The_Art_of_Process_driven_CRM
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Transcript of The_Art_of_Process_driven_CRM
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The art of process-driven CRM
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bpm’online marketing 1
bpm’online sales 2
bpm’online service 3
bpm’online platform 4
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Creating process-driven
products
Strategy
marketing
sales
service
bpm’online A single platform to manage a complete
customer journey:
from lead generation to service
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bpm’online marketing 1
bpm’online sales 2
bpm’online service 3
bpm’online platform 4
1
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Marketing automation platform that ensures
an ideal customer journey
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Respond to the ever-changing
consumer behavior
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Buyer Seller Seller
Yesterday: Hungry for
information
Today: Too much
information to consume
Consumer behavior dramatically changed
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Consumer behavior dramatically changed
Today 2016 2018 2020
60%
85%
While approaching sales consultant, the customer already made a purchasing decision
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Mary
Brown
25 years old
Alpha
Business
Marketing
Associate
I have so many business
trips planned, I need
to buy a tablet
to make it easier
to travel!
Meet
Mary Brown
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bpm’online marketing
Lead management Multichannel campaign
management Email marketing Digital / e-marketing
360° customer view
& segmentation Mobile marketing Event management
Loyalty program
automation Marketing analytics
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A holistic multichannel marketing management
software powered by out-of-the-box best
practice processes
campaigns
A complete set of tools for loyalty / reward
program automation and multichannel
campaign management
loyalty
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bpm’online marketing 1
bpm’online sales 2
bpm’online service 3
bpm’online platform 4
2
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Employ out-of-the-box best practice
processes to close more deals!
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from short sales cycles to long corporate cycles
Complex B2B sales
Transactional sales
Channel sales
E-commerce
Field sales
POS
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80’s: Single channel
Discover → Search → Compare → Decide → Purchase
Stores
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2000’s: Multichannel
Web
Store
Discover → Search → Compare → Decide → Purchase
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Nowadays: Omnichannel
Shopper 1
Shopper 2
Shopper 3
Shopper 4
Discover → Search → Compare → Decide → Purchase
Company
website
Web
Mobile
Mobile
Store
Call Center
Social
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Geography
First store
John Lewis today
Turnover
Number of stores
UK
1864
The UK’s best multichannel department
store retailer in 2013
> £10bn
45
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0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00
Devices John Lewis buyers use to shop at different time of the day
Tablet
Desktop
Mobile
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Over 60% of
customers research
online before going to
the store
More than
20% of John
Lewis customers
buy online and
collect in store
27% of John
Lewis customers
research what they
want in store and then
purchase it online
How do John Lewis
buyers shop? 40% use
their phones to
interact with the
brand when in the
store
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0
1000
2000
3000
4000
5000
6000
7000
8000
9000
Покупки онлайн Покупки в магазине Омни-канальность
How John Lewis sales grew due to
omnichannel approach
Buy only
online
Buy only
in store
Omnichannel
shoppers
Average spend, ₤
year
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Charlie Mayfield,
Chairman of John Lewis
Partnership
Omnichannel capability and
innovation has been the key to
success and reaching £10bn
sales mark!
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Meet Mary Brown
I have made the choice for
my new tablet, but forgot
to pick a memory card.
I need help!
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Agent home
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Identification
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Cross-sell
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Cross-sell process
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Order management Order management
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Order management
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Order management
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Tablet
Case
Memory Card
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Out-of-the-box process for
opportunity management:
from lead to contract
team
A complete set of tools for
short sales cycle and
e-commerce
commerce
Robust product to manage
the full cycle of direct and
channel sales
enterprise
Sophisticated tools to manage
all sales channels: direct and
channel sales, e-commerce,
field sales and POS
omnichannel
A perfect fit for small and
medium business with
direct sales teams
Best choice for e-commerce A perfect fit for medium
and large enterprises to
automate complete direct
and channel sales cycle
Developed for medium and
large enterprises to manage
multiple sales channels
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bpm’online sales
Mobile Sales Sales Dashboards
and Metrics
Knowledge
Management
Enterprise Social
Network
360° customer view
& segmentation Guided Selling
Proposals and
Contracts
Order & Invoice
Management Sales Forecasting
Lead Distribution Account and Contact
Management Sales Pipeline
Out-of-the-box sales
processes
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bpm’online marketing 1
bpm’online sales 2
bpm’online service 3
bpm’online platform 4
3
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Employ out-of-the-box processes to deliver
service excellence
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Omnichannel communications
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Can’t synchronize my new tablet
with my phone :(
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Advisory service process
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Mobile service
• Mobile app for field service rep
• Mobile app for customer
• Mobile app wizard
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bpm’online service
Out-of-the-box
customer-facing
service processes
Out-of-the-box
ITIL processes Agent workplace
Omnichannel
communications
for customer service
360° customer view Knowledge
management
Real time feedback and
surveys Mobile service Problem management
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customer
service
Innovative helpdesk
software for customer
care excellence
customer
engagement center
Robust application to
manage mass omnichannel
communications with
customers
ITIL service
A perfect fit for companies
looking to automate ITSM
processes and to manage
the entire service lifecycle
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bpm’online marketing 1
bpm’online sales 2
bpm’online service 3
bpm’online platform 4
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Mix products and
editions to fit your
business needs
+
+
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bpm’online platform
Out-of-the-box processes
for marketing, sales and
service 2 BPM engine 1 Omnichannel
communications 3 User customization
4 Exceptional user
experience
on any device 5
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Build business processes
according to your specific requirements
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60
Business process management platform
is the foundation of all bpm’online products
2.0
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Designing complex multi-stage processes
in bpm’online is easy!
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Professional
BPMN designer
User wizard
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Intelligent business processes
Coming soon:
to premiere in June, 2015
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BPM engine
Out-of-the-box processes
for marketing, sales and
service
Omnichannel
communications User customization
Exceptional user
experience
on any device
bpm’online platform
2 1
3 4
5
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Take advantage of
out-of-the-box best practice processes
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• Lead management
• Campaign management
• Lead nurturing
Marketing processes Sales processes
• Lead distribution
• Opportunity management
• Order and invoice
management
• Approval process
management
Service processes
• Case management
• Problem and known errors
management
• Knowledge management
• Change management
• Service level management
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BPM engine
Out-of-the-box processes
for marketing, sales and
service
Omnichannel
communications User customization
Exceptional user
experience
on any device
bpm’online platform
2 1
3 4
5
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Deliver exceptional brand
experience working with
different communication
channels in one system
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Social
Telephony (CTI)
Customer portal
Community / Forums (integration)
Mobile
Chat
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BPM engine
Out-of-the-box processes
for marketing, sales and
service
Omnichannel
communications User customization
Exceptional user
experience
on any device
bpm’online platform
2 1
3 4
5
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Fully customizable
platform
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Customization
• User fields and lookups
• Page designer
• Details designer
• Business rules setup
• Charts designer
• Dashboards designer
• Printable & report setup
• Mobile app wizard
![Page 96: The_Art_of_Process_driven_CRM](https://reader030.fdocuments.us/reader030/viewer/2022032513/55d2e4f1bb61eb95378b4781/html5/thumbnails/96.jpg)
BPM engine
Out-of-the-box processes
for marketing, sales and
service
Omnichannel
communications User customization
Exceptional user
experience
on any device
bpm’online platform
2 1
3 4
5
![Page 97: The_Art_of_Process_driven_CRM](https://reader030.fdocuments.us/reader030/viewer/2022032513/55d2e4f1bb61eb95378b4781/html5/thumbnails/97.jpg)
Bring your own device
The platform enables to take
control over the system’s
interface on desktop, tablet
and mobile, ensuring consistent
look and feel on any device
![Page 98: The_Art_of_Process_driven_CRM](https://reader030.fdocuments.us/reader030/viewer/2022032513/55d2e4f1bb61eb95378b4781/html5/thumbnails/98.jpg)
Deployment
options
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On-premise
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Why
bpm’online?
BPM +
Out-of-the-box best practice
processes
A single view of customer
journey – marketing, sales and
service
Engaging interface that users
love!
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Katherine Kostereva,
CEO & Сo-founder
Michael Rooney,
SVP & General Manager
Q&A
Andie Dovgan,
Director of Business Development
Noel Brinkley,
Sales Executive