Post on 20-Aug-2015
Salesforce.com Webinar Series
This Webinar will start at 11:00 AEST
Generate Revenue with a Customer Experience Strategy
Speakers
Chris KirbyHead of Customer
Experience ResearchFifth Quadrant
John WardRegional Director APAC,
Service Cloudsalesforce.com
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Safe Harbour
Safe harbour statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site.
Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
John WardRegional Director APAC, Service CloudSalesforce.com
#1 in Cloud Computing and CRM
#1World’s #1CRM
Cloud Computing
Innovation 2011, 2012, 2013
The Evolution of Customer Service
100x1x 1,000x10x
1980sPhone
TodayMobile1990s
Multi-Channel
2000sSocial
Your Customers Are More Mobile Than Ever
Tablets
Smartphone
s
Laptops
Desktop
1.8 BillionMobile Devices by 2014
Source: IDC, Gartner company filings, salesforce.com estimates.
20062010
2014E
2007 2008 20092011 2012 2013E
Conversations Are Exploding
340 million tweets/day
2.7 billionFacebook posts/day
Billionsof blogs & communities
Unfortunately, Most Companies Are Not Responding
Sources: SocialBakers “Companies Respond to Just 5% of Questions on Facebook”; Sysomos “Replies and Retweets on Twitter”
Twitter Complaints Not Answered
71%
Facebook Brand Posts Not Answered
95% 88 percent of people unlikely to buy from brands that ignore their complaints online.
“ “
Surveys Confirm CSAT Is More Important Than Ever
Source: “The Future of Customer Service.” Forrester Consulting commissioned by salesforce.com, July 2012.
VP Customer Service
CMOCIO 92
%64%
52%
43%
40%
Customer Satisfaction
First Contact Resolution
Average Speed of Answer
Service Level Adherence
Agent Handle Time
Chris KirbyHead of Customer Experience Research, Fifth Quadrant
Customer Experience Defined
The internal response of an individual to
their interactions with an organisation's products, people,
processes, technologies and
environments.
Internal response
includes the thoughts,
feelings, senses,
physical reactions and
emotions experienced
as a result of the
experience.
Customer Experience Is Multi Dimensional
Customer Engagement
Process & technology
Multi-channel
Commun-ication
Products
Service
Value
Consumers agree “If I always received excellent customer service from a
company I would be happy to pay more money for their
products or services”
Consumers agree “When I receive bad customer
service, I actively avoid buying more products or services from that same
company again”
77%37%
Customer Experience Impacts Customer Value And Retention And Therefore Long Term Business Value
Consumers agree “I would actively advise my friends / family to avoid a company if they gave me poor customer
service”
80%
Source: 2013 salesforce.com Customer Experience Study
% consumers using channel more often than
a year ago
• 40% Email
• 37% Web self-service
• 23% Web chat
• 22% Facebook
• 17% CSR
Consumers Are Rapidly Expanding The Range Of Ways They Engage With Organisations
Source: 2013 salesforce.com Customer Experience Study
43% using mobile device more often than a year ago
As Customers Bounce Around Channels Expectations For A Seamless Service Are High
Used more than 1 channel
Used 1 channel only
47%53%
78%
Not repeating information
74%
Company combining
info collected from different interactions to
provide seamless service
67%
Company knowing
history across different channels
% Consumer Importance – Top 3Number of channels used for last transaction
Source: 2013 salesforce.com Customer Experience Study
Customers Organisations Customer Experience
• Simplicity
• Transparency
• Consistency
• Collaborative
• Generate revenue with a customer experience strategy
• Traditional, product-oriented business models no longer work
• Responsive, customer-driven cultures
• Single, personalised relationship with ALL customers
• Anticipate customer needs
• Identify and solve issues before they affect customer satisfaction
Customer Experience Management Is Now More Complex
Poll
Does your organisation have an
enterprise wide customer
experience strategy?
