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

3. 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

4. The good news….

5. “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.”

6. 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

7. “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

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

9. It gets even better! Gartner CIO Survey

10. It gets better! CRM Magic Quadrant July 2014

11. So what’s the bad news…?

12. 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

13. …and the ugly

14. Whoa there!

15. 41 % 40 % Of consumers surveyed said references to historic transactions made them feel acknowledged and valued Of consumers said that most emails from brands contains nothing that interests them

16. (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

17. CRM in context. Bringing it all together

18. 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

19. 3 Focus Areas Dynamics CRM 2013 Marketing Automation CRM Insights

20. Cleaner user interface

21. Guided processes

22. Quick create

23. White space analysis

24. Social listening

25. Wall posts

26. Enhanced Service Management

27. Mobile

28. Browser Agnostic

29. Managing the marketing challenge

30. 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

31. CRM Insights – Connect to your customers

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