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CRM |
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SIEBEL
Customer Relationship Management CRM is a comprehensive solution that provides seamless coordination between all customer-facing functions by integrating people, process and technology to maximize relationships with all customers. CRM breaks through the traditional boundaries separating sales, marketing, service, IT and other functional areas. An overall, flexible enterprise architecture plan is required to enable seamless integration of CRM systems, as well as the alignment of ''e'' and traditional channels into hybrid technology systems.
Most of the CRM applications cover the following business functions:
- Sales are a multi-channel selling system that relies on a combination of field sales, retail, partners, call centers and electronic channels. The goal is to make the customer the focus of sales efforts by integrating customer needs into channel and product strategies via forecasting, push support, up-selling, personalization; and by embedding service into products using networked sensors, microprocessor intelligence and wireless communication.
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Marketing consists of corporate branding, customer acquisition and customer retention and customer loyalty programs. Marketing now involves blending online and off-line media channels, and leveraging Internet-acquired customer information with marketing automation to drive the B2C and B2B selling processes.
Customer Contact Center :
The customer contact center integrates customer touch-points and provides service through one multi-channel gateway. The forms of Customer Contact Center encompass help desk, a call center, or on-line support via email or chat.
eCRM is not simply electronic CRM. eCRM is customer management for e-Businesses that must confront the complexity of managing sophisticated customers and business partners in a variety of media including: online and offline media, personal contact, and more automated and electronic forms of communication.
Mobile technology and Field Force Automation (FFA) are integral components of any new CRM implementation. Mobile technology allows field sales, support and service personnel to access critical customer and company information, send and retrieve data, and interact with colleagues and customers. New applications will give birth to innovative customer-facing sales and service channels. Mobile wireless devices connecting CRM and FFA applications ensure that information is always up-to-date and available to mobile workers.
Market Analytics / Business Intelligence (BI) is the intersection of the needs of the business and the available information necessary to make the best business decisions. BI information sources include the internet, the extranet, the intranet, On Line Transaction Processing systems (OLTP), Operational Data Stores (ODs), Data Warehouses (DW), Data Marts (DM), Analytical Applications (AA),Data Mining Applications, Statistical Analysis Applications, Predictive Modeling Applications, Reporting Systems, and Data Islands.
It is very critical that CRM initiatives must be carefully planned, implemented and monitored, or the results may be very different and the outcome less desirable than expected.
We understand not only the technology solutions, but also the business strategies and customer strategies that will allow you to achieve your goals including:
- Increased sales
- Decreased costs
- Improved retention
- Improved customer relations
The success or failure of a CRM solution will depend on how clearly your goals and objectives are defined. Our experienced team will evaluate and design a CRM solution architecture that best suits your business needs and the team will build a road map for implementation by conducting ROI analysis.
The analysis includes:
- Identifying a CRM strategy linked to your overall business strategy
- Performing Scope Assessment to clearly define the time, cost, and resources required for a given project. Laconia Associates will help you identify business critical CRM processes and their boundaries and prioritize efforts against your business objectives
Performing customer segmentation and needs analysis
- Developing of a Proof of Concept and a CRM Technology Architecture that facilitate a smooth deployment process and maximum business benefit.
- Preparing of an Implementation Roadmap and a Project Management Plan with sufficient process checkpoints to ensure smooth progress and a successful finish of the project.
- Performing ROI assessment to ensure thatthere is no mismatch in expectations and results
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