Folie 1
CAS CRM
Colombia October 2012
Who am I ? Mircea Prelipceanu
CAS Software AG Head Office
Berlin
Karlsruhe
One of the TOP Technological regions of Europe Over 30.000 IT specialists and 9.000 Scientists and
Researchers The largest and prestigious IT Technical university in
Germany Top IT companies in Europe have here the HQ Technology History in Karlsruhe
Baron Drais von Sauerbronn invented the bicycle in 1817 Heinrich Hertz discovered electromagnetic waves Carl Benz, the inventor of the motor car
Technology Region Karlsruhe
CAS Software AG at a glance a few facts
Presence in 25 Countries in EMEA & LATAM
Over 200 Business Partners Worldwide with more than 600 consultants for CAS products
EMEA
LATAM
Quick Facts Ownership is 100% Private
Executive board and employees
Employees Over 450 people
Business >40 Mil. in 2011
Investments More than 20-30%% in new developments
Several participations in other companies
CAS Software AG
CAS Group:
more than 200.000 users are runing CAS Software products every day
Isabellenhtte
Brazil
Chile Turkey
CAS Software AG and others
Top CRM software companies in turnover values M
Specialist for SME
Top software producers * on the CRM market in Germany
Rang Enterprise Value M
2004 Value M
2005 04/05
1 SAP 114 122 7%
2 Siebel (now Oracle) 53 45 -15%
3 CAS Software AG 10,5 13 24%
4 PeopleSoft (now Oracle) 9,5 8 -16%
5 CAS GmbH 5 6 20%
6 update software 5 6 20%
7 Microsoft 4 5 25%
8 Cursor 3 3,5 17%
9 SuperOffice 2,7 3 11%
* exklusive BI-Spezialisten PAC, 2006
BRAND Name Awareness - Europe
Quality of the CAS CRM products - Europe
who are you?
CRM consultant says forget delighted customers, start thinking devoted customers
devoted customers?
not satisfied customers
not even delighted customers
devoted customers ...
why?
what percentage of customers feeling that customer
experiences generally exceed their expectations?
A: 20 %
D: 17 % C: 33 %
B: 2 %
Q1
what percentage of customers feeling that customer
experiences generally exceed their expectations?
A: 20 %
D: 17 % C: 33 %
B: 2 %
Q1
B: 2 %
exceed expectations 2% meet expectations 62% miss expectations 32%
(4% werent sure!)
source: american express global customer service barometer
customers feel:
customer service experiences generally.
What is the average length of time consumers are
prepared to queue?
A: 2 minutes
D: 7 minutes C: 10 minutes
B: 5 minutes
Q2
What is the average length of time consumers are
prepared to queue?
D: 7 minutes C: 10 minutes
B: 5 minutes
Q2
A: 2 minutes
The average time the consumer is prepared to
queue (compared to 5 minutes 6 years ago) 2minutes Source: Barclaycard
what is the % of customers who would do more
business with an organization that offered decent
customer care?
A: 20 %
D: 90 % C: 70 %
B: 50 %
Q3
what is the % of customers who would do more
business with an organization that offered decent
customer care?
A: 20 %
D: 90 %
B: 50 %
Q3
C: 70 %
source: American express global customer service barometer
70% would do more business with an organization that offered decent
customer care
what is the % of customers who have ended a
relationship with an organization because of bad
service
A: 13 %
D: 39 % C: 73 %
B: 86 %
Q4
what is the % of customers who have ended a
relationship with an organization because of bad
service
A: 13 %
D: 39 %
B: 86 %
Q4
C: 73 %
source: satmetrix
73% of customers end a relationship with
an organization because of bad service source: genesys telecommunications laboratories report the cost of poor customer service
Customer
6 out of 7 customers who
should complain, dont.
They silently take their business
elsewhere.
what is the total revenue lost by organisations due to
poor customer service, just in one country ?
A: 12,7 Billions
D: 19,2 Billions C: 750,5 Millions
B: 5,2 Billions
Q5
what is the total revenue lost by organisations due to
poor customer service, just in one country ?
A: 12,7 Billions
C: 750,5 Millions
B: 5,2 Billions
Q5
D: 19,2 Billions
source: American express global customer service barometer
poor customer service is costing organizations
19.2 BILLION !!!!!! only in UK
19.200.000.000
One billion
so,
what
does it
all
mean?
Treat them bad
They leave somewhere else
Lose a lot of money
and much more
but what you dont know ...
86 % of companies that change their supplier
express satisfaction with the previous supplier
so
forget
satisfaction
start think
devotion
... talking about customers ...
some customers have
high expectations
some customers have
low expectations
all customers either have
a great experience
or
a poor experience
look at it like this
high expectations
low expectations
a poor experience
a great experience
high expectations
low expectations
a poor experience
a great experience
delighted
delighted customers
are surprised by the level of service you provide
(positively surprised please!)
so
delighting customers is a good start
but
with time
expectations will rise
(which is a good thing)
the challenge is to consistently deliver
a great experience
high expectations
low expectations
a poor experience
a great experience
devoted
why?
devoted customers
stick with you
spend more
shout about you to others
the goal therefore is to create
devoted customers
how?
the more you engage with customers the clearer things become and the easier it is to determine what
you should be doing John Russell, President, Harley-Davidson Europe
so
give your customers a damn good listening to
give your customers a damn good listening to
44% of consumers say the majority of their
customer experiences are
banal
so
identify your barriers to giving a great experience
in every single industry
there is now overcapacity
of production and lack of capacity in terms of people
The age of abundance .
so
THINK
and
BE
different
its an ongoing process
be an enemy of the USUAL
aim this for
high expectations
low expectations
a poor experience
a great experience
high expectations
low expectations
a poor experience
a great experience
so
raise the bar
its not easy
occasionally customers will have
a poor experience
high expectations
low expectations
a poor experience
a great experience
disappointed
so
spot disappointment
ask
were you completely happy with our service?
act and
get back
this to
high expectations
low expectations
a poor experience
a great experience
devoted
this not
high expectations
low expectations
a poor experience
a great experience
disaffected
executives say that the way their organisations interact with customers will be the greatest challenge in their operations
Economist Intelligence Unit Business 2010
Why ?
Customer Complains - B2B
1 unhappy customer complain
25 unhappy customer Never formally complain
Each on those 26 unhappy customers Tells an average of other 10 people
About their experiences
260 people
who in turn each will tell in average of 5 more people
about what they heard
1300 people
For every single formal complain that reach your company there are in average of 1560 other people that knows about problems with your company
so
go for delighted
aim for devoted
spot disappointed
avoid disaffected
Creating
customers
means taking action,
not notes
so
dont just stand there.. do something!
so what are you going to
do?
take the first step in faith. You do not have to see the whole staircase. Just take the first step.
Martin Luther King
For sure you will
need some tools
Winning probabilities
Competition analyze
Lead management
Sales Report and analysis
Responsible workflows
Customers segmentation
Multi Channel campaigns
Marketing Budgets tracking
Event management
Customer Interaction analysis
SLA management
Hotline & Call Center
Help-Desk Portal
Ticketing System
Responses and satisfaction analysis
Time load calculations
Expenses internal/external
Milestones targets/risks
Resource planning
Complete Project reporting
Document management
3rd party systems integrations (eg.ERP)
Groupware
Task & Appointment planning
Workflows
Personnel management
Intelligent Address Management
Tools for your business
Where you can find so many tools ?
DONT WORRY !
Everything comes in one box !