2015 inspire tour: compete with best in class with customer experience
TRANSCRIPT
How to compete with best-in-class companies and deliver the ultimate customer experience
#InspireTour
Topics• Today’s business
goals• Trends impacting
customer service • Top performers-
what is different? • Sage solutions:
˗ Leveraging Sage ERP data
˗ Sage solutions
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Today’s SMB’s top two goals:
Grow. Customer service.
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It costs your company 4X to gain new customers versus retain existing ones.
51% The percentage of U.S. consumers who switched service providers in the past year due to poor customer service
Source: CRM Magazine February 2014, volume 18, no. 2, pg. 17
4x Customers are four times more likely to defect based on service versus product and price.
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Excellence in customer service matters.
• Customer retention
• Customer referral
• Customer expansion
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Customer expectations are higher.
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Workers and customers are on mobile devices.
Mobile devices have a positiveaffect on customer service
Mobile technology has helpedbring more work
Mobile devices supplied toemployees
50%
70%
21%
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People want mobile, quick access, and more tools.
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It takes care and attention to grow.
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Best-in-class performers
86% in first contact resolution (46% industry average)
75% customer retention (22-44% industry average)
11.4% year-over-year improvement in customer satisfaction rate
6.7% year-over-year increase in revenue per customer
Aberdeen Group 04/2014
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Best in class anticipate the customer across marketing, sales, and customer service.
Customer activities– Understand the customer– Engage the customer– Respond quickly
Technology– Use social media– Offer online service– Work with centralized data– Actively use CRM
Aberdeen Group 04/2014
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Active use of CRM makes a significant difference to company performance.
“If we look at best in class, their platform of choice is clearly the CRM, with 94% of top performers indicating it as the most vital customer data storage location.”
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What is CRM?
• Business executives: managing business performance
• Customer service: supporting customers and building relationships
• Marketing: developing and managing the best programs
• Sales: managing the right interactions during buyer’s journey
• Operations: centralizing cross-departmental actions
Customer relationship management
At the center is the customer
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CRM for customer serviceWhat it does:
Management of customer cases:• Calls, follow ups, escalations with
notification alerts for major issues, and approvals
Centralized knowledgebaseManagement of overall service: • Analyze calls, volumes, and
areas of concern
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CRM for marketingWhat it does:
Campaign management: • Templates, emails, mailing lists,
leadsAnalysis of campaigns:• Best sources and responsesIntegration into sales activities: • Handoff to sales in workflowIdentify the best customers to sell: • Criteria ratings, transaction
history, create follow-up lists
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CRM for sales What it does:
Manage sales activities: • Pipeline, assignments to right
people, forecasting and reports• Calls, follow ups, emails, quotes,
orders, closes, follow upLead management: • Identification of top leads and notCalendars: • Appointments in one place, tied
to activities with remindersSales are kept informed on customer activities
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Best in class anticipate the customer across marketing, sales and customer service.
Customer activities• Understand the customer• Engage the customer• Respond quickly
Technology• Use social media• Offer online service• Work with centralized data• Actively use CRM
Aberdeen Group 04/2014
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Mobility, online service, social media use are common in customer service everywhere.
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New solutions should help understand, engage the customer easily, and respond quickly.
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• contact info• email lists• websites• events• leads• closes• invoices
• orders• credit• licenses• cases• orders• events• training
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Sage solutions for customer service
Our solutions
Lead generation
QuoteAnd order Generation
Sales cycle management
Service and fulfillment
Billing and collecting payment
Analysis
Marketing
Customer retention and customer sales
Our solutions
Lead generation
QuoteAnd order Generation
Sales cycle management
Service and fulfillment
Billing and collecting payment
Analysis
Sage CRM
Sage Mobile Sales
Sage CRM
Sage Billing and PaymentSage ERP
Sage CRM
Sage ERP
Sage CRMSage ERP
Sage ERP
Sage CRM
Customer retention and customer sales
Marketing Sage CRM
Sage CRM
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Sage Mobile Sales:Give your salespeople the information they need.
Access past quotes and orders, customer contact details, and sales history.
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Sage Mobile Sales:Present a visual catalog.
Use multiple images to bring your products to life and offer “add-on,” “accessory,” and “substitution” products.
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Close more business withSage Mobile Sales.
Place quotes and orders, take payment, and invoice using Sage Billing and Payment.
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Sage Billing and Payment
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• Email, mail invoices• Customer can click to pay• Track invoices still unpaid
Our solutions
Lead generation
QuoteAnd order Generation
Sales cycle management
Service and fulfillment
Billing and collecting payment
Analysis
Sage CRM
Sage Mobile Sales
Sage CRM
Sage Billing and PaymentSage ERP
Sage CRM
Sage ERP
Sage CRMSage ERP
Sage ERP
Sage CRM Marketing Sage CRM
Sage CRM
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“Front-end” to “back-end” office integration
Integrated one-screen views:• Orders• Invoices• Shipments• Credit limits
Customer insights–voice of customer understoodCross-departmental communications and activitiesBetter accountability
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How much time does it take?
• Verify credit terms• Verify available credit• Verify credit hold• Sales order history• Quote history• Inventory availability• Product/item pricing• Credit application • Customer history• Cross-departmental
customer actions
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Easy-to-see needed customer activities
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Optimized views for mobile service
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Sage CRM on smart phones
Opening up a specific company case
Customer case reports
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Social media integrated with Sage CRM
Customer’s Twitter account (example shows Sage)
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Customer self-service options
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Moving ahead with service excellence
Thank you!