tailieunhanh - The ROI Report

At Peppers and Rogers Group, we believe that the goal of Customer Relationship Management (CRM) initiatives is the development of Learning Relationships with customers. CRM practitioners leverage deep understanding of individual customers to make their products or services increasingly smarter over time relative to each customer’s needs. Customers are hesitant to reinvent this relationship with another firm. | tham k Featured Organization Brother International Corporation Case Studies Analyzing the Return On Investment of Customer Relationship Management CRM Initiatives Report Volume Six Number 3 June 2002 Brother Pursues Fully Integrated CRM Strategy to Develop Customer Loyalty Projected 129 ROI. Benefits Reduce Returns. Each reduction in returns Saves More than Million Per Year Consider Customer s Lifetime Value LTV not just transaction value. Anticipate Customer Needs for new product or software upgrades. Maximize Customer Experience increase accessory sales revenue growth. Reduce Servicing Time for end users 40 dealers 50 . Consistently Improve Quality of Service. Share knowledge across the organization through the Solution Database. Campaign to Tightly Focused Target Groups within hours. Introduction and Company Business Context Mission and Driver Strategy Business Case .6 Business Proceeding with SAP CRM .11 CRM Strategy Defining Key Performance Indicators .13 Implementation .15 Implementation The Lessons About the ROI Report . . 22 The ROI Report is published by Hill Holliday 200 Clarendon Street Boston MA 02116. Copyright 2002 The ROI Report. Reproduction prohibited. For more information please call 1-800-283-1SAP Please refer to material No. 50 056 102. Tài liệu tham khảo - Peppers Rogers Group At Peppers and Rogers Group we believe that the goal of Customer Relationship Management CRM initiatives is the development of Learning Relationships with customers. CRM practitioners leverage deep understanding of individual customers to make their products or services increasingly smarter over time relative to each customer s needs. Customers are hesitant to reinvent this relationship with another firm. Building these types of relationships require a company to make difficult changes in their firms. So why invest in CRM at all Dr. Martha Rogers and I