CRM 2012 Anywhere Anytime Any Insight

8/2/2019 CRM 2012 Anywhere Anytime Any Insight

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Mr.NavikNumsiangManagingDirector|SundaeSolu8ons


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Customernoun \ks-t-mr\One that purchases a commodity or service


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challengesnoun \cha-lnj\A summons that is often threatening, provocative, stimulating, or

inciting; specifically: a summons to a duel to answer an affront


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Problem for bricks and

mortar business in

actually

identifying

the

customers


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Difficulty in

assembly a

360 viewof the

customer


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Customers having higher expectations


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Retail sectorgrows in

sophistication


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Internet & Social Media


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Facing the toughest

economic conditions

Instinctive reaction to

cut allstrategic projects andwait until things improve


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findingsnounthe result of a judicial examination or inquiry


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Member Information acquisitions:

45% of retailers register customers via

sales associate in the store41% at POS41% Online

Findings by Retail TouchPoints andThe Aberdeen Group, 2008


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46%Findings by Retail TouchPoints and

The Aberdeen Group, 2008

of marketer did not measure promotionamong their customer base at all.


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Real time customer data is

14% | in use now & 23% will be a priority over the next year

Findings by Retail TouchPoints andThe Aberdeen Group, 2008


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PeerPressureSUPPORT

Imlookingforanewcamera.

HaveyouthoughtaboutaDSLR?

Ilikethesmall.Easyto

carryones.Theyare

inexpensiveandthetakegreatshots.

Ihadareallybad

experiencewiththe

ModelZfromQuartec.

Stayawayfromthatone!


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conceptualadjective \kn-sep-ch-wl, -ch-l, kn-, -chl, -shwl\Of, relating to, or consisting of concepts


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WhatisCRM?

ManagementTools&Trends2010byBain&Co.

CRM is a businessstrategy designed to

optimise profitability,revenue and

customer satisfaction

Gartner


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Extendedenterprisecollabora=onCRM

RolodexSales force automation Contact and Calendar Management

Evolu=onofCRM


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CRMConceptualFrameworkCustomer-centricCRMStrategy,aPyramidFramework


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CRMConceptualFrameworkforRetailIDICMethodologyCRMOpera=ngProcessCycle


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TrendNoun \trend\A line of development


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KeyMarketTrends

Mobility

SmartphonesoutsellPCs

By2013,mobile

deviceswillbetheprimarymethodofinternetaccessworldwide

Cloud

0%ofnewsoVwareofferingsthisyearwillbeavailableascloud

services

Data

Datavolumeforenterprise

applica8onsisdoublingevery1

months


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Anywhere. Anytime.adv. \-(h)wer, -(h)wr\At, in, or to any place or point

adv. \e-n-tm\

At any time whatever


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Mobile,MobileandMobileCRM


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WhatistheSizeoftheGlobalMobileMarket?

MicrosoVTag2011MobileSta8s8cs


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GlobalSmartphonePenetra=on:

LeadbyAsia

Google/IpsosStudy,2011


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In 2012, mobility and the cloud will continue to create

opportunities for businesses to engage with customers in

intelligent ways across all touch points.


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Data In, Data OutThe key to good data is getting

the data in the system. Staff are

more likely to input data on

mobile devices at the point of

entry. In real-time.


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EffectofMobileCRM


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SMS - takes 6 sec. to deliver an avg. message andthen read within the next 5 mins by > 90% of recipients.


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CloudCRM


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80% of new software offerings this year, 2012, will be

available as cloud services


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Choices,choices

On-Premise

SaasSoVwareAsAService

Cloud


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EmailMarke=ngandCRM


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In 2011, email marketing became the centralhub of online marketing, and usage of email marketing

will likely grow in 2012.


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ROIofDigitalChannels


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Highlytargeted ImmediateMeasurableReachCostEffec8ve

WhatsGoodaboutEmailMarke=ng?


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Any Insight.Noun \in-st\The power or act of seeing into a situation


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CRM systems generate and collect a great deal of data.

Unfortunately, much of this information goes to waste

because the possibilities for exploiting it are ignored.


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SocialCRM


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Its a difficult area but social CRM has matured. In 2012,

expect to see much better social monitoring and

engagement tools integrated into CRMs.


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Web2.0provokedan

expansionoftheRintheCRM

acronym

Company/Customer

Company/Partner

Company/Compe8tor

Company/Company

Customer/Partner

Customer/Compe8tor

Customer/Customer

Partner/Compe8tor

Newcustomerrela=onshipmeansmorethanjustmereondemand

aXen=onormasscustomizedproductsandservices


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LetstakealookatthefundamentalchangesthatSocialCRMis

introducingtothecurrent,tradi=onalCRMintermsof


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Thereare2keyreasonsforthis:

1. ThereisnoclearlydefinedCRMstrategy

inadvanceofdeploymentofthe

solu8on

2. Asaresultthewrongsolu8onischosenand

deployed

TheLast:

StrategycomesfirstandTechnologycomessecond

Basedona20

09

survey,47%

percent

ofallCRM

Solu8on

projectsfailtomeet

theirobjec8v

es.


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Mr.NavikNumsiangManagingDirector|SundaeSolu8ons

E:[email protected]

T:@navikn

F:facebook.com/navikn

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CRM 2012 Anywhere Anytime Any Insight

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