Dynamics denken en doen* PwC Dynamics Rondetafelsessie 21 *connectedthinking
Agenda Plenaire sessie 15.15 16.30 Inleiding Partners Microsoft Pauze 16.30 17.00 Discussie 17.00 18.00 Borrel 18.00 19.00
Dynamics denken en doen* Klanttevredenheid - *connectedthinking
Agenda 1. Waarom? 2. Marktontwikkelingen 3. Kritieke succesfactoren 4. Selectie en implementatie
Waarom? Verbeteren van dienstverlening Vergroten van de loyaliteit Verbeteren van klantretentie Inzicht krijgen in de klant(gedrag) en zijn (koop)motieven Verbeteren van de merkbeleving
Generiek verkoopproces / ondersteuning Slide 6
Marktontwikkelingen Consolidatie leveranciers Verticalizering van oplossingen Van leverancier naar platform provider portals On-Demand (hosting) On-Site, On-Demand (webbased) Binnenkort huurt elk bedrijf zijn eigen -systeem, in plaats van die zelf te implementeren
software: Midden segment 1. Gemiddelde software investering vanaf 40.000,- 2. Uitgebreide standaard software voor met name marketing, verkoop, service en projecten 3. Middellange implementatietijd: doorlooptijd gemiddeld 2 tot 5 maanden 4. Verhouding tussen softwarekosten en consultancykosten ligt rond 50:50 5. software voor middelgrote tot grote organisaties, vanaf 20 gebruikers Slide 8
Kritieke succesfactoren Alignment Pakketselectie Leverancierselectie Scope & Commitment Slide 9
Pakketselectie Kernfunctionaliteit: Relatiebeheer Agendabeheer Marketing (e-mailings en campagnes) Verkoop (leads, offertes, pijplijnanalyse, bezoeken) Service (Service, support, klachten..) Overige: Analyse en rapportage Integratie / interfacing (ERP, PDA s) Buitendienst Workflow Slide 10
Leveranciersselectie 1. Referenties 2. Proces- en branchekennis 3. Sparring partner 4. De klik Slide 11
Scope & Commitment Uitgangspunten en scope Draagvlak Mijlpalen en deliverables Maatwerk Data kwaliteit Slide 12
Bedankt voor uw aandacht 2008. All rights reserved. refers to the network of member firms of International Limited, each of which is a separate and independent legal entity. *connectedthinking is a trademark of LLP (US).
Stellingen Weet u welke 20% van uw klanten 80% van uw winst genereert? Zo niet, dan zult u serieus een implementatie moeten overwegen. Slide 14
Stellingen De functionaliteit in NAV of AX is voor mij meer dan voldoende, Dynamics voegt daar niets aan toe Slide 15
Stellingen gaat bij ons niet werken, onze verkopers houden hun informatie toch voor zichzelf. Slide 16
Vraag Hoeveel leveranciers heeft u zelf? Hoe loyaal bent u aan hen? Slide 17
Algemeen meest klantvriendelijke bedrijf van dit jaar, namelijk Albert Heijn, ANWB, Bol.com, C1000, Hema, Ikea, Jumbo, Plus, Rabobank en Wehkamp.nl. http://www.itcommercie.nl/ http://www.computable.nl/overzicht/ict_topics/2333360/crm.html http://crm.startpagina.nl Slide 18
Gartner s Visie op ontwikkelingen in de markt De geïntegreerde suite heeft geen toekomst. Om nieuwe eisen te implementeren zijn verschillende routers mogelijk Slide 19
1.0 v. 2.0: The Customer Rules 1.0 Features/Functions 2.0 Features/Functions Customer facing features - sales, marketing & support. Still isolated from back office, supplychain Fullyintegrated into an enterprise value chain that includes the customer as part of it Tools are associated with automating functions Integrates social media tools into apps/services: blogs, wikis, podcasts, social networking tools, user communities Automate interaction history for lead nurturing and relationship building Utilize knowledge in context to create meaningful conversations Models customer processes from the companypoint of view Models companyprocesses from the customer point of view Recognizes that the customer relationship encompasses information-seeking and information-contributing behavior Resided in a customer-focused corporate business ecosystem Resides in a customer ecosystem Utilitarian, functional, operational Marketing focused on processes that sent improved, targeted, highlyspecific corporate messages to customer All those plus style and design matter Marketing is front line for creating conversation with customer - engaging customer in activity and discussion Business produces products & creates services for customer Business is an aggregator of products, services, tools and knowledge for the customer Intellectual Property protected with all legal might available Intellectual property provided when appropriate to customer, partner, supplier, problem solver Business focus on products and services that satisfy customers Business focus on environments & experiences that engage customer Tactical and operational Customer strategyis part of corporate strategy Innovation from the designated Strategic Customer strategy IS corporate strategy Innovation from both internal and external sources Separation between work and personal life Work at home/personal things at work work personal integration Slide 20 Source: 2.0 Wiki (http://crm20.pbwiki.com)
Groeiverwachting 2006 - $3.6 billion, software licenses 2012 - $6.6 billion, software licenses Source Datamonitor Economic Outlook: 2007 - $6.8 billion, software 2012 - $13.3 billion, software Source: Gartner Group, Outlook, April 2008 Slide 21
Leveranciers Act! Afas Agresso Archie Exact e-synergie Microsoft Dynamics Salesforce Salesmanager Sage Slide 22
Toekomst: 2.0 1.0 Features/Functions 2.0 Features/Functions Customer facing features - sales, marketing & support. Still isolated from back office, supplychain Fullyintegrated into an enterprise value chain that includes the customer as part of it Tools are associated with automating functions Integrates social media tools into apps/services: blogs, wikis, podcasts, social networking tools, user communities Automate interaction history for lead nurturing and relationship building Utilize knowledge in context to create meaningful conversations Models customer processes from the companypoint of view Models companyprocesses from the customer point of view Recognizes that the customer relationship encompasses information-seeking and information-contributing behavior Resided in a customer-focused corporate business ecosystem Resides in a customer ecosystem Utilitarian, functional, operational Marketing focused on processes that sent improved, targeted, highlyspecific corporate messages to customer All those plus style and design matter Marketing is front line for creating conversation with customer - engaging customer in activity and discussion Business produces products & creates services for customer Business is an aggregator of products, services, tools and knowledge for the customer Intellectual Property protected with all legal might available Intellectual property provided when appropriate to customer, partner, supplier, problem solver Business focus on products and services that satisfy customers Business focus on environments & experiences that engage customer Tactical and operational Customer strategyis part of corporate strategy Innovation from the designated Strategic Customer strategy IS corporate strategy Innovation from both internal and external sources Separation between work and personal life Work at home/personal things at work work personal integration