building a deeper customer relationship
TRANSCRIPT
THE CASE
WEBSHOPFREE RETURNSCAMPAIGNS
WASTE 3,2 M€CHURN 42 %VALUE –12 %
IOT DATAREAL TIME
EASYRISKVALUE
Increase Sales
‘My team hit their sales targets’ + +
IncreaseExperience
‘I increased customer retention – and hit my target for new customers’
On-timeProduct Development
‘I launched the new range with the higher gross margin on time’
?=
‘Nobody knew how our decisions impacted the bottom line!’
INDIFFERENT TO PROFITABLITY
DelightCustomers
‘We achieved every fulfillment and customer satisfaction target we were set’ +
HAPPY PERFORMERS IN SILOS …BUT
PRODUCT MANAGEMENT
JefOPERATIONS
GarySALES
PaulMARKETING
Daisy
MEET THE CORPORATE CITIZENS …
The moment when drivingOperational Excellence and Customer Experienceas separate silos just isn’t good enough. ”
“
BALANCING ACT
TRULY
SMART
OPERATIONAL EXCELLENCE
CUST
OMER
EXP
ERIE
NCE
GRO
WTH
EFFICIENCY
AUTO
MATE
PROFIT
Acquire
MANAGE TRULY SMART…
Serve
Retain
90%
50%
10%
50%LAST CALL