the customer journey - building trust with your customers (chamber of commerce, 9/22/2016)

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Victorville Chamber Of Commerce

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Propel Business Services

How we build it, keep it or how we can easily lose it.

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Understanding your Customer’s Journey

Awareness * Engagement * Decision * Retention (LTV)

Every day with every touch point we have a chance to build a deeper level of trust with

our customers.

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Old School – the only contacts we had for a client in the CRM were the original contacts the sales team had when the customer first signed.New School – every touch point (email) by someone on your team to someone in the customer or client’s account can create an added contact under your customer’s account in the CRM. Old School…Customer touchpoints were in silos of our business units...finance, marketing, sales, operation.New School...All of the data and interactions that flows to the silos returns to the central CRM. (Single line of site). Who spoke to your customer last, sent them a message? What was the content of that message and potential outcome? How is your customer progressing through the sales pipeline from lead creation to on-going support.Old School – Our clients and company’s information is stored in multiple tools with multiple sign-in’s to access that information. (Inefficient and time consuming)New School – chosing the “right” solution can lead to faster and more efficient handling of our company’s information. Stronger collaboration and communication. Single Sign in.

We can build a clear line of sight into your customer’s journey with your company, leading to stronger customer satisfaction, communication and trust!

Learn how to build even stronger levels of trust with your employees and customers using cutting edge

technology

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W Systems brings together a team of award winning dedicated designers and developers to help you bring your personalized CRM solution to life.

ViWO Inc works with over 5000 businesses offering a turnkey solution with services that Google does not provide from training to technical support.

jmaller@viwoinc.com

CommunicateStore & Share Collaborate Manage

One account for everything.

Mobile workers are a part of every company and function

VP of Sales

Account Manager

Product ManagerField

Marketing Manager

Business Development

General

Counsel

Recruiter CEOVP of

Finance

Field Support

BethMarketing

TimSales

CarlOperations

How can workers transform the way they work?

Let’s meet Project team Fuji, who are launching a new marketing campaign.

Unable to access important documents on his tablet...

What happens to the information when Tim leaves the company?

...Tim forwards his files to himself so he always has

them

Tim Sales - BEFORE GOOGLE APPS

Tim can access all his work on his tablet with native Google

apps

Built-in MDM ensures that company policies are applied across devices

Tim Sales - AFTER GOOGLE APPS

Attachment limits made it hard forBeth to work with her agency

How can you track what’s being shared and ensure compliance?

Beth Marketing - BEFORE GOOGLE APPS

So, she uses her personal cloud storage service to share

Beth Marketing - AFTER GOOGLE APPS

Beth easily shares up to a 5TB media library with her agency using the Drive

app

External sharing is controlledand fully auditable

Carl can only use his smart device for personal use

Carl relies on emails going back and forth with different versions

Carl Operations - BEFORE GOOGLE APPS

Marketing Campaign

V 1

V 1.1

V 1.2

V 1.3

V 2.0

V 2.1

V 3.1

How do you know if you’re working on the correct file?

Carl can collaborate in real-time from anywhere with Google

DocsONLY 1 VERSION!!

Project EverestCampaign City

Ideas

File activities are easily auditable & content is searchable for eDiscovery

Carl Operations - AFTER GOOGLE APPS

Sequential Collaboration ● Beth and Tim couldn’t look at logos together● Work still happens in silos

Hard to organize & share content● Image repository was hard to navigate● Distributing content requires IT involvement

Knowledge stays with individuals● Team knowledge is trapped in attachments

& emails

Insecure● Disparate data stores mean audit reports

require IT support● Attachments are hard to control

Confidential | Do not distribute

All your work, safe, available everywhere and easy to share

Collaborate & create together● Meet & chat using hangouts● Create documents together in real time● Easily track changes with activity feed

Organize & share content

● Share folders for all types of files● Store and share large files up to 5TB● Easily manage Groups of users● Securely engage stakeholders with Sites/G+

Build & retain knowledge

● Transfer data for leaving employees● Searchable, living knowledge base with groups

Meet security requirements

● Audit API, reports & alerts● Sharing controls & trusted domains● E-discovery & archival● Built-in mobile security

dsmith@w-systems.com

631-651-8546

Elite SugarCRM Partner

Dennis SmithVP of Sales

KEYS TO BUILDING TRUST BY USING CRM

• Automate current manual procedures.

• Extend the accessibility and visibility of the CRM tool.- Email- Mobile

- Web based

• Provide pertinent information for each interaction.

• One source of truth for the customer profile.

• Ease of use.

• Garden Method.

WHAT WE SAW!

• Relevant Dashboards.

• Personalized Interface.

• Clean contextual Interface that is intuitive and easy to use.

• Seamless Integration with Google for Work.

• One Source of Truth for Customer information.

• A Modern CRM Platform!

Webinar Promo Code “ Building Trust”

Thank you!

10% off Services

Q and A