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CUSTOMEREvolving from Data Overload to              Enterprise Customer ExperiencePresented by: Mitch Lieberman
This is Customer Experiencea superset of sensations, emotions andperceptions felt by your customers                       ...
Sharing of Experienceshappens across the physical world                                    3
and Sharing of Experienceshappens within the digital world                                   4
Experience is not a Processan experience is visceral, an individual responseto stimulus (or lack of)                      ...
Enterprise Customer Experience                       The Future of CRMThe people, internal processes and technology requir...
Consider the LandscapeSee the world as your customers do, considertheir view and their perspective                        ...
Rivers of DataThe volume and velocity of data is a blessing andcurse – the value is information and insight               ...
Too MuchJust because it is all available to you, does notmean you need to consume it all                                  ...
The Perfect DishInformation and insight are the true objectives, eitheract on what is measured, or do not measure         ...
Are You Listening,             Or Waiting To Talk?                                   11
Listen to Understand                 Filtering imageMonitoring, filtering and prioritizing are thestarting point understan...
Community EngagementStay close to your customers and let them knowthat you care and are there to help                     ...
InteractionsWhether in person or digital, each is anopportunity to learn and act                                          ...
Context Transforms DataData without context, such as time, location,along with customer information lacks value     15
The Objective is InsightThrough the fog of data, it is a critical piece ofinformation can make all the difference         ...
Data has ValueFor every two degrees the temperature goes up,check-ins at ice cream shops go up by 2%.                     ...
Data can be Manipulated                          18
ContextBridging the gap between trust and reputation,between you and your customers                   19
Just out of ReachThat emotional connection with your customers; ittakes real effort to achieve                            ...
Mirror ImageA customer‟s experiences with your products andservices are a reflection of your culture                      ...
Service ExcellenceAn harmonious dance among people, processand technology                                            22
PerspectiveCustomer experience is not what you design, it iswhat the customer perceives it to be                          ...
Collaboration is Required“customer experience is a team sport”                          Kerry Bodine, Forrester   24
at the End of the DayConsider your customer‟s needs and jobs-to-bedone via an outside-in approach                         ...
Charting the CourseTo Enterprise Customer Experiences                                26
Social Media Initiatives Mature •   Beyond Departments •   Beyond „Likes‟ and „Follows‟ •   Beyond „shooting from the hip‟...
Digital Communication Programs •   With Coordination •   With Defined Success Metrics •   With Emergent Analytics •   With...
Social CRM is the Starting Pointfor Enterprise Customer Experience                                     29
The Value of Social CRM•   Coordinated Customer Facing Programs•   Technical and Business Integration•   Advanced Analytic...
The Evolution of CRM•   Social CRM is Consumed by CRM•   Front to Back Office Coordination•   Repeatable Process, Governan...
YES!!        32
A Completed Enterprise CustomerExperience Vision:  •   Directed, Personalized Interactions  •   Predictive Analytics  •   ...
Jump inAre you ready to take the plunge?                                    34
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36
Thank You!                         @mjayliebs      mitch.lieberman@dri-global.com                                 37
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SugarCon 2013: Evolving from Data Overload to Enterprise Customer Experience

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Mitch Lieberman, DRI

Enterprise Customer Experience represents the people, processes and technology required to listen, guide and engage your customers in the digital world; all towards creating personalized therefore enhanced experiences. Just like the real world, in the digital space, experience cannot be given, but can be designed, enabled and carefully considered.
Each digital interaction creates data, which leads to information that when properly leveraged creates insights. When something is good, can you repeat it, when something is bad, how quickly can it be changed, altered? The real question is, how do you progress from too much data - an overload condition, to actually using it to enhance the customer experience?

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SugarCon 2013: Evolving from Data Overload to Enterprise Customer Experience

  1. 1. CUSTOMEREvolving from Data Overload to Enterprise Customer ExperiencePresented by: Mitch Lieberman
  2. 2. This is Customer Experiencea superset of sensations, emotions andperceptions felt by your customers 2
  3. 3. Sharing of Experienceshappens across the physical world 3
  4. 4. and Sharing of Experienceshappens within the digital world 4
  5. 5. Experience is not a Processan experience is visceral, an individual responseto stimulus (or lack of) 5
  6. 6. Enterprise Customer Experience The Future of CRMThe people, internal processes and technology required to listen, guide and engage your customers in the digital world. 6
  7. 7. Consider the LandscapeSee the world as your customers do, considertheir view and their perspective 7
  8. 8. Rivers of DataThe volume and velocity of data is a blessing andcurse – the value is information and insight 8
  9. 9. Too MuchJust because it is all available to you, does notmean you need to consume it all 9
  10. 10. The Perfect DishInformation and insight are the true objectives, eitheract on what is measured, or do not measure 10
  11. 11. Are You Listening, Or Waiting To Talk? 11
  12. 12. Listen to Understand Filtering imageMonitoring, filtering and prioritizing are thestarting point understanding is the goal 12
  13. 13. Community EngagementStay close to your customers and let them knowthat you care and are there to help 13
  14. 14. InteractionsWhether in person or digital, each is anopportunity to learn and act 14
  15. 15. Context Transforms DataData without context, such as time, location,along with customer information lacks value 15
  16. 16. The Objective is InsightThrough the fog of data, it is a critical piece ofinformation can make all the difference 16
  17. 17. Data has ValueFor every two degrees the temperature goes up,check-ins at ice cream shops go up by 2%. 17 – Andrew Hogue, Foursquare
  18. 18. Data can be Manipulated 18
  19. 19. ContextBridging the gap between trust and reputation,between you and your customers 19
  20. 20. Just out of ReachThat emotional connection with your customers; ittakes real effort to achieve 20
  21. 21. Mirror ImageA customer‟s experiences with your products andservices are a reflection of your culture 21
  22. 22. Service ExcellenceAn harmonious dance among people, processand technology 22
  23. 23. PerspectiveCustomer experience is not what you design, it iswhat the customer perceives it to be 23
  24. 24. Collaboration is Required“customer experience is a team sport” Kerry Bodine, Forrester 24
  25. 25. at the End of the DayConsider your customer‟s needs and jobs-to-bedone via an outside-in approach 25
  26. 26. Charting the CourseTo Enterprise Customer Experiences 26
  27. 27. Social Media Initiatives Mature • Beyond Departments • Beyond „Likes‟ and „Follows‟ • Beyond „shooting from the hip‟ • Beyond Uncoordinated efforts Towards Digital Programs 27
  28. 28. Digital Communication Programs • With Coordination • With Defined Success Metrics • With Emergent Analytics • With Modest Governance Teeing up Social CRM 28
  29. 29. Social CRM is the Starting Pointfor Enterprise Customer Experience 29
  30. 30. The Value of Social CRM• Coordinated Customer Facing Programs• Technical and Business Integration• Advanced Analytics Leading to Insights• Personal Interactions and Engagement 30
  31. 31. The Evolution of CRM• Social CRM is Consumed by CRM• Front to Back Office Coordination• Repeatable Process, Governance• Community, Content, Collaboration• Universal Access to Information Is Social CRM Part of CRM? 31
  32. 32. YES!! 32
  33. 33. A Completed Enterprise CustomerExperience Vision: • Directed, Personalized Interactions • Predictive Analytics • Customer Insight and Expectations • Conversational Communications • A Collaborative Organization (Culture) • Social Business Maturity 33
  34. 34. Jump inAre you ready to take the plunge? 34
  35. 35. 35
  36. 36. 36
  37. 37. Thank You! @mjayliebs mitch.lieberman@dri-global.com 37
  38. 38. 38

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