Elevate Customer Experience and Engagement in the New Digital World

Transcription

1 Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia

2 Customer buying behavior has fundamentally changed therefore, partner sales and marketing processes must change (Gartner: Buyers reveal cloud adoption plans through 2017, October 2014) 96% Of unhappy customers do not complain 70% Of buying experiences are based on how the customer feels they are being treated 91% Of unhappy customers will simply leave and never return 86% Of customers are willing to pay more for a better customer experience.

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4 Engage customers Zero in Earn loyalty Listen everywhere Create Ambassadors Win faster Empower agents Connect authentically Demonstrate impact Sell more Drive resolution Move faster

5 The marketing landscape has changed Customers are 57% through the buying process before they engage 1 82% of CMOs feel underprepared for the data explosion 2 78% Of CMOs say that marketing s influence on corporate strategy is greater today 3 1 Source: 2 Sounse: 3 Source: B2B CMOs Must Evolve Or Move On, Forrester Research

6 Delivering amazing marketing experiences Customer Experience Engaging Omni-channel Personalized Relevant Brand Experience Business Impact Channel performance Pipeline contribution Conversion rate Marketing ROI

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9 Marketing resource management Marketing calendar Align teams & plan around an integrated calendar for increased transparency & collaboration Budgeting Plan & manage marketing budget & spend across channels Marketing workflow Integrate extended marketing teams with automated processes & approvals Digital asset management Centrally manage digital assets with a powerful repository tied to campaigns & calendar

10 Multi-channel campaigns Campaign design Easily manage campaigns with drag & drop design across , digital, social & traditional channels Personalized engagement Deliver one-to-one engagement with segmentation & targeting based on behavior & demographics marketing Easily design, test & launch contextual, personalized marketing campaigns A/B testing Test marketing messaging & offers to optimize campaign performance

11 Marketing Analytics Reporting View campaign performance, financials & resource management with out-of-the-box reporting Rich analytics Analyze in depth campaign performance & marketing impact with powerful, flexible analytics Time-based analysis Understand trends & get a complete picture of marketing ROI with time-based analytics

12 Microsoft Stores Define marketing lifecycles based on customer actions Create personalized marketing content based on the customers location and history Integration of Campaign Management system with Microsoft Dynamics CRM Integrated customer experience management that fosters loyalty and return visits and purchases

13 Average B2B purchase decisions have 5.4 Stakeholders Telesales rep has less than 9% chance of reaching prospect Customers are 57% through the buying process before they talk to the supplier Sales experience drives 53% of customer loyalty

14 Customer Personalized information Right time, right place Trusted advisor vs seller Sales Rep High-quality leads Customer & competitor insights Collaboration & communication Sales Leadership Increase revenue Business insights & visibility Sales rep onboarding & retention

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16 External insights Maintain a strategic focus by tracking customers and competitors Internal insights Monitor performance and provide coaching, reinforcement, and rewards with analytic dashboards Sales process management Built-in best practices ease on-boarding of new sales reps and standardize processes

17 CRM for Outlook Increase adoption by aligning with how sales reps want to work Guided sales process Drive sales teams towards desired outcomes with recommended next steps Comprehensive view Gain visibility into past and planned customer interactions and activities across marketing, sales and service

18 Enterprise social Discover, share, and connect around customers with Yammer Communication tools Reach experts throughout the organization with embedded presence, IM, phone and video conference via Lync and Skype Marketing collaboration Gain visibility into how marketing calendar and campaigns impact accounts. Provide input into targeting and subscribe to alerts.

