Deep drive why your business need to implement CRM Solution and some of interesting fact. Based on 9 years experiences on related technology and business.

1. Why your business need CRM?
APIPOJ PIASAK
Senior CRM Solution Manager

2. IT TAKES MONTHS TO FIND
A CUSTOMER AND BUILD A
RELATIONSHIP AND ONLY
SECONDS TO LOSE ONE.
-- LEILA LEWIS

3. WHAT IS CRM?
CUSTOMER RELATIONSHIP MANAGEMENT
• Retain existing customer and acquire new customer.
• Manage relationships track related interactions.
• Single and maintain customer database.

4. BECOME A DATA DRIVEN ORGANIZATION
• Gain more visibility about your
business activities.
• Analyze data before making a
decision based on FACT.
• Forecasting, what product/service
to provide in the near future.
• Reduce the time of making a
report.

5. UNDERSTAND YOUR CUSTOMER MORE
MOST OF CUSTOMER ARE NOW:
• Seeking for a fast, convenience services.
• Looking for more digital channel.
• Always compare the price/services.
• Listen what others says about the
service/product e.g. customer review.

6. IMPROVE EMPLOYEE PRODUCTIVITY
HELP THE TEAM WITH:
• Real-time tracking team activities.
• Share best-practice, knowledge base.
• Team collaboration.
• Enhance work experience with TO-DO list, Notification
and reminder.

7. WHERE TO START?
TO IMPLEMENT CRM APPLICATION:
• Focus on retain existing customer.
• CUSTOMER SERVICES
• Choose the right CRM application.

8. FACT ABOUT CUSTOMER EXPERIENCE
Customer switched provider due to poor customer service
66%
Customer will stay if their issue had been resolved on their 1st contact
80%
DISSATISFIED CUSTOMERS tell others about their bad experience90%
Customer have spent more due to good customer services
74%
of modern consumers expect a reply within 4 hours
34%
Research from:
Customer 2020: Are You Future-Ready or Reliving the Past? - Accenture Research
THE FUTURE OF CUSTOMER SERVICE - Sprinklr NY

9. CONTACT CENTER TRENDS
CONTACT CENTER GOES DIGITAL IN 2016:
Research: Dimension Data’s 2015 Global Contact Centre Benchmarking Report, © Dimension Data 2009-2015

10. CRM FOR CONTACT CENTER
LET’S LOOK CLOSE TO AGE PROFILE:
Research: Dimension Data’s 2015 Global Contact Centre Benchmarking Report, © Dimension Data 2009-2015

11. CRM FOR CONTACT CENTER
Knowledge base
Service quality
On-premise &
Cloud support
Ticket historyMulti-channel support
Global search
Customers DB
No installation
Reports
Security &
Customization
CRMfor contact center

12. KNOW WHAT YOUR
CUSTOMERS WANT MOST AND
WHAT YOUR COMPANY DOES
BEST. FOCUS ON WHERE
THOSE TWO MEET.
-- Kevin Stirtz

13. THANK YOU