CRM87652639

IBMGlobalServicesDocument#IBMGlobalServicesIBMCRMIBMCRM/IBM20021220/IBM200212202003-4-29IBMGlobalServices©2001•CRM•CRM•IBMCRM2003-4-29IBMGlobalServices©2001/—••?––?••/•••/••••••••2003-4-29IBMGlobalServices©2001CRM?CRM2003-4-29IBMGlobalServices©200135125650%11%72%2003-4-29IBMGlobalServices©2001//•••2003-4-29IBMGlobalServices©2001EstablishandmaintaincustomerrelationshipsEstablishandmaintaincustomerrelationshipsFlexibilitySpeedofexecutionAbilitytoinnovateCostpositionInvestmentinHRSupplierrelationshipBrandimageandequityDegreeofConsensus00.10.20.30.40.50.60.70.030.050.130.210.280.320.410.430.490.490.660.66Quality:continuousimprovementSource:MercerMarketplace2000Survey(emphasisadded)TransforminformationintoknowledgeTransforminformationintoknowledgeSourcesofcompetitiveadvantage2003-4-29IBMGlobalServices©2001•CRM•CRM•IBMCRM2003-4-29IBMGlobalServices©2001•–––––––•––2003-4-29IBMGlobalServices©2001–:CustomerCustomerInformationInformationCustomerCustomerInformationInformationCustomerCustomerInformationInformation/CallCenterInternetFieldSalesCustomerCustomerInformationInformationCustomerCustomerInformationInformationCustomerCustomerInformationInformationCustomerCustomerInformationInformationCustomerCustomerInformationInformationCustomerCustomerInformationInformation//CustomerCustomerInformationInformationCustomerCustomerInformationInformationCustomerCustomerInformationInformation/2003-4-29IBMGlobalServices©2001CRMWeb&EmailWeb&Email7X242003-4-29IBMGlobalServices©2001CRM/,,,,(SAP,Siebel,ONYX,),//()(/)/Win-Back/2003-4-29IBMGlobalServices©2001IBMCRMApplicationFrameworkfore-businessTouchPointsMessagingandCollaborationPlatformsIntegratedCustomerInformationPersonalizationMobileContactCenterSelf-ServiceDirect(Branch)InteractionMail/FaxCollaboration/CommunitiesBusinessIntegrationCoreEnterpriseOperations(ERP)SalesMarketingProductSupportSupplyChainIntegrationServiceRelationshipManagementCRMProcessIntegrationCustomerKnowledgeeCampaignManagementData/TextMiningDataMarts/WarehouseDataTransformationMetaDataManagementIndustryCoreSystemsFinancialSystemsHumanResourceManagementSupplyChainManagementKnowledge/ContentManagementIntegratedTouchpointInfrastructureWebIvrNetworkingInfrastructureIntegratedCustomerInformationDetachedWireless2003-4-29IBMGlobalServices©2001•CRM•CRM•IBMCRM2003-4-29IBMGlobalServices©2001•IDCIBM(IGS)Sell&Support:2001CRM/($1,280M).•CRM,300CRM•IBMCRM28%•3,500CRM••CRM0100200300400500600700800IBMAccenturePWCCGEYDeloittesCompaqNo.ofCertifiedResourcesIBMCRM/Source:SiebelWebsite(www.siebel.com)at1February20022003-4-29IBMGlobalServices©2001IBMCRM2000CRM•––,,--160,IBM11.–CRM–IBM•–,–,CRM,IBM.•–CRM68!–Withstandardprocesses,thiswouldhavetakenyears.Ourintegratedmethodologiesenabledtherateandpacewithwhichwe'vebeenabletobuildanddeploytheinfrastructure.--DirectorofManagementOperations,IBM–307,400.55,000seats24–2026ibm.comcallcenters,4,370IBMers–EMEAService&Support3,044.(Techline&ServiceProductivityCenters(SPCs)Service&Support,EMEASalesSupportCenters(SSCs),PersonalComputingDivision(PCD))–24IBM900CRM50%2003-4-29IBMGlobalServices©2001IBM“”CRM•–CRM––2003-4-29IBMGlobalServices©2001IBMCRMWeWe’’renowrenowhere.here.WeusedWeusedtobetobehere.here.IBM2003-4-29IBMGlobalServices©2001IBM,CRMCRM.IT.IBM,.2003-4-29IBMGlobalServices©2001IBMCRMAssess,Definebestpractice,Selectpackage,Redesignprocesses,DefineROIBusinessAssess,Specifyrequirements,Redesign,InstallandTrainISresourcesIT-infrastructureAssessreadiness,Redesignorganizationandroles,Managechanges,TrainOrganizationDesign,Configure,Integrate,Document,TestsolutionandMigratedataApplicationManageRelationship,Project,Risk,QualityandCommunicationPrepareFocusSelectRedesignDesignDeployConfigureDomains2003-4-29IBMGlobalServices©2001IBMCRM...•––•–•–––––––––•–––•––2003-4-29IBMGlobalServices©2001IBMCRM••IBMIBM••IBMIBM••IBMIBMCRMCRM••IBMIBMCRMCRM••IBMIBMCRMCRM••IBMIBMCRMCRM••IBMIBM2003-4-29IBMGlobalServices©2001IBMCRMAssess,Definebestpractice,Selectpackage,Redesignprocesses,DefineROIBusinessAssess,Specifyrequirements,Redesign,InstallandTrainISresourcesIT-infrastructureAssessreadiness,Redesignorganizationandroles,Managechanges,TrainOrganizationDesign,Configure,Integrate,Document,TestsolutionandMigratedataApplicationManageRelationship,Project,Risk,QualityandCommunicationPrepareFocusSelectRedesignDesignDeployConfigureDomains2003-4-29IBMGlobalServices©2001EachkeystepinthepackageselectionandimplementationplanningengagementisuniquelylinkedtoasetoftasksandactivitiesinMethodBlue…PreparePhaseMethodBLUEorganizationchangereadinessassessmentOrg-101requirementsassessment&readinessissuescurrentprocessdefinition&assessmentBus-02Bus-18preliminarycostbenefitestimateBus-17assessmentoffuturebusinessgoalsandmeasurementsBus-06businessstrategyassessmentBus-07harmonizationprinciplesBus-51performcurrentanalysiscomparisonsBus-53Bus-05customerview&requirementsBus-16currentorganizationdescriptionOrg-01processcostanalysisBus-03currentperformancebenchmarks&metricsBus-04currentprocessdecompositionBus-22currentdetailedprocessdocumentationBus-2