CRM Deployment

GROWTH Growth in CRM markets

Deploymen t Types

CRM is hosted by the CRM provider on their infrastructure outside the organization. CRM is made available through VPN & internet. No cost for IT infrastructure and Maintenance. Easy expansion. More cost per user Limited customization. Deploymen t On- Demand

Turn-key Solution. Complete Hardware & Software solution in the form of preconfigured systems. Fast Deployment Secure Requires less IT Infrastructure. Limited Customization. Maintenance Problem. Deploymen t Appliance

Control & Flexibility of on- site with Fast Setup & Ongoing Support. Quick set of On-Demand Solutions hosted on preconfigured CRM servers. Easy migration of Data. Capacity Expansion is limited. Needs pre-customized CRM solution. Deploymen t FastStack

CRM information managed by IT managers behind firewalls. Hosted on available IT infrastructure. Needs Maintenance and Proper management. Most Secured. Customizable. Costly. Special Requirements Deploymen t On-Site

Which one is for you??

Ref: - CRM on-demand or on-site, a whitepaper by Tim Clarke, (Partner, Fact-point Group)

Choosing The Right Deployment 7 to 14 - On-Site CRM 14 to 28 – CRM Applications* 28 to 35 – On-Demand CRM

CRM Deployment Steps Strategy and governance - Build strong executive sponsorship. Require that business executives lead with CRM, with support from IT. Put in the right governance structure. Objectives and processes - Define them first, then apply technology. Follow a realistic pace for rollout. Customer data management - Define data quality requirements and data quality management approaches early. User adoption - Strive for high user involvement. Place a high priority on software usability. Technology - Simplify the CRM platform. Actively manage the vendor relationship.

Building Blocks for CRM Success 1. Vision - Creation of a CRM vision for the enterprise. - Should be used as the guide to CRM strategy. 2. Strategy - About how to build and develop a valuable asset the customer base. It must set objectives and metrics for attaining that goal. 3. Customer experience - Designed in line with the CRM vision must be constantly refined, based on actively sought customer feedback.

4. Organizational collaboration - Changes to organizational structures, processes, metrics, incentives, skills, and even the enterprise culture must be made to deliver the required external customer experience. 5. Process - Should create processes that not only meet customers expectations and support the customer value proposal. - Also provide competitive differentiation. - Contribute to a designed customer experience. Building Blocks for CRM Success

6. Information - Successful CRM demands the creation of a customer information flow around the organization - Integration between operational and analytical systems. 7. Technology - Fundamental part - Provision of integrated functionality. 8. Metrics - Must set measurable CRM objectives - Monitor all levels of CRM indicators to turn customers into assets. Ref: - Gartner’s survey about CRM deployment Building Blocks for CRM Success

Poor user adoption  Often required to redesign business processes  Customer-facing personnel had to learn entirely new applications and processes.  In some cases, neither vendors nor enterprises gave enough consideration to whether products would ensure user adoption. Ref: - "Predicts 2005: How CRM Will Help to Grow Revenue Again," January CRM Deploymen t Pitfalls

Product scope instead of strategy  Immature technology led IT staff to focus on product scope  Instead of capabilities that enhanced operations, legacy investments, and business processes.  Companies even substituted CRM software for business strategy. Ref: - "Predicts 2005: How CRM Will Help to Grow Revenue Again," January CRM Deploymen t Pitfalls

Rigid software design  Companies are forced to conform to its function or customize it extensively  Discouraging user adoption  Automating business process without optimization. Ref: - "Predicts 2005: How CRM Will Help to Grow Revenue Again," January CRM Deploymen t Pitfalls

Never-ending upgrades  CRM products took months or years to deploy  The frequency of new product introductions continually pushed out completion of implementation Ref: - "Predicts 2005: How CRM Will Help to Grow Revenue Again," January CRM Deploymen t Pitfalls

Poor integration  difficult to integrate with legacy  software and data. The potential for poor integration remains: Gartner Research indicates companies risk sales and  marketing teams sourcing technology without the IT department Ref: - "Predicts 2005: How CRM Will Help to Grow Revenue Again," January CRM Deploymen t Pitfalls

1. Extend the breadth and depth of relationships. 2. Reduce delivery channel costs. 3. Reinforce the brand. 4. Focus on customer value and satisfaction. Ref: - Results of Successful CRM Deploymen t

Thank You