CRM Process Performance Intelligence

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1 CRM Process Performance Intelligence Intelligent Processes of Customer Relationship Management (CRM) Rainer Wendt, at IHK Aachen, masventa Business GmbH Von-Blanckart-Str Alsdorf Germany Tel Fax

2 Agenda Brief Introduction Process Performance Intelligence for CRM Practical Realization Project Management for CRM and PPI Business Analysis for CRM and PPI Analyst vs. Manager Conclusion Portfolio Contact Page 2

3 Brief Introduction masventa Business GmbH Founded in March 2007 by certified Engineer Rainer Wendt, PMP, CBAP 10 employees, company domiciled in Alsdorf, near Aachen, Germany Strong expertise in areas of business and technology; experience from working in concerns and mediumsized businesses Project Management Successful management of project by applying Best Practises Business Analysis Requirements engineering and communication between business and IT Customer Relationship Management Customer orientation and relationship management SoftASA Business Solutions Microsoft Standard Solutions always available and well-priced Page 3

4 What Satisfies Your Customer the best offer! fast and wellworking processes business intelligence process performance CRM Process Performance Intelligence Page4

5 Process Performance Intelligence What processes related to customers are most important? What processes are to be analysed? How do these processes work? What is the cost of these processes? How are these processes recorded and visualized? Definition of fixed numbers Revenue per VB Total revenue per customer Move of customers etc Finding out IS-values Definition of SHOULD-values Alarms and notifications Limits and allowances Detailed business analysis of processes affected Requirements management Producing concept with verification of business Business case Start of project and definition of objectives Planning Realization Measuring/Validation End of project Image: 2011 masventa Page 5

6 Technical Realization of PPI 1. Understanding Customers and the Related Processes Image: 2007 masventa Page 6

7 Technical Realization of PPI 2. Bringing in Fixed Values (KPIs) Determine some fixed values Determine secure sources for values Collect data with CRMsoftware Store in DWH Visualize fixed values and communicate (reports) Ensure broad acceptance and support Bild: Dashboard Beispiel aus Microsoft Dynamics CRM 2011 Page 7

8 Integration Integration Technical Realization of PPI 3. Plan and Realize Project Consulting Business Analysis what is to be done? Understand and verify requirements, sketch concepts Calculate business case, support investment Validate realization Project Management how will it improve? Name project sponsor and project leader Produce project order Consulting Projektmanagement Plan project Realize and overview project Finish project Strategy Analysis Concept Feasibility Image: masventa Decision for Investment Choice of System Integration Trainings and Rollout Stages of project Page 8

9 Process Performance Intelligence What processes related to customers are most important? What processes are to be analysed? How do these processes work? What is the cost of these processes? How are these processes recorded and visualized? Definition of fixed numbers Revenue per VB Total revenue per customer Move of customers etc Finding out IS-values Definition of SHOULD-values Alarms and notifications Limits and allowances Detailed business analysis of processes affected Requirements management Producing concept with verification of business Business case Start of project and definition of objectives Planning Realization Measuring/Validation End of project Image: 2011 masventa Page 9

10 Project Management for CRM and PPI Lasting orientation towards the customer with efficient staff and processes is mainly accomplished with professional projects Therefore, managing a project can become as important as managing the company Management of important projects must be given to executives with appropriate training and experience Project management is neither an IT discipline nor a business discipline, but a managerial task Page 10

11 Business Analysis for CRM and PPI Professional business analysis is required for an effective and wellsupported business or IT solution Specific techniques for complete requirements analysis for each situation Business analysts must understand the business and its needs Calculated business case: will the plan bring the wanted advantages? Business analysis integrated in the project for solutions on time, budget & quality Page 11

12 Analyst vs. Manager A business analyst understands the business searches for requirements creates concepts and improvements calculates business cases presents and explains plans for solutions A project manager leads the team is the contact for the project sponsor manages orders within the project takes responsibility for time, budget, and quality Page 12

13 Conclusion Professionally planned improvement of CRM processes leads to More Business! Focused business intelligence for fewer KPIs allows accurate visualisation Measurable and lasting improvement and institutional BI can only be accomplished with projects! The most important features for success are management, relevance, and support, humane features! Page13

14 Basic masventa Portfolio Business- & IT-Consulting and Services Project management based on PMI Business analysis based on IIBA Customer relationship management, CRM, XRM Business process optimisation Business intelligence Change management and integration Coaching and training SoftASA business software powered by Microsoft Hosting, cloud, and data services in Germany IT service management based on ITIL Page 14

15 Your Contacts masventa Business GmbH Tel +49 (0) Fax +49 (0) von-blanckart-str Alsdorf Germany Cert. Engineer Sabine Ostlender Administration & Human Resources +49 (171) Cert. Engineer Rainer Wendt Managing Director +49 (175) Page15

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