CUSTOMER CENTRICITY CUSTOMER RELATIONSHIP MANAGEMENT IN THE DIGITAL AGE

Transcription

1 CUSTOMER CENTRICITY CUSTOMER RELATIONSHIP MANAGEMENT IN THE DIGITAL AGE

2 SPEAKERS Dilip Popat, Microsoft Javed Sikander is an ITS in the EPG Retail WW team. He contributed to the customer centricity solution area vision, planning, content and the solution architecture Bill, Patterson, Microsoft Director, Product Management, Microsoft Dynamics CRM, responsible for worldwide product planning and product marketing [ Slide 2 ]

3 Shoppers Today Pre-purchase Use of devices shop and research Get input from friends on social networks Read reviews, ratings, experiences Compare prices, search coupons Purchase Anytime, anywhere Multi-channel store, online, social networks, mobile, games Flexibility: buy online, pickup in store Personalized experience, contextual On-going contact Sales, Promotions, newsletters Delivery, assembly/operation, warranties, service Business to community, write reviews, contribute ideas [ Slide 3 ]

4 Retail Today Economy Reduced traffic, conversion, avg basket size Price pressures, comparison shopping High customer expectations Complexity Fluid shoppers across multiple channels Rich and personalized brand experiences Flexibility: buy online, pickup in store Global supply chains Technology Mobile Location aware smartphones Social - reputation, reviews, ratings Web data driven, adaptive websites Cloud pay per use, capex to opex [ Slide 4 ]

5 Microsoft Connected Customer Centricity Solutions 360 Customer View Clienteling In-store CRM, business aware, customer driven Loyalty Management Multi-channel, insight driven, personalized Marketing Targeted, integrated, measured Customer Identity POS, online, personas, avatars Customer Experience Digital signage, multi-media content Customer Segmentation Attitudes, affinity, spend, behavior [ Slide 5 ]

6 Store Online Phone Customer Loyalty Sales Productivity Marketing Effectiveness Extended Business CRM Applications Agility Relationships Interactions Process Insights xrm Framework [ Slide 6 ]

7 Ideas to for customer centricity [ Slide 7 ]

8 Build long term brand loyalty across channels [ Slide 8 ]

9 Omni Channel Brand Loyalty Create long term customer value Omnichannel Loyalty Extend traditional loyalty to omnichannel, identity in store and online. Online purchase history readily available in stores and vice versa. Mobile coupons and promotions. Basic Loyalty Easy to use enrollment in store or online. View loyalty points anytime, anywhere. Redeem points in store or online. Coupons, promotions based on customer insight. Results oriented and measured. Loyalty: Brand preference demonstrated over a period of time across all channels [ Slide 9 ]

10 Toyota Argentina Reference CASE STUDY Cold Stone Creamery serves ice cream, shakes, smoothies, and cakes to customers around the world. The company has more than 1,400 stores and approximately 30,000 employees. Highlights Streamlined, immediate access to customer data Better customer insight Increased enrollment, lower costs Easy to use, minimal training With our previous system, customer information was dispersed among several disconnected databases that were managed by external vendors. As a result, we couldn t get a clear picture of our customers v and often had to wait as long as a week just to access customer data, says Dorr. In addition to gaining immediate access to customer information, we also wanted to reduce the expenses associated with each mailer, speed the enrollment time, and open the program to all of our customers. Resources Cold Stone: release / 2010 [ Slide 10 ]

11 Empower sales associates with effective clienteling [ Slide 11 ]

12 Clienteling Product and customer insight for sales associates Customer purchase history, preferences, product affinity, social graph What did she buy last time she was online or in store Cross sell, up-sell customers who buy this also buy Deep product insight Can it run Win7? Logistics and delivery schedule information from the backend systems When can I get this shipped Product information, specifications, assembly, price comparison How much does this cost over there Clientelling: Increasing the revenue from and frequency of shopping transactions [ Slide 12 ]

13 [ Slide 13 ]

14 Reach the right audiences with effective marketing [ Slide 14 ]

15 Marketing and campaign management Listen. Interact. Measure. Adapt Mobile & Wi-Fi Enabled Marketing SMS, coupons on mobile, in store promotions on clients smart phones (Agora) Campaign management Create and run integrated campaigns, analyze campaign effectiveness and adapt, manage brand experience across channels closely Social, Community & New Media Channels Product reviews, ratings, friends feedback in shopping, interactions across channels, crowd sourcing [ Slide 15 ]

16 Toyota Argentina Reference CASE STUDY Pumpkin Patch offers design-driven kidswear to through their global catalog and retail store operations in New Zealand, Australia, UK and the United States. The company has more than 200 in 14 countries and employs over 3,000 people. Highlights Centralized customer profiles Target campaigns based on preferences Adaptive offers aligned to purchase patterns, history and evolving demographics The solution allows us to refine our marketing strategy by identifying better opportunities and targeting customers more accurately with catalogues and s. Our data is far richer and more reliable, so we are now sending catalogues to people who want them v and who are more likely to make a purchase than might have otherwise done before, Bruce Walkley, general manager of Pumpkin Patch Direct. Resources Pumpkin Patch Cold Stone: Portland Trail Blazers: release / 2010 [ Slide 16 ]

17 Drive business agility with easy to build solutions [ Slide 17 ]

18 EXTENDING CRM TO OTHER RELATIONSHIPS Partner Relationship Management Asset Management Distributor Management Property Management Reseller Management Fleet Management Employee Management Case Management Contractor Management Your Relationships Task Management Patient Relationship Management Event Management [ Slide 18 ]

19 Toyota Argentina Reference CASE STUDY The Portland Trail Blazers are a professional basketball team in the National Basketball Association (NBA). Their 41 home games serve over 800,000 passionate fans each season. Highlights Solution framework automates Ticket Sales, Guest Experiences, Customer Service - and even Lost and Found. Microsoft Dynamics CRM show us tendencies and trends that will allow us to maximize our relationship with customers over time. Chris v Cook, Marketing Manager, Portland Trail Blazers, NBA Resources Pumpkin Patch Cold Stone: Portland Trail Blazers: release / 2010 [ Slide 19 ]

20 Create infrastructure efficiencies with cloud computing [ Slide 20 ]

21 Toyota Argentina Reference CASE STUDY Microsoft Store comprises 7 retail locations in the United States and global Online presence. Provides Microsoft with an opportunity to engage with customers and showcase partner innovation.. Highlights Secure cloud deployment for in-store customer management. Customer profile and interactions through consumer smartphone apps. CUSTOMER PROFILES SERVICE APPOINTMENTS CLASSES TECHNICAL ADVISORS v XBOX CONTESTS COMMUNITY release / 2010 [ Slide 21 ]

22 Toyota Argentina Reference DYNAMICS CRM SUCCESS Over 1,400,000 users in more than 80 countries with 40+ languages Over 23,000 customers from small business to enterprise Over 1,200 software and services partners with new Dynamics CRM competency Over 100 service providers hosting Dynamics CRM or xrm solutions across the cloud Regional datacenters in the Americas, EMEA, and APAC Multi-tenant architecture for cloud and on-premises deployment Developer symmetry between our cloud and on-premises assets for integration and extensibility More value for less helps customers make the most of their investments Fast. Flexible. v Affordable. release / 2010 [ Slide 22 ]

23 2008 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.