disrupt or be disrupted: 4 strategies to deliver an exceptional customer experience

Disrupt or be DisruptedDeliver an exceptional Customer Experience

Transform Relationships

Four Strategiesfor Success

The World Has Gone Digital

Largest accommodation provider owns no real estate

Largest phone messaging company

owns no phones

Most popular media owner

creates no content

World’s most valuable retailer has no inventory

World’s largest taxi companyowns no taxis

World’s largest movie house owns

no cinemas

Industries With Greater Risk of Going Out of Business

Source: Global Center for Digital Business Transformation, 2015.

Respondents who say the risk of being put out of business increases “somewhat” or “significantly” as a result of digital disruption.

Greater Risk

Less Risk 17% 49%41%

Average

Closing In on One Smartphone Per Person

5.6Billion

Smartphones, mobile PCs, tablets and mobile routers with cellular connections

Smartphone subscriptions

20112010 20132012 20152014 20172016 20192018

57%

Buyer Behavior Has Changed

* Source: McKinsey & Company, 2010.

of purchase decision happens before customer calls the supplier.

Peer reviews now the most trusted source of information.*

80%

Businesses Aren’t Keeping Up

* Source: Bain & Company, http://bain.com/bainweb/pdfs/cms/hotTopics/closingdeliverygap.pdf

of CEOs believe they deliver a superior customer experience…*

8% of their customers agree.*Only

76% of companies don’t have a single view of the customer.

TransformAlign Initiatives

Empower IndividualsOrchestrate Interactions

Deliver Insights

Align Initiatives

Align Initiatives: Why This Matters• Customer experience is the last

source of sustainable differentiation and the new competitive battleground. – Gartner

• 70% of buying is based on how the customer feels they are being treated. – McKinsey

• 82% of customers who switch brands do so because of poor service. – Zendesk

Align Initiatives: Survey Results “Customer satisfaction and retention are among the top five metrics we use to measure company performance. We track and hold ourselves accountable to these measures at a board level.”

0%

10%

20%

30%

40%

50%

Strongly Disagree Disagree Neither Agree or Disagree

Agree Strongly Agree

* Source: Survey of attendees at SugarCon 2016 (June 2016)

• Measure NPS & report at board level• Gauge VoC through regular surveys• Incent departments – not just in CS –

against customer satisfaction metrics

Align Initiatives: Doing It Well“Customer satisfaction and retention are among the top five metrics we use to measure company performance. We track and hold ourselves accountable to these measures at a board level.”

EmpowerIndividuals

Empower Individuals: Why This Matters• 99% say being connected to a

knowledgeable employee is a core element of good customer experience. – American Express

• 50% of the time Customer Service reps aren’t able to answer a customer’s question. – American Express

• 89% of companies competing mostly on the basis of customer experience today. – Gartner

Empower Individuals: Survey Results“Employees at our company have the tools, knowledge and permission to exceed customers’ expectations.”

0%

10%

20%

30%

40%

50%




• Information for all, everywhere• Tailored to the individual• Designed to help them do their jobs better

Empower Individuals: Doing It Well“Employees at our company have the tools, knowledge and permission to exceed customers’ expectations.”

Orchestrate Interactions

Orchestrate Interactions: Why This Matters

• Integrated customer journeys can DOUBLE sales year over year. – HBR

• 32% of customers who switch brands do so because they are fed up with speaking to multiple agents.– New Voice

• 29% of customers who switch brands do so because they are annoyed by a lack of staff knowledge. – New Voice

Orchestrate Interactions: Survey Results“We understand our customer's journey and have well coordinated business processes to support them at each touchpoint along the way.”

0%

10%

20%

30%

40%

50%




• Map the customer journey• Identify gaps to close• Leverage CRM workflow automation to

coordinate across organizational boundaries

Orchestrate Interactions: Doing It Well“We understand our customer's journey and have well coordinated business processes to support them at each touchpoint along the way.”

DeliverInsights

Deliver Insights: Why This Matters• Customer service agents fail to

answer customer questions 50% of the time. – American Express

• 70% have suboptimal or no ability to integrate customer data between online and offline sources. – Acxiom

• 74% of firms say they want to be “data-driven,” but only 29% are actually successful. – Forrester

Deliver Insights: Survey Results“Insights derived from customer information are used to guide and prioritize the day-to-day activities of our employees.”

0%

10%

20%

30%

40%

50%

60%




• Define a master data strategy• Design/Integrate from the users’ perspective• Focus on information that makes a difference

Deliver Insights: Doing It Well“Insights derived from customer information are used to guide and prioritize the day-to-day activities of our employees.”

In Summary

0% 10% 20% 30% 40% 50% 60% 70% 80%

Insight

Interactions

Individuals

Initiatives


SUGARHow CanHelp Get You There

SugarCRM: Solely Focused On Making Every Customer Relationship Extraordinary

Most Adaptable CRM Platform

Greatest Business Value

EmpowersIndividuals

SugarCRM Only Vendor with Positive NPS!CRM – Overall Scores

7.16.5

6.2

6.1

6.0

5.8

6.0

SugarCRM

Oracle

Microsoft

Salesforce.com

ACT!

SAP!

Average

#1Overall

Satisfaction

#1TechnicalSupport

#1User

Recommendation“In A ClassBy Itself”

Thank You!@sugarcrm

disrupt or be disrupted: 4 strategies to deliver an exceptional customer experience

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