CRM SIG

This meeting is kindly being sponsored by Atos Origin.

Claire Leach from Linconshire County Council will present to the group Creating a holistic customer view with a Central Data Hub MDM technology. Lincolnshire County Council (LCC) faces challenges when delivering public services. The population of Lincolnshire is not only growing but is also ageing especially compared to other regions. Hear how, by leveraging CDH and MDM technology, LCC can begin to shape and tailor its services to meet customer needs based on a holistic view of the customer. Combined with better reporting through BI, the creation of self-service portals and use of e-forms, LCC will be able improve the customer experience and reduce the cost of delivering services.

Mouchel Technical Services will present The challenges of implementing MDM within local government working in concert with LCC to help shape and deliver its IT strategies. An in-depth look will reveal the challenges being faced in defining, scoping and implementing Customer Data integration with MDM. With an overview of the MDM and BI solutions, functional requirements and project deliverables, gain insight into the lessons being learned as LCC implements Phase One of its CRM Strategy.

Craig Dale from the SAP User Group will give an update on the 2008 User Group Conference together with the latest programme information.

Ben Robinson from Atos Origin will deliver the presentation Customer Experience Management, its role in the modern enterprise. Customer Experience Management is a discipline of Customer Relationship Management currently attracting much attention from analysts and industry alike. CEM focuses on structuring and controlling the experience created when an enterprise interacts with a customer; an effective CEM strategy must address the challenges posed from engaging customers via multiple channels across the sales, service and marketing functions whilst delivering consistent quality interactions. Many organisations fail to recognise that a customer experience is created each time a customer interaction takes place, the only choice they therefore face is whether or not to influence and control it.

There will also be an Open Forum session discussing current challenges within SAP CRM. So please, bring your thoughts, problems or questions for discussion with the group