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According to recent research from salesforce.com and Fifth Quadrant, enterprise-wide customer experience strategy is a proven driver of business performance. …

According to recent research from salesforce.com and Fifth Quadrant, enterprise-wide customer experience strategy is a proven driver of business performance.

Organisations with a more mature customer experience strategy reported 10% to 20% greater impact on revenue generation outcomes than less mature businesses. Yet 47% of Australian-based organisations do not have an enterprise-wide customer experience strategy in place.

Presented with Chris Kirby, Head of Research and Analyst Insights of research firm Fifth Quadrant, this slide deck will help you understand the key implications for your business. Learn how your organisation can generate revenue and better respond to changing consumer behaviours, needs and expectations through the development of an enterprise-wide customer experience strategy.

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  • Our customers have responded to our offerings with lots of enthusiasm. Our customers and their success have propelled us to be the #1 enterprise cloud computing vendor according to IDC and Gartner.And while we’re excited about our business momentum, our ongoing focus is grounded on a firm commitment to innovation and leadership. This is why in addition to being pleased with industry analyst recognition from IDC and Gartner, we’re particularly excited to be cited by Forbes Magazine as the world’s most innovative company for three years in a row.--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Additional Context on accolades:Forbes “Most Innovative Companies in the World”is awarded to the company offering the most “Innovation Premium” - The Innovation Premium is a measure of how much investors have bid up the stock price of a company above the value of its existing business based on expectations of future innovative results (new products, services and markets) . Members of the list must have $10 billion in market capitalization, spend at least 1% of their asset base on R&D and have seven years of public data.The FORTUNE World’s Most Admired Companies study surveys top executives and directors from eligible companies, along with financial analysts, to identify the companies that enjoy the strongest reputations within their industries and across industries.In Dec 2012, the Economist awarded salesforce.com and Marc Benioff the award for innovation in the process and service category Forbes “Best Companies to Work For” – salesforce.com was awarded #22 for 2013. The ranking of the top companies was determined by taking cumulative average ratings from the half-million employees who responded to the 18-question survey between Nov. 24, 2011 and Nov. 13, 2012.
  • Lets take a look at how customer service is evolvingNo longer is customer service only the concern for the VP of Service and the CIO. Now the CMO is a key stakeholder and influencer in the customer service experience, andThat the single most important metric amongst customer service organizations today is customer satisfaction. Forrester research and Salesforce joined forces and performed a primary research project that showed that 89% of customer service organizations said that customer satisfaction was far an away the most important metric.
  • Legacy software is disconnected from the mobile experience. Your customers are mobile, so they are using tons of different tablets and smartphones with all kinds of different form factors, and your legacy software wasn’t built for mobile.It was built with the agent in mind, not the customer. And what this has resulted in is…
  • That’s where the Service Cloud can help. Service Cloud is the #1 Customer service application on the market today. It offers everything you need to delight your customers everywhere, turn your agents into superheroes and give your front-line managers the right information in real-time to make informed decisions. And all these capabilities are built on one single industry leading platform, the Salesforce Platform.Let’s talk more about how the Service Cloud can help…
  • Which is why we offer a the Service Cloud for small business, Desk.com. Desk.com is an all-in-one customer service application specifically designed for the needs of small businesses. This app contains all the service features a small support team needs to provide quality customer service wherever they are.

