Crmtalk12

Customer Relationship Management Tools for the Virtual Community Model By Dawn Marie Yankeelov [email_address] 20 September 2000

The CRM Industry Corporate CRM Spending >$1 Trillion (U.S.) Consumer 100,000 Independent CRM Vendors ($700 Billion) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

What is CRM? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Defining CRM Options “ Small and mid-sized businesses would never have been candidates for enterprise applications in the past. Nobody seems to know what is going on and the customer often has more knowledge than the company. That is the Achilles’ heel of businesses today.”—Steve Papermaster, founder of Agillion.com ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Industry Problem ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Inefficient Marketplace = High Search and Maintenance Costs

How to Make Your CRM Initiative Succeed ,[object Object],[object Object],[object Object],[object Object],[object Object],MarchFirst Consulting

Tribulations: The Barriers ,[object Object],[object Object],[object Object]

Turn to External Services Provider? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

CRM Shifts Cause: Relationship Management Becoming Critical Effect: CRM to satisfy any appetite Cause: No Time to Learn It or Teach It Effect: Simplification in Web-based models Cause: Demand for Analysis & Tracking Continues to Rise Effect: Point ‘n Click Stats on Demand Cause: Spending Getting Scrutiny of VCs Effect: ASP Models Stand a Chance to Deliver CRM

Eye-Openers Spending on ASP services will grow to $7.7 billion in four years, from $30 million this year. However, this is not new monies, just a reallocation of funds. Software vendors are expected to see revenues diminish. --- IDC Corporation Forecast, ASPNews.com, 8/17/2000 CRM, education and training—less than a third now using ASP model --- Zona Enterprise Usage Study, 2000

Metrics for Purchases Should Remain the Same ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Tap the Potential of eCRM—Web-based all the Way ,[object Object],[object Object],[object Object],[object Object]

Total Cost of Ownership ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Total Cost of Ownership ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Total Cost of Ownership ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

CRM Mainstream Migration ,[object Object],[object Object],80s 90s 2000 2002 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

CRM Marketers Break with Tradition ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

High-End Marriages Outside The Product Class ,[object Object],[object Object]

New Low-Cost Web Entries E-business Dashboard—Free personal homepage. Keeps tabs on customers, includes personal organizer and headlines Tasks and Email—Tracks Tasks and Personalized Email Acct. Activities and Notes—Permanent searchability on customer activity Group Calendar—Review and update daily, weekly or monthly on the web schedules $29.95 per month/per user Personal Pages—password-protected websites Shared Contacts—Customer Interaction Database that allows users one secure, central place to store and access customer information and activity Product Offerings Low-cost Web-based CRM with messaging functions. Product The company is aimed at small businesses Product: Agillion.com

Moderate-Cost Entries ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Consider Scalability for Community Onyx.com Products for Enterprise Users --30,000 concurrent users—sub-second response --High-Ticket Item

Websites for Research on CRM ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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