New Concept of Full CRMNew Concept of Full CRM

Customer Relationship Management

Basic Concept

• Framework Application that needs no programming, just setting and configuration (nuts and bolts)

• Assure faster time to market• Based on the CRM concept and beyond• Providing the best approach to become

flexible enough to accommodate the need of emerging web 2.0

• Enabled full sphere Customer View

Modules• Marketing• Sales• Service• Master Data• Web Portal• Harvester (robot engine to retrieve / upload

information from / to social media)• Intelligent Reporting (implant a data correlation

from sales / service to provide feedback for marketing promo)

Integrated Solution

marketing

sales

service

MDMMDM

outer ring : abundant source of

information

outer ring : abundant source of

information

intelligence reporting

intelligence reporting

inner ring :direct personal

information

inner ring :direct personal

information

Marketing Features• Customer Segmentation• Marketing Activity

– Marketing Plan– Campaign Management– Survey Management– Promotion– Notification Engine– Document Creation

• Deal Management• Lead Management• Feedback for Promotion (cross / up / down-selling)

– Feedback for Sales– Feedback for Service– Harvester Feedback

MarketingMarketing SalesSales ServiceService

Sales Features• Customer Profiling• Sales Activity

– Order Entry– Notification Engine– Document Creation– Status Management– Tariff Engine– Configurable Product

• Lead Management• Feedback for Sales Follow up

– Feedback for Sales– Feedback for Service– Harvester Feedback

MarketingMarketing SalesSales ServiceService

Service Features• Customer Call Centre

– customer profiling– complaint center– information center– churn management– promotion offering

• Lead Management• Deal Management• Feedback for Sales Follow up

– Feedback for Marketing– Feedback for Sales– Harvester Feedback

MarketingMarketing SalesSales ServiceService

Social MediaSocial Media

Master Data

• Internal or External (look up) data• Configurable Attribute (related with role)• User and Role Management (per form, per

attribute, per action)• Tree Structure of Business Partner• Ability to Profiled using agent / harvester to

get full sphere customer view

Harvester

• A robot to obtain information from any resource, such as social media to get customer information, current mood, hobby, like/dislike, type of friends, etc

• A robot to upload information regarding marketing campaign, promotion, service and complaint, etc.

Intelligent Reporting

• Provide report that able to suggest a new marketing promotion, based on sales, service, and information from harvester

• Ability to implant a set of function to correlate information from any resource to provide a suggestion

Marketing Module• Customer Segmentation, providing a tool to create attribute / profile of a

customer• Marketing Activity

– Marketing Plan, create a plan and budget for marketing– Campaign Management, create a campaign (of a product) to specific segment– Survey Management, create an email-based and web-based survey to specific segment– Promotion, create a product promotion to specific segment– Notification Engine, create a designated and scheduled notification– Document Creation, create a form for email and survey

• Deal Management, provide a bidding and negotiation process• Lead Management, create a lead for sale forces from a campaign or promotion• Feedback for Promotion (cross / up / down-selling)

– Feedback for Sales, gives an advice to Promotion or Campaign based on product and customer portfolio

– Feedback for Service, gives an advice to Promotion or Campaign based on inbound/outbound call

– Harvester Feedback, gives an advice to Promotion or Campaign based on customer profile

http://www.imtelkom.ac.id