keeping a customer focus in a digital world - mdm · keeping a customer focus in a digital world...
TRANSCRIPT
Keeping a Customer Focus in a Digital World
Featuring:
Kelly Squizzero, InforLisa Russell, Infor
Chris Weaver, InforJenel Stelton-Holtmeier, Modern Distribution Management
November 17, 2016
Sponsored by:
• Intro• Results from the 2016 Customer Focus Survey• Customer Centricity: Identify, Engage, Connect• Demystifying the Internet of Things• Q&A
Agenda
Speakers
Kelly SquizzeroDirector,
Industry & Solution Strategy, Distribution
Infor
Lisa RussellMarketing Director,
Distribution Infor
Jenel Stelton-HoltmeierEditorMDM
Chris WeaverSr. Manager,
Software Development
Infor
MDM-Infor Keeping a Customer Focus Survey
What approach does your company take regarding an overall digital or technology strategy?
MDM-Infor Keeping a Customer Focus Survey
We have a comprehensive digital strategy – 31%
We have a general strategy for upgrades and some innovation – 53%
We only consider what we absolutely need at any given time – 16%
2015
We have a comprehensive digital strategy – 44%
We have a general strategy for upgrades and some innovation – 35%
We only consider what we absolutely need at any given time – 7%
No strategy, per se, but always evaluating – 14%
2016
MDM-Infor Keeping a Customer Focus Survey
In which platforms are you considering investment?65%
45%
40%
37%
36%
71%
52%
41%
40%
48%
0% 20% 40% 60% 80%
E-commerce
CRM
Business intelligence tools
Mobile
ERP
2016 2015
MDM-Infor Keeping a Customer Focus Survey
What is your primary goal with your technology investment?
0% 5% 10% 15% 20% 25% 30% 35%
Improve the overall customer experience (how they feel after doing business with you)
Improve operational efficiencies
Improve profitability
Improve customer engagement
Improve internal communication/cooperation
Improve customer service
MDM-Infor Keeping a Customer Focus Survey
How do your customers prefer to buy from you?
Using email
Calling in the order
Online, self-service on a computer
Using EDI
Other (please specify)
In person at the customer location
In person in a branch
Using a mobile device (tablet, mobilephone, etc.)
MDM-Infor Keeping a Customer Focus Survey
Where are you seeing the biggest growth?
Online, self-service on a computer
Using a mobile device (tablet,mobile phone, etc.)Using email
Using EDI
Other (please specify)
Calling in the order
In person at the customer location
In person in a branch
MDM-Infor Keeping a Customer Focus Survey
How do you know how your customers prefer to buy from you?
They've told us (throughpolls, talked to salespeople,etc.)Analyzed data aroundshopping behavior
I don't know.
Other (please specify)
MDM-Infor Keeping a Customer Focus Survey
How do you know how your customers prefer to buy from you?
They've told us (through polls,talked to salespeople, etc.)
Analyzed data around shoppingbehavior
I don't know.
Other (please specify)• Customer surveys• Industry standards• Assumption: “If they preferred a different
method, they’d buy somewhere else.”
MDM-Infor Keeping a Customer Focus Survey
How do you identify changes in customer buying preferences?
Salespeople share what theyhear and see in the field, butthere's no formal process.
We survey our customers ona regular basis (either viaemail or online polls) togauge their interests.
Salespeople enter data intoour CRM that allows us tomonitor changes in therelationship.
MDM-Infor Keeping a Customer Focus Survey
Do you use CRM?
66%
34% Yes
No
MDM-Infor Keeping a Customer Focus Survey
Which of these technologies do you expect to have an impact on your business?
35%
35%
28%
25%
25%
0% 5% 10% 15% 20% 25% 30% 35% 40%
Sensors on products
Sensors on equipment
Image/video recognition (QR-codes)
GPS
3D printing
MDM-Infor Keeping a Customer Focus Survey
What concerns do you have about the internet of things?
24%
20%
20%
16%
13%
0% 5% 10% 15% 20% 25% 30%
Cost/questionable ROI
Security/concerns about privacy
Usability
Disintermediation (Will manufacturers still need distributors?)
Don’t see a role for it in my business
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Keeping a Customer Focus in a Digital Age
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The rise of experience
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Did you know?
