Merced Overview
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Transcript of Merced Overview
1 © 2011 Merced Systems Confiden4al
Cover Slide TBC Merced Systems
© 2011 Merced Systems Confiden4al
Merced Systems Execu4on For your Customer Facing Func4ons
2 © 2011 Merced Systems Confiden4al
Helping Companies Acquire and Retain Customers
Acquire
Retain Service Performance
Management
Sales Performance Management
Field Sales
Retail Sales
Partner Sales
Customer Service
Customer Support
Back Office
Field Service
Tele-‐ Sales
3 © 2011 Merced Systems Confiden4al
Customer-‐facing organiza4ons are challenged more than ever…
There are few silver bullets, so…..You must execute
Expand Geographic Presence
Find New Sales Channels
Launch New Products and Services
Ensure Customer Loyalty
Integrate Newly Acquired Companies
4 © 2011 Merced Systems Confiden4al
In sales and service organiza4ons, this means you need to…
§ Maximize revenue § Promote Higher-‐Margin Selling
§ Retain top talent
§ Rapid issue resolu4on § Build & retain customers § Iden4fy and op4mize cross-‐sell & up-‐sell opportuni4es
§ Accelerate cycle 4mes § Reduced variance among sales and service team members
§ Reduce overhead § Minimize errors
Drive Sales ExecuGon Provide a Superior Customer Experience
Ensure OperaGonal Efficiency
5 © 2011 Merced Systems Confiden4al
Execu4on is not easy
Understanding is difficult
Doing is difficult
§ Data is massive and everywhere
§ Insufficient tools for Business Users
§ Lack of domain specific analysis
§ OrganizaGons are siloed, complex and dynamic
§ Numerous non-‐standardized business processes
§ Behavioral change is difficult
6 © 2011 Merced Systems Confiden4al
Empower Frontline
Automate Processes
Enable Ac4on
EXECUTE
ANALYZE
Performance Management Enables World Class Execu4on
“Best in class companies are 3X more likely to leverage PM SoluGons”
Aberdeen Group -‐ April 2011
Iden4fy Opportuni4es
Gain Visibility
Aggregate Data
7 © 2011 Merced Systems Confiden4al
Merced Service PM
Merced AnalyGcs
Merced Systems Solu4ons Offerings
Merced Sales PM
Deployment OpGons Business ConsulGng Services ImplementaGon Services
• SaaS • Managed Services • On Premise
• ROI Development • Change Management • Opera4ons Consul4ng
• Design and Configura4on • Adop4on Planning & Rollout • Training & Support
8 © 2011 Merced Systems Confiden4al
The Problem…
The purpose of
business is to
create and keep
a customer.
-‐Peter Drucker
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