Competing for Scarce Customers Great Relationships = Differentiation Loyalty Leaders Grow Faster, Spend Less CRM is Not New…Or is It? “CRM is 90% half mental” Yogi Berra, CRM Consultant Customers Define a Great Relationship The New 4 Ps Relationship Drivers Passion People Process Performance CRMGuru Study: CRM Works! Key Drivers of Success Customer-centric strategy: using customer satisfaction and attrition data, getting customers involved in planning Front line training and support: explaining value of CRM, providing training for new skills required Organizational change: workflow design, changing roles and responsibilities Metrics: goals measured statistically (80% don’t) Three-Year “Overnight” Success Objectives: Serve channel partners better, sell more, spend less Solution: Allegis eBusiness  (PRM) Saved $375,000 in communication costs Increased revenue $1 million with better lead management Improved partner and employee satisfaction Lessons Learned: Understand your users, deliver clear value to them Plan carefully, build a team, phase the implementation Establish baseline metrics and measurement process Communicate, communicate, communicate! Are You Listening? Selling Through Complex Channels CRM Technology Evolution Collaborative Business: Mutual Benefits Now: Point-To-Point Relationships Web Services: Enabling xRM Systems A New Breed of Web Application Self-contained, self-describing, modular applications Can be published, located, and invoked across the Web Performs functions -- simple to complicated processes Other applications can discover and invoke Web Services: Enabling xRM Systems The Potential Low-cost integration within, and between, enterprises Enabling process integration between trading partners Improving performance of collaborative networks Future: Optimized Value Network Types of Collaborative Systems People to Systems – CRM/PRM Portals People to People – Groupware System to System – E2E CRM Evolution to Collaborative Networks Complex Support Process Collaboration at Your Service World’s largest provider of mobile Internet software; Openwave customers serve more than half of all mobile subscribers worldwide Challenge: Developer base growing rapidly (100,000+) and support volumes increasing 50% per month Solution: ePeople Teamwork 70% reduction in average time to resolution Multiple support providers can work together Handle developer growth without increase in staff Business Processes Integration Collaborative Commerce Workflow Collaborative Commerce The ChallengeCreate Three Winners Customers: ability to buy products on-line Partners: Leverage existing relationships Enterprise: Enhance the Maytag brand Group Collaboration