The Power of 'i'

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Top SugarCRM executives will explore the state of CRM in an exciting new era that will drive business optimization and set the stage for the decade ahead. SugarCRM has designated 2014 as the "Year of the Individual". The company is re-defining CRM by creating a unique customer user experience with the individual in mind, empowering every customer-facing employee to create extraordinary customer relationships. The company will demo its latest CRM solutions, discuss new product updates, as well as share insights and techniques from its growing community of innovative partners and customers who are leveraging the 'power of the individual' across their organizations to create more intelligent, immersive and engaging customer experiences.

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The Power of 'i'

  1. 1. THE POWER OF “i” IN CUSTOMER-CENTRIC ORGANIZATIONS Jennifer Stagnaro SVP Marketing
  2. 2. Customer Strategy Conundrum 2 Customer Strategies are more important than ever before Fully Committed to executing Customer Experience Strategies 80% 19%
  3. 3. Customer Strategy Payoff Non-committed companies are 3X more likely to have greater customer attrition 3X 5X Fully committed companies are 5X more likely to get higher referral rates
  4. 4. CUSTOMER-CENTRIC ORGANIZATIONS The Power of “i”
  5. 5. Empower Every Individual Employee Provide Consistent Customer Insight Deliver Personalized Customer Interactions
  6. 6. Provide Consistent Customer Insight Deliver Personalized Customer Interactions Empower Every Individual Employee
  7. 7. Colleagues Experts Sale Rep Pre-sales Product Manager Sales Manag
  8. 8. Individual Success Metric Net Promoter Score How likely is it that you would recommend [your company] to a friend or colleague? % Promoters % Detractors NPS 0 1 2 3 4 5 6 7 8 9 10 Detractors: 0 – 6 Passives: 7 – 8 Promoters: 9 – 10 50% Excellent
  9. 9. The Power of Promoters Compared to detractors, promoters are almost • 6 times as likely to forgive • More than 5 times as likely to repurchase • More than twice as likely as detractors to actually recommend a company
  10. 10. Empower Every Individual Employee Deliver Personalized Customer Interactions Provide Consistent Customer Insight
  11. 11. Is this a current customer? Are they our top customer? Have they paid their bills? Do they have any outstanding issues with us? gues Experts Sale Rep Pre-sales Product Manager Sales Manager Lawyer Finance Logistics Service Supp
  12. 12. Insight Success Metrics • Understand all issues with a prospect before you pick up the phone • Prioritize quickly based on the most urgent and valuable project • Put together a compelling customer proposal by reviewing similar projects • Quickly identify cross-sell and upsell opportunities
  13. 13. Empower Every Individual Employee Provide Consistent Customer Insight Deliver Personalized Customer Interactions
  14. 14. Sentiment Analysis NPS Response Time Delivery Time Share of Voice Open/Conversion Rates Recommendations Funnel Velocity
  15. 15. Empower Every Individual Employee Provide Consistent Customer Insight Deliver Personalized Customer Interactions
  16. 16. THANK YOU #SugarCon 18

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