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As A
Socio -Technical System
Overview
Software Services
Integration Training
Consultancy
•communications/telecom
•financial services/ banking/insurance
•discrete manufacturing/technology
•retail/consumer goods and services
•81% of the total market opportunity for CRM
services
Trends in the Market
Elements of Integrated Customer
Management
Benefits
❧Customer Advocacy
❧ Loyal customers = Profitability↑@ ↓ cost
❧ continual revenue stream
❧ opportunities for cross sell and up sell
❧ a rich source of referrals
❧ A customer-centric organization ensures that
customers have a consistent, satisfying, and
personalized experience
ROI
❧ Bottom Line -biz has to sell more and service
that demand without increasing the resources
to do so
❧ increase revenues or reduce costs
❧ Top-line growth
❧ 3 sources only
Better Customer Management