Vključitev komponente ekonomskih kazalnikov

Size: px
Start display at page:

Download "Vključitev komponente ekonomskih kazalnikov"

Transcription

1 Vključitev komponente ekonomskih kazalnikov pri investiranju v CRM poslovne rešitve Uroš Beočanin SAP Slovenija DSI,

2 Agenda Why to invest in CRM in the Time of Economic Downturn? CRM ROI Case Studies How can SAP help in Proving CRM Benefits SAP 2010 / Page 2

3 Smart Corporations Adopt Best Practices To Reduce Impacts Of Current Economic Downturn The general who wins a battle makes many calculations in his temple before the battle is fought. The general who loses a battle makes but few calculations beforehand Sun Tzu, the Art of War Manage Cash Run Lean Operations Cash Costs Protect t and Nurture Brand Brand Lower COGS Lower SG&A Lower Inventory Lower DSO Lower Working Capital Higher Cash Flows Higher Margins Higher CAPEX Returns Lower Risks Compliance Customers Drive Superior Compliance People Improve Workforce Alignment Enhance Customer Focus SAP 2010 / Page 3

4 SAP Solutions in the CRM Area Deliver Numerous Business and Financial Benefits IT Strategy SAP Solutions Business Impact Benefits Financial Benefits CRM Sales/Service Differentiated sales and service process Increased customer loyalty Sales revenue increase Lower customer service cost CRM Marketing Targeted marketing campaigns Increased efficiency in campaign preparation and execution Sales revenue increase Measured ROI on marketing spend improved ROI IP-based Contact Increased service effectiveness and efficiency Lower TCO for contact center operations Center Increased customer retention and loyalty CRM Sales Force Automation Maximized Sales efficiency: Increased visibility and tracking of sales performance Improved sales force satisfaction, lower attrition rates Lower sales-related costs Higher margins E-commerce on ERP Increased customer loyalty Reduced cost of sales and operations Increased profitability Higher margins Customer Analytics (BOBJ) Improved customer service due to better segmentation (by risk, size, profitability, ) Predictive modeling for better customer insight Basis for effective analytical CRM and targeted marketing campaigns Multi-channel information dissemination Lower callbacks and complaints reduced call center costs Revenue increase due to better targeting of marketing campaigns Demand Planning and Forecasting Accurate customer demand forecasts at the best level of aggregation or detail Reduced inventory level improved cash flow Reduced unused inventory write-offs SAP 2010 / Page 4

5 Top 10 business and technology priorities in 2010 Top 10 BusinessPriorities Ranking Top 10 Technology Priorities Ranking Business process improvement 1 Virtualization 1 Reducing enterprise costs 2 Cloud computing 2 Increasing the use of information/analytics 3 Web Improving enterprise workforce effectiveness 4 Networking, voice and data communications 4 Attracting and retaining new customers 5 Business Intelligence 5 Managing change initiatives 6 Mobile technologies 6 Creating new products or services (innovation) 7 Data/document management and storage 7 Targeting customers and markets more effectively 8 Service oriented applications and architecture 8 Consolidating business operations 9 Security technologies 9 Expanding current customer relationships 10 IT management 10 (source: Gartner EXP, 2010) SAP 2010 / Page 5

6 Agenda Why to invest in CRM in the time of Economic Downturn? CRM ROI Case Studies How can SAP help in Proving CRM Benefits SAP 2010 / Page 6

7 IDC ROI Study The Financial Impact of CRM Shows Average ROI 190% and Payback Period 1,25 IDC Study shows that a CRM implementation can generate a median five-year return on investment t (ROI) of 190% with an average payback period of 1,25 years Source: IDC ROI Study The Financial Impact of CRM based on based on a balanced sample of geographic location, industry, and company size and to represent various types of applications within the sample

8 SAP CRM drives ROI impact (Internal Rate of Return) ranging from 15% to 144% 24 SAP CRM ROI Reviews were conducted over a 42- month period These assessments led to the following strategic insights: 1. Customer data management goes mainstream 2. CRM adopts a more enterprise-wide presence 3. CRM matures beyond the Interaction Center 4. Change management becomes more sophisticated and essential to to ROI 5. Customer-centricity is a brand differentiator 6. CRM is an ongoing journey SAP 2010 / Page 8

9 Agenda Why to invest in CRM in the time of Economic Downturn? CRM ROI Case Studies How can SAP help in Proving CRM Benefits SAP 2010 / Page 9

