Solvis Consulting, LLC

SaaS, Cloud Computing, On-Premise?

Presentation about SaaS and Cloud Computing (Spanish) given at the Mundo-Contact CRM event last year (November 2008).

Que Es SaaS V2.1

View more presentations from Jesus Hoyos. (tags: crm hoyos)

Join Paul Greenberg & Steven Thurlow: Customer Experience Webcast

destinationCRM and Sword Ciboodle are going to provide a webcast about customer experience in conjunction with Paul Greenberg. If you are new to customer experience or have a need to improve your customer relationship with recommend that you attended this webcast on March 18th, 11AM PT.

For more information and registration click here.

Links:

destinationCRM

Sword Ciboodle

Paul Greenberg

Note: we will have some news soon about our partner relationship with Sword Ciboodle.

2009 CRM Recomendations

During the past few weeks Jesus Hoyos wrote a series of posts about how to improve your CRM initiatives in the areas of marketing automation, campaign management, sales and customer service.You will find "call to action" recommendations that you can implement anytime during 2009.

1. Parte 1 - Marketing Automation: ¿Qué actividades de marketing automation debo hacer para conocer a mis clientes?
2. Parte 2 - Campaign Management: ¿Qué debo hacer para manejar el ciclo de relacionamiento del cliente?
3. Parte 3 - Ventas: ¿Qué actividades y tácticas puedo hacer para mejorar el ciclo de ventas?
4. Parte 4 - Servicio al Cliente - ¿Que puedo mejorar en el área de servicio al cliente?

Social Network Concepts & Goverment

The use of social media tools and tactics by Barack Obama has been noted in many blogs and articles in the press and web. Our social networking partner, Neighborhood America, has these two excellent presentations explaining social network concepts in the government.

We have seen a demand in Latin America, especially in México and Colombia about using CRM and Social Networking to engage the citizen. Neighborhood America has proven experience in developing Government 2.0 solutions that connect citizens and governments online. With Neighborhood America as a partner and our CRM experience in the region, we bring a unquie value preposition to the market.

Making The Connection Part 1 (Government and CItizens)

View more presentations from Dan Bevarly. (tags: government comment)

Making The Connection Part 2 (Government and Citizens)

View more presentations from Dan Bevarly. (tags: citizen communication)

CRM Vendor Selection Process (SaaS vs OnPremise)

Oracle, SAP, Microsoft, SugarCRM, Salesforce.com, Aplicor and many other CRM packages now offer multiple options of CRM software to choose from. You have single-tenancy vs multi-tenancy, open-source, and SaaS vs OnPremise options. Within each vendor you have different options regarding modules and functionality. The good news is that you have choices based on your requirements, needs, priorities, IT policies and budget.

We at Solvis can help you decide which CRM vendor (software package or service) you need. We have a Software Selection Methodology that looks into processes and functionality that will help your business (small or large) select the proper software. Our methodology offers quick steps to make decisions. We can start with a short or large list of vendors, and we can offer proof-of-concepts and pilot programs for your implementation.

No matter what your software needs are, we can help your business select any CRM vendor: operational, analytical, collaborative and interactive - from call center to marketing automation and from SFA to customer service under any model: SaaS or OnPremise.

Our methodology includes the following steps:

1. Gather Requirements and Functionality
2. Identify Key Decision Criteria
3. Determine Weighting
4. Prepare and Send Out RFI
5. Refine Process Flows, Scenarios and Functionality
6. Conduct Vendor Demos
7. Complete Scorecards
8. Perform Reference Checks (Due Diligence)
9. Perform Gap Analysis
10. Conduct Vendor or Reference Site Visits
11. Evaluate and Select Vendor
12. Refine Business Case
13. Develop Proof-of-Concept
14. Develop Pilot

Depending of your business needs, some of the above steps are optional. We can also work with your software or implementation vendor in developing the proof-of-concept and pilot (quick win), before any major implementation. Time frames also depends on your business needs, but we can help you select software solutions from 5 to 8 weeks, or, we can just help you make a decision if you already have a short list of vendors.

Note: we have templates, tools and related documentation to facilitate a smooth selection process for all 14 steps of our methodology,

For more information contact us.

Latin America: CRM Vendors and Social Media Examples

Jesus Hoyos has compiled a list of CRM providers in Latin America as well as a list of social media examples with the help of some of his blog readers (blog in Spanish).

CRM Vendors in Latin America

Social Media Examples in Spanish

Plus: Who is using Twitter to converse about CRM in Latin America

José Corona - Guest Author, Mundo Contact Blog

José Corona, our Mexico Office Director, is a contributing author at the Mundo-Contact 2.0 Blog. Jose writes about his customer service experiences and analytical CRM among other CRM topics. You can find his posts (in Spanish) here.

Suggested readings from Jose:

1. ¿Conoce usted al recurso más valioso de su empresa?

2. Buena experiencia de compra por Internet en Mexicana

3. Centros de Contacto IP - Contactos sin fronteras

4. El Modelo de Kano - La importancia de la capacidad de Innovación

5. Taller de minería de datos de Gordon Linoff – Segmentación por Comportamiento

Enterprise Social Networks - Neighborhood America News and Media

Check out the latest news from our Social Media partner, Neighborhood America - Enterprise Social Networks - Neighborhood America News and Media.

Join their community.

Why Analytics Matter in Business - Analytics 101

We recommend this webcast from SAS & Better Management:

Live Audio Webcast:
Analytics 101

Tuesday, February 17
11:00 a.m. ET

REGISTER TODAY!

In this Webcast, Tonya Balan, SAS Analytics Product Manager, will provide a 50,000-foot tour of Analytics. She will define a variety of analytical approaches, talk about how they're applied in business and why you should care.

Balan will review Statistics, Predictive Modeling, Text Analytics, Forecasting and Optimization. She will help you understand how statistics can help us see customer choice patterns and develop public opinion polls; how modeling can surface underlying reasons for customer loyalty, reduce risk exposure with more accurate credit scoring and save on down time with predictive maintenance.

You will hear how Text Analytics can help better predict the efficacy of a drug and also identify fraudulent insurance claims. She will underscore forecasting benefits like improving staffing and inventory accuracies, reducing costs and ensuring availability of energy.

And explore the SAS Analytics Info Kit.

Video: Congreso de CRM México 2008 by Mundo-Contact

Video from the CRM conference last year, were Solvis was a sponsor. More videos here.