sugarcon 2013: using crm to deliver a winning customer experience
TRANSCRIPT
“Develop effec?ve strategies to increase customer sa?sfac?on and loyalty by ensuring every user has the
insight they need to be a customer expert, every ?me.”
ROI (%)
Customer Perceived Quality Relative to Competition Source: PIMS
11
18 22 23
32
0
5
10
15
20
25
30
35
Inferior Average Superior
Superior performance delivers the real bang
Satisfaction delivers marginal benefit
Source: Sears
0 20 40 60 80 100
Percent Definitely Recommend
'9/10
'10/10
Sat
isfa
ctio
n sc
ore
Definitely
Maybe
• What are our key touch points? • What maIers most to customers? • How do we want them to feel? • What informa?on do we need to
– Collect – Provide
CUSTOMER EXPERIENCE The customer’s
percep?on of all aspects of what the company
does
CLICKTOOLS Collect, centralize and
act on customer interac?ons
SUGARCRM The repository for ALL
data about the customer
Enable delivery of personalized interactions
at all stages of the customer journey
Collect information & feedback at touch points along the customer journey
Centralize information in CRM to build a 360 view
of the customer