Ajusta un crm a las necesidades de tu compañía!!!

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Realizada por Mircea Prelipceanu, CEO de la casa de CRM CAS genesisWolrd. y presentada en la tercera versión del CRM TRENDS 2012.

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Ajusta un crm a las necesidades de tu compañía!!!

  1. 1. CAS CRMColombia – October 2012
  2. 2. Who am I ? Mircea Prelipceanu
  3. 3. CAS Software AG – Head Office Berlin Karlsruhe
  4. 4. Technology Region Karlsruhe • One of the TOP Technological regions of Europe • Over 30.000 IT specialists and 9.000 Scientists and Researchers • The largest and prestigious IT Technical university in Germany • Top IT companies in Europe have here the HQ • Technology History in Karlsruhe • Baron Drais von Sauerbronn invented the bicycle in 1817 • Heinrich Hertz discovered electromagnetic waves • Carl Benz, the inventor of the motor car
  5. 5. CAS Software AG at a glance – a few factsPresence in 25 Countries in EMEA & LATAMOver 200 Business Partners Worldwidewith more than 600 consultants for CAS products EMEA LATAM
  6. 6. CAS Software AGQuick Facts• Ownership is 100% Private • Executive board and employees• Employees • Over 450 people• Business • >40 Mil. € in 2011• Investments • More than 20-30%% in new developments• Several participations in other companies CAS Group:
  7. 7. more than 200.000 users are runingCAS„ Software products every day… Turkey Chile Isabellenhütte Brazil
  8. 8. CAS Software AG and others Top CRM software companies in turnover values M€ Top software producers * on the CRM market in Germany Rang Value M€ Value M€ 04/05 Enterprise 2004 2005 1 SAP 114 122 7% 2 Siebel (now Oracle) 53 45 -15%Specialist 3 CAS Software AG 10,5 13 24% for SME 4 PeopleSoft (now Oracle) 9,5 8 -16% 5 CAS GmbH 5 6 20% 6 update software 5 6 20% 7 Microsoft 4 5 25% 8 Cursor 3 3,5 17% 9 SuperOffice 2,7 3 11% * exklusive BI-Spezialisten © PAC, 2006
  9. 9. BRAND Name Awareness - Europe
  10. 10. Quality of the CAS CRM products - Europe
  11. 11. who are you?
  12. 12. CRM consultant says “forget „delighted‟customers, start thinking „devoted‟ customers”
  13. 13. „devoted‟ customers?
  14. 14. not „satisfied‟ customers
  15. 15. not even „delighted‟ customers
  16. 16. „devoted‟ customers ...
  17. 17. why?
  18. 18. Q1what percentage of customers feeling that customerexperiences generally „exceed their expectations‟? A: 20 % B: 2%C: 33 % D: 17 %
  19. 19. Q1what percentage of customers feeling that customerexperiences generally „exceed their expectations‟? A: 20 % B: 2%C: 33 % D: 17 %
  20. 20. customers feel: ‘customer service experiences generally….’ •exceed expectations – 2% •meet expectations – 62% •miss expectations – 32% (4% weren‟t sure!) source: american express global customer service barometer
  21. 21. Q2What is the average length of time consumers are prepared to queue?A: 2 minutes B: 5 minutesC: 10 minutes D: 7 minutes
  22. 22. Q2What is the average length of time consumers are prepared to queue?A: 2 minutes B: 5 minutesC: 10 minutes D: 7 minutes
  23. 23. 2 The average time the consumer is prepared to queue (compared to 5 minutes 6 years ago) minutes Source: Barclaycard
  24. 24. Q3 what is the % of customers who would do morebusiness with an organization that offered decent customer care?A: 20 % B: 50 %C: 70 % D: 90 %
  25. 25. Q3 what is the % of customers who would do morebusiness with an organization that offered decent customer care?A: 20 % B: 50 %C: 70 % D: 90 %
  26. 26. “70% would do more business with an organization that offered decent customer care” source: American express global customer service barometer
  27. 27. Q4 what is the % of customers who have ended arelationship with an organization because of bad serviceA: 13 % B: 86 %C: 73 % D: 39 %
  28. 28. Q4 what is the % of customers who have ended arelationship with an organization because of bad serviceA: 13 % B: 86 %C: 73 % D: 39 %
  29. 29. 73% of customers end a relationship with an organization because of bad service source: genesys telecommunications laboratories report – the cost of poor customer service source: satmetrix
  30. 30. 6 out of 7 customers whoCustomershould complain, don‟t. They silently take their business elsewhere.
  31. 31. Q5what is the total revenue lost by organisations due to poor customer service, just in one country ? A: 12,7 Billions € B: 5,2 Billions € C: 750,5 Millions € D: 19,2 Billions €
  32. 32. Q5what is the total revenue lost by organisations due to poor customer service, just in one country ? A: 12,7 Billions € B: 5,2 Billions € C: 750,5 Millions € D: 19,2 Billions €
  33. 33. “poor customer service is costing organizations €19.2 BILLION !!!!!!” only in UK source: American express global customer service barometer
  34. 34. 19.200.000.000 € One billion
  35. 35. so, whatdoes it allmean?
