Manpower Associates is a $14

Apresentação em tema: "Manpower Associates is a $14"— Transcrição da apresentação:

1 Bring up on stage two customers to tell the audience about their experiences.
Manpower Associates is a $14.9B global company with 27,000 employees in the temporary staffing business. Manpower runs a combined PeopleSoft Enterprise and JD Edwards EnterpriseOne shop. These experts in human resources use Enterprise HCM for their own staffing and EnterpriseOne Payroll and Service Billing for handling the large volumes of US-based temporary staff. Manpower is very happy with Oracle’s support since purchasing PeopleSoft and is looking forward to a long relationship with Oracle. Spokesperson will be Jay Schaudies, Vice President, Global eCommerce. Welch Foods is the food processing and marketing arm of National Grape Cooperative Association. Organized in 1945, National Grape is a grower-owned agricultural cooperative with 1,461 members. The company, headquartered in Concord, Massachusetts, operates six plants located in Michigan, New York, Pennsylvania and Washington. The company was running a mix of legacy, home grown, and manual systems that failed to provide senior management with accurate and timely cost and production information. Welch’s required a centralized manufacturing and financial information system to improve management decision making. The solution had to be hot-pluggable with existing technologies, for example, Welch’s Plumtree portal. Welch Foods chose Oracle over SAP for this business-critical application. The key to the customer’s business problem was their ability to manage costs. The company’s costs are driven by fruit solid content in each of their products, and they use a specialized technique called BRIX for measuring and calculating the cost of materials. Welch’s compared SAP and Oracle SAP’s software was too rigid and, therefore, unable to include the BRIX calculation in their manufacturing solution. Only Oracle’s OPM could bind this custom cost method into the Quality Management Process. Technology customer yet to be determined. Current possibilities include eBay and FTD Florists.

2 Sergio Saldanha Gerente de Alianças e Canais de CRM
Siebel CRM Sergio Saldanha Gerente de Alianças e Canais de CRM

3 Additional functionality:
Service and warranty Lot Enhancement Enhance address book to support better visibility across complex multi site and also international Quality Enhancements Compliance Approvals engine Security usability Documentation and upgrade Simplify the process Provide planning tools Web based documentation first overhaul in 10 years

4 Investimentos Preservados Versões previstas
Version 8.9 Version 9 Unlimited Version 8.11 Version 8.2 Unlimited Version A7.3 & A8.1 Version A9 Unlimited Version 11i.10 Version 12 Unlimited Version 7.8 Version 8 Unlimited SIEBEL CRM Oracle Fusion Application Suite Melhores Práticas, Melhores Funcionalidades e a Melhor Tecnologia

5 Solução Completa NEGÓCIOS INTELIGENTES INTEGRAÇÃO DE DADOS DO CLIENTE
SOLUÇÕES PARA INDUSTRIAS Força de Venda Call Center Serviços de Campo Automação Comercial Parceiros Dealers Comissiona mento de Ordem Gmto TeleCom Utilities Automotiva NEGÓCIOS INTELIGENTES Manufatura CPG INTEGRAÇÃO DE DADOS DO CLIENTE Energia INTEGRAÇÃO DE PROCESSOS DE NEGÓCIOS High Tech Seguros e Saúde Laboratórios Farmaceutico ONDEMAND PROFESSIONAL ENTERPRISE Varejo Setor Público Here at Siebel Systems, our product strategy is geared entirely around providing easier, faster, simpler ways for you to become a Customer Driven Enterprise. Since we’ve learned over time that there is no such thing as a universal CRM system, our product family includes twenty industry-specific solutions. We offer pharmaceutical CRM, retail banking CRM, telecommunications CRM, or high-tech manufacturing CRM, to name a few. These applications are based on our sales, marketing, and service platform, and this includes best practices in how you sell, market, and provide service. We think that a very exciting area is the business analytics area, and in fact this is our fastest growing product line at Siebel. Siebel analytics provides you with the necessary instrumentation for becoming a Customer Driven Enterprise. Of course, becoming a Customer Driven Enterprise involves more than just simply software, and you’ll see more and more service offerings from Siebel around user adoption and change management, and we also do have a line of software called Employee Relationship Management or ERM, where you manage the relationship with your employee and align them with the objectives of the CEO and the management team, so that they’re focused and help the company rapidly respond to opportunities, moving easily from strategy to execution. And then finally, our Universal Application Network product line is a standards-based suite of integration software. And this is the newest part of the Siebel product family and I think a very, very important addition. Bancos Financeiro SERVIÇOS

