Net Group Kliendid otsivad omale sobivaid teenuseid veebi kaudu ja pool müüki on tehtud enne esimest kohtumist. Kuidas üles leida kliendid, kes veebi kaudu omale partnerit otsivad? Pilvepõhine CRM Online koondab infot kokku sotsiaalvõrgustikest ja ettevõtte veebilehtedelt, et võimalused võimalikult vara tuvastada ning müügijuht näeb kliendi teekonda kogu müügiprotsessi käigus. Raigo räägib, kuidas CRM Online arvestab klientide uue ostukäitumisega ning kuidas on müügijuhtimist mõistlikult korraldada.

1. Sales in The Cloud
Microsoft CRM On-line
Raigo Raid, Net Group, Sales and Account Manager
18.11.2015

2. Questions to be asked
• Who are my most profitable customers?
• Who are my repeat customers?
• Who are my loyal customers?
• Who is likely increase purchase?
• Whom I'm will lose to my competitors?
• Whom I didn't manage to activate?
The goal is to:
• Ativate business with customer;
• Increase business with customer;
• Continue and retain business with customer on targeted level.

3. For validation
• Does customer value in one business line would be the same in other business line?
• Does value proposition from one business is attractive for customer in other
businesses?
• How should be targeted and defined business rules in software system in order to
provide data which would support project and group global business goals?

4. Narrow the scope in separate business lines
• How do we attract customers?
• What is our value proposition?
• How we delivervalue to customer?
• How we measure success?
• How do we acquire customers?
• Who is the lead/opportunity subject?
• How do we guide lead/opportunity subject through the sales process?
• What are the targets in the sales process?
• How do we monitor customer behaviour and response to different sales activities and targets?
• How do we retain customers?
• How do we monitor if customer plans to leave?
• How do we monitor un-satisfaction?
• How do we compare customer purchase with satisfaction?
• How do we enhance value?
• How do we increase value for our customer?
• How do we increase customer account value for the company?
• Who are valuable customers and how customer value should be defined?
• What are the benefits the company will provide to the customer and how are these benefits gained by the customer?
• What kind of joint-benefits retain the customer?

5. CEO Survey 2014
Top Technology Investments, Next 5 Years
20%
20%
20%
22%
23%
24%
27%
32%
34%
35%
38%
Enhanced business reporting
M-commerce
Product cost analytics
Supply chain & traceability
Enterprise mobility
Big data & data science
Cloud business
Business analytics
E-commerce
Customer experience mgmt.
Digital marketing

6. CRM?
• Customer Relationship Management ?
• Crew Resource Management ?
• Customer Resource Management ?
• Conceptual Reference Model ?
• Client Relationship Management ?
• Computer Resources Management ?
• Contact Relationship Management ?
• Certified Records Manager ?
• Cost Reduction Managemeny?
• Cultural Relationship Manager?
• Customers Really Matter
• ..

7. CRM Market in Estonia 2015 (Äripäev/Indrek Saul)
• ˜47 different trademarks, ˜ 200 fuctional areas, ˜ 1400-1800 fuctions
• No CRM – 61%
• Excel - 12 %
• Microsoft Dynamics (CRM, AX, NAV, GP, SL)– 5 %
• Custom CRM – 3%

8. MarketingSales
The new business landscape for CRM
44% of consumers today
complain about products/services on
social networks, and
20% of those consumers
expect a response within one hour
78.6% of the time
sales people using social media
outsold non-users in 2012, and were
23% more successful
at exceeding quotas than their
non-social sales peers
1.5 billion people
have social networking accounts
72% of companies
by 2011 used social technologies in
their businesses
90% of those companies
reported business benefits
Customer
Care

9. The sales landscape has changed for sales efforts
Average B2B purchase
decisions have
Stakeholders
5.4
Customers are
57%through the buying
process before they
talk to the supplier
Sales experience drives
53%of customer loyalty
Telesales rep has
less than
9%chance of reaching
prospect

10. Amazing service means every interaction matters
of consumers use web
self service to find
answers to their
questions
67%
Happier agents are
2xmore likely to deliver on
customer satisfaction,
net promoter and
customer effort metrics
90%of organizations say
customer service
matters
Only
30%of customers feel that
they receive a great
experience

11. People are sharing more than ever before
4.5Blikes
generated daily
300hours of video
uploaded to YouTube
per minute
500M
tweets per
day
http://www.jeffbullas.com/2015/04/08/33-social-media-facts-and-statistics-you-should-know-in-2015/
https://www.youtube.com/yt/press/statistics.html

12. Customer engagement continues to evolve
We Are Social, Digital, Social & Mobile Worldwide in 2015, 2015
IDC, Smartphones to Drive Double-Digit Growth of Smart Connected Devices in 2014 and Beyond, 2014
IHS, IHS Identifies Technologies to Transform the World over Next Five Years, 2015
Forbes, Customer Experience: Is It the Chicken or Egg?, 2013

13. Being social vs. strategic social
Only
17%
of US companies identify their
social strategy as mature.
83%
of Fortune 500
companies have
corporate Twitter
accounts
80%
of Fortune 500
companies are
on Facebook
97%
of Fortune 500
companies have
a corporate
presence on
LinkedIn
http://www.umassd.edu/cmr/socialmediaresearch/2013fortune500/
http://www.briansolis.com/2013/12/social-media-matures-yet-many-companies-still-lack-a-strategic-foundation-infographic

