become customer centric company - confinn€¦ · intelligence is transforming the customer...
TRANSCRIPT
1700s 1800s 1900s Today
1st Industrial Revolution
Steam
2nd Industrial Revolution
Electricity
3rd Industrial Revolution
Computing
4th Industrial Revolution
Intelligence
Fourth Industrial Revolution Intelligence is transforming the customer experience
The Four Sales Revolutions
1818 1946 1995 TODAY
2nd Sales Revolution
Telesales 1st Sales Revolution
Door-to-Door
3rd Sales Revolution
Sales Force
Automation
4th Sales Revolution
Intelligence
“Your deal is
trending down.”
Digital is Empowering Customers More Than Ever
Source: Global Contact Center Benchmarking Report, Dimension Data 2016
Phone & Email
Web
Social
Messaging
6 billion smartphones
3 billion users
80 billion messages/day
1 billion websites
Mobile apps
THE FOURTH INDUSTRIAL REVOLUTION
Customer Expectations Have Changed The Fourth Revolution means new demands on sales reps
80 %
of B2B buyers expect
a B2C experience
How customer makes the decision
Need
Solution
Price
Risk
Customer is looking online for the
solution until he finds it.
Customer most likely will buy from the
company which will respond quickest.
40% of information passed from
Marketing to Sales is lost.
The Customer Experience Gap
Your
Company Your
Customer
Source: "State of the Connected Customer," Salesforce Research, October 2016
of consumers will switch brands if a company doesn’t
personalize communications to them 52% Siloed Data
Siloed Channels
Siloed Departments
Turn Moments in Journeys
NEW
PURCHASE
UPSELL WELCOME SITE VISIT INACTIVITY SERVICE
ALERT
POST
PURCHASE
SURVEY
PARTNER
ONBOARDING
RE-
ENGAGEMENT
SOCIAL
RESPONSE
PRODUCT
TRAINING
TRANSACTION
CONFIRMATION
CUSTOMER
LOYALTY
MILESTONE
CLOSE
ACCOUNT
DOWNLOAD
APP
RESPONDS TO
AN AD
HR OR
EMPLOYEE
The Age of the Customer
Connect to your customers
in a whole new way
Assisted Service
Actionable Analytics
Unified Commerce Intelligent
Communities
Predictive Marketing
Smart Apps A Single View
of the Customer
Guided Sales
Connected Products
How Salesforce Enables Seamless Consumer Journeys
Sample Consumer Journey
Evangelizes experience on
Consumer clicks
targeted ad
Downloads loyalty app
Is directed to commerce
experience
Buys product
Gets suppressed from ad
campaign
Finds fellow hobbyists on
customer community
Contacts support via text and gets
issue addressed
Receives special offer after
abandoning shopping cart
Is put on cross-sell journey
Journey Builder
Listen for Customer Cues Anticipate – and react to – events in real time
Connect the Entire Experience Connect all digital channels, along with sales & service
Automate Interactions Build a unique journey for every individual, at scale
Analyze to Offer the Best Experience Understand engagement and pivot easily
73% of high-performing marketers say journeys
positively increase customer engagement Salesforce State Of Marketing
Build 1-to-1 customer journeys
Understand and Improve Campaign Performance
The right metrics in the right place The exact success metrics you need layered directly over
your canvas for a clearer view of program health
Make changes that matter Spend less time jumping around between reports and
more time making improvements
Understand success on every level View high-level program health, drill down for detail, or
see success across all campaigns with built-in reports
Customers ROI
Sales Service
Marketing
Community
Analytics
Apps
32% Increase in
Customer Satisfaction
30% Increase in Lead
Volume
29% Increase in Revenue
+ +
+
39% Increase in
Customer Retention
+
39% Faster Configuration
+
43% Faster Decision Making
+
Average Percentage Improvements Reported by Salesforce Customers Source: Salesforce Customer Success Metrics Survey conducted 2015-2017 among 226 customers who switched from a Microsoft solution for CRM to Salesforce, randomly selected. Response sizes per
question vary.
Sales Cloud Drives Customer Success
Service Cloud Platform Drives Customer Success
Customer
Retention
+ 30%
Agent
Productivity
+ 32%
Faster Case
Resolution
+ 31%
Average Percentage Improvements Reported by Salesforce Customers
Source: Salesforce Customer Success Metrics Survey conducted 2015-2017 among 7,000+ customers randomly selected.
Response sizes per question vary.
in customer
satisfaction
+32%
Decrease in
Support Costs
25%
GDPR readiness means you can focus on the customer experience
Deliver Personalized Service That Customers Can Trust
Service Cloud Mobile App
Lightning Service Console Consent
Custom objects and fields provide for richer consent regimes and
intent
Right to be forgotten
User objects can have their fields nullified or anonymized and be
deactivated to prevent further @-mention and use
Restriction of processing
Individual object can be used to store intent and trigger action.
Upon receiving a verified request to restrict processing records
can be identified, exported, and deleted
Data portability
Both end-user facing and API-driven options are available
including - Reports, Dashboards, API, Data Loader and more