10 SAP Benchmarking - Designed to get Actionable Results Strategic free of charge service by ASUG and SAP, launched end of 2004 as a forum to exchange metrics and best practices Program with more than 20 processes, 1,800+ companies who leverage the program to: Build a business case for change Compare performance to leading companies and industry peers Assess value realization, year-over year Survey content relevant for business as well as IT audiences Available Benchmarking Surveys: Corporate Services Supply Chain Customer Lifecycle Best Run IT Human Capital Management SRM/Procurement Order-to-Cash Total Cost of Ownership (TCO) Talent Management Supply Chain Planning Customer Contact Centers Enterprise Data Management Finance Transportation Management Sales Effectiveness Centers of Excellence Financial Compliance Warehouse Management Consumer Products - Trade Promotion Management Business Intelligence/ Analytics Enterprise Health Check Manufacturing CRM Strategy (Best practice survey] Under Development: Shared Services Enterprise Asset Management EH&S Compliance CRM-related Benchmarking surveys SAP 2010 / Page 10

11 Sales Effectiveness: Sample Benchmarking Report SAP 2010 / Page 11

12 Value Lifecycle Manager (VLM): SAP Business Process Evaluation Platform Sub-Industry and Business Process Level Content t for: Value Discovery (creation of the initial business case) Value Realization (ongoing measurement of value) Value Optimization (validation of benefit achieved) Project-Based Structure with Full Business Case Building Flexibility Google Effect: Continuous re-cycling and update of content based on what is achieved and gathered in the field (benchmarking download, input from transformations studies) Drilldown Capabilities and Scenario Analysis SAP 2010 / Page 12

13 ABC sample estimated benefits: 12,1M 19,9M 19,9M Annual Potential Annual Benefits: 12,1M 19,9M Potential One-time Benefits: 0,0M 0,0M Conservative Estimate Likely Scenario One-time benefit Business Intelligence Increase Customer Retention/Loyalty (Revenue Preservation) Increase Cross-Sell & Up-Sell Effectiveness Through Better Customer Insight Reduce Marketing Cost due to Improved Customer Segmentation & Data Quality Reduce Time Spent by Sales Reps Verifying & Reconciling Sales Compensation Reports Reduce Time Spent by Marketing Staff Compiling & Generating Reports Sales, Marketing & Customer Service Increase Marketing Effectiveness Improve Promotion Leverage Improve Sales Productivity 8,2M 3,4M 2,9M 1,4M 0,5M 0,1M 3,9M 1,4M, 1,9M 0,6M 13,7M 5,7M 4,8M 2,4M 0,8M 0,1M 6,2M 2,4M, 2,9M 0,9M SAP 2010 / Page 13

14 Hvala!

CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES

CUSTOMER 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 information

Oracle Business Intelligence Applications: Complete Solutions for Rapid BI Success

Oracle 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 information

SAP Benchmarking for Capital Project and Portfolio Management. Horst Hönig March 2012

SAP Benchmarking for Capital Project and Portfolio Management. Horst Hönig March 2012 SAP Benchmarking for Capital Project and Portfolio Management Horst Hönig March 2012 SAP Benchmarking for Capital Project & Portfolio Mgmt Overview SAP Benchmarking for Capital Project & Portfolio Management

More information

CUSTOMER-CENTRIC ERP: INTEGRATED SYSTEMS FOR CUSTOMER SATISFACTION

CUSTOMER-CENTRIC ERP: INTEGRATED SYSTEMS FOR CUSTOMER SATISFACTION CUSTOMER-CENTRIC ERP: INTEGRATED SYSTEMS FOR CUSTOMER SATISFACTION December, 2014 Nick Castellina, Research Director, Business Planning & Execution Omer Minkara, Research Director, Contact Center & Customer

More information

Multi-channel Marketing

Multi-channel Marketing RIGHT TIME REVENUE OPTIMIZATION How To Get Started RIGHT TIME REVENUE OPTIMIZATION How To Get Started Summary: The Short List Here s our suggested short list from this paper: Multi-channel marketing is

More information

Digital Experience Cloud. Overview

Digital Experience Cloud. Overview Digital Experience Cloud Overview Agenda Market Overview Product Overview Future Plans Digital Marketing Technology Opportunity IDC's Worldwide Marketing Technology 2014-2018 Forecast: $20 Billion and

More information

Software Industry KPIs that Matter

Software Industry KPIs that Matter Software Companies Run Better on NetSuite. Software Industry KPIs that Matter Sponsored by Improved Results from Businesses Like Yours Business Visibility 360 o Visibility & Actionable Insight Increased

More information

Accenture CAS: integrated sales platform Power at your fingertips

Accenture CAS: integrated sales platform Power at your fingertips Accenture CAS: integrated sales platform Power at your fingertips Understanding the market It is a tough market out there: margins are tightening, competition is increasing and the retail landscape is

