CRM & Customer Relationship  Lifecycle

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CRM & Customer Relationship Lifecycle

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discover how technology can help while customer relationship lifecycle becoming more complex

discover how technology can help while customer relationship lifecycle becoming more complex

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  • As multinational companies, we, by definition operate in many cultures. We have employees, customers and suppliers in many countries. We decide where we will Design Make Sell & Support our products. So, this means we must (or get to) deal with people from different cultures. And there are differences in the way people think, act, and judge their world, and to a great extent, these differences are driven by their cultural background. A simple example to illustrate my point:
  • Life was easy. Customer Relationship Management was based on essentially 2 touch points.
  • presentation title Shopping: Research, BLOGS, Web 2.0 BOTS, Contact an Agent via phone, or Chat, or E-Mail. Find a store or order on-line,
  • Ingersoll-Rand Endures Kryptonite's US$10 Million Hit OCTOBER 25, 2004, MONTVALE, NJ -- Kryptonite delivered a $10 million hit in unanticipated costs in the third quarter to the Security and Safety division of parent company Ingersoll-Rand. Despite the setback, Ingersoll-Rand enjoyed an overall 15 percent increase in third quarter revenue to $2.4 billion. Kryptonite's financial drubbing began in early September after Internet video clips demonstrated the apparent ease in cracking its tubular locks with the shells of ballpoint pens . Kryptonite launched replacement programs for consumers and retailers, and accelerated retail delivery of new product. Those moves, however, hit the security division's operating margin. " Operating margins of 16.5 percent (in the third quarter) declined compared to 2003 , reflecting approximately $10 million of estimated costs related to Kryptonite cylindrical bicycle locks," the company reported Oct. 21 in a filing with the Security and Exchange Commission. Its operating margin in 2003 for the same period was 21.2 percent. The company, founded in 1871, is organized in Bermuda with corporate offices in Montvale, New Jersey. It has about 42,000 employees worldwide and a current market capitalization of approximately $11 billion with annual sales of more than $9 billion. The company trades on the New York Stock Exchange under the symbol IR.

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  • 1. using technology to meet with your customers Johann Lebel, Eric Stioui, Dan daCosta october 2011
  • 2. Premise: 1)The Customer Relationship Lifecycle getting more complex 2)Technology playing a bigger and more important role
    • what are the touch points?
    • where does technology play?
    • what is the role of IT?
  • 3. then 1 2 3 CRM TouchPoints
  • 4. now Follow-up and loyalty program I get some info , I do a benchmark I exchange with my community "at home" “ on the move" I look for the closest store , I get a coupon on my mobile I have a look on commercials by scanning 2D tags "at store" I'm recognized as "Gold Member" and I'm led as soon as I'm in the store A virtual assistant leads me on the web site I'm informed via real time information displayed on screens I can pay with my mobile and coupon I receive a SMS confirming the delivery date "After sales" I call a live agent via Click or by phone I give my feedback about the product “ sharing" I get some additional information on the web TV associated to the product I've bought I cal l a phone number
  • 5. new car rental lifecycle surf the Internet, see a pop-up ad that interests you see car to rent on the street look at details by scanning 2D tags speak to an agent to close the sale receive SMS with directions to the car give feedback about the product pay with mobile and coupon unlock car with NFC on mobile
  • 6. advertising at home Sony BRAVIA® LED TV Sale - Edge LED Backlit HDTVs With Premium Picture Quality & Immersive 3D! - www.SonyStyle.com/3DBraviaHDTVs HSBC Premier - Overseas Banking - www.hsbc.com Driving changes with Orange! Cars by the hour, right where you want them - www.orange-businesscars.com/promo xxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
  • 7. ********************************************************************************************************** Special promotion! Rent your car on a hourly basis while you are in Munich! Look for our logo on any car you want and scan the 2D Code! ********************************************************************************************************* + = COOL!
  • 8.  
  • 9. Orange?
  • 10. addressing labor cost technology alternatives
    • technology alternatives:
      • IVR
      • email
      • chat
    type of contact cost per contact euros
  • 11. your challenge
    • contact center management is about the proper balance between excellent customer service and cost
    customer service cost
  • 12. Kryptonite Bike Lock http://www.youtube.com/watch?v=t8XxcOj3Seo
  • 13. Source: Fortune
  • 14. new car rental lifecycle surf the Internet, see a pop-up ad that interests you see car to rent on the street look at details by scanning 2D tags speak to an agent to close the sale receive SMS with directions to the car give feedback about the product pay with mobile and coupon unlock car with NFC on mobile
  • 15. list of technologies / applications
    • global call collection
    • context based advertisements
    • 2D Tags
    • click to call
    • IVR
    • Avatars
    • multi-modal CRM
    • geo-location
    • context sensitive CRM
    • location-based services
    • cloud-based Contact Centers
    • Work at home agents
    • SMS
    • Near Field Communications
    • mobile phone payment
    • mobile phone identity management
    • social media
    • social media monitoring
    • … ..
    Areas Orange has services.
  • 16. 1)The Customer Relationship Lifecycle getting more complex 2)Technology playing a bigger and more important role
    • what are the touch points? > Many !
    • where does technology play? > Everywhere !
    • the role of IT > support the business with the proper application and management of technology