team - fredrick, mani, vinay

1. CRM Characteristics

3. Direction Implement Source: Gartner Research Eight Building Blocks of CRM 1. CRM Vision: Leadership, Market Position, Value Proposition 2. CRM Stratégies: Objectives, Segments, Effective Interaction 3. Valued-Customer Experience Understand Requirements Monitor Expectations Satisfaction vs. Competition Act on Feedback Customer Communication 4. Organizational Collaboration Culture and Structure Customer Understanding People: Skills/Competencies Incentives/Compensation Internal Communications Partners and Suppliers 5. CRM Processes: Customer Life Cycle, Knowledge Management 6. CRM Information: Data, Analysis, Market Research 7. CRM Technology: Applications, IT Architecture 8. CRM Metrics: Value, Retention, Satisfaction, Loyalty, Cost to Serve

4. Integrated view of the Customer

6. Business Transformation Measuring actual ROI achieved

7. Gartner Maturity Model

9. Customer Experience

10. 3 Important Differentiators

11. Business Model Architectural Model Operational Model ?