Project: Internet Customer Relationship Manager

1. Summary_x000D_With such a rapid deterioration in the economic environment, the 80/20 rule—that 80% of a business’s profits are typically generated from 20% of its customers—is more important than ever. It’s critical to know who those 20% are and maximize the value of those relationships while still driving cost-effective new customer acquisition._x000D_That’s why, in a recent Gartner study, decision-makers listed the following as their top three drivers for CRM solutions:_x000D_- To improve customer satisfaction and experience._x000D_- To provide a consistent organization-wide view of customers._x000D_- To enhance cross-selling and up-selling of products and services to existing customers._x000D_Given this, it’s no surprise that for mid-size businesses, the need to focus on customers is even more acute. According to another Forrester survey, nearly three-quarters of medium-sized businesses implementing CRM solutions typically focus on customer data management as the foundation of their CRM initiatives, followed by sales, marketing and customer service solutions._x000D_Profimetrics proposed solution addresses the above challenges thought quality information and processes that will allow clients to build a long-term relationship with their customers and a truly customer-centered company policy._x000D_• Information capture starts from the moment a customer enters your store or website and should continue throughout that customer’s lifetime._x000D_• Together with the transactions – orders, enquires, etc - done by the customer, the information captured by services features (knowledge database, customer Portal, cases, etc) and by mobile and geosocial networks (facebook, Twitter, MySpace), becomes invaluable asset._x000D_• A powerful rules engine will provide recommendations to the marketing team and the top management that will allow them to understand the customers and their needs in addition to aligning the resources of the company in the right direction._x000D_Profimetrics project will develop an end-to-end, decision support solution, for retailing in a B2A (Business accessible to All) perspective, for all the areas related with customers. _x000D_2. Project Objectives_x000D_The fundamental objective of the i-CRM project is to create a full integrated customer management solution, involving a customer order manager, internet based customer relationship, and related customer analysis. The project will explore some forefront research topics like the design and implementation of advanced search engines for guaranteed traffic delivery, efficiency and reliability of network resource utilization, user-perceived application performance, middleware interoperability in multi doCO scenarios, social networking close iteration with new mobile technology (e.g. iphones, etc) as an important channel for customer services, rules engines for automatic recommendation of marketing events, mobile GPS automatisms to communicate the events to customers, amongst others._x000D_The four major operational goals are: _x000D_• A Customer COtenance that provides a real 360 degree view of all customer data and interactions, including complete visibility into all financial transactions and website interactions without any integration required._x000D_• A Customer Orders Manager self-service support centers based on social network technology, knowledge databases and sophisticated search pattern engines, creating a way to post service issues, place new orders, or view their order histories._x000D_• A CRM based on a rules engine and integrated with GPS technology, capable of transforming customer information into revenues – local and temporary marketing events communicated by mobile to customers segments that walk near by stores._x000D_• A web CRM analytics that provides better and more accurate forecasts and accurate marketing effectiveness and ROI due to the integrated nature of the solution._x000D_3. Plans to Disseminate Results of the Project_x000D_The dissemination of results will be divided in three phases:_x000D_• Phase I – Product Package: Implementation in a lab environment, for interoperability test activities, which do not require production traffic. _x000D_• Phase II – Proof of Concept: Through a life client implementation for high performance network service and data transfer application development. This work will be set firmly in the context of the Harvey Nichols specific requirements. In this way the project will be able to demonstrate customer management services and interoperability so that the practical issues that arise in a production setting are addressed._x000D_• Phase III – Market Expansion: The goal of this project is to create a worldwide solution. Therefore, with Retail Solution, the project will implement a prototype for the Brazilian market as a case study for other markets regarding market customization requirements._x000D_4. Time and Location_x000D_The i-CRM project will take place in Profimetrics office in Portugal and Harvey Nichols IT department in United Kingdom, during 18 months._x000D_

Acronym i-CRM (Reference Number: 5532)
Duration 01/04/2010 - 30/11/2011
Project Topic The retailing channels have expanded to provide consumers a greater choice and opportunity to shop according to their convenience. The challenge lies now in keeping your consumers constantly satisfied by upgrading to the latest technologies and managing consumer needs in a competitive environment.
Project Results
(after finalisation)
The CO result of this project is a full-integrated customer management product, involving a customer order manager, internet based customer relationship, and related customer analysis named iCRM._x000D_
Network Eurostars
Call Eurostars Cut-Off 4

Project partner

Number Name Role Country
3 Profimetrics Software Solutions SA Coordinator Portugal
3 Retail Solution, Ltda Partner Brazil
3 Harvey Nichols Group Partner United Kingdom