More information

SAP CUSTOMER RELATIONSHIP MANAGEMENT. Solution Overview

SAP 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 information

Increasing Marketing ROI with Customer Analytics. 2013 IBM Corporation

Increasing Marketing ROI with Customer Analytics. 2013 IBM Corporation Increasing Marketing ROI with Customer Analytics 1 The agenda The Marketer s Evolving Role Data/Analytics Based Decisions Customer Analytics to Increase ROI ROI in Action 2 The Marketer s Evolving Role:

More information

CRM as a Service. For Customers in the Cloud

CRM as a Service. For Customers in the Cloud CRM as a Service For Customers in the Cloud 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

More information

6/10/2015. Chapter Nine Overview. Learning Outcomes. Opening Case: Twitter: A Social CRM Tool

6/10/2015. Chapter Nine Overview. Learning Outcomes. Opening Case: Twitter: A Social CRM Tool Opening Case: Twitter: A Social CRM Tool McGraw-Hill-Ryerson 2015 The McGraw-Hill Companies, All Rights Reserved Chapter Nine Overview SECTION 9.1 CRM FUNDAMENTALS Introduction Using Information to Drive

More information

THE 10 Ways that Digital Marketing + Big Data =

THE 10 Ways that Digital Marketing + Big Data = 1 Ways that Digital Marketing + Big Data = Sales Productivity The best global companies are transforming the way they market and sell. Here s how! Evolves into Digital TOP 10 about us MarketBridge is a

More information

How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0

How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 How to deliver a superior multi channel experience including the new Web Channel Experience Management 3.0 Matthias Göhler Vice President Product Management Multi Channel, SAP AG Learning Points In this

More information

The case for Centralized Customer Decisioning

The case for Centralized Customer Decisioning IBM Software Thought Leadership White Paper July 2011 The case for Centralized Customer Decisioning A white paper written by James Taylor, Decision Management Solutions. This paper was produced in part

More information

Oracle BI Application: Demonstrating the Functionality & Ease of use. Geoffrey Francis Naailah Gora

Oracle BI Application: Demonstrating the Functionality & Ease of use. Geoffrey Francis Naailah Gora Oracle BI Application: Demonstrating the Functionality & Ease of use Geoffrey Francis Naailah Gora Agenda Oracle BI & BI Apps Overview Demo: Procurement & Spend Analytics Creating a ad-hoc report Copyright

More information

The Digital Performance Benchmark. What distinguishes world class digital from the rest of the pack?

The Digital Performance Benchmark. What distinguishes world class digital from the rest of the pack? The Digital Performance Benchmark What distinguishes world class digital from the rest of the pack? Digital Performance The future is digital The digital landscape is rapidly evolving. With customers across

More information

Delivering Great Customer Experience. Řízení zákaznické zkušenosti aneb boj o zákazníka nejen na sociálních sítích 18.4.2013

Delivering Great Customer Experience. Řízení zákaznické zkušenosti aneb boj o zákazníka nejen na sociálních sítích 18.4.2013 1 Delivering Great Customer Experience Řízení zákaznické zkušenosti aneb boj o zákazníka nejen na sociálních sítích 18.4.2013 Daniel Burian CX Solution Architect 2 1 Proč vlastně? 3 Customer Advocacy In

More information

Data Quality in Retail

Data Quality in Retail SURVEY RESULTS Data Quality in Retail How Data Quality Issues Impact Business Processes and Decisions Across Retail Organizations TRILLIUM SOFTWARE Introduction As consumers share data across multiple

More information

Management Update: The Eight Building Blocks of CRM

Management Update: The Eight Building Blocks of CRM IGG-06252003-01 S. Nelson Article 25 June 2003 Management Update: The Eight Building Blocks of CRM Customer relationship management (CRM) represents the key business strategy that will determine successful

More information

THE NEXT GENERATION OF HR SHARED SERVICES SUBHEADLINE RUNS HERE AND HERE AND HERE AND HERE

THE NEXT GENERATION OF HR SHARED SERVICES SUBHEADLINE RUNS HERE AND HERE AND HERE AND HERE THE NEXT GENERATION OF HR SHARED SERVICES SUBHEADLINE RUNS HERE AND HERE AND HERE AND HERE SAP Executive Insight It s no secret that implementing HR shared services can help organizations generate significant

More information

Safe Harbor Statement

Safe Harbor Statement Safe Harbor Statement Statements in this presentation relating to Oracle's future plans, expectations, beliefs, intentions and prospects, are "forwardlooking statements" and are subject to material risks

