CRM Overview TCMOUG April 11, 2000
|
|
- Blaze Ralph Bailey
- 8 years ago
- Views:
Transcription
1 CRM Overview TCMOUG April 11, 2000 Redefining Customer Service: Turning Relationships to Revenue
2 CRM Overview Business Problems What is CRM? What Does Oracle Offer? How Do I Get Started? Questions
3 Do you have these problems? Call Center and Customer Service: Difficulty finding customer account info No history of previous issues with customer Duplicate customer records Inability to access info salesperson has communicated to customer (quotes, product lit, etc.) Transferring too many calls to other departments Dropping calls, long queues Inability to resolve customer issues in ONE call Lack of knowledge about customer s previous purchases or installed base Inability to find past resolution of like problems
4 Do you have these problems? Sales and Marketing: Low response to Direct Mail Campaigns Multiple Customer Databases No Real Time Communication Between Sales and Customer Service Service calls not used as sales opportunities Timely Reporting to Manage Business
5 What Drives Customers Away? Call Center Example 45% 5% Poor Service Other 15% Better Product Lack of Attention Cheaper Product 15% 20% Causes: Poor service Lack of attention Little or no customer knowledge Key Indicators: 1. Length of call 2. Time in queue 3. Multiple calls for same problem Source: The Call Center Newsletter 6/29/98
6 Customer Service Evolution CUSTOMER CARE: Strategy Hot Spots Customer Satisfaction CUSTOMER SERVICE: Cost Center Fix Problems Extend Shop Floor Accounted as a Cost CUSTOMER SERVICE: Profit Center A Separate Business Revenue Generation P&L Statement Services; Big Money Focus On Efficiency Growth Business Strategy Customer Behavior Identify New Needs New Offerings Focus on Customer Penetration Relationship Management 1960 to to and Beyond
7 CRM Overview Key Business Problems What is CRM? What Does Oracle Offer How Do I Get Started Questions
8 CRM Defined Customer Relationship Management Customer centric business philosophy enabled by a component architecture and focused use of business intelligence capabilities. Process for acquisition, deployment, and integration of knowledge about customers for companies to sell more of their services or products.
9 CRM Defined Customer Relationship Management A focus on differentiating customers, and then selling and servicing them in a distinctive fashion. - Meta Group, 1999.
10 CRM Business Areas Marketing Sales Service Campaign Management Tele Marketing Promotions Mailings Contact Management Field Sales Devices Forecasting Compensation Call Center Service Dispatch Tele Sales Order Fulfillment
11 CRM Cycle Sell Over the Web On the Phone Face to Face Sales Marketing Prospect Get a Lead Service Support Customers In same way you sell
12 Growing at 50% Annually CRM Market (Projected)
13 The Top 7 CRM Vendors
14 Marketing - Oracle - Valex - Epiphany - Rubric - Paragen - Prime Response Sales - Oracle - Siebel - Onyx - Vantive - Trilogy CRM Market By Business Area Service - Oracle - Vantive - Clarify - Astea - Siebel - RTS Software - Square - Baan/Aurum Billers - Keenan - Saville - LHS - CBIS - ADOCs ERP Vendors -Oracle - PeopleSoft -J.D. Edwards - Baan/Aurum CTI - Oracle - Genesys - Dialogics - Melita / Davox - ACD vendors - IBM - Lucent - Graham Tech. Configuration - Oracle - Trilogy - Calico - Siebel - Baan/Aurum ecommerce - Broadvision - OpenMarket - IBM - Netscape - Intershoppe - Microsoft Self-service - Oracle - egain - Kana - Brightware
15 Think about this... The logic behind CRM: Empowered Customers are Happy Customers and Happy Customers are Repeat Customers. A recent Gartner Group study found: By 2004, selling organizations that increase customer retention by 1% will see up to an 8% increase in enterprise profitability.
