CRM as a Service. For Customers in the Cloud

CRM as a Service

2

• Innovation • Flexibility

and

proactivity

• Customer Inside • For our

Customer with the Customer

ALWAYS TOGETHER

LOOKING FORWARD KNOWLEDGE

& EXPERTISE

Customer Our mission:

to help our customer identify, define, design and deliver the

best CRM strategy,

in terms of

processes, organization and technology,

through

Innovative CRM services able

to target customer admiration

3

SALES

Sales Force Automation

Contact Mgmt Opportunity Mgmt Accounts Mgmt Forecasting Sales Pipeline Sales Configuration Lead Management Order Management

Price Optimization and Mgmt Sales Incentive Compensation Mgmt

Sales Performance Mgmt Sales Analytics

Sales Rep Surveys

Social CRM

Social Networks for Sales

eCommerce

Web Storefront Catalogue Pricing Inventory

Sales Partner Mgmt User Experience Surveys

SERVICE

CRM Customer Service Contact Centres

Desktop Productivity

Trouble Ticketing/Case Mgmt

Workforce Optimization

E-Learning Q/A Monitoring Workforce Mgmt

Call Centre Performance Mgmt Interaction Analytics

Contact Centre Planning

eService

Knowledge Base for Self-Service E-Mail Response Mgmt

Web Chat

Collaborative Browsing Call me back

Virtual Assistants

SMS/Multi-modal Communications Unified Communications

Contact Centre Infrastructure

Customer Service Analytics

Field Force Optimization

Wireless Mobility

Social CRM

Social & Community Knowledge Mgmt

Community Mgmt Crowdsourcing Collaboration MARKETING

Multichannel Campaign Mgmt

Lead Mgmt Segmentation Community Marketing Web Analytics Predictive Analytics Preference Mgmt Event Triggering Real-Time Recommend Dialogue Mgmt Campaign Optimization

Marketing Resource Mgmt

Marketing Performance Mgmt

Enterprise Marketing Mgmt

Loyalty Mgmt Partner Marketing

Social CRM

Social Media Monitoring Community Text Mining Reputation Mgmt Product Reviews Voting Systems Social/Community Surveys Polls CROSS FUNCTIONAL Customer Analytics Web Intelligence

Customer Value Analysis Customer Data Mining Real-Time Decisioning Text Mining

Survey Analytics Competitive Analysis

4

• Continuous review of companies’ strategies, plans and budgets

• Fine-grained planning and control models

• The past will not come back … every day is new

Source: NetConsulting Companies have to operate in a ‘new normality’

New customer evolution is driven by

•

•

Strong awareness through:

Communication, information exchange, collaboration

The New Competitive Context

5

Market and Customer Evolution

Consumer

Business

Knowledge

Growth and improvement

React to the competition

Increasing customer loyalty, brand presence

6

Building 360º Customer Knowledge

Internal communities

_Internet

Customer knowledge to drive business strategies Customer experience and insight

Internal community a new added value for strategies

Customer 360

°

New Paradigm

ÍÎ

Customer Admiration

CRM

People

Objectives

Strategies

Tools

Listen to …..

Web Radio Blogs Podcast Media sharing

Widgets Simulation Blog comments

/ responses Talk

Communicate

Collaborate Community

Involve

Connect

Twitter SMS

Social networks Wiki Mash-ups User-generated

content Created by all

Common interests

Deliver excellence to the customer, putting the customer’s experience first

• Evolving towards a service-oriented approach in order to build quickly and interactively, targeting a

ready-to-use flexibility

• Easy way to approach and deliver (time to market), improving continuously to drive and support companies’ processes and CRM changes, finding out quick and effective answers

• Market/process tailoring

• Businesspeople as drivers of change

• Structured and unstructured data combination

Time

Go Live ~ 6 Weeks

Value to Customer Risk ROI 6 month Breakeven On Demand Time ROI Time 27 month Breakeven Source : Gartne r, Custome r Surveys On Premise Risk Go Live ~ 12 Months

Our aim is to give an appropriate answer to CRM evolution needs through

services based on the new SAAS paradigm

CRM organizations stay focused on business objectives, while we support

them in identifying and building processes and tailored solutions to be applied

as a SERVICE

SAAS (Software as a Service) for CRM – key advantages:

• Low cost of entry and lower total cost of ownership (TCO) – reduced capital outlay

• Much lower risk – faster implementation and outsourced expertise dramatically lower the risks involved

• A more powerful and secure IT infrastructure

SAAS Paradigm

Rapid Market Evolution Adoption and TCO

How?

Why?

We provide

CRM Solutions

Data Services

SAAS

Consulting

An appropriate definition of CRM enables an efficient, effective and caring relationship with customers to increase sales

4cust Reply’s

consultants cooperate with customers

to define and apply the proper strategy, methodology and technology to reach goals

SAAS

Advice

Identify Constraints

&

Alternatives

Plan next phases

Drive

Design

Develop & Test

Deploy

REPLY CHALLENGE

Market analysts Institutional association Real-time monitoring Semantic analysis Customer sentiment Competitor analysis New information Business Decision

• Public sources • Specialized sources

Data Gathering

• External data • Internal data • Business

contextualization

Analysis

•Internal & External results

•Synthesis of main topics

Presentation

Market Research

Business Knowledge

Discovery

Design Use

Refine

Sales

Support

Marketing

CRM

• Expertise

• Practice

• Skills

• Strong partnership and collaboration to ensure the best service to our customers

• Many certified professionals in the technical and business areas

• Agile Project Methodology based on the Cloud Approach

CRM On Demand

Thanks