More information

TOP 5 CRM SOFTWARE SUPPLIERS GUIDE 2012

TOP 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 information

Five Strategies for Increasing the ROI of Marketing Events

Five Strategies for Increasing the ROI of Marketing Events Five Strategies for Increasing the ROI of Marketing Events Introduction Why Hold Marketing Events? Events, especially marketing events, are a critical tool in any marketer s playbook. According to Forrester

More information

Critical Steps to Help Small and Mid-Sized Businesses Ensure CRM Success

Critical Steps to Help Small and Mid-Sized Businesses Ensure CRM Success Critical Steps to Help Small and Mid-Sized Businesses Ensure CRM Success Table of Contents Abstract............................................ 3 CRM Drivers and Benefits............................. 4

More information

Using Predictive Analytics to Increase Profitability Part III

Using Predictive Analytics to Increase Profitability Part III Using Predictive Analytics to Increase Profitability Part III Jay Roy Chief Strategy Officer Practical Intelligence for Ensuring Profitability Fall 2011 Dallas, TX Table of Contents A Brief Review of Part

More information

ITC Infotech's SAP CRM. Capability

ITC Infotech's SAP CRM. Capability ITC Infotech's SAP CRM Capability Today, most businesses realize the vital role that CRM systems play in ensuring winning relationships with customers, lowering operating costs, increasing revenues and

More information

WHITE PAPER Turning Insight Into Action. The Journey to Social Media Intelligence

WHITE PAPER Turning Insight Into Action. The Journey to Social Media Intelligence WHITE PAPER Turning Insight Into Action The Journey to Social Media Intelligence Turning Insight Into Action The Journey to Social Media Intelligence From Data to Decisions Social media generates an enormous

More information

Customer Relationship Management: Perspectives from the Market Place Simon Knox, Stan Maklan, Adrian Payne, Joe Peppard, Lynette Ryals

Customer Relationship Management: Perspectives from the Market Place Simon Knox, Stan Maklan, Adrian Payne, Joe Peppard, Lynette Ryals Customer Relationship Management: Perspectives from the Market Place Simon Knox, Stan Maklan, Adrian Payne, Joe Peppard, Lynette Ryals Butterworth Heinemann 2003 ISBN:0750656778, 290 pages Theme of the

More information

Oracle Business Intelligence Applications Overview. An Oracle White Paper March 2007

Oracle 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 information

Optimize Sales Order Management with Enterprise Content Management

Optimize Sales Order Management with Enterprise Content Management OpenText Solution Brief OpenText ECM Suite for SAP ECM for Sales Order Management by OpenText Objectives Solution Benefits Quick Facts Optimize Sales Order Management with Enterprise Content Management

More information

Leveraging Information For Smarter Business Outcomes With IBM Information Management Software

Leveraging Information For Smarter Business Outcomes With IBM Information Management Software Leveraging Information For Smarter Business Outcomes With IBM Information Management Software Tony Mignardi WW Information Management Sales IBM Software Group April 1 2009 Agenda Our Smarter Planet and

More information

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and

More information

Predictive Marketing for Banking

Predictive Marketing for Banking Tony Firmani Predictive Analytics Solution Architect Predictive Marketing for Banking Business Analytics software Session Overview Data Drives Decisions Applying Predictive Analytics Throughout Entire

More information

Vehicle Sales Management

Vehicle Sales Management Solution in Detail Automotive Executive Summary Contact Us Vehicle Sales Optimizing Your Wholesale Business Efficient Sales Collaborative Operation Faced with declining margins, automotive sales organizations

More information

GSSI Conference Putting Customer First

GSSI Conference Putting Customer First GSSI Conference Putting Customer First Sahinis Nicholas Commercial Director Today's Agenda Company s background Value of Information Role of CRM in a company s strategy Features of a modern CRM Possible

More information

Transform Inbound Contacts Into Profits: Best Practices for Optimizing Lead Management.

Transform Inbound Contacts Into Profits: Best Practices for Optimizing Lead Management. Transform Inbound Contacts Into Profits: Best Practices for Optimizing Lead Management. September 2012 OptifiNow September 2012 Transform Inbound Contacts Into Profits: Best Practices for Optimizing Lead

More information

26/10/2015. Enterprise Information Systems. Learning Objectives. System Category Enterprise Systems. ACS-1803 Introduction to Information Systems

26/10/2015. Enterprise Information Systems. Learning Objectives. System Category Enterprise Systems. ACS-1803 Introduction to Information Systems ACS-1803 Introduction to Information Systems Instructor: Kerry Augustine Enterprise Information Systems Lecture Outline 6 ACS-1803 Introduction to Information Systems Learning Objectives 1. Explain how

