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TheSASSolutionsforCRM 2 Topics CRMMarketCustomerIntelligence theCRMBusinessProcessCRMArchitectureCRMApplicationsTheSASSolutionsforCRM 3 WhatisCRM Ashiftinemphasisfrom MasstoindividualProducttocustomerAcquisitiontoretentionFunctiontoexperienceShareholderstocustomers AStrategicInitiativethatenablesacompanytobecomecustomercentric Keycomponentsincludepeople processandtechnology 4 Idon thavelongtermprofitablerelationshipswithmycustomersIamunabletoidentifymymostvaluableorhighestpotentialcustomersIamnoteffectivelycreatingvalueandcrosssellingopportunitiesforthesecustomersIhavelowcustomerretentionandloyalty CRMBusinessProblems 5 HowCanSASHelpYou Builton25yearsincustomeranalysis theSASSolutionsforCustomerRelationshipManagementprovidesthecustomerintelligenceyouneedtomaximizetheprofitabilityofyourcustomerrelationships TheSASSolutionsforCRMwillhelpyourcompany 360degreecustomerviewSegment TargetyourmostValuableCustomersAnalyzeandProfileContinuouslyLearn 6 CRMBusinessFlow TheRoleofCustomerIntelligence 7 TheRoleofCustomerIntelligence StrategicFocus 8 TheRoleofCustomerIntelligence StrategicFocus FocusresourcesFocusinvestmentFocusonrightcustomergroupsservicesproductschannelsaspectsofqualityCustomerbaseisanAssetCommunicateobjectivestothebusiness 9 TheRoleofCustomerIntelligence StrategicFocus Howisacustomerdefined Whoownsthecustomer Whataremykeycustomergroups HowmuchshouldIinvestindifferentcustomergroups WhatrealistictargetsshouldIsettoensureprofitability HowmuchshouldIinvestinmychannels theinternet Bestpractice whoisrecruitingthebestcustomers Whatisthevalueofthecustomerasset HowmanyofmytopcustomerscouldIlosebeforetakingaloss WouldIknowifacompetitorwasstealingmybestcustomers CouldIreactappropriately SampleQuestions 10 TheRoleofCustomerIntelligence Targeting Positioning 11 TheRoleofCustomerIntelligence Targeting Positioning CustomerprofitabilityanalysisChurn retentionanalysisCustomerbehavioranalysisSegmentationandtargetingCustomerprofiling Techniques 12 TheRoleofCustomerIntelligence Targeting Positioning Howshouldmysegmentsbedefined WhenshouldIsell Whichcustomersarelikelytoleave Whichcustomersaremorelikelytorespond WhichcommunicationchannelshouldIuse What stheexpectedresponserate Whichproductcombinationsandproductfeaturesdocustomerswant SampleQuestions Whichcustomersaregoodcandidatesforcrossorupselling Whatisthecustomerpotential lifetimevalue CanIcustomizeofferingsbasedonneeds preferencesandprofitability 13 TheRoleofCustomerIntelligence OperationalEffectiveness 14 TheRoleofCustomerIntelligence OperationalEffectiveness ResourceforecastingDemandforecastingSkillsprofilingServicelevelsettingResourceoptimizationDeploymentofdecisionsupportinformationtothefrontofficeDeploymentofinformationtothecustomer Techniques 15 TheRoleofCustomerIntelligence OperationalEffectiveness Whatskillsshouldbeavailable AmIachievingservicelevels HowshouldIdivideresourcesacrosscustomergroups HowshouldIdivideresourcesacrosschannels WhatcapacityshouldIpurchase Whichserviceandchannelsarebeingusedandbywhom CanIeffectivelyallocateresourcesbasedoncustomervalue WhatresourcesshouldIallocatethroughouttheday andnight Bestpractice whoisdeliveringthebestservice SampleQuestions 16 TheRoleofCustomerIntelligenceLearningFocus 17 TheRoleofCustomerIntelligence Measurement Life timevalueShareofcustomerRetention AttritionratesLengthofrelationshipCross sellingratioCustomerprofitabilityCustomervalueindexCustomerresponserate SampleMetrics 18 TheRoleofCustomerIntelligence Measurement Howsatisfiedareourcustomerswithourproduct service HowmanycustomersdoIhave Isthelifetimevalue futurepotential ofmycustomerbasegoingupordown byhowmuch Whichsales marketingchannelsaremosteffective Whatwastheresponserate Howdiditcomparetotarget Howmanytimesaremycustomersbeingcontacted Whichcustomersaremovingbetweensegments Howmanytimeshasthiscustomercontactedus HowmanynewcustomersdoIhave Whatistherateofcustomerdefection Whatwastheconversionrate Howdiditcomparetotarget SampleQuestions 19 CustomerIntelligence TheCRMBusinessProcess StrategicFocus Targetingandpositioning Measurement OperationalEffectiveness Placethecustomeratthecentreofthedecisionmakingprocess Rightpeople rightchannel righttime rightoffertobuildlongtermmutuallybeneficialrelationships Aligninginvestmentandresourcestomarketopportunitiesandrequirements Monitoringsuccessandreportingbacktothebusinesstocreateanagilelearningenterprise Doingthingsright deployingresourcetomatchcustomerdemandandvalue 20 CRMBusinessFlow TheRoleofCustomerIntelligence Aligninginvestmentandresourcestomarketopportunitiesandrequirements Rightpeople rightchannel righttime rightoffertobuildlongtermmutuallybeneficialrelationships Placethecustomeratthecentreofthedecisionmakingprocess Doingthingsright deployingresourcetomatchcustomerdemandandvalue Monitoringsuccessandreportingbacktothebusinesstocreateanagilelearningenterprise 21 SASCRMSolutionArchitecture 22 SASCRMSolutionArchitecture 23 SASCRMSolutionArchitecture 24 SASCRMSolutionArchitecture 25 CRMApplicationSpace 26 TheSASSolutionsforCRM TheSASSolutionforEnterpriseMarketingAutomationeCRM TheSASSolutionforeCRMAnalyticalCRMSolutionsbyIndustry 27 WhySAS Provenexperiencethrough25yearsofprovidinginsightsintocustomerbehaviorTrustworthinessandstability 98oftheFortune100companiesuseSASAwardwinningtechnologyProvenabilitytointegrateinformationfromallelectronicandtraditionalchannelsScalable opensolutions 28 WhatPeopleareSayingaboutSAS SAShas broughttomarketasolutionsportfoliothatismorethoroughthanmostothersonthemarket DatamonitorbelievesthatSASInstituteisextremelywellpositionedtoexploittheanticipatedgrowthintheAnalyticalCRMmarketasthefirm sabilitytobringtomarketacomprehensiveandorganicsuiteofanalyticaltoolsisunrivaled Datamonitor MarketAnalysisExperts SASprovidesusw
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