Yes
No
Don’t Know
Organisations currently have an enterprise-wide
customer experience strategy
Organisations rate their executive team as being supportive
of customer experience strategy
51%53%
Despite The Importance Of Customer Experience Organisations Are Yet To Fully Embrace It…
Source: 2013 salesforce.com Customer Experience Study
Have customer experience strategy
Existence of sub strategies within
customer experience strategy
Level of C-Level Support
Australian Organisations Have Been Segmented Based On Their Customer Experience Maturity
Customer Experience Maturity Is Proven To Drive Better Business Performance
10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 110%0
2
4
6
8
10
12
Customer Experience Maturity Index
Imp
act
on
Reven
ue G
en
era
tio
n
Ind
ex
Source: 2013 salesforce.com Customer Experience Study
Top 30% customer experience OrganisationsBottom 30% customer experience Organisations
More Mature Customer Experience Organisations Offer A Wider Range Of Contact Methods To Customers…
Source: 2013 salesforce.com Customer Experience Study
Web Self-service Web Chat Facebook Mobile Device0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
% implementation by 2018
Top 30% CX Orgs Bottom 30% CX Orgs No CX Strategy
Channels Devices
…And Are Investing More In Social Media, Integrated Customer Management And Web Chat Technology Future Technology Investment
% Top 30% customer experience Strategy Organisations
Source: 2013 salesforce.com Customer Experience Study
Social media technology 73%
Integrated customer management 73%
CRM 67%
Web chat 67%
Internal collaboration tools 67%
Mobile device management 67%
Social Media’s Influence
77% consumers have changed their mind about buying a product or service because of
comments/recommendations made on social media
Source: 2013 salesforce.com Customer Experience Study
Currently maintain a Facebook channel for
customer service
Of organisations will have some social media
customer service operating by 2018
67%38%
Social Media Investment And Implementation Is Forecast To Grow Significantly
Source: 2013 salesforce.com Customer Experience Study
Poll
Which department is most
responsible for the management of
the social media interactions in
your organisation?
1. Marketing
2. Contact Centre
3. IT
4. Don’t know
However There Are Significant Challenges Still To Overcome
63%
Marketing most responsible for social media management – 9% contact
centre
(22% amongst Top 30% customer experience Organisations)23
%Rate themselves as well placed to effectively resource social media
operations
1 2 3 4 5 6
Listening and Monitoring
Community Engagement
Primary Sales Channel
Marketing Platform
Customer Service Channel
Customer Communications
Channel
Social Media Evolution
1 2 3 4 5 6
Listening and Monitoring
Community Engagement
Primary Sales Channel
Marketing Platform
Customer Service Channel
Customer Communications
Channel
Social Media Evolution
Currently operate customer service
via a mobile device
Of organisations will have some
mobile customer service operating
by 2018
82%34%
Mobile Device Implementation Is Set To Expand Rapidly
Source: 2013 salesforce.com Customer Experience Study
However There Are Significant Challenges Still To Overcome
38% Agree: “It is easy to use my mobile device to interact with a company”
24%Agree: “It is quicker to use my mobile device to resolve my query than other
channels”
24% “Happy” with experience of using mobile device to resolve queries
Implementation Challenges……
Social media implementation–40% - security/privacy concerns–37% - lack of resources–26% - cost–23% - not having the right technology/ being able integrate with other systems
Mobile device implementation–35% - lack of the right technology–32% - lack of resources–29% - security/privacy concernsSource: 2013 salesforce.com Customer Experience Study
Key Messages
1. Consumers have more channel choice than ever before but expect seamless customer experience
2. Companies that adopt and have a mature customer experience strategy generate more revenue than companies that do not
3. Although companies are investing in social and mobile channels, they are not fully integrated and therefore deliver inconsistent experiences
Source: 2013 salesforce.com Customer Experience Study
Legacy Software Is Disconnected From Customers
Your customers are social and mobile……. …but legacy software isn’t
Deliver Amazing Service Everywhere
AgentCollaboration
Motivate & PerformSocial
Transform Your Customer Service with Service Cloud
Delight Your Customers Everywhere Turn Your Agents into Superheroes Help Your Managers Make Informed Decisions
Phone & Email
Communities Agent Console
KnowledgeBase
Analytics MobileWeb Self-service
The Service Cloud For Small Business
Support Your Customers Across Any Channel
Easy to Get Up and Running
Help Your Customers Help Themselves
Market Leaders
Market Leadership Product Leadership Market Leadership
Leader Contact CenterLeader Social CRM
Leader Customer Service
Champion Customer Service Management
Market Leader
#1 Case Management
#1 Web Support
34,000Customers
Helping Customers Succeed Across All Metrics
+37%
Source: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party, Confirmit Inc., on 5,200+ customers randomly selected. Response sizes per question vary.
Decrease in Support Costs
+35% Agent
Productivity
+40% +41%
CustomerRetention
+34%First Call
Resolution
Increased customer
satisfaction
Further Discussion
John Ward Regional Director, Service Cloud APACjohn.ward@salesforce.com
Chris Kirby, Head of Customer Experience Research, Fifth Quadrantckirby@fifthquadrant.com.au
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