GOBEYONDTRADITIONALCRMCLOUDCRMACTFASTER.BERELEVANTEVERYWHERE

NavikNumsiangManagingDirector,Sundae SolutionsCo.,Ltd.

”Atermthatreferstopractices,strategies andtechnologies thatcompaniesusetomanageand

analyzecustomerinteractionsanddata throughoutthecustomer

lifecycle,withthegoalofimprovingbusinessrelationships with

customers,assistingincustomerretention anddrivingsalesgrowth “

MeaningofCRM

• How many productsdoes our averagecustomer buy?

• How can we induce our current base to buy more products?

• Who are the prime targets for expansion?

• What is the cost of expansion?

• How can we improve retention?

• What is our average customer relationship length?

• How can we hold customers for as long as possible?

• What is the most cost effective method of retention?

• What is the bestchannel for each segment?

• What is the acquisition cost for a channel/ segment?

• Do certain channels deliver certain types of customers?

• What is the most cost effective acquisition?

• Who do we target?• What segments are most

profitable?• What segments match

your company’s Value Proposition?

• What is the best segmentation strategy for us/our industry?

DURATION OF CUSTOMER RELATIONSHIP

VALU

E ( $

)

Targeting Acquisition Retention Expansion

CRM:TheFrameworkforIdentifying,KeepingandExpandingCustomerRelationships

CRM–MostUsedToolSurveybyBain&Company

คลิกที่นี่เพิ่มชมวิดีโอ https://youtu.be/U87WEQw5Dic

TheRoleandImportanceofCloud

10

IoT

11

Cloud Mobile Networks Big Data

More than 60% of CEOs expect 15-50% of their earnings growth in the next 5 years to come from technology-enabled business innovations.

– McKinsey study, 2013 ”“

Simplicity, time to value, speed to innovation, and

extensible platform

Adaptability for the 21st

century workforce, everything doable from

anywhere

Hyper-connectivity fueled by digital

communities and social collaboration

Predictive insight driven by business

strategy, new product strategies, new

customer relationships

Transformational technologies have converged to drive business innovation like never before

12

Focus on Innovation,

Less on Maintenance

Manage Costs and Increase Productivity

An ever increasing need to focus on

innovation, faster time to value

while simplifyingthe IT landscape

IT often seen as bottleneck in

adapting to changes in business

requirements. Need to be more responsive, agile

Pressure on IT to be more

Agile, Responsive

Pressure on IT and Business

to reduce costs while still achieving

business goals

Why companies are moving to Cloud solutions

IDC: 75% of New IT expenditures will be for Cloud or hybrid systems by 2016

CLOUDCRMSellSmarter

CUSTOMERSCONTROL THEIR JOURNEY

AWARENESS

CONSIDERATION

INTEREST

DISCOVERY

ACTION

DIGITAL DISRUPTS SALES

DIGITAL IS DISRUPTING CUSTOMER INTERACTIONS

Business customers are 57% through their buying process by the first sales call

57%

THE TRADITIONAL FIELD OF PLAY IS SHRINKING

cost of winning a new customer vs. growing an existing customer

4 – 10x

AND HOW WE

of companies providing mobile access to sales & customer data

are still not satisfied with their management insight – despite investments into analytics

<50% 56%

SALES PRODUCTIVITY CONTINUES TO DECLINE …

of time is spent selling down from 41% (in 2011)

35%Turnover is up 3 points

20%To complete onboarding

6 months

THE CHANGING B2B CUSTOMER

“59% DON’T WANT TO INTERACT WITH

A SALES REP”*

*Source: Forrester on B2B

57%of the way towards making a decision before reaching out to a potential vendor.

TRADITIONAL SELLING IS OBSOLETE

THIS IS NOTYOUR

CUSTOMER‘S JOURNEY

ANYMORE!

AWARENESSINTEREST

DESIREACTION

YOUR TOOLS DON’T DO WHAT YOU NEED

OF CRM DEPLOYMENTS FOR SALES HAVE POOR USER ADOPTION.

