P S E N T E D B Y:

S a b ya sa ch iTa ra i
R o ll : 0 3 9
 Introduction
v Hewlett Packard: Quality printer, High-end servers and PC.
v HP is known for its CRM also as it is intent on delivering
industry leading customer’s experience world wide.
v HP set out to improve a variety of business issues with
CRM, with the goal of providing an industry-leading
customer experience.
v Hp’ customers range from largest companies in the world to
small Mom and POP operations and has to satisfy.
v HP is rolling out its CRM program world wide and the
program’s magnitude only begins to hit home.

 Facts
v Mike Overly- CRM program director at HP.
v Each organization’s mantra was to manage the total
Customer experience.
v HP’s initial CRM effort was focused on the organization
that touches the customers most: The sales force.
v Its goal was to provide the company’s global sales force
with an automated and standard way to perform contact
management and account planning.
v But the hurdle was , every body had their own rule and
guidelines for managing customer activities. While,
what makes the customers happy is universal.
 Contd…
v The company chose the CRM solution from its business partner
Oracle.
v With Customers activity data in an Oracle “Customer master”
database, Hp can provide a remote sales person with the
ability to track the customer’s activity across organizations.
v Overly’s CRM team has made the ability to share information
about customer touch points across organizational key CRM
success measure.
• “We are in the solution business”, We are not just in solving
today's problem”.
• Both headquarters & staff will have access to a range of
customer’s information.
• The goal of HP was to enable customer to maintain their
 Contd…
v They need to phase out a lot of legacy system for
standardizing CRM.
v Data, business process and technology related information
need to put into the current CRM system.
v As Oracle CRM is based on portal technology, sales person
can customize their interfaces to include client
information and contact activities.
v The company is delivering much of the training via web to
educate staff on how to use Oracle CRM technology and
apply it to their job.
v
 The Challenges
v Deploying CRM worldwide.
v “We are not talking about every country’s having a unique
personal productivity tool, but about the HP solution”.
v “We are not talking about every country’s having a unique
personal productivity tool, but about the HP solution”.
v Ongoing management sponsorship and painless
involvement as much as possible for HP’s busy
executives i.e. earlier it was easier for the executives to
support the CRM team.
v
v
 Good Advice
v CRM team members work with the executives in related
business organizations to design their future business
process.
v A horizontal design group is responsible for cross functional
process design.
v the approach of uniting vertical design efforts with horizontal
processes standards facilitates development and ensures
that the CRM business processes, technology, data and
implementation are consistent across the company.
Advice for others:

1) Obtain sustained executive presence i.e. Executive leadership

must be engaged throughout the CRM life cycle.

2) Always keep one eye today’s problem and the other eye on

tomorrow’s.
3) Ensure change leadership with emphasis on the world leader.


Overly says, “ Everyday there is anew challenge. You need



someone who has good understanding of problem and

 The Golden Nogget
v Overly believed that with the implementation of
CRM the efficiency would also be increase.
v To know CRM Is success , HP has three CRM
performance measures.
§ Increased revenue
§ Decreased cost
§ Total customer experience
v In relation to the duration of it implementation
he told that “CRM be adopted as a continual
corporate practice with no end on sight”.
v
 The Manager’s Bottom Line
v Through sales force automation and its accompanying
technology managing the selling process and improving
it became easy for sales people.
v Early adopters are experiencing rise in returns, efficiency ,
lower cost and increased profit.
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 THANK YOU…