William Cody Caperton

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William Cody Caperton

• MIS Presentation
• Enterprise Level CRM
• Fall 2005
• Mr. Rich Brozovic

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As a CBS executive, my individual performance was
based partly on presenting research compiled on
an Enterprise-Level e-business solutions
provider. By performing this research, and
corresponding with Conexus, an e-solutions CRM
provider, I established a relationship and better
understanding of Customer Relationship
Management. This presentation is designed to
inform and create a better understanding of
Customer Relationship Management performed by the
South African based company, Conexus.
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CONEXUS
Conexus brings together passionate
professional people that use customer
information, customer insight and new age
marketing technology to help clients improve
their business performance with respect to
acquiring, growing and retaining customers.
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Where We are
Conexus is a major customer relationship
management player throughout Africa, focusing on
the Southwest region where their key clients are
based. Southwest Africa houses many motor company
distribution and manufacturing centers who
utilize Conexus
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Location! Location! Location!
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Business Focus

• Conexus focuses to help our clients measurably
  improve customer service, customer satisfaction,
  and sales. Conexus products services have their
  origin roots in the Motor and
  Telecommunications industries. Over time these
  have been developed, refined and customized to
  suit universal requirements in many other
  industries where customer management is a
  business imperative. Conexuss products and
  services are ideally suited to businesses where
  sales intermediaries (dealers, agents, brokers,
  franchises) form a large part of the route to
  market or channel to customer. A comprehensive
  suite of CRM tools have been developed deploying
  the internet, email, sms and Call Centre as core
  media

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ABOUT CONEXUS

• Conexus is a leading Customer Interaction
  Solutions Company. With significant investments
  in call centers, Conexus is able to provide
  clients with a full suit of innovative 1 to 1
  Relationship Marketing, Sales Service
  solutions.Conexus is able to offer the
  following managed services

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• Telesales
• Outsourced prospecting
• Database Cleaning
• Targeted e-mail campaigns
• Targeted sms campaigns

• Service/Sales follow-up
• Telephonic Surveys
• Lead Generation and capture
• Complaints and Queries
• Booking and Reservations

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• CRM-The Conexus Model
• Conexus uses CRM fundamentals involved with
  finding, acquiring, managing and retaining
  customers. Conexus believes that relationships
  with customers happens in stages. Conexus
  implements key value propositions such as

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FINDING CUSTOMERS

• Prospecting for leads
• Cold Calling for leads
• Qualifying Leads
• Segmenting / Profiling Prospects

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Acquiring Customers

• Centralizing Leads
• Tracking Leads to closure
• Measuring Campaign effectiveness
• Telephone campaigns
• Email / sms campaigns
• Sales activity reporting

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Managing Customers

• Managing Complaints
• Service Follow-Ups
• Centralized Booking Services
• Collecting Customer Information
• Cleaning Customer Information
• Increasing CSI Stores
• Cost effective Communication Plan

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Retaining Customers

• Loyalty Programs
• Retention Programs
• Renewal / Upgrade Campains

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Conexus Clients

• gt Barloworld Motor gt Cargo Motors gt Celtel
  gt Chrysler / JEEP gt Citroen gt Daimler Chrysler
  Services gt Daimler Chrysler South
  Africagt Fiat Auto South Africa gt General
  Motors South Africa gt Imperial Holdings gt
  Jaguar gt Kia

• gt Lindsay Sakergt Mercedes-Benzgt Mitsubishi
  Motors gt MTN gt Nissan South Africa gt Porters
  Motor Group gt Renault gt Sandown Motors gt
  Subaru SA gt Telecel gt Telecom Asia gt
  Volkswagen SA

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Summary And Overview
Where It All Comes Together
CRM is a business philosophy involving the
acquisition and intelligent application of
customer knowledge to maximize the mutual value
of exchanges between a customer and a company
To some CRM is getting the right message, to
the right customer at the right time. To
others, CRM is the collection of effort
involved with finding, growing and retaining
customers.
Whatever the strategy or approach, Conexus and
its partners have a suite of CRM products and
services that can help organizations to
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• Collect, update and manage customer information
• Create knowledge from information
• Develop useful segmentation profiling models

• Transition into best practice
• Build relationships
• Retain customers
• Sell effectively
• Manage messages cost-effectively
• Implement electronic messaging

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Please visit these links to learn more about
Customer Relationship Management and the
Companies that implement CRM fundamentals
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References

• http//www.conexus.co.za/
• http//www.biz-community.com/
• Mr. Rich Brozovic Personal Web Page
• http//www.conexus.co.za/productsservices.htm
• http//www.mcm.edu/caperton.william/
• Team CBS Page