经典客户关管理（英文PPT105页）.ppt

1、Discussion_Paper_SAG.ppt,Roland Berger Roland Berger perhaps additional software for a connection to ERP systems,Group companies,Connection directly to the companies ERP system,Required technology infrastructure,Source: Roland Berger interactive effects;special features, .),additional software appli

2、cations (e.g. content management software, log file analysis tools, .),E-commerce software,Procurement software,Market place software,E-commerce software,IT system integration (data migration, interfaces management, .),IT infrastructure and Internet access (hardware, databases, web hosting, .),Conne

3、ction via interface database,Discussion_Paper_SAG.ppt,E-commerce at the front-end means marketing, selling, and interactive customer relationship management,1) Depending on country regulations,front end e-commerce,Selling,Marketing,CRM,OTC-commerce Internet pharmacies Claim management with health in

4、surance and HMOs1) New organization of sales force E-detailing of drugs to doctors in practice and hospital Electronic prescription writing Online product information (e.g. epocrates),Ads on other webpages Link mangement on the web Increase of patient compliance,Doctors (practices, hospital) Patient

5、s (severe, chronic, OTC, prevention) Hospital purchasers/pharmacist Paymasters, healthcare officials,Indirect product marketing through content sites Info sites, electornic brochures, permission marketing Cost reduction in medicalcommunication Bi-directional flow of information/steady marketing effo

6、rt toward clients,Build up relationship to:,“Build your community,Source: Roland Berger to which conditions?,Content sources and management,Where does the content come from and how is it managed/updated?,Source: Roland Berger direct contact to call center,- Portal content features -,Source: Roland B

7、erger & Partners,Discussion_Paper_SAG.ppt,The business concept represents the basis for a concrete IT-concept,Business concept,Know-how,IT concept,1.Total architecture 1.1Development platform 1.2Runtime environment 1.3Web- and application server 1.4Security/firewall 1.5Mail server and API 1.6Relevan

8、t legacy systems 1.7Host/mainframe 2.Data model 2.1Relevant legacy systems 2.2Platforms, formats 2.3Data model specifications 2.4Extraction components 2.5Persistence 3.Provider concept 3.1Administration 3.2Access administration 3.3Training/train the trainer 4.Proof of concept 4.1Functional blocks an

9、d extent 5.,CRM-Strategy,Strategy ,Source: Roland Berger & Partners,Discussion_Paper_SAG.ppt,The Internet platform needs to have different kinds of interfaces in order to connect its partners and customers,Schematic,Source: Roland Berger & Partners,Homepage,Internet,Webserver,Database,Interfaces to

10、partners and customers,Firewalls,Interface 1,Interface 2,Interface 3,Logistics provider: Exchange of order data,Content provider: Set up and main-tenance of content,Key customers: Electronic product ordering, billing etc., connection to ERP systems,Discussion_Paper_SAG.ppt,Several technological succ

11、ess factors have been identified and shall be obeyed,Source: Roland Berger & Partners,Technological success factors,Security,Firewalls need to be installed A sophisticated access authority concept with various security levels is required Each customer needsonly one password,Intuitive and simple stru

12、cture of the pages in order to make navigation more easily and to increase speed of page loading,Various interfaces (between group companies, customers, logistics providers) need to be installed data exchange should be possible in both directions,Platform architecture needs to be modular in order to

13、 be able to connect further applications/modules in the future,Systems should be available on a 100% basis,Scale of the system needs to be set up to cope with extensive growth of the amount of data,User friendliness,Scalability,Interconnectivity,Architecture,Reliability,Discussion_Paper_SAG.ppt,E.2.

14、 The call-center as a supporting CRM tool,Discussion_Paper_SAG.ppt,The call center solution to be implemented must be oriented towards the cross-corporation, call center-specific demands of suppliers,Call center solution,Cross-corporation demands,Call center-specificdemands,Supplierdemands,Strategic

15、 objectives,Securing/expanding the market position Increasing the revolving ratio Expanding new business Raising productivity Securing/enhancing profitability Reducing internal cost structures,Source: Roland Berger & Partners,Discussion_Paper_SAG.ppt,The cross-corporation demands are clarified by me

16、ans of qualitative and quantitative targets,Cross-corporation demands,Qualitative objectives,Quantitative objectives,Motivated staff,Longer opening times,Attaining maximum availability levels,Quick and uncom-plicated processing,Controlling via stan-dardized reports,Process optimization,More efficien

17、t processing,Image advantages,Raising customer satisfaction,Raising customer retention (revolving),Raising productivity,Cutting costs,Retaining/increasing market share,Retaining/increasing sales,Source: Roland Berger & Partners,Discussion_Paper_SAG.ppt,Several requirements for technology solution an