6 Opções de Licenciamento do Siebel CRM
Siebel OnDemand Funcionalidades: Vendas; Serviço; Marketing; e BI Analítico. Instalação: ASP – Host Exigência somente de navegador internet Não exigência de softwares básicos: Banco de Dados e Sistema Operacionais Pagamento das LU’s: Por mensalidade Com manutenção embutida Siebel Professional e Enterprise Funcionalidades: Vendas; Serviço; Marketing; e BI e Gerador de Relatório Instalação: Em servidor interno, em três camadas (Aplicação, WEB e Banco de Dados) Exigência de softwares básicos: Banco de Dados e Sistema Operacionais Pagamento das LU’s: Custo perpétuo pago uma única vez Com manutenção 22%

7 Oracle-Siebel CRM Professional
Funcionalidades Padrão: Gestão de Vendas Gestão de Serviço Gestão de Marketing Gerador de Relatório Solução Verticalizada pré-construída as indústrias: Bancos, Seguradoras e Planos de Saúde Laboratórios Farmacêuticos, Clinicas e Médicos Automotivo, Óleo & Gás e Químico Telecomunicação, Media e Energia Instalação: Em servidores em três camadas (Aplicação, WEB e Banco de Dados) Exigência de softwares básicos: Banco de Dados e Sistema Operacionais Pagamento das Licenças de Uso: Custo perpétuo pago uma única vez Com manutenção 22% anual

8 Por que Oracle-Siebel CRM Professional?
Melhores Práticas de Negócios incorporadas A Mais COMPLETA solução de CRM no modelo instalado Solução de CRM Verticalizada preparada para as indústrias Múltiplas formas de integração com sistemas legados Integração com LotusNotes e MS-Office Baixo Custo de Propriedade

9 Oracle-Siebel CRM OnDemand
Funcionalidades Padrão: Gestão de Vendas Gestão de Serviço Gestão de Marketing e Marketing BI Analítico – Business Intelligence Solução Verticalizada pré-construída as indústrias: Bancos, Seguradoras e Planos de Saúde Laboratórios Farmacêuticos, Clinicas e Médicos Automotivo Alta Tecnologia Instalação: Através navegação através de internet Sem exigência de softwares básicos (Banco de Dados e Sistema Operacionais) Pagamento das Licenças de Uso: Custo de assinatura mensal por usuário por mês Sem custo de manutenção

10 Por que Oracle CRM On Demand?
Melhores Práticas de Negócios incorporadas A Mais COMPLETA solução de CRM no modelo ASP-Host Sem necessidade de instalação de softwares básicos complementares como sistemas operacionais e banco de dados Múltiplas formas de integração com sistemas legados Custo de a partir de R$189,00 por usuário por mês, com test-drive gratuito

11 Visão Geral de Relacionamento
Múltiplos Canais Canais e Distribuidores Produtos e Serviços Empregados e Colaboradores Histórico de Atividades e Interações do Cliente Cliente Pessoa Física Cliente Pessoa Jurídica Cliente Família