19 Tablet and phone solutions Make every second count and increase productivity by enabling sales reps to work seamlessly on tablets and phones Voice commands Use natural language voice commands to quickly manage CRM data Analytics Access customer and business insights anywhere and anytime

20 Embedded dashboards At-a-glance insights about the overall business and track progress against KPI s Interactive reports Easily investigate and take corrective action with drill-down, interactive capabilities Advanced analytics Empower sales professionals with powerful analytic tools to conduct self-service analysis

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22 Foster collaboration to deliver distinctive client experience Proactively engage clients with insights around emerging industry trends and issues Increase wins by 39%, deal size by 36%, and number of opportunities by 450% We can use data to make data-driven decisions and communicate to our teams using actual data. Everyone here is very smart, but the additional insights based on a single shared version of the truth make us all smarter. Rick Stow Head of Client Relationship Management Grant Thornton

23 Amazing service means every interaction matters Happier 67% of consumers use web self service to find answers to their questions agents are 2x more likely to deliver on customer satisfaction, net promoter and customer effort metrics 90% of organizations say customer service matters Only 30% of customers feel that they receive a great experience

24 Balancing customer expectations with agility Customer Effortless Cross-channel Proactive Personal Brand Reputation Company Service agility Consistent Customer loyalty & advocacy Productive

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26 Microsoft Confidential

27 Cross-Channel Service Multi-channel Deliver seamless & insightful experiences across web, social, chat, , mobile & phone Contextual interactions Use real-time & historical data to deliver more insightful customer interactions Voice of the customer Gain critical insight with feedback & surveys that provide general sentiment, contextual feedback & transactional understanding

28 Self Service Branded experience Create a consistent branded experience through configuration not code across all service portals from a single deployment Embedded self service Access service from anywhere on your brand site or a 3 rd party site Mobile Recognize mobile users instantly & deliver real-time, personalized service on any mobile operating system & device Social Provide comprehensive self service directly from the Facebook fan page

29 Knowledge Unified knowledge Deliver the right answers at the right time across all service channels from a single source of truth Multimedia Provide rich media articles: images, videos & real-time blogs & feeds host the asset or link Authoring & permissioning Easily capture & publish knowledge from social channels, service interactions & experts Analytics Drive article efficiency & understand how knowledge is being used to eliminate escalations

30 Service Analytics Interactive dashboards Provide real-time views of key service metrics with fully customizable & interactive dashboards Customer insight Deepen customer insight & identify business opportunities by tracking & correlating customer satisfaction with service metrics Performance reporting Improve performance & identify best practices by correlating agent activity & customer experience data Trends & forecasting Identify trends, explore what-if scenario s, & forecast outcomes to reduce effort scores (Power BI & Excel)

31 Weight Watchers ROI Dynamics allows me to shape my team around constantly adding value. Not keeping the lights on Mike Olson Director, CRM and BI

32 2.5B pieces of content shared each day 100 hours of video uploaded to YouTube per minute 5,700 tweets per second

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35 Powerful social listening Listen to what people are saying globally across the social web in 19 languages. Key influencers Identify who is actively talking about your brand, products, or services. Sophisticated alerts Detect trends and listen for specific posts to keep you informed on the topics you care about.

36 Social Analytics Global sentiment analysis Gain a true understanding of your business, customers and topics that matter most. Share of voice Track and measure topics you care about across Facebook, Twitter, Blogs, Videos and news publications. Advanced filtering Flexible filters allow you to segment your data by source, sentiment, location, or author.

37 Salzgitter AG Monitor news and sentiment of their brand Listening & analysis of competitor information Exporting and reporting features to communicate findings to the broader company alerts for big changes in volume of posts We love Microsoft Social Listening! It s really powerful, and makes it easy to do a deep dive into the data. Doreen Grütt Online Communication Manager Salzgitter AG, Germany

38 Engage customers Zero in Earn loyalty Listen everywhere Create Ambassadors Win faster Empower agents Connect authentically Demonstrate impact Sell more Drive resolution Move faster

39 Feedback Form Immersion Workshop Let Microsoft organize a workshop to discover and recommend specific capabilities for your organization Business value discussion Go through a more detailed discussion with a partner or Microsoft Solution Sales Professional

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