PRODATA PARTNERS LTD

1
PRODATA PARTNERS LTD
Consulting and Research in CRM Related Markets
   
www.prodata-partners.com
2
CRM Market Overview
3
Current CRM Trends Prodata View

• Solutions providers offering increasingly
  sophisticated range of CRM components and
  experience
• Increasing need for sector-based CRM
  propositions (Retail, Finance etc)
• Integration of CRM technologies with marketing,
  sales service areas
• Integration of CRM packages with other aspects
  of business value chain (e.g. SCM, ERP)
• Integration of best of breed CRM offerings with
  legacy business solutions

• Rapid growth in CRM outsourcing offshoring
• Movement in CRM focus towards empowering end
  customers
• Client demands for real-time interaction across
  multiple channels
• Growth in Business Intelligence, Sales Force
  Automation actionable analytics
• Wireless solutions increasingly crucial
• Recent economic difficulties reduced short-term
  demand, but long-term growth now looking more
  attractive

4
Business Intelligence Key Issues

• Business Intelligence potentially touches all
  aspects of the CRM ecosystem 360-degree view of
  customer behaviour/profitability
• Straddles front and back office CRM processes,
  feeding into and drawing from CRM applications
• Close and synergistic relationship between BI and
  CRM applications - Siebels alliance roster
  includes several analytical vendors etc.
• BI data warehousing reaching new levels of
  market maturity
• Complex BI market-
• BI providers building out their analytical
  offerings
• Strategic alliances between ERP/CRM suite vendors
  and BI vendors (e.g. Siebel and SPSS)
• ERP/CRM suite vendors offering own BI dashboards
• BI increasingly subsumed into a wider category of
  analytics
• Just-in-time analytics/embedded analytical models
  (e.g. PeopleSoft)
• Key opportunities in BI-
• Infrastructure standardisation/consolidation,
  e.g. via enterprise IP investment
• Growth in offshore sourcing of BI/data
  warehousing
• Regulatory compliance drivers, e.g.
  Sarbanes/Oxley
• Demand for actionable insights from BI as well as
  analytical capabilities

5
Campaign Management Sales Force Automation
Key Issues

• Campaign Management-
• Many ERP suites now ship with 3rd party/approved
  customer analytics tools
• Increasingly portal centric approach strong
  integration features allow customer analytics to
  be made available to a wide array of users across
  organisations
• Key opportunities-
• Helping customers measure campaign effectiveness
  via linking contact centre, front line sales
  force teams
• Enabling customers to store reuse content from
  previous marketing campaigns
• Introducing full set metrics for measuring
  campaigns by following customer behaviour
  campaign status for comparison
• Sales Force Automation-
• Enables organisations to understand optimise
  sales force, revenue performance over time
  using analytics
• Key opportunities-
• Helping customers monitor key sales metrics,
  interpret key sales drivers optimise sales
  process via analytical tools/data
• Working with customers to develop sales
  automation applicators which bridge multiple
  channels (e.g. wireless/web etc.)

6
Prodata CRM Skills Typical Projects
CRM Value Chain Study identifying points in the
product lifecycle at which different CRM
solutions add levels of value to UK
enterprises CRM Customer Mapping Research with
customers of a Finance sector CRM solution
provider, to analyse individual CRM strategies
map these onto suppliers own sales CRM
systems CRM Value Analysis Study identifying
points in the product lifecycle at which
different CRM solutions add levels of value to
large UK enterprises

• CRM Market Trends
• Market trend reports on CRM developments,
  analysed by-
• Market, e.g. UK, Europe
• Vertical sector, e.g. CRM in t Finance, Public
  Sector
• CRM Market Modelling Forecasting
• In-depth market revenue modelling for
  telcos/CRM solution providers, covering-
• Potential CRM universe by size of
  business/sector/spend on CRM
• Analysis projection of take-up by
  product/service
• Sensitivity Analysis - modelled scenarios
• Projected future value of different client
  segments

Market Entry Positioning Strategies Benchmarking
positioning projects for telecoms/IT suppliers
considering new entry or repositioning in the
CRM/Contact Centre market European CRM Extensive
research analysis programme with over 400
businesses in several European countries to
define future CRM strategies, spend supplier
relationships
7
Prodata CRM Product Service Experience

• Modelling CRM market segmentation by product type
• Prodata constructed a bottom-up model of the
  international CRM market.
• The dynamic, macro-driven model provided vital
  information on the current addressable market and
  future growth of the CRM market by product type
  for a leading telecommunications company.
• Identifying key growth areas in the CRM sector,
  this model was an integral resource enabling the
  client to identify opportunities for market share
  gains, and to maximise returns from the adoption
  of CRM as a key business strategy.