12 Solução CRM Abrangente e Líder de Mercado
Inclui as melhores práticas de mais de 4,500 clientes bem sucedidos em mais de 20 indústrias Life Sciences Oil and Gas Public Sector Travel & Trans Auto Comm Chem Consumer Energy Fins Call Center Web Field Sales Field Service Partners / Contractors Employees Líder de mercado em aplicativos CRM Sales Marketing Service Análise de clientes / BI Corporativo Analytics Aplicativos ERM ERM Here at Siebel Systems, our product strategy is geared entirely around providing easier, faster, simpler ways for you to become a Customer Driven Enterprise. Since we’ve learned over time that there is no such thing as a universal CRM system, our product family includes twenty industry-specific solutions. We offer pharmaceutical CRM, retail banking CRM, telecommunications CRM, or high-tech manufacturing CRM, to name a few. These applications are based on our sales, marketing, and service platform, and this includes best practices in how you sell, market, and provide service. We think that a very exciting area is the business analytics area, and in fact this is our fastest growing product line at Siebel. Siebel analytics provides you with the necessary instrumentation for becoming a Customer Driven Enterprise. Of course, becoming a Customer Driven Enterprise involves more than just simply software, and you’ll see more and more service offerings from Siebel around user adoption and change management, and we also do have a line of software called Employee Relationship Management or ERM, where you manage the relationship with your employee and align them with the objectives of the CEO and the management team, so that they’re focused and help the company rapidly respond to opportunities, moving easily from strategy to execution. And then finally, our Universal Application Network product line is a standards-based suite of integration software. And this is the newest part of the Siebel product family and I think a very, very important addition. Division A Division B Division C Aplicativos para integração de processos de negócio baseados em padrões de mercado Universal Application Network HR SAP ERP CIF OSS SCM Custom Legacy

13 Benefícios alcançados
Linha de Frente Produtividade Ajuste dos níveis de atendimento baseando-se no perfil de clientes Conversão de atividades de serviços em oportunidades de venda Identificar e coordenar necessidade de ação Gerentes Reduzir custos de serviços e ampliar satisfação de clientes Monitorar e gerenciar atividades Aumentar receita de vendas pela apresentação das melhores ofertas, no momento correto Balancear a distribuição de atividades entre equipes e canais de atendimento Executivos Aumentar produtividade sem aumentar os custos Gerenciar o desempenho em relação as metas estabelecidas Manter e aumentar níveis de satisfação e fidelidade de clientes Identificar novos mercados e tendências With Siebel 7, there are thousands of enhancements to the existing product lines. For the sales applications, we made the web client and smart web architecture available not only over the web, but available on you laptop, so I can use Siebel’s patented sync to go to my hotel room plug in the phone line and synchronize the net changes from the client to the server. It gives you the same online and offline browsing experience online and offline through your browser. Another capability our users asked for was complete support for the Palm OS with a native application on the Palm.

14 Solução voltada aos processos de CRM
Vendas Análise de Dados Inteligência de Marketing Mobilidade Gestão de Campanha Cliente Siebel Solutions Sets comprise CRM capabilities to address the process, people and technology requirements for meeting the high tech strategic imperatives and becoming a Customer-Driven company. What I’d like to do is provide you with an overview of five of our Solution Sets and then drill down into 2 or 3 that you are most interested in. Intelligence-driven Marketing improves customer segmentation and campaign targeting to increase marketing effectiveness and ROI. Key components include multi-dimensional (visual, multi-attribute) customer segmentation and closed-loop, integrated campaign-to-lead-to-sales oppty mgmt that help companies Understand their Customers Better, and engage them in more effective dialog. Relationship Driven Selling improves sales coordination and effectiveness to increase close rates and reduce sales cycles. Key Components include Streamlined Sales Operations to help sales management design and implement integrated coverage strategies, and methodology-based execution to improve the field and channel sales effectiveness, two essential capabilities in Growing High Margin Businesses. The Perfect Order leverages customer information to streamline quote-to-contract, reducing transaction costs and improving the customer buying experience. Key components to the Perfect Order include Intelligent “asset-based” quoting and integrated quote/order/contract processing, One & Done Service helps companies Deliver World-class Service by linking customer agreements and solution knowledge to service delivery, increasing service revenues and profitability. Key components include Knowledge-driven service, which leverages company solutions across service channels, and Entitlements-based service and support, which ensures that customers receive an appropriate level of service based on their service contracts. Partner Network Optimization strengthens collaboration across the demand chain to increase partner-driven revenues. Key components include Methodology-based collaborative planning and Programmatic channel operations management, which focuses on ROI-based allocation of channel resources. Serviços

