unlock customer usage data to drive customer success february 20, 2013 2pm to 3pm edt w e b c a s t...
TRANSCRIPT
Unlock Customer Usage Datato Drive Customer Success
February 20, 20132pm to 3pm EDT
W E B C A S T S E R I E S
Featured Speakers
Robert JohnsonPresident & CEO
Dennis GershowitzVP, Service Strategies Practice
Karl WirthCEO/Cofounder
CEMDNA Playbook Strategy
Dennis GershowitzVP, Service Strategies Practice
Anthony & Alexander Group LLC
Managing the Online Customer Experienceis the Next Frontier
Traditional customer service channels• Call center• Professional Services• Field Service
Times have changed!
New cloud & SaaS online channels• On-demand and other self-service resources• Customers contact service/support as a LAST resort!
How do you know and serve customers in this new online world to ensure satisfaction and loyalty?
•CEM remains a constant in every industry and business model •There are proven ways to manage the quality of the customer experience
CEMDNA Playbook Strategy℠4 Phases – 12 Building Blocks
Unlock Customer Usage Data to Drive Customer Success
Karl WirthCEO/Cofounder, Apptegic
Apptegic software helps organizations understand their customers and respond to them in-context. Karl has been a product and marketing executive at Red Hat, Sentillion, and RSA Security. http://www.apptegic.com
Two of the essential principles of business success
Know your Customer Serve your Customer
Offline, you can get to know your customer
Offline, you can guide your customer to success
Online, how do you know your customers and guide them to success?
KNOW YOUR CUSTOMER IN AN ONLINE WORLD
by Understanding their Engagement with your Business
Confidential - Not for Distribution – Page 11
Imagine you run the Google Docs business
How can you see and serve inside the black box?
Track user’s page views, clicks, business metrics
CONFIDENTIAL
Engagement Score
CONFIDENTIAL
Segment customers by behavior and attributes
CONFIDENTIAL
Analyze Trends
CONFIDENTIAL
Understand particular customers
Get Alerts
Synch insight to SalesForce / CRM
SERVE YOUR CUSTOMER IN AN ONLINE WORLD
by Responding to them Personally and In-Context
CONFIDENTIAL
Off Site, Out of Context
1:ManyMarketing
EmailText
PhoneChat
1:1ServiceSales
Email Marketing
Marketing Automation
Apptegic Smart
MessageTM
On Site, In Context
Communicate appropriately and effectively
Smart Message right into the Web Experience
Move customers down the funnel
ANOTHER EXAMPLE: B2B MARKETING
Confidential - Not for Distribution – Page 25
First Visit
Second Visit
How
Different Footer Calls to Action. If I complete one, the other is shown
Provide a guided tour
Pop up a form
Understand and respond to each customer online.Turn your customers into your champions.
apptegic.com
Customer Usage Data in Action at Team Support
Robert JohnsonPresident & CEO
Healthy Customers
Trial Customers – Which one will convert?
Thanks for Your Participation
Robert JohnsonPresident & CEO
Tel. 800/596-2820 [email protected]
Dennis GershowitzVP, Service Strategies Practice
Tel. 910/270-5382 [email protected]
Karl WirthCEO/Cofounder
Tel. 617/[email protected]
Requests for InformationBill Bradley Director of CEM MarketingOmega Management Group Corp.Tel.: 978/[email protected]
www.omegascoreboard.com
Check for upcoming webcasts atwww.omegascoreboard.com/webcast.php