Intervento di Riccardo Sponza al convegno del Forum ICT - OLTRE IL CRM, Le nuove frontiere per l’integrazione delle attività di “relationship management” al servizio del business -

1. La relazione con il
Cliente per far
crescere e innovare il
Business
Riccardo Sponza
Microsoft Dynamics Marketing Lead
Microsoft Italia
It.linkedin.com/in/riccardosponza/
Altavilla Vicentina, 19 giugno 2013

2. Help organizations attract, win and
retain customers through solutions
that delight users and proactively
help them do business.

3. ACQUIRE RETAIN
GROW

4. Acquiring customers today and in the future will require
companies to have the right insights that drive the right
action and ability to close business
57%
thru buying cycle
before sales contact
2017CMO
spending on technology will
exceed that of the CIO
By
50/50CMO rule.
50% of technology and marketing
spend is driving results, 50% is not,
but which?

5. Gain powerful insights by having
a single source of truth with:
•Real-time data
•Behavioral analysis across leads,
prospects and customers
•Campaign budget management
Collaborative tools
make it easy to:
• Share information
• Foster creativity
• Automate processes
DATA DRIVEN,
CUSTOMER FOCUSED
Execute and monitor campaigns
across all channels, including:
• Traditional
• Online
• Social mediaMULTI-CHANNEL
ENGAGEMENT
EFFECTIVE
MARKETING MGMT

6. PLAN
Digital Asset
Management
Workflow &
Collaboration
EXECUTE
CRM Integration
& Closed Loop ROI
Advertising &
Social Media
NURTURE
& MEASURE
DATA DRIVEN,
CUSTOMER
FOCUSED
Customer
Segmentation
Behavioral
Analysis
EXTERNAL
CHANNELS
Media Buying & Planning Spend ManagementResource Management Campaign Management
INTEGRATED MARKETING MANAGEMENT

7. Retaining customers tomorrow will require you to Listen,
Analyze, and Engage customers in the channel they
prefer that meet their expectation.
20%
of customers who
complain via social
media expect a
response within
one hour
of consumers today
complain about products
and services via their
social networks
44%

8. Social is a two-way street – when the time is right you can use these tools to have
meaningful conversations with your stakeholders.
An avenue by which you can listen and really hear what it is your customers are thinking
and saying, to uncover trends and identify key influencers.
ENGAGE
LISTEN
Garner insights by monitoring buzz, understanding sentiment and measuring impact.
ANALYZE

9. In order to grow a greater share a wallet that drives top line
revenue companies need to provide simple guided sales tools
that are proactive, collaborative and on the device of choice.
number of devices
consumers use every day
4
84%
of organizations have
remote workers

10. Seamless experience across sales, service marketing and customer process regardless
of the choice of device, browser and location.
Deliver delightful user experiences that promote end-user productivity and demonstrate
the rich, “better together” value of Microsoft Technologies.
Connecting your people across channels including social to make it easier for your people to
collaborate and get work done.
PRODUCTIVE
COLLABORATIVE
UBIQUITOUS

11. Designed for you
Easy adoptionEverything in one page Touch friendly

12. Powerful processes
Flexible and configurableProcess centric experience Next best steps

13. Mobility

14. Adding social and mobile
access capabilities to CRM
increases productivity of
sales people by 26.4%
Mobility & CRM are Key elements
to improve your Field Sellers Productivity
Mobile access increases
sales force productivity by
14.6%

15. Mobile sales effectiveness
Easy adoptionSeamless Experience Designed for Touch

16. • Modern Windows 8 and iPad experience
• Includes charting and dashboards
• Native support for device capabilities
• Communication and collaboration
• Offline experience for occasionally disconnected
• Configurable and Extensible
An exceptional tablet experience optimized
for the mobile salesperson
Unified
User Experience
Business
Apps
Unified Management
Experiences
Productivity
on the go (Lync,
Outlook, …)

17. Social Trends

18. Social
we address three kind of Communities

19. Yammer when it matters
External communicationEnterprise-wide Collaboration
Real-time access to
people / data

20. Listening and Reacting to Social Conversations

21. Dynamics CRM Platform

22. Tablet Desktop Phone
Cloud On-Premises

23. 110101
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