More information

Sonata Managed Application Lifecycle Services

Sonata Managed Application Lifecycle Services Sonata Managed Application Lifecycle Services Leveraging IT to Deliver Growth-Centric Business Transformation Make IT an Enabler of Your Business with the Right Partner In today s complex and ever-changing

More information

ACS-1803 Introduction to Information Systems. Enterprise Information Systems. Lecture Outline 6

ACS-1803 Introduction to Information Systems. Enterprise Information Systems. Lecture Outline 6 ACS-1803 Introduction to Information Systems Instructor: David Tenjo Enterprise Information Systems Lecture Outline 6 1 Learning Objectives 1. Explain how organizations support business activities by using

More information

Best-Run Dealer Business Management

Best-Run Dealer Business Management Solution in Detail Automotive Executive Summary Contact Us Best-Run Dealer Business Next Generation of Retail Auto Dealers Auto Retail Transformation Customer Centricity Today s auto dealers consistently

More information

PIVOTAL CRM RETAIL INDUSTRY

PIVOTAL CRM RETAIL INDUSTRY PIVOTAL CRM RETAIL INDUSTRY PROVIDING RETAIL ORGANIZATIONS WITH A COMPETITIVE EDGE Pivotal CRM for Retail delivers 36O o business insight to stay ahead of competition COMMITTED TO MEETING INDIVIDUAL NEEDS

More information

The 2-Tier Business Intelligence Imperative

The 2-Tier Business Intelligence Imperative Business Intelligence Imperative Enterprise-grade analytics that keeps pace with today s business speed Table of Contents 3 4 5 7 9 Overview The Historical Conundrum The Need For A New Class Of Platform

More information

ENTERPRISE APPLICATIONS

ENTERPRISE APPLICATIONS CHAPTER EIGHT ENTERPRISE APPLICATIONS Business Communications 2011 The McGraw-Hill Companies, All Rights Reserved 2 CHAPTER OVERVIEW SECTION 8.1 Enterprise Systems and Supply Chain Management Building

More information

Deliver a Better Digital Customer Experience Through Sonata s Digital Engagement Solutions

Deliver 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 information

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience

Using 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 information

The #1 Web-Based Business Software Suite. Accounting / ERP CRM Ecommerce

The #1 Web-Based Business Software Suite. Accounting / ERP CRM Ecommerce The #1 Web-Based Business Software Suite Accounting / ERP CRM Ecommerce for every business. Intelligent Complete Simple You have real-time access to all the information you need to make better, faster

More information

QlikView for utilities

QlikView for utilities QlikView for utilities Delivering unprecedented customer intelligence qlik.com QlikView for utilities: delivering unprecedented customer intelligence Collaboration, visibility and efficiency: necessities

More information

AMA Marketing Effectiveness Online Seminar Series. Bob Wallach American Marketing Association

AMA Marketing Effectiveness Online Seminar Series. Bob Wallach American Marketing Association AMA Marketing Effectiveness Online Seminar Series Bob Wallach American Marketing Association A wealth of information is available for marketing professionals at www.marketingpower.com The #1 marketing

More information

Business Intelligence: How better analytics can lead your business to higher profits.

Business Intelligence: How better analytics can lead your business to higher profits. Business Intelligence: How better analytics can lead your business to higher profits. Introduction The economic downturn is forcing business leaders to rethink strategic plans. To remain competitive, businesses

More information

THE NEXT GENERATION CMDB - ALIGNING IT TO BUSINESS

THE NEXT GENERATION CMDB - ALIGNING IT TO BUSINESS WWW.WIPRO.COM WIPRO CONSULTING SERVICES THE NEXT GENERATION CMDB - ALIGNING IT TO BUSINESS SERVICE MODELING IS CRITICAL ACROSS INDUSTRIES TO DELIVER SERVICE CENTRIC VIEW TO THE IT. DO BUSINESS BETTER Today,

More information

Driving Multi-channel Commerce

Driving Multi-channel Commerce Driving Multi-channel Commerce Business Overview Online shopping is being redefined. Not only are voluble customers making their presence known across ecommerce sites, but these digital consumers are also

More information

Understanding the Real Impact of Social Media Monitoring on the Value Chain

Understanding the Real Impact of Social Media Monitoring on the Value Chain March 2013 Understanding the Real Impact of Social Media Monitoring on the Value Chain More and more companies have turned to social media monitoring or social listening tools to find the critical insights

More information

Four distribution strategies for extending ERP to boost business performance

Four distribution strategies for extending ERP to boost business performance Infor ERP Four distribution strategies for extending ERP to boost business performance How to evaluate your best options to fit today s market pressures Table of contents Executive summary... 3 Distribution

