A CRM Perspective

Group 10

Aniruddh ~ Gaurav B ~ Uphar ~ Sidhant ~ Anand~

Ritu~ Aditya

All logos are trademarks and copyrights , this presentation is made by students of SPJCM for educational purpose.

3M

200 countries

67,000 employees

Manufacturing, consumer products, health, security, transportation and telecommunications,

Universities, government, doctors and dentists

$16 billion diversified technology company

50,000 commercial and industrial products

Information…

How to integrate various divisions so that all do not reinvent the wheel?

How to let every customer know about every product that he / she might need ?

How to customize & Customerize 50,000 Products & Packaging

How to identify where products are selling and who is buying them ?

How to reach my customer – Email , Phone call ….

IS THERE MORE THAT I CAN DO….

People

Culture of innovation - 15 percent Rule

Customers, end users, suppliers,

distributors, financial institutions, and

government institutions

30 percent of each year’s sales must

come from products less than four years

Clients in 200 nations from B2B – B2C

Process

Getting Customer data right

Product selling model to a customer buying,

relationship-building business

Works closely with partners -Meet the distinct

needs of individual customers

Multiple sources of trading partner data-

redundancy and inconsistency in 3M’s data.

From database marketing to email mining to

real-time targeted marketing

360 Degree customer view

Global data base Customers

Global installed base of products

Marketing campaign & Cross Selling

Customer empowerment

Lead creation & tracking

Analytics - segment, target and

personalize

Technology – Seibel CRM

We've chosen Siebel due to its connectivity capabilities and the possibility of having On Demand, which reduces technology administration costs and increases productivity.”

Relationship management doesn’t mean the best relationship is the deepest. The best relationship is what a customer wants and what keeps the

customer loyal

THANK YOU