2 Walker Info 3 (Dimensional Research) 4 (White House Office of Consumer Affairs)
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• Anticipate their needs
• Provide a good, consistent experience
• Require little effort on their part
• Delight them
Survival in the Era of the Empowered Customer
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Operational Efficiency
Customer Engagement
EmployeeEngagement
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Identify Customer Needs
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6 Steps to Identifying Customer Needs
• Conduct Market Research• Obtain Customer Feedback• Set up Customer Advisory
Boards • Shadow your Customers• Analyze your Competition • Track & Analyze Customer
Data
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6 Steps to Identifying Customer Needs
• Conduct Market Research• Obtain Customer Feedback• Set up Customer Advisory Boards • Shadow your Customers• Analyze your Competition • Track & Analyze Customer
Data
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6 Steps to Identifying Customer Needs
• Conduct Market Research• Obtain Customer Feedback• Set up Customer Advisory Boards • Shadow your Customers• Analyze your Competition • Track & Analyze Customer
Data
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6 Steps to Identifying Customer Needs
• Conduct Market Research• Obtain Customer Feedback• Set up Customer Advisory Boards • Shadow your Customers• Analyze your Competition • Track & Analyze Customer
Data
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6 Steps to Identifying Customer Needs
• Conduct Market Research• Obtain Customer Feedback• Set up Customer Advisory Boards • Shadow your Customers• Analyze your Competition • Track & Analyze Customer Data
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6 Steps to Identifying Customer Needs
• Conduct Market Research• Obtain Customer Feedback• Set up Customer Advisory Boards • Shadow your Customers• Analyze your Competition • Track & Analyze Customer Data
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Operational Efficiency
Customer Engagement
EmployeeEngagement
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Employee Engagement
EmployeeEngagement
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Over
1 in 3 US workers were
born into the Millennial generation
in the US will retire over the next 10 years
78MBaby Boomers
Source: Deloitte, Managing the Talent Crisis in Global Manufacturing
‘Baby Boomers’ defined as people born between 1943-1964
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• Beautiful user experience• Powerful search engines• Social collaboration• Embedded contextual BI &
web parts• HomePages• Workflow and alerts• Mobility
Transform the way you work
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Customer EngagementCustomer
Engagement
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Single Selling Platform For Customer Engagement
Converged Commerce
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Converged CommerceInnovation Points
CUSTOMER DATA
Consolidated customerdata across all touchpoints:
• Email• Web• Stores
CAMPAIGNS
Multi-channel campaigns personalized for:
• Identified audience segments
• Real-time behavior
COMMUNITY
Experiences shaped around people including:
• Employees• Influencers• Customers
COMMERCE
Consistent experiencesacross:
• Mobile• Web• Voice• Stores
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• Beautiful, intuitive design
• Dynamic, personalized content
• Omni-channel support
• Optimization across devices
• Secure Login
• Open Interfaces
• Content on ContextSearch
• Product location and selection
• Shopping cart
• Order quantity
• Click to Collect
• Invoice payment
• Invoice match
• Survey
• Analytics & KPIs
• Buying behavior
• Visitor and usage tracking
• Predictive modeling
• Automatic adaptability
An engagement platform that works from end-to-end
• Inventory allocation
• Pick and pack
• Receiving
• Dispatch
• Delivery
• Invoice or card payment
• Order status checks
• Invoices checks
• Shipment tracking
• Inventory check
• Price/Promos
• Discounts
• Order submission
• Tender
• Order confirmation
• Order service
ENGAGE ORDER TRANSACT SERVE FOLLOW UP ANALYZE & LEARN
Connect disparate processes to give a single view for customer facing processes
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Web & Mobile Experience
Management
Campaign Management
Recommendation Engine
Marketing Resource
Management
eCommerce
Service & Warranty
Configure, Price, Quote
CRM
Contract Lifecycle
Management
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Operational EfficiencyOperational
Efficiency
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The future belongs to networked companies
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The power of networks
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The business network
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Complexity
Suppliers Channels / CustomersManufacturing Distribution
Enterprise
Enterprise
80% of the data needed to effectively runa global supply chain resides with partners
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Supply chain–continuous visibility
Factory Ocean Port Truck Dealer Workshop
Customer Site
Warehouse
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Improve Labor
Productivity
Shipment Orders Optimize
Rate & Route
Carrier Tender
Warehouse Shipping
Rate ContractsTendering
Methods
Routing
Guides
Carrier Rules
Automate Carrier Selection & Load
Planning
Remove Complexity of Pick & Pack
Deliver the Perfect Order
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Collaboration Process integration
Workflow /Alerts
DocumentManagement
Analytics
Technologies to Maximize Efficiency
ReportingUX
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Software as a ServiceOn Premise Hosted SaaS
Networking
Storage
Servers
O/S
Middleware
Data
Applications
Networking
Storage
Servers
O/S
Middleware
Data
Applications
Networking
Storage
Servers
O/S
Middleware
Data
Applications
Customer owns data Subscribe
Data
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Cloud solutions outperform on premise36%
24% 25%21%
18% 16% 17%
7%
0%
10%
20%
30%
40%
Decrease in time it takesto make decisions
Decrease in cycle timeof key processes
Improvements in complete,
on-time delivery
Improvementsin profit margins
Cloud
3Ximprovement
in profit margins
Source: Aberdeen Group, “The Benefits of Cloud ERP: It’s About Transforming Your Business
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Internet of Things
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Demystifying IoTA network of internet-connected objects able to collect and exchange data
Real-Time Monitoring
Work Autonomously Self-Learning
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Demystifying IoT• Includes machines, devices,
sensors, consumer products, vehicles, etc.
Things
• Include business applications, analytics systems, data warehouses, and control systems
Systems
• Includes workers and consumers; employees, partners and customers
People
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Disruptive Innovations• Drones
• Continuous cycle counting• Damaged product recognition• Job site inspections
• Additive Manufacturing (3D Printing)• Micro manufacturing• Build on demand• Plastics, metals, concrete
• Telematics• Increase order pick accuracy• Track high valued inventory in real-time
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Asset Tracking• Real-time location tracking and notification• Geo-fencing for forklifts/equipment• Detect customers entry/exit (and movement)
Collaboration
Asset Management
SMS
Integration Connector
AWSIoT
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Conversational ERP
• Pricing and availability
• Place orders
• “Discuss” account information
• Order details
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IoT
CRM
Operational Efficiency
Customer Engagement
EmployeeEngagement
Configuration / Directed Selling
eCommerce
Human Capital Management
CollaborationWorkflow
Personalization
Supply Chain Execution
Cloud
Networks
Marketing
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Keeping a Customer Focus in a Digital World
Questions?
November 17, 2016
Sponsored by: