Raising Customer Relationship Management by the Power of Three.PricewaterhouseCoopers, SAS Institute SAS Institute Inc., headquartered in Cary, North Carolina, USA, has been a major producer of software since it was founded in 1976 by Anthony Barr, James Goodnight, John Sall and Jane Helwig. , Exchange Applications deliver customer relationship management solutions CHICAGO--(BUSINESS WIRE)--July 28, 1999-- PricewaterhouseCoopers, SAS Institute Inc. and Exchange Applications announced today that they will work together to deliver enterprise customer relationship management (CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. ) solutions. Through this collaboration, clients in all industries will benefit from the systems integration experience of the world's largest professional services (job) professional services - A department of a supplier providing consultancy and programming manpower for the supplier's products. firm, PricewaterhouseCoopers; the powerful and proven data-warehousing, data-mining, and decision-support software solutions of SAS Institute; and customer value optimizing campaign-management software from Exchange Applications (Nasdaq: EXAP). Customers in retail, financial services The examples and perspective in this article or section may not represent a worldwide view of the subject. Please [ improve this article] or discuss the issue on the talk page. , telecommunications Communicating information, including data, text, pictures, voice and video over long distance. See communications. , as well as other industries, are already implementing CRM initiatives. With the market demand for CRM software and services likely to top $4 billion by 2001 - a 46 percent annual growth rate, according to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. the META Group - the customer-centric future seems bright for solution providers such as PricewaterhouseCoopers, SAS Institute and Exchange Applications. "Twenty-first century competitiveness mandates that speed-of-business and mission-critical analytics, such as data warehouse and data mining, be fully integrated into CRM programs," said Aaron Zornes, executive vice president and director of META Group's Application Delivery Strategies (ADS). "The next quantum leap quantum leap n. An abrupt change or step, especially in method, information, or knowledge: "War was going to take a quantum leap; it would never be the same" Garry Wills. in corporate value creation and competitive differentiation will come from extending CRM to the broader enterprise - across channels, segments, lines of business, and product classes. A collaborative CRM Providing people-based customer support. It is an umbrella term for all the interactive options for serving customers, including regular phone support, Web-based text chat and voice chat, application sharing, desktop sharing (remote control), file transfer and collaborative browsing. solution, such as that put forth by SAS Institute, Exchange Applications, and PricewaterhouseCoopers, will certainly help large organizations accomplish this." The challenge: managing customer information Above all, effective CRM depends on being able to manage huge amounts of information. Through CRM, companies collect data at all customer contact points and turn that data into knowledge for understanding and anticipating customer behavior, meeting customer needs, building more profitable customer relationships, and gaining a holistic Holistic A practice of medicine that focuses on the whole patient, and addresses the social, emotional, and spiritual needs of a patient as well as their physical treatment. Mentioned in: Aromatherapy, Stress Reduction, Traditional Chinese Medicine view of a customer's lifetime value. CRM ideally incorporates several core technologies, including data warehousing See data warehouse. data warehousing - data warehouse , data mining, online analytical processing Online Analytical Processing, or OLAP (IPA: /ˈoʊlæp/), is an approach to quickly provide answers to analytical queries that are multidimensional in nature. , and campaign management software. "By leveraging powerful decision-support software from SAS Institute - such as SAS (1) (SAS Institute Inc., Cary, NC, www.sas.com) A software company that specializes in data warehousing and decision support software based on the SAS System. Founded in 1976, SAS is one of the world's largest privately held software companies. See SAS System. Enterprise Miner(tm) software for data mining along with Exchange Applications' powerful campaign-management software, VALEX(tm), as part of its CRM offering, PricewaterhouseCoopers can enable its global clients to better concentrate their time and resources on their most profitable customers," said Ellen Joyner, program manager for CRM at SAS Institute. Building upon success PricewaterhouseCoopers, Exchange Applications, and SAS Institute have worked together on several successful