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    Achieving Operational Excellence and Customer Intimacy: Enterprise Applications

    Uploaded by

    ranvirsingh76
    mis

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    © All Rights Reserved
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    Achieving Operational Excellence and Customer Intimacy: Enterprise Applications

    Uploaded by

    ranvirsingh76
    12 views1 page
    mis

    Original Title

    MIS_10E_CH09_LT2

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    © © All Rights Reserved

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    mis

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    12 views1 page

    Achieving Operational Excellence and Customer Intimacy: Enterprise Applications

    Uploaded by

    ranvirsingh76
    mis

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 1

    C h a p t e r 9

    A c h i e v i n g O p e r a t i o n a l E x c e l l e n c e a n d
    C u s t o m e r I n t i m a c y : E n t e r p r i s e A p p l i c a t i o n s
    M a n a g e m e n t I n f o r m a t i o n S y s t e m s : M a n a g i n g t h e D i g i t a l F i r m 1
    LEARNING TRACK 2: BEST PRACTICES BUSINESS PROCESSES IN CRM SOFTWARE
    TABLE 1 Examples of Best Practice Business Processes in the Siebel CRM System
    BUSINESS PROCESS DESCRIPTION
    Priority-based lead qualification and distribution Evaluates and scores leads, providing scripted assessment guides to enable sales
    agents to focus on the leads with the highest potential value.
    Integrated customer order management Automates the workflow for order management, including designing a customer
    solution, developing a detailed product configuration, applying correct pricing
    and contract terms, and entering and shipping the order.
    Real-time offer optimization Ensures that the optimal marketing offer is presented to a customer.
    Value-based customer segmentation Enables marketing organizations to deliver different offers and services based on
    current and potential customer value.
    Contact strategy-based targeting Enables marketing organizations to define and consistently enforce across the
    enterprise policies governing the types and frequencies of communications with
    customers. Ensures compliance with customer privacy and communication
    preferences.
    Rules-based service order fulfillment Ensures that service orders are fulfilled in an order based on the lifetime value of
    the customer and the specific details of that customers service agreement.
    Value-based service coverage Ensures that an organizations highest-value customers are routed to the most-
    qualified customer service agents.
    Copyright 2007 by Pearson Education, Inc.

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