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Crm characteristics

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CRM Characteristics
CRM @ Work: 8 Characteristics ,[object Object],[object Object]
Direction Implement Source: Gartner Research Eight Building Blocks of CRM 1. CRM Vision: Leadership, Market Position, Value Proposition 2. CRM Stratégies: Objectives, Segments, Effective Interaction 3. Valued-Customer Experience Understand Requirements Monitor Expectations Satisfaction vs. Competition Act on Feedback Customer Communication 4. Organizational Collaboration Culture and Structure Customer Understanding People: Skills/Competencies Incentives/Compensation Internal Communications Partners and Suppliers 5. CRM Processes: Customer Life Cycle, Knowledge Management 6. CRM Information: Data, Analysis, Market Research 7. CRM Technology: Applications, IT Architecture 8. CRM Metrics: Value, Retention, Satisfaction, Loyalty, Cost to Serve
Integrated view of the Customer
MDM & ROI (implementation ranking depending g on the scale of easiest to hardest) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],ROI Technical Organization Source : Oracle & Gartner
Business Transformation Measuring actual ROI achieved
Gartner Maturity Model
 
Customer Experience
3 Important Differentiators
Business Model Architectural Model Operational Model ?

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Crm characteristics

  • 2.
  • 3. Direction Implement Source: Gartner Research Eight Building Blocks of CRM 1. CRM Vision: Leadership, Market Position, Value Proposition 2. CRM Stratégies: Objectives, Segments, Effective Interaction 3. Valued-Customer Experience Understand Requirements Monitor Expectations Satisfaction vs. Competition Act on Feedback Customer Communication 4. Organizational Collaboration Culture and Structure Customer Understanding People: Skills/Competencies Incentives/Compensation Internal Communications Partners and Suppliers 5. CRM Processes: Customer Life Cycle, Knowledge Management 6. CRM Information: Data, Analysis, Market Research 7. CRM Technology: Applications, IT Architecture 8. CRM Metrics: Value, Retention, Satisfaction, Loyalty, Cost to Serve
  • 4. Integrated view of the Customer
  • 5.
  • 6. Business Transformation Measuring actual ROI achieved
  • 8.  
  • 11. Business Model Architectural Model Operational Model ?