16 CRM Goals Marketing Effectiveness 1:1 Marketing Industry and customer focused campaigns Treating different customers differently Build better products and services based on customer feedback and history MINIMIZE Complexity of Technology Make it easier to do business with you Create multiple ways to transact with your company
17 CRM Benefits Sell More Increase Profit Reduce Costs Keep Customers Reduce Cost of Obtaining New Customers Maximizing Knowledge of Customers
18 CRM Overview Key Business Problems What is CRM? What Does Oracle Offer How Do I Get Started Questions
19 Call Center/Interaction Center Telephony Manager IVR Integrator Campaign Plus Scripting Open Tel Fulfillment Order Capture Insight Center Sales Sales Online Tele Sales Palm/Mobile Devices Sales Compensation Marketing Marketing imarketing Order Management Order Management Service Customer Care Support Contracts Field Service Mobile Field Service Spares Management Scheduler Depot Repair Collections Oracle CRM 11i Business Intelligence Marketing Intelligence Sales Intelligence Call Center Intelligence Customer Intelligence Integration SAP R3 Legacy Gateways for CC Portals & e-commerce istore isupport ibill & Pay ipayment icenter
20 Why invest in Oracle CRM? CRM is Oracle s key focus Differentiators Front Office/Back Office Integration Breadth of CRM Offering Unified Customer Channels, Customer Intelligence and 1:1 Relationships Demonstrated growth
21 CRM Overview Key Business Problems What is CRM? What Does Oracle Offer How Do I Get Started Questions
22 Critical Success Factors Lack of Executive Sponsorship Conceptual Model Budget Requirements Gathering Data Mapping Product Selection User Buy in and Testing Roll-Out and User Resistance CRM Implementation
23 How Do I Get Started? CRM Assessment Define the need within your organization CRM Package Selection Identify the right tools for you Implementation Find the right partner to assist you to ensure success Follow a proven methodology Continual Improvement Constantly look to improve
24 Orion s Capabilities Project Management CRM Assessment \ Selection Business Expertise CRM Implementation \ Configuration Technical CRM Development \ Integration
25 Orion s CRM Expertise Marketing Sales Service Call Center Proven Methodologies
26 Orion CRM Offerings Project Management Business Opportunity Assessment Database Administration and Tuning Business Process Improvement Software Evaluation Implementation and Integration Software Package Customization and Extension Software Package Upgrades Testing and Quality Assurance Training
27 CRM Overview Key Business Problems What is CRM? What Does Oracle Offer How Do I Get Started Questions
28 QUESTIONS?? For more information contact: Mary Cheasick Mary Wagner Christine Henseler Trebor Stanton
29
CRM: Report From the Front Lines
CRM: Report From the Front Lines Mark Adam Jim Toth Orion Consulting CRM Definition and Overview CRM at ShopNBC Foundation Modules Teleservice Telephony Email Center CRM Lessons Learned Telephony Telephony
More informationCustomer Relationship Management (CRM) Rob Lepanto, AppCentric
Customer Relationship Management (CRM) Rob Lepanto, AppCentric About the Presenter Rob Lepanto has been working with the Oracle Apps for over 10 years, with a focus on customer-facing applications. Rob
More informationOracle Business Intelligence Applications: Complete Solutions for Rapid BI Success
1 Oracle Business Intelligence Applications: Complete Solutions for Rapid BI Success Lara Chedid Associate Project Manager Youssef Halawi Sales Consulting Manager Safe Harbor Statement
More informationfor the Communications Industry
Compaq Services Always Thinking Ahead Integrated Call Center Solutions for the Communications Industry Better answers Transform your vision into reality Maximize every customer interaction Use all the
More informationCRM ERP Integration Fact or Fiction. August 23, 2001 Presented by Jeff Carr Ultra Corporation
CRM ERP Integration Fact or Fiction August 23, 2001 Presented by Jeff Carr Ultra Corporation Agenda CRM-ERP Integration: Fact or Fiction? History of CRM/ERP Integration CRM/ERP Definition CRM-ERP Integration
More informationOPTIMIZE SALES, SERVICE AND SATISFACTION WITH ORACLE DEALER MANAGEMENT
OPTIMIZE SALES, SERVICE AND SATISFACTION WITH ORACLE DEALER MANAGEMENT KEY FEATURES Manage leads, configure vehicles, prepare quotes, submit invoice and process orders Capture customer, vehicle and service
More informationSIEBEL HEALTHCARE SOLUTIONS
SIEBEL HEALTHCARE SOLUTIONS Oracle s Siebel Healthcare offers rich relationship management solutions designed specifically for health insurance, employee benefits, and care delivery organizations. It enables
More informationBlue Martini CRM Service Solutions