• Voice Services
• Inbound services
• IP Networking/VoIP
• IVR
• Call/contact centres
• Speech recognition

• CRM Propositions
• Portals (voice/web/mobile)
• Emarketing
• Epersonalisation
• Sector Applications (Retail, Finance etc)

• Mobile CRM
• Mobile marketing
• Wireless portals
• WLAN/Wi-fi
• Mobile Data/Fixed-Mobile Convergence
• Churn/Loyalty Research

• CRM Applications 
• Hosted CRM/ASP
• Professional Services
• Business Intelligence
• Analytics
• Campaign Management
• Self Service Applications
• Sales Automation

• Related Areas
• Contact centre/networking equipment
• Business Continuity/Security Applications
• Call Centre Outsourcing/Offshoring
• Switches/ACD
• Systems integration/CTI

8
Prodata CRM Market Forecasting Modelling

• Results orientated advice-
• Identify areas of opportunity threat
• Forecast revenues and cost
• Understand the impact of industry trends
• Target CRM and sales and marketing activity
• Test pricing strategies
• Benchmark operations against industry standards
• Inform investment decisions

9
Prodata CRM Consultancy Team

• We work with over 35 consultants based in more
  than 20 countries worldwide
• A virtual team is put together based on the mix
  of deliverables and individual expertise required
  for each project
• All our consultants have had extensive hands-on
  telecoms/ICT experience prior to working in
  marketing, research and consultancy with Prodata

• Angela Dalrymple - Director
• Over 19 years experience in international
  telecommunications
• Business School Lecturer in International
  Marketing (MBA)
• Previously Marketing Director for
  messaging/value-added network services with ATT
  UK
• Board responsibility for market strategy
  formulation, branding, channel strategies,
  product development
• Ex Principal Associate, Communications Division,
  PricewaterhouseCoopers (Strategy Marketing
  Group)
• Ex International Marketing Manager Reuters plc
• Specialist areas include-
• CRM/contact centre equipment applications
• Voice services/data networking equipment
• Mobile CRM

10
Prodata CRM Specialists

• Jeff Peel Senior Associate
• Over 15 years experience in technology research,
  specialising CRM
• Author of CRM Redefined, a leading CRM book
  focused on CRM marketing
• Jeff has managed a number of Prodata CRM
  consultancy research projects, including-
• Specialist reports on the UK CRM and business
  intelligence markets
• Benchmarking reports on major players in the UK
  and international CRM markets
• CRM workshops with major telco clients
• Prior to working with Prodata, Jeff was VP of
  Global Marketing for Amacis, a CRM software
  company focusing on e-CRM solutions for customers
  such as CW, HSBC Capita
• Jeff has also worked as Research Director with
  Research International in London and Roper Starch
  in the US
• Jeff previously worked in marketing for 3Com/BICC
  in the UK

• Jill Jones Senior Associate
• A highly experienced telecommunications and
  technology practitioner, with particular emphasis
  on the international CRM market
• Jill has managed a number of Prodata CRM
  consultancy research projects, including-
• CRM market trend and supplier benchmarking
  reports
• Strategic analysis of the UK CRM market for a
  client looking to enter this market via a joint
  venture. Included analysis of the major players
  their suitability for partnership
• Analysis of the market, products, competitor
  benchmarking and recommendations for strategy for
  the development of the CRM product set for a
  major telco
• Prior to working with Prodata, Jill was Marketing
  Manager with BT Global Business Markets as
  Manager of their Global Market Research programme

11
Contact us
DIRECTOR Angela Dalrymple Telephone [phone]
1275 (Direct) 07973 821767 (mobile) Email
angela.dalrymple_at_prodata-partners.com
www.prodata-partners.com