The document discusses an open source CRM, OroCRM, integrated with marketing tools for commerce businesses, showcased by executives from OroCRM and Zendesk. It emphasizes the importance of customer experience and quick resolution of service issues, noting that a significant percentage of customers prioritize efficient service. Additionally, it highlights data analytics for customer behavior and service effectiveness to enhance sales and marketing strategies.

1. CRM FOR COMMERCE
Open source CRM with built-in marketing tools for your
Commerce business.

2. Zendesk + OroCRM
Jary Carter
(Co-Founder, OroCRM)
Laura Pappas
(Head of Retail &
eCommerce Marketing,
Zendesk)
Brandon Briggs
(Business Development
Manager, OroCRM)

3. AGENDA
1 Introductions
2 Retail Industry View
3 Case Study
4 Product Demonstration

4. No CRM for Multi-Channel
Market Challenges
Flexible, Reliable, Open
Business Platform

5. 280,000+
Unique Site Visitors
OroCRM Momentum
15,000+
Registered Users
1,500+
Active Customers
35,000+
Product Downloads
15+
Worldwide Partners

6. Single View of Customer – Across Channels
Magento Purchases
eBay Purchases
In-Store Purchases
Sales Calls
Email Campaigns
Support Requests

7. OroCRM
Sales Marketing
Created for Sales & Marketing

8. CRM FOR COMMERCE
Open source CRM with built-in marketing tools for your
Commerce business.

9. presented by Laura Pappas
Head of Retail e-Commerce Marketing

10. TODAY’S GOAL
• What is Zendesk
• The Effortless Customer Experience

11. Zendesk builds software for better
customer service

12. Customer accounts per
country
>1,00
0
500-
999
100-
499
<100
140
countries
50,000 customers
Customer accounts by industry

13. 5
INSTANT TRANSPARENT PERSONALIZED UBIQUITOUS
989 MARKET STREET
Customer expectations have
changed dramatically

14. ManagersAgentsCustomers
Built with users in mind

15. CHAT
EMAIL
SOCIA
L
PHONE WEBSITE
MOBILE
A single view of the customer

18. Effort and Conversion:

19. Effortless, not delightful.

20. 55% of U.S. online adults will
abandon their purchase if they
cannot find a quick answer to their
question
For 77%, valuing their time is the
most important thing a company can
do to provide good service
Forrester, North American Technographic Customer Experience Survey,
2014

21. 90% of companies view customer
service as one of their top priorities
60% use customer experience as a
competitive differentiator
Forrester, State of Customer Experience Management, 2013

22. What makes a customer service interaction good?
Zendesk/Dimensional Data, 2014
The problem was resolved quickly
The person who helped me was nice
The problem was resolved in one interaction
not passed to multiple people
The outcome was what I wanted
no more, no less
47%
63%
65%
69%

23. Self-service was the most popular customer service channel in 2014
76% online self-service
73% phoning a rep
68% emailing the company
58% chat
37% contacting a company via Twitter
Channel Management: Core toYour Customer Service Strategy, Forrester, 1/20/2015

24. 40% of callers have already
searched for answers

25. 1 to 3% of online shoppers end up making a purchase during that site visit
Customers who chat convert at nearly 3.5X the rate
of those who don’t, with an increased average order value of 10-20%
The Six Key Elements of Proactive Chat, Forrester, 10.15.2014

29. (BTW, Pinterest is also a Zendesk customer.)

30. Thank you!

31. CRM FOR COMMERCE
Open source CRM with built-in marketing tools for your
Commerce business.

32. Pick Your Plum

33. Collected Customer Data

34. Using OroCRM to Quantify Data

35. Aggregate Metrics
• Top Customer Service Issues
• Average Customer Lifetime Value
• Average Orders Per Customer
• Average Time Between Orders

36. Analyze Trends
• Hot Customer Service Issues
• Relationship Between High Needs – Lifetime
Value

37. Focus on Individuals
• High Needs Customers
• Frequent Purchasers
• High Value Customers
• Idle Customers after CSR Interaction

38. Pick Your Plum Case Study

39. CRM FOR COMMERCE
Open source CRM with built-in marketing tools for your
Commerce business.