customer impact
TRANSCRIPT
Customer impact
Dynamic Business Event
www.pwc.com
Serge HanssensApril 2013
PwC
Agenda
a) CRM Trends
• Mobility: anywhere, anytime
• Social media: monitor and engage
• Intelligence: bring value to your business
b) C-level priorities
c) Conclusions
Slide 2
PwC
Quiz
This section is interactive, you can use your voting pads!
Slide 3
PwC Slide 4
0%
100%
0%
0%
0% 1. Cyber Risk Market
2. Credit Rating Matrix
3. Customer Reactivity Measure
4. Customer Relationship Management
5. First time I see it
What does CRM mean ?
PwC Slide 5
38%
19%
43%
0%
0% 1. Oracle
2. SAP
3. Microsoft
4. Salesforce
5. Don’t know
What is the best CRM software ?
PwC
CRM trends
1. Mobility: anywhere, anytime
2. Social Media
3. Intelligence
• Flexibility, integration and interfacing are key competitive advantages
Slide 6
PwC Slide 7
48%
29%
14%
0%
10% 1. 3.7 b
2. 4.8 b
3. 5.3 b
4. 6.1 b
5. 6.9 b
How many mobile subscriptions in 2013 ?
1 Mobility
PwC
75% of the world population had already subscribe for a mobile in 2011, today it is more than 96%
1 Mobility
0
1
2
3
4
5
6
7
8
Mobile subscribers world population
Bil
lio
ns
2011
2013
6.9 b6,9 b
7,1 b
5.3 b
Source : Statistics from the
International Telecommunication
Union (ITU)
Slide 8
PwC Slide 9
43%
43%
14%
0%
0% 1. 12 %
2. 23 %
3. 36 %
4. 55 %
5. 74 %
In the USA, what is the % of the people accessing the web with their mobile devices?
1 Mobility
PwC
Mobile access to internet in % of the total population (USA)
1 Mobility
50%
55%
60%
65%
70%
75%
80%
85%
90%
PC accesss Mobile access
2012
2016
+50%
84%
Source: PwC’
Slide 10
PwC Slide 11
21%
47%
11%
11%
11% 1. 4%
2. 8%
3. 12%
4. 20%
5. 34%
What is the % of B2C spending on the internet today ?
1 Mobility
PwC
B2C spending1 Mobility
0%
5%
10%
15%
20%
25%
mcommerce
2012
2016
4% ($80 b)
16%
($554 b)X 4
Source: PwC’
Slide 12
PwC
56% of Senior Executives will invest more in Mobile technologies in 2013compared to 2012
56%
30%
20% 30% 40% 50% 60% 70%
Will invest more in 2013
Curently investing in
Mobile technologies for customers
World
Americas
Europe
Asia-Pac
1 Mobility
Source: PwC’
Slide 13
PwC
CRM trends
1. Mobility
2. Social Media: monitor and engage
3. Intelligence
• Become key to influence customers decisions making process
Slide 14
PwC Slide 15
16%
11%
11%
21%
42% 1. > 1 b
2. 900 M - 1 b
3. 800 - 900 M
4. 700 - 800 M
5. 500 - 700 M
How many are Facebook’s active users in the world ?
2 Social Media
PwC
Almost one billion active users on Facebook within 7 years
Source : Facebook, Youtube, Twitter, Google+, Linkedin,
Pinterest (2012)
2 Social Media
0
200
400
600
800
1000
1200M
illi
on
s
World
US
Slide 16
PwC Slide 17
11%
11%
11%
0%
67% 1. > 1 b
2. 800 m - 975 m
3. 750 m - 800 m
4. 500 m - 750 m
5. 250 m – 500 m
How many people did see the Gangnam Style video on the internet within less than 6 months ?
2 Social Media
PwC
The world largest watched video ever…
Social Media2
0
200
400
600
800
1000
1200
Mil
lio
ns
Gangnam Style views 2012
Gangnam style
Billion views
Source : ChannelmetterWeb observatory
Slide 18
PwC Slide 19
6%
6%
22%
17%
50% 1. Official brand blog
2. Youtube
3. Facebook’s brand page
4. Facebook’s personal page
5. Twitter
Where the customers are looking for a response about a brand ?
2 Social Media
PwC
Brands have to be present on social networks because it is what customers are expecting
Social Media2
Moreover they expect companies to have specific communication channels such as:
« The social media report 2012» by Nielson and NM Incite
Slide 20
PwC Slide 21
27%
40%
20%
13%
0% 1. 15 to 45 %
2. 29 to 59 %
3. 39 to 69 %
4. 49 % to 89 %
5. More than 90 %
What is the % of customers that will abandon their purchase due to a bad customer experience/service ?
2 Social Media
PwC
Social network customer is much more demanding....
• Good experience– spending amount will increase by 11 to 21%
• Bad experience –83 to 49% of customers will abandoned theirpurchase intention
2 Social Media
Source: « The social media report 2012» by Nielson and NM Incite
Slide 22
PwC Slide 23
11%
44%
39%
6%
0% 1. Negative growth
2. Stable growth
3. Growth between 0 and 10 %
4. Growth > 10 %
5. No relation can be made
Companies with a :
Which type of companies are more using the social networks ?
