Customer Relationship
Management
Solutions
Implementation Strategy
CRM Consultant
Compaq Hungary, Professional Services
Professional Services Lifecycle Model General
Plan
Design
Implement
Manage
Vision
Business
Strategy
Enhance & Evolve
Architecture
Technical
Proof of
Concept
Build & Integrate
Deploy &
Expand
Support &
Manage
Overview of Services
▪ Vision: explore implications of eBusiness models
▪ Strategy: identify, position and prioritize eBusiness
initiatives
▪ Architecture: align business needs with specific IT
solutions; create an architecture within which to build,
integrate, and evolve these solutions
▪ Proof of Concept: create a proof point of applying
practical architecture solutions; get answers for “howto” questions
CRM Functional Overview
Contact Center
Telephony
CTI Technology
Multi-media channels
General
Account
Management
General
Contact
Management
General
Activity
Management
Computer Telephony
Integration
Workflow Management
Intelligent
Call Routing
Assignment Manager
Basic Call
Statistics
Outbound call
management
Marketing Automation
IP Telephony
Workforce
Management
(Interactive Voice
Response)
Voice
recording
IP Call
manager
IP IVR
IP
Recording
Complex Call
Reporting
Campaign
Product package
Price list
Management
Planning
management
Competitor
Template
planning
Information
Fraud
analysis
Profitability
analysis
Product
Development
Hot lists
generation
Cross and up
selling
Need Analysis
(Based on customer profile and segments)
Churn analysis
SFA-Sales Force Automation
Opportunity
Management
Forecasting
Integration of systems
Via single InterfacesOr middleware
technology
Analitical CRM
Business Intelligence
Solutions
Front-office solutions
PBX/ACD
IVR- Telebank
Operative CRM
Proposals and
Quote mgmt
Order mgmt
Reporting and
Compensation
Team selling
Customer Service Supporting
Complaint
Management
Financial
Transactions
and services
Sloution
Knowledge base
Account
information
Service
Agreements
General
Banking
infromation
Integration of systems
Via single InterfacesOr middleware
technology
Let’s make it in phases!
▪ These are true: „Start with a small piece of it” and „Do it
Step by Step”
▪ Build it up for example by:
–
–
–
–
–
Communication channels (Phone, WEB, SMS…)
Functional elements (Outbound; Inbound, Analytical)
In order of Integration steps
Business Processes (Sales, Service)
Customer Segments
▪ It can be decided based on the business criticals.
The CRM Roadmap
Requirement Scoping
and Planning
CRM
Solution Architecture
Workshop
CRM
Needs
Assessment
Lab
CRM
Business
Exploration
Architecture
&
Planning
CRM
Vision and
Strategy
Design
Implementation
CRM
Design and
Implementation
Project
System
Management/
Operation
System
Support
eBMS
Services
Services and Customer Concerns
CRM
Business
Xform
▪ Creating a CRM
vision
▪ Processes and
priorities
▪ CEO/director
support
▪ Understanding
potential return
CRM
CSAM
Workshop
▪ Completeness
of vision
▪ CRM Business
needs
▪ Stakeholder
support
▪ Understanding
investment
Application
Assessment
Lab
▪ Make vision
tangible
▪ Implementation
Strategy
▪ Buy-in on
package
selection
▪ Evaluate tradeoffs and mitigate
risk
Siebel project- Time-frame
PLAN
DESIGN
TEST AND PRODUCTION
PILOT
BUILT
DEPLOY
Bus Reqs
Project 10days
Team
Training
Prototype
System & Support Infrastructure
BPR
Interfaces & Loads
-4
0
2
5
Phaesd
Rollout
System
Tests
Configs
10
Typical Times (weeks)
Production
Pilot
14
16
18