the_art_of_process_driven_crm
TRANSCRIPT
The art of process-driven CRM
bpm’online marketing 1
bpm’online sales 2
bpm’online service 3
bpm’online platform 4
Creating process-driven
products
Strategy
marketing
sales
service
bpm’online A single platform to manage a complete
customer journey:
from lead generation to service
bpm’online marketing 1
bpm’online sales 2
bpm’online service 3
bpm’online platform 4
1
Marketing automation platform that ensures
an ideal customer journey
Respond to the ever-changing
consumer behavior
Buyer Seller Seller
Yesterday: Hungry for
information
Today: Too much
information to consume
Consumer behavior dramatically changed
Consumer behavior dramatically changed
Today 2016 2018 2020
60%
85%
While approaching sales consultant, the customer already made a purchasing decision
Mary
Brown
25 years old
Alpha
Business
Marketing
Associate
I have so many business
trips planned, I need
to buy a tablet
to make it easier
to travel!
Meet
Mary Brown
123 662
123 662
bpm’online marketing
Lead management Multichannel campaign
management Email marketing Digital / e-marketing
360° customer view
& segmentation Mobile marketing Event management
Loyalty program
automation Marketing analytics
A holistic multichannel marketing management
software powered by out-of-the-box best
practice processes
campaigns
A complete set of tools for loyalty / reward
program automation and multichannel
campaign management
loyalty
bpm’online marketing 1
bpm’online sales 2
bpm’online service 3
bpm’online platform 4
2
Employ out-of-the-box best practice
processes to close more deals!
from short sales cycles to long corporate cycles
Complex B2B sales
Transactional sales
Channel sales
E-commerce
Field sales
POS
80’s: Single channel
Discover → Search → Compare → Decide → Purchase
Stores
2000’s: Multichannel
Web
Store
Discover → Search → Compare → Decide → Purchase
Nowadays: Omnichannel
Shopper 1
Shopper 2
Shopper 3
Shopper 4
Discover → Search → Compare → Decide → Purchase
Company
website
Web
Mobile
Mobile
Store
Call Center
Social
Geography
First store
John Lewis today
Turnover
Number of stores
UK
1864
The UK’s best multichannel department
store retailer in 2013
> £10bn
45
0:00 1:00 2:00 3:00 4:00 5:00 6:00 7:00 8:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 19:00 20:00 21:00 22:00 23:00
Devices John Lewis buyers use to shop at different time of the day
Tablet
Desktop
Mobile
Over 60% of
customers research
online before going to
the store
More than
20% of John
Lewis customers
buy online and
collect in store
27% of John
Lewis customers
research what they
want in store and then
purchase it online
How do John Lewis
buyers shop? 40% use
their phones to
interact with the
brand when in the
store
0
1000
2000
3000
4000
5000
6000
7000
8000
9000
Покупки онлайн Покупки в магазине Омни-канальность
How John Lewis sales grew due to
omnichannel approach
Buy only
online
Buy only
in store
Omnichannel
shoppers
Average spend, ₤
year
Charlie Mayfield,
Chairman of John Lewis
Partnership
Omnichannel capability and
innovation has been the key to
success and reaching £10bn
sales mark!
Meet Mary Brown
I have made the choice for
my new tablet, but forgot
to pick a memory card.
I need help!
Agent home
Identification
Cross-sell
Cross-sell process
Order management Order management
Order management
Order management
Tablet
Case
Memory Card
Out-of-the-box process for
opportunity management:
from lead to contract
team
A complete set of tools for
short sales cycle and
e-commerce
commerce
Robust product to manage
the full cycle of direct and
channel sales
enterprise
Sophisticated tools to manage
all sales channels: direct and
channel sales, e-commerce,
field sales and POS
omnichannel
A perfect fit for small and
medium business with
direct sales teams
Best choice for e-commerce A perfect fit for medium
and large enterprises to
automate complete direct
and channel sales cycle
Developed for medium and
large enterprises to manage
multiple sales channels
bpm’online sales
Mobile Sales Sales Dashboards
and Metrics
Knowledge
Management
Enterprise Social
Network
360° customer view
& segmentation Guided Selling
Proposals and
Contracts
Order & Invoice
Management Sales Forecasting
Lead Distribution Account and Contact
Management Sales Pipeline
Out-of-the-box sales
processes
bpm’online marketing 1
bpm’online sales 2
bpm’online service 3
bpm’online platform 4
3
Employ out-of-the-box processes to deliver
service excellence
Omnichannel communications
Can’t synchronize my new tablet
with my phone :(
Advisory service process
Mobile service
• Mobile app for field service rep
• Mobile app for customer
• Mobile app wizard
bpm’online service
Out-of-the-box
customer-facing
service processes
Out-of-the-box
ITIL processes Agent workplace
Omnichannel
communications
for customer service
360° customer view Knowledge
management
Real time feedback and
surveys Mobile service Problem management
customer
service
Innovative helpdesk
software for customer
care excellence
customer
engagement center
Robust application to
manage mass omnichannel
communications with
customers
ITIL service
A perfect fit for companies
looking to automate ITSM
processes and to manage
the entire service lifecycle
bpm’online marketing 1
bpm’online sales 2
bpm’online service 3
bpm’online platform 4
Mix products and
editions to fit your
business needs
+
+
bpm’online platform
Out-of-the-box processes
for marketing, sales and
service 2 BPM engine 1 Omnichannel
communications 3 User customization
4 Exceptional user
experience
on any device 5
Build business processes
according to your specific requirements
60
Business process management platform
is the foundation of all bpm’online products
2.0
Designing complex multi-stage processes
in bpm’online is easy!
Professional
BPMN designer
User wizard
Intelligent business processes
Coming soon:
to premiere in June, 2015
BPM engine
Out-of-the-box processes
for marketing, sales and
service
Omnichannel
communications User customization
Exceptional user
experience
on any device
bpm’online platform
2 1
3 4
5
Take advantage of
out-of-the-box best practice processes
• Lead management
• Campaign management
• Lead nurturing
Marketing processes Sales processes
• Lead distribution
• Opportunity management
• Order and invoice
management
• Approval process
management
Service processes
• Case management
• Problem and known errors
management
• Knowledge management
• Change management
• Service level management
BPM engine
Out-of-the-box processes
for marketing, sales and
service
Omnichannel
communications User customization
Exceptional user
experience
on any device
bpm’online platform
2 1
3 4
5
Deliver exceptional brand
experience working with
different communication
channels in one system
Social
Telephony (CTI)
Customer portal
Community / Forums (integration)
Mobile
Chat
BPM engine
Out-of-the-box processes
for marketing, sales and
service
Omnichannel
communications User customization
Exceptional user
experience
on any device
bpm’online platform
2 1
3 4
5
Fully customizable
platform
Customization
• User fields and lookups
• Page designer
• Details designer
• Business rules setup
• Charts designer
• Dashboards designer
• Printable & report setup
• Mobile app wizard
BPM engine
Out-of-the-box processes
for marketing, sales and
service
Omnichannel
communications User customization
Exceptional user
experience
on any device
bpm’online platform
2 1
3 4
5
Bring your own device
The platform enables to take
control over the system’s
interface on desktop, tablet
and mobile, ensuring consistent
look and feel on any device
Deployment
options
On-premise
Why
bpm’online?
BPM +
Out-of-the-box best practice
processes
A single view of customer
journey – marketing, sales and
service
Engaging interface that users
love!
Katherine Kostereva,
CEO & Сo-founder
Michael Rooney,
SVP & General Manager
Q&A
Andie Dovgan,
Director of Business Development
Noel Brinkley,
Sales Executive