Rochelle Shaw, Kathleen Taggart Product Report 23 September 2003 Blue Martini CRM Service Solutions Summary Blue Martini Service modules include Contact Center, Self-Service Portal, Guided Service, Business
More informationDriving Insurance Profitable Growth Using CRM On Demand. Oracle Capital Markets Solutions Footprint
Driving Insurance Profitable Growth Using CRM On Demand Oracle Capital Markets Solutions Footprint Safe Harbor Statement The following is intended to outline our general product direction. It is intended
More informationSIEBEL ECUSTOMER. Siebel ecustomer Self-Service Application
SIEBEL ECUSTOMER Oracle s Siebel Customer Relationship Management (CRM) applications enable organizations to sell to, market to, and serve their customers more effectively across multiple channels in any
More informationDelivering the right contact center solution for your business
Delivering the right contact center solution for your business G ENESYS AN ALCATEL LUCENT COMPANY ACCESS GROUP About Access Access Group is a name that is synonymous with great service offerings. Be it
More informationTHE DECISION MAKING ABOUT THE SELECTION OF CRM INFORMATION SYSTEM
Journal of Information, Control and Management Systems, Vol. 6, (2008), No. 1 85 THE DECISION MAKING ABOUT THE SELECTION OF CRM INFORMATION SYSTEM Viliam LENDEL University of Žilina, Faculty of Management
More information10 ACD/CRM Questions Answered. Table of Contents
10 ACD/CRM Questions Answered Table of Contents INTRODUCTION 1 1) What are the basics? 1 2) We already have integrated our ACD with a CRM...Haven t we? 1 3) What Can I Expect for CRM Availability Beyond
More informationUS ONSHORING OFFERS SUPERIOR EFFECTIVENESS OVER OFFSHORE FOR CRM IMPLEMENTATIONS
US ONSHORING OFFERS SUPERIOR EFFECTIVENESS OVER OFFSHORE FOR CRM IMPLEMENTATIONS Whitepaper Eagle Creek Software Services March 2015 Introduction CRM services are shifting from a focus on point solution
More informationCustomer Relationship Management (CRM)
Customer Relationship Management (CRM) Dr A. Albadvi Asst. Prof. Of IT Tarbiat Modarres University Information Technology Engineering Dept. Affiliate of Sharif University of Technology School of Management
More informationORACLE TELESALES ORACLE DATA SHEET KEY FEATURES
ORACLE TELESALES KEY FEATURES Maintain customer and contact information View of business activities across operating units Lead and opportunity management Quote and order management Forecast management
More informationE Commerce Implementation Process
Atlanta OAUG E Commerce Implementation Process Chiranjib Chatterje Manager Practice cchatterje@kpmg.com Agenda The shift in Applications Market What is CRM E Commerce - the Solution Implementing E Commerce
More informationAdvanced Multichannel Order Management Solutions That Optimize Sales Performance
Advanced Multichannel Order Management Solutions That Optimize Sales Performance Analytics that help you make accurate, informed decisions Scalable and Vendor-Neutral; work with any service provider Over
More informationIntelligent Contact Management with. Flexible cloud services from VoltDelta. Contact centre Self service Customer insight
R Intelligent Contact Management with Flexible cloud services from VoltDelta >> >> >> Contact centre Self service Customer insight Contact centre out of the cloud Intelligently manage every contact channel
More informationwhitepaper critical software characteristics
australia +613 983 50 000 brazil +55 11 3040 4700 canada +1 416 363 7844 cyprus +357 5 845 200 france +331 5660 5430 germany +49 2 131 3480 ireland +353 1 402 9439 israel +972 3 754 6222 italy +39 06 5455
More informationAn Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking
An Oracle White Paper October 2010 Siebel Financial Services Customer Relationship Management for Banking Executive Overview Banks are in constant interaction with customers. A winning and proven strategy
More informationCustomer Relationship Management Prof. Dr. Hasso Plattner SAP AG
Customer Relationship Management Prof. Dr. Hasso Plattner SAP AG SAP AG 1999 Wirtschaftsinformatik 99, Feb. 99 (Hasso Plattner) /1 From Reducing Costs to Generating Value Relationship Centric Customer
More informationUniversity of Central Florida Class Specification Administrative and Professional. Director Systems and Operations
Director Systems and Operations Job Code: 2519 Report to the university Chief Technology Officer. Serve as the top technical administrator for enterprise systems and operations. Direct the functional areas
More informationSIEBEL CONTACT CENTER AND SERVICE APPLICATIONS
SIEBEL CONTACT CENTER AND SERVICE APPLICATIONS Deliver a great customer experience that sets you apart, improves efficiency and drives profitability with Oracle s Siebel Contact Center and Service applications.
More informationCUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES
CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES Chapter 1: Introduction to CRM Selected definitions of CRM 1 CRM is an information industry term for methodologies, software, and usually Internet
More informationCase Study: The Hong Kong and China Gas Co. Ltd. (Towngas) Optimizes Customer Care and Field Service Operations by Leveraging CRM Technology
Case Study: The Hong Kong and China Gas Co. Ltd. (Towngas) Optimizes Customer Care and Field Service Operations by Leveraging CRM Technology Tony Yeung Head of Information Technology, Towngas Eric Thierry
More informationIBM Global Business Services Microsoft Dynamics CRM solutions from IBM
IBM Global Business Services Microsoft Dynamics CRM solutions from IBM Power your productivity 2 Microsoft Dynamics CRM solutions from IBM Highlights Win more deals by spending more time on selling and
More informationOracle Field Service. Adding to the CRM Building Blocks. At the Crossroads of Business & Technology
Oracle Field Service Adding to the CRM Building Blocks Agenda Review E-Business Suite Footprint Review Foundation, Teleservice, Sales Online Introduce Field Service Dependencies Process Flow fit with strategy
More informationEric.kavanagh@bloorgroup.com. Twitter Tag: #briefr 8/14/12
Eric.kavanagh@bloorgroup.com Twitter Tag: #briefr 8/14/12 ! Reveal the essential characteristics of enterprise software, good and bad! Provide a forum for detailed analysis of today s innovative technologies!
More informationIntroduction to Customer Relationship Management (CRM) Systems
Introduction to Customer Relationship Management (CRM) Systems CRM systems give organisations the technology and business processes to easily identify, acquire and retain profitable clients. CRM applications
More informationERP Response to E-Business Challenges. Peoplesoft Case
50 ERP Response to E-Business Challenges. Peoplesoft Case Senior lect. Doina FOTACHE, PhD., Senior lect. Luminita FÎNARU, PhD. Department of Informatics, Al. I Cuza University, Iasi ERP is becoming the
More informationCHAPTER 12 CUSTOMER RELATIONSHIP MANAGEMENT
CHAPTER 12 CUSTOMER RELATIONSHIP MANAGEMENT 1 Learning Objectives Understand the customer relationship process. Know the evolution, current status, and categories of the customer relationship management
More informationThe Evolving Role of Process Automation and the Customer Service Experience
The Evolving Role of Process Automation and the Customer Service Experience Kyle Lyons Managing Director Ponvia Technology Gina Clarkin Product Manager Interactive Intelligence Table of Contents Executive
More informationPartner Relationship Management: 2003 Magic Quadrant
Markets, R. DeSisto, C. Marcus Research Note 11 February 2003 Partner Relationship Management: 2003 Magic Quadrant In the latest Gartner PRM Magic Quadrant, Siebel remains the sole PRM leader. Allegis,
More informationOverview and Frequently Asked Questions
Overview and Frequently Asked Questions OVERVIEW Oracle is pleased to announce that we have completed our acquisition of Siebel Systems and we are now operating as one. As the leader in customer relationship
More information10 Questions to Ask Your On-Demand Contact Center Provider. An Oracle White Paper September 2006
10 Questions to Ask Your On-Demand Contact Center Provider An Oracle White Paper September 2006 10 Questions to Ask Your On-Demand Contact Center Provider EXECUTIVE OVERVIEW Building and maintaining a
More informationDeliver a Better Digital Customer Experience Through Sonata s Digital Engagement Solutions
Deliver a Better Digital Customer Experience Through Sonata s Digital Engagement Solutions The World is Going Digital The incredible growth of the internet, the proliferation of mobile devices and the
More informationOracle and Telephony@Work
Oracle and Telephony@Work Acquisition Announcement Customer and Partner Presentation June 13, 2006 Expands Oracle On Demand with Leading IP-based Contact Center Solution THIS DOCUMENT IS FOR INFORMATIONAL
