CRM baseline - Dan Miller

OpusResearch

Transformation of Collaboration

Contact centers are less "formal" (brick & mortar)

Agents can be working at home

Channels are changing

Past was about "the phone"

Evolve to include

Email

Webchat

Alerts

Blogs

Engagement models are deepening

New social graph

B2c is history

Replaced by

E2E

E2e

e2e

As a result the back end system is getting much more expansive and almost unmanageable

CRM>Transaction History>Payment Status>Address>Location>Destination>Call Records>Search History>on and on

It's getting w-a-a-y to complex

With VRM were not exactly eliminating complexity

Capturing more data

It appeals as "social CRM"

Provides the feeling of Better Customer Service

Builds Loyalty

Huge annual expenses to update CRM files

What's missing?

An agent or "facilitator" working on behalf of the customer or buyer

Trusted

Ergo the R button

Create graphic indicator of intent

Time to put some meat on these bones?

Define technical requirements

Contrast requirements of vertical markets (eg. health care,

Dan Miller

dmiller@opusresearch.net

@opusresearch

@dnm54