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The Value Driven Approach of the Next Generation CRM. Siebel Systems, Inc. Version 1.2 10.03.04 CTP Event. Agenda. Driving Factors Value Driven Approach of the Next Generation CRM Siebel’s Offering. Global Initiatives. Number of integrated Business Processes. Country Wide Initiatives.

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The value driven approach of the next generation crm l.jpg

The Value Driven Approach of the Next Generation CRM

Siebel Systems, Inc.

Version 1.210.03.04CTP Event


Agenda l.jpg
Agenda

  • Driving Factors

  • Value Driven Approach of the Next Generation CRM

  • Siebel’s Offering


Slide3 l.jpg

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


Product focused divisions l.jpg
Product-Focused Divisions

Division A

Division B

Division C


Need to support multiple channels l.jpg
Need to Support Multiple Channels

Customer

Division A

Division B

Division C


Inconsistent inefficient business processes l.jpg
Inconsistent, Inefficient Business Processes

Customer

Division A

Division B

Division C


Lack of employee alignment l.jpg
Lack of Employee Alignment

Customer

Division A

Division B

Division C


Applications not integrated l.jpg
Applications Not Integrated

Customer

Division A

Division B

Division C

Legacy

ERP

Legacy

ERP

Custom

CIF

Custom

HR

SAP

Custom

CIF

SCM

OSS

ERP


Common vision one company focused on the customer l.jpg

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


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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


Strategic imperatives for the industry l.jpg

Optimize Partner Channels

UnderstandCustomers

Deliver World-Class Service

Grow High Margin Businesses

Streamline the Buying Experience

ReduceLaborCosts

Strategic Imperatives for the Industry

Customer


High tech solution sets enable the customer driven company l.jpg

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


Strategic imperative streamline the buying experience l.jpg

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


Typical quote to contract process l.jpg

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


Siebel high tech solution for customer order management l.jpg

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


Streamlined asset based quote to contract process lowers costs l.jpg

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



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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


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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.


Next steps discovery process l.jpg

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


Slide21 l.jpg

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


Flexible packaging allows smbs to create custom crm bundles l.jpg
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


Siebel delivers crm for everyone l.jpg

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


The value driven approach of the next generation crm24 l.jpg

The Value Driven Approach of the Next Generation CRM

Siebel Systems, Inc.

Version 1.210.03.04CTP Event


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