NEXT GENERATION CRM

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1、NEXTGENERATIONCRMACommunicationsIndustryPerspectiveAcommunicationsstudybyDeloitteConsultingandDeloitte&ToucheCONTENTSIntroduction................................................................................2HowTraditionalCRMIgnorestheCustomer............................3TheEvolutionofCRM.....

2、............................................................6TheCompetitiveAdvantagesofNextGenerationCRM...........8ImplementingNextGenerationCRM........................................11NextGenerationCRMMarketImperatives...............................16NextGenerationCRMinAction:TheipulsysCaseSt

3、udy.........18WhyNextGenerationCRMWorks..............................................23Endnotes&Acknowledgements................................................24ThefollowingfictionalizedvignettepresentsapictureofwhatisavailabletodayatanumberofcompaniesthatarepursuingNextGenerationCustomerRelati

4、onshipManagement(CRM)solutions.SchillingerInternational,anautomotivecomponentsmaker,maintainsdesignandproductionfacilitiesthroughoutNorthAmerica,Europe,andAsia.ThefirmusesanIP-basedvirtualprivatenetwork(VPN)toconnectitsdesignteams,andemployscomputer-assisteddesigntoolsinitsproductdevelopmentproc

5、ess.Thecompany'snetworkproviderisDeloitteResearch-NextGenerationCRMGlobalCom,aleadingcommunicationscompanythathasdeployednextgenerationCRMsoftware.WefollowSchillinger'sVicePresidentofCommunication,DarlaChase,asshecopeswiththecompany'sshiftingnetworkcapacitydemands.08:17:Chasereceivesane-mailaler

6、tfromthe08:30:ChaseconfirmsthatthesecenterswebcenteratGlobalCom:networkcompletedamajorredesignoflatencybetweenSchillinger'sdesignSchillinger'smainproductamonthago,centersinBarcelona,Lyon,andSingaporeandareunlikelytousethiscapacityinthehasincreasedduetohighertrafficnearfuture.volume.08:45:Sophist

7、icatedmodelingtoolsonthe08:19:ChaseaccessesthesecureextranetthatextranetallowChasetodeterminetheGlobalComhasdedicatedtoSchillinger'soptimalmixofre-allocatingbandwidthaccount.fromSanDiego,London,andBonntothenow-congestedroute