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SAS® Customer Relationship Management Advantage Programme: Full-Service Approach
The first form of the SAS Customer Relationship Management
Advantage Programme, the full-service route, is aimed at those situations where your
drive for competitive advantage requires a more tailored approach, a more detailed
understanding of your situation, and a more tailored approach for your customer
management solution. The full-service approach covers the following:
- Discovery Programme
- Strategic Roadmap
- Business Case
- Analysis, Design, Configure, Integrate Process and Technology
- Implement and Train
- Exploit, Measure and Learn
Discovery Programme
As a first step along the road leading to the successful completion of customer management
solutions SAS has developed a structured diagnostic programme called the SAS Discovery Programme.
This programme is targeted at gaining insight into your specific business challenges; revealing
your business needs and wants; identifying the inhibitors to effective and efficient customer
management; confirming your solution approach; and most importantly agreeing an actionable
route forward towards an effective and efficient implementation of their customer strategy.
Strategic Roadmap
Following the SAS Discovery Programme the strategic and tactical activities are sequenced,
scheduled to the appropriate timeframe and summarised in the SAS Customer Relationship Management
Transformation Matrix. This matrix helps all stakeholders visualise an implementation with
incremental deliverables and success factors per timeframe.
Business Case
In today's business environment; sales, marketing and customer care functions have to compete with
the rest of the organisation for corporate resource. It is therefore vital that marketing executives
understand and are able to articulate the benefits of the business case for investment in customer
management solutions.
SAS will work with you to ensure the business case allows your senior executives to:
- Recognise the issues to be resolved by the solution
- See the benefits of the investment to yours and other parts of the business
- Match the cost of the solution to likely business benefits
- Understand the value to the business generated by your business case
- Monitor the success of the project
Analysis, Design, Configure, Integrate Process and Technology
SAS approach to the development and integration of any customer management solutions is to work in
close partnership with our clients and use our flexible methodologies to deliver the required
solution. SAS has been leading the way in the successful deliver of solutions for over a quarter
of a century. The approach, in addition to recognising the importance of business process and
organisational alignment, reflects this experience in designing, building, integrating and managing
customer management solutions.
Implement and Train
Firstly, implementation which is concerned with ensuring that all necessary activities, including
data conversion and data take-on, are complete prior to the cut-over to any new solution. Secondly,
the satisfaction of those education and training needs identified during the SAS Discovery Programme
and required to ensure that the sales, marketing, and/or customer service professionals are fully
able to exploit any customer management solutions.
Exploit, Measure and Learn
Once the Implementation and Training phase is complete the solution is 'live' and fully operational.
SAS provides on-going strategic guidance and advice regarding how to continually exploit the
investments, drive competitive advantage by maintain a proactive approach to the use of your
customer management solution, and help you maximise the ongoing return on investment.
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