15 de Distribuidores e Clientes
Vendas Gerenciamento de Contatos Visão completa da interação com cliente Relatórios de visitas Ciclo fechado Análise por solicitação, em tempo real Aprimoramento e aprendizado contínuos Gerenciamento de Distribuidores e Clientes Forecast Gerenciamento de Oportunidades Controle faturamento Geração históricos Assinalamento de Territórios Relatórios e Análise de Vendas Cliente Gerenciar Entender Veículos Conta Corrente Medicamentos Configuração de Produtos Vendas com solução Móvel Medir Planejar Executar Gerenciamento de Ordens Opções múltiplas: Notebook, Handheld Sincronização com as bases de dados Solução wireless real-time Pipeline por estágio de vendas Funil de vendas Gerenciamento das vendas

16 Principais características de Vendas
Benefícios Melhoria na produtividade de Vendas Aumento de vendas cruzadas e de produtos mais rentáveis Simples gerenciamento de previsões Máxima visibilidade sob oportunidades potenciais Características Administração de contas e oportunidades Administração de contatos Administração de atividades Integração com seu correio eletrônico: Microsoft Outlook y Lotus Notes Assistentes ao processo de vendas Administração de território

17 Registro das solicitações
Serviços Gerenciamento de Requerimentos de Serviços Registro de todos os contatos com SAC Script de Chamados Ciclo fechado Análise por solicitação, em tempo real Aprimoramento e aprendizado contínuos Registro das solicitações Cadastro da base de conhecimento e soluções Instruções de trabalho Relatórios e Análise de Serviços Base de Soluções Cliente Gerenciar Entender Feedback ao cliente Histórico das ocorrências por cliente Retorno ao Cliente Atribuição aos Responsáveis Medir Planejar Executar Follow Up das solicitações Distribuição de tarefas conforme definição de papéis Workflow, automatização das atribuições Acompanhamento da resolução das solicitações Controle de prazos Alertas para atividades acima do prazo

18 Principais características de Serviços
Benefícios Suporte integrado a través de canais múltiplos (call center) Aumento da satisfação de seus clientes Suporte a agentes de serviço remotos Características Integração telefônica Administração de solicitações de serviços Administração de soluções Controle de atividades Auditoria das informações de serviços

19 Informativos de Clientes e Negócios
Marketing Plataforma analítica aberta Poderosas análises descritivas e preditivas Capacita todos os usuários com informações Ciclo fechado Análise por perfil, em tempo real Aprimoramento e aprendizado contínuos Informativos de Clientes e Negócios Plano e orçamento baseados em fatos Calendário corporativo Gestão de projetos e conteúdo Alinhamento e otimização dos gastos Relatórios e Análise de Marketing Planejamento e Gestão de Recursos Cliente Captura de respostas em múltiplos canais Gestão integrada dos novos negócios Redução do tempo de conversão de negócios Gerenciar Entender Gestão de Respostas e Novos Negócios Campanhas em Múltiplos Canais/Gestão de Programas de Fidelidade Medir Planejar Executar Segmentação robusta Definição conjunta de campanhas Execução em múltiplos canais Gestão integrada de programas de fidelidade Execução e Gestão de Eventos Gestão completa de eventos Produção de eventos com mais qualidade, rápido e com alto ROI

20 Principais características de Marketing
Benefícios Rápida conversão de prospects a oportunidades Máxima eficiências com custos de marketing e retorno do investimento Fácil administração de campanhas Características Assinalamento automático de prospects Administração de campanhas Simples importação de listas de contas, contatos e prospects Planilhas de controle de efetividade de marketing

21 Call Center e Contact-Center Com Melhores Práticas de Negócios
Crescimento de satisfação e lealdades de clientes Implantação multi-canal, com contact centers virtuais Real-time, roteamento de perfil de operadores e ilhas Personalização de serviço através da visão 360° do Cliente Resolução de primeiras chamadas utilizando base histórica de conhecimento Serviço on-line / real-time otimizado com ferramentas analíticas CRM OnDemand provides a built-in Contact-Center to enable companies to get a contact center up and running without a significant investment in hardware and software. According to Yankee Group, “… deploying a built-in model, where both CRM software and contact center infrastructure are hosted by one vendor, has distinct cost advantages during a 3-year period.  The savings start at 21 percent for a 25-agent contact center and continue to improve, up to as much as 59 percent for a 400-seat center." The embedded Service Best Practices in OnDemand enable companies to Increase Customer Satisfaction and Loyalty by Getting agents up and running quickly to handle new products and seasonal peaks using hosted Contact Center capabilities Routing incoming calls based on agent skills and availability with hosted Automated Call Distribution (ACD) capabilities Providing a 360° view of the customer to enable personalized service and a consistent experience for the customer across all touch points Allowing you to resolve issues quickly using the centralized knowledgebase Analyzing rep and call center effectiveness with analytics to improve service

