bwfr customer experience workshop - seers crm - sep. 2015
TRANSCRIPT
Customer Experience is today’s Business Benchmark
https://youtu.be/2XFANKshOZY
Norbert Cserni Business Development Manager M: +40 745 550 521 E: [email protected]
etc …
etc …
5+ Countries Covered
30+ Successful Projects
10.000+ Live Users
20+ CRM Specialists
40+ Relevant Certifications
200.000+ Hours of Consultancy
• What is Customer Experience?
• Financial case for Customer Experience
• Where to start?
• The customer journey
• The Customer Success platform
Agenda
“Customer experience has overtaken price
and product as the key brand
differentiator.”
Price Product Customer
Experience
#1
Source: Customers 2020 Report
The Future is All About Customer Experience
Other industries are retraining clients to expect 1:1personalized relathionships
The customer experience is being reimagined
Know me Guide me Make it easy to engage
Help me as a team
https://www.youtube.com/watch?v=-1knblx7mnY
32 % + 40 %
+ 40 % +
39 % +
55 % +
Increase in sales
Customer satisfaction
Marketing ROI
Customer retention
Faster deployment
Connecting With Customers Delivers Success
Source: Salesforce Customer Relationship Survey conducted March 2014 - May 2014, by an independent third-party, Confirmit Inc., on 4,100+ customers randomly selected. Response sizes per question vary.
Average Percentage Improvements Reported by Salesforce Customers
The Salesforce journey
SNA
Terminal
Mainframe LAN / WAN
Client
Server
LAN / WAN
Client
Server
Thousands customer interactions
connected things Billions Trillions
LTE
Mobile
Cloud
Millions
The Cloud is the Fastest Path to Success
Enterprise
Cloud Computing
Fast Innovative Open Easy Trusted
No Hardware
No Software
Faster ROI
Flexible
Automatic Upgrades
Continuous Improvement
Any Device
API First
Data Portability
Secure
Transparent
Performance at Scale
Subscription Model
Real-time Customizations
AppExchange
Fastest growing top 10 software company
Growth Driven by Customer Success
$5.5B FY15 Revenue
FY08 FY15 FY11
Connect with your customers in a whole new way
Become a Customer Company
Sales Service
Marketing
Community Apps
Analytics
Thank you
https://www.youtube.com/watch?v=xAYS8C3g_k4&feature=em-share_video_user