CRM Software Vendors

download CRM Software Vendors

of 54

  • date post

    04-Apr-2018
  • Category

    Documents

  • view

    217
  • download

    0

Embed Size (px)

Transcript of CRM Software Vendors

  • 7/30/2019 CRM Software Vendors

    1/54

    CRM Software

  • 7/30/2019 CRM Software Vendors

    2/54

    SIEBEL OVERVIEW

  • 7/30/2019 CRM Software Vendors

    3/54

    What Is Siebel?

    A complete Front Office solution with integrated

    suite of applicationsSales force automationTelesales / telemarketing

    Marketing automation

    Customer serviceField service automation

  • 7/30/2019 CRM Software Vendors

    4/54

    Direct

    Web Site

    E-Mail

    VoicePhone Service

    Sales

    Marketing

    Field

    Service

    Support

    Open,

    FlexibleArchit

    ecture

    Bac

    k-OfficeIntegra

    tion

    UniversalAcce

    ss

    Call center

    Siebel Integrated Enterprise

  • 7/30/2019 CRM Software Vendors

    5/54

    Meeting the Challenges of the Front

    OfficeTo succeed in the face of

    fluctuating global competition,

    companies need:

    Information shared quickly among

    all staff

    Fast access to available resources -

    and faster ability to determinewhat resources are available

    Systems that are easily modifiable

    and customizable to meet future

    changes and growth

    A closed loop cycle for

    data management.

    Intelligent automation tools and

    use of business rules based onbest practices philosophy

    Multiple access methods through

    a logical layer representing

    common business objects

    Siebel provides:

  • 7/30/2019 CRM Software Vendors

    6/54

    Closing the Loop

    SharedMarketing,

    Sales, andCustomer Service

    Data and Processes

    Marketing

    Management

    Support Rep

    TeleBusiness

    Sales / Service

    Management

    Field Sales

    Field Service

  • 7/30/2019 CRM Software Vendors

    7/54

    Siebel Enterprise Applications

    Siebel Enterprise Applications is a complete

    CRM solution which contains the following

    modules. Sales enterprise.

    Service enterprise.

    Call center.

    Marketing enterprise.

    Field service.

  • 7/30/2019 CRM Software Vendors

    8/54

    WHY SIEBEL

  • 7/30/2019 CRM Software Vendors

    9/54

    Why Siebel

    Comprehensive Opportunity and account

    management that fully supports teamselling - Tracks each opportunity to sell

    =>Increased sales

    Visual pipeline management - Better

    planning => Profitability

  • 7/30/2019 CRM Software Vendors

    10/54

    Why Siebel

    One button quote and proposal generation -

    Quicker response

    => Faster closure of orders Complete marketing encyclopedia including

    product information,price lists,detailed

    competitive and decision supportinformation - Right information at the right

    place at theright time =>

    Increased Sales

  • 7/30/2019 CRM Software Vendors

    11/54

    Why Siebel

    Sophisticated marketing analysis tools that

    enable precise customer segmentation -Focussed approach => Increased Profit

    Measure, Monitor, and Track Marketing

    Strategies - Better planning

    => Lower wastage

  • 7/30/2019 CRM Software Vendors

    12/54

    Support for operations in multiple regions

    Local language support (requiring a

    localized version of Windows)

    Ability to manage time differences

    Ability to support local business models

    Ability to meet local regulations

    Why Siebel

  • 7/30/2019 CRM Software Vendors

    13/54

  • 7/30/2019 CRM Software Vendors

    14/54

    Technology Solutions for CRM

    Agenda

    1. How Does CRM affect Business?2. What are the various components of CRM?

    3. Details of the Oracle CRM Suite

    4. Challenges in todays CRM Market

    5. Demo of Oracle CRM

  • 7/30/2019 CRM Software Vendors

    15/54

    How Does e-ing CRM Make a Difference?

    Increases Reach by Letting Customers

    Access the System. Results are :

    Intermediaries are Forced Out Unless they areAdding Value

    Systems need to be Simple to Use, Deploy and

    MaintainAutomation is a Must

    Security is an Issue!!

    System Scalability

  • 7/30/2019 CRM Software Vendors

    16/54

    How Does e-ing CRM Make a Difference?

