SugarCon 2013: Using CRM to Deliver a Winning Customer Experience
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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.
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SugarCon 2013: Using CRM to Deliver a Winning Customer Experience
- 1. Using CRM to deliver a winning customer experience David Jackson CEO
- 3. “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.”
- 5. TRENT – CAN YOU GET A BETTER PIC PLEASE SOMEONE BEING HIT BY A PAN.
- 6. ROI (%) Customer Perceived Quality Relative to CompetitionSource: PIMS 11 18 22 23 32 0 5 10 15 20 25 30 35 Inferior Average Superior Superior performance delivers the real bang Satisfaction delivers marginal benefit
- 7. Source: Sears 0 20 40 60 80 100 Percent Definitely Recommend '9/10 '10/10 Satisfactionscore Definitely Maybe
- 11. • 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
- 12. ROLE OF CRM
- 18. 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 of personalized interactions at all stages of the customer journey Collect information & feedback at touch points along the customer journey Centralize information in CRM to build a 360 view of the customer
- 20. Thank You Please visit us on Stand XXX