About Solvis Consulting, LLC - a CRM Consulting Company.

1. About Solvis Consulting, LLC
a CRM Consulting Company
www.solvisconsulting.com

2. Who is Solvis
• Solvis Consulting is a company based in South Florida,
focusing on customer centric sales, marketing, and
service solutions.
• With experience in leading Customer Relationship
Management (CRM) applications, Solvis provides strong,
professional technically savvy people whose mission is
to add value to the execution of CRM strategies or
implementations.

3. Our Core Services
• CRM Strategy and Execution Plan
• Integrated Customer Profile Model
(Segmentation)
• Customer Lifetime Value Definition
• Integrated Product Catalog Model
• Marketing, Sales and Customer
Service Programs
• Call Center Assessments
• Process and Business Alignment
• Change Management Programs
• CRM Implementation Services
– Operational
– Interactive
– Analytical

4. Our Approach
Customer Strategy Model
Client Knowledge Information
Operational
1 3 7
Client KPIs +
Data
Lifecycle + Needs Operating Metrics
4 8
2 Products, Processes Technology
Services
& 5 Organization
Channels Structure
6
Alignment

5. CRM Ecosystem
Customer Strategy (Results)
Business Strategy Model
Client Knowledge Information
Operational
1 3 7
Client KPIs +
Client KPIs + Data
Data
Lifecycle + Needs Operating Metrics
Lifecycle + Needs Operating Metrics
4 8
Operational Analytical
2
Processes Technology
Products, Processes Technology
Products,
Services
Services
&
& 5
Organization
Organization
Channels
Channels
Structure
Structure
6
Alignment
Alignment
Data
Sales Call Center 2 Not For General Distribution - Confidential
Data Marts Warehouse
Marketing Support
Balance Score Cards
eBusiness ERP
Interactive KPIs Others
Telephone IVR CTI WEB FAQs Bills Others
Offices E-Mail Fax Mail PDA

6. Competitive Model
Example
High
Strategic Initiatives
4 Reduce churn by 1%
4 Increase market share
by 8%
Legend
Ideal Profile
Client
Competitor
Low
Price/ Services Customer Network Quality/
Brand
Price Plans Offered Service Availability
Where does CRM really contribute to business performance?

7. Growth stages vs. CRM
Growth Stage Retention Stage
Inception Stage
4Product Leadership 4Operational Excellence
4Product Leadership
4Operational Excellence 4Customer Intimacy
4Customer Intimacy
4 Prioritization model
varies based on
growth stage and
operational issues.
Retention
4 Operational
Customers
infrastructure
improvements should
Cross-sell +
map against growth
Up-sell
curve.
Acquisition
Time
Where is your company in its growth cycle and what does that imply for CRM emphasis?

8. Translating customers to profits
Competitive Model Profitable Operating Model
Price
Price Plans
Services
Offered
Brand
Customer
Service
Network Quality
Reliability, Availability
What should your company emphasize?
6 Disposition &
1 Acquisition 2 Profit 3 Payback 4 Cross-sell + 5 Referral
Period Upsell Retention
Revenue Revenue Breakeven period Revenue Revenue Costs
4Installation 4Per user/service 4 Service revenue 4 Additional LTV of
when profits offset Expenses
4Setup fees new customers
Expenses Expenses
initial customer 4 Final billing
Expenses Expenses
4Billing 4 Campaign costs 4 Account inactivation
acquisition cost
4Marketing 4Loyalty programs 4 Order management 4 Referral program costs
4Commissions 4Ongoing service costs 4 Ongoing service costs 4 Other administrative
4Provisioning costs 4 Commissions/
costs costs
4Order management rewards

9. Achievability Example - Customer Retention
Defection Retention
4Contracts
4Switching incentives/subsidies
Switching 4Loyalty programs
Barriers 4Other switching costs (e.g.,
startup fees, pain of switching)
4Lower pricing 4Offset with value proposition
Price
4Brand benefits understood
4Events tarnishing brand
Brand 4Perception
4Poor positioning
4Strong messaging/positioning
Equity
4Patents
4Comparable offer Competitive
4Exclusivity/uniqueness
4Offer fails to live up to promise Offers
4Neutralizing offer
4Good customer service
4Poor customer service
Customer
Service Quality

10. Alignment/Measurement Example
MARKETING CAM PAI G N
5
KPI (results)
4 Revenue increase of +5%
6
1
Process metrics
4
4 Increase customer response
rate by 10% from high value
segments
4 Increase sales conversion
2
ratio to 10% of leads
3
Assumptions/CSFs
4 Call center personnel
capable of CxO level
interactions.
Result: Increase sales by 5% via targeted marketing campaigns.
4 Marketing message
resonating with target
4
1 Determine required campaign Include preferred customer channels
segment.
2 Target high value customer segment Train contact center
5
3 Execute campaign
Update contact center and IVR scripts 6

11. Main Services
• CRM Strategy and Alignment
– 1 week workshops
– Full strategy engagements
• CRM Assessments
– The CRM Maturity & Risk Assessment; (CRM Foundation)
– The Customer Lifecycle Management Assessment; (Internal
Customer-Facing Operations)
– The Customer Focus Assessment; (Customer Focus)
– The Customer Insight Analysis; (Customer Experience)
• SAS Marketing Automation
– Installation
– Strategy and Implementation
– Training