...TABLE OF CONTENTS I. INTRODUCTION 1 II. HISTORY OF CRM MARKET 3 Major Vendors 5 Current Offerings 6 III. DEFINITIONS OF CRM 6 IV. DRIVERS FOR CRM APPLICATIONS 9 Reasons for Adopting CRM: The Business Drivers 9 Cost Goals 10 V. THE CRM INDUSTRY 11 Size of the CRM Industry 12 Vendors 13 Technology and Service 15 VI. INFORMATION TECHNOLOGIES FOR CRM 20 Key CRM Tasks 20 IT Factors of CRM Tasks 22 VII. CONSULTANTS 23 VIII. RETURN ON INVESTMENT OF IMPLEMENTATION 24 Cost and time 24 Benefits 25 ROI of CRM Projects 27 IX. PRINCIPLES OF CRM 27 X. CRM ISSUES 28 Customer Privacy 28 Technical Immaturity 30 XI. CASE STUDIES 31 Amazon.Com 31 Dell 32 Volkswagen 33 Wells Fargo 34 XII. CONCLUSIONS 36 REFERENCES 37 APPENDIX A BASIC ASSUMPTIONS OF CRM 40 APPENDIX B COMMON MYTHS OF CRM 41 APPENDIX C LIFETIME VALUE OF A CUSTOMER 44 C1. Simple Approach 45 C2. More Sophisticated Calculation 46 C3. Effect of Loyalty Programs 47 C4. Additional Factors to Consider 49 C5. The Arithmetic of Lifetime Value 49 C6. Example: Applying Lifetime Value Concepts in Banking 51 C7. Summary and Conclusions on Lifetime Value 53 APPENDIX D VENDOR’S WEB SITE ADDRESSES 55 2 Version 3-6 March 23, 2001 CUSTOMER RELATIONSHIP MANAGEMENT Paul Gray Jongbok Byun I. INTRODUCTION Over a century ago, in small-town America, before the advent of the supermarket, the mall, and the automobile, people went to their neighborhood general store to purchase goods. The proprietor and the...
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...Strategic Use of Technology Chesapeake It Consultant’s (CIC) strategy is to offer unique consulting services and references for its clients through deploying highly skilled consultants and remaining updated of emerging business notions and technology. They also aim at creating new business concepts and advanced personal practices. The hiring system automation ability will allow CIC to recruit the additional 75 consultants quickly to provide quality services (Amusan & Oyediran, 2016). Secondly, the hiring system will enable the organization to hire qualified consultants across the world and acquire diverse business concepts. Third, the hiring system will allow CIC to offer frequent quality services to the customers and experience stable prosperity....
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...CONSULTAFRIC PARTNERS EY is a global leader in assurance, tax, transactions and advisory services. Locally, we are committed to doing our part in building a better working world for our people, for our clients and for our communities. Globally, we are also united by our shared values, which inspire our people worldwide and guide them to do the right thing, and our commitment to quality, which is embedded in who we are and everything we do. Advisory Services Who we are One business, one Advisory practice We operate as the most globally integrated firm, with one methodology, across all our geographical areas. It's a structure that enables us to mobilize our people quickly, and allocate them to projects in the right place, at the right time. Through our industry-focused approach and worldwide reach, we help clients like you manage risk, improve performance and sustain the results. How we work We help drive your business performance Some consulting firms think only about business strategy; some physically deploy technology; but our Advisory services help execute enterprise-wide performance transformation initiatives. We help turn strategy into reality. KPMG in Kenya provides Audit, Tax, and consulting delivering a globally consistent set of multidisciplinary financial and accounting capabilities based on deep industry knowledge. KPMG professionals in Kenya work for a wide range of clients, from global organizations to entrepreneurial start-ups., Audit We provide clients with...
