CRM as a Service

For Customers in the Cloud

2

• Innovation• Flexibility

and proactivity

• CustomerInside• For our

Customerwith the Customer

ALWAYS TOGETHER

LOOKING FORWARD

KNOWLEDGE & EXPERTISE

Customer

Our mission:

to help our customer identify, define, design and deliver the best CRM strategy,

in terms of

processes, organization and technology,

through

Innovative CRM services able to target customer admiration

Customer Relationship Management

3

SALES

Sales Force AutomationContact MgmtOpportunity MgmtAccounts MgmtForecastingSales Pipeline

Sales ConfigurationLead ManagementOrder Management

Price Optimization and MgmtSales Incentive Compensation Mgmt

Sales Performance MgmtSales AnalyticsSales Rep Surveys

Social CRMSocial Networks for Sales

eCommerceWeb StorefrontCataloguePricingInventorySales Partner MgmtUser Experience Surveys

SERVICE

CRM Customer Service Contact Centres Desktop ProductivityTrouble Ticketing/Case Mgmt

Workforce OptimizationE-LearningQ/A MonitoringWorkforce MgmtCall Centre Performance MgmtInteraction AnalyticsContact Centre Planning

eServiceKnowledge Base for Self-ServiceE-Mail Response MgmtWeb ChatCollaborative BrowsingCall me backVirtual AssistantsSMS/Multi-modal CommunicationsUnified Communications

Contact Centre InfrastructureCustomer Service Analytics

Field Force OptimizationWireless Mobility

Social CRMSocial & Community Knowledge MgmtCommunity MgmtCrowdsourcingCollaboration

MARKETING

Multichannel Campaign MgmtLead MgmtSegmentationCommunity MarketingWeb AnalyticsPredictive AnalyticsPreference MgmtEvent TriggeringReal-Time RecommendDialogue MgmtCampaign Optimization

Marketing Resource MgmtMarketing Performance Mgmt

Enterprise Marketing Mgmt Loyalty MgmtPartner Marketing

Social CRMSocial Media MonitoringCommunity Text MiningReputation MgmtProduct ReviewsVoting SystemsSocial/Community Surveys Polls

CROSS FUNCTIONALCustomer Analytics

Web IntelligenceCustomer Value AnalysisCustomer Data MiningReal-Time DecisioningText MiningSurvey AnalyticsCompetitive Analysis

CRM Practice

4

• Continuous review of companies’ strategies, plans and budgets

• Fine-grained planning and control models• The past will not come back … every day is new

Source: NetConsultingCompanies have to operate in a ‘new normality’

New customer evolution is driven by

• Dramatic changes in online communication• Changing consumer habits due to evolution of the Internet

Strong awareness through:Communication, information exchange, collaboration

The New Competitive Context

5

Market and Customer Evolution

Consumer Business

KnowledgeGrowth and improvement

React to the competitionIncreasing customer loyalty, brand presence

Partnership increase and growth

6

Building 360º Customer Knowledge

Internal communities Internet

Customer knowledge to drive business strategiesCustomer experience and insight

Internal community a new added value for strategies

Customer 360° New Paradigm Customer Admiration

CRM Fundamental core

People Objectives

Strategies Tools

Listen to …..

Web RadioBlogs

PodcastMedia sharing

WidgetsSimulation

Blog comments/ responses

Talk

Communicate

Collaborate

Community

Involve

ConnectTwitterSMS

Social networks

WikiMash-ups

User-generated content

Created by allCommon interests

Social Media: Learning and Knowing

Deliver excellence to the customer, putting the customer’s experience first

• Evolving towards a service-oriented approach in order to build quickly and interactively, targeting aready-to-use flexibility

• Easy way to approach and deliver (time to market), improving continuously to drive and supportcompanies’ processes and CRM changes, finding out quick and effective answers

• Market/process tailoring

• Businesspeople as drivers of change

• Structured and unstructured data combination

TimeGo Live

~ 6 Weeks

Value to CustomerRisk

RO

I6 month

Breakeven

On Demand

Time

RO

I

Time

27 monthBreakeven

Sou

rce:

Gar

tner

, Cus

tom

er

Sur

veys

On Premise

Risk

Go Live~ 12 Months

The New CRM Era

Our aim is to give an appropriate answer to CRM evolution needs through services based on the new SAAS paradigm

CRM organizations stay focused on business objectives, while we support them in identifying and building processes and tailored solutions to be applied as a SERVICE

SAAS (Software as a Service) for CRM – key advantages:

• Low cost of entry and lower total cost of ownership (TCO) – reduced capital outlay

• Much lower risk – faster implementation and outsourced expertise dramatically lower the risks involved

• A more powerful and secure IT infrastructure

CRM as a Service: the Answer

SAAS Paradigm

Rapid Market Evolution Adoption and TCO

How?

Why?

Proposition

We provide CRM Solutions and

Data Services based on the SAAS paradigm

Consulting activities are the enablers and drivers of innovative

services in line with business needs and expectations

Proposition

An appropriate definition of CRM enables an efficient, effective and caringrelationship with customers to increase sales

4cust Reply’s consultants cooperate with customersto define and apply the proper strategy, methodology and technology to reachgoals

What – Consulting Approach

SAAS

Advice

Identify Constraints&

Alternatives

Plan next phases Drive

DesignDevelop & Test

Deploy

What – CRM Solution Approach

REPLY CHALLENGE

Blogs – Forums – Social Networks

Market analysts

Institutional association

Real-timemonitoring

Semanticanalysis

Customersentiment

Competitor analysis

New information

BusinessDecision

• Public sources• Specialized sources

DataGathering

• External data• Internal data• Business

contextualizationAnalysis

•Internal & External results•Synthesis of main topics

Presentation

MarketResearch

Business Knowledge

What – Data Services Approach

Discovery

DesignUse

Refine

Sales

Support

Marketing

CRM• Expertise

• Practice

• Skills

• Strong partnership and collaboration to ensure the best service to our customers

• Many certified professionals in the technical and business areas

• Agile Project Methodology based on the Cloud Approach

CRM On Demand

How – 4Cust Reply Partnership and Competence

Thanks

www.reply.eu