    Makes Sales People to be More Focused

    and Value Adding

    Lower Entry Barriers put Pressure onMargins

    Truly Globalizes CRM by

    Allowing Customers to be Located AnywhereAllows Companies to Manage CRM across

    Geographies

  • 7/30/2019 CRM Software Vendors

    17/54

    How Does e-ing CRM Make a Difference?

    Compels Companies to be More Flexible.

    For Example :

    Allow Loyalty Programs Across Brick and

    Mortar, Catalog and Web Stores

    Allow Customers to Alter Dates Till Late in

    the Order Cycle

    Allowing Customers to Use Different Mediato Seamlessly Transact With Us

    Frequently Introduce New Schemes,

    Discounts, Freebies etc.

  • 7/30/2019 CRM Software Vendors

    18/54

    How Does e-ing CRM Make a Difference?

    Puts Pressure on Delivery Systems by :

    Allowing Customers to Customize Products

    and ServicesAllowing Customers to Choose Delivery

    Dates Within Limits

    Increased Customer Switching and

    Competitive Product Launches Affect Forecast

    Accuracy

  • 7/30/2019 CRM Software Vendors

    19/54

    How Does e-ing CRM Make a Difference?

    Throws up New Opportunities for :

    Collecting and Using More Customer Touch

    Points

    Advertising Products and Services

    Increasing Sales Through Cross and Up Sells

    Reducing Costs and Time by Doing Away

    With Intermediaries and InformationHandovers

  • 7/30/2019 CRM Software Vendors

    20/54

    Bottom Line is .

    CRM has to be Far More Flexible

    Systems Need to be Simplified and

    Automated

    Move from Transactions to Business

    Intelligence

  • 7/30/2019 CRM Software Vendors

    21/54

    Components of CRM

    Marketing

    Sales

    Service Call Centre

    E-Commerce

  • 7/30/2019 CRM Software Vendors

    22/54

    Marketing Automation

    Management pains:

    I spent $20 million on marketing. What

    was my return ?

    More and more people are coming

    through my web site. Who are they and

    what do they want ?

    I have 4700 business cards in my fish

    bowl. Where do they go ?

  • 7/30/2019 CRM Software Vendors

    23/54

    Events & Seminars

    List Management

    Collateral

    Lead ManagementCampaign Management

    Goals, Objectives & Metrics

    Products, Promotions & Incentives

    MarketingIntelligence

    Marketing

  • 7/30/2019 CRM Software Vendors

    24/54

    Sales Automation

    Management pains:

    Why cant I get my global sales forecastwhen I need it ?

    How do I assign my 1000 qualified leads

    into the sales channel ?Am I compensating my top sales reps

    appropriately?

  • 7/30/2019 CRM Software Vendors

    25/54

    Sales

    Compensation

    Forecasting

    Opportunity Management

    Account & Contacts

    Order Management

    Administration

    Territories

    SellingIntelligence

    Marketing Encyclopaedia

  • 7/30/2019 CRM Software Vendors

    26/54

    Service Automation

    Management pains:

    How can I deliver consistent quality service? How do I reduce my cost of service

    inventory ?

    How many more times do I have to dispatcha field engineer for the same problem before

    theyfix the product ??

    S i

  • 7/30/2019 CRM Software Vendors

    27/54

    Service

    Customer

    ContractsSupport/Defect

    Products

    Field Service

    Knowledge

    Depot/RMA

    Billing

    Spares & Logistics

    Work Force Mgt.

    ServiceIntelligence

  • 7/30/2019 CRM Software Vendors

    28/54

    Call CentersManagement pains:

    How many agents do I need and when ?

    Why are my agents silod by functionality

    or channel ? How do I efficiently route the customer to

    the right agent ?

  • 7/30/2019 CRM Software Vendors

    29/54

    Call Centre

    Virtual

    Call / FAX Back Support

    Full CRM & ERP Integration

    Multi-Media Access

    Intelligent Routing

    Enterprise-wide Statistics

    IVRU / ACD

    Scripting

    Task Management

    Marketing,Selling & Service

    Intelligence

  • 7/30/2019 CRM Software Vendors

    30/54

    E-commerce

    Management pains:

    How do I integrate my web store with my

    enterprise applications ?

