Herramientas simples de conexión humana

Presentación del tema: "Herramientas simples de conexión humana"— Transcripción de la presentación:

1 Herramientas simples de conexión humana
Microsoft Dynamics CRM 4.0 Herramientas simples de conexión humana Rogelio López Milián CRM Lead Microsoft México

2 ¿Qué es un CRM? Incrementa la Retención y Adquisición de Clientes
Aplicación Tecnológica Valor de Negocio Estrategia de Negocio Un CRM es una estrategia de negocio apoyada en Software, que se enfoca en la atención, retención y adquisición de nuevos clientes

3 Impacto del CRM en los negocios
Es de 6 a 7 veces más caro el obtener un nuevo cliente que retener un cliente existente Harvard Business Review Un 5% en la retención de nuestra base instalada puede incrementar las ganancias de la empresa en un 25% a 100% The Loyalty Effect Las empresas pierden el 50% de sus clientes cada 5 años Most companies focus on selling product to new customers but all research shows that the focus on retention instead of acquisition has a very powerful impact on the company bottomline

4 Tendencias de los Negocios 2010
65% de las empresas invertirán en tecnología para mejorar sus productos/servicios 56% de las empresas invertirán en incrementar sus capacidades de CRM 42% de las empresas invertirán en fortalecer sus areas de marketing y ventas Key point 1 56% of companies say that they will invest into improving their customer experience to drive top line and revenue growth strategies. So what: if you are not thinking about your customer strategy, you run the risk of being overtaken by companies who are investing in that area. If you are investing into this area, then you need to know.... More details The research is based on a wide-ranging survey that EIU conducted of 117 senior Singapore-based senior executives between November 2004 and January 2005, using both telephone and online surveying techniques. This was part of a global survey, Business 2010, conducted by the Economist Intelligence Unit, in which 4,018 executives took part across 23 countries. In 2010 Singapore-based businesses will face if anything a more challenging competitive environment than exists today. Opportunities will abound for revenue growth, particularly in Asia-Pacific’s fast-growing emerging markets. But competition at home and abroad will be fiercer, characterised in many industries by a greater concentration of market power in the hands of a few large players. And customer demands will only get tougher and more sophisticated. In light of changing customer preferences, Singapore businesses say they will strive even harder to improve product and service quality, step up spending on customer relationship management capabilities and bolster marketing and sales. IT has a pivotal role to play in improving customer relations — more important, say 57% of respondents, than in any other part of the business. Its main tasks in this endeavour will be enhancing the firm’s ability to understand and predict customer behaviour; expanding the access of customers to corporate networks; and mining performance management data generated by customer-facing processes.

5 Beneficios esperados por CRM
Encuesta de CRM - Gartner 2007 Detonadores de iniciativas de CRM en las empresas Finding: Service and customer loyalty are the top key drivers for implementing CRM. The drivers that led a business to implement CRM in the past are not the same drivers observed today. Companies today are competing more on customer "service" than on price, for example. Companies are therefore going to choose a CRM solution that provides them with a more comprehensive understanding view of their customers, with actionable data they can use to shape their customer touch points. Providers must be aware of customers’ motivations and drivers and how they will measure success of the implementation; providers need to keep these factors in mind and continue to monitor changes in buyer preference when packaging and marketing their offerings. Source: 2007 Gartner User Survey Analysis, North America

6 Microsoft Dynamics CRM
Clientes Mercadotecnia Ventas Servicio Análisis del Negocio Plataforma Escalable y Extensible (xRM)

7 Exito depende en contar con el CRM Adecuado
Adecuado Personas La experience de usuario adecuada para cada rol Adecuado Negocio Rapidamente configurable permitiendo cumplir con las necesidades de negocio Adecuado Infraestructura Implementación rápida e integrada con las tecnologías existentes

8 Caso Ediciones SM

9 Rogelio López Milián CRM Lead Microsoft Dynamics
Gracias Rogelio López Milián CRM Lead Microsoft Dynamics