future of crm

©2016ENGAGE.cxAllRightsReserved

The Future of CRM


ALookBackwards

Proliferation of touchpoints

The Omni-Channel

Customer


FuncBonalFocusIgnorestheCustomer

Func%onalsystems

Func%onalorgstructures

E-COMM

LOYALTY POS

MOBILE MKT AUTO

SOCIAL ADS PR


CorporaBonsareslowtochange


TheDemiseoftheFunnel


Talkingvs.Listening

Should Telemarketing be Banned?

Debate.org


“But you haven’t gotten my blast

email yet.”

“I’ve checked

social media, the

web and your

mobile app. I’m

here to buy.”

TheCustomerLifecycle


TheShiLofKnowledge

Thepowerandcontrolintoday’ssalesrela3onshipsrestswiththecustomer.

Theynow“manage”therela3onshipstheywanttohavewithbrandsandcompanies,throughtheubiquitousnatureofsocial,mobile,andreal3meconnec3vity.

JamieAnderson,TheCustomerEdge


85%Ofcustomers18-50haveasmartphone(PewsResearch2015)

90%OfRetailShoppersUseSmartphonesInStores(MarkeBngLand2015)

Today’sCustomer

Retailers must see in-store smartphone usage as an extension of the traditional retail experience …


YourcustomerisanOmni-channelcustomer

81%Ofcustomersshoponlinebeforemakingapurchase(PwC2015)


TheOmni-ChannelCustomer


$2.2Tin-storesaleswillbeinfluencedbythedigitalac%vity

DoyouknowyourOmni-channelcustomer?


TheRealityof“BigData”


TheLimitaBonsof“BigData”


TheInternetofThings

Who–isthecustomer?

What–dotheyneed/want?

Where–aretheyrightnow?

When–willthepurchaseoccur?

How–willtheybuy?


TheRealityofPrivacy

83%saylocaBonis“crucial”totheirmobileexperiences

Werevealpersonalinforma3oninreturnforpersonalvalue


Newtechnologieswillsupportacustomer-centricprocess

WHAT’SOUT

Prospec%ng

Cul%va%ng

Posi%oning

Closing

WHAT’SIN

Recognizing

Engaging

Assis%ng

An%cipa%ng


GoingBacktotheFuture

•  Recognizing •  Engaging •  Assisting •  Anticipating

Sam Drucker, General Store owner Sept 8, 1915 – June 8, 2012

Future CRM technologies will make it personal again


ThankYou

EricBleke

Co-founder/President

ENGAGEcx

www.engage.cx

future of crm

Technology