    How do I go from transactions to 1:1

    relationships ?

  • 7/30/2019 CRM Software Vendors

    31/54

    E-commerce (Sales & Support)

    Walk-in

    Products / PricingShopping Cart

    Identification

    Fulfilment

    Payment

    Collections FAQ Site

    Knowledge Base

    Trouble Management

    Collaboration

    Sales & ServiceIntelligence

  • 7/30/2019 CRM Software Vendors

    32/54

    Internet Business Practices

    How Many Leads Did Marketing

    Generate?

    What is the Sales Global Forecast?

    How Much Contract Revenue is Leaking?

    What is Most Profitable Support Medium?

    Integrate Marketing, Sales and ServiceIntegrate Web, Call Center, Face-to-Face

    Integrate to Back Office

  • 7/30/2019 CRM Software Vendors

    33/54

    Few can eat theelephant

    in one bite.

  • 7/30/2019 CRM Software Vendors

    34/54

    Oracle CRM E-Business

    SuiteAnalyticalApplications

    Business

    Applications

    CRM

    Foundation

    Interaction

    Channels

    E-Business

    Foundation

    E-Business

    Platform

    Customer Intelligence

    Marketing Intelligence Sales Intelligence

    Marketing

    iMarketing MES iPayIncentive

    Comp

    Field

    Sales

    iStore TeleSalesSales

    Online

    eBusiness Platform

    Common Application Architecture & Schema

    Service Intelligence

    Customer

    Support

    iSupport

    Mobile

    Field

    Service

    Field

    Service

    Spares

    Mgt

    Depot

    Repair

    Contracts

    Contractfor

    Rights

    ServiceContract

    Universal Work Queue

    Tasks

    MES/Knowledge Base

    Resources

    Notes

    Territories

    Calendar

    Attachments

    Assignment Engine

    1-on-1 Fulfillment

    Order CaptureInteraction History

    Partner(POL)

    Call CenterMultimedia Telephony Mgr

    Call Center ConnectorsPredictive Dialer

    Scripting

    Email Center WebMobile

    (Laptop, PDA, WAP)

    AdvanceScheduler

    Call centerIntelligence

    Examples of Architected eBusiness

  • 7/30/2019 CRM Software Vendors

    35/54

    Examples of Architected eBusiness

    Integration Campaign Budget, Marketing spending

    Marketing Online to General Ledger

    Offers and Pricing

    Marketing Online to Inventory

    Marketing Online to Pricing

    Lead to opportunity

    Marketing Online to Sales Online/Telesales/iStore

    Opportunity and Quote Sharing

    SalesOnline/Telesales/iStore

    Configure Items

    SalesOnline/Telesales/iStore to Configurator

    Product Availability SalesOnline/Telesales/iStore to Inventory

    Marketing ROI

    Marketing Online to Order Management to Receivables

    Examples of Architected eBusiness

  • 7/30/2019 CRM Software Vendors

    36/54

    Examples of Architected eBusiness

    Integration Support Entitlement

    Teleservice to Installed Base to Service Contracts

    Support billing and renewals

    Teleservice to Service contracts to receivables

    Self service support to field dispatch

    multichannel : isupport/Teleservice/Mobile Field Service

    Service Request to return

    isupport to order management

    Repair to Installed base

    isupport/Teleservice/Mobile Field Service to installed base

    360 degree view of customer all customer interactions/transactions, assisted and unassisted in

