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