Customer Relationship Management of 3M Company : 3M Company (NYSE: MMM), formerly known as the Minnesota Mining and Manufacturing Company, is an American multinational conglomerate corporation based in Maplewood, Minnesota, a suburb of St. Paul.
With over 76,000 employees, they produce over 55,000 products, including: adhesives, abrasives, laminates, passive fire protection, dental products, electronic materials, medical products [6] electronic circuits and optical films.[7] 3M has operations in more than 60 countries – 29 international companies with manufacturing operations, and 35 with laboratories. 3M products are available for purchase through distributors and retailers in more than 200 countries, and many 3M products are available online directly from the company.
3M started out on the North Shore of Lake Superior in Illgen City before moving to Two Harbors, Minnesota in 1902. The company moved to Duluth, Minnesota, and then to Saint Paul, Minnesota, staying for 15 years before outgrowing the campus and moving to its current headquarters at 3M Centre in Maplewood. The new campus in Maplewood is 475 acres (1.92 km2) and has over 50 buildings, including an Innovation Center that displays products 3M has taken to market. The company began by mining stone from quarries for use in grinding wheels. Struggling with quality and marketing of its products, management supported its workers to innovate and develop new products which became its core business. Twelve years after being founded, 3M developed its first exclusive product: Three-M-ite cloth. Other innovations in this era included masking tape, waterproof sandpaper and Scotch brand tapes. By 1929 3M made its first moves toward international expansion by forming Durex to conduct business in Europe. The same year, the company’s stock was first traded over the counter and in 1946 listed on the New York Stock Exchange (NYSE). The company is currently a component of the Dow Jones Industrial Average and of the S&P 500.
3M is a global company present in almost 200 countries, with more than 67,000 employees of all nationalities. 3M headquarters are in St Paul, Minnesota, in the United States. The challenges were to increase company profitability through client segmentation; control field workers; and save investments in software and maintenance by implementing a system that could be used remotely by representatives. The solution increased the productivity of sales forces, which are now able to remotely collect information from CRM, such as prices and online promotions. The company standardized the accounts, establishing a common language for businesses using CRM On Demand to make market intelligence, with control of sales time of greater value, approach and visibility.
A well-known satellite provider company is guarding its TV boxes against fraud with the development of a 3M application to protect smartcard chips from code cracking.
How it works
The innovative solution, meets the requirements of the industry security regulatory body NAGRA, was first developed by 3M in Korea. It uses high temperature structural adhesive to flood over the microchip in the TV box circuit, which causes the code to scramble if it is tampered with.
The adhesive used withstands extreme temperatures so it prevents removal of the chip. It is also chemical and shock absorption resistant, so provides the ideal protection from fraudsters.
Customised solution
The customised solution was presented to the manufacturer of the satellite boxes by 3M’s Customer Relationship Management Team. After extensive trials, the technology was approved for use in one million satellite or set top boxes.
The manufacturer has been so impressed with our adhesive protection solution that it has decided to make 3M its key adhesives supplier. It is incorporating the technology into all new boxes for the satellite provider.
Said Chris Boulton, 3M electronic specialist: "This is an excellent example of how 3M can share technologies developed globally and replicate them in other countries."
Process
Getting Customer data right
Product selling model to a customer buying, relationship-building business
Works closely with partners -Meet the distinct needs of individual customers
Multiple sources of trading partner data-redundancy and inconsistency in 3M’s data.
From database marketing to email mining to real-time targeted marketing
Technology –Seibel CRM
360 Degree customer view
Global data base Customers
Global installed base of products
Marketing campaign & Cross Selling
Customer empowerment
Lead creation & tracking
Analytics -segment, target and personalize
With over 76,000 employees, they produce over 55,000 products, including: adhesives, abrasives, laminates, passive fire protection, dental products, electronic materials, medical products [6] electronic circuits and optical films.[7] 3M has operations in more than 60 countries – 29 international companies with manufacturing operations, and 35 with laboratories. 3M products are available for purchase through distributors and retailers in more than 200 countries, and many 3M products are available online directly from the company.
3M started out on the North Shore of Lake Superior in Illgen City before moving to Two Harbors, Minnesota in 1902. The company moved to Duluth, Minnesota, and then to Saint Paul, Minnesota, staying for 15 years before outgrowing the campus and moving to its current headquarters at 3M Centre in Maplewood. The new campus in Maplewood is 475 acres (1.92 km2) and has over 50 buildings, including an Innovation Center that displays products 3M has taken to market. The company began by mining stone from quarries for use in grinding wheels. Struggling with quality and marketing of its products, management supported its workers to innovate and develop new products which became its core business. Twelve years after being founded, 3M developed its first exclusive product: Three-M-ite cloth. Other innovations in this era included masking tape, waterproof sandpaper and Scotch brand tapes. By 1929 3M made its first moves toward international expansion by forming Durex to conduct business in Europe. The same year, the company’s stock was first traded over the counter and in 1946 listed on the New York Stock Exchange (NYSE). The company is currently a component of the Dow Jones Industrial Average and of the S&P 500.
3M is a global company present in almost 200 countries, with more than 67,000 employees of all nationalities. 3M headquarters are in St Paul, Minnesota, in the United States. The challenges were to increase company profitability through client segmentation; control field workers; and save investments in software and maintenance by implementing a system that could be used remotely by representatives. The solution increased the productivity of sales forces, which are now able to remotely collect information from CRM, such as prices and online promotions. The company standardized the accounts, establishing a common language for businesses using CRM On Demand to make market intelligence, with control of sales time of greater value, approach and visibility.
A well-known satellite provider company is guarding its TV boxes against fraud with the development of a 3M application to protect smartcard chips from code cracking.
How it works
The innovative solution, meets the requirements of the industry security regulatory body NAGRA, was first developed by 3M in Korea. It uses high temperature structural adhesive to flood over the microchip in the TV box circuit, which causes the code to scramble if it is tampered with.
The adhesive used withstands extreme temperatures so it prevents removal of the chip. It is also chemical and shock absorption resistant, so provides the ideal protection from fraudsters.
Customised solution
The customised solution was presented to the manufacturer of the satellite boxes by 3M’s Customer Relationship Management Team. After extensive trials, the technology was approved for use in one million satellite or set top boxes.
The manufacturer has been so impressed with our adhesive protection solution that it has decided to make 3M its key adhesives supplier. It is incorporating the technology into all new boxes for the satellite provider.
Said Chris Boulton, 3M electronic specialist: "This is an excellent example of how 3M can share technologies developed globally and replicate them in other countries."
Process
Getting Customer data right
Product selling model to a customer buying, relationship-building business
Works closely with partners -Meet the distinct needs of individual customers
Multiple sources of trading partner data-redundancy and inconsistency in 3M’s data.
From database marketing to email mining to real-time targeted marketing
Technology –Seibel CRM
360 Degree customer view
Global data base Customers
Global installed base of products
Marketing campaign & Cross Selling
Customer empowerment
Lead creation & tracking
Analytics -segment, target and personalize
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