May1abaker
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- 1. Al Baker Director, Global Call Centers and CTI Solutions Customer RelationshipManagement (CRM)
2. Business movementto the CRM and e-CRM Model Customer Lifetime Value Transaction -Centric C ustomer R elationship M anagemente-CRM Mass MarketOne-to-One Model
- Transaction Model
- Cost
- Service Level
- Volume
- CRM Model
- Customer
- Loyalty
- Employee
- Defection
- Profitability
3. Customer Interaction Market 90% Overthe Phone Email Growth to $130M CRM Software Growth to$11.5B in 2002 WEB-based Call CenterGrowth to$1.2B IP-enabled Call Center Growth to$890M 1997 2004 2001 2002 2003 Envisioning the Futurewith Computer Telephony Forrester Research AMR Research Yankee Group Frost & Sullivan 4. Customer Relationship Management
- Vision
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- To "technology-enable" enterprises to create competitive advantage through sales and marketing resource optimization and superior customer relationships.
- Operational Definition
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- Automation of processes involving "front office" customer touch points via multiple, interconnected delivery channels & integration between front & back office
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- Sales, marketing, and customer service
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- Call center, field service
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- ERP
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5. Market Segmentation ACD Call Centers Call Center Related Businesses E-Mail Management Systems Call Center Portal Systems CRM / e CRM E Commerce Professional Services 6. CRM / eCRM Definition Key Players CRM-Comprises business strategies to optimize profitability, revenue and customer satisfaction.CRM applications focus on relationships with customersrather than on transactions eCRM- Web-centric approach to synchronizing customerrelationships across communication channels, business functions and audiences. CRM Siebel Vantive Clarify (Nortel) Remedy Pegasystems SAP eCRMSilkNet Octane Bluestone BroadVision Net Perceptions 7. CRM/eCRMOverview
- CRM solutions come out of a client/server architecture and are web enabled
- eCRM solutions are purely web based and have been developed specifically for eBus
- CRM/eCRM solutions must provide for the following:
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- Determine customer satisfaction
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- Analyze profitability
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- Build customer relationships
- ALL require significant amounts of integration services
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- Most CRM solutions require process re-engineering
8. CRM/eCRM Market Sizing and Growth Rates CAGR 20% CAGR 31% CAGR 38% CAGR 27% Total market CAGR 27% Based on Gartner Group 1999 study using 2.5 factor for professional services 9. RsumRouting -- the engine that enables CRM solutions . This robust solution isaimed at helping companies develop and manage profitable relationships with their customers over time. RsumRouting, the CRM EngineVirtual Group Routing Routing E-Mail Routing Web Forecasting/Scheduling Simulations Single and Multi-Site Simultaneous Voice and Data Call Transfer Automated Database Population Workflow Reporting Screen Pops Remedy Siebel 10.
- Precision Without Compromising Efficiency
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- Dynamic use of Agents Skills
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- With out Fragmentation ofthe Call Center
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- All Active Agents are Potential Resources for all Call
- Build Employee Satisfaction
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- Career Path, Empowerment, Diversity
- Builds Customer Satisfaction
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- Faster Service, Relationship Building
Results Driven Solution Positive Results -Customers , Employees, & The Business 11. ProCenter RsumRouting FY 99/00 Rel. 3 Rel. 2 User- Centric Design Skills-based Simulator Blue Pumpkin Integration Multimedia Ready Enhanced RsumRouting Express Multi-site Suite Rel. 1 Rsum Routing- Virtual Group Routing Agent Desktop Supervisor Desktop Report Explorer Admin. Explorer Message Stream FY99/00 Rel. 3 Services CRM Integration Integration with ProCenter MX Email Internet Integration Call Director Xpressions 12. ProCenter RsumRouting FY Q1 99/00 Rel. 3 Rel. 2 User- Centric Design Skills-based Simulator Blue Pumpkin Integration Multimedia Ready Enhanced RsumRouting Express Multi-site Suite Rel. 1 Rsum Routing- Virtual Group Routing Agent Desktop Supervisor Desktop Report Explorer Admin. Explorer Message Stream FY 99/00 Rel. 3 Services CRM Integration Integration with ProCenter MX Email Internet Integration Call Director Xpressions 13. RsumRouting Telephony Server
- RsumRoutingTelephony Server is Siemens Middleware
- Mid-range, Cost-Effective Integration
Cost Functionality Desktop Call Center RsumRouting s 14. ProCenter RsumRouting FY Q1 99/00 Rel. 3 Rel. 2 User- Centric Design Skills-based Simulator Blue Pumpkin Integration Multimedia Ready Enhanced RsumRouting Express Multi-site Suite Rel. 1 Rsum Routing- Virtual Group Routing Agent Desktop Supervisor Desktop Report Explorer Admin. Explorer Message Stream FY Q2 99/00 Rel. 3 Services CRM Integration Integration with ProCenter MX Email Internet Integration Call Director Xpressions 15. Specific E-Mail Transactions
- Web Mail, Company Mail, Departmental Mail
- [email_address] [email_address] [email_address]
- Inquiries Using Web Forms
Existing ServerSMTP/POP3 MX e-mail Internet Customer 1 1 1 2 2 2 16. ProCenter RsumRouting FY Q1 99/00 Rel. 3 Rel. 2 User- Centric Design Skills-based Simulator Blue Pumpkin Integration Multimedia Ready Enhanced RsumRouting Express Multi-site Suite Rel. 1 Rsum Routing- Virtual Group Routing Agent Desktop Supervisor Desktop Report Explorer Admin. Explorer Message Stream FY Q2 99/00 Rel. 3 Services CRM Integration Integration with ProCenter MX Email Internet Integration Call Director Xpressions 17. ProCenter RsumRouting FY Q1 99/00 Rel. 3 Rel. 2 User- Centric Design Skills-based Simulator Blue Pumpkin Integration Multimedia Ready Enhanced RsumRouting Express FY Q2 99/00 Rel. 3 Services CRM Integration Integration with ProCenter MX Email Internet Integration Xpressions Multi-site Suite Rel. 1 Rsum Routing- Virtual Group Routing Agent Desktop Supervisor Desktop Report Explorer Admin. Explorer Message Stream Call Director 18. ProCenter RsumRouting Call Director IVR LikeCall Prompter Card Press 1 for Sales Press 3 for Accounts Receivable Press 2 forAccounts Payable Enter Name or Number
- Processes Calls
- Collects Digits
- Provides Estimated Wait Time for Calls in Queue
Caller 19. ProCenter RsumRouting FY Q1 99/00 Rel. 3 Rel. 2 User- Centric Design Skills-based Simulator Blue Pumpkin Integration Multimedia Ready Enhanced RsumRouting Express Multi-site Suite Rel. 1 Rsum Routing- Virtual Group Routing Agent Desktop Supervisor Desktop Report Explorer Admin. Explorer Message Stream FY Q2 99/00 Rel. 3 Services CRM Integration Integration with ProCenter MX Email Internet Integration Call Director Xpressions 20. What is CRM?
- Its a Business Strategy!
- Its a Corporate Imperative!
- Its a way to achieve Profitable Growth!
- A multi-faceted approach to marketing, sales and customer care being used by companies to create customer loyalty and improve their business performance
- Customerincludes anyone involved in the business value chain
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- Front-office value, back-office value chain, partners, suppliers
- But, It IS NOTaTechnology!