1. customer relationship management the tattoo effect

2. “Retention is for wimps. We measure the percentage of customers who have our name tattooed on their body.” (HarleyDavidson Annual Report)

3. CRM is a philosophy that is supported and enhanced by technology $11 Billion Industry - 2010 (Forrester Research)

4. traditional CRM models manage the sales cycle

6. CRM Pyramid

7. are we information centric?

8. the technology...

10. online signup

11. sales force automation (SFA)

13. analytics and measurements

15. what does this mean? customers are more connected to each other than to your company

16. customer management should focus on.... value creation not cost reduction effectiveness not efficiency CRM should have revenue targets

17. how does the customer benefit from CRM?

18. “80% of executives believe that their company delivers outstanding value and a superior customer experience. Only 8% of their customers agree” (Bain and Company)

19. customer management and us?

20. “Customers who buy a product with problems but receive ‘world class’ customer service while resolving the problem are more likely to repurchase from the company than customers who buy a perfect product with no problems at all” Dr Jon Anton – e-Business Customer Service

21. thank you craigstewart @stewartcraig 06/01/2010

22. notes Customer Relationship Management: Theory and Practice. J Todd Bennett. May 2009 CRM: Dead or Dying. Paul Roemer. June 2009 What's hot in CRM Applications in 2009. Gartner. June 2009 Customer Relationship Management. Wikipedia (accessed Jan 2010). Customer Relationship Management. Jerry Helms. October 2009