how mobile apps are transforming crm

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June 2011 How Mobile Apps Are Transforming CRM

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With so many smart-phones in use, mobile apps can now truly transform the customer life-cycle. The presentation covers apps which are impacting every phase of the life-cycle from awareness, loyalty, product discover, point of purchase, and customer support. Businesses have an opportunity to leverage / learn from these apps to better engage with their customers.

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Page 1: How mobile apps are transforming CRM

June2011

HowMobileAppsAreTransformingCRM

Page 2: How mobile apps are transforming CRM

Mobile Apps – Transforming CRM

Page 3: How mobile apps are transforming CRM

MobileApps–Impac>ngEn>reCRMLifecycle

Page 4: How mobile apps are transforming CRM

-  Areas of Impact - Offers & Coupons

- Loyalty Program Management

- In-store Footfalls

- In-store Product Availability

- Real Time Product Review / Comparison

- Point of Purchase

- Customer Self-Service

MobileApps–ImpactonCRMFlow

Page 5: How mobile apps are transforming CRM

Mobile Apps – Offers & Coupons

Page 6: How mobile apps are transforming CRM

Source:hGp://www.ruGers.com/?page_id=305

RuGersCovenienceStoreApp

 RuGer’sisaPennsylvania,US‐basedconveniencestorechain

 TheApphelpedusersto: LocateclosestRuGer’sstoresandgetdirec>onsfromyourcurrentloca>on

 Getreal‐>megaspriceinforma>onforRuGer’sstores

 Getinstantalertsaboutspecialpromo>onsanddealsavailableatRuGer’sstores

 Redeempaperlessmobilecouponssentdirectlytotheirsmartphones

 Leverageloyaltycardduringpurchasetoearndiscountsongasoline

Page 7: How mobile apps are transforming CRM

 Cardaginhelpslocalbusinessesstayinbusinessbyconnec>ngthemwiththeirmostloyalcustomers

 Businessescansenddailycouponstoindividualcustomers,usinginforma>onthateachuserhasappliedtoCardagin

 Cardaginhelpsusersconsolidatetheirloyaltycards,accumulatestatus,withouttheburdenofcarryingstacksofpaperandplas>cloyaltycards

 Checkforanycouponsthatmaybeavailableforthatbusinessandchoosethemostappealingoffertoredeem

 Recordloyaltypointstoearnrewards,andredeemrewardsearnedfrompriorvisits

Source:hGp://itunes.apple.com/us/app/cardagin/id381051635?mt=8#

Cardagin

Page 8: How mobile apps are transforming CRM

 Empowersmerchantstopushtherightofferstotherightcustomersinreal>meviageo‐targe>ng

 Providessimpletoolsformerchantstoloadoffers,couponsandincen>vesintotheapplica>on

 Enablescustomerstopromoteincen>veprogramsandcommunicateimportantinforma>onlikeproductrecallstocustomers

 Providesadeeplevelofcustomeranaly>cs,enablingmerchantstotailormarke>ngmessagesandpromo>onstomobilecustomers

 Helpssharecustomizedmerchantinforma>ontocustomerslikecontactinforma>on,storelocatorsandmobilecoupons

Source:hGp://www.mycardstar.com/

CardStar

Page 9: How mobile apps are transforming CRM

Mobile Apps – Loyalty Program Management

Page 10: How mobile apps are transforming CRM

 PlacePopisaloca>on‐basedserviceforbusinessestocreatealoyaltyprogramtorewardrepeatcustomers

 Businessescancreateamobileloyaltycardwithoutneedingtobuildnewtechnology

 Businessescancustomizetheircardwithlogo,images,customgree>ngsanddefinecard>ers(i.e.bronze,silver,gold,etc)

 Theappusesadevice’sGPSsystemtoiden>fyPlacePoppar>cipantsinthesurroundingareaanduserwish‐lists

 Businessesalsogetaccesstouserdemographicthroughac>vityfeeds,contentshared;analy>csonotherloca>onsvisited,facebookdemographics,etcSource:hGp://www.placepop.com/

Placepop

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Mobile Apps – Increase In-store Footfalls

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 ShopAlertsusesgeo‐fencingtechnologytocreateapre‐defined,virtualspacearoundapar>cularloca>on

 Itisnot>edtoanyoneapp,opera>ngplaborm,carrier,ordevice

 Supportsdeliveryoftext/richmediamessagetailoreddynamicallybasedonplace,day,>me,andCRMorcustomerloyalty/pastpurchases

 Customerscanopt‐intoreceiveShopAlertsmessagesandcustomizemessagingfrequencyandcontentpreferences

 Provisionforloca>onbasedqualita>veandquan>ta>vereportstosupportmeasureeffec>venessofmarke>ngstrategySource:hGp://placecast.net/shopalerts/index.html

PlacecastShopAlerts

Page 13: How mobile apps are transforming CRM

Mobile Apps – In-store Product Availability

Page 14: How mobile apps are transforming CRM

 Locatesnearestloca>onofretailerwhereproductisavailableandconciergeservicetoreserveproduct

 Providesdetailedinforma>onproductspecs(i.e.productcatalogs)andavailability

 Providesexactloca>ontousersonmapgeneratedinreal>mewithwalking&drivingdirec>onsbasedontrafficflow

