The art of process-driven CRM
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- Paulina Nelson
- 8 years ago
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Transcription
1 The art of process-driven CRM
2 1 bpm online marketing 2 bpm online sales 3 bpm online service 4 bpm online platform
3 Strategy Creating process-driven products marketing sales service bpm online A single platform to manage a complete customer journey: from lead generation to service
4 1 bpm online marketing 2 bpm online sales 3 bpm online service 4 bpm online platform
5 Marketing automation platform that ensures an ideal customer journey
6 Respond to the ever-changing consumer behavior
7 Consumer behavior dramatically changed Yesterday: Hungry for information Today: Too much information to consume Seller Buyer Seller
8 Consumer behavior dramatically changed 85% 60% Today While approaching sales consultant, the customer already made a purchasing decision
9 Meet Mary Brown Mary Brown 25 years old Alpha Business I have so many business trips planned, I need to buy a tablet to make it easier to travel! Marketing Associate
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27 bpm online marketing Lead management Multichannel campaign management marketing Digital / e-marketing 360 customer view & segmentation Mobile marketing Loyalty program automation Event management Marketing analytics
28 campaigns loyalty A holistic multichannel marketing management software powered by out-of-the-box best practice processes A complete set of tools for loyalty / reward program automation and multichannel campaign management
29 1 bpm online marketing 2 bpm online sales 3 bpm online service 4 bpm online platform
30 Employ out-of-the-box best practice processes to close more deals!
31 Complex B2B sales Transactional sales E-commerce Channel sales Field sales POS
32 80 s: Single channel Discover Search Compare Decide Purchase Stores
33 2000 s: Multichannel Discover Search Compare Decide Purchase Store Web
34 Nowadays: Omnichannel Discover Search Compare Decide Purchase Web Shopper 1 Shopper 2 Shopper 3 Shopper 4 Mobile Store Call Mobile Center Social Company website
35 Geography First store John Lewis today Turnover Number of stores UK 1864 The UK s best multichannel department store retailer in 2013 > 10bn 45
36 Devices John Lewis buyers use to shop at different time of the day Tablet Desktop Mobile 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
37 Over 60% of customers research online before going to the store 40% use their phones to interact with the brand when in the store 27% of John Lewis customers research what they want in store and then purchase it online More than 20% of John Lewis customers buy online and collect in store How do John Lewis buyers shop?
38 How John Lewis sales grew due to omnichannel approach Average spend, year Buy only online Buy only in store Omnichannel shoppers Покупки онлайн Покупки в магазине Омни-канальность
39 Omnichannel capability and innovation has been the key to success and reaching 10bn sales mark! Charlie Mayfield, Chairman of John Lewis Partnership
40 I have made the choice for my new tablet, but forgot to pick a memory card. I need help!
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42 Agent home
43 Identification
44 Cross-sell
45 Cross-sell process
46 Order management Order management
47 Order management
48 Order management
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53 Tablet Case Memory Card
54 team commerce enterprise 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 Out-of-the-box process for opportunity management: from lead to contract A complete set of tools for short sales cycle and e-commerce Robust product to manage the full cycle of direct and channel sales Sophisticated tools to manage all sales channels: direct and channel sales, e-commerce, field sales and POS
55 bpm online sales Lead Distribution Account and Contact Management Sales Pipeline Out-of-the-box sales processes 360 customer view & segmentation Guided Selling Order & Invoice Management Proposals and Contracts Sales Forecasting Mobile Sales Sales Dashboards and Metrics Knowledge Management Enterprise Social Network
56 1 bpm online marketing 2 bpm online sales 3 bpm online service 4 bpm online platform
57 Employ out-of-the-box processes to deliver service excellence
58 Omnichannel communications
59 Can t synchronize my new tablet with my phone :(
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63 Advisory service process
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76 Mobile service Mobile app for field service rep Mobile app for customer Mobile app wizard
77 bpm online service Out-of-the-box customer-facing service processes Out-of-the-box ITIL processes Omnichannel communications for customer service Agent workplace 360 customer view Knowledge management Real time feedback and surveys Mobile service Problem management
78 customer service customer engagement center ITIL service Innovative helpdesk software for customer care excellence Robust application to manage mass omnichannel communications with customers A perfect fit for companies looking to automate ITSM processes and to manage the entire service lifecycle
79 1 bpm online marketing 2 bpm online sales 3 bpm online service 4 bpm online platform
80 + Mix products and editions to fit your + business needs
81 bpm online platform 1 BPM engine 2 Out-of-the-box processes for marketing, sales and service 3 Omnichannel communications 4 User customization 5 Exceptional user experience on any device
82 Build business processes according to your specific requirements
83 Business process management platform is the foundation of all bpm online products
84 Designing complex multi-stage processes in bpm online is easy!
85 Professional User wizard BPMN designer
86 Intelligent business processes Coming soon: to premiere in June, 2015
87 bpm online platform 1 BPM engine 2 Out-of-the-box processes for marketing, sales and service Omnichannel communications 3 4 User customization 5 Exceptional user experience on any device
88 Take advantage of out-of-the-box best practice processes
89 Marketing processes Sales processes Service processes Lead management Campaign management Lead nurturing Lead distribution Opportunity management Order and invoice management Approval process management Case management Problem and known errors management Knowledge management Change management Service level management
90 bpm online platform 1 BPM engine 2 Out-of-the-box processes for marketing, sales and service Omnichannel communications 3 4 User customization 5 Exceptional user experience on any device
91 Deliver exceptional brand experience working with different communication channels in one system
92 Social Telephony (CTI) Customer portal Community / Forums (integration) Mobile Chat
93 bpm online platform 1 BPM engine 2 Out-of-the-box processes for marketing, sales and service Omnichannel communications 3 4 User customization 5 Exceptional user experience on any device
94 Fully customizable platform
95 Customization User fields and lookups Page designer Details designer Business rules setup Charts designer Dashboards designer Printable & report setup Mobile app wizard
96 bpm online platform 1 BPM engine 2 Out-of-the-box processes for marketing, sales and service Omnichannel communications 3 4 User customization 5 Exceptional user experience on any device
97 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
98 Deployment options
99 On-premise
100 BPM + Out-of-the-box best practice processes A single view of customer journey marketing, sales and service Why bpm online? Engaging interface that users love!
101 Andie Dovgan, Director of Business Development Noel Brinkley, Sales Executive Q&A Michael Rooney, SVP & General Manager Katherine Kostereva, CEO & Сo-founder
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