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Learn about how Avtex thinks about CRM. Why is it our choice as a repository of all customer data? What kinds of capabilities has Microsoft built into their version of CRM that help it become the hub of your Customer Experience strategy? How does big data fit? How can you make it fun? Join Bart Sneary, VP of Microsoft Business Solutions, for a session outlining the core business value of Dynamics CRM as an optimal customer experience enabler.
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Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Leveraging CRM for Customer Experience Management
Bart SnearyVP Microsoft Business Solutions
Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Customer Experience Track
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Agenda
• Customer Journey• Customer Experience Pyramid• Trust• Enriched Interactions• Demonstration• Why we chose Dynamics over other CRMs• Questions
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Customer Experience Realization
ART SCIENCE
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
ARTSCIENCE
Customer Experience Realization
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
In-Session Question # 1
Do you use a commercial CRM Package today?
Y / N
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
In-Session Question # 2
If Yes, which one?1. Microsoft Dynamics CRM2. Salesforce.com3. Oracle Siebel/Fusion/RightNow4. SAP5. SalesLogix6. Other
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
(Source: Outside In - 2012)
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
(Source: Outside In - 2012)
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
(Source: Paul Greenburg - 2012)
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
The Optimized Customer Experience
It’s about cross channel
It’s not about multi channel
PortalsVideoSocial Next
?. . . Interactive
VoiceResponse
IVR
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
CRM Impact - Let’s break it down
PortalsVideoSocialInteractive
VoiceResponse
IVR
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Demonstration
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Microsoft Dynamics CRMAn End to End Solution
PC Browser Mobile
Marketing Effectiveness
Sales Productivity
Customer Care
Extended CRM Applications
RELATIONSHIPS | INTERACTIONS | PROCESS | INSIGHTSxRM Framework
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Empowered Customers Cloud
Dynamics CRM is undergoing a shift from “internal” process efficiency to also delivering proactive insights and differentiated “external” customer interactions.
Key Trends Impacting Customer Relationship Management
Social and DigitalMobile
Big Data and Analytics
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Questions?
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
Thank you!
Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
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