Post on 14-Jul-2015
Why do we need CRM???
Everyone is connected, everywhere, all the time
>4.5 billionpeople on social
>6.8 billionMobile devices
>400 milliontweets per day about product, services, and brands
150average number of times a person checks their phone each day
Customers know more than ever before
employeescompetitorsproducts servicecustomers brand
Decisions are made before you can even engage
Customers are
57%through the buying
process before they talk
to you
70%For complex sales
cycles *
44%Of customers today
complain about
products and services
on social networks
Customer expectations have changed
86%Of customers are
willing to pay more for
a better customer
experience.
Likes…
Every touch point matters
Search…
References…
Reputation…
Reviews…
Engagement…
Service…
Shopping…
Ads…
We must adapt to the new customer journey
How do organizations create amazing
customer experiences?
Deliver personal customer experiences at scale
Personalize marketing campaigns to drive lead generation.
Automate, execute and monitor campaigns across all channels (traditional, online, social).
Meet your customers anywhere, on any device
Update activities, contacts, and opportunities on the go and get real-time insight on the metrics that matter most.
Gain competitive insights from social channels and harness the public web to identify new leads and contacts.
Build their network and deepen customer relationships
Cold email < 3% response rateTelesales has a 4.5% chance of talking to a prospectLinkedIn Inmail has a 67% response rate
Gain data, insights, and connections that make every prospect and customer conversation more relevant, valuable and productive.
Build custom watch lists and automatic alerts that keep you abreast of news and events that affect your accounts.
Work smarter to close more deals. Faster.
Understand customer sentiment across the social web and get early warning to service issues.
Listen and engage with customers on the channels they prefer
Omni-channel support can improve customer satisfaction by
36%
Deliver consistent experiences with built-in best practices
Process-driven UI out-of-the-box
ensures consistency.
Only
1 in 3Customers feel that companies actually deliver a positive customer experience.
S&P 500 index
-1.3%
CxP Laggards
-46.3%
CxP Leaders
22.5%
Watermark Consulting Study
5-year stock performance of Forrester
Customer Experience (CxP) 10 leaders
vs. l10 aggards vs. S&P 500 (2007-
2011)
Companies that deliver amazing customer experiences, win
What is CRM and why should you care?
mmunson@acemicrotech.com