 Productsfromover200,000retailersandproductmanufacturers.Offersmorethan3millionuniqueproductsacrosstheU.S

Source:hGp://www.jiwire.com/compass

JiWireCompass

Page 15: How mobile apps are transforming CRM

Mobile Apps –Product Review / Comparison

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 Allowsuserstosearchforproductsthroughimagecapture(forbooks,cd,dvds,games,etc)orvoice(sayingthenameoftheproduct)andalsosupportsscanningbarcodeofalmostanyproduct

 ItleveragesGoogleproductsearchtohelpuserscanfindprices,reviews,specs,andmore

 Userscanfindthebestpricesonlineandbuytheproductfromtheirfavoriteweb‐site

 Appallowsuserstofindnearbystores,thencallthem,getdirec>ons,andmore

 Appprovidesuserswithcura>onfeaturestobookmarkfavoritesandsharepar>cularproductdetailsthroughFacebook,TwiGer,etc

Source:hGp://www.google.com/mobile/shopper/

GoogleShopper

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Mobile Apps – Point Of Purchase

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 TheStarbucksmobilepaymentsofferingisa“touchtopay”system,whereapp’sbarcodecommunicateswiththein‐storescannerattheregistertomakethepayment(evenwithoutaphysicalcard)

 Userscanmanagetheirfunds,checkcardbalance,addaddi>onalfunds,reviewyourpurchasehistoryviathecardapp

 Registeredcardsareen>tledtoaddi>onalbenefitsthroughdiscounts,rewardsandspecialperkslikeafreedrinkonyourbirthdayorfreewifiaccessusingyourlaptopatanyStarbucks

 Supportsvariousmethodstorefillcard(Visa,MasterCard,etc)andsecurelyencryptsandtransmitsusercreditcardinforma>onusing256‐bitSSLencryp>on

Source:hGp://www.starbucks.com/coffeehouse/mobile‐apps/starbucks‐card‐mobile

StarbucksMobileCard

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Mobile Apps – Customer Self Service

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 UserscanleverageselfservicetomakeflyingwithDeltaairlinesmoreconvenientandrewarding

 Userscancheckinforupcomingflights,downloadmobileboardingpasses,selectseats,andrebookcanceledormisconnectedflights

 Supportscheckingflightstatus,terminalinforma>on,upcomingflightschedules,airportinforma>on,weather,etc

 Providesfeaturestomanageskymilesbalance,andconveniencefeaturesforfrequenttravelerslike"noteyourparkingspot”Source:hGp://www.delta.com/traveling_checkin/

travel_>ps/mobile/iphone/index.jsp

FlyDeltaApp

Page 21: How mobile apps are transforming CRM

About Kuliza

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Kuliza is a social technology firm focused inhelping companies leverage social so4ware,community pla8orms, mobile and cloudcompu;ng for improving business performance,communica>onandcustomerengagement.

AboutKuliza

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Kulizaofferscloudservicestoensureahasslefreeinfrastructuretosustainyourchangingneeds.Ourfocusareasare: Cloudconsul>ng Cloudhmigra>onandmanagement

Kulizaofferssolu>ontodesign,buildanddistributemobileappsforiOS,AndroidandBlackberry.Ourfocusareasare: MobileCRM Mobileloyaltyprograms MobileTransi>on

Kulizaofferssolu>onsfordesigningandbuildingsocialsoqwareandcommunityplaborms.Ourfocusareasare: Onlinecommuni>es FacebookApps SocialCommerce SocialCRM

Ourofferings

ZaSocial ZaMobile ZaCloud

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OurCapabili>es

Plan Build Manage

 Web app hosting

  Mobile / FB app hosting

  Drupal, Joomla Wordpress hosting

  Magento Hosting

 Social Strategy Roadmap

 Social Software Design

 Senior management workshops

  Interaction design

  Visual Design

 Design Research

 Design Prototyping (html, css, js)

  Drupal, Joomla, Wordpress

  Magento, Uberkart

  Java, php, Ruby,

  iOS, Andriod, Blackberry development

 Integration with Facebook, LinkedIn and Twitter APIs

Strategy Design Engineering Infrastructure

Page 25: How mobile apps are transforming CRM

Community

DigiWhirl:networkofexperiencedcommunitymanagers

Technology

Beevolve:Listeningplabormpartnersforcustomerengagementcommandcentre

Oblong:pioneersingesturecompu>ngwithtoolstotransformmethodsofengagement

MobStac:mobileenterprisereadypublishingplabormthathelpcompaniesdeliveradelighbulmobileexperiencetotheircustomers

UXD

ApparatusMedia:Leadingbou>queUXDandbranddesignfirm

Partners

Page 26: How mobile apps are transforming CRM

Ranked all India 10 and Asia Pacific 89 among the fastest growing technology companies by Delloitte

Ranked all India 3 and Asia Pacific 23 among the fastest growing technology companies by Deloitte

Recognized among the top 10 emerging Indian companies across all sectors for the year 2010 by NASSCOM

Achievements

Page 27: How mobile apps are transforming CRM

AskushowmobileappscantransformyourCRMKuliza.com|[email protected]|@kuliza

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[email protected] @ksarda