  36. 36. They leave somewhere elseTreat them “bad” … and much more Lose a lot of money
  37. 37. but what you don‟t know ...
  38. 38. 86 % of companies that change their supplierexpress satisfaction with the previous supplier
  39. 39. so
  40. 40. forget„satisfaction‟ start think´devotion‟
  41. 41. ... talking about customers ...
  42. 42. some customers have
  43. 43. high expectations
  44. 44. some customers have
  45. 45. low expectations
  46. 46. all customers either have
  47. 47. a „great‟experience
  48. 48. or
  49. 49. a „poor‟experience
  50. 50. look at it like this
  51. 51. high expectationsa „poor‟ a „great‟experience experience low expectations
  52. 52. high expectationsa „poor‟ a „great‟experience experience „delighted‟ low expectations
  53. 53. „delighted‟ customers
  54. 54. are surprised by the level of service you provide(positively surprised please!)
  55. 55. so
  56. 56. „delighting‟customersis „a good start‟
  57. 57. but
  58. 58. with time
  59. 59. expectations will rise
  60. 60. (which is a good thing)
  61. 61. the challenge is to consistently deliver
  62. 62. a „great‟experience
  63. 63. high expectations „devoted‟a „poor‟ a „great‟experience experience low expectations
  64. 64. why?
  65. 65. „devoted‟ customers
  66. 66. stick with you
  67. 67. spend more
  68. 68. shoutaboutyou toothers
  69. 69. the goal therefore is to create
  70. 70. „devoted‟ customers
  71. 71. how?
  72. 72. “ the more you engage withcustomers the clearer things becomeand the easier it is to determine what you should be doing” John Russell, President, Harley-Davidson Europe
  73. 73. so
  74. 74. give yourcustomers„a damn goodlistening to‟
  75. 75. 44% of consumers say the majority of theircustomer experiences are banal
  76. 76. so
  77. 77. identifyyourbarriersto givinga greatexperience
  78. 78. The age of abundance …. “in every single industry there is now overcapacity of productionand lack of capacityin terms of people”
  79. 79. so
  80. 80. THINK
  81. 81. and
  82. 82. BE
  83. 83. different
  84. 84. it‟s an ongoing process
  85. 85. be an ‘enemyof the USUAL’
  86. 86. aimthis for
  87. 87. high expectationsa „poor‟ a „great‟experience experience low expectations
  88. 88. high expectationsa „poor‟ a „great‟experience experience low expectations
  89. 89. so
  90. 90. raise the bar
  91. 91. it‟s not easy
  92. 92. occasionally customers will have
  93. 93. a „poor‟experience
  94. 94. high expectations „disappointed‟a „poor‟ a „great‟experience experience low expectations
  95. 95. so
  96. 96. spot „disappointment‟
  97. 97. ask
  98. 98. were youcompletely happywith our service?
  99. 99. and act
  100. 100. get back
  101. 101. to this
  102. 102. high expectations „devoted‟a „poor‟ a „great‟experience experience low expectations
  103. 103. not this
  104. 104. high expectationsa „poor‟ a „great‟experience experience „disaffected‟ low expectations
  105. 105. “executives say that the waytheir organisations interact with customers will be the greatest challenge in their operations” Economist Intelligence Unit – Business 2010
  106. 106. Why ?
  107. 107. Customer Complains - B2B1 unhappy customer complain 25 unhappy customer Never formally complainEach on those 26 unhappy customersTells an average of other 10 people About their experiences260 people … who in turn each will tellin average of 5 more people about what they heard …1300 peopleFor every single formal complain that reach your company there are in average of 1560 other people that knows about problems with your company
  108. 108. so
  109. 109. go for „delighted‟
  110. 110. aim for „devoted‟
  111. 111. spot „disappointed‟
  112. 112. avoid „disaffected‟
  113. 113. Creating ‘customers
  114. 114. means taking action,not notes
  115. 115. so
  116. 116. don‟t just stand there….. do something!
  117. 117. so what areyou going to do?
  118. 118. “take the first step in faith. You do not have to see the whole staircase. Just take the first step.”Martin Luther King
  119. 119. For sure you willneed some tools
  120. 120. Tools for your business … Customers Multi Channel Event Marketing Customer segmentation campaigns management Budgets tracking Interaction analysis Lead Responsible Competition Winning Sales management workflows analyze probabilities Report and analysis SLA Hotline & Help-Desk Ticketing Responses and management Call Center Portal System satisfaction analysis Time load Expenses Resource Milestones Complete calculations internal/external planning targets/risks Project reporting Document 3rd party systems Groupware Workflows management integrations (eg.ERP) Task & Appointment Personnel Intelligent E-Mail planning management Address Management
  121. 121. Where you can find so many tools ? DON‟T WORRY ! Everything comes in one box !

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