全球著名工程公司实施CRM的成功案例

SAPCRMSuccessstoryatDay&ZimmermannMaxBorensteinOutline
AboutMax
AboutDay&Zimmermann
CRMUserCouncilModel
InnovationswithCRM•Usability•Visibility
Wherewe’reHeadedwithCRM
Q&AAboutMaxBorenstein
20YearsofSAPExperience
13YearsatDay&Zimmermann
4YearsworkingwithSAPCRM
MBAVillanovaUniversity
PMPCertificationAboutDay&ZimmermannAboutDay&ZimmermannBettermentatDay&Zimmermann
Annualrevenue:$2.7billion
Privatelyheldconglomerate
Foundedin1901
25,000employeesin150locationsglobally
HeadquarteredinPhiladelphiaD&Z:CoreServiceAreasEngineering,Construction&MaintenanceGovernmentServicesEngineering,Construction&MaintenanceMunitionsWorkforceSolutionsLEARNINGPOINTS
CRMisnotjustasystem,ithastobeacompanymind-set.
InnovateCRMwithtechnologiesthataidwith“easeofuse”ANDvisibilityformanagement.
AllowinnovativeideastostartwiththebusinessneedsnotwithIT.BESTPRACTICES
CreateaCRMManagementCouncil
Focusonimprovementsinareasof“Visibility”and“Usability”.
Implementimprovementsinstepsinordertogetfeedbackandmakechanges.BeforeSAPCRM…Day&Zimmermann–CRMGo-liveJuly2010
CRMOn-PremiseVersion6.0
600+Accounts
2800+Contacts
30+initialCRMusersGettingfromcdrives&OutlookToCRMCRMUserCouncilDefineObjectiveCRMUserCouncilCharterIdentifyStakeholderDepartmentsIdentifyManagementTeamDefineCouncilGuidelinesNormalizingourDataOpportunityMgmt.Phases(Bestguess/soft/firm)NewOpp.QualifiedBidderRFIIssuedNoGo/Hold/PendingCancelled/NoBidWin/Loss12ConsistentAccountManagementYohECMMunitionsGov’tServicesCentralizedAccountManagementEnterpriseDashboardTop50AccountsTopOpportunitiesKeyContactsAccountOverviewsSalesReportingVisibilityintothePipelineProposalReportUpcomingRFPReportPipelineReportInsideViewProvidesuptodatecompanyinformationCustomerCentricFinancialsKeyPeopleCompetitorsNewsFeedsD&ZCallReportsCustomCRMActivityForimportantcustomerVisitscapturing:FollowupActionsDesiredOutcomesBackgroundInfo.SharePointClientCenterSharePoint“ClientCenter”asthedocumentrepositoryforaccountsandsalespipelinesupportingdocs.Org.ChartingRelationshipMapsRFPSupportDocs.SalesForceMobility
PilotedmobilityapplicationforiPhonedevicesfromAppsFreedom
Givessalesforceaccesstotheiraccounts,contacts,andopportunities
FirstmobileappdevelopedandrolledoutbyDay&Zimmermann.
StillhaschallengesthatwecontinuetoaddressCustomerServiceSurveysMSOutlookIntegrationAppointmentsContactRecordsEmails•Easyaccesstocontactinformation•Capturingappointmentsineithersystemandviewinginboth•ImportantemailscanbeeasilytiedtocontactrecordsSalesPerformanceDashboardECMCRMLandscape:Roadmaptodate…20102011201120122012CRMGo-LiveEnterpriseDashboardTop50PipelineReportsReal-TimeCustomerNews“ClientCenter“documentRepositorySalesforceMobilitySurveyResultsIntegrationSalesMgmt.Dash.CallReportsSAPCRM7.0EHP2,BW,MSOutlook,MSSharePoint,iOSWhat’snextforDay&Zimmermann’sCRM?Ourjourneycontinues…CustomerAccountPlansCustomerActionPlansFinancialsMarketsCompetitorsSWOTPastHistoryKeyRelationshipsKeyStakeholdersPro-activeApproachImproveClientRetentionDefineStrategyEvolvingOrganization
OperationsDepartment“takingover”ownershipforexistingaccounts.
Organizationchangeisintheair….NewKeyStakeholdersNewKPI’sdesired?NewCRMteamdynamicPipelineVsFinancialGoalsKPI’sPipelineDataOpenPipelinexWin%=ExpectedWinrevenuebytype,market,BDD(currentyear,nextyear,year3)GPP&BookedBacklogDataByType,ByMarket,byBDD(currentyear,nextyear,year3)KEYLEARNINGS
InitiateaCRMManagementCounciltodiscussissuesarounddatacomplianceandinnovationpriorities
FocusinnovationaroundtwokeyareasofVisibility&Usability
Takestepstoinnovatewithtimeforfeedbackandimprovementsalongtheway.
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