Richard Thomas, Outbox @ TMT.CustomerExperience'13

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Can CRM really drive the cross-channel customer experience? @ Richard Thomas, Outbox, presentation at TMT.CustomerExperience'13 Warsaw

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Richard Thomas, Outbox @ TMT.CustomerExperience'13

  1. 1. Can CRM drive the Cross-Channel Customer Experience? TMT.CustomerExperience’13, Warsaw 13-06-2013
  2. 2. Introducing Outbox Outbox is a leading consultancy delivering innovative IT solutions to boost Customer Experience through personalisation, social relationships empowerment and world class CRM. © Outbox | 16 kwietnia 2013 Outbox combines world-class technical skills with a high-integrity work ethic to capture the real value of the latest applications.
  3. 3. What do we mean by Customer Experience? © Outbox | 16 kwietnia 2013 Customer Experience is the sum of all experiences a customer has with a supplier of goods and services over the duration of a transaction, or during their relationship with that supplier, from awareness, discovery, attraction, interaction, purchase, use, cultivation, and advocacy
  4. 4. Business Opportunity of Customer Experience © Outbox | 16 kwietnia 2013 Over 5 years the Customer Experience leader portfolio generated:  27% better returns than the S&P 500 Index  128% better returns than Customer Experience Laggard portfolio  better annual returns than the S&P 500 Index, in 4 out of 5 years
  5. 5. Cross-Channel Customer Experience © Outbox | 16 kwietnia 2013
  6. 6. Leveraging CRM to drive Cross-Channel CX © Outbox | 16 kwietnia 2013 Customer Relationship Management Customer Profile & Account Management SFA & Order Management Inquiry & Problem Management Contact & Multi-Channel Management Offer & Marketing Campaign Management Loyalty & Retention Lead & Territory Management Reporting & Business Intelligence
  7. 7. Loyalty & Retention © Outbox | 16 kwietnia 2013 Customer Relationship Management Customer Profile & Account Management SFA & Order Management Inquiry & Problem Management Contact & Multi-Channel Management Offer & Marketing Campaign Management Loyalty & Retention Lead & Territory Management Reporting & Business Intelligence
  8. 8. Trends in Customer Experience and Loyalty © Outbox | 16 kwietnia 2013 Customer Experience leaders have:  19.5% more customers likely to recommend them  19.2% more customers reluctant to buy elsewhere  18.4% more customers willing to do repeat business
  9. 9. Innovations in Loyalty & Retention © Outbox | 16 kwietnia 2013  Gamification
  10. 10. Innovations in Loyalty & Retention © Outbox | 16 kwietnia 2013  Mobile loyalty  Replacement for physical loyalty card  Real-time rewards and offers based on geolocation services or in-store touchpoints  Can be extended to include mobile wallet (e.g. QR codes payments)
  11. 11. Customer Profile Management © Outbox | 16 kwietnia 2013 Customer Relationship Management Customer Profile & Account Management SFA & Order Management Inquiry & Problem Management Contact & Multi-Channel Management Offer & Marketing Campaign Management Loyalty & Retention Lead & Territory Management Reporting & Business Intelligence
  12. 12. Customer Profile Management © Outbox | 16 kwietnia 2013 360o Have you really done this….?
  13. 13. Customer Profile Management © Outbox | 16 kwietnia 2013 Meet the Expectations of Different Customers Millennial Generation Generation X Generation Y Baby Boomers
  14. 14. Customer Profile Management © Outbox | 16 kwietnia 2013  Understand what each of your customer segments wants from your business  Agree on desired customer behaviours and what the Customer Experience will be from the customer’s perspective  Design the Customer Experience for each segment  Implement the business rules support those Customer Experiences across all channels; e.g.  online navigation  call centre routing
  15. 15. Inquiry & Problem Management © Outbox | 16 kwietnia 2013 Customer Relationship Management Customer Profile & Account Management SFA & Order Management Inquiry & Problem Management Contact & Multi-Channel Management Offer & Marketing Campaign Management Loyalty & Retention Lead & Territory Management Reporting & Business Intelligence
  16. 16. Inquiry & Problem Management © Outbox | 16 kwietnia 2013  Social Monitoring  Use artificial intelligence to detect angry or unhappy customers and take direct action  Monitor pervasive mood across the internet
  17. 17. © Outbox | 16 kwietnia 2013  Peer to Peer Support  Empower customers to share their experience, ideas and advice  Leverage user-generated content to service other customer  Gamify support with status and achievements  Link it loyalty by rewarding customer participation and expertise Inquiry & Problem Management
  18. 18. Leveraging CRM to drive Cross-Channel CX © Outbox | 16 kwietnia 2013 Customer Relationship Management Customer Profile & Account Management SFA & Order Management Inquiry & Problem Management Contact & Multi-Channel Management Offer & Marketing Campaign Management Loyalty & Retention Lead & Territory Management Reporting & Business Intelligence
  19. 19. Contact & Multi-Channel Management © Outbox | 16 kwietnia 2013 Customer Relationship Management Customer Profile & Account Management SFA & Order Management Inquiry & Problem Management Contact & Multi-Channel Management Offer & Marketing Campaign Management Loyalty & Retention Lead & Territory Management Reporting & Business Intelligence  Please download our white paper which discusses:  Mobile channels  Touchable technology  Design optimisation
  20. 20. Offer & Order Management © Outbox | 16 kwietnia 2013 Customer Relationship Management Customer Profile & Account Management SFA & Order Management Inquiry & Problem Management Contact & Multi-Channel Management Offer & Marketing Campaign Management Loyalty & Retention Lead & Territory Management Reporting & Business Intelligence  Please watch our YouTube video demonstrating Cross-Channel Order Capture for Oracle Fusion CRM
  21. 21. Leveraging CRM to drive Cross-Channel CX © Outbox | 16 kwietnia 2013 Customer Relationship Management Customer Profile & Account Management SFA & Order Management Inquiry & Problem Management Contact & Multi-Channel Management Offer & Marketing Campaign Management Loyalty & Retention Lead & Territory Management Reporting & Business Intelligence  For more information on everything presented today please download our CX white paper:
  22. 22. Outbox Resources © Outbox | 16 kwietnia 2013
  23. 23. Business response to Customer Experience © Outbox | 16 kwietnia 2013  Appoint a Customer Experience owner (CCXO)  Define your key Customer Experience metrics  Identify and capitalize on unmet expectations  Identify silos within your company and start developing infrastructure that allows knowledge sharing and smart communication across organizational boundaries  Leverage your existing CRM investment and identify further transformation opportunities
  24. 24. Outbox profile © Outbox | 16 kwietnia 2013  Polish company established in 2005  Integrator in CRM, ESB & BPM  #1 CRM systems integrator in Poland and CEE  Implemented CRM solutions in CEE, EMEA and US  Telco, banking, insurance and general business  Over 350 consultants  Offices in Poland, UK, France  Partner with leading CRM technology providers
  25. 25. Thank you ! © Outbox | 16 kwietnia 2013 Richard Thomas Oracle CRM Applications Director richard.thomas@outbox.pl

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