implementations, including one for U S WEST. The telecommunications company's CRM solution for building 1:1 relationships with its 25 million customers contains a sophisticated predictive modeling engine that combines SAS Enterprise Miner software with VALEX to provide a powerful targeted-marketing tool. "With our CRM system - implemented by PricewaterhouseCoopers and powered by software from SAS Institute and Exchange Applications - U S WEST marketers and analysts can identify the most effective strategies for retaining and satisfying existing customers, for acquiring new customers, and for tapping customers' lifetime value, all of which translate directly to the bottom line," said Jovan Barac, executive director of decision support systems at U S WEST. "An additional benefit of the CRM system is that it minimizes the time spent gathering customer data and executing the marketing campaign; instead, it enables our marketing executives and analysts to spend more time applying their skills to strategically planning campaigns and promotions." Market-Intelligent Enterprise Marketing automation and campaign management are key focuses of PricewaterhouseCoopers' Global CRM practice. The company's solution The Market-Intelligent EnterpriseSM (MIE) - aligns front and back office processes to integrate sales, marketing and customer service functions. The MIE solution helps clients proactively manage customer information and relationships, develop and integrate service channels and manage product and service innovation. The MIE is powered by technology components, including: data warehousing and data mining, technology-enabled marketing/selling, call centers, and electronic commerce. SAS Institute and Exchange Applications provide core components of the MIE solution. "Integrating data mining and campaign management technology is a key for optimizing customer value across all product lines and customer touch-points," said Andy Frawley, president and CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. , Exchange Applications. "Data mining makes campaign management more intelligent, more efficient and more effective. Our relationship with SAS Institute and PricewaterhouseCoopers extends the value of our VALEX application through tight integration with complementary CRM solutions." According to Michael J. Schroeck, managing partner of PricewaterhouseCoopers' Global Data Warehousing and Relationship Marketing Practices, "Delivering customer data warehousing solutions that integrate marketing automation solutions with applications such as sales force automation Automating the sales activities within an organization. A comprehensive SFA package provides such functions as contact management, note and information sharing, quick proposal and presentation generation, product configurators, calendars and to-do lists. , call centers, ERP (Enterprise Resource Planning) An integrated information system that serves all departments within an enterprise. Evolving out of the manufacturing industry, ERP implies the use of packaged software rather than proprietary software written by or for one customer. solutions, and Web-based channels, has become a significant part of PricewaterhouseCoopers' business. We are pleased to team with SAS Institute and Exchange Applications in order to provide our clients with world-class data warehousing, data mining and campaign management technology. SAS Enterprise Miner and VALEX enable companies to leverage valuable integrated customer information." Data mining and campaign management Data mining is the process of selecting, exploring, and modeling large amounts of data to uncover previously unknown patterns of data to gain a business advantage. Campaign management software allows marketing professionals to plan, build, execute and assess targeted marketing campaigns. Integrating data mining and campaign management software eliminates the need for marketers to score entire customer databases (which is very time-consuming), reduces manual intervention and human error, substantially shortens marketing cycles and enables smaller, highly-targeted segmentations to generate a higher marketing ROI Marketing ROI is a related term to Return on Marketing Investment (ROMI) and is a measure of the effectiveness (see also marketing effectiveness) of various marketing activities. . NCDM NCDM National Center for Database Marketing NCDM National Center for Data Mining Show PricewaterhouseCoopers, SAS Institute, and Exchange Applications will brief joint clients and prospects on the solution at the National Center for Database Marketing (NCDM) conference and exhibition, running July 28-30 at the Hilton Chicago and Towers, Chicago, Ill. Exchange Applications' booth number is 918. SAS Institute will be demonstrating its CRM and data mining solutions in booth number 1122. About PricewaterhouseCoopers LLP LLP - Lower Layer Protocol PricewaterhouseCoopers' Customer Relationship