maihiro select Process-based CRM Software Evaluation

Transcription

1 maihiro select Process-based CRM Software Evaluation

2 Agenda Inhalt CRM program - overview maihiro select - project approach maihiro select - project examples Next steps

3 Overview Approach to realize a CRM program The maihiro approach to realize a CRM program considers three perspectives and integrates elements of organizational development. People Processes Technology CRM mission statement as binding basis for customercentric actions Customer value oriented support concept for profitable growth Etablishment of an integrated system landscape with optimized Total Cost of Ownership (TCO) Communication strategy for a successful organizatonal change Increased performance thanks to a clearly defined CRM processes Fewer information deficits thanks to central data access Customer Management Strategy Anchoring and review of living CRM for sustainable employee satisfaction Cost savings thanks to reasonably standardized CRM processes Systematic reporting of data collected in the operative systems Organizational Development Established Processes System Support , # 3

4 Project Approach CRM Software Selection Depending on the available employees, the project can be realized according to the below mentioned steps within three months after assignment Project preparation Consolidation of requirements Invitation to tender Vendor and software presentations Final presentation Project planning Project organisation Allocation of resources Identification of relevant processes Workshops to create a common CRM mission statement Sign Off Review of existing process definitions Specific interviews and workshops with the operating departments Deduction of technical and functional requirements Creation of a requirement catalogue Evaluation matrix incl. weighting Sign Off Creation and transmission of the ITT documents to the software providers Adapted evaluation matrix Results in categories Coordination with the software providers Shortlist of providers Sign Off Creation of a case study Presentation of software providers Evaluation of the mapping of the case study and the presented CRM system Reference visits, if necessary Overall view Sign Off Common elaboration of the recommendation based on the ITT, the software presentation and, if necessary, the reference visits Final presentation Project review Sign Off , # 4

5 Project approach Phases of Project Preparation / Consolidation of Requirements The CRM mission statement, which is to be developed in the course of the management workshop, is the entry for the process workshops. The workshop results and the existing technical infrastructure / IT landscape will be summed up in the evaluation matrix. Management workshop to define the CRM mission statement Participants from the management Consolidation of company-specific requirements Workshops to collect process details and requirements Master data Relationships Activities Lead management Opportunity management Offers Reporting IT infrastructure Weighted evalution matrix Workshop to weight the evaluation matrix Weighting of the matrix , # 5

6 Project approach Consolidation of Requirements (non-weighted Evaluation Matrix) The evaluation matrix serves to assess the different CRM software providers. It is structured in different categories. Each category consists of freely definable sub-categories that can be weighted differently. Consolidation of requirements Vendor / Conditions Application Functionality Application Technology Application Functionality Implementation, Training, Support General Financial situation Implementation partner References Emotional impression Software Implementation and training Support Contact data Relations Activities Lead management Opportunity mgmt. Offers Reporting General User Interface System prerequisites, scalability Software design Software quality Access, security Parametrization Configuration tools General Backend and other interfaces Replication Implementation strategy Training approach Support approach Company-specific evaluation matrix , # 6

7 Project approach Dispatch of invitation to tender (ITT) The evaluation matrix serves to assess the different CRM software providers. It is structured in different categories. Each category consists of freely definable sub-categories that can be weighted differently. 1 CRM Software Vendor 1 Dispatch of ITT to the preselected software providers by the project team CRM Software Vendor 2 CRM Software Vendor 3 CRM Software Vendor 4 Evaluation and weighting of the software providers answers on the basis of the evaluation matrix 5 CRM Software Vendor 5 6 CRM Software Vendor , # 7

8 Project Approach Recommendation/Decision Having collected all relevant information (ITT, software presentation, if necessary reference visit), the project team gives a recommendation taking into account the already known internal basic conditions. Based on this recommendation, negotiations with the software vendor will be initiated. The expected advantages concerning the user acceptance of the CRM solution outweigh the disadvantages of a lesser integration into the existing system landscape. Software Vendor , # 8

9 Next Steps 1 Review of the approach 2 Presentation of the offer 3 Reference calls / negotiation 4 Project start , # 9

10 Thank you for your attention! People Processes Technologies maihiro The essence of CRM , # 10

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12 Imprint Germany maihiro GmbH Osterfeldstr Ismaning near Munich T F Geschäftsstelle Hamburg Ruhrstr. 11A Hamburg T F [email protected] Austria maihiro GmbH Tech Gate Vienna Donau-City-Str Vienna T F [email protected] maihiro GmbH. All rights reserved. All the content of this document is the intellectual property of maihiro GmbH. This content may only be used and the intellectual property rights to the content may only be transferred with the written permission of maihiro GmbH. The content of this publication is made available by maihiro GmbH. It is non-binding, is intended for information purposes only and may be altered without prior notice. maihiro GmbH accepts no liability and offer no guarantee in relation to errors or omissions in this document. There shall be no further liability arising from the information contained in this publication , # 12