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CRM Creating Customer Advoacates[1]

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Marino Associates, LLC
Marino Associates, LLC
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Customer Relationship Management Creating Customer Advocates Dan Marino, CPIM Sr. Partner Marino Associates, LLC Marino Associated, LLC
MOST COMPANIES NEED TO GROW REVENUE ,[object Object],Marino Associated, LLC
CRM REQUIRES A CULTURAL SHIFT ,[object Object],Marino Associated, LLC
CRM IS: ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Marino Associated, LLC
Process Alignment Marino Associated, LLC
HOW MANY OF THE COMPANIES IN THE ROOM HAVE? ,[object Object],[object Object],[object Object],[object Object],Marino Associated, LLC
KEYS IN ACHIEVING CRM SUCCESS ,[object Object],[object Object],[object Object],[object Object],Marino Associated, LLC
How is customer intelligence data managed in your company? ,[object Object],[object Object],[object Object],Marino Associated, LLC
CRM REALITY ,[object Object],[object Object],[object Object],[object Object],[object Object],Marino Associated, LLC
BEST IN CLASS CRM PRACTICES REPORTED GREATER THAN 25% YEAR OVER YEAR IMPROVEMENT IN: ,[object Object],[object Object],[object Object],Marino Associated, LLC
HOW IS A CRM INITIATIVE VIEWED IN YOUR COMPANY? ,[object Object],[object Object],[object Object],[object Object],Marino Associated, LLC
Why Implement a Customer Relationship Management Program ,[object Object],[object Object],[object Object],[object Object],[object Object],Marino Associated, LLC
RECENT ARTICLE IN THE WALL STREET JOURNAL ,[object Object],[object Object],[object Object],Marino Associated, LLC
THE IMPLEMENTATION OF CRM REQUIRES THE ENTIRE COMPANY TO CHANGE THE WAY IT THINKS ABOUT THE CUSTOMER: ,[object Object],[object Object],[object Object],Marino Associated, LLC
COMPANIES THAT HAVE SUCCEEDED IN THE IMPLEMENTATION OF CRM HAVE EMBRACED A STRATEGY THAT HAS RE-ENGINEERED THE COMPANY’S: ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Marino Associated, LLC
REASONS FOR CRM IMPLEMENTATION ,[object Object],[object Object],[object Object],Marino Associated, LLC
CRITICAL ATTAINMENT FACTORS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Marino Associated, LLC
CUSTOMER RELATIONSHIP MANAGEMENT STRATEGY Marino Associated, LLC CRM business strategies must clearly define where the business benefits will come from and how these benefits are distributed and, very importantly, in what priority?
BEST IN CLASS CRM PRACTICES WILL TYPICALLY: ,[object Object],[object Object],[object Object],Marino Associated, LLC
Companies must understand that customers Want and Need contact with your company. You must be able to provide this contact: Marino Associated, LLC ,[object Object],[object Object],[object Object],[object Object]
HOW DOES YOUR COMPANY MANAGE ITS CUSTOMER BASE? ,[object Object],[object Object],[object Object],Marino Associated, LLC
CRM VALUE QUOTIENT ,[object Object],[object Object],[object Object],Marino Associated, LLC
CRM VALUE QUOTIENT cont’d ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Marino Associated, LLC
CURRENT BUSINESS CONDITION ASSESSMENT ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Marino Associated, LLC Checklist
BUILD THE BUSINESS PLAN ,[object Object],[object Object],[object Object],[object Object],Marino Associated, LLC
BUILD THE BUSINESS PLAN cont ,[object Object],[object Object],[object Object],[object Object],[object Object],Marino Associated, LLC
CRM STRATEGY NEEDS TO FOCUS ON: ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Marino Associated, LLC
DRIVERS FOR CUSTOMER SATISFACTION ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Marino Associated, LLC
KEY BENEFITS OF CRM ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Marino Associated, LLC
ESTABLISH PERFORMANCE MEASUREMENTS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Marino Associated, LLC
IMPLEMENTATION STRATEGY ,[object Object],[object Object],[object Object],Marino Associated, LLC
MODULAR APPROACH Function Specific ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Marino Associated, LLC
BIG BANG APPROACH Corporation Wide Approach ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Marino Associated, LLC
CRM TEAM PROCESS Marino Associated, LLC ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
CUSTOMER RELATIONSHIP MANAGEMENT PITFALLS Marino Associated, LLC ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Relationship Management Creating Advocates ,[object Object],[object Object],Marino Associated, LLC
THERE ARE TWO WAYS TO GET ON TOP OF AN OAK TREE YOU CAN CLIMB IT, OR YOU CAN SIT ON AN ACORN
[object Object],[object Object],[object Object],[object Object],Marino Associated, LLC

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CRM Creating Customer Advoacates[1]

  • 1. Customer Relationship Management Creating Customer Advocates Dan Marino, CPIM Sr. Partner Marino Associates, LLC Marino Associated, LLC
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  • 18. CUSTOMER RELATIONSHIP MANAGEMENT STRATEGY Marino Associated, LLC CRM business strategies must clearly define where the business benefits will come from and how these benefits are distributed and, very importantly, in what priority?
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  • 37. THERE ARE TWO WAYS TO GET ON TOP OF AN OAK TREE YOU CAN CLIMB IT, OR YOU CAN SIT ON AN ACORN
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