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...Devyani Sharma Phone: +91- 9999110862 C-1002, Aditya Mega City, Email: devyani_debu@yahoo.co.in Indirapuram, Ghaziabad, UP -201012. ________________________________________________________________________________ I want to be among top people in testing industry. ________________________________________________________________________________ * QAI certified CSTE. * Degree in Global business management from IIMC. * 7 years of experience in IT industry. * Started the Testing training group in Grapecity. * Started the testing newsletter in Grapecity. * Excellent problem solving and troubleshooting skills. * Presented papers at international conferences. * Regular writer for Software testing magazines. * String drive to learn new things. * Fluent in English, Hindi and Punjabi. Languages, Tools and Technologies * VB.NET, MapBasic, C, SQL * Jira, Lotus Notes, Silkradar, Sharepoint, ITG Mercury * Test Partner, Rational Functional Tester, QTP, CPP Unit, Nunit Professional qualification * Executive Program in Global Business Management , IIMC * Master of computer Applications(Honours), Punjab technical university * Bachelors Mathematics, Economics, Kurukshtra University Professional Employment Grapecity Team Lead 9/2010- till date Grapecity is a privately held corporation with its corporate headquarters in Sendai, Japan. My Role (Team Manager) * Team Management * Manage Communication between different scrum teams * Help team in...
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...PRIVATE 4.4 QUESTION: NUMBER OF EMPLOYEES 4.5 QUESTION: ORIGIN, EVOLUTION AND GROWTH (BRIEF DESCRIPTION) 4.6 QUESTION: FINANCIAL PERFORMANCE RESULTS LAST 2 FISCAL YEARS (PROFIT & TURNOVER) 4.7 QUESTION: WEBSITE URL 4.8 QUESTION: CONTACT INFORMATION (NAME, POSITION, E-MAIL, PHONE NUMBER) 4.9 QUESTION: OFFICE LOCATIONS AND STAFFING LEVELS 4.10 QUESTION: DESCRIBE YOUR SUPPORT HOURS 4.11 QUESTION: DESCRIBE THE COMPANY VISION AND STRATEGY 5. FUNCTIONAL AND BUSINESS REQUIREMENTS 5.1 OVERVIEW 5.2 VISIBILITY AND REPORTING 5.3 WORKFLOW AND COLLABORATIVE BUSINESS PROCESS AUTOMATION 5.4 WORKFLOW AND COLLABORATIVE BUSINESS PROCESS AUTOMATION 6. BUSINESS REQUIREMENTS 6.1 BUSINESS PROCESS OPTIMIZATION 6.2 SOFTWARE FLEXIBILITY AND NEUTRALITY 6.3 SOLUTION/SERVICES DECOUPLED 6.4 PROFESSIONAL SERVICES SUPPORT 6.5 REFERENCE IMPLEMENTATIONS 6.6 3RD PARTY/CONSULTING SUPPORT 1. INTRODUCTION 1.1 Introduction O&G is one of the world's largest petroleum and petrochemicals groups. Main activities include exploration for and production of crude oil and natural gas; gas, power and renewables; refining, marketing, supply and...
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...Krispy Kreme Redefines Supply Chain Automation The superior doughnut manufacturer, partnering with J.S. Walker & Company, Inc., incorporates innovative Web-based applications to automate the supply chain process and address communication challenges. The Road to Automation Since its inception in 1937, Krispy Kreme has refined its ability to provide the freshest doughnuts and coffees to its customers and retailers. With three distribution centers, storefronts in thirtyseven states, Canada, and Australia, and with new locations opening at a rate of two stores per week, this fast growing enterprise recognized a need to streamline supply chain and communications procedures. In 1989, Krispy Kreme began using Macola, an inventory management, supply chain, and accounting system. For Krispy Kreme, “supply chain” means getting doughnut mix, frosting and sprinkles from the factory to the local shop, where doughnuts are made fresh on site. Even after introducing Macola, further automation became necessary when subsequent growth made it increasingly difficult to manage day-to-day operations. Krispy Kreme partnered with J.S. Walker & Co. to evaluate the company’s order, product delivery and inventory management life cycle. Analysis revealed that concentrating on process and supply chain communication would deliver the most significant time and money savings. Refining supply chain operations would also free managers to focus on customer relations. The solution: a Web-based intranet application...
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...The impact the technological revolution will have on Australians really depends on how well prepared we are. Those who can’t be bothered to look elsewhere for opportunities as they become replaced by automation will be pretty devastated. However, on the flip side, young Australians who adapt alongside the job market, will fall upon amazing possibilities for future job roles that aren’t even invented yet, such as genetic research, 3D printing and software and robotic engineers. There are so many new job possibilities that technology will open. New jobs must outnumber those being eliminated by creating a workforce that technology is unlikely to take over. “We are in a battle to make sure that for every job lost one is created,” Mr. Knowles-Cutler...
