CRM and the evolution to XRM

28 May 2015

3 drivers

eCommerce is booming

•5,62B Euro•6,44 % of the total online retail•15% growth in 2014

Some figures – e-commerce in Belgium

Some figures – e-commerce in Belgium

Hash tag #CRMCXM

Wifi : ??

Let’s make it interactive

MarTech Landscape is complex

Marketing Technology landscap

The World is changing

IT Gravity

1) Parse out the tech management budget between IT expenditure and BT expenditure. If it's not in the 75/25 range, you've got gravity problems.2) At CIO staff meetings, carve out 15% of time to discuss how and if tech is directly improving your company's customer experience.3) The CIO and CMO should have bi-monthly get togethers

What have we learned ?

Sitecore

DEVICES

WORKLOADS

DEPLOYMENT

Sales Marketing ServiceExtended

CRM

Cloud

Relationships | Interactions | Process | InsightsFramework

On-Premises

Outlook Browser Phone / Tablet

MS Sharepoint

Scheduled BLOB transfer Expiration Interval Uni-/Bi-directional

SP Integration Wizard

Merak

How can we help ?

Define

“We can help define a unified platform”

Extend

“We can help extending Customer Relationship towards Customer Experience”

Convert

“We can help converting visitors into customers”

Simplify

“We can help simplifying systems”