More informationOracle Business Intelligence Applications Overview. An Oracle White Paper March 2007
Oracle Business Intelligence Applications Overview An Oracle White Paper March 2007 Note: The following is intended to outline our general product direction. It is intended for information purposes only,
More informationJD Edwards EnterpriseOne CRM Case Management
JD Edwards EnterpriseOne CRM Case Common Customer Relationship Challenges CHALLENGES CAPABILITIES VALUE Unable to provide 24x7 customer service Lack of customer information impedes exceptional customer
More informationCustomer Relationship Management
IBM Global Business Services CRM Customer Relationship Management Solutions from IBM Global Business Services Do you really know your customers? How do they like to interact with you? How do they use your
More informationHow To Understand The Role Of A Crom System
May 2012 The promise of CRM Type the words Promise of CRM into Google and you ll find that industry experts have been bemoaning CRM s failure to deliver on its promises for more than a decade. And yet,
More informationPerfect Customer Relationship Management (CRM) System
Al-Andalus Software Development & Technology Co. Perfect Customer Relationship Management (CRM) System Product Overview Overview Perfect Customer Relationship Management (CRM) System empowers your sales,
More informationIP Contact Center: Realize the Full Business Potential of IP Contact Centers
IP Contact Center: Realize the Full Business Potential of IP Contact Centers WHITEPAPER The joint solution from Cisco and IBM provides people, processes, and technology needed to maximize the return on
More informationOracle CPQ Cloud Product Overview. Sergio Martini CX/CRM Master Principal Sales Consultant CX Organization June 11, 2014
Oracle CPQ Cloud Product Overview Sergio Martini CX/CRM Master Principal Sales Consultant CX Organization June 11, 2014 Copyright 2014 Oracle and/or its affiliates. All rights reserved. Oracle Confidential
More informationHROUG. The future of Business Intelligence & Enterprise Performance Management. Rovinj October 18, 2007
HROUG Rovinj October 18, 2007 The future of Business Intelligence & Enterprise Performance Management Alexander Meixner Sales Executive, BI/EPM, South East Europe Oracle s Product
More informationCRM: Taking One-to-One Marketing to the Next Level An Executive White Paper
CRM: Taking One-to-One Marketing to the Next Level An Executive White Paper Coravue, Inc. 7742 Redlands St., #3041 Los Angeles, CA 90293 USA (310) 305-1525 www.coravue.com Table of Contents Introduction...1
More information9. 3 CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS
Chapter 9 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications 349 FIGURE 9-5 THE FUTURE INTERNET-DRIVEN SUPPLY CHAIN The future Internet-driven supply chain operates like a
More informationMaster Your Data and Your Business Using Informatica MDM. Ravi Shankar Sr. Director, MDM Product Marketing
Master Your and Your Business Using Informatica MDM Ravi Shankar Sr. Director, MDM Product Marketing 1 Driven Enterprise Timely Trusted Relevant 2 Agenda Critical Business Imperatives Addressed by MDM
More informationHow To Use Microsoft Dynamics Crm For Customer Service
Customer Service with Microsoft Dynamics CRM Improve customer satisfaction and service effectiveness with Microsoft Dynamics CRM for Customer Service Deliver customer information, case management, service
More informationOracle CRM 2003 State of the Applications How to make the most out of your Oracle investment
Oracle CRM 2003 State of the Applications How to make the most out of your Oracle investment www.ssiworldwide.com Agenda CRM defined Value CRM can bring to an organization The 11.5.8 e-business Suite CRM
More informationA Brilliant Black Friday
A Brilliant Black Friday How Your Call Center Can Yield Record High Sales in Three Steps There is no greater test of the convergence of consumers and technology than Black Friday, which marks the start
More informationDeliver a Superior Customer Experience. a social one.