More information

paragyte Whitepaper The Significance of CRM in Retail Industry

paragyte Whitepaper The Significance of CRM in Retail Industry Whitepaper The Significance of CRM in Retail Industry Retail Industry overview The retail sector has seen unprecedented growth in the last few years and according to research firm Lucintel, the global

More information

Customer Relationship Management (CRM)

Customer 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 information

ORACLE CRM ON DEMAND INSURANCE DISTRIBUTION MANAGEMENT SOLUTION

ORACLE CRM ON DEMAND INSURANCE DISTRIBUTION MANAGEMENT SOLUTION ORACLE CRM ON DEMAND INSURANCE DISTRIBUTION MANAGEMENT SOLUTION For many insurance carriers, sales through indirect channels form the largest proportion of their business. However, most carriers do not

More information

Is there an ROI from Social Media Marketing?

Is there an ROI from Social Media Marketing? TOM PISELLO, CHAIRMAN & FOUNDER Blog: http://blog.alinean.com/ Twitter: @tpisello http://www.alinean.com http://www.fightfrugalnomics.com Is there an ROI from Social Media Marketing? Agenda 1. Need for

More information

Customer Relationship Management: Tool or Philosophy?

Customer Relationship Management: Tool or Philosophy? Customer Relationship Management: Tool or Philosophy? A system cannot understand itself. The transformation requires a view from outside. - W. Edward Deming CRM a general perspective: A successful CRM

More information

Outline. BI and Enterprise-wide decisions BI in different Business Areas BI Strategy, Architecture, and Perspectives

Outline. BI and Enterprise-wide decisions BI in different Business Areas BI Strategy, Architecture, and Perspectives 1. Introduction Outline BI and Enterprise-wide decisions BI in different Business Areas BI Strategy, Architecture, and Perspectives 2 Case study: Netflix and House of Cards Source: Andrew Stephen 3 Case

More information

Customer Service Analytics: A New Strategy for Customer-centric Enterprises. A Verint Systems White Paper

Customer Service Analytics: A New Strategy for Customer-centric Enterprises. A Verint Systems White Paper Customer Service Analytics: A New Strategy for Customer-centric Enterprises A Verint Systems White Paper Table of Contents The Quest for Affordable, Superior Customer Service.....................................

More information

Performance Management Applications. Gain Insight Throughout the Enterprise

Performance Management Applications. Gain Insight Throughout the Enterprise Performance Management Applications Gain Insight Throughout the Enterprise Applications that Span the Enterprise Managers need a consolidated view of their key enterprise metrics and performance indicators

More information

R O I C a s e S t u d i e s

R O I C a s e S t u d i e s HIGHLIGHTS Goal: For MegaFon-Moscow to deploy an integrated customer management strategy to improve customer service, increase customer loyalty, reduce customer churn, lower operational costs, increase

More information

Capabilities overview. Retail Banking: A Transformational Model for Growth Using a Customer-Centric Approach

Capabilities overview. Retail Banking: A Transformational Model for Growth Using a Customer-Centric Approach Capabilities overview Retail Banking: A Transformational Model for Growth Using a Customer-Centric Approach Capabilities Overview It s a New World The retail banking industry is in the midst of a seismic

More information

Decisioning for Telecom Customer Intimacy. Experian Telecom Analytics

Decisioning for Telecom Customer Intimacy. Experian Telecom Analytics Decisioning for Telecom Customer Intimacy Experian Telecom Analytics Turning disruption into opportunity The traditional telecom business model is being disrupted by a variety of pressures. From heightened

More information

Improving Inside Sales Production with Automation

Improving Inside Sales Production with Automation Improving Inside Sales Production with Automation Improving Inside Sales Production with Automation A recent Noble Systems survey of Inside Sales Teams revealed that while one-half of the organizations

More information

Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1

Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Table of Contents Introduction... 3 Problem... 3 Solution... 5 Speech Analytics... 5 Effectiveness of speech analytics...