22 BI Analítico – Business Intelligence EIS – Gerador de Relatórios
Avançadas ferramenta de monitoramento de performance Principais Benefícios: Cálculos e Pontuações Interface Amigável para usuários finais Análise Preditivas Identificação de problemas sinalizada automaticamente Relatório pré-formatados The analytics are also interactive and come with advanced capabilities such as conditional formatting and calculated fields. This functionality calls your attention to key trends and information, often by literally red-flagging them, and enables you to drill-down to additional reports (not just data) to get more information. This means you can identify issues in time to take action and drill down to get to the root of the problem so you can identify the right solution.

23 BI Analítico – Business Intelligence EIS – Gerador de Relatórios
Benefícios Melhor tomada de decisão em todos os níveis da organização Transformar informações em ações visando um impacto positivo nos seus negócios Análise e gerenciamento de tendências Características Análises interativas inclusas em todo o aplicativo Planilhas de controle pré-construídas com gráficos navegáveis Dezenas de relatórios pré-construídos com mais de 250 tipos de análise Poderosa ferramenta para fazer análises em tempo real Relatórios pré-construídos por industrias Opções avançadas: campos calculados, formatação, múltiplas formas de apresentar as informações

24 Melhores Práticas de Negócios Acelerando Implantações
Metodologia de implantação eRoadMap Caminho do Sucesso na Implantação de Sistemas. Key points: Technology alone is not enough – you need a vendor with the expertise to make you successful, and who can provide the tools and services to ensure a successful implementation. The Customer Experience Blueprint is a proven implementation methodology ______________________________________________________ To further ensure our customers’ success, we’ve codified our experience into what we call the “Customer Experience Blueprint”. We know that companies don’t want to reinvent the wheel and take unnecessary risks. Other companies have implemented CRM before you, With the Customer Experience Blueprint, we let you learn from the experiences of other companies that have done this before you. This is our point of view on what to do to achieve measurable business results. It is not something that just Siebel uses to deploy our solutions, but it is also followed by our broad ecosystem of hundreds of large partners like IBM, Accenture, Deloitte, Cap Gemini, EDS, and others. These partners work closely with us to deliver solutions using this customer experience blueprint. And it’s based on our experience with over 4,000 customers and three million users. What we’ve learned through our past projects is that people, process, and technology issues are critically important. If we follow these six phases of the project, there is a higher probability of addressing these interconnected issues and achieving success. Though not necessary for implementation, we also provide world-class services for customers who want it. We offer a full range of Turnkey key fixed price packages as well as custom consulting packages and TAM packages designed to help you implement quickly. The stages: UNDERSTAND. It all starts with understanding what it is you’re trying to accomplish. Are we trying to increase wallet share? Are we trying to get a single view of the customer? Are we trying to increase sales force productivity? Are we trying to provide higher levels of service at a lower cost in the call center? 2. ENVISION. And once we understand what those business outcomes and metrics are, then we need to envision the solution in step two. So how do we envision driving those productivity and business schemes and business value? 3. DEFINE. From there we define the solution in step three. What is the solution on the people side, on the process side and on the technology side? 4. BUILD AND DELIVER. Then we build and deliver that solution. 5. CONFIRM. Then we look back again to confirm that we achieved the results that we set out to accomplish in step one. 6. OPERATE AND OPTIMIZE. And then finally in step six, we operate and optimize the solution to continue to iterate, to make sure that we get better and better results and better and better user adoption and better and better business value as we continue the project. So it seems like a pretty simple concept from step one to step six, but what we tend to see is that many companies focus exclusively on step four, building and delivering the solution, without understanding up front what is that they’re trying to accomplish. As a result, they lack a systematic process to ensure that they get the outcomes that they needed. The Customer Experience Blueprint solves this problem. Simply put, Siebel can help you with our broad ecosystem support of tens of thousands of trained and certified Siebel professional services experts; we can help you achieve the business results that you need.

