Gain a new perspective on your digital customer experience and get closer to what matters

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1 Gain a new perspective on your digital customer experience and get closer to what matters Redesigning the way companies work and engage customers and employees in the digital world.

2 What if you could actually engineer a positive digital customer experience? The question of how to create beautifully personalized, timely and relevant customer experiences is an age-old one. Like most businesses, your organization has probably answered it by putting in place a plethora of disparate back-end systems from CRM and collaboration tools to sales engines and analytics dashboards. However the rapid evolution of mobile access, social media and cloud-based applications is radically changing the nature of customer interactions rendering these traditional, siloed approaches to customer relationship, sales and service management obsolete. In this ebook we ll explore how you can redefine your digital customer experience to transform sales marketing and service success. What s now needed is a new, integrated approach designed from the ground up to live where customers do and deliver powerfully differentiated customer experiences that fit our fast-changing, multi-channel, mobile-and social-enabled world.

3 It all starts with getting inside the new customer journey As you know better than anyone, today s customer purchase journey is no longer a linear series of transactions. It s a decentralized, dynamic and continuous 24/7 mesh of interactions that includes self-service, peer feedback and multi-channel engagement. Serving customers in this new, non-stop era requires new tools and new rules. Whether you re responsible for sales, marketing or customer service, the trick is understanding how customers think and what they expect and need at any given point in their journey then delivering just that through inspired and differentiated ways that exploit new technology capabilities. Recent research revealed that 66% of consumers will stop doing business with a company due to poor customer experiences. A staggering 56% of customers have paid more for a product because of a better CX. Sources: gcpr2013 and Avanade s Global Survey: B2B is the New B2C Driving interactions that are immediate, valuable, relevant, simple and new will help you create this differentiated value: improving customer loyalty, growing revenue and increasing the lifetime profitability of customers. So how do you do it?

4 Create a customer segment of one 1. Create context-driven customer interactions across touch points, devices and browsers by automating the sales, marketing and service processes. 4. Devote the right resources to every customer interaction at the right time, enriched with collaboration solutions to enable deeper and more meaningful engagements. 2. Streamline communication channels to create integrated platforms for marketing, sales, service, and commerce that draw data and create insights from across line of business data silos. 5. Share relevant analysis enterprise-wide, in real time using data gleaned across departments then refined, and visualized. 3. Reach the right customers with the right message or offer, at the right time via the right channel, by aligning sales and marketing programs. 6. Predict next-best actions by understanding customer behavior and sentiment across a variety of categories and use it to build predictive views and generate new communication ideas. Brands need to have an absolute obsession with understanding, delighting, connecting with, and serving customers and it s this obsession that will make tomorrow s market leaders stand apart from the followers.

5 Get closer to delivering amazing results The experts at Avanade are on a mission to revolutionize customer experience as you know it with the new Customer Experience Redefined program. It s built around a new vision that cuts through complexity to redesign how your people and processes connect behind the scenes, empowering you to deliver the best possible experience at every customer touchpoint. Design the opportunities that mobility, social trends, analytics and cloud offer into the very DNA of your sales and marketing approach 60% of companies that have built new business processes and technologies to accommodate shifts in customer interactions report increased revenue. 60% also report a larger customer base and 61% a growth in customer loyalty.* * Avanade, Global Survey: B2B is the New B2C, The Consumerization of Enterprise Sales November 2013 Start seeing customer experience in a new way: more intuitive, connected, personalized, relevant and timely Rethink people, processes and systems to extend customer interactions, deepen customer understanding and create richer, more profitable relationships

6 Redefine your digital customer experience and see exceptional results realized Optimized SALES opportunities Customers expect greater personalization, relevance, immediacy and value across sales channels. That makes it increasingly harder to empower your people with relevant, real-time information and identify next-best actions. We can help you: Measure and manage opportunities to increase cross-sell/up-sell Make sales predictive and profitable by connecting customer data Deliver mobile-enabled sales processes to increase productivity Powerful MARKETING insights Digital, social and mobile innovations are fundamentally changing routes to market and how loyalty is constructed. You need to differentiate your brand and drive up business value and loyalty across the customer lifecycle. We can help you: Integrate multiple channels to create relevant, personalized, real-time marketing experiences Bring the right resource at every touchpoint, at the right time, via the right channel Deploy seamlessly integrated analytics to drive and prove digital ROI Real SERVICE excellence Organizations need to increase the engagement, productivity, efficiency and consistency of call centers, decreasing call-handling times, breaking down knowledge silos and delivering an engaging customer experience. We can help you: Turn the service from a cost center into a revenue generator Tailor service processes to drive up acquisition and retention Deliver differentiated service to revolutionize loyalty and lifetime value

7 Transform your digital customer experience faster with Avanade You need a clear and lasting source of competitive advantage: an approach that can ride the ongoing digital disruption, rooted in an obsession with transforming customer experiences. We deliver creative solutions that combine insight, innovation and unrivaled Microsoft knowledge, backed by tools and best practices that mitigate transformation cost and risk. A global telecom company increases collaboration and productivity. We delivered an estimated 20% in productivity savings by optimizing social computing practices and transforming communications with an innovative collaboration platform. The company now easily taps into talent and expertise, shares collective knowledge, and better empowers employees to work as one unified team, globally. An iconic vehicle manufacturer gets closer to customers with a new mobile-enabled process. We helped this manufacturer and its dealership extend the reach of customer interactions to mobile devices enabling sales and service personnel to deliver a highly personalized experience for customers from online, to mobile, to in-store.

8 Connect what matters By redefining how you connect people, processes and systems you can: Evolve traditional CRM to include the strategies for developing collaborative and social connections with customers and suppliers Automate sales, marketing, and service interactions Redefine collaboration to streamline sharing and create community-based interactions, enriching the customer experience Link-up data and analytics to discover, refine and share analysis, improving performance Look at customer behavior data through integrated new lenses by pulling together and evaluating all the touch points with your brand Enhance all your processes with mobility to better engage and inspire customers across geographies and devices, and increase productivity Develop new processes and skills across functions to transform the de livery of brand experiences A major sporting club delivers a customer experience beyond boundaries. We helped the club streamline its operations and enhance customer service by providing them with the cross-system insights needed to build rich client profiles, create targeted offers and provide proactive service. They now deliver more personalized and relevant digital customer experiences for their 100,000 plus members.

9 See the big picture Avanade s digital customer experience solution is part of Avanade s exciting new Work Redesigned program. This is a visionary new way for enterprise leaders to build real customer centricity and lasting competitive advantage into the very DNA of their organization and fundamentally rethink how work happens. Create and optimize insight-driven marketing experiences through integrated digital channels and customer platforms Attract and nurture customers in the buying journey with relevant, engaging, (and mobile-enabled) experiences Drive loyalty, retention and revenue uplift by elevating customer service through omni-channel experiences Visit to find out more

10 23,000+ MICROSOFT CERTIFICATIONS HELD BY AVANADE CONSULTANTS 23,000+ MICROSOFT CERTIFICATIONS HELD BY AVANADE CONSULTANTS About Avanade Avanade provides business technology solutions and managed services that connect insight, innovation and expertise in Microsoft technologies to help customers realize results. Avanade, which is majority owned by Accenture, was founded in 2000 by Accenture LLP and Microsoft Corporation and has 20,000 professionals in more than 20 countries. Additional information can be found at Avanade and the Avanade logo are registered trademarks or trademarks of Avanade Inc. Other product, service, or company names mentioned herein are the trademarks or registered trademarks of their respective owners Avanade Inc. All rights reserved.

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