David Jackson, Clicktools Delivering a winning customer experience starts with understanding and delivering on the needs of individual customers. Building a single view of the customer that every customer-facing employee can access is a must-have for success. David's presentation will unpack the constituents of customer experience and show how to collect, centralize, and act on customer interactions across the customer journey.

1. Using
CRM
to
deliver
a
winning
customer
experience
David
Jackson
CEO

3. “Develop
effec?ve
strategies
to
increase
customer
sa?sfac?on
and
loyalty
by
ensuring
every
user
has
the
insight
they
need
to
be
a
customer
expert,
every
?me.”

4. CUSTOMER
EXPERIENCE

5. TRENT – CAN YOU GET A BETTER PIC PLEASE
SOMEONE BEING HIT BY A PAN.

6. ROI (%)
Customer Perceived Quality Relative to CompetitionSource: PIMS
11
18
22 23
32
0
5
10
15
20
25
30
35
Inferior Average Superior
Superior performance
delivers the real bang
Satisfaction delivers
marginal benefit

7. Source: Sears
0 20 40 60 80 100
Percent Definitely Recommend
'9/10
'10/10
Satisfactionscore
Definitely
Maybe

11. • What
are
our
key
touch
points?
• What
maIers
most
to
customers?
• How
do
we
want
them
to
feel?
• What
informa?on
do
we
need
to
– Collect
– Provide

12. ROLE
OF
CRM

13. Enact
Inform
Empower

18. CUSTOMER
EXPERIENCE
The
customer’s
percep?on
of
all
aspects
of
what
the
company
does
CLICKTOOLS
Collect,
centralize
and
act
on
customer
interac?ons
SUGARCRM
The
repository
for
ALL
data
about
the
customer
Enable delivery of
personalized interactions
at all stages of the
customer journey
Collect information & feedback
at touch points along
the customer journey
Centralize information in CRM
to build a 360 view
of the customer

20. Thank
You
Please
visit
us
on
Stand
XXX