What is the perspective of a 360-degree customer view including values, "hot buttons," concepts, metrics, and behaviors?
How is client intelligence captured, managed, and utilized?
What is the Game Plan for achieving the 360-degree customer view from selecting the right tools through maintaining a client intelligence framework?
How does this 360-degree customer view affects an organization and its IT staff?
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Architecture and Infrastructure
Business Applications
Business Management
Customer Relationship Management
Data Management
IT Management
John Raezer, chairman of FINPAC Corporation, explains why developing a 360-degree client perspective is necessary to achieve market dominance. He defines this perspective as knowing everything about your clients: their values, their "hot buttons," their concepts, their metrics, and their behaviors. In an interview, Joseph Cellucci, managing partner, Enable Consulting, LLC, addresses the impact a 360-degree customer view has on an organization's activities. Raezer begins the program by describing the process of developing a 360-degree customer view, including how to capture, manage, and utilize client intelligence. Next, he details a five-step Game Plan for achieving the 360-degree customer view, from selecting the right tools through maintaining a client intelligence framework. Raezer concludes his presentation by examining how a 360-degree customer view affects an organization and its IT staff.
By watching this program, you will:
~ Learn how to build a technological framework to identify early market patterns;
~ Learn how to think through and execute the moves necessary to capture market dominance;
~ Be able to specify, implement, and maintain a client intelligence framework to monitor changes in customer relevance;
~ Understand the skills it takes to build the framework;
~ Have a detailed Game Plan to construct and maintain that framework; and
~ Know what it takes to make the Game Plan successful.
Viewers of the online and CD versions of the program will have easy access to Web links that include: 'CRM Strategy: The Roadmap for Creating CRM Capabilities'; 'Achieving a 360 Degree View of Your Customer'; 'Business Intelligence Enables Smart Enterprises'; 'Business Intelligence: An Oxymoron or Competitive Necessity?'; 'Business Intelligence: Analyze This!'; 'Business Intelligence: Into the Mind of the Customer'; 'Data Mining and Customer Relationships'; 'Data Quality and CRM' and 'Methods of Establishing a Customer-Oriented System.' White papers include: 'BI Software: Engendering a Quiet Revolution in the Business Place'; 'Business Intelligence Applications for the Public Sector'; 'Data Modeling: It's Really All About the Relationships' and 'The Top Ten Critical Challenges for Business Intelligence Success.'
PROGRAM TOPICS:
INTRODUCTION
PROGRAM ROI
AGENDA
ADDITIONAL EXPERTISE FEATURED IN THIS PROGRAM
OVERVIEW OF THE 360 DEGREE CLIENT PERSPECTIVE
Client Intelligence Data: Achieving, Maintaining and Growing Customer Relevance
Client Intelligence Data: Obtaining and Managing Client Intelligence Successfully
Key Concepts and Definitions in Constructing Client Intelligence Data
Joseph Cellucci: Gathering Customer Data
THE GAME PLAN FOR ACHIEVING THE 360 DEGREE CUSTOMER VIEW
Achieving the 360 Degree Customer View: Step 1: Select the Right Tools
Achieving the 360 Degree Customer View: Step 2: Build a Development Team
Achieving the 360 Degree Customer View: Step 3: Model the Data and Data Relationships
Joseph Cellucci: Developing a 360 Degree View of the Customer
Achieving the 360 Degree Customer View: Step 4: Collect Client Intelligence Data
Achieving the 360 Degree Customer View: Step 5: Maintain a Client Intelligence Framework
HOW THE 360 DEGREE CUSTOMER VIEW IMPACTS AN ORGANIZATION
Reasons for Business Intelligence
Joseph Cellucci: Technological Challenges in Creating the 360 Degree Customer View
THE 360 DEGREE CUSTOMER IMPACT IN THE IT DEPARTMENT
Joseph Cellucci: IT Department's Responsibility in Implementing a 360 Degree Customer
CONCLUSION
Joseph Cellucci: Concluding Thoughts on Achieving the 360 Degree Customer View
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