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TheSASSolutionsforCRMTopicsCRMMarketCustomerIntelligence&theCRMBusinessProcessCRMArchitectureCRMApplicationsTheSASSolutionsforCRM2WhatisCRM?

Ashiftinemphasisfrom:MasstoindividualProducttocustomerAcquisitiontoretentionFunctiontoexperienceShareholderstocustomersAStrategicInitiativethatenablesacompanytobecomecustomercentric.Keycomponentsincludepeople,processandtechnology.3Idon’thavelongtermprofitablerelationshipswithmycustomersIamunabletoidentifymymostvaluableorhighestpotentialcustomersIamnoteffectivelycreatingvalueandcrosssellingopportunitiesforthesecustomersIhavelowcustomerretentionandloyaltyCRMBusinessProblems4HowCanSASHelpYou?…Builton25yearsincustomeranalysis,theSASSolutionsforCustomerRelationshipManagementprovidesthecustomerintelligenceyouneedtomaximizetheprofitabilityofyourcustomerrelationships.TheSASSolutionsforCRMwillhelpyourcompany:360degreecustomerviewSegment&TargetyourmostValuableCustomersAnalyzeandProfileContinuouslyLearn5CRMBusinessFlow:

TheRoleofCustomerIntelligence6TheRoleofCustomerIntelligence:

StrategicFocus7TheRoleofCustomer

Intelligence:StrategicFocusFocusresourcesFocusinvestmentFocusonrightcustomergroupsservicesproductschannelsaspectsofqualityCustomerbaseisanAssetCommunicateobjectivestothebusiness8TheRoleofCustomerIntelligence:StrategicFocusHowisacustomerdefined?Whoownsthecustomer?

Whataremykeycustomergroups?

HowmuchshouldIinvestindifferentcustomergroups?WhatrealistictargetsshouldIsettoensureprofitability?

HowmuchshouldIinvestinmychannels?-theinternet?Bestpractice-whoisrecruitingthebestcustomers?Whatisthevalueofthecustomerasset?HowmanyofmytopcustomerscouldIlosebeforetakingaloss?WouldIknowifacompetitorwasstealingmybestcustomers?CouldIreactappropriately?SampleQuestions9TheRoleofCustomerIntelligence:

Targeting&Positioning10TheRoleofCustomerIntelligence:Targeting&PositioningCustomerprofitabilityanalysisChurn/retentionanalysisCustomerbehavioranalysisSegmentationandtargetingCustomerprofilingTechniques11TheRoleofCustomerIntelligence:Targeting&PositioningHowshouldmysegmentsbedefined?WhenshouldIsell?Whichcustomersarelikelytoleave?Whichcustomersaremorelikelytorespond?WhichcommunicationchannelshouldIuse?What’stheexpectedresponserate?Whichproductcombinationsandproductfeaturesdocustomerswant?SampleQuestionsWhichcustomersaregoodcandidatesforcrossorupselling?Whatisthecustomerpotential/lifetimevalue?CanIcustomizeofferingsbasedonneeds,preferencesandprofitability?12TheRoleofCustomerIntelligence:OperationalEffectiveness13TheRoleofCustomerIntelligence:OperationalEffectivenessResourceforecastingDemandforecastingSkillsprofilingServicelevelsettingResourceoptimizationDeploymentofdecisionsupportinformationtothefrontofficeDeploymentofinformationtothecustomerTechniques14TheRoleofCustomerIntelligence:OperationalEffectivenessWhatskillsshouldbeavailable?AmIachievingservicelevels?HowshouldIdivideresourcesacrosscustomergroups?HowshouldIdivideresourcesacrosschannels?WhatcapacityshouldIpurchase?Whichserviceandchannelsarebeingusedandbywhom?CanIeffectivelyallocateresourcesbasedoncustomervalue?WhatresourcesshouldIallocatethroughouttheday(andnight)?Bestpractice-whoisdeliveringthebestservice?SampleQuestions15TheRoleofCustomerIntelligence

LearningFocus16TheRoleofCustomerIntelligence:MeasurementLife-timevalueShareofcustomerRetention/AttritionratesLengthofrelationshipCross-sellingratioCustomerprofitabilityCustomervalueindexCustomerresponserateSampleMetrics17TheRoleofCustomerIntelligence:MeasurementHowsatisfiedareourcustomerswithourproduct/service?HowmanycustomersdoIhave?Isthelifetimevalue(futurepotential)ofmycustomerbasegoingupordown?-byhowmuch?Whichsales/marketingchannelsaremosteffective?Whatwastheresponserate-Howdiditcomparetotarget?Howmanytimesaremycustomersbeingcontacted?Whichcustomersaremovingbetweensegments?Howmanytimeshasthiscustomercontactedus?HowmanynewcustomersdoIhave?Whatistherateofcustomerdefection?Whatwastheconversionrate-Howdiditcomparetotarget?SampleQuestions18CustomerIntelligence&TheCRMBusinessProcessStrategicFocusTargetingandpositioningMeasurementOperationalEffectivenessDatacleaningEnsuredataqualityIntegrationDe-duplicationEnhancementdrilldownAnalyseWebVisualiseDataMiningslice&dicePlacethecustomeratthecentreofthedecisionmakingprocessRightpeople,rightchannel,righttime,rightoffertobuildlongtermmutuallybeneficialrelationshipsAligninginvestmentandresourcestomarketopportunitiesandrequirementsMonitoringsuccessandreportingbacktothebusinesstocreateanagilelearningenterpriseDoingthingsright,deployingresourcetomatchcustomerdemandandvalue19CRMBusinessFlow:TheRoleofCustomerIntelligenceAligninginvestmentandresourcestomarketopportunitiesandrequirementsRightpeople,rightchannel,righttime,rightoffertobuildlongtermmutuallybeneficialrelationshipsPlacethecustomeratthecentreofthedecisionmakingprocessDoingthingsright,deployingresourcetomatchcustomerdemandandvalueMonitoringsuccessandreportingbacktothebusinesstocreateanagilelearningenterprise20SASCRMSolutionArchitecture21SASCRMSolutionArchitecture22SASCRMSolutionArchitecture23SASCRMSolutionArchitecture24CRMApplicationSpace25TheSASSolutionsforCRMTheSASSolutionforEnterpriseMarketingAutomationeCRM:TheSASSolutionforeCRMAnalyticalCRMSolutionsbyIndustry26WhySAS?Provenexperiencethrough25yearsofprovidinginsightsintocustomerbehaviorTrustworthinessandstability:98oftheFortune100companiesuseSASAwardwinningtechnologyProvenabilitytointegrateinformationfromallelectronicandtraditionalchannelsScalable,opensolutions27WhatPeopleareSayingaboutSAS“[SAShas]broughttomarketasolutionsportfoliothatismorethoroughthanmostothersonthemarket….DatamonitorbelievesthatSASInstituteisextremelywellpositionedtoexploittheanticipatedgrowthintheAnalyticalCRMmarketasthefirm’sabilitytobringtomarketacomprehensiveandorganicsuiteofanalyticaltoolsisunrivaled."Datamonitor,MarketAnalysisExperts“SASprovides

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