More information

SAP Thought Leadership SAP Customer Relationship Management. Strengthen the Brand and Improve

SAP Thought Leadership SAP Customer Relationship Management. Strengthen the Brand and Improve SAP Thought Leadership SAP Customer Relationship Management Enhancing the Customer Experience with Loyalty Management Strengthen the Brand and Improve Customer Retention Executive Summary Satisfying Customers,

More information

Continuous Customer Dialogues

Continuous Customer Dialogues Continuous Customer Dialogues STRATEGIES FOR GROWTH AND LOYALTY IN MULTI-CHANNEL CUSTOMER-ORIENTED ORGANIZATIONS whitepaper TABLE OF CONTENTS: PAGE Overview...3 The Continuous Customer Dialogue Vision...4

More information

Elevate Customer Experience and Engagement in the New Digital World

Elevate Customer Experience and Engagement in the New Digital World Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,

More information

Don't Confuse CRM Benefits With ROI

Don't Confuse CRM Benefits With ROI Tutorials, B. Eisenfeld, E. Kolsky, J. Grigg Research Note 29 April 2003 Don't Confuse CRM Benefits With ROI In recent customer relationship management surveys, 52 percent of respondents claimed return

More information

Decisioning for Telecom Customer Intimacy. Experian Telecom Analytics

Decisioning for Telecom Customer Intimacy. Experian Telecom Analytics Decisioning for Telecom Customer Intimacy Experian Telecom Analytics Turning disruption into opportunity The traditional telecom business model is being disrupted by a variety of pressures from heightened

More information

BENEFITS REALIZATION: THE COMPETITIVE ADVANTAGE

BENEFITS REALIZATION: THE COMPETITIVE ADVANTAGE BENEFITS REALIZATION: THE COMPETITIVE ADVANTAGE PRASHANTH NAIDU AUGUST 1, 2012 1 2011 Hitachi Data Systems. All rights reserved. INTRODUCING HITACHI DATA SYSTEMS Ranked # 140 for Innovation in 2010 Formed

More information

Patient Relationship Management

Patient Relationship Management Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information

More information

Manufacturing Industry KPIs that Matter

Manufacturing Industry KPIs that Matter Manufacturing Companies Run Better on NetSuite. Manufacturing Industry KPIs that Matter Sponsored by Results from Businesses Like Yours Business Visibility 360 o Visibility & Actionable Insight Increased

More information

NetSuite: The Key to Performance and Profitability for Solution Providers

NetSuite: The Key to Performance and Profitability for Solution Providers NetSuite: The Key to Performance and Profitability for Solution Providers www.netsuite.com Table of Contents Solution Providers Face Unique Challenges 2 Solution Provider Business Models 3 The Current

More information

How CRM Software Benefits Insurance Companies

How CRM Software Benefits Insurance Companies How CRM Software Benefits Insurance Companies Salesboom.com Currently, the Insurance Industry is in a state of change where today's insurance field is becoming extremely complex and more competitive. As

More information

CASE STUDY: UTILISING E-BUSINESS TECHNOLOGIES FOR MARKETING SUPPORT IN THE CE INDUSTRY

CASE STUDY: UTILISING E-BUSINESS TECHNOLOGIES FOR MARKETING SUPPORT IN THE CE INDUSTRY e-business W@tch European Commission, DG Enterprise & Industry E-mail: entr-innov-ict-ebiz@ec.europa.eu, info@ebusiness-watch.org This document is based on sector studies, special reports or other publications

More information

Enterprise Information Systems

Enterprise Information Systems Enterprise Information Systems Dr Sherif Kamel Department of Management School of Business, Economics and Communication Enterprise Information Systems DSS to provide enterprise-wide support Support to

More information

Deliver a Superior Customer Experience. a social one.

Deliver 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 information

Segmentation for High Performance Marketers

Segmentation for High Performance Marketers Segmentation for High Performance Marketers Right Time Revenue Optimization STEP-BY-STEP GUIDE A Journey not a Destination High performance marketers recognize that market segmentation strategy is a journey

More information

WHITE PAPER. Digital transformation for insurers

WHITE PAPER. Digital transformation for insurers WHITE PAPER Digital transformation for insurers Introduction The insurance industry today is at a transformative stage, where it is witnessing an unrelenting march of digitization and a proliferation of

More information

Right Time Revenue Optimization

Right Time Revenue Optimization More Revenue, Faster Right Time Revenue Optimization More Revenue, Faster Summary: The Short List Here s our suggested short list from this paper: What is right time revenue optimization? It s marketing

More information

Business Intelligence Market Trends Study

Business Intelligence Market Trends Study Use, duplication, or sale of this information, or data contained herein, is strictly prohibited. Copyright 2005 Gantry Group LLC, SourceMedia, Inc. All rights reserved. Business Intelligence Market Trends

More information

Solve your toughest challenges with data mining

Solve your toughest challenges with data mining IBM Software IBM SPSS Modeler Solve your toughest challenges with data mining Use predictive intelligence to make good decisions faster Solve your toughest challenges with data mining Imagine if you could

More information

Microsoft Dynamics CRM Solutions for Retail Banking

Microsoft Dynamics CRM Solutions for Retail Banking Performance Microsoft Dynamics CRM Solutions for Retail Banking White Paper Setting new standards that enable retail banks to attract, retain, and service customers with superior speed, efficiency, and