2 Social Media
PwC
High growth companies are more connected to social media than others 2 Social Media
0%
5%
10%
15%
20%
25%
30%
35%
40%
Daily Never
Frequency of use / growth of the company
Negative
Stable
0 to 10%
More than 10%
How social technologies
drive business success
Slide 24
PwC
Mobility and social media investments are increasing rapidly 2 Social Media
0% 20% 40% 60% 80%
Marketing Email
Website
Mobile solutionSMS/MMS
Social Media
Mobile Application
Companies Investment priorities
2011
2012
Growth
Stable
Decrease
Source: PwC
Slide 25
PwC
Collaborative innovation: “let customers talk about how they feel our future”
Some social media ex: Some product ex:
2 Social Media
• “L’atelier SFR” for mobile technologies in French telecom
• “Quirky” is a partnership between a US social website and Auchan
• “Novin” a French collaborative innovation portal
• “Renault SA” use of collaborative innovation to custom its offer
FEMTO box (3G relay )
STEM Citrus Spritzer
DIGIT text with gloves on
Slide 26
Creative social networking: customer targeting
Godiva Chocolatier create d an affordable product line. Gems was the biggest global launch ever for Godiva, ringing up $35 million on a product that may reach 10% of the company’s worldwide sales in its first year (2010).
PwC
CRM trends
1. Mobility
2. Social Media
3. Intelligence: bring value to your business
• The “Voice of the customer” give key insights on trends and needs
Slide 27
PwC Slide 28
0%
12%
65%
12%
12% 1. In the 19th century
2. In the 19th and 18th centuries
3. In the 20th, 19th, 18th and 17th centuries
4. Until 2003
5. Don’t know
We produce today a volume of data in two days that is equivalent to what humanity has produced…
Intelligence3
PwC Slide 29
0%
30%
10%
25%
35% 1. Mobile technology
2. Business intelligence
3. Cloud computing
4. Social media
5. None of those
What will be bring the greatest positive impact on your business over the next five years ?
Intelligence3
PwC
Business Intelligence is the second priority….
Intelligence3
20% 30% 40% 50% 60%
Social media
Cloud computing
Business intelligence
Mobile technology
Which do you believe will have the greatest positive impact on your business over the next five years ?
Source: PwC, Oxford Economics and Gartner - “The new digital economics”
Slide 30
PwC Slide 31
68%
21%
0%
5%
5% 1. 10 % or less
2. 10 % to 20 %
3. 20 % to 30%
4. 30 % to 40 %
5. More than 40%
How many firms consider that they have a lack in Business Intelligence (BI) ?
Intelligence3
PwC
Over 1/3 of companies do not have the right BI tools (PwC)
Intelligence3
0% 10% 20% 30% 40% 50%
Developing market
Developed markets
TIC and entertainment
Retail and consumer
Manufacturing
Life sciences
Financial services
The risk of not having real-time tools to BI strategy
Source: PwC,
Slide 32
PwC
C-Level Priorities
• Customer is at the center of C-Level concerns
• 1.300+ C-Level surveyed
Source: PwC 16th Annual Global CEO Survey 2013
Slide 33
PwC Slide 34
13%
0%
33%
20%
33% 1. R&D and innovation
2. Implementing new technology
3. Growing there customer base
4. Filling talent gaps
5. Improving operational effectiveness
What is C-Level first investing priority ?
PwC Slide 36
28%
6%
11%
33%
22% 1. New product or service development
2. Organic growth in existing domestic market
3. Organic growth in existing foreign market
4. New operation(s) in foreign market
5. New M&A / joints ventures / strategic alliances
Which of the following do CEOs see as the main opportunity to grow their business in the next 12 months ?
PwC
These opportunities require solid insights and customers centered organizations
2
1
Slide 37
PwC Slide 38
12%
6%
35%
24%
24% 1. Less than 30 %
2. 30 to 50 %
3. 50 to 70 %
4. 70 to 80%
5. More than 80 %
How many CEOs expect customer strategy changes over the next 12 months ?
PwC
C-Levels anticipate some to major change over the next 12 months
31%
44%
32%
51%
42%
55%
17%
13%
12%
82%
86%
87%
Slide 39
PwC
Conclusions
• Better, faster and fully integrated customer experience
Slide 40
PwC
Mobility and social engagement is the norm, analytics will be key to win more business and develop competitive advantage.
Integrated customer
experience
• Mobility: anywhere, anytime• Social media: monitor and engage• Intelligence: bring value to your business
Key trends
• Customer are much more demanding• Fast growing companies/markets are leading • C-Levels strongly focus their priorities on Customers
Key outcome
Slide 41
PwC
Benefits :
• Differentiate your company services & products
• Increase customer loyalty, satisfaction and margins
• Lower customer churn rate and acquisition costs
• Expand market share
• Be in control of the relationship and ahead of the trends / needs
Slide 42
Customer impact, let’s exceed expectations ...
Serge Hanssens
Tel.: (+352) 49 48 48 – 2289
This publication has been prepared for general guidance on matters of interest only, and does not constitute professional advice. You should not act upon the information contained in this publication without obtaining specific professional advice. No representation or warranty (express or implied) is given as to the accuracy or completeness of the information contained in this publication, and, to the extent permitted by law, PricewaterhouseCoopers S. à r.l., its members, employees and agents do not accept or assume any liability, responsibility or duty of care for any consequences of you or anyone else acting, or refraining to act, in reliance on the information contained in this publication or for any decision based on it.
© 2013 PricewaterhouseCoopers S. à r.l.. All rights reserved. In this document, “PwC” refers to PricewaterhouseCoopers S. à r.l. which is a member firm of PricewaterhouseCoopers International Limited, each member firm of which is a separate legal entity.
Björn Schmidt, Manager
Tel.: (+352) 49 48 48 – 54 51
E-mail: [email protected]
Thank you for your attention...