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Why CRM and ERP Should be BFF’sCRM Atlanta January 12, 2016
Roadmap
2
• Introduction
• Definitions
• Example 1 – Supplier Management
• Example 2 – Net Promoter Score
• Key Take Aways
Introduction
3
Definitions
4
• Transactional Data Examples:o Orders, PO’s, Inventory Transfers, Payments, AR Statements etc.o Keeping Score
• Conversational Data Examples:o Call Records, Notes, Meetings, Chat Logs, Internal Discussionso What is the “Story”?
Example 1 – Supplier Management
5
Customer/Forecast Demand Supplier Selection Order Fulfillment Payment
What Did We Promise this Customer?
What other business is at risk if we don’t deliver?
What Did the Supplier Promise
Us?
What is the History of this
Relationship?
Where is our Order?
Why is the Order Late?
Where is our Invoice?
Why didn’t we get everything we
ordered?
Example 2 – Net Promoter Score
6Source: Satmetrix “NPS2 Reaching the Next Level of Customer Experience Leadership”
Example 2 Net Promoter Score
7
Touch Points
Select
Onboard
Use
Get Help
Add/Change
Renew/Leave
Where
Web
Branch
Call Center
Channel Partners
WhoMarketing
Sales
Operations
Order Fulfillment
Service Dept.
Collections
Key Take Aways
8
• “CRM” is not just for Sales People o Think Relationship Management
• Leverage the Business Value of ERP and CRM Data Combinedo “The Whole Story”
• Its Never Been Easier to Integrate Data o Look for Quick Wins Today
Questions?
9
Contact Info
10
• https://www.linkedin.com/in/klorenz