Management (CRM) practice provides integrated end-to-end CRM solutions that transform how companies market, sell and serve their customers. With more than 1,600 experienced CRM practitioners worldwide, PricewaterhouseCoopers delivers its Market-Intelligent EnterpiseSM (MIE) vision: aligning front and back-office activities to proactively manage customer information and relationships, develop and integrate sales and service channels and manage product and service innovation for sustainable and profitable growth. PricewaterhouseCoopers has implemented CRM solutions at companies across various industries. The CRM practice is part of PricewaterhouseCoopers (http://www.pwcglobal.com), the world's largest professional services organization. Drawing on the talents of more than 150,000 people in 150 countries, the organization provides a full range of business advisory services advisory services advisory services provided to the public, in their capacity as owners and managers of animals, are an important part of veterinary science. They may be provided by government bureaux, by commercial companies who deal in pharmaceuticals or animals or animal to leading global, national and local companies and to public institutions. About Exchange Applications, Inc. Exchange Applications, Inc. (Nasdaq: EXAP) helps businesses optimize the value of customer relationships across channels and product lines. Its award-winning VALEX software and consulting services Noun 1. consulting service - service provided by a professional advisor (e.g., a lawyer or doctor or CPA etc.) service - work done by one person or group that benefits another; "budget separately for goods and services" help businesses identify customer segments offering high profit potential, and then maximize the value of those segments through highly targeted and coordinated direct marketing campaigns. Exchange Applications provides marketers with the technology to plan, build, execute, analyze and refine marketing campaigns that produce measurable return on investment. Through VALEX, a company automates and accelerates its marketing process to improve customer acquisition, expansion and retention. Exchange Applications is based in Boston, with offices in Denver, London and Sydney. Visit Exchange Applications on the Web at http://www.exapps.com. About SAS Institute SAS Institute, the world's largest privately held software company, is the leader in decision support and data warehousing, providing integrated enterprise information-delivery solutions. The Institute markets packaged business solutions for vertical industry and departmental applications, as well as an integrated suite of software tools and consulting services, that allow companies to transform the wide variety of data within their organizations into information that business users and researchers need to make better decisions. SAS software and services are used at more than 33,000 business, government, and university sites in 115 countries. Founded in 1976, SAS Institute is the world's largest privately held software company, with 1998 revenue of $871 million. Please visit SAS Institute's Web site: http://www.sas.com. Editor's Note Editor's Note (foaled in 1993 in Kentucky) is an American thoroughbred Stallion racehorse. He was sired by 1992 U.S. Champion 2 YO Colt Forty Niner, who in turn was a son of Champion sire Mr. Prospector and out of the mare, Beware Of The Cat. Trained by D. : SAS Institute, Exchange Applications, and PricewaterhouseCoopers will also host a celebration of their new partnership during NCDM. The "Blues, Billiards billiards, any one of a number of games played with a tapered, leather-tipped stick called a cue and various numbers of balls on a rectangular, cloth-covered slate table with raised and cushioned edges. , and Barbecue barbecue [West Indian or South American], in the United States, traditionally an open-air gathering, political or social, in which meats are roasted whole over a pit of embers and food and drink are liberally enjoyed. " party will be held at Buddy Guy's Legends Restaurant in Chicago on Thursday evening, July 29, from 6 to 9 p.m. Admission is open and free to NCDM attendees and media representatives who pick up special sunglasses sunglasses A tinted pair of glasses used to ↓ light arriving at the eye, which are labeled according to the amount of UV light blocked; nonprescription glasses are classified according to use and amount of UV radiation blocked Sunglasses at either the Exchange Applications/PricewaterhouseCoopers or SAS Institute booth. SAS and all other SAS Institute Inc. product or service names are registered trademarks or trademarks of SAS Institute Inc. in the USA and other countries. (r) indicates USA registration. VALEX is a trademark of Exchange Applications, Inc. Other brand and product names are trademarks of their respective companies. |
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