OASIS CRM April 25 2007 OASIS CRM

OASIS CRM April 25, 2007

OASIS CRM Agenda • What is CRM? • The ASU CRM Projects – Support and Field Service Projects – Sales and Marketing Projects • What’s Next?

What is CRM? Customer Relationship Management (as defined on search. CRM. com) CRM is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way.

What is CRM? Customer Relationship Management (as defined in wikipedia) Customer relationship management software is defined as business management and automation of the frontoffice divisions of an organization. CRM software is essentially meant to address the needs of Marketing, Sales and Distribution, and Customer Service and Support divisions within an organization and allow the three to share data on prospects, customers, partners, competitors and employees. The purpose of CRM software is to manage the customer through the entire lifecycle, i. e. from prospect to qualified opportunity to order.

What is CRM? Customer Relationship Management (as defined in wikipedia, continued) CRM software automates many of the needs of Marketing, Sales and Support users, such as Telephony, or the ability to conduct phone calls and manage call data, and tools to capture, share and manage automated alerts on lead data as it passes through the sales pipeline. CRM software provides a standard framework for pushing leads through a sales pipeline and managing it amongst many stakeholders in real time, in order to provide better customer relations and grow revenues by creating more sales, and losing fewer customers. CRM software helps organizations achieve their customer relations goals by measuring key performance indicators collected by the CRM software about customer lifecycle behavior. Benefits include isolating those marketing campaigns that drove the most and best quality leads, improving internal efficiency, complete customer histories and the ability to provide appropriate support and consequently retain customers.

How can ASU use CRM? 1) Target prospective students through Marketing Campaigns 2) Contact current students, aiding in retention 3) Offer Help Desk support for students, faculty and staff

How is CRM integrated? 1) CRM is one of the OASIS Projects 2) CRM is intergrated with other systems • • Student Administration System Human Capital Management System

OASIS CRM Modules • Marketing • • Sales Marketing Tele-marketing On-line Marketing • Support • e-Support • Field Service

How is CRM integrated?

OASIS CRM Go-Live Milestones • • • Extended Education Marketing W. P. Carey Support W. P. Carey Sales UTO Field Service UTO/Engineering Support Undergraduate Admissions Marketing 11/2006 12/2006 05/2007 06/2007 12/2007

What’s Next for Support and Field Service? • Self-Service – allowing customers to request support on-line through a web based interface and track their case. • Knowledge Base - enabling the customer to find solutions by browsing an on-line Knowledge Base

What’s Next for Sales and Marketing? • School of Extended Education will market to new audiences through a banner-ad and multiple landing page campaigns • Build a sales module for leads management • Partner with the W. P. Carey MBA Admissions office to further implement Sales and Marketing modules in CRM • Implement Event registration • More campaigns!!!

OASIS CRM Contact Information: Tina Thorstenson Director, Information Technology Services University Technology Office Tina. thorstenson@asu. edu www. asu. edu/oasis

OASIS CRM Questions?