The document discusses how cloud CRM can help companies go beyond traditional CRM and deliver end-to-end service excellence. It notes that customers are changing and empowered by technology while having higher expectations. Traditional selling and service models are becoming obsolete. The cloud allows companies to be mobile, have complete customer insight, and engage customers across multiple channels to accelerate sales and transform customer service.

2. GO BEYOND TRADITIONAL
CRM
CLOUD CRM
ACT FASTER. BE RELEVANT
EVERYWHERE
Navik Numsiang
Managing Director, Sundae Solutions Co., Ltd.

3. ” A term that refers to practices,
strategies and technologies that
companies use to manage and
analyze customer interactions and
data throughout the customer
lifecycle, with the goal of improving
business relationships with
customers, assisting in customer
retention and driving sales growth “
Meaning of CRM

4. • How many products
does our average
customer buy?
• How can we induce our
current base to buy more
products?
• Who are the prime targets
for expansion?
• What is the cost of
expansion?
• How can we improve
retention?
• What is our average
customer relationship
length?
• How can we hold
customers for as long as
possible?
• What is the most cost
effective method of
retention?
• What is the best
channel for each
segment?
• What is the acquisition
cost for a channel/
segment?
• Do certain channels
deliver certain types of
customers?
• What is the most cost
effective acquisition?
• Who do we target?
• What segments are most
profitable?
• What segments match
your company’s Value
Proposition?
• What is the best
segmentation strategy for
us/our industry?
DURATION OF CUSTOMER RELATIONSHIP
VALUE($)
Targeting Acquisition Retention Expansion
CRM:
The Framework for Identifying, Keeping and Expanding Customer Relationships

5. CRM – Most Used Tool
Survey by Bain & Company

8. คลิกที่นี่เพิ่มชมวิดีโอ
https://youtu.be/U87WEQw5Dic

9. The Role and Importance of Cloud

10. 10
IoT

11. 11
Cloud Mobile Networks Big Data
More than 60% of CEOs expect 15-50% of their
earnings growth in the next 5 years to come
from technology-enabled business innovations.
– McKinsey study, 2013 ”
“
Simplicity, time to
value, speed to
innovation, and
extensible platform
Adaptability for the 21st
century workforce,
everything doable from
anywhere
Hyper-connectivity
fueled by digital
communities and
social collaboration
Predictive insight
driven by business
strategy, new product
strategies, new
customer relationships
Transformational technologies have converged
to drive business innovation like never before

12. 12
Focus on
Innovation,
Less on
Maintenance
Manage Costs
and Increase
Productivity
An ever increasing
need to focus on
innovation, faster
time to value
while simplifying
the IT landscape
IT often seen as
bottleneck in
adapting to changes
in business
requirements.
Need to be more
responsive, agile
Pressure on IT
to be more
Agile,
Responsive
Pressure on IT
and Business
to reduce costs
while still achieving
business goals
Why companies are moving to Cloud solutions
IDC: 75% of New IT expenditures will be for Cloud or hybrid systems by 2016

14. CLOUD CRM
Sell Smarter

15. CUSTOMERS
CONTROL
THEIR
JOURNEY

16. AWARENESS
CONSIDERATION
INTEREST
DISCOVERY
ACTION

17. DIGITAL DISRUPTS SALES
DIGITAL IS DISRUPTING
CUSTOMER INTERACTIONS
Business customers are 57%
through their buying process
by the first sales call
57%
THE TRADITIONAL FIELD
OF PLAY IS SHRINKING
cost of winning a new customer
vs. growing an existing customer
4 – 10x
AND HOW WE
of companies providing mobile
access to sales & customer
data
are still not satisfied with their
management insight – despite
investments into analytics
<50% 56%
SALES PRODUCTIVITY CONTINUES TO DECLINE …
of time is spent
selling down from
41% (in 2011)
35%
Turnover is up
3 points
20%
To complete onboarding
6 months

18. THE CHANGING B2B CUSTOMER
“59% DON’T WANT
TO INTERACT WITH
A SALES REP”*
*Source: Forrester on B2B
57%
of the way towards making
a decision before reaching
out to a potential vendor.

