Transformation… but
from where to where?
27th of November 2014
∙ Stefan Fillibeck
Change of communication habits…
>1.7 billion
>400 million
>6.8 billion
>100 views
social users
Mobile phones in use
Logic Point
tweets per day about product, services,
and brands
average number of times a person
checks their phone each day
2
The real game changers …
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3
Based on Internet and social networks…
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4
Shift in pre-sales…
9
Customers are
60%
10
of
business buyers say
when they are ready to
buy, they will find you
through the buying
process before they
talk to you
-IDG Enterprise
- Apple Inc.
Only
3%
of cold calls result in an appointment…
whereas
67%
of second-degree LinkedIn
referrals result in a meeting!
-Microsoft
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73%
of sales people using
social media to sell
outperform those who
don’t
-A Sales Guy
Consulting
5
It is not about the figures or devices…
Source: IDC
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A reverse process of selling and servicing today
The impacts…
The delimitation or evolution…
Voice calls
Disconnected
communicatio
n
Call center
IM, Chat,
Mobile
Internet
integration,
Web-RTC
Communication Center
CRM
Social listening
BI and analytics
Interactive customer
center
Finally it is not about the technology it is “just” about the
rapidly changing customer expectations
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About me…
Stefan Fillibeck - CEO of Logic point s.r.o.
Main business – Customer Relationship Management, Business reengineering,
Service Center and Customer Care Management, Business Consulting
Trend and technology research and development
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About us…
We see ourselves equally as competent
business advisors, process management
specialists and CRM experts.
This image is acknowledged through several
awards, certificates and partnerships
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10
About our customers…
A small excerpt of our prestigious national and international long-term
customers we have convinced with the quality of our products and services
Developing and implementing a company
wide integrated solution to support the
modern e-shop and the internal service
center
Developing and
implementing a panEuropean online content
management platform
based on Microsoft CRM
Implementing a holistic
CRM-Strategy in the banksector and leasing sector
System Optimization and
connection to the
internal e-shop and
introduction of tools for
managing marketing
campaigns
Implementation of MS Dynamics CRM for
Sales and Sales-Management for Opportunity
management and project management
Integration of Microsoft Dynamics
CRM to support all sales and service
processes
Logic Point
CRM-based Real estate
management in the areas
retail, industry, hotel and
investments.
Designing a worldwide
importer and car-dealer CRM
solution to optimize the lead, customer-, and service
management structure and to
support sales activities CZ
and SVK
Rolling out a CRM system to
optimize existing customer
contact management and service
management
Automotive CRM and
Service Management
implementation
IRELAND
Designing and implementing a
tailor-made solution to support
customer relationship
management and service
management
Automotive CRM and
Service Management
implementation
BARCELONA-ALGERIA
CRM-Solution for customer
management, contact
management and invoice
management
System integration of CRM and
the accounting system to support
financial processes
Developing and implementing a
solution to support sales and
back-office processes
Implementing the processes and
systems to support mortgage
management and customer service
activities
Integrating a contract
management and customer
care solution into an
international publishing
environment
Creating a powerful website
production and maintenance system
based on Microsoft CRM
11
Their demands…
Customers aims
Cross Channel history
Reaction and
As-Is situation
Data density
response times
CC System life-cycle
Content Quality
planning
20
40
60
Workforce
80
Management
100
Multi-Channel
contact management
Performance, KPI and
CSAT index tracking
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The Top-10 “real” requests…
360º
Cross Channel
history
Multi channel
Management
CTI + SBR
Triggered
Event/exception
handling
SMS
integration
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Real-Time
Dashboards and BI
Social Network
and
Web-Integration
Process
Automation
Web Chat
and IM
KPI and SLA
Management
13
The needed Infrastructure…
It is not necessary to reinvent the wheel - It is important to fit the existing
wheels properly
Social
Sales
Marketing
Reporting
network
management and Statistics integration
Sales-Goal
Mobile
management
integraton
tools
Service
management
Analytical
Data
CRM
mining
CRM-Layer
Campaign
Customer
management
segmentation
Existing Systems
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PBX / Call
ERP
Order
Production/
other
Center
System
entry
Finance
Databases
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… and new Customer Centricity
Personal mindset
Empathy
Dependability
Management
pa
Communi-
ness
Trust
Competence
ct
cation
s
Information
Organization
Project
managemen
Task
Leadership
skills
management
Self
Organization
Comfort
Customer
centricity
Certainty
Solution
orientation
Conviction
Optimization
Improvement
Benefits
Reliability
Methodology
Flexibility
Cost
reduction
Efficiency
Business
Analytical
knowledge
capabilities
focus
Process know-
Impact under-
how
standing
Can-Do attitude
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Operational excellence
Escalation
management
Persuasive-
Innovation
Im
Professional apporach
Friendliness
Proof of
expertise
es
This is what makes the
difference today and supports
your business tomorrow
Sincerity
Personal
consulting
l
ab
er
Comfort with your professionalism
TroubleShooting
liv
De
products/services
Helpfulness
Know-How
ns
Conviction about your
sion
t io
ta
Certainty about your capabilities
Comprehen-
ec
Trust in your mindset
p
Ex
The mission is to engage in a
partnership with a customer and
inspire:
The available insights…
• 90% of consumers regularly research
products online before buying them.
• 44% of consumers today complain
about products and services by social
networks, and they are more likely to
accept what they hear through social
networks over advertising.
• 20% of customers who do complain by
social media expect a response within
one hour.
Logic Point
Listen to the voices of your
customers, prospects with
embedded social insights
Track products, brand,
competitors, and
campaigns in real-time
Identify and connect with
influential voices in the
community
Get alerted when
sentiment changes
Realtime Content…
Here, I can see Jim’s role at Northwind
Traders. I can see that the company
has just completed an acquisition –
does that make this opportunity even
bigger than I had thought? I can see
where Jim has previously been
employed. Are those existing
customers of ours? You can start to see
how much you can learn about this
prospect from right within your system.
Logic Point
Get real-time company
and contact
information from many
sources
Immediate insights into
your customers from
directly within your
CRM experience
Spend time focusing on
how to proactively help
your
customers…become
that trusted business
partner
Finally the good message is…
Customers know what
they want
Good reviews increase
your chances by over 70%
The needed technology is
already available
CRM is available for all
target groups
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Sales is getting easier if
the agents are skilled
Social media can be
actively used for lead
and feeback management
Social analytics show you
new market opportunities
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Questions…
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