74%SOURCE: CHIEF SALES OFFICER INSIGHTS

THE NEW RULESSALES – BE AGILE and DATA DRIVEN

“By 2017, 65% of sales organizations will use smart phone and tablets to drive adoption and improve data quality for SFA applications”Source: Gartner

§ Mobile First - access information and have complete visibility from anywhere, anytime on any device.

§ Have complete insight into the customer journey from start to finish, be better informed and engage at the right moment.

§ Accelerate Sales Productivity so more time is spent selling

SO, HOW DO YOU SELL SMARTER IN THE

DIGITAL ECONOMY?

คลิกที่นี่เพิ่มชมวิดีโอ https://youtu.be/BtPW2PTCAAY

CLOUDCRMDeliverEnd-to-EndServiceExcellence

THE WORLD HAS CHANGED

CUSTOMERS ARE CHANGING THE RULES.

TECHNOLOGY IS CHANGING

THE GAME.

DIGITAL TRANSFORMATION IS EVERYWHERE

THE WORLD OF CUSTOMER SERVICE HAS CHANGED…

TODAY’S CUSTOMERS …

HAVE GREATER CHOICE

HAVE HIGHER EXPECTATIONS

ARE MORE EMPOWERED

NOW YOU NEED TO MAKE A CHANGE…

TODAY’S COMPANIES SHOULD …

BE EASY TO ENGAGE WITH

BE BETTERINFORMED

BE PRESENT IN MANY CHANNELS

2 OUT OF 3 COMPANIES BELIEVE THAT THEIR CRM SYSTEM DOES NOT SUPPORT THEIR FUTURE VISION FOR CUSTOMER ENGAGEMENT

Source : SAP Research

YOU’VE BUILT UP A CUSTOMER SERVICE CENTER TO

RESPOND TO YOUR CUSTOMER’S ISSUES.

AND YOU’VE GIVEN YOUR FIELD SERVICE TECHNICIANS PRODUCT TRAINING AND A

COMPLETE TOOLBOX

YOU CAN OFFER POST SALES SUPPORT …

… BUT WHAT ABOUT BEFORE THE FIRST SALE?

53%Abandon a purchase if they can’t find quick answers to their questions

Source : Forrester 2016

SERVICE STARTS AT THE

BEGINNING OF THE BUYING

PROCESS

THE CUSTOMER JOURNEY HAS TRANSFORMED

SUPPORT DURING BUYING PROCESS

AFTER SALES SUPPORT

ASSISTED SERVICE§ Chat/Video chat§ Voice§ Call Back§ Email§ Social channels

UNASSISTED SERVICE§ Online Self Service§ Support

Communities§ Knowledge

Management

IT’S TIME TO TRANSFORM YOUR SERVICE OFFERINGS …

… DELIVER END TO END SERVICE EXCELLENCE …

Field ServiceEngagement CenterSelf Service

INTEGRATION WITH TRANSACTIONAL SYSTEMS

… AND LET YOUR SERVICE ORGANIZATION BE A REVENUE ENGINE FOR YOUR BUSINESS

YOUR CUSTOMERS NEED MORE OPTIONS TO RESOLVE ISSUES QUICKLY THROUGH ANY CHANNEL

SERVICE REQUESTS NEED TO ROUTE TO THE RIGHT SERVICE AGENT WHO HAS THE TOOLS TO FIND A RESOLUTION THE FIRST TIME …

FIELD SERVICE EXPERTS NEED MOBILITY, INSIGHTS,

AND COLLABORATIONRIGHT ON THE JOB.

AND MANAGERS NEED OPERATIONALINSIGHT AND THE ABILITY TO WORK ANYWHERE

BUT HOW DO YOU GET THERE?

คลิกที่นี่เพิ่มชมวิดีโอ https://youtu.be/ivoVWeLyTPU

THANKYOU

NavikNumsiangManagingDirector,Sundae SolutionsCo.,Ltd.Email:navik@sundae.co.th