文档介绍：NEXT
GENERATION
CRM
munications Industry Perspective
munications study by
Deloitte Consulting and Deloitte & Touche
CONTENTS
Introduction ................................................................................2
How Traditional CRM Ignores the Customer ............................3
The Evolution of CRM .................................................................6
petitive Advantages of Next Generation CRM ...........8
Implementing Next Generation CRM ........................................11
Next Generation CRM Market Imperatives ...............................16
Next Generation CRM in Action: The ipulsys Case Study .........18
Why Next Generation CRM Works ..............................................23
Endnotes & Acknowledgements ................................................24
The following fictionalized te presents a picture of what is available today at a
number panies that are pursuing Next Generation Customer Relationship Management
(CRM) solutions.
Schillinger International, an ponents maker, maintains design and
production facilities throughout North America, Europe, and Asia. The firm uses an IP-based
virtual work (VPN) to connect its design teams, and puter-assisted
design tools in its product development process. pany'work provider is
, a pany that has deployed next generation CRM - NextDeloitte Research Generation CRM
software.
We follow Schillinger's Vice President munication, Darla Chase, as she copes
with pany's work capacity demands.
08:17: Chase receives an e-mail alert from the 08:30: Chase confirms that these centers
web center at : pleted a major redesign of
latency between Schillinger's design Schillinger's main product a month ago,
centers in Barcelona, Lyon, and Singapore and are unlikely to use this capacity in the
has increased due to higher traffic near future.
volume.
08:45: Sophisticated modeling tools on the
08:19: Chase accesses the secure that allow Chase to