1 / 48

E.PIPHANY, INC.

E.PIPHANY, INC. Presentation Agenda. CRM In Theory and in Practice By Derek CRM Industry Information & Major Players By Amy E.piphany History, Business Model, Product Offerings By Michael E.piphany Case Studies How E.piphany Adds Value By Agatha Question & Answer Session.

kamella
Download Presentation

E.PIPHANY, INC.

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. E.PIPHANY, INC.

  2. Presentation Agenda • CRM • In Theory and in Practice • By Derek • CRM • Industry Information & Major Players • By Amy • E.piphany • History, Business Model, Product Offerings • By Michael • E.piphany Case Studies • How E.piphany Adds Value • By Agatha • Question & Answer Session

  3. What is CRM? • History • Using Information as a Tool • Customer-centric • Goal is to Increase Lifetime Value of EACH Customer

  4. About CRM • Background • Multi-billion dollar business • Average Data Warehouse project • $1.9 million to implement (1997 figures from International Data Corp) • CRM product sales are growing by 21% annual rate

  5. What CRM is NOT • Is NOT strictly about the UPSELL

  6. The Loyalty Effect – An offshoot of CRM software • Reichheld – Bain Company 1996 • Avoid snapshot accounting • Lower churn rate by investing in customer retention • Rule of 7 • 10% advantage in customer retention = double growth in 7 years

  7. General Benefits of CRM • Faster, more informed decision making • Improved accuracy • Improved customer service • Faster product to market realization • Migration from product to customer focus

  8. Anticipated Results of CRM • Solve critical business problems • Gain a competitive advantage • Average ROI of 401% • Payback period: 2.3 years

  9. Integrating CRM • Analyze and design for your supply chain • Implement an interconnected solution – from front to back office • Collect prospect and pre-sales info • Analyze customer preferences and purchasing patterns • Increase efficiencies • Using CRM for post-sales customer interaction

  10. CRM Application Service Providers • Benefits • Data security & reliability • Rapid deployment • Reduced need for management • Tradeoffs • Lack of control • Network dependence • Lack of ownership

  11. CRM Industry Analysis • 2 Key Areas • Salesperson-centric • Call center applications • Marketing applications • Sales automation • Customer-centric

  12. Top 10 CRM Vendors

  13. Competitors

  14. Siebel • Leading provider of customer relationship software • Automates sales & customer service operations • Siebel 2000 eBusiness Applications Suite • Accessible through wireless • #3 in Fortune’s fastest-growing companies

  15. Siebel • Services large enterprises • Specific industry solutions for eBusiness applications • example: Siebel Apparel and Footwear • Applications

  16. Oracle • World’s second-largest software company • Databases • Oracle 11i suite • Ranked #4 CRM vendor in 1998

  17. Broadbase • Targeting e-businesses • Developing software to analyze companies’ relationships with suppliers • 1-year sales growth - 364.4 %

  18. Vignette • New suite V/5 E-Business Platform • Founded in 1995 • Remains profitless

  19. Exchange • Now doing business as Xchange • Repackaged its original software as Xchange eCRM • Sells software directly and through agreements with IBM, Compaq, and Microstrategy

  20. Pivotal • Primarily for mid-sized and large companies • Software creates XML-based networks • Pivotal eRelationship 2000 suite • Features eIntelligence • Customer-analysis technology licensed from Epiphany

  21. Enterprise CRM Vendor Shakeout • Siebel partnered with IBM • Oracle partnered with Hewlett Packard • PeopleSoft acquired Vantive • Nortel acquired Clarify • SAP

  22. Mid-Market Players • Pivotal • SalesLogic • ONYX

  23. Future Trends • PRM - Partner Relationship Management • Mobile, wireless, and voice • Web - eCRM • ERM - Employee Relationship Management

  24. The latest IDC report on CRM … issued in May 2000 predicts that organizations globally will invest $8.7 billion in CRM solutions by 2003.

  25. The Company • Overview & Business Model • History • Technology • Product

  26. The Company • Overview & Business Model by Roger Siboni, President & CEO

  27. Opens International Office Announces IPO E.4 System becomes available Launches Next Generation CRM Software, E.5 E.piphany Founded 1996 1999 2000 The Company • History

  28. The Company • Technology • Application software & professional services company • Runs on industry standard technologies • Products built on integrated platform for scalability

  29. The Company

  30. The Company • Product • Organized into three platforms • Analytic, personalization, interaction • Organized to support three customer segments • Campaign management, real personalization, service center

  31. The Company

  32. The Company • E.4 Product Overview

  33. Customers

  34. Business Case Studies • KPMG • Professional Services • Nissan • Automotive • Della.com • E-commerce

  35. KPMG • Background • Building an Accounting Database • Challenge • Extracting and Using Data from Legacy Mainframes • Solution • The Fast, Powerful, and User Friendly E.piphany System • Implementation • Fast and Efficient Deployment • Results • Unlocking the Knowledge Store with E.piphany

  36. Nissan • Background • An Automotive Powerhouse • Challenge • To Bring Customers into Focus • Solution • A Comprehensive Customer View • Implementation • Focusing Customer Information • Results • The Power of Knowledge

  37. Della.com • Background • On Everyone’s Wish List • Challenge • A Highly Complex Business • Solution • Shorten the Decision Process • Implementation • Views from Every Angle • Results • We’ve Got the Power

  38. E.piphany Q&A

More Related