from operational effectiveness to service excellence
DESCRIPTION
Presentation on Social CRM to Oracle CRM summit in ParisTRANSCRIPT
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From organisational effectiveness to service excellence
Gary SlaterHead of Business Systems
Business & Enterprise North East
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Agenda•Business & Enterprise North East – brief overview
•Our CRM Challenge
•Benefits of adopting Oracle on Demand
•Future vision – serving the 21st Century Customer
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Our mission – economic wealth for the best region in the UK
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What we do – helping people start a business
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What we do – helping established businesses grow
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Systems vision – support delivery of KPI
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Systems vision – deliver organisational effectiveness
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Systems vision – customer-centric organisation
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Systems vision – learn and continuously improve
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Additional challenges – Four businesses into one
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Additional challenges – New Business Model
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Additional challenges – Time pressures
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So we went to market
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And we chose….
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Only joking we actually selected…
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Implementation approach – business led
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Implementation approach – empowered team
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Implementation approach – partnership with Oracle
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Result – Success!
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Result – Oracle Reference Customer
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Benefits – Operational and effective within 6 months
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Benefits – Reduced Cost of Ownership
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Benefits – Flexible system configured to our needs
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Benefits – One version of the truth
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On the way to the vision – doing the basics brilliantly
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Systems vision – why we aren’t fully there
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So how do we get the perfect 10?
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Social CRM of course
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Social CRM – what is it?
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It’s about customers not salespeople
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It’s helping customers to connect with you & each other..
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But not in a structured way
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It’s putting the customer in control
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It’s customers telling you how it was for them
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And you listening….
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It’s not controlled by you
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It’s about sharing our knowledge
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It’s about being in partnership with customers
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If we get it right our service will be transformed
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So, what will it actually look like?
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I don’t write software but..
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It’s customer portals – self-service on Demand…
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It’s online communities serving shared interests…
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It’s interactive, real-time and linked to CRM on Demand…
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Benefits Social CRM will bring… Brand Loyalty
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Benefits … customers developing products with you
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Benefits … insight and learning from customer experience
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Benefits … customers become evangelists
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So over to the experts
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If you meet this challenge
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Our customers will be delighted
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And our vision will be realised
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Thanks for listening, any questions?