BWFR Customer Experience WORKSHOP - SEERS CRM - Sep. 2015

Customer Experience is today’s Business Benchmark

https://youtu.be/2XFANKshOZY

Norbert Cserni Business Development Manager M: +40 745 550 521 E: norbert.cserni@seers.ro

etc …

etc …

5+ Countries Covered

30+ Successful Projects

10.000+ Live Users

20+ CRM Specialists

40+ Relevant Certifications

200.000+ Hours of Consultancy

• What is Customer Experience?

• Financial case for Customer Experience

• Where to start?

• The customer journey

• The Customer Success platform

Agenda

“Customer experience has overtaken price

and product as the key brand

differentiator.”

Price Product Customer

Experience

#1

Source: Customers 2020 Report

The Future is All About Customer Experience

Other industries are retraining clients to expect 1:1personalized relathionships

The customer experience is being reimagined

Know me Guide me Make it easy to engage

Help me as a team

https://www.youtube.com/watch?v=-1knblx7mnY

32 % + 40 %

+ 40 % +

39 % +

55 % +

Increase in sales

Customer satisfaction

Marketing ROI

Customer retention

Faster deployment

Connecting With Customers Delivers Success

Source: Salesforce Customer Relationship Survey conducted March 2014 - May 2014, by an independent third-party, Confirmit Inc., on 4,100+ customers randomly selected. Response sizes per question vary.

Average Percentage Improvements Reported by Salesforce Customers

The Salesforce journey

SNA

Terminal

Mainframe LAN / WAN

Client

Server

LAN / WAN

Client

Server

Thousands customer interactions

connected things Billions Trillions

LTE

Mobile

Cloud

Millions

The Cloud is the Fastest Path to Success

Enterprise

Cloud Computing

Fast Innovative Open Easy Trusted

No Hardware

No Software

Faster ROI

Flexible

Automatic Upgrades

Continuous Improvement

Any Device

API First

Data Portability

Secure

Transparent

Performance at Scale

Subscription Model

Real-time Customizations

AppExchange

Fastest growing top 10 software company

Growth Driven by Customer Success

$5.5B FY15 Revenue

FY08 FY15 FY11

Connect with your customers in a whole new way

Become a Customer Company

Sales Service

Marketing

Community Apps

Analytics

Thank you

https://www.youtube.com/watch?v=xAYS8C3g_k4&feature=em-share_video_user