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CRM Barcelona – Beijing – Berlin – Brussels – Bucharest – Budapest – Buenos Aires – Delhi – Detroit – Düsseldorf – Frankfurt – Hamburg – Kiev – Kuala Lumpur – LisbonLondon – Madrid – Milan – Moscow – Munich – New York – Paris – Prague – Riga – Rome – São Paulo – Shanghai – Stuttgart – Tokyo – Vienna – Zurich CRMCRMCRM77:CRMCRMCRM +x% DM 2,800/DM 2,800/••• my.com ••2••3 CRMCRM √ √ 5 C.C.1C.2CRMC.3 benchmarks and best? existing CRM measures CRMoverall business potential customer segmentsCRMcustomer information deficit “CRM 2 3500 (analysis //further points of contact results) CD/ C.C.1C.2CRMC.3 “customer knowledgepersonalized customercustomer retention programsCRMprocessesorganizational structureITITIT-Infrastructureimpact“best of bread”software componentsITstable IT-environmentefforts D.2.1 10 contact pointsdata requirementsappropriate control 5 3 … 11.5 maximize customer benefitsoptimum degree ofinput from personal customer dialogueexternal partners 8 6 Finding customer segmentation 9 (“") ?change management make-or-buy decisionprocessesCRM 14 C.2.2 CRM/integration effort 1112 C.2.3 2002 C.C.1 :/ ( : If yes, what data is collected?If yes, who administrates caller data orhas access to it?If yes, what is the call centerinformation used for (marketing, sales,medicine)? ( ••••:•/ Interactivelydevelopedcatalog ofInteractivelydevelopedcatalog of Roland Berger S.A.International Management ConsultantsAvda. Diagonal, 567, 3rd FloorBarcelonaPhone++34-93-4 94 74 40Fax++34-93-4 94 74 20Paseo de la Castellana, 140, 3rd FloorE-Madrid28046Phone++34-91-5 64 73 61Fax++34-91-5 64 72 75SWITZERLANDRoland Berger AGInternational Management Consultants Roland Berger & Partner GmbHInternational Management Consultants19 Panasa Mymogo Str.++380-44-2 90 43 30++380-44-2 90 43 46USARoland Berger & Partner, LLCInternational Management Consultants100 West Big Beaver Road, Suite 200Troy, MI 48084Phone++1-248-6 80 67 30Fax++1-248-6 80 67 31350, Park Avenue, 27th FloorNew York, N.Y. 10022 SPAIN Dufourstr. 56CH-8008ZurichPhone++41-1-2 67 41 11Fax++41-1-2 67 41 19UKRAINE252011KievPhoneFax ++1-212-6 51 96 60++1-212-7 56 87 50 Riga Bucharest++40-1-2 22 19 05++40-1-2 22 62 71Moscow++7-095-7 21 19 51 ++371-7 21 20 68++371-7 21 69 38++60-3-2 06 57 13++60-3-2 06 57 14 Lisbon++351-1-3 56 76 00++351-1-3 52 43 60 ++7-095-7 21 19 54 Roland Berger & Partner GmbHInternational Management Consultants1. Tverskaja - Jamskaja ul. 23 Roland Berger & Partner GmbHInternational Management ConsultantsBasteja Blvd. 12MALAYSIARoland Berger & Partner SDN. BHD. ++39-06-48 82 11 9++39-06-48 91 94 83JAPANRoland Berger & Partner Ltd.International Management ConsultantsARK Mori Building 22nd Floor1-12-32, AkasakaMinato-ku,Tokyo107-6022Phone++81-3-35 87 66 60Fax++81-3-35 87 66 70 Roland Berger & Partners Ltd.International Management Consultants12 Stratford PlaceW1N 9AFPhone++44-171-2 90 48 00Fax++44-171-4 99 99 38HUNGARYRoland Berger & Partner Kft.International Management ConsultantsAndrássy út 64H-1062BudapestPhone++36-1-3 53 02 29 GREAT BRITAINGB-London ++91-11-6 79 11 47 or 11 48++91-11-6 79 10 48Milan++39-02-29 50 11 International Management ConsultantsHyatt Regency Hotel, Room No. 487Bhikaji Cama Place, Ring RoadRoland Berger & Partner S.R.L.International Management ConsultantsVia Sirtori, 32I-20129PhoneFaxVia Ludovisi, 35I-00187PhoneFax INDIARoland BergerPvt. Ltd.DelhiPhoneFaxITALY 1 - Malá Strana ++33-1-53 67 03 20++33-1-53 67 03 75Berlin++49-30-3 99 27 50++49-30-3 99 27 30 3Düsseldorf CZECH REPUBLICRoland Berger & Partner GmbHInternational Management ConsultantsVsehrdova 2/ 560 International Management ConsultantsGeorg-Glock-Straße 3++49-211-4 38 90 1++49-211-4 38 91 40Bockenheimer Landstraße 42D-60323FrankfurtPhone++49-69-17 00 30Fax++49-69-17 00 35 02Stadthausbrücke 7D-20355HamburgPhone++49-40-37 63 10Fax++49-40-37 63 11 02Arabellastr. 33D-81925Munich CS-110 00++420-2-57 31 11 61++420-2-57 31 11 63FRANCERoland Berger & Partner GmbHInternational Management Consultants16, avenue George VF-75008ParisPhoneFax ++49-89-9 22 30++49-89-9 22 32 02Löffelstraße 40D-70597StuttgartPhone++49-711-7 67 30Fax++49-711-7 67 34 01 / S.P.