    single repository

  • 7/30/2019 CRM Software Vendors

    37/54

    The Emphasis on Efficiency

    Marketing Sales Service

    Face-to-Face

    Call Center

    Web

    Oppty to

    Forecast

    PlantoCampaign

    Campa

    igntoResults

    Click toOrder

    Call toOrder

    Plan toIncentive

    Click toService

    Click toService

    Contractto Renewal

    P

    roblemt

    o

    R

    esolution

  • 7/30/2019 CRM Software Vendors

    38/54

    Oracle CRM Customers Airbus Industries Cisco

    Beneficial Life

    Chartered Semiconductor

    Citibank, Citicard

    TataTeleservices

    Satyam Infoway

    Hewlett Packard

    EMC

    Oracle Corporation

    Officefurniture.com

    Specialized Cycles

    Papa Johns

    Wolfarm Research

    US Deptt. of Transport

    Staff Leasing

    Retailer Market

    Exchange

    Ch ll i T d CRM

  • 7/30/2019 CRM Software Vendors

    39/54

    Challenges in Todays CRM

    Market Integration of disparate systems

    Front Office to Back Office

    Multi-Channel

    Different data models

    Multiple, inconsistent architectures

    Unsynchronized system upgrades Higher customer expectations

  • 7/30/2019 CRM Software Vendors

    40/54

    If you play a chess game and look only

    at your pieces, you will likely lose

    Th I i Ni h

  • 7/30/2019 CRM Software Vendors

    41/54

    The Integration Nightmare

    Marketing

    Valex Epiphany

    Rubric

    Paragen

    Prime Response

    Sales

    Vantive Onyx

    Siebel

    Trilogy

    Service

    Vantive Siebel

    Clarify

    Astea

    RTS

    Metrix

    Intelligence

    SAS Cognos

    Brio/SCRIBE

    Actuate

    Business Objects

    CTI / Call Center Genesys

    Dialogic/Intel

    Melita

    Davox

    ACD vendors

    IBM

    Lucent (Mosaix)

    Geotel/Cisco

    Graham Tech.

    Configuration Trilogoy

    Calico

    Aurum/Baane-Commerce Broadvision

    OpenMarket

    IBM Netscape

    Intershoppe

    Microsoft

    ERP Baan/Aurum

    SAP

    PeopleSoft

    e-Mail eGain

    Kana

    Brightware

  • 7/30/2019 CRM Software Vendors

    42/54

    Alliances orAcquisitions

    Kit SolutionLimited footprint

    HeavyCustomization

    Least commondenominator integrations

    No coordination ofupgrades

    Failure of Alliances

    Rewrite of kit solutionintegrated

    Out-of-Businessor Get Acquired

    What is happening to niche vendorstoday?

  • 7/30/2019 CRM Software Vendors

    43/54

    A Modular, Architected Solution

    Marketing Sales Service Intelligence

    CTI / Call Center

    Configuration e-Commerce

    ERP

    e-Mail

    Foundation ModulesEnterprise Customer

    Data Model

    Single Technology Stack

    360o D t E t 360o Vi f C t

  • 7/30/2019 CRM Software Vendors

    44/54

    360oData Entry vs 360oView of Customer

    OracleKit Solutions

    Interaction Channels

    Interaction Channels

    Interaction Channels

    CustomersTerritoriesCalendars

    Work QueueInstalled base

    Knowledge baseInteraction History

    CustomersTerritoriesCalendars

    Work QueueInstalled base

    Knowledge baseInteraction History

    CustomersTerritoriesCalendars

    Work QueueInstalled base

    Knowledge baseInteraction History

    Marketing

    Sales

    Service

    Customer Intelligence

    MarketingIntelligence

    Sales Intelligence

    Marketing

    iMarketing MES iPayIncentive

    Comp

    Field

    Sales

    iStore TeleSalesSalesOnline

    eBusiness Platform

    Common Application Architecture & Schema

    Service Intelligence

    Teleservice

    iSupport

    Mobile

    Field

    Service

    Field

    Service

    Spares

    Mgt

    Depot

    Repair

    Contracts

    Contractfor Rights

    ServiceContrac

    t

    UniversalWork Queue

    Tasks

    MES/Knowledge Base

    Resources

    Notes

    Territories

    Calendar

    Attachments

    Assignment Engine

    1-on-1 Fulfillment

    Order CaptureInteraction History

    Partner(POL)

    Call CenterMultimedia Telephony Mgr

    Call Center ConnectorsPredictive Dialer

    Scripting

    Email Center Web Mobile(Laptop, PDA, WAP)

    AdvanceScheduler

    Call centerIntelligence

    All d h th S l Pit h

  • 7/30/2019 CRM Software Vendors

    45/54

    Sales Pitch

    eBusiness Suite

    360ocustomer view

    Increase revenues

    Channel collaboration

    1-to-1 marketing

    Closed-loop marketing

    Unassisted sales

    Customer consistent

    experiences

    Increase efficiencies

    Customer loyalty

    Business intelligence

    Success storiesGreat

    presentations

    We are the Best !!

