the customer experience - ledgeview partners...1:00 what’s possible with microsoft dynamics...

The Digital Transformation of the Customer Experience

The Customer Experience

Julinda PrekopSR Account Executivejprekop@ledgeviewpartners.com

Agenda

What and Why: Digital Transformation?

Organizational Alignment

So Many Options

Be Proactive

Rapid Response

Customer Experience

Orders and E-commerce

How to get started

What and Why?

What is Digital Transformation

Engage Customers

Empower Employees

Optimize Operations/

Processes

Connected Data

Customer Expectations Growing

Source: https://blogs.technet.microsoft.com/msuspartner/2017/02/03/dynamics-365-portals-overview/

Life Time Value

What Can Drive the Balance

B2B Customer Expectations

Source: https://blog.apruve.com/7-strategies-to-increase-b2b-wholesale-sales

What Are They Saying?

Source: http://www.ci-group.com/infographic-marketing-today-vs-yesterday/

Organizational Alignment

Where is Your Focus

Source: http://www.successwithcrm.com/customer-centric

Company-wide Strategy

Source: http://www.r2integrated.com/r2insights/be-customer-centric-not-brand-centric

Customer Centric Culture

Source: http://www. dynamicbusiness.com.au/small-business-resources/growing/how-to-create-a-customer-centric-culture-29022012.html

Customer Centric Culture

Source: http://www. dynamicbusiness.com.au/small-business-resources/growing/how-to-create-a-customer-centric-culture-29022012.html

Customer Centric Culture

Source: http://www. dynamicbusiness.com.au/small-business-resources/growing/how-to-create-a-customer-centric-culture-29022012.html

Customer Centric Culture

Source: http://www. dynamicbusiness.com.au/small-business-resources/growing/how-to-create-a-customer-centric-culture-29022012.html

Retention and Advocacy

Source: ClickDesk and i-scoop

So Many Options

Omni-Channel

A comprehensive customer service solution that lets contact centers push work to their agents in real time.

The Digital Experience

Source: Salesforce

Expectations vs. Capabilities

Source: https://www.accenture.com/us-en/insight-mastering-omni-channel-b2b-customer-engagement

CRM, Portals, and Communities

Be Proactive

Overall Experience

Share Information

Self-service information Forums

Knowledge

Articles

Blogs

Newsletters

Social Listening

Stay informed about customers

Cross Sell/Upsell

Request Feedback

What are they saying about you

Articles, Knowledge and More

Stay on Top of Changes

Cross Sell

Upsell / Suggested Products

Customer Input – Polls

Customer Input – Surveys

Customer Input – Surveys

Social Listening

Listen and Act Create Cases from Social Post

Analytics

Monitor Sentiment

Rapid Response - CSR

Service

Cases (Tickets) CSR vs. Customer experience

Ability for customer to create

Customer can see current status of all cases

Create a case from Live Chat

Customer can collaborate with you about a case

Quality Cross Dept. communication

Trends

Service Cases

Salesforce Service Console

Dynamics Service Desk

Phone Integration

Chat

Customer Experience

Create a Customer Experience

Create a Partner Experience

Information

Information – Forums, Posts

Knowledge and More

Secure Information

Submit / Monitor Cases

Online Collaboration

Orders and E-commerce

Product and Order Information

Extend into E-Commerce

How to Get Started

Getting Started

Why Transform? Is your customer asking for this

How would your company benefit

Organizational Alignment Consider forming a cross functional team

Continue learning – more sessions this afternoon 1:00 What’s Possible with Microsoft Dynamics Portals

2:00 What’s Possible with Salesforce Communities

2:00 Using Customer Service with Dynamics 365

Whats Possible with Customer Service in Salesforce – presented earlier today

SESSION OBJECTIVES

WRAPUP