Revealing this, Marketing and Corporate Affairs Manager at CWG, Ms Morenike Popoola, said that ExpertEdge Software and Systems, which is an Oracle Advantage Partner has all it takes to offer resourceful deployment of the application.
She also explained that Siebel CRM is the process of managing detailed information about individual customers with the aim of maximizing customer loyalty.
She noted that in the face of increasing competition, there is a need to manage customers’ information better in terms of understanding their needs and developing value propositions that better meet their expectations.
Hence, organizations are leveraging on such solution as Customer Relationship Management software to deliver these needs.
“These technology software solutions are designed to help companies maintain a database of all their customers to enable them execute customer strategies like reducing the rate of defection, increasing the longevity of the customer relationship and enhancing the growth potential of each customer,” she said.
A press statement from CWG endorsed by Ms Popoola quoted the Product Manager, CRM, Mr. Charles Okoronkwo as extolling the unique features and functionalities of the Oracle Siebel CRM suites.
According to him, Oracle Siebel CRM technology slides away from the generic, one-solution-fits-all platform to industry-specific CRM solutions.
He explained that CRM needs of financial service company like a bank would differ from the CRM needs of a telecommunications company.
“The business processes in banks are different form those of the Insurance as well as products and customer value metrics,” he said, adding that with industry-specific solutions from Oracle Siebel CRM, the need for much customisation is eliminated thereby reducing total cost of ownership of the solution as well as reduction in implementation timelines.
Mr. Okoronkwo equally said that Oracle Siebel CRM solution is a comprehensive CRM solution combining the operational, collaborative and analytical CRM to gather customer data and analysing the data to create actionable programmes.
“Oracle Siebel CRM facilitates data gathering and analysis for customer profiling and planning,” he declared, stressing that it involves two ways.
namely the resources that interact with customers, whether they are called centre representatives, field agents, or web pages, “they are enabled to gather important customer transaction, preference, and profile data through data capture fields and processes.”
Mr. Okoronkwo pointed out that the second part involves once the data is captured, analytical engines segment and analyze it to identify trends in customer behaviour and preferences.
“These trends and preferences can be exploited to yield cross-sell and up-sell opportunities and to gain a better understanding of how to serve customers more profitably - Customer Portfolio Management,” he said.
The product manager further said that historically, operational and analytic systems have not operated in a coordinated fashion.
The separation of operational and analytic systems, he said, have prevented many firms from gaining valuable insights from operational data, and creating actionable programs using those insights.
“The next evolution of CRM, called the collaborative enterprise, combines operational and analytic CRM with more versatile analytics software to get a true 360-degree view of the customer,” he said.
In addition, Mr. Okoronkwo said that this approach enables firms to act upon their insights.
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