    How to make the difference ?

    All vendors have the same Sales Pitch

    Diffi lti t l t d

  • 7/30/2019 CRM Software Vendors

    46/54

    It is difficult to evaluate applications.

    They are big and complex All vendors come up with spectacular

    sales pitches, shows and demos. It justcannot be true

    Dramatic lack of objective information

    Selection processes never enable tovalidate everything and to make a secureddecision

    We know that all the risks are ours Each time we sign a contract, the hands

    tremble

    Difficulties to select a vendor

    What can we do ?

    E i f L C i

  • 7/30/2019 CRM Software Vendors

    47/54

    Over years we made inconsistent Point

    Solution purchases Today we have a puzzle of software that do

    not talk to each other

    Some have interfaces that are difficult to

    maintain and we often have data integrity

    issues

    Others just do not communicate

    We cannot provide Channel Collaboration

    and 360o Customer Interaction

    Our customers are not willing to be exposedto segmentation inside our organization

    Experience of Large Companies

    Building component by component lead

    to desintegrated information

    S l t CRM V d

  • 7/30/2019 CRM Software Vendors

    48/54

    Operations

    Functionalities

    eBusiness InitiativeBig Picture or Point SolutionSolution Architecture

    CorporateStrategies

    Select a CRM Vendor

    What is the right level to make a choice ?

  • 7/30/2019 CRM Software Vendors

    49/54

    Selecting a CRM VendorCorporate Strategies: Select a Solution that provides the right infrastructure to boost Strategicobjectives.

    At medium level, eBusiness Initiative:Start a path or add components into an eBusiness initiative vs. enhancesolutions that limit efficiencies and multiply the cost

    Big Picture or Point SolutionBuy apps. that are compliant with the company apps. vision and strategyto build coherent systems vs. a piece of software to satisfy pointrequirements and do not collaborate with the rest

  • 7/30/2019 CRM Software Vendors

    50/54

    Selecting a CRM VendorSolution Architecture

    Buy pieces that can grow into a coherent eBusiness Solution The more CRM initiatives you launch, more collaboration with otherCRM components and back office products

    Operations / Functionalities:

    Validate that the features/fonctions of the Solution are compliant withthe daily operations of the company. Examples:

    The product may have outdated client-server architecture that willlimit the path into the New Economy and will need to be replaced inthe mid-term.

    You may select a great Marketing tool but it does not collaboratewith the Sales application, and add one more customer file into thecompany.

    Evaluation criteria

  • 7/30/2019 CRM Software Vendors

    51/54

    EvaluateVendors

    Product fit

    Costs

    Licences/Maintenance

    Local Consulting

    Expertise Level

    Global Support 24*7*365

    Expertise Level

    Success Stories

    Status and Vision

    of the Vendor

    Functional dependencies

    by Alliances

    Re-write maturity

    of acquired products

    R&D effort

    Product completeness

    and deepness

    Architected vs. IntgrationUp-to-date Architecture

    Avoid Emulation Layers

    A Solution Path

    Global Vendor

    Global Products

    Analysts

    Assessment

    Evaluation des

    Marches Financiers

    Risks of fashions

    Upgrade difficulties

    Operation costsTCO

    Long term reliability

    Risks reduction

    Evaluation criteria

    Architecture across Front / Back Office from different vendors

  • 7/30/2019 CRM Software Vendors

    52/54

    Architecture across Front / Back Office from different vendors

    InventoryHuman

    Resources

    Procurement

    Manufacturing

    CataloguePricing

    PromotionsDiscounts

    PricingPromotionsDiscounts

    Catalogue Inventory

    Sales

    OnlinePayment

    Receivable

    Shipping

    SalesCompensation

    SalesIntelligence

    PlanningATP

    Invoicing

    Limited functionality

    S y n c h r o n i z a t i o n

    CRM

    ERP

    Customer &Credit

    Customer &Credit

    Integrating Front Office components or Front / Back Office from

  • 7/30/2019 CRM Software Vendors

    53/54

    It was HUGE and LONG but now we have our Front Office and Back Officerunning together

    Please dont tell me that a new version is

    coming up

    Integrating Front Office components or Front / Back Office fromdifferent vendors

  • 7/30/2019 CRM Software Vendors

    54/54