The document outlines Intergen's retail strategy and the importance of customer relationship management (CRM) in enhancing business productivity and customer engagement. It presents key trends for CRM in 2011, such as social customer engagement and the growth of mobile applications, while emphasizing the necessity of a mobile customer journey. The document highlights the role of technology in enabling effective communication and intelligence capture between sales representatives and management to improve operational efficiency.

1. Capturing intelligence while
Managing Relationships

2. Agenda:
 Introductions
 Intergen Retail strategy
 What is CRM
 CRM trends for 2011
 Managing the Relationship
 Microsoft CRM 2011
 Summary

3. Who are Intergen:
 Intergen provides information technology solutions across New
Zealand and the world based exclusively on Microsoft’s tools and
technologies. Our 260 staff work with organisations to improve
productivity, empower staff, and streamline and automate
business processes, delivering comprehensive solutions for
businesses of all sizes, in all industries.
 Come and see us B02

4. Daniel Munns: Industry Lead- Retail
 My role is to drive our Retail and Wholesale Service Line offerings.
 My passion is understanding how the flexible Microsoft solutions can enable and drive
businesses strategy forward.
 I will ensure the ‘customer’ is centric to everything you consider.
 For the last 9yrs I’ve held various senior appointments for Debenhams Retail PLC.UK where
he was accountable for the delivery of Head office and Retail solutions for 160+ stores and
across the world-wide supply chain
 Fashion Experience: Liberty, Lectra, Burberry and Debenhams

5. Steven Foster: CRM Product Manager
 My role is to drive the Microsoft CRM business and
partner relationships
 People call me a CRM evangelist!
 I have been working in the field of CRM for over 12
years, implemented many CRM solutions and have
experience across a broad range of CRM technologies,
industries and countries.
 I have worked with customers such as Diageo,
Vodafone, Rank Entertainment, Guinness Nigeria and
Victoria Museum helping to develop a CRM strategy

6. Intergen Retail Strategy : Vision
 To provide services and solutions that enable Retail clients, their
associated Supply Chain Partners and the end consumer* to identify,
create and own supported ‘Customer Journeys’
*consumer could be an individual or an organisation

7. The journey in the Retail channel offer:
CHANNELS SINGLE MULTI CONVERGENCE ‘ZERO’
Bricks &
Mortar
mobile
Web
Catalogue
Customers: experience Customers: experience a
Customers: experience
Customers: One to One multiple touch points within brand, channel becomes
multiple touch points but little
engagement same brand redundant
or no convergence
Retailer : Offer one channel to Retailer: obtain single view of Retailer: single view of
Retailer: Silos of knowledge
customer customer but operations customer , strategic and co-
and operational activity
remain in silo ordinated opportunities.

8. The mobile consumer: 17% of all US adults have
smart phones
80% of smartphone owners
use the Internet via their
SINGLE phones at lease once per
month
MULTI
Intergen NZ Consumer
Survey:
CONVERGENCE 60% respondents had
smart phone
‘ZERO’ Mobility is now featuring
strongly on the agenda for
future investments
opportunities for many
Retailers.

9. What are the components of a ‘Customer Journey?’
CUSTOMERS
The married couple The student The professor The tradesman The farmer
CHANNELS
Bricks & Mortar store Catalogue Phone/mobile device Web
FUNCTIONS &
PROCESSES Design & QA
Buying &
Store/Channel Planning Marketing Store Operations Finance & IT Distribution
Merchandising
SUPPLY CHAIN
PARTNERS Manufacturers Warehouse Distribution centres Factories Shipping
SOLUTIONS

10. Consideration for a mobile ‘customer journey’:
 Customer Enablers
 Processes* and solutions that provide an improved customer experience
 For example: Mobile payments, such as Starbucks pre loaded on smart phone.
 Operational Enablers
 Processes* and solutions that provide efficiency for staff
 For example: Allow staff to perform operation efficiently, capturing customer
information whilst making a sales transaction.
What is key in both enablers is the ability to’ Stay Connected’.