18、d supplier must be taken into account,Source: Roland Berger & Partners-analysis,Call center-specific demands,Customer Account & Contact Manage-ment,Market research tools,Sales force control,Workflow-/Messaging Services,Servicemanagement,ERP-integration,24h support/remote diagnosis,Power Dealing conn

19、ection/CTI connectivity,Skill based routing,Reliability,Supplier-specific demands,Broad experience and competence in telecommunications,Excellent reference cases,Integrated solutions/one-stop-shopping,Individual taylorized concepts,Innovative technology and outstanding market position,Safety of inve

20、stments,Good price-cost-ratio,Discussion_Paper_SAG.ppt,Having a powerful, high-tech telephone system is one of the prerequisites for a professional service center,Customers,ALD,Technical imperatives,Customer in Hamburg,Customer in Munich,Customer in Leipzig,ALD,TeamNorth,Team North,Team North,Team N

21、orth,Customeradvice,IT CT/support,Contact, usually with the name of a specific person,Allocated,Call/request is processed,ACD Equipment (Automatic Call Distribution) CTI (Computer Telephone Integration Voice mail E-mail, Internet suitability Fax on demand Optional: Interactive Voice Response Unit,Pr

22、oject example,Source: Roland Berger & Partners,Discussion_Paper_SAG.ppt,Roland Berger & Partners have broad experience in preparing the client managements decision through a comprehensive evaluation process,Evalua-tion process,Prelimin-ary infor-mationand informal visit to CC1) (e.g.Deut-scher Inkas

23、so-dienst, Deutsche Bauspar),Initialrough selection from among all suppliers active on the market,Evaluation of support possibili-ties for selection via tele- data,Generation of a catalog of criteria for evaluating suppliers,Grading of suppliers according to a uniform catalog of criteria,Evaluation

24、of suppliers via the documents submitted, the pres-entation, and the individual price list,RB&Pprovides manage-ment with a paper to aid the decision-making process,Suppliers involved,Compila-tion and request for tenders,Alcatel Dt. Telekom Lucent Tech. Nortel Dasa Micrologica Siemens,Alcatel Lucent

25、Tech. Nortel Dasa,Three suppliers are invited to give their presenta-tion,Proposals submitted,Presentation,Parti-cipants,ALD, RB&P,RB&P,ALD, RB&P,ALD, RB&P,RB&P,1) CC = Call center,?,Project example,Source: Roland Berger & Partners,Discussion_Paper_SAG.ppt,The dual selection procedure allowed Roland

26、 Berger & Partners to recommend cooperation with Lucent Technologies for implementation of ALDs CC solution,Proposals submitted,Initialselection process,Invitation to presentation,Secondary selection process,Alcatel,LucentTechnologies,Siemens,DeutscheTelekom,Nortel Dasa,Micrologica,Interactivelydeve

27、lopedcatalog ofcriteria,Alcatel,LucentTechnologies,Nortel Dasa,Presentation,Lucent Technologies,RB&Precommendation,Individual price lists,Individual interviews,Assumptions,Interactively developed catalog of criteria Criteria are given different weighting under considerations of ALD-specific aspects

28、Consideration of critical systems requirements, of company profile and of the technical and/or realization concept Grading of the different suppliers,Subsequent analysis of suppliers strengths and weaknesses Analysis of presentation documents Analysis of individual price lists Evaluation of individu

29、al interviews Preconditions: Reduction of software/hardware and maintenance costs,Project example,Source: Roland Berger & Partners,Discussion_Paper_SAG.ppt,A board range of software solutions could be used for technology enabled selling,Examples,Source: Roland Berger & Partners-analysis,Abalon Broad

30、way & Seymor Clarity Chordiant,Corepoint Pegasystems Onyx Siebel,Allegis Partnerware Channel Ware Webridge,Channel Partner Systems,Contact SW, Telesales, Telemarketing,Vantive,Clarity Chadiant Corepoint Quintus,Siebel Vantive Natural Microsystems,Call Center Applications,Micrologica Bendata Tetel,Br

31、oadvision Microsoft Art Technology Engage Technology,Interactive Marketing Software,Genesys Aptex Aditi Brightware,E-Mail Response Management,E-Queue Ergotech General Interactive Kana,Mustang,Discussion_Paper_SAG.ppt,The requirements of the service personnel are derived from the target standards set

32、 for the service center,Requirements for service personnel,Targets,Definition of service levels andproductivity standards,Basis for staff/team target discussions,Transfer of staff/team targets to operative business,Productivitytargets, etc.,Service targets,Measuring target achievement levels Computer-based evaluation Customer survey Benchmarks,Feedback loopfor annualinterviews todiscuss targets,Excellent specialist k