disrupt or be disrupted: 4 strategies to deliver an exceptional customer experience
TRANSCRIPT
![Page 1: Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience](https://reader030.vdocuments.net/reader030/viewer/2022021423/589a70711a28ab0b788b58a3/html5/thumbnails/1.jpg)
Disrupt or be DisruptedDeliver an exceptional Customer Experience
![Page 2: Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience](https://reader030.vdocuments.net/reader030/viewer/2022021423/589a70711a28ab0b788b58a3/html5/thumbnails/2.jpg)
Transform Relationships
Four Strategiesfor Success
![Page 3: Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience](https://reader030.vdocuments.net/reader030/viewer/2022021423/589a70711a28ab0b788b58a3/html5/thumbnails/3.jpg)
![Page 4: Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience](https://reader030.vdocuments.net/reader030/viewer/2022021423/589a70711a28ab0b788b58a3/html5/thumbnails/4.jpg)
The World Has Gone Digital
Largest accommodation provider owns no real estate
Largest phone messaging company
owns no phones
Most popular media owner
creates no content
World’s most valuable retailer has no inventory
World’s largest taxi companyowns no taxis
World’s largest movie house owns
no cinemas
![Page 5: Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience](https://reader030.vdocuments.net/reader030/viewer/2022021423/589a70711a28ab0b788b58a3/html5/thumbnails/5.jpg)
Industries With Greater Risk of Going Out of Business
Source: Global Center for Digital Business Transformation, 2015.
Respondents who say the risk of being put out of business increases “somewhat” or “significantly” as a result of digital disruption.
Greater Risk
Less Risk 17% 49%41%
Average
![Page 6: Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience](https://reader030.vdocuments.net/reader030/viewer/2022021423/589a70711a28ab0b788b58a3/html5/thumbnails/6.jpg)
Closing In on One Smartphone Per Person
5.6Billion
Smartphones, mobile PCs, tablets and mobile routers with cellular connections
Smartphone subscriptions
20112010 20132012 20152014 20172016 20192018
![Page 7: Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience](https://reader030.vdocuments.net/reader030/viewer/2022021423/589a70711a28ab0b788b58a3/html5/thumbnails/7.jpg)
57%
Buyer Behavior Has Changed
* Source: McKinsey & Company, 2010.
of purchase decision happens before customer calls the supplier.
Peer reviews now the most trusted source of information.*
![Page 8: Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience](https://reader030.vdocuments.net/reader030/viewer/2022021423/589a70711a28ab0b788b58a3/html5/thumbnails/8.jpg)
80%
Businesses Aren’t Keeping Up
* Source: Bain & Company, http://bain.com/bainweb/pdfs/cms/hotTopics/closingdeliverygap.pdf
of CEOs believe they deliver a superior customer experience…*
8% of their customers agree.*Only
76% of companies don’t have a single view of the customer.
![Page 9: Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience](https://reader030.vdocuments.net/reader030/viewer/2022021423/589a70711a28ab0b788b58a3/html5/thumbnails/9.jpg)
TransformAlign Initiatives
Empower IndividualsOrchestrate Interactions
Deliver Insights
![Page 10: Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience](https://reader030.vdocuments.net/reader030/viewer/2022021423/589a70711a28ab0b788b58a3/html5/thumbnails/10.jpg)
Align Initiatives
![Page 11: Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience](https://reader030.vdocuments.net/reader030/viewer/2022021423/589a70711a28ab0b788b58a3/html5/thumbnails/11.jpg)
Align Initiatives: Why This Matters• Customer experience is the last
source of sustainable differentiation and the new competitive battleground. – Gartner
• 70% of buying is based on how the customer feels they are being treated. – McKinsey
• 82% of customers who switch brands do so because of poor service. – Zendesk
![Page 12: Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience](https://reader030.vdocuments.net/reader030/viewer/2022021423/589a70711a28ab0b788b58a3/html5/thumbnails/12.jpg)
Align Initiatives: Survey Results “Customer satisfaction and retention are among the top five metrics we use to measure company performance. We track and hold ourselves accountable to these measures at a board level.”
0%
10%
20%
30%
40%
50%
Strongly Disagree Disagree Neither Agree or Disagree
Agree Strongly Agree
* Source: Survey of attendees at SugarCon 2016 (June 2016)
![Page 13: Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience](https://reader030.vdocuments.net/reader030/viewer/2022021423/589a70711a28ab0b788b58a3/html5/thumbnails/13.jpg)
• Measure NPS & report at board level• Gauge VoC through regular surveys• Incent departments – not just in CS –
against customer satisfaction metrics
Align Initiatives: Doing It Well“Customer satisfaction and retention are among the top five metrics we use to measure company performance. We track and hold ourselves accountable to these measures at a board level.”
![Page 14: Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience](https://reader030.vdocuments.net/reader030/viewer/2022021423/589a70711a28ab0b788b58a3/html5/thumbnails/14.jpg)
EmpowerIndividuals
![Page 15: Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience](https://reader030.vdocuments.net/reader030/viewer/2022021423/589a70711a28ab0b788b58a3/html5/thumbnails/15.jpg)
Empower Individuals: Why This Matters• 99% say being connected to a
knowledgeable employee is a core element of good customer experience. – American Express
• 50% of the time Customer Service reps aren’t able to answer a customer’s question. – American Express
• 89% of companies competing mostly on the basis of customer experience today. – Gartner
![Page 16: Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience](https://reader030.vdocuments.net/reader030/viewer/2022021423/589a70711a28ab0b788b58a3/html5/thumbnails/16.jpg)
Empower Individuals: Survey Results“Employees at our company have the tools, knowledge and permission to exceed customers’ expectations.”