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...into the intranet and got a chance to explore some of the information you’ve made available. In the data section I found a summary of the company’s organization, the training calendar, a script for a typical JAD session, and some sample documents. I also looked through the company forms such as our Service Request, Report Analysis, and Documentation forms. Finally I looked through the resources library which seems to contain the tools and vendors that the company uses. I can see how this will be an invaluable tool for my work here. As you requested I found three other IT consulting firms that may be of interest. The first I looked at is ClearPointe, who primarily focuses on Microsoft System Center and NOC services. They provide managed services for systems such as Active Directory, Exchange, and Lync. The next company I found is Complete Computing. They provide managed Microsoft services like ClearePoint, but also have a strong training and support side. The last company I looked at is Cireson. They focus on System Center and automation consulting. All three companies focus heavily on Microsoft systems, with Complete Computing seeming to be the most well rounded in their service offerings. Thanks, Kyle Part 2: TIMS Scope The Training Information Management System (TIMS) will be an online system to facilitate online courses. It will need to offer online courses, allow online registration, and track enrolments, instructors, students, and grades. It must be user friendly and...
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...kvnmangai@gmail.com / kv.nathan@hp.com Tel : +91 9176648555 Profile Summary Overall Experience of over 25+ years Currently leading Customer service and Warranty Analytics Delivery - Capabilities Build: Warranty Installed Base Analytics, Warranty Spend Analytics, Predictive, Fraud Analytics , Customer Research and Competitive Intelligence on warranty offerings Spearheading analysis of critical aspects of business using data mining, statistical models, dashboards and innovative visualization software. Establishing & driving consistent methodology for Transformation; building & socializing the Virtual team for Supply Chain and Volume operations with the focus. Lead Asia Pacific product returns policy, process re-engineering and on line claims system implementation across all distributors of APJ Managed defective supplies (ink cartridges and laser toners) warranty program across APJ region. Managed distribution compliance, logistics and SC distribution process for APJ Conversant with Multiple Project Methodologies and 6 Sigma methodologies Executed BIG Data , Un Structured data solutions and modeling Presented Warranty non compliance predictive modeling paper in PAW – Chicago 2013 Papers selected in INFORMS & WCM forums on the work done on analytics solution Managed Complex Cross Functional Teams (15+ years) in Customer service and warranty Executing various programs / projects involving scoping, initiating, high level design & architecture, resource mobilization, execution...
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...simplify and automate its foreign currency payments. Key objectives were to accelerate payment processing time, trim cost and to ensure a superior service to their clients. The Problem: Payment Timing is Critical to Service Quality Typically, producing checks and Explanation of Benefits (EOB) statements (i.e., remittance advices), adds a week or more to processing time in addition to the time for crossborder delivery. But payment timing is of the essence. The payment process must be as effective as if the beneficiary were using a local insurance provider while also reflecting the superior service that CIGNA provides. The Solution: Simple and Seamless Citigroup provided CIGNA with a single solution for all of its cross-border payments. CIGNA uses a direct file-delivery connection to send one payments file to Citigroup covering all of its foreign currency payments. WorldLink® Payment Services handles the rest. Printing and distributing checks with EOB details at Citigroup's regional centers accelerates check payment. Citigroup debits CIGNA's U.S. bank account for an aggregated amount covering the total dollar equivalent of all foreign currency payments. Following payment execution, the bank sends CIGNA one file with full payment details to facilitate automatic reconciliation. Simplicity Yields Rewards Tax Management Consulting case study Background Our client has recently begun a move to a new global financial operating model, at the core of which was the desire...
