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using technology to meet with your customers Johann Lebel, Eric Stioui, Dan daCosta october 2011

CRM & Customer Relationship Lifecycle

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

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Page 1: CRM & Customer Relationship  Lifecycle

using technology to meet with your customersJohann Lebel, Eric Stioui, Dan daCosta

october 2011

Page 2: CRM & Customer Relationship  Lifecycle

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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?

Page 3: CRM & Customer Relationship  Lifecycle

3 using technology to meet with your customers France Telecom Group restricted

then

1 2 3

CRMTouchPoint

s

Page 4: CRM & Customer Relationship  Lifecycle

4 using technology to meet with your customers France Telecom Group restricted

now

Follow-up and loyalty program

I get some info, I do a benchmark

I exchange with my

community

"at home"

“on the move"

I look for the closest store, I get a coupon on my mobile

I have a look on commercials by scanning 2D

tags

"at store"

I'm recognized as "Gold

Member" and I'm led as

soon as I'm in the store

A virtual assistant leads me on the

web site

I'm informed via real time information

displayed on screens

I can pay with my mobile and

coupon

I receive a SMS confirming the delivery date

"After sales"

I call a live agent via

Click or by phone

I give my feedback about the product

“sharing"

I get some additional information on the web

TV associated to the product I've bought

I call a phone

number

Page 5: CRM & Customer Relationship  Lifecycle

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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 by

scanning 2D tags

speak to an agent to close the

sale

receive SMS with directions

to the car

give feedback about the product

pay with mobile and

coupon

unlock car with NFC on mobile

Page 6: CRM & Customer Relationship  Lifecycle

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xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

advertising at home

Sony BRAVIA® LED TV Sale - Edge LED Backlit HDTVs With Premium Picture Quality & Immersive 3D! - www.SonyStyle.com/3DBraviaHDTVsHSBC Premier - Overseas Banking - www.hsbc.comDriving changes with Orange! Cars by the hour, right where you want them - www.orange-businesscars.com/promo

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**********************************************************************************************************

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!

*********************************************************************************************************

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Page 9: CRM & Customer Relationship  Lifecycle

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Orange?

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addressing labor costtechnology alternatives

technology alternatives:

IVR email chat

type of contact

cost per contacteuro

s

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your challenge

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

customer service

cost

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Kryptonite Bike Lock

http://www.youtube.com/watch?v=t8XxcOj3Seo

Page 13: CRM & Customer Relationship  Lifecycle

13 using technology to meet with your customers France Telecom Group restrictedSource: Fortune

Page 14: CRM & Customer Relationship  Lifecycle

14 using technology to meet with your customers France Telecom Group restricted

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 by

scanning 2D tags

speak to an agent to close the

sale

receive SMS with directions

to the car

give feedback about the product

pay with mobile and

coupon

unlock car with NFC on mobile

Page 15: CRM & Customer Relationship  Lifecycle

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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.

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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