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文档28德勤咨询——下一代客户关系管理
CONTENTS
Introduction
HowTraditionalCRMIgnorestheCustomer
TheEvolutionofCRM
TheCompetitiveAdvantagesofNextGenerationCRM
ImplementingNextGenerationCRM
NextGenerationCRMMarketImperatives
NextGenerationCRMinAction:TheipulsysCaseStudy
WhyNextGenerationCRMWorks
Endnotes&Acknowledgements
Thefollowingfictionalizedvignettepresentsapictureofwhatisavailabletodayata
numberofcompaniesthatarepursuingNextGenerationCustomerRelationshipManagement
(CRM)solutions.
SchillingerInternational,anautomotivecomponentsmaker,maintainsdesignand
productionfacilitiesthroughoutNorthAmerica,Europe,andAsia.ThefirmusesanIP-based
virtualprivatenetwork(VPN)toconnectitsdesignteams,andemployscomputer-assisted
designtoolsinitsproductdevelopmentprocess.Thecompany'snetworkprovideris
GlobalCom,aleadingcommunicationscompanythathasdeployednextgenerationCRM
software.
WefollowSchillinger'sVicePresidentofCommunication,DarlaChase,asshecopes
withthecompany'sshiftingnetworkcapacitydemands.
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