Discussion_Paper_SAG.ppt Roland Berger & Partner GmbH – International Management Consultants Barcelona – Beijing – Berlin – Brussels – Bucharest – Budapest – Buenos Aires – Delhi – Detroit – Düsseldorf – Frankfurt – Hamburg – Kiev – Kuala Lumpur – Lisbon London – Madrid – Milan – Moscow – Munich – New York – Paris – Prague – Riga – Rome – So Paulo – Shanghai – Stuttgart – Tokyo – Vienna – Zurich Customer Relationship Management– Consulting approach – Munich, June 2002 Discussion_Paper_SAG.ppt This document was created for the exclusive use of our clients. It is not complete unless supported by the underlying detailed analyses and oral presentation. It must not be passed on to third parties except with the explicit prior consent of Roland Berger & Partners. Content Page A. Introduction 3 B. Project objectives and scope 12 C. Approach 16 C.1 CRM target setting 19 C.2 CRM strategy and technology concept 34 C.3 CRM implementation 74 D. References 77 E. Appendix: Supporting tools to implement CRM 81 E.1 The Internet as a supporting CRM tool 82 E.2 The call center as a supporting CRM tool 93 Discussion_Paper_SAG.ppt A.Introduction Discussion_Paper_SAG.ppt The importance of an integrated Customer Care approach receives increasing awareness at top management level all over the world Source: Forrester Research, basis: 50 Sales managers of Fortune 500 companies Do you have a single, integrated view of the customer today How important is a single, integrated view of the customer across your company Very important Critical Somewhatimportant Not at all important Yes Somewhat Not really Not at all Discussion_Paper_SAG.ppt In the future, a company's value will increasingly depend on the value of its customer base Factors influencing corporate valuation Market value added method Discounted cashflow method Multiples method Customer lifetime value method Customer acquisi-tion cost method Industrial society Information society Traditional industrial companies, e.g. manufacturing industry Service companies, e.g. consulting firms, software companies Internet companies Assets Employeebase Customer base Source: Roland Berger & Partners 。。。以上简介无排版格式，详细内容请下载查看