0%
10%
20%
30%
40%
50%
Strongly Disagree Disagree Neither Agree or Disagree
Agree Strongly Agree
* Source: Survey of attendees at SugarCon 2016 (June 2016)
![Page 17: Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience](https://reader030.vdocuments.net/reader030/viewer/2022021423/589a70711a28ab0b788b58a3/html5/thumbnails/17.jpg)
• Information for all, everywhere• Tailored to the individual• Designed to help them do their jobs better
Empower Individuals: Doing It Well“Employees at our company have the tools, knowledge and permission to exceed customers’ expectations.”
![Page 18: Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience](https://reader030.vdocuments.net/reader030/viewer/2022021423/589a70711a28ab0b788b58a3/html5/thumbnails/18.jpg)
Orchestrate Interactions
![Page 19: Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience](https://reader030.vdocuments.net/reader030/viewer/2022021423/589a70711a28ab0b788b58a3/html5/thumbnails/19.jpg)
Orchestrate Interactions: Why This Matters
• Integrated customer journeys can DOUBLE sales year over year. – HBR
• 32% of customers who switch brands do so because they are fed up with speaking to multiple agents.– New Voice
• 29% of customers who switch brands do so because they are annoyed by a lack of staff knowledge. – New Voice
![Page 20: Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience](https://reader030.vdocuments.net/reader030/viewer/2022021423/589a70711a28ab0b788b58a3/html5/thumbnails/20.jpg)
Orchestrate Interactions: Survey Results“We understand our customer's journey and have well coordinated business processes to support them at each touchpoint along the way.”
0%
10%
20%
30%
40%
50%
Strongly Disagree Disagree Neither Agree or Disagree
Agree Strongly Agree
* Source: Survey of attendees at SugarCon 2016 (June 2016)
![Page 21: Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience](https://reader030.vdocuments.net/reader030/viewer/2022021423/589a70711a28ab0b788b58a3/html5/thumbnails/21.jpg)
• Map the customer journey• Identify gaps to close• Leverage CRM workflow automation to
coordinate across organizational boundaries
Orchestrate Interactions: Doing It Well“We understand our customer's journey and have well coordinated business processes to support them at each touchpoint along the way.”
![Page 22: Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience](https://reader030.vdocuments.net/reader030/viewer/2022021423/589a70711a28ab0b788b58a3/html5/thumbnails/22.jpg)
DeliverInsights
![Page 23: Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience](https://reader030.vdocuments.net/reader030/viewer/2022021423/589a70711a28ab0b788b58a3/html5/thumbnails/23.jpg)
Deliver Insights: Why This Matters• Customer service agents fail to
answer customer questions 50% of the time. – American Express
• 70% have suboptimal or no ability to integrate customer data between online and offline sources. – Acxiom
• 74% of firms say they want to be “data-driven,” but only 29% are actually successful. – Forrester
![Page 24: Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience](https://reader030.vdocuments.net/reader030/viewer/2022021423/589a70711a28ab0b788b58a3/html5/thumbnails/24.jpg)
Deliver Insights: Survey Results“Insights derived from customer information are used to guide and prioritize the day-to-day activities of our employees.”
0%
10%
20%
30%
40%
50%
60%
Strongly Disagree Disagree Neither Agree or Disagree
Agree Strongly Agree
* Source: Survey of attendees at SugarCon 2016 (June 2016)
![Page 25: Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience](https://reader030.vdocuments.net/reader030/viewer/2022021423/589a70711a28ab0b788b58a3/html5/thumbnails/25.jpg)
• Define a master data strategy• Design/Integrate from the users’ perspective• Focus on information that makes a difference
Deliver Insights: Doing It Well“Insights derived from customer information are used to guide and prioritize the day-to-day activities of our employees.”
![Page 26: Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience](https://reader030.vdocuments.net/reader030/viewer/2022021423/589a70711a28ab0b788b58a3/html5/thumbnails/26.jpg)
In Summary
0% 10% 20% 30% 40% 50% 60% 70% 80%
Insight
Interactions
Individuals
Initiatives
* Source: Survey of attendees at SugarCon 2016 (June 2016)
![Page 27: Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience](https://reader030.vdocuments.net/reader030/viewer/2022021423/589a70711a28ab0b788b58a3/html5/thumbnails/27.jpg)
SUGARHow CanHelp Get You There
![Page 28: Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience](https://reader030.vdocuments.net/reader030/viewer/2022021423/589a70711a28ab0b788b58a3/html5/thumbnails/28.jpg)
SugarCRM: Solely Focused On Making Every Customer Relationship Extraordinary
Most Adaptable CRM Platform
Greatest Business Value
EmpowersIndividuals
![Page 29: Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience](https://reader030.vdocuments.net/reader030/viewer/2022021423/589a70711a28ab0b788b58a3/html5/thumbnails/29.jpg)
SugarCRM Only Vendor with Positive NPS!CRM – Overall Scores
7.16.5
6.2
6.1
6.0
5.8
6.0
SugarCRM
Oracle
Microsoft
Salesforce.com
ACT!
SAP!
Average
#1Overall
Satisfaction
#1TechnicalSupport
#1User
Recommendation“In A ClassBy Itself”
![Page 30: Disrupt or be Disrupted: 4 Strategies to Deliver an Exceptional Customer Experience](https://reader030.vdocuments.net/reader030/viewer/2022021423/589a70711a28ab0b788b58a3/html5/thumbnails/30.jpg)
Thank You!@sugarcrm