数据仓库与客户关系管理：金海年报告

2002.72Copyright©2002dwway.com,Inc.Allrightsreserved.•••UNIXCallCenterCRMSCM/ERPDW/BI•3Copyright©2002dwway.com,Inc.Allrightsreserved.••••4Copyright©2002dwway.com,Inc.Allrightsreserved.•IT•••DW&CRM5Copyright©2002dwway.com,Inc.Allrightsreserved.••••6Copyright©2002dwway.com,Inc.Allrightsreserved.•••••7Copyright©2002dwway.com,Inc.Allrightsreserved.//8Copyright©2002dwway.com,Inc.Allrightsreserved.1,000’s1,000’s:,:,:,:,10,000’s10,000’s:Web:Web100,000’s100,000’s:KPI():KPI()100’s100’s::10,000’s10,000’s9Copyright©2002dwway.com,Inc.Allrightsreserved.BI/DW•ERPSCMCRMFinancialSystem;•DSSBIDataMiningKPIScorecard;•10Copyright©2002dwway.com,Inc.Allrightsreserved.ERPCRM11Copyright©2002dwway.com,Inc.Allrightsreserved.12Copyright©2002dwway.com,Inc.Allrightsreserved.——••••••13Copyright©2002dwway.com,Inc.Allrightsreserved.•“”–Integration–Authority–Veracity–Updating–Accessibility14Copyright©2002dwway.com,Inc.Allrightsreserved.••••ERP•OLTP•OA••••••OLAP•KPI•Portal•CRM••15Copyright©2002dwway.com,Inc.Allrightsreserved.•(DW)••EIS••••WebWebERPETLDataMart••ASP16Copyright©2002dwway.com,Inc.Allrightsreserved.•BrioBOCognos•OLAPEssbaseDB/2OLAPMSOLAP•SASSPSS•TeradataOracleDB/2Sybase•ETLInformaticaDatastageOWB17Copyright©2002dwway.com,Inc.Allrightsreserved.•••18Copyright©2002dwway.com,Inc.Allrightsreserved.••••19Copyright©2002dwway.com,Inc.Allrightsreserved.•BillInmon–DWÆDM•RalphKimbal–DMÆDW20Copyright©2002dwway.com,Inc.Allrightsreserved.•••••••21Copyright©2002dwway.com,Inc.Allrightsreserved.••••••22Copyright©2002dwway.com,Inc.Allrightsreserved.•RIDRapidIncrementalDevelopmentMethodology¾→→¾¾23Copyright©2002dwway.com,Inc.Allrightsreserved.•––––•24Copyright©2002dwway.com,Inc.Allrightsreserved.1.2.3.4.5.6.7.8.25Copyright©2002dwway.com,Inc.Allrightsreserved.••••26Copyright©2002dwway.com,Inc.Allrightsreserved.CRM——•–CallCenterUMSContactCenter•CRM–SFA•CRM–BIDataMining–Segmentation27Copyright©2002dwway.com,Inc.Allrightsreserved.•/•/•/•/••28Copyright©2002dwway.com,Inc.Allrightsreserved.CRM•–MassMarketing–ProjectingMarketing•4P4C–Product,Price,Place,Promotion–Customer’sneed,CoststoCustomer,Convenience,Communication;29Copyright©2002dwway.com,Inc.Allrightsreserved.DW∩CRM••30Copyright©2002dwway.com,Inc.Allrightsreserved.••••31Copyright©2002dwway.com,Inc.Allrightsreserved.•3ofthetop4P&CInsuranceCompaniesUS•14ofthetop25P&CInsuranceCompaniesUS•Property&Casualty32Copyright©2002dwway.com,Inc.Allrightsreserved.33Copyright©2002dwway.com,Inc.Allrightsreserved.•Notacticalgoals•Noperformancerewards•Lackofinformation•Visioniscommunicated•Performanceismeasureandrewarded•Actoninformation•Lotsofmanualprocesses•Lotsofworktodevelopreports•Notimelyinformation•Centralizeddatarepositoriesarecreated•Processesareautomated•Easytocustomizeanddevelopreports•Informationisintegrated•Easyaccesstoinformation•Singleviewofexternalandinternalinformation•Multipledatabases•Hardtoaccessdata•Noexternalinformation34Copyright©2002dwway.com,Inc.Allrightsreserved.•///•••/•/••••//••······DW+CRMBusinessAnalysisCRM35Copyright©2002dwway.com,Inc.Allrightsreserved.ProfitableGrowthSalesGrowthCombinedRatioPricingVolumeNewCustomersExistingCustomersExpenseRatioLossRatioActuarialUnderwritingCompetitivePricingCustomerService(Perceived)PriceChange/HandlingCustomerService(Actual)LossAdjustmentExpensesLegalOutsourcingProductivity/EfficiencyClaimsCycleTimePhoneCenterServiceClaimsServiceLossPayoutsClaimsCycleTimeClaimsSeverityLeakageReservingSubrogation/Salvage36Copyright©2002dwway.com,Inc.Allrightsreserved.LargeP&CInsurer•Re-engineeredtheclaimsarea•ImplementedClaimsAnalyticalApplication•Reducedlossratioby15-20%•Reducedcycletimeby???•Reducedadmincostsby???ClientSolutionImpact•ImplementedBIPlatform•Implementedperformanceindicators•Reducedcycletimeby25%•Improveadjusterproductivityby15%CSAA37Copyright©2002dwway.com,Inc.Allrightsreserved.80/2038Copyright©2002dwway.com,Inc.Allrightsreserved.Marketing•98%•10•5%60%~100%••39Copyright©2002dwway.com,Inc.Allrightsreserved.•UpSelling•CrossSelling40Copyright©2002dwway.com,Inc.Allrightsreserved.CRM••41Copyright©2002dwway.com,Inc.Allrightsreserved.•RightCustomers•RightOffer•RightTime•RightCommunications42Copyright©2002dwway.com,Inc.Allrightsreserved.1%~3%––––2%~5%–––/–/18%~30%–––Internet/email–ATM/6%~15%––––43Copyright©2002dwway.com,Inc.Allrightsreserved.•CIF•••CIF••44Copyright©2002dwway.com,Inc.Allrightsreserved.•–MVCMostValuableCustomer–MGCMostGrowableCustomer–BZBelowZero•45Copyright©2002dwway.com,Inc.Allrightsreserved.DefineCustomerCareObjectivesSegmentandManageCustomerCampaignsActionizeandDevelopprofitablecustomersCustomerreferralsReturnonInvestmentReturnOnInvestmentCustomerAdvisorCustomerLoyaltyDevelopandMigratepreferredcustomersRetainvaluableCustomersHighLowCustomerFocusLevelLowHigh46Copyright©2002dwway.com,Inc.Allrightsreserved.——A$500,000,000$120,000,000$1,200$500416,666240,000Crossselling5%240,000x5%12,000x$1200=$14,400,000416,666x5%20,834x$500=$10,416,650$24,816,65047Copyright©2002dwway.com,Inc.Allrightsreserved.——A$500,000,000$120,000,000$