CRM Overview. Redefining Customer Service: Turning Relationships to Revenue. Orion Consulting, Inc.

Transcription

1 CRM Overview Redefining Customer Service: Turning Relationships to Revenue

2 CRM Overview Key Business Problems What is CRM? What Does Oracle Offer How Do I Get Started Questions

3 Customer Pains Sorry Please repeat your account number... I don t have that information on your other account... I m not aware that you had trouble with this before... I m not sure who quoted you that rate... I don t have the information you need, please call our other toll free customer service number... I m going to have to have someone call you back... Do you know who you spoke to last time?

4 Common CRM Issues u Low response to Direct Mail Campaigns u Multiple Customer Databases u No Real Time Communication Between Sales and Customer Service u Service calls not used as sales opportunities u Timely Reporting to Manage Business

5 Churn: What Drives Customers Away? Call Center Example 45% 5% Poor Service Other 15% Better Product Lack of Attention Cheaper Product 15% 20% Causes: þ Poor service þ Lack of attention þ Little or no customer knowledge Identification: 1. Length of call 2. Time in queue 3. Multiple calls for same problem 4. What channel? , Fax, Phone? Source: The Call Center Newsletter 6/29/98

6 What do customers care about? u Who they are u How they are contacting you (call, , web) u When and why they ve called before u What products they have u Any contracts they have with you u Service issues and prior complaints u How long they ve been a customer u How valuable they are to your business u What else might they be interested in

7 Customer Service Evolution CUSTOMER CARE: Strategy Hot Spots Customer Satisfaction CUSTOMER SERVICE: Cost Center Fix Problems Extend Shop Floor Accounted as a Cost CUSTOMER SERVICE: Profit Center A Separate Business Revenue Generation P&L Statement Services; Big Money Focus On Efficiency Growth Business Strategy Customer Behavior Identify New Needs New Offerings Focus on Customer Penetration Relationship Management 1960 to to and Beyond

8 Customer Service Goals Identify profitable customers Retain profitable customers Reduce servicing costs Handle diverse customer needs Convert service issues to revenue opportunities

9 CRM Overview Key Business Problems What is CRM? What Does Oracle Offer How Do I Get Started Questions

10 CRM Defined u Customer Relationship Management Customer centric business philosophy enabled by a component architecture and focused use of business intelligence capabilities. Process for acquisition, deployment, and integration of knowledge about customers for companies to sell more of their services or products.

11 CRM Business Areas Marketing Sales Service Campaign Management Tele Marketing Promotions Mailings Contact Management Field Sales Devices Forecasting Compensation Call Center Service Dispatch Tele Sales Order Fulfillment

12 CRM Cycle Sell Over the Web On the Phone Face to Face Sales Marketing Prospect Get a Lead Service Support Customers In same way you sell

13 CRM Goals u Marketing Effectiveness 1:1 Marketing Industry and customer focused campaigns Treating different customers differently Build better products and services based on customer feedback and history u MINIMIZE Complexity of Technology Make it easier to do business with you Create multiple ways to transact with your company

14 CRM Benefits u Sell More u Increase Profit u Reduce Costs u Keep Customers u Reduce Cost of Obtaining New Customers u Maximizing Knowledge of Customers

15 Growing at 50% Annually CRM Market (Projected) Total $ (Billion)

16 CRM Market u Key Players Siebel n $460 Million - 20% of all CRM sales in 1998 Oracle n $398 Million in % increase over 1998 Clarify Trilogy Peoplesoft\Vantive Siebel Has 117 CRM Modules

17 Marketing - Oracle - Valex - Epiphany - Rubric - Paragen - Prime Response Sales - Oracle - Siebel - Onyx - Vantive - Trilogy CRM Market By Business Area Service - Oracle - Vantive - Clarify - Astea - Siebel - RTS Software - Square - Baan/Aurum Billers - Keenan - Saville - LHS - CBIS - ADOCs ERP Vendors -Oracle - PeopleSoft -J.D. Edwards - Baan/Aurum CTI - Oracle - Genesys - Dialogics - Melita / Davox - ACD vendors - IBM - Lucent - Graham Tech. Configuration - Oracle - Trilogy - Calico - Siebel - Baan/Aurum ecommerce - Broadvision - OpenMarket - IBM - Netscape - Intershoppe - Microsoft Self-service - Oracle - egain - Kana - Brightware

18 CRM Overview Key Business Problems What is CRM? What Does Oracle Offer How Do I Get Started Questions

19 Oracle CRM 11i Marketing - Marketing Sales - Sales Online - TeleSales - Mobile Sales - Sales Compensation - Order Capture Call Center - Oracle Telephony Manager - Advanced Inbound - Advanced Outbound - Scripting - 1:1 Fulfillment Service - Customer Care - Support - Contracts - Field Service - Mobile Field Service - Spares Management - Scheduler - Depot Repair - Collections Business Intelligence - Marketing Intelligence - Sales Intelligence - Call Center Intelligence - Customer Intelligence Integration - SAP R3 - Legacy Gateways for CC Portals & e-commerce - imarketing - istore - isupport - ibill & Pay - ipayment - icenter

20 Why invest in Oracle CRM? u CRM is key Oracle focus u Differentiators Front Office/Back Office Integration Breadth of CRM Offering Unified Customer Channels, Customer Intelligence and 1:1 Relationships u Demonstrated growth

21 CRM Overview Key Business Problems What is CRM? What Does Oracle Offer How Do I Get Started Questions

22 How Do I Get Started? u CRM Assessment Define the need within your organization u CRM Package Selection Identify the right tools for you u Implementation Find the right partner to assist you to ensure success Follow a proven methodology u Continual Improvement Constantly look to improve

23 CRM Overview Key Business Problems What is CRM? What Does Oracle Offer How Do I Get Started Questions

24 QUESTIONS?? For more information contact: Mary Cheasick Mary Wagner Christine Henseler