Transcript

  • 1. Salesforce.com Webinar Series This Webinar will start at 11:00 AEST Generate Revenue with a Customer Experience Strategy
  • 2. Speakers Chris Kirby Head of Customer Experience Research Fifth Quadrant John Ward Regional Director APAC, Service Cloud salesforce.com
  • 3. Listening and asking questions • Audio will be automatically streamed through your computer speakers • You can also listen via your phone. Please see the webinar panel for instructions. • Webinar recording will be made available post event The Questions Panel • Type your question in the space at the bottom • Click on “Send” Type your question here
  • 4. Safe Harbour Safe harbour statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
  • 5. John Ward Regional Director APAC, Service Cloud Salesforce.com
  • 6. #1 in Cloud Computing and CRM World’s #1 CRM Cloud Computing Innovation 2011, 2012, 2013
  • 7. The Evolution of Customer Service 100x1x 1,000x10x 1980s Phone Today Mobile1990s Multi-Channel 2000s Social
  • 8. Your Customers Are More Mobile Than Ever Tablets Smartphones Laptops Desktop 1.8 Billion Mobile Devices by 2014 2006 2010 2014E 2007 2008 2009 2011 2012 2013E
  • 9. Conversations Are Exploding 340 million tweets/day 2.7 billion Facebook posts/day Billions of blogs & communities
  • 10. Unfortunately, Most Companies Are Not Responding Sources: SocialBakers “Companies Respond to Just 5% of Questions on Facebook”; Sysomos “Replies and Retweets on Twitter” Twitter Complaints Not Answered 71% Facebook Brand Posts Not Answered 95% 88 percent of people unlikely to buy from brands that ignore their complaints online. “ “
  • 11. Surveys Confirm CSAT Is More Important Than Ever Source: “The Future of Customer Service.” Forrester Consulting commissioned by salesforce.com, July 2012. VP Customer Service CMO CIO 92%Customer Satisfaction First Contact Resolution Average Speed of Answer Service Level Adherence Agent Handle Time
  • 12. Chris Kirby Head of Customer Experience Research, Fifth Quadrant
  • 13. Customer Experience Defined The internal response of an individual to their interactions with an organisation's products, people, processes, technologies and environments. Internal response includes the thoughts, feelings, senses, physical reactions and emotions experienced as a result of the experience.
  • 14. Customer Experience Is Multi Dimensional Customer Engagement Process & technology Multi- channel Commun- ication Products Service Value
  • 15. Customer Experience Impacts Customer Value And Retention And Therefore Long Term Business Value
  • 16. % consumers using channel more often than a year ago • 40% Email • 37% Web self-service • 23% Web chat • 22% Facebook • 17% CSR Consumers Are Rapidly Expanding The Range Of Ways They Engage With Organisations
  • 17. As Customers Bounce Around Channels Expectations For A Seamless Service Are High 47% 53% Used more than 1 channel Used 1 channel only 78% Not repeating information 74% Company combining info collected from different interactions to provide seamless service 67% Company knowing history across different channels
  • 18. Customers Organisations Customer Experience • Simplicity • Transparency • Consistency • Collaborative • Generate revenue with a customer experience strategy • Traditional, product-oriented business models no longer work • Responsive, customer-driven cultures • Single, personalised relationship with ALL customers • Anticipate customer needs • Identify and solve issues before they affect customer satisfaction Customer Experience Management Is Now More Complex
  • 19. Poll Does your organisation have an enterprise wide customer experience strategy? Yes No Don’t Know
  • 20. Despite The Importance Of Customer Experience Organisations Are Yet To Fully Embrace It…
  • 21. Have customer experience strategy Existence of sub strategies within customer experience strategy Level of C- Level Support Australian Organisations Have Been Segmented Based On Their Customer Experience Maturity
  • 22. Customer Experience Maturity Is Proven To Drive Better Business Performance 0 2 4 6 8 10 12 0% 20% 40% 60% 80% 100% 120% ImpactonRevenueGenerationIndex Customer Experience Maturity Index
  • 23. More Mature Customer Experience Organisations Offer A Wider Range Of Contact Methods To Customers… 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Web Self-service Web Chat Facebook Mobile Device % implementation by 2018 Top 30% CX Orgs Bottom 30% CX Orgs No CX Strategy
  • 24. …And Are Investing More In Social Media, Integrated Customer Management And Web Chat Technology Social media technology 73% Integrated customer management 73% CRM 67% Web chat 67% Internal collaboration tools 67% Mobile device management 67%
  • 25. Social Media’s Influence 77% consumers have changed their mind about buying a product or service because of comments/recommendations made on social media
  • 26. Currently maintain a Facebook channel for customer service Of organisations will have some social media customer service operating by 2018 67%38% Social Media Investment And Implementation Is Forecast To Grow Significantly
  • 27. Poll Which department is most responsible for the management of the social media interactions in your organisation? 1. Marketing 2. Contact Centre 3. IT 4. Don’t know
  • 28. However There Are Significant Challenges Still To Overcome
  • 29. 1 2 3 4 5 6 Listening and Monitoring Community Engagement Primary Sales Channel Marketing Platform Customer Service Channel Customer Communications Channel Social Media Evolution
  • 30. 1 2 3 4 5 6 Listening and Monitoring Community Engagement Primary Sales Channel Marketing Platform Customer Service Channel Customer Communications Channel Social Media Evolution
  • 31. Currently operate customer service via a mobile device Of organisations will have some mobile customer service operating by 2018 82%34% Mobile Device Implementation Is Set To Expand Rapidly
  • 32. However There Are Significant Challenges Still To Overcome
  • 33. Implementation Challenges…… Social media implementation –40% - security/privacy concerns –37% - lack of resources –26% - cost –23% - not having the right technology/ being able integrate with other systems Mobile device implementation –35% - lack of the right technology –32% - lack of resources –29% - security/privacy concerns
  • 34. Key Messages 1. Consumers have more channel choice than ever before but expect seamless customer experience 2. Companies that adopt and have a mature customer experience strategy generate more revenue than companies that do not 3. Although companies are investing in social and mobile channels, they are not fully integrated and therefore deliver inconsistent experiences
  • 35. Legacy Software Is Disconnected From Customers
  • 36. Deliver Amazing Service Everywhere Agent Collaboration Motivate & PerformSocial Phone & Email Communities Agent Console Knowledge Base Analytics MobileWeb Self- service
  • 37. The Service Cloud For Small Business Support Your Customers Across Any Channel Easy to Get Up and Running Help Your Customers Help Themselves Social Support Case Management Self- Service Mobile Access Simple Setup Knowledge Base Multilingual Support Business Insights
  • 38. Market Leaders Market Leadership Product Leadership Market Leadership Leader Contact Center Leader Social CRM Leader Customer Service Champion Customer Service Management Market Leader #1 Case Management #1 Web Support 34,000 Customers
  • 39. Helping Customers Succeed Across All Metrics +37% Source: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party, Confirmit Inc., on 5,200+ customers randomly selected. Response sizes per question vary. Decrease in Support Costs +35% Agent Productivity +40% +41% Customer Retention +34% First Call Resolution Increased customer satisfaction
  • 40. Further Discussion John Ward Regional Director, Service Cloud APAC john.ward@salesforce.com Chris Kirby, Head of Customer Experience Research, Fifth Quadrant ckirby@fifthquadrant.com.au
  • 41. Questions?
  • 42. Please provide your feedback when you exit from GoTowebinar