Lepanto Customer Relationship Management - New York …

1 Customer RelationshipManagement (CRM)Rob Lepanto , AppCentricAbout the PresenterzRob Lepanto has been working with the oracle Apps forover 10 years, with a focus on has performed exhaustive reviews of the CRMsoftware offered by oracle , Siebel, PeopleSoft, and SAPand has worked with clients on package selection forCRM is a Partner at AppCentric, a high-quality ERPconsulting company based in is the President of the NYC-OAUGCRM Overview, Rob Lepanto , AppCentricWhat is CRM?zAn integrated, comprehensive process providingan organization with information about itscustomers, enabling it to provide the rightproducts and services to the right customers atthe right time, at the right price, while providingthe right level of Overview, Rob Lepanto , AppCentricWhat are the Benefits of CRM?

2 ZThe potential benefits include: Increased sales Increased Customer retention More profitable Customer relationships Decreased operating costs Increased margins Increased shareholder valueCRM Overview, Rob Lepanto , AppCentricPotentialThe goal of this presentationzTo provide the audience with a brief, conceptualframework for CRM and an introduction to theOracle CRM provide the audience with information that willhelp them determine whether they would like tolearn more about how CRM could benefit determine if there is interest in more focused,training-oriented sessions on CRM sponsored bythe Overview, Rob Lepanto , AppCentricComponents of CRMCRM Overview, Rob Lepanto .

3 AppCentricRetaining CustomersAcquiring CustomersIdentifying CustomersMarket ResearchMarketingNew SalesServiceSupportOngoing SalesProspectingINFORMATIONU sing Systems to Support CRMzEarly CRM focused on automationzCurrent CRM focuses on Automation, but also: Information Alignment Collaboration EffectivenessCRM Overview, Rob Lepanto , AppCentricInformationzIdentifying, capturing, and recalling informationabout the Customer is the basis forunderstanding how to interact, work with, andsupport that customerCRM Overview, Rob Lepanto , AppCentricAlignmentzEnsures that groups within an organization worktogether to support corporate objectives throughbetter communication, consistent information,and Overview, Rob Lepanto , AppCentricCollaborationzEnables coordinated selling, service, and supportacross channels, business units, anddepartments through integrated processes andshared Overview, Rob Lepanto .

4 AppCentricEffectivenesszDriving enterprise information and enterprise-wide business processes throughout all phasesof the sales and service Overview, Rob Lepanto , AppCentricSome Influential FactorszCost of acquiring new customers is higher than the costof retaining current channels are accounting for an increasingpercentage of total sales and Offshoring, while potentially creatingsignificant cost-savings, are physically and logisticallydividing organizations and are increasingly separatingcustomers with Customer service organizations, in termsof time, location, and Overview, Rob Lepanto , AppCentricOracle s CRM OfferingzOracle MarketingzOracle SaleszOracle ServicezOracle Partner Relationship ManagementzAnalyticsCRM Overview, Rob Lepanto , AppCentricOracle s CRM OfferingCRM Overview, Rob Lepanto , AppCentricMarketingMarketing9i Data MiningTradeManagementSalesTeleSalesField SalesSales OfflineConfiguratorQuotingProposalsIncen tiveCompensationiStoreServiceTeleService iSupportField ServiceMobile FieldServiceAdvancedSchedulerDepot RepairServiceContractsAnalyticsBusinessI ntelligenceDiscovererSales AnalyzerPartnerRelationshipManagementPar tnersOracle MarketingCRM Overview, Rob Lepanto .

5 AppCentriczCampaign Planning and ExecutionzAnalysis and ReportingzSegmentation and List ManagementzE-MerchandisingzBudget and Cost ManagementzPromotion ManagementzProduction Creation and MaintenancezPricing ManagementzDeliverable and Message ManagementzEvent Logistics ManagementzResponse ManagementzLeads ManagementzMarketing to PartnersMarketingMarketing9i Data MiningTradeManagementOracle SalesCRM Overview, Rob Lepanto , AppCentriczTeleSaleszField SaleszSales OfflinezConfiguratorzQuotingzProposalszI ncentive CompensationziStoreSalesTeleSalesField SalesSales OfflineConfiguratorQuotingProposalsIncen tiveCompensationiStoreOracle ServiceCRM Overview, Rob Lepanto , AppCentriczTeleServiceziSupportzField ServicezMobile Field ServicezAdvanced SchedulerzDepot RepairzService ContractsServiceTeleServiceiSupportField ServiceMobile FieldServiceAdvancedSchedulerDepot RepairServiceContractsOracle AnalyticsCRM Overview, Rob Lepanto , AppCentriczComplex and comprehensive toolszNeeded for complete understanding of customers andmanagement of Customer of breed softwareAnalyticsBusinessIntelligenceDis covererSales AnalyzerOracle Partner Relationship MgmtCRM Overview, Rob Lepanto , AppCentriczWork collaboratively with distribution channel partnerszAllows companies to register, profile.

6 And managechannel partnersPartnerRelationshipManagementPar tnersIn SummaryzOracle s CRM offering is substantial. It is alsosomewhat complicated because it is comprisedof so much with the rest of the ERP suite is oneof its major goal of this presentation was to provide youwith some basic information on CRM todetermine whether this will be an important topicfor future Overview, Rob Lepanto , AppCentricFor more informationzIf you want to learn more about CRM, including eithermore detailed presentations on the various modules ortraining sessions for individual modules, please indicatethis on the NYC-OAUG survey that you have to time constraints, questions will be handled viaemail or over the you would like to speak to me directly about thispresentation or any NYC-OAUG issues, please either callme (Rob Lepanto ) at or email me Overview, Rob Lepanto , AppCentric