the customer experience - ledgeview partners...1:00 what’s possible with microsoft dynamics...
TRANSCRIPT
The Digital Transformation of the Customer Experience
The Customer Experience
Agenda
What and Why: Digital Transformation?
Organizational Alignment
So Many Options
Be Proactive
Rapid Response
Customer Experience
Orders and E-commerce
How to get started
What and Why?
What is Digital Transformation
Engage Customers
Empower Employees
Optimize Operations/
Processes
Connected Data
Customer Expectations Growing
Source: https://blogs.technet.microsoft.com/msuspartner/2017/02/03/dynamics-365-portals-overview/
Life Time Value
What Can Drive the Balance
B2B Customer Expectations
Source: https://blog.apruve.com/7-strategies-to-increase-b2b-wholesale-sales
What Are They Saying?
Source: http://www.ci-group.com/infographic-marketing-today-vs-yesterday/
Organizational Alignment
Where is Your Focus
Source: http://www.successwithcrm.com/customer-centric
Company-wide Strategy
Source: http://www.r2integrated.com/r2insights/be-customer-centric-not-brand-centric
Customer Centric Culture
Source: http://www. dynamicbusiness.com.au/small-business-resources/growing/how-to-create-a-customer-centric-culture-29022012.html
Customer Centric Culture
Source: http://www. dynamicbusiness.com.au/small-business-resources/growing/how-to-create-a-customer-centric-culture-29022012.html
Customer Centric Culture
Source: http://www. dynamicbusiness.com.au/small-business-resources/growing/how-to-create-a-customer-centric-culture-29022012.html
Customer Centric Culture
Source: http://www. dynamicbusiness.com.au/small-business-resources/growing/how-to-create-a-customer-centric-culture-29022012.html
Retention and Advocacy
Source: ClickDesk and i-scoop
So Many Options
Omni-Channel
A comprehensive customer service solution that lets contact centers push work to their agents in real time.
The Digital Experience
Source: Salesforce
Expectations vs. Capabilities
Source: https://www.accenture.com/us-en/insight-mastering-omni-channel-b2b-customer-engagement
CRM, Portals, and Communities
Be Proactive
Overall Experience
Share Information
Self-service information Forums
Knowledge
Articles
Blogs
Newsletters
Social Listening
Stay informed about customers
Cross Sell/Upsell
Request Feedback
What are they saying about you
Articles, Knowledge and More
Stay on Top of Changes
Cross Sell
Upsell / Suggested Products
Customer Input – Polls
Customer Input – Surveys
Customer Input – Surveys
Social Listening
Listen and Act Create Cases from Social Post
Analytics
Monitor Sentiment
Rapid Response - CSR
Service
Cases (Tickets) CSR vs. Customer experience
Ability for customer to create
Customer can see current status of all cases
Create a case from Live Chat
Customer can collaborate with you about a case
Quality Cross Dept. communication
Trends
Service Cases
Salesforce Service Console
Dynamics Service Desk
Phone Integration
Chat
Customer Experience
Create a Customer Experience
Create a Partner Experience
Information
Information – Forums, Posts
Knowledge and More
Secure Information
Submit / Monitor Cases
Online Collaboration
Orders and E-commerce
Product and Order Information
Extend into E-Commerce
How to Get Started
Getting Started
Why Transform? Is your customer asking for this
How would your company benefit
Organizational Alignment Consider forming a cross functional team
Continue learning – more sessions this afternoon 1:00 What’s Possible with Microsoft Dynamics Portals
2:00 What’s Possible with Salesforce Communities
2:00 Using Customer Service with Dynamics 365
Whats Possible with Customer Service in Salesforce – presented earlier today
SESSION OBJECTIVES
WRAPUP
