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Under Pressure for Accountability, Alignment and Proven ROI from Marketing Investments
Expenditure is huge, results are unproven, processes are inefficient
Where measurable, 20% of marketing spend is wasted
It must be accountable, for every action taken and every dollar spent
Marketers cannot calculate ROI for 40-60% of spend
Customer Lifecycle
Customer Service
Marketing Management
Complete Planning and Budgeting Fact-based planning and budgeting to optimize spending Budget request and invoice handling Internal fund management, MDF and Trade Funds Marketing Approvals Management Designate approvers and their authority Workflow-driven approvals routing with audit trial Enterprise Marketing Calendar Real time visibility into enterprise marketing initiatives Content Management and Distribution Siebel capability and /or Integration with Digital Asset Management Tools Marketing Analytics Marketing Planning and Campaign Performance analytics Enterprise wide analytics (financials, supply chain, bookings)
Marketing Segmentation
Highly Interactive Interface
Drag and drop criteria definition and grouping, across multiple target levels Simplified query terminology (Start with, Keep, Add, Exclude customers) Waterfall style display of counts Sample counts for large data sets Personal and shared segment catalogs
Siebel 8.1.1
Campaign Execution
Benefits
Improved usability and management Easier to design web surveys Easier integration with company branding and websites More flexible choices
Unsynchronized channels No single view of the customer Manual, inconsistent business processes Employees lack access to information
Legacy
Division A
Division B
Division C
ERP
OSS
SCM
CIF
Multichannel Sales, Marketing, Service Business Intelligence and Analytics Employee Performance Division A Division B Division C
Web ollaboration/Cha
Channel Partners
Channels include: Voice, Email, Web (Chat and Co-browsing), VoIP, and Fax Universal Queuing Off-the-Shelf, Certified Computer Telephony Functionality Screen Pops Integrated Multichannel Communications Toolbar Customer Interaction History Activity Tracking Fully Configurable
Customer Dashboard
Immediate customer recognition when taking inbound communications Track key customer information throughout an interaction regardless of where the agent navigates in the application Quick navigation to customer information allows employees to be more productive
Blended Agent 1
Blended Agent 2
Blended Agent 3
Email Management
Fully Complete eMail Response Management System Advanced Linguistic Analysis
Auto Response Auto Suggest Intelligent Routing Self-learning Technology
Seamlessly Integrated
All communication channels Respond to Email and Web Campaigns Access to complete customer Information and interaction history