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1、TheSASSolutionsforCRM Topics CRMMarketCustomerIntelligence theCRMBusinessProcessCRMArchitectureCRMApplicationsTheSASSolutionsforCRM WhatisCRM Ashiftinemphasisfrom MasstoindividualProducttocustomerAcquisitiontoretentionFunctiontoexperienceShareholderstocustomers AStrategicInitiativethatenablesacompan
2、ytobecomecustomercentric Keycomponentsincludepeople processandtechnology Idon thavelongtermprofitablerelationshipswithmycustomersIamunabletoidentifymymostvaluableorhighestpotentialcustomersIamnoteffectivelycreatingvalueandcrosssellingopportunitiesforthesecustomersIhavelowcustomerretentionandloyalty
3、CRMBusinessProblems HowCanSASHelpYou Builton25yearsincustomeranalysis theSASSolutionsforCustomerRelationshipManagementprovidesthecustomerintelligenceyouneedtomaximizetheprofitabilityofyourcustomerrelationships TheSASSolutionsforCRMwillhelpyourcompany 360degreecustomerviewSegment TargetyourmostValuab
4、leCustomersAnalyzeandProfileContinuouslyLearn CRMBusinessFlow TheRoleofCustomerIntelligence TheRoleofCustomerIntelligence StrategicFocus TheRoleofCustomerIntelligence StrategicFocus FocusresourcesFocusinvestmentFocusonrightcustomergroupsservicesproductschannelsaspectsofqualityCustomerbaseisanAssetCo
5、mmunicateobjectivestothebusiness TheRoleofCustomerIntelligence StrategicFocus Howisacustomerdefined Whoownsthecustomer Whataremykeycustomergroups HowmuchshouldIinvestindifferentcustomergroups WhatrealistictargetsshouldIsettoensureprofitability HowmuchshouldIinvestinmychannels theinternet Bestpractic
6、e whoisrecruitingthebestcustomers Whatisthevalueofthecustomerasset HowmanyofmytopcustomerscouldIlosebeforetakingaloss WouldIknowifacompetitorwasstealingmybestcustomers CouldIreactappropriately SampleQuestions TheRoleofCustomerIntelligence Targeting Positioning TheRoleofCustomerIntelligence Targeting
7、 Positioning CustomerprofitabilityanalysisChurn retentionanalysisCustomerbehavioranalysisSegmentationandtargetingCustomerprofiling Techniques TheRoleofCustomerIntelligence Targeting Positioning Howshouldmysegmentsbedefined WhenshouldIsell Whichcustomersarelikelytoleave Whichcustomersaremorelikelytor
8、espond WhichcommunicationchannelshouldIuse What stheexpectedresponserate Whichproductcombinationsandproductfeaturesdocustomerswant SampleQuestions Whichcustomersaregoodcandidatesforcrossorupselling Whatisthecustomerpotential lifetimevalue CanIcustomizeofferingsbasedonneeds preferencesandprofitabilit
9、y TheRoleofCustomerIntelligence OperationalEffectiveness TheRoleofCustomerIntelligence OperationalEffectiveness ResourceforecastingDemandforecastingSkillsprofilingServicelevelsettingResourceoptimizationDeploymentofdecisionsupportinformationtothefrontofficeDeploymentofinformationtothecustomer Techniq
10、ues TheRoleofCustomerIntelligence OperationalEffectiveness Whatskillsshouldbeavailable AmIachievingservicelevels HowshouldIdivideresourcesacrosscustomergroups HowshouldIdivideresourcesacrosschannels WhatcapacityshouldIpurchase Whichserviceandchannelsarebeingusedandbywhom CanIeffectivelyallocateresou
11、rcesbasedoncustomervalue WhatresourcesshouldIallocatethroughouttheday andnight Bestpractice whoisdeliveringthebestservice SampleQuestions TheRoleofCustomerIntelligenceLearningFocus TheRoleofCustomerIntelligence Measurement Life timevalueShareofcustomerRetention AttritionratesLengthofrelationshipCros
12、s sellingratioCustomerprofitabilityCustomervalueindexCustomerresponserate SampleMetrics TheRoleofCustomerIntelligence Measurement Howsatisfiedareourcustomerswithourproduct service HowmanycustomersdoIhave Isthelifetimevalue futurepotential ofmycustomerbasegoingupordown byhowmuch Whichsales marketingc
13、hannelsaremosteffective Whatwastheresponserate Howdiditcomparetotarget Howmanytimesaremycustomersbeingcontacted Whichcustomersaremovingbetweensegments Howmanytimeshasthiscustomercontactedus HowmanynewcustomersdoIhave Whatistherateofcustomerdefection Whatwastheconversionrate Howdiditcomparetotarget S
14、ampleQuestions CustomerIntelligence TheCRMBusinessProcess StrategicFocus Targetingandpositioning Measurement OperationalEffectiveness Placethecustomeratthecentreofthedecisionmakingprocess Rightpeople rightchannel righttime rightoffertobuildlongtermmutuallybeneficialrelationships Aligninginvestmentan
15、dresourcestomarketopportunitiesandrequirements Monitoringsuccessandreportingbacktothebusinesstocreateanagilelearningenterprise Doingthingsright deployingresourcetomatchcustomerdemandandvalue CRMBusinessFlow TheRoleofCustomerIntelligence Aligninginvestmentandresourcestomarketopportunitiesandrequireme
16、nts Rightpeople rightchannel righttime rightoffertobuildlongtermmutuallybeneficialrelationships Placethecustomeratthecentreofthedecisionmakingprocess Doingthingsright deployingresourcetomatchcustomerdemandandvalue Monitoringsuccessandreportingbacktothebusinesstocreateanagilelearningenterprise SASCRMSolutionArchitecture SASCRMSolutionArchitecture SASCRMSolutionArchitecture SASCRMSolutionArchitecture CRMApplicationSpace TheSASSolutionsforCRM TheSASSolutionforEnterpriseMarketingAutomationeCRM TheSA
