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SugarCon 2013: Using CRM to Deliver a Winning Customer Experience
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SugarCon 2013: Using CRM to Deliver a Winning Customer Experience

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David Jackson, Clicktools …

David Jackson, Clicktools

Delivering a winning customer experience starts with understanding and delivering on the needs of individual customers. Building a single view of the customer that every customer-facing employee can access is a must-have for success. David's presentation will unpack the constituents of customer experience and show how to collect, centralize, and act on customer interactions across the customer journey.

Published in: Technology, Business

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Transcript

  • 1. Using  CRM  to  deliver    a  winning  customer  experience  David  Jackson  CEO  
  • 2. “Develop  effec?ve  strategies  to  increase  customer  sa?sfac?on  and  loyalty  by  ensuring  every  user  has  the  insight  they  need  to  be  a  customer  expert,  every  ?me.”  
  • 3. CUSTOMER  EXPERIENCE  
  • 4. TRENT – CAN YOU GET A BETTER PIC PLEASESOMEONE BEING HIT BY A PAN.
  • 5. ROI (%)Customer Perceived Quality Relative to CompetitionSource: PIMS111822 233205101520253035Inferior Average SuperiorSuperior performancedelivers the real bangSatisfaction deliversmarginal benefit
  • 6. Source: Sears0 20 40 60 80 100Percent Definitely Recommend9/1010/10SatisfactionscoreDefinitelyMaybe
  • 7. •  What  are  our  key  touch  points?  •  What  maIers  most  to  customers?  •  How  do  we  want  them  to  feel?  •  What  informa?on  do  we  need  to  – Collect  – Provide  
  • 8. ROLE  OF  CRM  
  • 9. Enact  Inform  Empower  
  • 10. CUSTOMER  EXPERIENCE  The  customer’s  percep?on  of  all  aspects  of  what  the  company  does  CLICKTOOLS  Collect,  centralize  and  act  on  customer  interac?ons  SUGARCRM    The  repository  for  ALL  data  about  the  customer  Enable delivery ofpersonalized interactionsat all stages of thecustomer journeyCollect information & feedbackat touch points alongthe customer journeyCentralize information in CRMto build a 360 viewof the customer
  • 11. Thank  You  Please  visit  us  on  Stand  XXX