25 Gartner: Siebel é a Solução de Atendimento e Serviço Líder por 6 anos consecutivos
2003 2004 2005 2006

26 Forrester: A Mais Robusta Solução de Marketing
“…broadest overall functionality and wins B2B.” “Siebel Marketing is a no-brainer for existing Siebel customers.” “The campaign design and segmentation tools are very strong and worthy of consideration by B2C marketers…” “…top-notch analysis tools.” “…. very strong functionality for marketing planning and resource management, lead management, event management, and partner relationship management…” “Siebel’s new interaction management solution, Real-Time Decisions, promises to rival SSA Global’s Inbound Marketing (formerly Epiphany Interaction Advisor)….” B2B Forrester Research, a leading independent research firm, has recognized Oracle’s Siebel Enterprise Marketing Suite as having the strongest product offering in the latest Forrester Wave: Enterprise Marketing Platforms, Q Forrester refers to this broader suite as the Marketing Technology Backbone and the application layer is the Enterprise Marketing Platform (EMP). To assess the state of the EMP market, Forrester conducted a rigorous evaluation of the top eight vendors across 168 criteria that incorporated current offering, strategy and market presence. Siebel Enterprise Marketing Suite was rated “Strong Performer” and was ranked first in current offering in the Forrester Waves for B2C and B2B Marketing platforms. Siebel Enterprise Marketing Suite was also ranked first or second in the following categories: Marketing Planning and Resource Management, Campaign Management, Lead Management, Analytics and Reporting, Architecture and other vertical capabilities including its Loyalty Management and Trade Promotions Management solutions. Siebel Enterprise Marketing Suite also received high ratings for Application Usability and Interaction Management. B2C Source: The Forrester Wave™: Enterprise Marketing Platforms, Q1 2006, Elana Anderson, February 3, 2006

27 META Group, Ovum e IDC também colocam Siebel como Líder
METASpectrum EMM Vendor Evaluation Source: META Group, Enterprise Marketing Management Portfolio, December 2003 "With … 7.7, Siebel extends its EMM vision by delivering new levels of usability and expanded functionality.” Liz Roche, VP Technology Research Services, META Group, April 2004 Gartner MRM Magic Quadrant “[Siebel’s] vision for MRM analytics and closed-loop marketing is one of the strongest in the industry.” Siebel Source: Gartner, Magic Quadrant for Marketing Resource Management, 1Q05, Feb 2005 Ovum Evaluation of Siebel 7.7 "Excellent all-round functionality is provided, especially in marketing and campaign management…” Source: Ovum Evaluation of Siebel CRM Enterprise 7.7, 2004 Industry Awards 2004 IDC CMO Award for Marketing & Sales Alignment We are extremely proud of our record of achievement in developing what are widely acknowledged as the best products and technology on the market. Here’s just a few highlights – we were recognized by META as one of the leaders in Enterprise Marketing Management. We participated in the Gartner MRM MQ for the first time in 2004 and received a very favorable rating and comment by Kim Collins, the lead analysts on MRM for Gartner. Ovum a key analyst in Europe stated that our marketing solution provides excellent all round functionality. And we have also been recognized not only for the technology itself, but for how we internally use our own products to drive business results. In 2004, we received awards from two highly respected organizations—IDC, a leading market research group, and the Information Technology Services Marketing Association (ITSMA), a professional trade association—for how we use our technology to support our sales and marketing processes. 2004 ITSMA Diamond Award for Marketing Excellence 2005 CRM Leader for Marketing Automation

28 Clientes Líderes em Todas as Indústrias
Comms Automotive FINS Consumer Goods High Tech Media Manufacturing Ins / Healthcare Life Sciences Other Siebel CRM Solutions are the standard for market-leading organizations around the world. Spanning diverse industries and geographies, Siebel customers represent organizations of all sizes that are known globally for providing the highest levels of customer satisfaction in their respective industries.

