[精选]SRS CRM

上传人:我**** 文档编号:183794940 上传时间:2021-06-15 格式:PPTX 页数:30 大小:1.87MB
返回 下载 相关 举报
[精选]SRS CRM_第1页
第1页 / 共30页
[精选]SRS CRM_第2页
第2页 / 共30页
[精选]SRS CRM_第3页
第3页 / 共30页
[精选]SRS CRM_第4页
第4页 / 共30页
[精选]SRS CRM_第5页
第5页 / 共30页
点击查看更多>>
资源描述

《[精选]SRS CRM》由会员分享,可在线阅读,更多相关《[精选]SRS CRM(30页珍藏版)》请在金锄头文库上搜索。

1、The SAS Solutions for CRM,Topics,CRM Market Customer Intelligence & the CRM Business Process CRM Architecture CRM Applications The SAS Solutions for CRM,2,What is CRM?,A shift in emphasis from: Mass to individual Product to customer Acquisition to retention Function to experience Shareholders to cus

2、tomers,A Strategic Initiative that enables a company to become customer centric. Key components include people, process and technology.,3,I dont have long term profitable relationships with my customers I am unable to identify my most valuable or highest potential customers I am not effectively crea

3、ting value and cross selling opportunities for these customers I have low customer retention and loyalty,CRM Business Problems,4,How Can SAS Help You?,Built on 25 years in customer analysis, the SAS Solutions for Customer Relationship Management provides the customer intelligence you need to maximiz

4、e the profitability of your customer relationships.,The SAS Solutions for CRM will help your company: 360 degree customer view Segment & Target your most Valuable Customers Analyze and Profile Continuously Learn,5,CRM Business Flow:The Role of Customer Intelligence,6,The Role of Customer Intelligenc

5、e:Strategic Focus,7,The Role of Customer Intelligence: Strategic Focus,Focus resources Focus investment Focus on right customer groups services products channels aspects of quality Customer base is an Asset Communicate objectives to the business,8,The Role of Customer Intelligence: Strategic Focus,H

6、ow is a customer defined? Who owns the customer? What are my key customer groups ? How much should I invest in different customer groups? What realistic targets should I set to ensure profitability? How much should I invest in my channels? - the internet? Best practice - who is recruiting the best c

7、ustomers?,What is the value of the customer asset?,How many of my top customers could I lose before taking a loss?,Would I know if a competitor was stealing my best customers ? Could I react appropriately?,Sample Questions,9,The Role of Customer Intelligence:Targeting & Positioning,10,The Role of Cu

8、stomer Intelligence: Targeting & Positioning,Customer profitability analysis Churn/retention analysis Customer behavior analysis Segmentation and targeting Customer profiling,Techniques,11,The Role of Customer Intelligence: Targeting & Positioning,How should my segments be defined? When should I sel

9、l? Which customers are likely to leave? Which customers are more likely to respond ? Which communication channel should I use? Whats the expected response rate? Which product combinations and product features do customers want?,Sample Questions,Which customers are good candidates for cross or up sel

10、ling?,What is the customer potential / life time value ?,Can I customize offerings based on needs, preferences and profitability?,12,The Role of Customer Intelligence:Operational Effectiveness,13,The Role of Customer Intelligence:Operational Effectiveness,Resource forecasting Demand forecasting Skil

11、ls profiling Service level setting Resource optimization Deployment of decision support information to the front office Deployment of information to the customer,Techniques,14,The Role of Customer Intelligence:Operational Effectiveness,What skills should be available? Am I achieving service levels?

12、How should I divide resources across customer groups? How should I divide resources across channels? What capacity should I purchase? Which service and channels are being used and by whom?,Can I effectively allocate resources based on customer value?,What resources should I allocate throughout the d

13、ay (and night)?,Best practice - who is delivering the best service?,Sample Questions,15,The Role of Customer IntelligenceLearning Focus,16,The Role of Customer Intelligence: Measurement,Life-time value Share of customer Retention / Attrition rates Length of relationship Cross-selling ratio Customer

14、profitability Customer value index Customer response rate,Sample Metrics,17,The Role of Customer Intelligence:Measurement,How satisfied are our customers with our product/service? How many customers do I have? Is the lifetime value (future potential) of my customer base going up or down? - by how mu

15、ch? Which sales/marketing channels are most effective? What was the response rate - How did it compare to target? How many times are my customers being contacted? Which customers are moving between segments? How many times has this customer contacted us?,How many new customers do I have?,What is the

16、 rate of customer defection?,What was the conversion rate - How did it compare to target?,Sample Questions,18,Customer Intelligence & The CRM Business Process,Strategic Focus,Targeting and positioning,Measurement,Operational Effectiveness,Place the customer at the centre of the decision making process,Right people, right channel, right time, right offer to build long term mutually beneficial relationships,Aligning investment and resources to market opportunities and requirements,Monitoring succe

展开阅读全文
相关资源
相关搜索

当前位置:首页 > 办公文档 > PPT模板库 > PPT素材/模板

电脑版 |金锄头文库版权所有
经营许可证:蜀ICP备13022795号 | 川公网安备 51140202000112号