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...Siemens USA This document provides Siemens decision making personnel with the necessary guidelines to select and manage its project management portfolio within the company. It will stand as a reference for executives to follow during the project selection process which is driven by company objectives. The criteria set forth in this document will assess each individual project and rate it according to the standardized evaluation scale. This will further contribute to the decision making process for Siemens internal Project Management Organization team. A brief description of the industry and the key aspects of the environment of that industry: Siemens Industry, Inc. currently has over 400,000 employees worldwide to develop and manufacture products, design and install complex systems, and tailor a wide range of solutions for individual requirements. The company started with the invention of the telegraph and continued to grow and diversity their product line with the production of alternators, electric trains, light bulbs, computers, and washing machines to name a few. Siemens has always stood for technical achievements, innovation, quality, and reliability. They have been synonymous with international focus and worldwide presence for over 160 years. With its U.S. corporate headquarters in Washington, DC, Siemens in the USA reported sales of $19.9 billion and employs more than 60,000 people throughout all 50 states and Puerto Rico. They continue to be one of the most innovative...
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...Management (RIM) Services are all set to become the next star of the Indian IT Industry. It clearly states that “going forward, the more traditional IT outsourcing service lines such as hardware and software maintenance, network administration and help desk services will account for 45 per cent of the total addressable market for offshoring and are likely to drive the next wave of growth. . Service lines that have driven recent growth, i.e., application development and maintenance (ADM) and R&D services are already 30-35 % penetrated and are not as likely to grow dramatically”. The Remote/offshore part was easy with BPO having already paved the way for proving service delivery effectiveness from an offshore location and with the advent of sophisticated tools and technologies that enabled remote IT management the proposition was further solidified. International research firm IDC also declared that “more than 85% of infrastructure components can be managed from a central remote location. These components encompass servers/systems, databases, networks, storage, security, applications and e-business infrastructure. Through managing these components from a remote location, companies can cut down their cost of infrastructure operations and management by 40-60 %, also gaining access to expert ‘skill-on-tap’ on a 24x7 basis” For decades the global giants who had been ruling the Infrastructure Management Services (IMS) market boasted of a very rigid model of service delivery to companies;...
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...After that, assess how your business has been developing and acknowledge areas of possible improvement. Track the success of your improvements over time, adjusting the changes so that they optimize the efficiency of your overall goal. In such a competitive business climate, making just the right changes is crucial to your success. Finally, make certain that your pricing matches the value of your services—not just your cost in providing them. If that means increasing prices, do it. Refine your Marketing The solution to surviving a recession isn’t cutting prices but smarter marketing to your target customers. Determine who you best customers are and research the best way to market your services to them. The most successful companies are the ones that can take advantage of a recession to enlarge their market exposure and attract more business. Pricing Consider new ways of offering your goods and services that demonstrate their value to your best customers while remaining as profitable as possible to your company. Next, increase your marketing for these packaged products and services. Your business strategy should take careful measure of the effectiveness of changes to both your...
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...Morgan will be able to achieve more in business with less time and travel. BUSINESS ASSESSMENT Castle Family Restaurant is a family friendly dinning facility that has 8 locations, employing some part time employees and over 40% of fulltime employees. The locations are strategically located across the state of Florida in the hearts of neighborhoods that are suitable for any family. Castle Family provides a simple, old fashioned and pleasant dining experience. “Togetherness” is the culture that is promoted and the goal is to mimic the old fashioned restaurant environment where the family can sit, laugh and enjoy a meal together. Restaurants compete for customers every day, and proficiency is critical to providing quality customer service. In Rasmussen Reports, National Survey of 1000 Adults, more than 50 percent of Americans reported in 2011 say that they ate at a restaurant at least once a week, with 20 percent reporting eating out twice or more each week” (as cited in The Aspen Institute, 2012). They also reported that the restaurant industry is one of the largest and fastest-growing sectors of our economy, (The Aspen Institute, 2012). Technology needs to be implemented at Castle Family Restaurant so that they can position themselves to easily take advantage of consumer spending. The...
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...RE-INVENTING XYZ Financial Analysis Report Finance Team Prepared for: XYZ BPE Project XYZ Ministry of Government Services November, 1994 XYZ BPE Project Financial Analysis Report Table of Contents Executive Summary ...................................................................................................................................................................................1 Financial Model Review ............................................................................................................................................................................3 Financial Baseline Review .........................................................................................................................................................................4 Base Case Financial Analysis ....................................................................................................................................................................4 Significant Costs and Benefits .................................................................................................................................................................5 Forecasted XYZ Operating Expenditures ..............................................................................................................................................14 Forecasted Operating Expenditures Comparison..........................................................................
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