Your SlideShare is downloading. ×
0
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Customer experience presentation jennifer mc credie
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

Customer experience presentation jennifer mc credie

185

Published on

How to drive an agile customer centric organization starts with Customer Experience. Organizations need to understand what the customer needs to be successful in their context. Social Media plays a …

How to drive an agile customer centric organization starts with Customer Experience. Organizations need to understand what the customer needs to be successful in their context. Social Media plays a key role engaging customers in a meaningful way.

Published in: Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
185
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
5
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. How to drive an agile, customer centric organization Jennifer McCredie, Senior Vice President | Customer Experience Office
  • 2. The End Is Near 70% of Fortune 1000 companies will be replaced in the next few years. 40% of the Fortune 500 companies in 2000 were no longer there in 2010. – Edward E. Lauder, Built For Change OpenText Confidential. ©2013 All Rights Reserved. 2
  • 3. The need to change Changing the mindset from you to the customer FROM “I want to sell my product”. TO “I want to solve these problems for this set of customers.” OpenText Confidential. ©2013 All Rights Reserved. 3
  • 4. WOM  According to research by Nielsen, 92 percent of people trust recommendations from friends and family more than all other forms of marketing.  More powerful than any other influence in the buyer’s journey OpenText Confidential. ©2013 All Rights Reserved. 4
  • 5. OpenText Confidential. ©2013 All Rights Reserved. 5
  • 6. Today’s market realities demand that B2B CMOs replace internal sales-driven marketing funnels with a customer-centric approach that aligns with the ways customers now make purchase decisions. - Forrester Research OpenText Confidential. ©2013 All Rights Reserved. 6
  • 7. MOVING BEYOND THE FUNNEL OpenText Confidential. ©2013 All Rights Reserved. 7
  • 8. Where to start? How do you measure feelings that customers have about your company? OpenText Confidential. ©2013 All Rights Reserved. 8
  • 9. OpenText Confidential. ©2013 All Rights Reserved. 9
  • 10. Too much noise.. too many conversations OpenText Confidential. ©2013 All Rights Reserved. 10
  • 11. The need to simplify OpenText Confidential. ©2013 All Rights Reserved. 11
  • 12. Customer Experience Is a Priority for CMOs SiriusPerspective: Marketing roles are emerging as a result of changing buyer journeys and sales needs; new roles and skills require planning. “The customer experience begins before they are a customer and kicks into high gear once they become one.” OpenText Confidential. ©2013 All Rights Reserved. 12
  • 13. Buyer’s Journey Is Just the Start Time in Buyer’s Journey: 3 to 18 Months Time as Customer: 1 to 10+ Years OpenText Confidential. ©2013 All Rights Reserved. 13
  • 14. Customer Retention is the new Demand Creation OpenText Confidential. ©2013 All Rights Reserved. 14
  • 15. So…how do you like working with ACME? OpenText Confidential. ©2013 All Rights Reserved. 15
  • 16. They were really strong during the sales process but it is hard to get any quality support now OpenText Confidential. ©2013 All Rights Reserved. 16
  • 17. Which needs to be changed to… OpenText Confidential. ©2013 All Rights Reserved. 17
  • 18. So…how do you like working with ACME? OpenText Confidential. ©2013 All Rights Reserved. 18
  • 19. They really understand what I am trying to achieve. I know that my success working with them will help me get the promotion I have been wanting. OpenText Confidential. ©2013 All Rights Reserved. 19
  • 20. Wow – that sounds fantastic!! Can I get the name of the person at ACME you are working with? OpenText Confidential. ©2013 All Rights Reserved. 20
  • 21. Me too – tell me more! OpenText Confidential. ©2013 All Rights Reserved. 21
  • 22. How can you help your customers be Awesome?? OpenText Confidential. ©2013 All Rights Reserved. 22
  • 23. We need to understand what they are trying to achieve in their context OpenText Confidential. ©2013 All Rights Reserved. 23
  • 24. So that when they are successful they will share their experience OpenText Confidential. ©2013 All Rights Reserved. 24
  • 25. It’s not about  You  Your company  What you are selling  How cool you are OpenText Confidential. ©2013 All Rights Reserved. 25
  • 26. It’s about  Making the customer a Hero  Making them successful in their lives OpenText Confidential. ©2013 All Rights Reserved. 26
  • 27. You need to: Define a customer experience that will attract them and keep them loyal OpenText Confidential. ©2013 All Rights Reserved. 27
  • 28. How do you manage the entire customer lifecycle?  Shift our thinking beyond the funnel  What happens AFTER the sale needs to be a differentiated experience  Orchestrating the customer experience across all of the departments OpenText Confidential. ©2013 All Rights Reserved. 28
  • 29. OpenText Confidential. ©2013 All Rights Reserved. 29
  • 30. OpenText Confidential. ©2013 All Rights Reserved. 30
  • 31. Background  Largest software company in Canada  Over 20 years old  Started by professors as a spin-off of the University of Waterloo  Now we are $1.5B in revenue and 5,500 staff in 140 countries  We have over 50,000 customers globally OpenText Confidential. ©2013 All Rights Reserved. 31
  • 32. Word of Mouth  Help your customers share their stories  Help your customers become advocates  Create communities and customer events where customers can share with each other OpenText Confidential. ©2013 All Rights Reserved. 32
  • 33. Beyond the Funnel Take aways  Step back and look at the entire customer lifecycle and not just the funnel  Take the customer’s point of view  Understand their dreams and desires  Become partners in the journey  Make your customer the hero OpenText Confidential. ©2013 All Rights Reserved. 33
  • 34. www.opentext.com twitter.com/opentext facebook.com/opentext linkedin.com/company/opentext

×