Discover new, ground breaking solutions that help you build insight, visibility and control across your customer base. Matt Jackson

A little bit on the marketplace The good the bad and the ugly K3 CRM in context Bringing customers closer Our agenda today Solution focus Dynamics CRM 2013 Marketing automation CRM Insights Questions / Discussion

The good news….

“Never before has it been so important to keep close to your customer's through excellent relationship management and only now are the kind of technologies that have been talked about for years so available, so easy to use and so cost effective to implement.” Forrester 2012 “Never before has it been so important to keep close to your customer's through excellent relationship management and only now are the kind of technologies that have been talked about for years so available, so easy to use and so cost effective to implement.”

Customer driven engagement Connect on all levels Collaborating around the customer Understanding the white space (implicit measures) Pre empting customer requirements Realising the true value of your customer …..Customers are still People! Keeping close to customers

“Never before has it been so important to keep close to your customer's through excellent relationship management and only now are the kind of technologies that have been talked about for years so available, so easy to use and so cost effective to implement.” Forrester 2012

Staggering R&D budgets Fast, fluid and relevant to the user Truly pervasive Multiple options to consume …..Level playing field Pace of technology

It gets even better! Gartner CIO Survey

It gets better! CRM Magic Quadrant July 2014

So what’s the bad news…?

53% of CRM initiatives still fail July 2013 Companies find it hard to articulate the true benefits of “CRM” in their organisation Technology is still bought and sold as a tactical tool. Define and agree success measures Set clear business goals and objectives Gain buy in across the business Share in the risk and reward! Integration “ challenges”Tried and tested integration frameworks Clumsy customer experience Centre the project around your customer customer experience Self defeating scope Take small steps / quick wins Grow into your CRM Budget limits ambition Don’t limit your ambition

…and the ugly

Whoa there!

41 % 40 % Of consumers surveyed said references to historic transactions made them feel acknowledged and valued Of consumers said that most s from brands contains nothing that interests them

(52%) of businesses ‘have separate, non-connected technologies managing data for different channels’ (21%) of respondents enjoyed some kind of unified channel management. Of this total a mere 8% reported having a single platform That leaves nearly 80% of marketers with the job of managing with disparate tools and outputs. Omni-channel marketing Source: Jan 14 - Adobe Quarterly Intelligence Briefing We have separate, non connected technologies managing data for different channels We have a single platform that can manage data from some channels but not all

CRM in context. Bringing it all together

Empowering the user Uniting the front and back office Gathering and organising essential client data Liberating actionable insight Collaborating around the customer Making customer information a company owned asset Realising the true value of your customer Simplifying omni-channel marketing Bringing it together – the Dynamic Business

3 Focus Areas Dynamics CRM 2013 Marketing Automation CRM Insights

Cleaner user interface

Guided processes

Quick create

White space analysis

Social listening

Wall posts

Enhanced Service Management

Mobile

Browser Agnostic

Managing the marketing challenge

Social selling outperformed 78.6% 23% more successful at exceeding quota 65% companies are feeling socially “inadequate” CRM Insights Scale your ability to do what you do well : Connect authentically to customers & prospects Listen and respond Reach more prospects through introduction Build lasting relationships

CRM Insights – Connect to your customers

Discover new, ground breaking solutions that help you build insight, visibility and control across your customer base. Questions?