14. Customers 2020 Report

15. Intelligent Customer Engagement

16. New capabilities create new opportunities

17. Benefits of Moving to Dynamics CRM Online

18. External insights
Maintain a strategic focus by tracking customers
and competitors
Internal insights
Monitorperformanceandprovidecoaching,
reinforcement,andrewardswithanalyticdashboards
Sales process management
Built-inbestpracticeseaseon-boardingofnewsalesreps
andstandardizeprocesses
Sales planning & management

19. CRM for Outlook
Increaseadoptionbyaligningwithhowsalesreps
wanttowork
Guided sales process
Drivesalesteamstowardsdesiredoutcomeswith
recommendednextsteps
Comprehensive view
Gainvisibilityintopastandplannedcustomer
interactionsandactivitiesacrossmarketing,sales
andservice
Account & opportunity management

20. Social listening
Monitor buying signals to engage at the right time
and track market developments to gain a
competitive edge
Social sentiment
Understand what customers are thinking and
engage with the right message
Customer insights
Getreal-timecompanyandcontactinformationtohelp
sellersprioritizethemostpromisingprospectsand
easilyprepformeetings
Social & market insights

21. Enterprise social
Discover,share,andconnectaroundcustomerswith
Yammer
Communication tools
Reachexpertsthroughouttheorganizationwith
embeddedpresence,IM,phoneandvideoconferencevia
LyncandSkype
Marketing collaboration
Gainvisibilityintohowmarketingcalendarand
campaignsimpactaccounts.Provideinputintotargeting
andsubscribetoalerts.
Collaborative selling

22. Tablet and phone solutions
Makeeverysecondcountandincrease
productivitybyenablingsalesrepstowork
seamlesslyontabletsandphones
Voice commands
Usenaturallanguagevoicecommandstoquickly
manageCRMdata
Analytics
Accesscustomerandbusinessinsightsanywhere
andanytime
Mobile sales

23. Embedded dashboards
At-a-glanceinsightsabouttheoverallbusinessand
trackprogressagainstKPI’s
Interactive reports
Easilyinvestigateandtakecorrectiveactionwithdrill-
down,interactivecapabilities
Advanced analytics
Empowersalesprofessionalswithpowerfulanalytic
toolstoconductself-serviceanalysis
Sales analytics

24. What’s top of mind for social?
Driveengagement
Analyzesentiment
Listeneverywhere

25. Key benefits of social CRM
• If you are in Sales, you may want to keep track of your key accounts and competitors.
• If you are in Marketing, you may want to track your brand, see who your key
influencers are, or monitor the social impact of a particular campaign.
• If you are in Service, keeping customers happy is important. You can listen for when
customers are unhappy on social channels and be proactive about responding.

26. 72%of all internet users are now active
on social media
Pew Research Center
Listen to what people are saying
Learn how people really feel about
your business
See how you stack up to
competitors
Listeneverywhere

27. 39%of companies do not
track their social media responses at all
Satmetrix
Determine your share of voice
across social channels
Know who your key influencers are
Figure out what is resonating with
the market
Analyze
sentiment

28. 55%of companies ignore all customer
feedback on Twitter and Facebook
Satmetrix
Foster conversations about your
brand across social channels
Turn insight into action with
proactive participation
Capture feedback and respond
quickly to escalated issues
Drive
engagement
1Source: http://www.mediabistro.com/alltwitter/
brands-ignore-customers-social-media_b22814

29. Microsoft Social Engagement
Social
Listening
Social CRM
Intelligent
Social
Social
Engagement

30. Social listening
Listen to what people are saying globally across
social media, news publications and other
sources via RSS.
Key influencers
Identify and follow people actively talking about
your brand, products, or services.
Sophisticated alerts
Detect trends and listen for specific posts to keep
you informed on key words or topics.
Social Listening

31. Adaptive sentiment
Adaptive sentiment learns from customers
through machine learning enabling custom
sentiment models fit for your organization.
Buzz analysis
Get insights at a glance with rich analytics
including: location, share of voice, text mining
and tag clouds visualizations.
Automated triage
Automatically detect intention in social posts and
triage/route them as cases or leads into CRM.
Intelligent Social

32. Social Engagement
Engage & Publish
Improve your social media presence by engaging
with social communities with rich multimedia –
replying and publishing.
Team Collaboration
Enable teams to collaborate using Office Groups for
assigning posts and sharing streams & social
profiles.
E2E customer experience
Create an end-end customer experience by creating
CRM actions from social posts – cases, leads, and
any custom entities.

33. Social Sales
Win faster when you leverage social to identify
and act on buying signals, monitor key
developments at your top accounts and track
competitors.
Social Marketing
Manage your brand reputation, nurture
influencers, measure campaign effectiveness
and strengthen your community management.
Social Care
Keep customers happy by identifying any
customer issues and trends early on and being
proactive on Twitter and Facebook.
Social CRM

34. Recommendation Index

35. Conclusions (1)
Companies no longer fully control the customer journey, customers do:
• Listen to what people are saying
• Learn how people really feel about your business
• See how you stack up to competitors

36. Conclusions (2)
„Clients do not come first. Employees come first.
If you take care of your employees, they will take care of the clients.“
Richard Branson.

37. Thank You!
Contact:
Raigo Raid, Net Group OÜ, Sales and Account Manager
tel. +372 5147 706
raigo.raid@netgroup.ee