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Generate Revenue with a Customer Experience Strategy Webinar Slides

According to recent research from and Fifth Quadrant, enterprise-wide customer experience strategy is a proven driver of business performance.

Organisations with a more mature customer experience strategy reported 10% to 20% greater impact on revenue generation outcomes than less mature businesses. Yet 47% of Australian-based organisations do not have an enterprise-wide customer experience strategy in place.

Presented with Chris Kirby, Head of Research and Analyst Insights of research firm Fifth Quadrant, this slide deck will help you understand the key implications for your business. Learn how your organisation can generate revenue and better respond to changing consumer behaviours, needs and expectations through the development of an enterprise-wide customer experience strategy.

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Generate Revenue with a Customer Experience Strategy Webinar Slides

  1. 1. Webinar Series This Webinar will start at 11:00 AEST Generate Revenue with a Customer Experience Strategy
  2. 2. Speakers Chris Kirby Head of Customer Experience Research Fifth Quadrant John Ward Regional Director APAC, Service Cloud
  3. 3. Listening and asking questions • Audio will be automatically streamed through your computer speakers • You can also listen via your phone. Please see the webinar panel for instructions. • Webinar recording will be made available post event The Questions Panel • Type your question in the space at the bottom • Click on “Send” Type your question here
  4. 4. Safe Harbour Safe harbour statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available., inc. assumes no obligation and does not intend to update these forward-looking statements.
  5. 5. John Ward Regional Director APAC, Service Cloud
  6. 6. #1 in Cloud Computing and CRM World’s #1 CRM Cloud Computing Innovation 2011, 2012, 2013
  7. 7. The Evolution of Customer Service 100x1x 1,000x10x 1980s Phone Today Mobile1990s Multi-Channel 2000s Social
  8. 8. Your Customers Are More Mobile Than Ever Tablets Smartphones Laptops Desktop 1.8 Billion Mobile Devices by 2014 2006 2010 2014E 2007 2008 2009 2011 2012 2013E
  9. 9. Conversations Are Exploding 340 million tweets/day 2.7 billion Facebook posts/day Billions of blogs & communities
  10. 10. Unfortunately, Most Companies Are Not Responding Sources: SocialBakers “Companies Respond to Just 5% of Questions on Facebook”; Sysomos “Replies and Retweets on Twitter” Twitter Complaints Not Answered 71% Facebook Brand Posts Not Answered 95% 88 percent of people unlikely to buy from brands that ignore their complaints online. “ “
  11. 11. Surveys Confirm CSAT Is More Important Than Ever Source: “The Future of Customer Service.” Forrester Consulting commissioned by, July 2012. VP Customer Service CMO CIO 92%Customer Satisfaction First Contact Resolution Average Speed of Answer Service Level Adherence Agent Handle Time
  12. 12. Chris Kirby Head of Customer Experience Research, Fifth Quadrant
  13. 13. Customer Experience Defined The internal response of an individual to their interactions with an organisation's products, people, processes, technologies and environments. Internal response includes the thoughts, feelings, senses, physical reactions and emotions experienced as a result of the experience.
  14. 14. Customer Experience Is Multi Dimensional Customer Engagement Process & technology Multi- channel Commun- ication Products Service Value
  15. 15. Customer Experience Impacts Customer Value And Retention And Therefore Long Term Business Value
  16. 16. % consumers using channel more often than a year ago • 40% Email • 37% Web self-service • 23% Web chat • 22% Facebook • 17% CSR Consumers Are Rapidly Expanding The Range Of Ways They Engage With Organisations
  17. 17. As Customers Bounce Around Channels Expectations For A Seamless Service Are High 47% 53% Used more than 1 channel Used 1 channel only 78% Not repeating information 74% Company combining info collected from different interactions to provide seamless service 67% Company knowing history across different channels
  18. 18. Customers Organisations Customer Experience • Simplicity • Transparency • Consistency • Collaborative • Generate revenue with a customer experience strategy • Traditional, product-oriented business models no longer work • Responsive, customer-driven cultures • Single, personalised relationship with ALL customers • Anticipate customer needs • Identify and solve issues before they affect customer satisfaction Customer Experience Management Is Now More Complex