19. TRADITIONAL
SELLING IS
OBSOLETE
THIS IS NOT
YOUR
CUSTOMER‘S
JOURNEY
ANYMORE!
AWARENESS
INTEREST
DESIRE
ACTION

20. YOUR TOOLS
DON’T DO
WHAT YOU
NEED
OF CRM
DEPLOYMENTS FOR
SALES HAVE POOR
USER ADOPTION.
74%
SOURCE: CHIEF SALES OFFICER INSIGHTS

21. THE NEW RULES
SALES – BE AGILE and DATA DRIVEN
“By 2017, 65% of sales
organizations will use
smart phone and tablets
to drive adoption and
improve data quality for
SFA applications”
Source: Gartner
§ Mobile First - access
information and have complete
visibility from anywhere,
anytime on any device.
§ Have complete insight into the
customer journey from start to
finish, be better informed and
engage at the right moment.
§ Accelerate Sales Productivity
so more time is spent selling

22. SO, HOW DO YOU
SELL SMARTER IN THE
DIGITAL ECONOMY?

23. คลิกที่นี่เพิ่มชมวิดีโอ
https://youtu.be/BtPW2PTCAAY

24. CLOUD CRM
Deliver End-to-End
Service Excellence

25. THE WORLD HAS CHANGED

26. CUSTOMERS
ARE CHANGING
THE RULES.
TECHNOLOGY
IS CHANGING
THE GAME.
DIGITAL TRANSFORMATION IS EVERYWHERE

27. THE WORLD OF CUSTOMER SERVICE HAS CHANGED…
TODAY’S CUSTOMERS …
HAVE GREATER
CHOICE
HAVE HIGHER
EXPECTATIONS
ARE MORE
EMPOWERED

28. NOW YOU NEED TO MAKE A CHANGE…
TODAY’S COMPANIES SHOULD …
BE EASY TO
ENGAGE WITH
BE BETTER
INFORMED
BE PRESENT IN
MANY CHANNELS

29. 2 OUT OF 3 COMPANIES
BELIEVE THAT THEIR
CRM SYSTEM DOES NOT
SUPPORT THEIR FUTURE
VISION FOR CUSTOMER
ENGAGEMENT
Source : SAP Research

30. YOU’VE BUILT UP A CUSTOMER SERVICE CENTER TO
RESPOND TO YOUR CUSTOMER’S
ISSUES.

31. AND YOU’VE GIVEN YOUR FIELD SERVICE TECHNICIANS
PRODUCT TRAINING AND A
COMPLETE TOOLBOX

32. YOU CAN OFFER POST
SALES SUPPORT …

33. … BUT WHAT ABOUT
BEFORE THE FIRST SALE?

34. 53%Abandon a purchase if
they can’t find quick
answers to their questions
Source : Forrester 2016
SERVICE
STARTS
AT THE
BEGINNING
OF THE
BUYING
PROCESS
THE CUSTOMER JOURNEY HAS TRANSFORMED

35. SUPPORT DURING
BUYING PROCESS
AFTER SALES
SUPPORT
ASSISTED SERVICE
§ Chat/Video chat
§ Voice
§ Call Back
§ Email
§ Social channels
UNASSISTED
SERVICE
§ Online Self Service
§ Support
Communities
§ Knowledge
Management
IT’S TIME TO TRANSFORM YOUR SERVICE OFFERINGS …

36. … DELIVER END TO END SERVICE EXCELLENCE …
Field ServiceEngagement CenterSelf Service
INTEGRATION WITH TRANSACTIONAL SYSTEMS

37. … AND LET
YOUR SERVICE
ORGANIZATION
BE A REVENUE
ENGINE FOR
YOUR BUSINESS

38. YOUR CUSTOMERS
NEED MORE
OPTIONS TO
RESOLVE ISSUES
QUICKLY THROUGH
ANY CHANNEL

39. SERVICE REQUESTS
NEED TO ROUTE TO
THE RIGHT SERVICE
AGENT WHO HAS
THE TOOLS TO FIND
A RESOLUTION THE
FIRST TIME …

40. FIELD SERVICE EXPERTS
NEED MOBILITY, INSIGHTS,
AND COLLABORATION
RIGHT ON THE JOB.

41. AND MANAGERS
NEED OPERATIONAL
INSIGHT AND THE
ABILITY TO WORK
ANYWHERE

42. BUT HOW DO
YOU GET THERE?

43. คลิกที่นี่เพิ่มชมวิดีโอ
https://youtu.be/ivoVWeLyTPU

45. THANK YOU
Navik Numsiang
Managing Director, Sundae Solutions Co., Ltd.
Email: navik@sundae.co.th