Focus Your Analysis

Identify two to five key problems.

Why do they exist?

How do they impact the organization?

Who is responsible for them?

Uncover Possible Solutions/Changes Needed

Review course readings, discussions, outside research, your experience.

Select the Best Solution

Consider strong supporting evidence, pros, and cons. Is this solution realistic?

BREATHING NEW LIFE INTO CRM WHILE INVESTING FOR THE FUTURE JANUS CAPITAL Name of the Company: JANUS CAPITAL Type of the Company Financial The Business Case: Junus Capital Group is a global financial firm that realized customer retention is critical to its livelihood. To diversity its product line the company went public and formed a set of subsidiaries that ultimately need to plug into its CRM solution Management buy-in took some time and the job still isn't completed, but Jamus feels it's on the right track. Over the past few years, the financial market has taken a huge beating as the economy limped along. Like other financial firms, Janus know it had to hang on to its customers and generate new assets. While we are always struggling on building the lasting relationships and loyalty" said Jon Leonard, director of marketing at Janus client retention became even more critical as the company saw the assets kind of going out the door or depleting". And the company realized that it was no longer good enough to be a stock picker, "because picking high tech stocks is no longer the best thing to do these days", suid Leonard. Instead the company needed to diversify its product offerings. "That's why we got into the business of bringing in subsidiaries, he said. But that posture thrust Janus into somewhat of a quandary, "We've kind of gone from very basie products to mini products, and how to sell these products, as well as gather information on your customers" said Leonard Global sales proved to be a particularly trea for the company. "We can't afford to grow that sales force, so they need to cover a wide territory, but we can't hire more people", said Leonard, "That's been a huge challenge for us and we've had to build efficiencies in. So, to track sales activities, so it's a range of pipeline management, all the way down to did I play golf with that customer? What's the customer's wife name? There's a lot of profiling in there to kind of make your next visit with that customer a more personal one. BREATHING NEW LIFE INTO CRM WHILE INVESTING FOR THE FUTURE JANUS CAPITAL Name of the Company: JANUS CAPITAL Type of the Company: Financial The Business Case: Janus Capital Group is a global financial firm that realized customer retention is critical to its livelihood. To diversify its product line the company went public and formed a set of subsidiaries that ultimately need to plug into its CRM solution. Management buy-in took some time and the job still isn't completed, but Janus feels it's on the right track. Over the past few years, the financial market has taken a huge beating as the economy limped along. Like other financial firms, Janus knew it had to hang on to its customers and generate new assets. While "we are always struggling on building the lasting relationships and loyalty", said Jon Leonard, director of marketing at Janus, client retention became even more critical as the company "saw the assets kind of going out the door or depleting". And the company realized that it was no longer good enough to be a stock picker, "because picking high tech stocks is no longer the best thing to do these days, said Leonard. Instead the company needed to diversify its product offerings. That's why we got into the business of bringing in subsidiaries" he said. But that posture thrust Janus into somewhat of a quandary. "We've kind of gone from very basic products to mini products, and how to sell these products, as well as gather information on your customers?" said Leonard. Global sales proved to be a particularly thorny area for the company. "We can't afford to grow that sales force, so they need to cover a wide territory, but we can't hire more people", said Leonard. "That's been a huge challenge for us and we've had to build efficiencies in. So, to track sales activities, so it's a range of pipeline management, all the way down to did I play golf with that customer? What's the customer's wife name? There's a lot of profiling in there to kind of make your next visit with that customer a more personal one