The Customer Experience - Ledgeview Partners...1:00 What’s Possible with Microsoft Dynamics...
Transcript of The Customer Experience - Ledgeview Partners...1:00 What’s Possible with Microsoft Dynamics...
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The Digital Transformation of the Customer Experience
The Customer Experience
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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
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What and Why?
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What is Digital Transformation
Engage Customers
Empower Employees
Optimize Operations/
Processes
Connected Data
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Customer Expectations Growing
Source: https://blogs.technet.microsoft.com/msuspartner/2017/02/03/dynamics-365-portals-overview/
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Life Time Value
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What Can Drive the Balance
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B2B Customer Expectations
Source: https://blog.apruve.com/7-strategies-to-increase-b2b-wholesale-sales
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What Are They Saying?
Source: http://www.ci-group.com/infographic-marketing-today-vs-yesterday/
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Organizational Alignment
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Where is Your Focus
Source: http://www.successwithcrm.com/customer-centric
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Company-wide Strategy
Source: http://www.r2integrated.com/r2insights/be-customer-centric-not-brand-centric
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Customer Centric Culture
Source: http://www. dynamicbusiness.com.au/small-business-resources/growing/how-to-create-a-customer-centric-culture-29022012.html
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Customer Centric Culture
Source: http://www. dynamicbusiness.com.au/small-business-resources/growing/how-to-create-a-customer-centric-culture-29022012.html
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Customer Centric Culture
Source: http://www. dynamicbusiness.com.au/small-business-resources/growing/how-to-create-a-customer-centric-culture-29022012.html
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Customer Centric Culture
Source: http://www. dynamicbusiness.com.au/small-business-resources/growing/how-to-create-a-customer-centric-culture-29022012.html
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Retention and Advocacy
Source: ClickDesk and i-scoop
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So Many Options
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Omni-Channel
A comprehensive customer service solution that lets contact centers push work to their agents in real time.
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The Digital Experience
Source: Salesforce
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Expectations vs. Capabilities
Source: https://www.accenture.com/us-en/insight-mastering-omni-channel-b2b-customer-engagement
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CRM, Portals, and Communities
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Be Proactive
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Overall Experience
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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
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Articles, Knowledge and More
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Stay on Top of Changes
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Cross Sell
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Upsell / Suggested Products
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Customer Input – Polls
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Customer Input – Surveys
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Customer Input – Surveys
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Social Listening
Listen and Act Create Cases from Social Post
Analytics
Monitor Sentiment
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Rapid Response - CSR
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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
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Service Cases
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Salesforce Service Console
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Dynamics Service Desk
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Phone Integration
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Chat
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Customer Experience
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Create a Customer Experience
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Create a Partner Experience
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Information
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Information – Forums, Posts
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Knowledge and More
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Secure Information
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Submit / Monitor Cases
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Online Collaboration
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Orders and E-commerce
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Product and Order Information
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Extend into E-Commerce
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How to Get Started
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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
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SESSION OBJECTIVES
WRAPUP
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