2014 phillyForce keynote

594 views
464 views

Published on

Keynote for the PhillyForce 2014 conference during Philly Tech Week

Published in: Technology
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
594
On SlideShare
0
From Embeds
0
Number of Embeds
2
Actions
Shares
0
Downloads
9
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

2014 phillyForce keynote

  1. 1. CRM In the Information Age Michael Fauscette Group VP, WW Enterprise Software Research @mfauscette
  2. 2. © IDC Visit us at IDC.com and follow us on Twitter: @IDC 2
  3. 3. © IDC Visit us at IDC.com and follow us on Twitter: @IDC 3 Transactions Sales Force Automation Marketing Automation Customer Service Decisions Relationships Customer Relationship Management
  4. 4. © IDC Visit us at IDC.com and follow us on Twitter: @IDC 4 Transactions Sales Force Automation Marketing Automation Customer Service Decisions Relationships Customer Relationship Management Customer Managed Relationships
  5. 5. The Information Revolution Economic changes Technology changes Social Changes Copyright 2013 IDC
  6. 6. Expectations Copyright 2013 IDC
  7. 7. Copyright 2013 IDC
  8. 8. And… 8 Information is “out of the barn” Explosion of Technology – Mobile, Social, Cloud, Analytics Consumerization “Telling” isn’t Credible Cold Calling is Impossible
  9. 9. CRM §  Customer Experience §  Community and Content §  The Mess that is Digital Marketing §  Service / Sales / Marketing being redefined by 3rd Platform Technologies (Mobile, Social, Cloud, Big Data/analytics and IoT) Copyright 2013 IDC 9
  10. 10. Applications to Enable Experiences Customer Experience Management (CXM) Employee Experience Management (EXM) Partner Experience Management (PXM) ESNandInnovation Management DigitalCommerce Socialytics Cloud Mobile 10
  11. 11. Communities 11
  12. 12. Copyright 2013 IDC 12 Sales and Marketing
  13. 13. Copyright 2013 IDC
  14. 14. Copyright 2013 IDC
  15. 15. Conversation based on mutual need and trust Copyright 2013 IDC
  16. 16. Copyright 2013 IDC Circle of Trust Optimized for the “quote” Optimized for building trust / creating value
  17. 17. Copyright 2013 IDC Sales Marketing Service Engagement Move from “automation” to orchestration
  18. 18. Copyright 2013 IDC 18
  19. 19. IDC’s 2014 Marketing Technology Map v1.0 = 78 categories 19 Moni- toring Pub- lishing Content Mktg Platforms Mobile Apps Ad Buy Optimization Off Line Ad Mgmt Display Ad Mgmt Location Based Mobile Ads Other Mobile Retargeting Search Ad Mgmt Web Content Mgmt (WCM) Mobile Web SEO Chat Social Login/ Sharing Community Mgmt On Line Video Platforms Customer Portals Search Content Mktg Platforms Recom- mendation Engines Tag Mgmt Personal- ization Web Retar- geting Web Ads Other Social Ad Mgmt Search Ad Mgmt On Line Video Ads Web Display Ad Mgmt Clientelling eCommerce Platforms Merchan- dising Social Commerce Real Time Offers On Line Catalogs Mobile POS Integrated Mktg Mgmt Mobile Apps Email Mktg Tele- marketing Direct Mail SMS/ Text Online On Site AR/PR Mgmt Loyalty/ Gamifi- cation Direct Sales Tools & Portals Partner Relation- ship Mgmt Monitoring Publishing Digital Publishing Graphic & Web Design A/V Authoring Tools Diagram- ming Office Apps Surveys Cat/ Cluster Engines Lang Analysis Q&A Engines Digital Asset Mgmt (DAM) Doc Mgmt Market Intell Mktg Dataware- house Data Mgmt Web Analytics Social Media Analytics Predictive Analytics Segment- ation Reporting/ BI MRM Budget/ Plan/ Track Web Confer- encing Team Collabor- ation Project Mgmt Instant Commun- ications Ent Social Networks Email Apps Rich Media Search Text Analytics Competitive Intell Customer Intell Enblmnt Social MktgOtherEventsDirect MktgDigital Commerce Portals CMS Content Search and Analytics Authoring and PublishingWebsite Mgmt Web Ads Mobile Ads Advertising Other Ads Mktg Data MgmtAnalyticsMRMCollaborative Apps Interaction Content Data and AnalyticsMgmt and Admin
  20. 20. Listening Content Creation Content Curation Identify "Events" Support Purchase Process Support Ongoing Relationship Customer Community Inbound Marketing
  21. 21. Community CX Modeling - Buying Copyright 2013 IDC Need Brand Awareness Education Evaluation Decision Purchase Advocate
  22. 22. Connected Experiences 22
  23. 23. Customer Service Redefined © IDC Visit us at IDC.com and follow us on Twitter: @IDC 23
  24. 24. Customer Experience Model 24 Want or Need Personal Network Brand Awareness Evaluation / Education Decision purchase Customer Community Advocate Customer Service customer
  25. 25. Michael  Fausce,e     Group  Vice  President   So7ware  Business  Solu:ons     mfausce,e@idc.com     @mfausce,e   about.me/mfausce,e   Thank You Blog: www.mfauscette.com IDC Social Business Blog https://idc-insights-community.com/groups/it_agenda/ social-business

×