29 Clientes Oracle – Siebel CRM OnDemand
Since its launch at the end of 2003, Siebel CRM OnDemand has experienced rapidly accelerating customer momentum with leading companies of all sizes across all industries.

30 Clientes no Brasil

31 10 Fatores Críticos de Sucesso em CRM
Estabelecer objetivos de negócio mensuráveis. Alinhar negócios e operações de TI. Posicionar os executivos no suporte a linha de frente. Deixe as metas de negócio direcionar as funcionalidades. Minimizar a customização e privilegiar as funcionalidades padrão dos aplicativos. Utilize consultores treinados e experientes. Envolvimento ativo de usuários finais no desenho da solução. Investimento em treinamento para habilitar os usuários finais. Executar a implementação em fases programadas. Medir, monitorar, e acompanhar. Although CRM software can deliver a wealth of benefits, many companies fail to appreciate that technology is just one component of a successful CRM initiative. Siebel Systems’ experience with more than 4,000 CRM initiatives has shown that the most successful companies approach customer relationship management as a complete business strategy, in which people, processes, and technology are all organized around delivering superior value to customers. We have identified 10 critical factors for successful CRM initiatives: Establish measurable business goals. It is critically important to define the specific business benefits you expect your CRM project to deliver. This may sound painfully obvious, but many projects fail because this “obvious” success factor is not observed. Align your business and your IT operations. While CRM is driven by technology, it’s not about technology. The point of CRM is to improve your customer-facing business processes; technology is only a means to achieving that end. Get executive support up front. Because CRM projects are strategic initiatives, top management must actively support them. Without executive endorsement, a CRM initiative can be read as a gimmick or a fad. Let business goals drive functionality. Just as a CRM project needs to be driven by business goals, so must every configuration decision. If a feature doesn’t directly help your company better serve customers, you probably don’t need it. Minimize customization by leveraging out-of-the-box-functionality. Customization is often the most costly, time consuming, and complex component of a CRM implementation. Choosing a CRM application that meets your requirements out of the box can dramatically reduce the need for customization and reduce the total cost of ownership. Use trained, experienced consultants. To ensure that your systems integrator can actually deliver a CRM project on time and on budget, look for consultants who are not only thoroughly trained in implementation methodologies for the applications you are considering, but also have real experience in deploying those applications. Actively involve end users in solution design. Unless you solicit and act on end user input, you run the risk of implementing systems that confuse and alienate the very people they are meant to help. Invest in training to empower end users. Training should not merely focus on demonstrating how to use the software’s features and functionality. Instead, training should teach employees how to effectively execute the business processes enabled by the CRM system. Use a phased rollout schedule. Most successful CRM projects follow a phased deployment schedule: each phase is focused on a specific CRM objective and is designed to produce a “quick win”—i.e., meaningful results in a reasonable amount of time (typically three to four months). Measure, monitor, and track. Once a CRM system goes live, the organization must measure, monitor, and track the system’s effectiveness, with an eye to continuously improving performance.

32 Expectativa de ROI de Implantações de CRM
23% 23% 18% 10% The benefits of CRM are clear: by streamlining processes and providing sales, marketing, and service personnel with better, more complete customer information, CRM enables organizations establish more profitable customer relationships and decrease operating costs. We have seen the net effect of these improvements on our own customer base. On average, Siebel customers achieve 8% revenue growth from Siebel eBusiness Applications. These results vary by industry, with some industries, like the Energy, Chemicals and Life Sciences industries, showing revenue gains of 10.5% each. Here’s what our Chemicals customers are reporting. 10% Revenue Increase 23% Employee Productivity Gains 23% Customer Satisfaction Increase 18% Customer Retention Increase Produtividade Dos Empregados Crescimento Satisfação De Clientes Aumento de Retanção de Cliente Crescimento De Receita

33 Fatores Críticos de Sucesso e Lições Aprendidas
Parceria Flexibilidade Qualidade Baixo Custo Satisfação dos Clientes

34 Siebel CRM Sergio Saldanha Gerente de Alianças e Canais de CRM
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