CRM & Customer Relationship Lifecycle

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discover how technology can help while customer relationship lifecycle becoming more complex

Text of CRM & Customer Relationship Lifecycle

  • 1. usingtechnologyto meet with yourcustomers Johann Lebel, Eric Stioui, Dan daCosta october 2011

2. Premise: 1)The Customer Relationship Lifecycle getting more complex 2)Technology playing a bigger and more important role

  • what are the touch points?
  • where does technology play?
  • what is the role of IT?

3. then 1 2 3 CRM TouchPoints 4. now Follow-up and loyalty program I get someinfo , I do abenchmark Iexchangewith mycommunity "at home" on the move" I look for theclosest store , I get acoupon on my mobile I have a look on commercials byscanning 2D tags "at store" I'mrecognizedas "Gold Member" andI'm ledas soon as I'm in the store Avirtual assistantleads me on the web site I'minformedviareal timeinformation displayed on screens I canpaywith mymobileandcoupon I receive aSMSconfirming thedelivery date "After sales" I calla live agentviaClick or by phone I give my feedback about the product sharing" I get some additional information ontheweb TVassociated to the product I've bought Ical l a phone number 5. new car rental lifecycle surf the Internet, see a pop-up ad that interests you see car to rent on the street look at details byscanning 2D tags speak to an agent to close the sale receiveSMSwith directions to the car give feedback about the product paywithmobileandcoupon unlock car with NFC on mobile 6. advertising at home Sony BRAVIA LED TV Sale - Edge LED Backlit HDTVs WithPremium Picture Quality & Immersive 3D!- www.SonyStyle.com/3DBraviaHDTVs HSBC Premier - Overseas Banking - www.hsbc.com Driving changes with Orange!Cars by the hour, right where youwant them- www.orange-businesscars.com/promo xxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx 7. ********************************************************************************************************** Special promotion!Rent your car on a hourly basis while you are in Munich! Look for our logo on any car you want and scan the 2D Code! ********************************************************************************************************* + = COOL! 8. 9. Orange? 10. addressing labor cost technology alternatives

  • technology alternatives:
    • IVR
    • email
    • chat

type of contact cost per contact euros 11. your challenge

  • contact center management is about the proper balance between excellent customer service and cost

customer service cost 12. Kryptonite Bike Lock http://www.youtube.com/watch?v=t8XxcOj3Seo 13. Source: Fortune 14. new car rental lifecycle surf the Internet, see a pop-up ad that interests you see car to rent on the street look at details byscanning 2D tags speak to an agent to close the sale receiveSMSwith directions to the car give feedback about the product paywithmobileandcoupon unlock car with NFC on mobile 15. list of technologies / applications

  • global call collection
  • context based advertisements
  • 2D Tags
  • click to call
  • IVR
  • Avatars
  • multi-modal CRM
  • geo-location
  • context sensitive CRM
  • location-based services
  • cloud-based Contact Centers
  • Work at home agents
  • SMS
  • Near Field Communications
  • mobile phone payment
  • mobile phone identity management
  • social media
  • social media monitoring
  • ..

Areas Orange has services. 16. 1)The Customer Relationship Lifecycle getting more complex 2)Technology playing a bigger and more important role

  • what are the touch points?>Many !
  • where does technology play? >Everywhere !
  • the role of IT >support the business with the proper application and management of technology