2. THANKS TO STEVE
AND THE TEAM AT
ENGAGE CUSTOMER
FOR MAKING THIS POSSIBLE
THANK YOU
#vocmeetscrm
3. Why is CX a smart strategy?
What is a winning CX?
How do we deliver it?
What’s the purpose of feedback?
Why does smart demand integration?
How do I integrate feedback and CRM?
AGENDA
#vocmeetscrm
4. To deliver the financial benefits of
a winning customer experience
WHY?
#vocmeetscrm
17. Where CRM is the master data record and vehicle for:
• Managing participation
• Automated deployment
• Holding & sharing feedback results
• Providing regular, role-relevant reporting
• Triggering and tracking closed-loop actions
• Linking feedback and other customer data
• Predictive customer analytics
SMART INTEGRATION
#vocmeetscrm
23. Make everyone a customer
expert at every interaction
THE GOAL
#vocmeetscrm
24. IMPACT OF VISIBILITY
“The entire PBBI organization is now in a
proactive versus reactive mode. Everyone is
thinking about the customer first. Clicktools
helped us create an overall cultural shift
when it comes to customer experience.”
Marilyn Otto
Pitney Bowes (Software)
Smart companies integrate feedback and CRM
26. WELL SAID
“We want to design integrated customer
experiences using data as the thread that
weaves everything together.”
CMO NZ company
Smart companies integrate feedback and CRM
Source: IBM Global C Suite Study
27. SIX ‘HOW’ QUESTIONS
QUESTION DELIVERABLE
What are the key touch points on the customer
journey?
Feedback architecture
What matters most to the customer at each
touch point?
Designed experience
What feedback do we need to understand
customer perception of performance?
Feedback content
Who needs to know what to do what? Reporting and closed loop action design
What data structures and workflow do we need? Technical implementation spec