  19. 19. Poll Does your organisation have an enterprise wide customer experience strategy? Yes No Don’t Know
  20. 20. Despite The Importance Of Customer Experience Organisations Are Yet To Fully Embrace It…
  21. 21. Have customer experience strategy Existence of sub strategies within customer experience strategy Level of C- Level Support Australian Organisations Have Been Segmented Based On Their Customer Experience Maturity
  22. 22. Customer Experience Maturity Is Proven To Drive Better Business Performance 0 2 4 6 8 10 12 0% 20% 40% 60% 80% 100% 120% ImpactonRevenueGenerationIndex Customer Experience Maturity Index
  23. 23. More Mature Customer Experience Organisations Offer A Wider Range Of Contact Methods To Customers… 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Web Self-service Web Chat Facebook Mobile Device % implementation by 2018 Top 30% CX Orgs Bottom 30% CX Orgs No CX Strategy
  24. 24. …And Are Investing More In Social Media, Integrated Customer Management And Web Chat Technology Social media technology 73% Integrated customer management 73% CRM 67% Web chat 67% Internal collaboration tools 67% Mobile device management 67%
  25. 25. Social Media’s Influence 77% consumers have changed their mind about buying a product or service because of comments/recommendations made on social media
  26. 26. Currently maintain a Facebook channel for customer service Of organisations will have some social media customer service operating by 2018 67%38% Social Media Investment And Implementation Is Forecast To Grow Significantly
  27. 27. Poll Which department is most responsible for the management of the social media interactions in your organisation? 1. Marketing 2. Contact Centre 3. IT 4. Don’t know
  28. 28. However There Are Significant Challenges Still To Overcome
  29. 29. 1 2 3 4 5 6 Listening and Monitoring Community Engagement Primary Sales Channel Marketing Platform Customer Service Channel Customer Communications Channel Social Media Evolution
  30. 30. 1 2 3 4 5 6 Listening and Monitoring Community Engagement Primary Sales Channel Marketing Platform Customer Service Channel Customer Communications Channel Social Media Evolution
  31. 31. Currently operate customer service via a mobile device Of organisations will have some mobile customer service operating by 2018 82%34% Mobile Device Implementation Is Set To Expand Rapidly
  32. 32. However There Are Significant Challenges Still To Overcome
  33. 33. Implementation Challenges…… Social media implementation –40% - security/privacy concerns –37% - lack of resources –26% - cost –23% - not having the right technology/ being able integrate with other systems Mobile device implementation –35% - lack of the right technology –32% - lack of resources –29% - security/privacy concerns
  34. 34. Key Messages 1. Consumers have more channel choice than ever before but expect seamless customer experience 2. Companies that adopt and have a mature customer experience strategy generate more revenue than companies that do not 3. Although companies are investing in social and mobile channels, they are not fully integrated and therefore deliver inconsistent experiences
  35. 35. Legacy Software Is Disconnected From Customers
  36. 36. Deliver Amazing Service Everywhere Agent Collaboration Motivate & PerformSocial Phone & Email Communities Agent Console Knowledge Base Analytics MobileWeb Self- service
  37. 37. The Service Cloud For Small Business Support Your Customers Across Any Channel Easy to Get Up and Running Help Your Customers Help Themselves Social Support Case Management Self- Service Mobile Access Simple Setup Knowledge Base Multilingual Support Business Insights
  38. 38. Market Leaders Market Leadership Product Leadership Market Leadership Leader Contact Center Leader Social CRM Leader Customer Service Champion Customer Service Management Market Leader #1 Case Management #1 Web Support 34,000 Customers
  39. 39. Helping Customers Succeed Across All Metrics +37% Source: Customer Relationship Survey conducted March 2013, by an independent third-party, Confirmit Inc., on 5,200+ customers randomly selected. Response sizes per question vary. Decrease in Support Costs +35% Agent Productivity +40% +41% Customer Retention +34% First Call Resolution Increased customer satisfaction
  40. 40. Further Discussion John Ward Regional Director, Service Cloud APAC Chris Kirby, Head of Customer Experience Research, Fifth Quadrant
  41. 41. Questions?
  42. 42. Please provide your feedback when you exit from GoTowebinar