CRM的解决方案（英文）.ppt

TheSASSolutionsforCRM

TopicsCRMMarketCustomerIntelligencetheCRMBusinessProcessCRMArchitectureCRMApplicationsTheSASSolutionsforCRM2

WhatisCRM?

Ashiftinemphasisfrom:MasstoindividualProducttocustomerAcquisitiontoretentionFunctiontoexperienceShareholderstocustomers3

Idon’thavelongtermprofitablerelationshipswithmycustomersIamunabletoidentifymymostvaluableorhighestpotentialcustomersIamnoteffectivelycreatingvalueandcrosssellingopportunitiesforthesecustomersIhavelowcustomerretentionandloyaltyCRMBusinessProblems4

HowCanSASHelpYou?…Builton25yearsincustomeranalysis,theSASSolutionsforCustomerRelationshipManagementprovidesthecustomerintelligenceyouneedtomaximizetheprofitabilityofyourcustomerrelationships.5

CRMBusinessFlow:

TheRoleofCustomerIntelligence6

TheRoleofCustomerIntelligence:

StrategicFocus7

TheRoleofCustomer

Intelligence:StrategicFocusFocusresourcesFocusinvestmentFocusonrightcustomergroupsservicesproductschannelsaspectsofqualityCustomerbaseisanAssetCommunicateobjectivestothebusiness8

TheRoleofCustomerIntelligence:StrategicFocusHowisacustomerdefined?Whoownsthecustomer?Whataremykeycustomergroups?HowmuchshouldIinvestindifferentcustomergroups?WhatrealistictargetsshouldIsettoensureprofitability?HowmuchshouldIinvestinmychannels?-theinternet?Bestpractice-whoisrecruitingthebestcustomers?Whatisthevalueofthecustomerasset?HowmanyofmytopcustomerscouldIlosebeforetakingaloss?SampleQuestions9

TheRoleofCustomerIntelligence:

TargetingPositioning10

TheRoleofCustomerIntelligence:TargetingPositioningCustomerprofitabilityanalysisChurn/retentionanalysisCustomerbehavioranalysisSegmentationandtargetingCustomerprofilingTechniques11

TheRoleofCustomerIntelligence:TargetingPositioningSampleQuestionsWhichcustomersaregoodcandidatesforcrosso