11. CRM and Mobility

12. What is CRM?
… is the process of understanding, acquiring, developing and
retaining long-term, profitable customer relationships

13. Trends for CRM in 2011
1. Social Customer Engagement
2. Streamlining Marketing and Sales to drive revenue based outcomes
and a move away from activity based outcomes
3. Greater access to data and metrics at a personal user level
4. Growth of mobile applications and the empowerment of customer
facing employees
5. Growth of SaaS understanding and impact on a business
6. Extending CRM to realise greater ROI across the business
7. Continues alignment of companies and web experience
8. Greater choice demands consistency in approach
9. Customer data management best practice continues to be an issue
10. Repeatability of engagements

14. Mobility in Retail
Consumer
Application
Managing the Managing
Retailer Relationship Inventory
Capturing Intelligence
Empowering the
Field Service Calls i.e. Retailer
delivery, repair, warranty

15. Lets focus on the simple scenario …
Planning and executing a sales
appointment

16. Typical Business Challenges
 Poor adoption by sales staff of CRM systems
 Lack of consistent execution in sales process
 Poor productivity (limited time for actual selling)
 Unreliable prospect/customer information
 Limited collaboration with other groups

17. Industry Views
“When we asked sales executives to rate According to Gartner Research, sales
their performance, we found that 60% people spend only 45% of their time
sought improvement in forecasting, selling. The other 55% is spent on
50% wanted to improve their ability to meetings, administrative tasks,
adapt their sales process to marketplace
account service, training, travel,
change, and
research and intra-company
49% rated their ability to identify and share
communications.”
best practices across the sales force as Gartner Group
‘subpar’.”
CSO Insights
“Leading firms embrace mobile CRM to improve productivity, increase system adoption and
enhance the customer experience. Mobile CRM is now a must-do for many fields sales
organizations.”
Liz Herbert - Forrester Research

18. Managing the Relationship while capturing
intelligence

19. Golden Rule: Plan Ahead
 Account Management
 Call Planning
 Objectives / Priorities
 Managing the appointments
 Reviewing History – orders, interactions, listings at risk …
 Understanding Marketing Initiatives / Promotions
 Reviewing Product Ranging

20. Technology in Practice

21. Golden Rule: Keeping one step ahead
of the customer
 Preparation
 Engagement
 Presenting Material
 Capture Actions
 Capture Orders
 Capture Intelligence

22. Technology in Practice– Mobile Express

23. Technology in Practice – 3rd Party - CWR

24. Golden Rule: Be proactive
 Proactive management of Customers
 Utilising the intelligence to drive demand

25. Technology in Practice

26. Key Benefits for Sales
• Reach customer satisfaction goals
Sales
• Drive new revenue opportunities
Director
• Achieve true business insight and visibility
• Manage key sales KPIs
• Increase sales staff empowerment and morale
Sales
• Enforce a consistent sales process
Manager
• Improve personal productivity
Sales
• Achieve holistic view of customer needs
Rep
• Seamlessly track customer comms. and interactions

27. Is a flexible business application that helps organisations increase
business productivity and drive connections across people, processes
and ecosystems
Sales Customer Care Marketing Industry Solutions Retail Mgmt
Productivity
Core CRM Extended CRM
xRM Framework

28. Drives Productivity and Engagement
 Microsoft Dynamics CRM 2011 delivers The Power of Productivity
through familiar, intelligent and connected experiences for people
inside and outside an organization
Familiar – natural and
personal
Intelligent – insight and
actionable Connected –
collaborative and
integrated

29. What do Analysts think …
“Microsoft Dynamics
CRM shines by offering
flexibility for large and
midsized organisations.”
~ Bill Band

30. Summary - So why Mobile now?
 Devices on the marketplace are now better suited to mobility and
custom applications
 For your employees it provides quick and easy access to
information while on the road, via a user interface that is easy
and intuitive to use
 Provides you the business instant feedback and visibility on what
is happening in the marketplace
 Enables management to track performance, KPIs real time and
ensure time is being you in the most effective manner

31. Questions ?

33. Capturing intelligence while Managing Relationships
 Focus on providing sales representatives the tools to manage the
relationship and to capture valuable field intelligence via direct
observations.
 Enabling immediate transmitting of field information via mobile
devices to headquarters. to enable category managers, trade
promotion managers, finance and logistics instant-connect views,
so that business managers can intelligently and swiftly reorder
field priorities to energize a launch, or avoid a supply chain issue.