CRM: In Quest of The Question

1. CRM: In Quest of The Question Tomi Dolenc, Damjan Harisch Arnes

2. The Answer is 42 • We want to deal(communicate) with our customers in an efficient and professional manner • At any time, we need to know who they are, what they’re up to and what’s on the agenda

3. Translates to: • Customer details • Contact person(s); their role • Services • History • (communication) plan • A mesh of data/relations • We simply want to keep them simple 

4. Now, How? • It seems we need to Manage our Relations with the Customer • Everybody has his own preferred model • There are tools/processes in place • One Tool that binds them all? • Strong desire to KISS

5. Where are we standing? • Loosely connected info/tools for user adiminstration, ticketing (support) and providing services • Several propositions; Great Unifying Theory; never properly implemented • Coming: “Member’s Portal” (dashboard) • Communication: own set of issues, poorly managed info, new contacts (people)

6. Comm Dept: what do we want? • Manage our simple info, VIPs, track events, communication history • Make use of existing info • Rely on what’s there • Pick a tool? • Connect to the dashboard(?!) • Hope it can prove useful for others, too

7. Problems Information: • Where? • How? • Up to date? • Accuracy • Transparency

8. Problems Communication: • Users • Inside the organization • History

9. Problems Working process: • Overview • Who? • „Forgetting“

10. Benefits • Transparency • Reporting • Focus – using information • Procedures • Save time (costs) • Reminding

11. Data is everywhere • Central data base • Excel tables • Public • Private • Wiki • Member’s Portal” (dashboard)

12. Where/how to start? • Approach • Complete CRM • Inside out • Tool • Own development • Market

13. Fears • Time and money • People • Bad specifications • Not what we want • Reluctance to use • Flexibility / scalability