文档介绍：The SAS Solutions for CRM
Topics
CRM Market
Customer Intelligence & the CRM Business Process
CRM Architecture
CRM Applications
The SAS Solutions for CRM
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What is CRM?
A shift in emphasis from:
Mass to individual
Product to customer
Acquisition to retention
Function to experience
Shareholders to customers
A Strategic Initiative that enables pany to e customer centric. ponents include people, process and technology.
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I don’t have long term profitable relationships with my customers
I am unable to identify my most valuable or highest potential customers
I am not effectively creating value and cross selling opportunities for these customers
I have low customer retention and loyalty
CRM Business Problems
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How Can SAS Help You?
…Built on 25 years in customer analysis, the SAS Solutions for Customer Relationship Management provides the customer intelligence you need to maximize the profitability of your customer relationships.
The SAS Solutions for CRM will help pany:
360 degree customer view
Segment & Target your most Valuable Customers
Analyze and Profile
Continuously Learn
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CRM Business Flow: The Role of Customer Intelligence
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The Role of Customer Intelligence: Strategic Focus
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The Role of Customer Intelligence: Strategic Focus
Focus resources
Focus investment
Focus on right
customer groups
services
products
channels
aspects of quality
Customer base is an municate objectives to the business
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The Role of Customer Intelligence: Strategic Focus
How is a customer defined?
Who owns the customer?
What are my key customer groups ?
How much should I invest in different customer groups?
What realistic targets should I set to ensure profitability?
How much should I invest in my channels? - the ?
Best practice - who is recruiting the best customers?
What is the value of the customer asset?
How many of my top customers could I lose before taking a loss?
Would I know if petitor was stealing my best customers ?
Could I react appropriately