CRM as a Service
For Customers in the Cloud
2
• Innovation• Flexibility
and proactivity
• CustomerInside• For our
Customerwith the Customer
ALWAYS TOGETHER
LOOKING FORWARD
KNOWLEDGE & EXPERTISE
Customer
Our mission:
to help our customer identify, define, design and deliver the best CRM strategy,
in terms of
processes, organization and technology,
through
Innovative CRM services able to target customer admiration
Customer Relationship Management
3
SALES
Sales Force AutomationContact MgmtOpportunity MgmtAccounts MgmtForecastingSales Pipeline
Sales ConfigurationLead ManagementOrder Management
Price Optimization and MgmtSales Incentive Compensation Mgmt
Sales Performance MgmtSales AnalyticsSales Rep Surveys
Social CRMSocial Networks for Sales
eCommerceWeb StorefrontCataloguePricingInventorySales Partner MgmtUser Experience Surveys
SERVICE
CRM Customer Service Contact Centres Desktop ProductivityTrouble Ticketing/Case Mgmt
Workforce OptimizationE-LearningQ/A MonitoringWorkforce MgmtCall Centre Performance MgmtInteraction AnalyticsContact Centre Planning
eServiceKnowledge Base for Self-ServiceE-Mail Response MgmtWeb ChatCollaborative BrowsingCall me backVirtual AssistantsSMS/Multi-modal CommunicationsUnified Communications
Contact Centre InfrastructureCustomer Service Analytics
Field Force OptimizationWireless Mobility
Social CRMSocial & Community Knowledge MgmtCommunity MgmtCrowdsourcingCollaboration
MARKETING
Multichannel Campaign MgmtLead MgmtSegmentationCommunity MarketingWeb AnalyticsPredictive AnalyticsPreference MgmtEvent TriggeringReal-Time RecommendDialogue MgmtCampaign Optimization
Marketing Resource MgmtMarketing Performance Mgmt
Enterprise Marketing Mgmt Loyalty MgmtPartner Marketing
Social CRMSocial Media MonitoringCommunity Text MiningReputation MgmtProduct ReviewsVoting SystemsSocial/Community Surveys Polls
CROSS FUNCTIONALCustomer Analytics
Web IntelligenceCustomer Value AnalysisCustomer Data MiningReal-Time DecisioningText MiningSurvey AnalyticsCompetitive Analysis
CRM Practice
4
• Continuous review of companies’ strategies, plans and budgets
• Fine-grained planning and control models• The past will not come back … every day is new
Source: NetConsultingCompanies have to operate in a ‘new normality’
New customer evolution is driven by
• Dramatic changes in online communication• Changing consumer habits due to evolution of the Internet
Strong awareness through:Communication, information exchange, collaboration
The New Competitive Context
5
Market and Customer Evolution
Consumer Business
KnowledgeGrowth and improvement
React to the competitionIncreasing customer loyalty, brand presence
Partnership increase and growth
6
Building 360º Customer Knowledge
Internal communities Internet
Customer knowledge to drive business strategiesCustomer experience and insight
Internal community a new added value for strategies
Customer 360° New Paradigm Customer Admiration
CRM Fundamental core
People Objectives
Strategies Tools
Listen to …..
Web RadioBlogs
PodcastMedia sharing
WidgetsSimulation
Blog comments/ responses
Talk
Communicate
Collaborate
Community
Involve
ConnectTwitterSMS
Social networks
WikiMash-ups
User-generated content
Created by allCommon interests
Social Media: Learning and Knowing
Deliver excellence to the customer, putting the customer’s experience first
• Evolving towards a service-oriented approach in order to build quickly and interactively, targeting aready-to-use flexibility
• Easy way to approach and deliver (time to market), improving continuously to drive and supportcompanies’ processes and CRM changes, finding out quick and effective answers
• Market/process tailoring
• Businesspeople as drivers of change
• Structured and unstructured data combination
TimeGo Live
~ 6 Weeks
Value to CustomerRisk
RO
I6 month
Breakeven
On Demand
Time
RO
I
Time
27 monthBreakeven
Sou
rce:
Gar
tner
, Cus
tom
er
Sur
veys
On Premise
Risk
Go Live~ 12 Months
The New CRM Era
Our aim is to give an appropriate answer to CRM evolution needs through services based on the new SAAS paradigm
CRM organizations stay focused on business objectives, while we support them in identifying and building processes and tailored solutions to be applied as a SERVICE
SAAS (Software as a Service) for CRM – key advantages:
• Low cost of entry and lower total cost of ownership (TCO) – reduced capital outlay
• Much lower risk – faster implementation and outsourced expertise dramatically lower the risks involved
• A more powerful and secure IT infrastructure
CRM as a Service: the Answer
SAAS Paradigm
Rapid Market Evolution Adoption and TCO
How?
Why?
Proposition
We provide CRM Solutions and
Data Services based on the SAAS paradigm
Consulting activities are the enablers and drivers of innovative
services in line with business needs and expectations
Proposition
An appropriate definition of CRM enables an efficient, effective and caringrelationship with customers to increase sales
4cust Reply’s consultants cooperate with customersto define and apply the proper strategy, methodology and technology to reachgoals
What – Consulting Approach
SAAS
Advice
Identify Constraints&
Alternatives
Plan next phases Drive
DesignDevelop & Test
Deploy
What – CRM Solution Approach
REPLY CHALLENGE
Blogs – Forums – Social Networks
Market analysts
Institutional association
Real-timemonitoring
Semanticanalysis
Customersentiment
Competitor analysis
New information
BusinessDecision
• Public sources• Specialized sources
DataGathering
• External data• Internal data• Business
contextualizationAnalysis
•Internal & External results•Synthesis of main topics
Presentation
MarketResearch
Business Knowledge
What – Data Services Approach
Discovery
DesignUse
Refine
Sales
Support
Marketing
CRM• Expertise
• Practice
• Skills
• Strong partnership and collaboration to ensure the best service to our customers
• Many certified professionals in the technical and business areas
• Agile Project Methodology based on the Cloud Approach
CRM On Demand
How – 4Cust Reply Partnership and Competence