1 / 13

CRM: In Quest of The Question

CRM: In Quest of The Question. Tomi Dolenc, Damjan Harisch Arnes. The Answer is 42. We want to deal(communicate) with our customers in an efficient and professional manner At any time, we need to know who they are, what they’re up to and what’s on the agenda . Translates to:.

roch
Download Presentation

CRM: In Quest of The Question

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. CRM: In Quest of The Question Tomi Dolenc, Damjan Harisch Arnes

  2. The Answer is 42 • We want to deal(communicate) with our customers in an efficient and professional manner • At any time, we need to know who they are, what they’re up to and what’s on the agenda

  3. Translates to: • Customer details • Contact person(s); their role • Services • History • (communication) plan • A mesh of data/relations • We simply want to keep them simple 

  4. Now, How? • It seems we need to Manage our Relations with the Customer • Everybody has his own preferred model • There are tools/processes in place • One Tool that binds them all? • Strong desire to KISS

  5. Where are we standing? • Loosely connected info/tools for user adiminstration, ticketing (support) and providing services • Several propositions; Great Unifying Theory; never properly implemented • Coming: “Member’s Portal” (dashboard) • Communication: own set of issues, poorly managed info, new contacts (people)

  6. Comm Dept: what do we want? • Manage our simple info, VIPs, track events, communication history • Make use of existing info • Rely on what’s there • Pick a tool? • Connect to the dashboard(?!) • Hope it can prove useful for others, too

  7. Problems Information: • Where? • How? • Up to date? • Accuracy • Transparency

  8. Problems Communication: • Users • Inside the organization • History

  9. Problems Working process: • Overview • Who? • „Forgetting“

  10. Benefits • Transparency • Reporting • Focus – using information • Procedures • Save time (costs) • Reminding

  11. Data is everywhere • Central data base • Excel tables • Public • Private • Wiki • Member’s Portal” (dashboard)

  12. Where/how to start? • Approach • Complete CRM • Inside out • Tool • Own development • Market

  13. Fears • Time and money • People • Bad specifications • Not what we want • Reluctance to use • Flexibility / scalability

More Related