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CAS CRM

Colombia October 2012

Who am I ? Mircea Prelipceanu

CAS Software AG Head Office

Berlin

Karlsruhe

One of the TOP Technological regions of Europe Over 30.000 IT specialists and 9.000 Scientists and

Researchers The largest and prestigious IT Technical university in

Germany Top IT companies in Europe have here the HQ Technology History in Karlsruhe

Baron Drais von Sauerbronn invented the bicycle in 1817 Heinrich Hertz discovered electromagnetic waves Carl Benz, the inventor of the motor car

Technology Region Karlsruhe

CAS Software AG at a glance a few facts

Presence in 25 Countries in EMEA & LATAM

Over 200 Business Partners Worldwide with more than 600 consultants for CAS products

EMEA

LATAM

Quick Facts Ownership is 100% Private

Executive board and employees

Employees Over 450 people

Business >40 Mil. in 2011

Investments More than 20-30%% in new developments

Several participations in other companies

CAS Software AG

CAS Group:

more than 200.000 users are runing CAS Software products every day

Isabellenhtte

Brazil

Chile Turkey

CAS Software AG and others

Top CRM software companies in turnover values M

Specialist for SME

Top software producers * on the CRM market in Germany

Rang Enterprise Value M

2004 Value M

2005 04/05

1 SAP 114 122 7%

2 Siebel (now Oracle) 53 45 -15%

3 CAS Software AG 10,5 13 24%

4 PeopleSoft (now Oracle) 9,5 8 -16%

5 CAS GmbH 5 6 20%

6 update software 5 6 20%

7 Microsoft 4 5 25%

8 Cursor 3 3,5 17%

9 SuperOffice 2,7 3 11%

* exklusive BI-Spezialisten PAC, 2006

BRAND Name Awareness - Europe

Quality of the CAS CRM products - Europe

who are you?

CRM consultant says forget delighted customers, start thinking devoted customers

devoted customers?

not satisfied customers

not even delighted customers

devoted customers ...

why?

what percentage of customers feeling that customer

experiences generally exceed their expectations?

A: 20 %

D: 17 % C: 33 %

B: 2 %

Q1

what percentage of customers feeling that customer

experiences generally exceed their expectations?

A: 20 %

D: 17 % C: 33 %

B: 2 %

Q1

B: 2 %

exceed expectations 2% meet expectations 62% miss expectations 32%

(4% werent sure!)

source: american express global customer service barometer

customers feel:

customer service experiences generally.

What is the average length of time consumers are

prepared to queue?

A: 2 minutes

D: 7 minutes C: 10 minutes

B: 5 minutes

Q2

What is the average length of time consumers are

prepared to queue?

D: 7 minutes C: 10 minutes

B: 5 minutes

Q2

A: 2 minutes

The average time the consumer is prepared to

queue (compared to 5 minutes 6 years ago) 2minutes Source: Barclaycard

what is the % of customers who would do more

business with an organization that offered decent

customer care?

A: 20 %

D: 90 % C: 70 %

B: 50 %

Q3

what is the % of customers who would do more

business with an organization that offered decent

customer care?

A: 20 %

D: 90 %

B: 50 %

Q3

C: 70 %

source: American express global customer service barometer

70% would do more business with an organization that offered decent

customer care

what is the % of customers who have ended a

relationship with an organization because of bad

service

A: 13 %

D: 39 % C: 73 %

B: 86 %

Q4

what is the % of customers who have ended a

relationship with an organization because of bad

service

A: 13 %

D: 39 %

B: 86 %

Q4

C: 73 %

source: satmetrix

73% of customers end a relationship with

an organization because of bad service source: genesys telecommunications laboratories report the cost of poor customer service

Customer

6 out of 7 customers who

should complain, dont.

They silently take their business

elsewhere.

what is the total revenue lost by organisations due to

poor customer service, just in one country ?

A: 12,7 Billions

D: 19,2 Billions C: 750,5 Millions

B: 5,2 Billions

Q5

what is the total revenue lost by organisations due to

poor customer service, just in one country ?

A: 12,7 Billions

C: 750,5 Millions

B: 5,2 Billions

Q5

D: 19,2 Billions

source: American express global customer service barometer

poor customer service is costing organizations

19.2 BILLION !!!!!! only in UK

19.200.000.000

One billion

so,

what

does it

all

mean?

Treat them bad

They leave somewhere else

Lose a lot of money

and much more

but what you dont know ...

86 % of companies that change their supplier

express satisfaction with the previous supplier

so

forget

satisfaction

start think

devotion

... talking about customers ...

some customers have

high expectations

some customers have

low expectations

all customers either have

a great experience

or

a poor experience

look at it like this

high expectations

low expectations

a poor experience

a great experience

high expectations

low expectations

a poor experience

a great experience

delighted

delighted customers

are surprised by the level of service you provide

(positively surprised please!)

so

delighting customers is a good start

but

with time

expectations will rise

(which is a good thing)

the challenge is to consistently deliver

a great experience

high expectations

low expectations

a poor experience

a great experience

devoted

why?

devoted customers

stick with you

spend more

shout about you to others

the goal therefore is to create

devoted customers

how?

the more you engage with customers the clearer things become and the easier it is to determine what

you should be doing John Russell, President, Harley-Davidson Europe

so

give your customers a damn good listening to

give your customers a damn good listening to

44% of consumers say the majority of their

customer experiences are

banal

so

identify your barriers to giving a great experience

in every single industry

there is now overcapacity

of production and lack of capacity in terms of people

The age of abundance .

so

THINK

and

BE

different

its an ongoing process

be an enemy of the USUAL

aim this for

high expectations

low expectations

a poor experience

a great experience

high expectations

low expectations

a poor experience

a great experience

so

raise the bar

its not easy

occasionally customers will have

a poor experience

high expectations

low expectations

a poor experience

a great experience

disappointed

so

spot disappointment

ask

were you completely happy with our service?

act and

get back

this to

high expectations

low expectations

a poor experience

a great experience

devoted

this not

high expectations

low expectations

a poor experience

a great experience

disaffected

executives say that the way their organisations interact with customers will be the greatest challenge in their operations

Economist Intelligence Unit Business 2010

Why ?

Customer Complains - B2B

1 unhappy customer complain

25 unhappy customer Never formally complain

Each on those 26 unhappy customers Tells an average of other 10 people

About their experiences

260 people

who in turn each will tell in average of 5 more people

about what they heard

1300 people

For every single formal complain that reach your company there are in average of 1560 other people that knows about problems with your company

so

go for delighted

aim for devoted

spot disappointed

avoid disaffected

Creating

customers

means taking action,

not notes

so

dont just stand there.. do something!

so what are you going to

do?

take the first step in faith. You do not have to see the whole staircase. Just take the first step.

Martin Luther King

For sure you will

need some tools

Winning probabilities

Competition analyze

Lead management

Sales Report and analysis

Responsible workflows

Customers segmentation

Multi Channel campaigns

Marketing Budgets tracking

Event management

Customer Interaction analysis

SLA management

Hotline & Call Center

Help-Desk Portal

Ticketing System

Responses and satisfaction analysis

Time load calculations

Expenses internal/external

Milestones targets/risks

Resource planning

Complete Project reporting

Document management

3rd party systems integrations (eg.ERP)

Groupware

Task & Appointment planning

E-Mail

Workflows

Personnel management

Intelligent Address Management

Tools for your business

Where you can find so many tools ?

DONT WORRY !

Everything comes in one box !