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The Value Driven Approach of the Next Generation CRM

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  1. The Value Driven Approach of the Next Generation CRM Siebel Systems, Inc. Version Event

  2. Agenda • Driving Factors • Value Driven Approach of the Next Generation CRM • Siebel’s Offering

  3. Global Initiatives Number of integrated Business Processes Country Wide Initiatives Local Initiatives Complexity of Customization & Integration CRM Wave - late 90’s into Post 9/11/2001 Late 90’is 9/11

  4. Product-Focused Divisions Division A Division B Division C

  5. Need to Support Multiple Channels Customer Division A Division B Division C

  6. Inconsistent, Inefficient Business Processes Customer Division A Division B Division C

  7. Lack of Employee Alignment Customer Division A Division B Division C

  8. Applications Not Integrated Customer Division A Division B Division C Legacy ERP Legacy ERP Custom CIF Custom HR SAP Custom CIF SCM OSS ERP

  9. Business Intelligence and Analytics Employee Alignment Multichannel Common Vision: “One Company” Focused on the Customer Customer-Driven CRM Sales, Mktg, Service & Partner Best Practices Division A Division B Division C Process and Data Integration OrderMgmt HR ERP SCM UCM Service Custom Legacy

  10. Industry Solution Sets Bundle All Siebel Offerings Industry Solution Sets Process-basedCRM applications HighTech Life Sciences Oil and Gas Public Sector Travel & Trans Auto Comm Chem Consumer Fins Intelligent Analytics apps Sales Marketing Service Orders Partners Analytics Employee productivity & performance apps ERM Business Integration apps Universal Application Network HR SAP ERP CIF OSS SCM Custom Legacy

  11. Optimize Partner Channels UnderstandCustomers Deliver World-Class Service Grow High Margin Businesses Streamline the Buying Experience ReduceLaborCosts Strategic Imperatives for the Industry Customer

  12. Intelligence-DrivenMarketing PartnerNetworkOptimization ComplexSelling ServiceLife CycleMgmt. CustomerOrderMgmt. EmployeeProductivity High Tech Solution Sets Enable the Customer-Driven Company • Collaborative planning, mktg, sales & service • Programmatic channel operations • Multidimensional segmentation • Integrated “Market to Sell” Processes (Campaign > Lead > Oppty > Quote > Order ) • Streamlined sales management and operations • Methodology-based execution • Knowledge-driven service • Entitlements-based service and support Customer • Multi-functionalHelp desks • Customer-driven quality management • Intelligent “asset-based” quoting • Integrated Quote > Order > Contract > Entitlements

  13. leverages customer information to streamlinequote-to-contract, reducing transaction costs and improving the customer buying experience. • Key Solution Components • Pricing, packaging and order analysis • Guided product recommendations • Complex configuration and pricing • Asset-based quote-to-contract • Simplified self-service purchasing • Collaborative order management • Pre-built integration to back office systems CustomerOrderMgmt. CustomerOrderMgmt. Strategic Imperative: Streamline the Buying Experience

  14. Customer Inquiry (800) #, sales call Sales Rep Develops Quote Manual quote system Create Contract Customer Feedback on Quote Manual Process Discussion w/ Sales Rep Customer Accepts Quote Refine Quote to Meet Mfg Constraints Create Manufacturing Order from Quote Discussion w/ Sales Rep Discussion w/ Sales Rep Manual Process Typical Quote-to-Contract Process • Significant sales effort to quote customized solutions • Multiple handoffs (sales quote, mfg order, legal contract) result in slow transaction cycle • Buyers frustrated by complexity and delays 10 - 30 days

  15. Customer inquiry; customer’s info recognized Customer Portal Configures custom “delta” quote from assets Validate quote, generate order and update contract Online order tracking Customer Portal Customer Portal Customer Portal Siebel High Tech Solution for Customer Order Management Asset-Based Quote-to-Contract Process • Intelligent quotes offer comprehensive, customized solution • “Easier to buy from” becomes a competitive advantage • Increased order efficiency & velocity 1 - 3 days Siebel Business Integration Application

  16. Typical Quote-to-Contract Process Quote-to-Contract Process withSiebel Solution Set Orders per year Orders per year 100,000 100,000 Processing cost Processing cost $100 $50 Order error rate Order error rate 15% 5% Cost/order to fix Cost/order to fix $500 $500 Total Cost Total Cost $17,500,000 $7,500,000 Reduction in Quote-to-Contract Process Cost 57% Streamlined Asset-based Quote-to-Contract Process Lowers Costs

  17. Order Management Impact at StorageTek

  18. Order Management Impact at Fujitsu Siemens “The faster you implement Siebel, the faster you see ROI benefits,” Ralf Russ, Director, Front Office Solutions, Fujitsu Siemens Computers

  19. Median ROI Achieved by Siebel High Tech Customers 23% 18% 13% 13% 13% Customer RetentionIncrease OperatingCostsDecrease Employee Productivity Gains Customer Satisfaction Increase RevenueIncrease Source: Satmetrix Systems surveys, 2003. Figures represent median values, based on customers who are in production and provided quantitative responses to the survey questions.

  20. You Provide We Engage You Receive • Access to • Business executives • Process owners • Finance team • Analyze existing processes • Develop recommendations for solution • Executive Report on existing business processes • Recommendations on high impact solution sets • Quantified business value of recommendations Next Steps: Discovery Process

  21. Siebel Delivers CRM For Everyone CRM Enterprise Global Initiatives Business Processes CRM Professional Post 2001 Country Wide Initiatives CRM OnDemand Local Initiatives Customization and Integration

  22. Flexible Packaging Allows SMBs to Create Custom CRM Bundles Option 1 Option 2 • Build the Application You Need • Start with a Sales, Service, Marketing or Call Center base • Choose 6-8 additional modules at no extra cost • Solution Grows with Business • Purchase additional functionality a la carte • Select from over 50 modules Customer Choice Customer Choice Option 3 Option 4 Customer Choice Customer Choice Option 5 Option 6 Customer Choice Customer Choice Base Application

  23. CRM for any size Organization CRMany way users prefer • Hosted CRM • On premise CRM • Hybrid Hosted/On Premise • Enterprises • SMBs • Workgroups CRM for any industry CRM for any type of user • 27 Industry Solutions • 1000’s of business processes • Universal Application Network • Power User • Casual Users • Mobile Users Siebel Delivers CRM for Everyone Enabling companies to deliver seamless and superior customer experiences by extending CRM to everyone in their organizations and partner ecosystems

  24. The Value Driven Approach of the Next Generation CRM Siebel Systems, Inc. Version Event