approach Advice Plan next phases SAAS Drive Design Develop & Test Deploy Identify Constraints & Alternatives

14 What Data Services Approach REPLY CHALLENGE Blogs Forums Social Networks Institutional association Market analysts Real-time monitoring Semantic analysis Customer sentiment Competitor analysis New information Market Research Business Decision Business Knowledge Data Gathering Public sources Specialized sources Analysis External data Internal data Business contextualization Presentation Internal & External results Synthesis of main topics

15 How 4Cust Reply Partnership and Competence Skills Refine Discovery Marketing Sales CRM On Demand CRM Support Expertise Use Design Practice Strong partnership and collaboration to ensure the best service to our customers Many certified professionals in the technical and business areas Agile Project Methodology based on the Cloud Approach

16 Thanks

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