SAP Hybris Cloud CRM Event - Go beyond traditional CRM, Cloud CRM
45
-
Upload
sundae-solutions-co-ltd -
Category
Software
-
view
119 -
download
0
Transcript of SAP Hybris Cloud CRM Event - Go beyond traditional CRM, Cloud CRM
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