More information

Return on Investment in Business Intelligence in Small and Mid-Sized Businesses

Return on Investment in Business Intelligence in Small and Mid-Sized Businesses Return on Investment in Business Intelligence in Small and Mid-Sized Businesses ZELJKO PANIAN The Graduate School for Economics and Business University of Zagreb J.F. Kennedy Sq. 6 CROATIA zpanian@efzg.hr

More information

NetSuite CRM+ Powerful CRM That Drives The Complete Customer Lifecycle. Why NetSuite CRM+? NETSUITE BENEFITS. Data Sheet

NetSuite CRM+ Powerful CRM That Drives The Complete Customer Lifecycle. Why NetSuite CRM+? NETSUITE BENEFITS. Data Sheet NetSuite CRM+ Powerful CRM That Drives The Complete Customer Lifecycle Data Sheet NETSUITE BENEFITS Benefits experienced by organizations using NetSuite CRM+ include 1 : Improve sales productivity by 15%

More information

Tuning Incentives To Motivate Sales & Drive Profits. Christopher W. Cabrera, Founder, President & CEO Jeff Williams, Vice President Sales, IronPort

Tuning Incentives To Motivate Sales & Drive Profits. Christopher W. Cabrera, Founder, President & CEO Jeff Williams, Vice President Sales, IronPort Tuning Incentives To Motivate Sales & Drive Profits Christopher W. Cabrera, Founder, President & CEO Jeff Williams, Vice President Sales, IronPort Agenda Introduction to Xactly Corporation How to Use Incentive

More information

SmartBanker REDPORT INTERNATIONAL

SmartBanker REDPORT INTERNATIONAL Smart Analytics You Can Bank On The new age of data is transforming business, and financial institutions are grappling with growth and profitability challenges in large part due to the increasingly competitive

More information

Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both

Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both Lynn Brunner Experian and the marks used herein are service marks or registered trademarks of Experian Information Solutions,

More information

mysap ERP FINANCIALS SOLUTION OVERVIEW

mysap ERP FINANCIALS SOLUTION OVERVIEW mysap ERP FINANCIALS SOLUTION OVERVIEW EFFECTIVE FINANCIAL MANAGEMENT ... IS KEY TO BUSINESS SUCCESS mysap ERP FINANCIALS YOUR BUSINESS, YOUR FUTURE, YOUR SUCCESS mysap ERP is the world s most complete

More information

NetSuite for Wholesale Distributors

NetSuite for Wholesale Distributors NetSuite for Wholesale Distributors Key benefits Built-in support for wholesale distribution business processes Real-time visibility throughout your entire organization, from sales to operations to invoicing

More information

10 Steps to a Multichannel Strategy and an Exceptional Customer Experience

10 Steps to a Multichannel Strategy and an Exceptional Customer Experience 10 Steps to a Multichannel Strategy and an Exceptional Customer Experience Jesús Hoyos CRM industry analyst and advisor Brad Herrington Principal Solutions Architect Interactive Intelligence, Inc. Contents

More information

Services Resource Planning

Services Resource Planning Services : How Integrated PSA, CRM and Financials Can Transform Your Services Business Line art source artwork: Services : How Integrated PSA, CRM and Financials Can Transform Your Services Business Services

More information

ORACLE SUPPLY CHAIN AND ORDER MANAGEMENT ANALYTICS

ORACLE SUPPLY CHAIN AND ORDER MANAGEMENT ANALYTICS ORACLE SUPPLY CHAIN AND ORDER MANAGEMENT ANALYTICS KEY FEATURES & BENEFITS FOR BUSINESS USERS Provide actionable information to conduct intelligent analysis of orders related to regions, products, periods

More information

Calculating ROI for Business Intelligence Solutions in Small and Mid-Sized Businesses

Calculating ROI for Business Intelligence Solutions in Small and Mid-Sized Businesses Calculating ROI for Business Intelligence Solutions in Small and Mid-Sized Businesses Introduction Successful business intelligence implementations can unlock key information within a company s data vaults

More information

Customer Contact Center Benchmarking Results Executive Summary

Customer Contact Center Benchmarking Results Executive Summary Customer Contact Center Benchmarking Results Executive Summary XYC Company SAP Value Engineering Agenda. Executive Summary. Company Baseline, Metrics and Performance Drivers. Best Practices 4. Participant

More information

IT & Management Consulting Services

IT & Management Consulting Services 2008 Microsoft Corporation. All rights reserved. This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Microsoft, Excel, Microsoft Dynamics,

More information