How Fast-Growing Companies Obtain CRM Success

White Paper
CRM Success for
Fast Growing Companies
This informative whitepaper discusses the technical challenges andlack of visibility that affect the creation of a successful customer experience through a seamless value chain, and how to tackle theseissues. What is most important in making the value chain seamless in any business environment is that the ultimate focus be placed on the customer and that the use of information, data, and processesremains the focus of planning the complex merger of processes, technologies and cultures. In order to successfully extend your valuechain, you must recognize that your partners, vendors/supplies andemployees play a vital role in making sure that customer values areboth recognized and realized. Learn how a successful value chain can be created by seamlessly integrating your business partners andimplementing a customer focus.
The 56 Group, LLC
Find out more: contact NetSuite at 1-877 NETSUITE or visit www.netsuite.com Updated 4/11/06 White Paper. . 9504 Tudor Oaks Drive .. Manassas, VA 20110 . 703-551-2337 .. paul-greenberg3@comcast.net
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The 56 Group, LLC
CRM Success for Fast

. . G. row. ing. Com. pan. ies. . .
What Every Small and Mid-Sized
Company Needs to Know
By Paul Greenberg
.....
. . ...
CRM Success for Fast
Growing Companies
What Every Small and Mid-Sized Business Needs to Know
Overview: It Takes A Village to Please A Single Customer
The answer to the upcoming question might seem obvious. If you are a customer, what do you want to know about when you're purchasing something?
This?
. Order
. Manufacture to order
. Maintenance, repair and operations scheduling/planning
. Resource allocation and planning
. Order management
. Sourcing scenarios/planning
. Order simulation for the sourcing scenarios
. Date and quantity controls
. Alternative supply models
. Partnership/Distribution channels and processes associated
. Scheduling, delivery and logistics planning
. Deliver
2

Or this?
. Order
. Deliver
Obviously, you say, all I really want to know is order/deliver, not the rest of that stuff. But, whether you as a customer, just want to see order/deliver, you as an enterprise owner or employee, need to do all the rest, without the customer getting involved or seeing how you're involved either.
But this is complicated, isn't it? You have to plan to procure materials and manufacture the appropriate products - i.e. ultimately, the one that the particular customer specifically ordered. You have to make sure the human resources are in place to manufacture the order so it can be produced in a timely fashion that will then allow the scheduled delivery to be timely - with timely meaning the customer's delivery expectation is met. You have to make sure the money is there to afford to buy the materials and pay the people who are going to manufacture the order that will please that individual customer who put the in the order in the first place. You have to make sure that the products produced meet the quality standards that have been set. You have to make sure that the products can be moved to wherever it is they have to go (warehouse distribution center, etc.) prior to shipping to the individual - which takes a good deal of time and planning and managing of a calibrated risk because what if - oh yeah, what if the goods aren't the appropriate quality or the number of orders is greater than the number of units available at the most geographically close distribution center and warehouse? Then you have to have processes to resolve that because that individual customer doesn't care that you had quality or logistics issues as long as what they get in their delivery is of the excellence they expect, when they expect to get it. In other words, it is complex, difficult to implement and yet needs to be seamless in the eyes of an unforgiving customer. How do you think about this? How do you do this? Why should you?
stAnswering that, my friends, is the purpose of this white paper. Because in the 21 century, with a new kind of customer in place, this is something you cannot ignore, whether you are a large enterprise, a ... [download for more]