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Omobono: This is ERM

This deck is a short summary of Omobono’s proprietary Enterprise Relationship Management model which helps deliver improved business performance through more improved digital service

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Omobono: This is ERM

  1. 1. Hello. This is ERM.<br />What we do.<br />3 October, 2009<br />
  2. 2. Use digital to build business relationships <br />
  3. 3. AB2B relationship is a dynamic link between at least two parties operatingwithin a given industry and expecting mutual benefits from each other...the quality and nature of the relationship depends on the quality of the interaction process. <br />(Zineldin, 1995).<br />
  4. 4. Improving service delivers value<br /> Recently completed research with Cambridge University shows that:<br />Relationships are at the core of B2B (Cambridge University)<br />Service is the strongest contributor to relationships (McKinsey : near 50% of purchase decisions rely on the quality of the interaction)<br />Digital tools & techniques are strongest contributor to service management. (McKinsey)<br />
  5. 5. What is Enterprise Relationship Management®?<br />ERM provides a way for clients to connect organisational strengths with customer needs and create mutual value on a long term basis.<br />It uses digital techniques to create loyalty<br />It is a proprietary technique which maps relationships <br />The outcome is service improvements in the digital environment, connecting the powerful technology infrastructure which has been laid down over the past 5 – 10 years with the personal interactions which continue to drive business relationships. <br />It will be relevant to buyers in marketing but also to senior operational roles such as Commercial Director, Customer Service Director, Projects Director. <br />