Social CRM Technology perspective on Business.. or the other way around? Daniel Burian CRM Presales Manager, Central Europe Deliver a Superior Customer Experience. a social one. As
More informationEvolutyz Corp. is a future proof evolution of endless opportunities with a fresh mind set in Technology Consulting and Professional Services.
Evolutyz Corp. is a future proof evolution of endless opportunities with a fresh mind set in Technology Consulting and Professional Services. Who we are? In order to remain competitive, enterprises today
More informationMitel Professional Services Catalog for Contact Center JULY 2015 SWEDEN, DENMARK, FINLAND AND BALTICS RELEASE 1.0
Mitel Professional Services Catalog for Contact Center JULY 2015 SWEDEN, DENMARK, FINLAND AND BALTICS RELEASE 1.0 Contents MITEL PROFESSIONAL SERVICES DELIVERY METHODOLOGY... 2 CUSTOMER NEEDS... 2 ENGAGING
More informationGlobal CRM, Interactive CRM, and Mobile CRM Initiatives and Forecasts
Brochure More information from http://www.researchandmarkets.com/reports/363931/ Global CRM, Interactive CRM, and Mobile CRM Initiatives and Forecasts Description: Utilizing CRM Solutions Offer Businesses
More informationwww.pwc.com Next presentation starting soon Next Gen Customer Experience Enabled by PwC & Oracle s Cloud CRM & CX Applications
www.pwc.com Next presentation starting soon Next Gen Customer Experience Enabled by & Oracle s Cloud CRM & CX Applications Agenda Introductions & Customer Experience / CX Defined Why CX is Critical Today?
More informationThe Art of CRM. A white paper by cloudfortyseven Limited. Author: Michael Fleming DipM ACIM
The Art of CRM A white paper by cloudfortyseven Limited Author: Michael Fleming DipM ACIM Copyright 2010 by cloudfortyseven Limited all the text, graphics, design, and other works are the copyrighted works
More information8/25/2008. Chapter Objectives PART 3. Concepts in Enterprise Resource Planning 2 nd Edition
Concepts in Enterprise Resource Planning 2 nd Edition Chapter 2 The Development of Enterprise Resource Planning Systems Chapter Objectives Identify the factors that led to the development of Enterprise
More informationTOP 5 CRM SOFTWARE SUPPLIERS GUIDE 2012
TOP 5 CRM SOFTWARE SUPPLIERS GUIDE 2012 1. CLICKHQ BY CLICK INNOVATION CLOUD BASED CRM SOFTWARE FOR SMALL BUSINESS Overview Designed, developed and supported in the UK by people who have built and run
More informationChapter 5: Customer Relationship Management. Introduction
Chapter 5: Customer Relationship Management Introduction Customer Relationship Management involves managing all aspects of a customer s relationship with an organization to increase customer loyalty and
More informationORACLE SELF INSURANCE
ORACLE SELF INSURANCE KEY FEATURES: Online Quotes Personal Offers Order Policies View, Print & Download Invoices & Statements View & Print Policy Documents Download Policy Terms & Conditions View & Print
More informationThe Three Waves of Customer Care
White Paper The Three Waves of Customer Care What You Will Learn This white paper, intended for business decision makers, describes the three major waves of innovation experienced in the customer care
More informationService Lifecycle Management Solutions
Service Lifecycle Management Solutions Complete Visibility & Control of Your Service Supply Chain The service landscape is shifting. Customer demands continue to increase. It is no longer enough to just
More informationEnhance Your. Business Relationships. SageCRM. with. www.sagesoftware.co.in
Enhance Your Business Relationships with SageCRM www.sagesoftware.co.in Accelerate Your Performance with True 360 Business Visibility Imagine: Your top sales professional calls your best customer to sell
More informationLecture-2-The Strategic Role of Information Systems
Lecture-2-The Strategic Role of Information Systems Thepul Ginige 1 LEARNING OBJECTIVES Analyze roles of 6 types of information systems Describe types of information systems Analyze relationships between
More informationTransforming Utility & Energy Sector with Dynamic CRM
Transforming Utility & Energy Sector with Dynamic CRM INDUSTRY OVERVIEW The changing global energy market and regulatory environment have focused a harsh spotlight on operational risks, health, safety,
More informationTrusted Client Intelligence with CRM & Dun & Bradstreet
Trusted Client Intelligence with CRM & Dun & Bradstreet Bret Rhodus, MBA, MCP, PMP BKD, LLP CRM Practice Leader Karlos Palmer Dun & Bradstreet DAAS Integrations Client Relationship Management More Personalized
More informationOracle Telesales. Comprehensive Customer Management. View of Business Activities Across Operating Units
Oracle Telesales Oracle Telesales is an inside sales application, optimally designed for contact center professionals, whether they are inbound or outbound telesales agents. Oracle Telesales provides a
More informationRTM CONSULTING CANDIDATE RESUME
1 PROFESSIONAL SUMMARY Innovative, results oriented project manager / senior manager with over fifteen years of experience and a passion for building relationships and exceeding client and management expectations.
