1   ©  2011  Merced  Systems  Confiden4al  

Cover  Slide  TBC  Merced Systems

©  2011  Merced  Systems  Confiden4al  

Merced  Systems    Execu4on  For  your  Customer  Facing  Func4ons  

2   ©  2011  Merced  Systems  Confiden4al  

Helping  Companies  Acquire  and  Retain  Customers  

Acquire  

Retain  Service  Performance    

Management  

Sales  Performance  Management  

Field  Sales  

Retail  Sales  

Partner  Sales  

Customer  Service  

Customer  Support  

Back  Office  

Field  Service  

Tele-­‐  Sales  

3   ©  2011  Merced  Systems  Confiden4al  

Customer-­‐facing  organiza4ons  are  challenged  more  than  ever…  

There  are  few  silver  bullets,  so…..You  must  execute  

Expand  Geographic  Presence  

Find  New  Sales  Channels  

Launch  New  Products  and  Services  

Ensure  Customer  Loyalty  

Integrate  Newly  Acquired  Companies  

4   ©  2011  Merced  Systems  Confiden4al  

In  sales  and  service  organiza4ons,  this  means  you  need  to…  

§  Maximize  revenue  §  Promote  Higher-­‐Margin  Selling  

§  Retain  top  talent  

§  Rapid  issue  resolu4on  §  Build  &  retain  customers  §  Iden4fy  and  op4mize  cross-­‐sell  &  up-­‐sell  opportuni4es  

§  Accelerate  cycle  4mes  §  Reduced  variance  among  sales  and  service  team  members  

§  Reduce  overhead  §  Minimize  errors  

Drive  Sales  ExecuGon   Provide  a  Superior    Customer  Experience  

Ensure  OperaGonal  Efficiency  

5   ©  2011  Merced  Systems  Confiden4al  

Execu4on  is  not  easy  

Understanding  is  difficult  

Doing  is  difficult  

§ Data  is  massive  and  everywhere  

§  Insufficient  tools  for  Business  Users  

§  Lack  of  domain  specific  analysis  

§ OrganizaGons  are  siloed,  complex  and  dynamic  

§ Numerous  non-­‐standardized  business  processes  

§ Behavioral  change  is  difficult  

6   ©  2011  Merced  Systems  Confiden4al  

Empower  Frontline  

Automate  Processes  

Enable    Ac4on  

EXECUTE  

ANALYZE  

Performance  Management  Enables  World  Class  Execu4on  

“Best  in  class  companies  are  3X  more  likely  to  leverage  PM  SoluGons”  

Aberdeen  Group  -­‐  April  2011      

Iden4fy  Opportuni4es  

Gain    Visibility  

Aggregate    Data  

7   ©  2011  Merced  Systems  Confiden4al  

Merced  Service  PM    

 

 

Merced  AnalyGcs    

 

 

Merced  Systems  Solu4ons  Offerings    

Merced  Sales  PM    

 

 

Deployment  OpGons   Business  ConsulGng  Services   ImplementaGon  Services  

•  SaaS  • Managed  Services  • On  Premise  

• ROI  Development  •  Change  Management  • Opera4ons  Consul4ng  

• Design  and  Configura4on  • Adop4on  Planning  &  Rollout  •  Training  &  Support  

8   ©  2011  Merced  Systems  Confiden4al  

The  Problem…  

The  purpose  of  

business  is  to  

create  and  keep  

a  customer.  

   -­‐Peter  Drucker  

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