Implementing "end-to-end" "customer intelligent" CRM solutions

by Mike Ferguson

Description

Today the business focus of CRM is towards integration of front-office business processes, applications and data to facilitate on-demand customer intelligent business.
To compete and protect customer bases, companies now want to know everything about a customer anytime, anywhere. To support this requires integration at all levels including:

User interface integration to bring systems together into portals
Front and back office business processes integration to cut costs, automate business operations and improve efficiency
Front and back office application integration
On-demand customer data integration across all channels to get a real-time picture of the latest customer activity
On-demand customer intelligence integrated with real-time customer data and integrated into every business process.

Real-time customer intelligent business is a solution that needs to:

Efficiently manage and integrate sales, marketing, service and support integrated operational processes
Produce customer intelligence and deliver it to all people and systems that need to improve front office effectiveness
Automate and increase marketing effectiveness, via personalised multi-channel campaign management
Automate and personalise service and support for each customer
Optimise the supply chain based on demand intelligence to reduce costs

This two-day seminar is a practical guide to implementing an end-to-end intelligent CRM solution that achieves these main objectives.

Main Topics

Implementation of a CRM Solution
Front Office Business Processes
Customer Interaction Management (CIM)
Automating and Integrating the Front Office - CRM Transaction Processing
The Impact of E-business
Implementing a CRM Business Intelligence (BI) Solution
Marketing Automation and Closing the Loop? Integrating CRM Analytics Into The Front Office
CRM User Interface Integration via a Corporate and E-Business Portal