More informationCapture Value from Unified Communications
Capture Value from Unified Communications Table of Contents Executive Summary... 1 Section 1: Effective Change... 1 Section 2: Professional Services... 3 Section 3: The Avaya Professional Services Option...
More informationUnified Communications Solution for Retail Industry
March 2014, HAPPIEST MINDS TECHNOLOGIES Unified Communications Solution for Retail Industry Author Sindhu Selvaraj SHARING. MINDFUL. INTEGRITY. LEARNING. EXCELLENCE. SOCIAL RESPONSIBILITY. Copyright Information
More informationArmanino McKenna LLP Welcomes You To Today s Webinar: Unify Your Sales and Finance Teams to Increase Productivity and Increase Customer Satisfaction
Armanino McKenna LLP Welcomes You To Today s Webinar: Unify Your Sales and Finance Teams to Increase Productivity and Increase Customer Satisfaction The presentation will begin in a few moments About the
More informationJD Edwards EnterpriseOne CRM Foundation
JD Edwards EnterpriseOne CRM Foundation Common Customer Relationship Challenges CHALLENGES CAPABILITIES VALUE Unable to provide 24x7 customer service Lack of customer information impedes exceptional customer
More informationHelping electronics and high-tech companies improve business performance through better service management and support
Helping electronics and high-tech companies improve business performance through better service management and support Accenture and Oracle Corporation help electronics and high-tech companies improve
More informationBringing Smiles THE CHALLENGE
CASE STUDY Bringing Smiles With the number of customers rapidly increasing, the service capability of the existing infrastructure at this Call Center was not efficient and needed upgrade. Customers were
More informationContact Center Trends and Future
Contact Center Trends and Future The Dynamic Contact Center Keith Pearce & Tamal Islam Consistent experience Internet integration Limit hold times Customer Experience New channels web, chat, SMS Differentiated
More informationWHITE PAPER. Build or Buy. Assessing the Gaps, Risks & Opportunites
Build or Buy Assessing the Gaps, Risks & Opportunites Introduction Companies today face a significant challenge in growing sales and squeezing out more margin across multiple sales and distribution channels,
More informationWhite Paper. CRM Defining the Value of Customer Loyalty
White Paper CRM Defining the Value of Customer Loyalty CRM Defining The Value of Loyal Customers Written By: Barton Scott Introduction Before we begin our discussion ask yourself this question: What does
More informationSecond CRM CRM Solution for Small Companies
Second CRM CRM Solution for Small Companies Technologize Your Business TM Introductory Presentation June 2010 Agenda Second CRM On Demand CRM Solution Introduction Second CRM Features Pricing, Implementation
More informationSAP CUSTOMER RELATIONSHIP MANAGEMENT. Solution Overview
Solution Overview SAP CUSTOMER RELATIONSHIP MANAGEMENT CUSTOMER RELATIONSHIP MANAGEMENT AS A BUSINESS STRATEGY IS CHANGING 2 With SAP CRM, we optimized our sales resources, reduced administrative costs,
More informationTransforming the Way to Market, Sell and Service
Customer Relationship Management (CRM) Transforming the Way to Market, Sell and Service Agenda I. CRM definition and overview II. Getting started with CRM Initiatives 2 1 What is CRM? Customer Relationship
More informationMeet & Exceed Rising Customer Expectations
Infor Customer Relationship Management Meet & Exceed Rising Customer Expectations Manufacturing businesses today need a customer-centric business strategy to survive and thrive. They must increase customer
More informationManaging all your customer interactions Ambit CustomerConnect
RETAIL BANKING Customer Management Human. PRODUCT SHEET Managing all your customer interactions Ambit CustomerConnect SunGard s Ambit CustomerConnect provides banks with an integrated, centralized solution
More informationCustomer Relationship Management - a strategic approach
