Operational CRM
Support customer interaction with greater convenience through variety of channels
Synchronize customer interaction consistently across all channels
Makes your co easier to do business with
Analytical CRM
Extracts in depth customer history preference and profitability information from your DWH & other database
Allows you to analyze, predict and derive customer value & behavior & forecast demand
Lets you approach your customer with relevant information & offers
Collaborative CRM
Enables easy collaboration with customers, supplies & partners
Improves efficiency & integration throughout the supply chain
Allows greater responsiveness to customer needs through sourcing of products & services
Roles of vendor, consultant & end users
Vendors are package developer. They upgrade the product regularly
Role of vendors
•Supply the Product with documentation
•Fix any software related problem
•Role of a trainer
•Show how the package works
•What are the major components?
•How data & information flows across the system
•What is flexible & what is not
•What can be customized & what cannot be
•What are the capabilities & limitations of the package
•Actual customization or modifications
Consultants
Consultant has good product knowledge. They are good at all the phases of implementation cycle. The main problem is that they charge a lot. They are very expensive. Successful implementation time is between 10 to 24 months
Contract between company & consultants should have all performance clauses.
•Role of Consultant
•Guarantee success of the project
•Should show results to the satisfaction of the company
•Quantifiable results like Reduction in Cycle time, Faster response to Customer, Improved productivity
•Help the company in saving huge amount of money, time & effort
•Analysis & addressing customization issues
•Maintaining technical documentation
•Should create knowledge base in the company
•Should train the Implementation Team to do the Implementation at other sites on their own |
