©2016ENGAGE.cxAllRightsReserved

The Future of CRM

©2016ENGAGE.cxAllRightsReserved

ALookBackwards

Proliferation of touchpoints

The Omni-Channel

Customer

©2016ENGAGE.cxAllRightsReserved

FuncBonalFocusIgnorestheCustomer

Func%onalsystems

Func%onalorgstructures

E-COMM

LOYALTY POS

MOBILE MKT AUTO

SOCIAL ADS PR

©2016ENGAGE.cxAllRightsReserved

CorporaBonsareslowtochange

©2016ENGAGE.cxAllRightsReserved

TheDemiseoftheFunnel

©2016ENGAGE.cxAllRightsReserved

Talkingvs.Listening

Should Telemarketing be Banned?

Debate.org

©2016ENGAGE.cxAllRightsReserved

“But you haven’t gotten my blast

email yet.”

“I’ve checked

social media, the

web and your

mobile app. I’m

here to buy.”

TheCustomerLifecycle

©2016ENGAGE.cxAllRightsReserved

TheShiLofKnowledge

Thepowerandcontrolintoday’ssalesrela3onshipsrestswiththecustomer.

Theynow“manage”therela3onshipstheywanttohavewithbrandsandcompanies,throughtheubiquitousnatureofsocial,mobile,andreal3meconnec3vity.

JamieAnderson,TheCustomerEdge

©2016ENGAGE.cxAllRightsReserved

85%Ofcustomers18-50haveasmartphone(PewsResearch2015)

90%OfRetailShoppersUseSmartphonesInStores(MarkeBngLand2015)

Today’sCustomer

Retailers must see in-store smartphone usage as an extension of the traditional retail experience …

©2016ENGAGE.cxAllRightsReserved

YourcustomerisanOmni-channelcustomer

81%Ofcustomersshoponlinebeforemakingapurchase(PwC2015)

©2016ENGAGE.cxAllRightsReserved

TheOmni-ChannelCustomer

©2016ENGAGE.cxAllRightsReserved

$2.2Tin-storesaleswillbeinfluencedbythedigitalac%vity

DoyouknowyourOmni-channelcustomer?

©2016ENGAGE.cxAllRightsReserved

TheRealityof“BigData”

©2016ENGAGE.cxAllRightsReserved

TheLimitaBonsof“BigData”

©2016ENGAGE.cxAllRightsReserved

TheInternetofThings

Who–isthecustomer?

What–dotheyneed/want?

Where–aretheyrightnow?

When–willthepurchaseoccur?

How–willtheybuy?

©2016ENGAGE.cxAllRightsReserved

TheRealityofPrivacy

83%saylocaBonis“crucial”totheirmobileexperiences

Werevealpersonalinforma3oninreturnforpersonalvalue

©2015ENGAGE.cxAllRightsReserved

Newtechnologieswillsupportacustomer-centricprocess

WHAT’SOUT

Prospec%ng

Cul%va%ng

Posi%oning

Closing

WHAT’SIN

Recognizing

Engaging

Assis%ng

An%cipa%ng

©2016ENGAGE.cxAllRightsReserved

GoingBacktotheFuture

•  Recognizing •  Engaging •  Assisting •  Anticipating

Sam Drucker, General Store owner Sept 8, 1915 – June 8, 2012

Future CRM technologies will make it personal again

©2016ENGAGE.cxAllRightsReserved

ThankYou

EricBleke

Co-founder/President

ENGAGEcx

www.engage.cx