Sage CRM Solutions Customer Relationship Management - a strategic approach Managing interactions with prospects and customers effectively and profitably is a fundamental part of business. Success depends
More informationDriving Sales by Leveraging Analytics with Oracle Cloud. Presented by: Elizabeth Kensicki October 2, 2014
Driving Sales by Leveraging Analytics with Oracle Cloud Presented by: Elizabeth Kensicki October 2, 2014 BizTech Oracle advisory, resale, implementation, hosting, management, and support. BizTech Clients:
More informationOrganise Your Business
Organise Your Business Second CRM On Demand Customer Relationships A Functional Introduction Presentation January, 2013 Organise Your Business Second CRM On Demand Customer Relationships Designed for Small
More informationCRM. CRM approach. CRM approach. Customer Relationship Management. Definition. Customer becomes core aspect of commercial strategy The company
Customer Relationship Management CRM Definition An approach Supporting tools 2 CRM approach [Seybold 1998, 2000] Integrated and structured process to interact with customers Goal: build with customer long
More informationCustomer centric transformation for next generation customer service CUSTOMER CENTRICITY
Social Mobile Data CUSTOMER CENTRICITY Cyber security Cloud Customer centric transformation for next generation customer service Solutions and services for improving customer focus and satisfaction across
More informationContact Center Solutions
OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization, for your most valuable asset
More informationIntegrating CRM with ERP
Integrating CRM with ERP A by Benjamin Castro Copyright 2002, Baseline Consulting Group. All Rights Reserved. INTRODUCTION... 2 COMPANIES LOOKING FOR EFFICIENCY WILL TURN TO ERP VENDORS 3 COMPANIES LOOKING
More informationAlcatel-Lucent OmniGenesys Contact Center Transforming your business with a new generation of customer service
Alcatel-Lucent OmniGenesys Contact Center Transforming your business with a new generation of customer service Software and hardware are only valuable because they work as a system * *Carl Shapiro, Harvard
More informationHow To Make Customer Management A Successful Business
Making Customer Management SaaS Solutions Mobile ---------------------- A brief history of CRM -------------------------- A glimpse of the future The Beginnings of Computer based Customer Relationship
More informationWebSphere Cast Iron Cloud integration
Cast Iron Cloud integration Integrate in days Highlights Speeds up time to implementation for Cloud and on premise integration projects with configuration, not coding approach Offers cost savings with
More informationMC311 Constituent Contact Center
MC311 Constituent Contact Center Montgomery County, Maryland A CASE STUDY Montgomery County, MD Montgomery County is located in the U.S. state of Maryland, just north of Washington, D.C. The county boasts
More informationManagement Alert: Microsoft Will Be a Strong Force in the CRM Market
IGG-02052003-01 E. Thompson, J. Outlaw Article 5 February 2003 Management Alert: Microsoft Will Be a Strong Force in the CRM Market Microsoft is poised to have a major impact on the customer relationship
More informationOpen Source. Case Study: Online Video Interview Solution for a Recruitment Agency
1 Open Source Case Study: Online Video Interview Solution for a Recruitment Agency Problem Statement One of the recruitment agencies based in US required an online portal to arrange online live interviews
More informationUsing a Multichannel Strategy to Deliver an Exceptional Customer Experience
Using a Multichannel Strategy to Deliver an Exceptional Customer Experience 10 things to consider when building a multichannel strategy to improve the customer experience Jesús Hoyos CRM industry analyst,
More informationHealthcare Payer Solutions. Presenter s Name: Presenter s Title:
Healthcare Payer Solutions Presenter s Name: Presenter s Title: Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and
More information