customer centricity workshop · this presentation may contain forward-looking statements that...
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Forward-Looking Statements
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This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materializeor if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by theforward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including anyprojections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regardingstrategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services ortechnology developments and customer contracts or use of our services.
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M a k e I t S i m p l e
Customer Expect Simpler Experiences
Know me Help me as a team Adapt to my situationGive me control
6NPSfor telecomproviders*for telecomproviders*
72NPSfor new entrantsfor new entrants
* Temkin Group, 2015
But Providers aren’t Meeting Expectations
Most Customers Research by Asking Their Friends or ByBrowsing the Website
However, Before Completing Purchase, Most Customers Turn to TheCall Center or StoreCustomer Expect to Get Consistent Service Across Channels
Customers Want a Seamless Experience, but Operators areNot Providing It
Mobile Self Service is Under UtilizedMostly used to view bill/consume services, not yet for customer service
Seamless Omni-Channel Experience, Proactive CustomerEngagement and Simplified Charging Would Increase LoyaltyMaking it Simple for Customers Would Make Them Stay
Do You Have a Customer-centered Culture?
Do you allow customers to disconnect online?
Do you treat existing or new customers better?Are you easy to do business with?
Are employees trusted to resolve customer issues?
Systems ofRecord
Systems of Record Simply Cannot DeliverEffortless Customer ExperiencesTechnology focused on internal operations, not engagement
ServiceAssurance
OrderManagement ProvisioningBilling Product
Master WFM
Internal Focus
Systems ofRecord
Omni ChannelPlatform of Engagement
Platform ofEngagement AppsAppsMDUMDU
Self Service.COM
Self Service.COM
SocialCareSocialCare
FieldTechsField
TechsDirectSalesDirectSales
IndirectChannelIndirectChannelRetailRetail
CallCenters
CallCenters
eCareeCare Comm-unitiesComm-unities
ServiceAssurance
OrderManagement ProvisioningBilling Product
Master WFM
Customer-centricAgilePowered by data science
SocialSocial
MobileMobile
CloudCloud
DataScience
DataScience
thank y u
Customer Get The Best Customer Service During First Installand When They Threaten to LeaveImproving Experience of Long Tenured Customers can Prevent Churn
Growth in Communications: Powered by CustomerSuccess
B2C: Omnichannel LeadManagementImprove loyalty & NPS with 1:1 journeys through the customer’spreferred channels
Transformed Prospect Management across Web, Mobile, CallCenter and Retail
Shopping cart can be transitioned to call center and/or store
5% Increase in Lead Conversion Rates
B2B & B2C: Subscriber ServiceBoost NPS & loyalty with exceptional assisted & unassistedservice everywhere
Transformed Sales & Contact Center across B2B and B2C
12% reduction in call transfers and repeat calls4% improvement in first call resolution24% improvement in order accuracy10% improvement in Likelihood to Recommend