Transformation… but from where to where? 27th of November 2014 ∙ Stefan Fillibeck Change of communication habits… >1.7 billion >400 million >6.8 billion >100 views social users Mobile phones in use Logic Point tweets per day about product, services, and brands average number of times a person checks their phone each day 2 The real game changers … Logic Point 3 Based on Internet and social networks… Logic Point 4 Shift in pre-sales… 9 Customers are 60% 10 of business buyers say when they are ready to buy, they will find you through the buying process before they talk to you -IDG Enterprise - Apple Inc. Only 3% of cold calls result in an appointment… whereas 67% of second-degree LinkedIn referrals result in a meeting! -Microsoft Logic Point 73% of sales people using social media to sell outperform those who don’t -A Sales Guy Consulting 5 It is not about the figures or devices… Source: IDC Logic Point 6 Logic Point 7 A reverse process of selling and servicing today The impacts… The delimitation or evolution… Voice calls Disconnected communicatio n Call center IM, Chat, Mobile Internet integration, Web-RTC Communication Center CRM Social listening BI and analytics Interactive customer center Finally it is not about the technology it is “just” about the rapidly changing customer expectations Logic Point 8 About me… Stefan Fillibeck - CEO of Logic point s.r.o. Main business – Customer Relationship Management, Business reengineering, Service Center and Customer Care Management, Business Consulting Trend and technology research and development Logic Point 9 About us… We see ourselves equally as competent business advisors, process management specialists and CRM experts. This image is acknowledged through several awards, certificates and partnerships Logic Point 10 About our customers… A small excerpt of our prestigious national and international long-term customers we have convinced with the quality of our products and services Developing and implementing a company wide integrated solution to support the modern e-shop and the internal service center Developing and implementing a panEuropean online content management platform based on Microsoft CRM Implementing a holistic CRM-Strategy in the banksector and leasing sector System Optimization and connection to the internal e-shop and introduction of tools for managing marketing campaigns Implementation of MS Dynamics CRM for Sales and Sales-Management for Opportunity management and project management Integration of Microsoft Dynamics CRM to support all sales and service processes Logic Point CRM-based Real estate management in the areas retail, industry, hotel and investments. Designing a worldwide importer and car-dealer CRM solution to optimize the lead, customer-, and service management structure and to support sales activities CZ and SVK Rolling out a CRM system to optimize existing customer contact management and service management Automotive CRM and Service Management implementation IRELAND Designing and implementing a tailor-made solution to support customer relationship management and service management Automotive CRM and Service Management implementation BARCELONA-ALGERIA CRM-Solution for customer management, contact management and invoice management System integration of CRM and the accounting system to support financial processes Developing and implementing a solution to support sales and back-office processes Implementing the processes and systems to support mortgage management and customer service activities Integrating a contract management and customer care solution into an international publishing environment Creating a powerful website production and maintenance system based on Microsoft CRM 11 Their demands… Customers aims Cross Channel history Reaction and As-Is situation Data density response times CC System life-cycle Content Quality planning 20 40 60 Workforce 80 Management 100 Multi-Channel contact management Performance, KPI and CSAT index tracking Logic Point 12 The Top-10 “real” requests… 360º Cross Channel history Multi channel Management CTI + SBR Triggered Event/exception handling SMS integration Logic Point Real-Time Dashboards and BI Social Network and Web-Integration Process Automation Web Chat and IM KPI and SLA Management 13 The needed Infrastructure… It is not necessary to reinvent the wheel - It is important to fit the existing wheels properly Social Sales Marketing Reporting network management and Statistics integration Sales-Goal Mobile management integraton tools Service management Analytical Data CRM mining CRM-Layer Campaign Customer management segmentation Existing Systems Logic Point PBX / Call ERP Order Production/ other Center System entry Finance Databases 14 … and new Customer Centricity Personal mindset Empathy Dependability Management pa Communi- ness Trust Competence ct cation s Information Organization Project managemen Task Leadership skills management Self Organization Comfort Customer centricity Certainty Solution orientation Conviction Optimization Improvement Beneﬁts Reliability Methodology Flexibility Cost reduction Efficiency Business Analytical knowledge capabilities focus Process know- Impact under- how standing Can-Do attitude Logic Point 15 Operational excellence Escalation management Persuasive- Innovation Im Professional apporach Friendliness Proof of expertise es This is what makes the difference today and supports your business tomorrow Sincerity Personal consulting l ab er Comfort with your professionalism TroubleShooting liv De products/services Helpfulness Know-How ns Conviction about your sion t io ta Certainty about your capabilities Comprehen- ec Trust in your mindset p Ex The mission is to engage in a partnership with a customer and inspire: The available insights… • 90% of consumers regularly research products online before buying them. • 44% of consumers today complain about products and services by social networks, and they are more likely to accept what they hear through social networks over advertising. • 20% of customers who do complain by social media expect a response within one hour. Logic Point Listen to the voices of your customers, prospects with embedded social insights Track products, brand, competitors, and campaigns in real-time Identify and connect with influential voices in the community Get alerted when sentiment changes Realtime Content… Here, I can see Jim’s role at Northwind Traders. I can see that the company has just completed an acquisition – does that make this opportunity even bigger than I had thought? I can see where Jim has previously been employed. Are those existing customers of ours? You can start to see how much you can learn about this prospect from right within your system. Logic Point Get real-time company and contact information from many sources Immediate insights into your customers from directly within your CRM experience Spend time focusing on how to proactively help your customers…become that trusted business partner Finally the good message is… Customers know what they want Good reviews increase your chances by over 70% The needed technology is already available CRM is available for all target groups Logic Point Sales is getting easier if the agents are skilled Social media can be actively used for lead and feeback management Social analytics show you new market opportunities 18 Questions… Logic Point 19