2015 inspire tour: Strengthen your customer relationships-websitepipeline
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Transcript of 2015 inspire tour: Strengthen your customer relationships-websitepipeline
Strengthen your customer relationships: Identifying pain points that are hindering your business
Presenter: Brian Nunes, Website Pipeline
#InspireTour
Workshop Agenda
• The Goal • Define Customer Segments• The Ladder of Customer Engagement• Interactive Workshop
– Identify customer segments– 8 major customer activities– How you are doing on activities needed to get, grow and keep
customers?– Identify pain points / weaknesses for each segment
• Submit Worksheet• Where Website Pipeline solves pain points• Questions
#InspireTour
The Goal• Existing Customers
– Protect– Better Serve– Buy More
• New Customers– Gain new customers
• Improve Scale & Efficiency
100% of your addressable market buying from you 100% of the time
#InspireTour
Identify Your Segments and Goals
• Questions
– What are your existing and future segments?
– Which ones do you want to focus on?
– What does each segment do with your products?
• Customer Segments
#InspireTour
The Cycle
Does This Happen to You?• CEO say “We want to grow, grow, grow”
• Marketing says “Let’s try <insert cool, new cloud thing here>”
• Biz Ops says “How is that actually going to work with our existing stuff?”
• Another… “solution of today” = “pain of tomorrow”
<cool , new ,cloud things…>• ecommerce• customer loyalty program• gift certificates• marketing automation• email campaigns• sales force automation• mobile app• quoting tool• online payments• search engine marketing• customer surveys• product videos• q&a system• faceted product search• dealer locator• a blog• content marketing• social media• ……
#InspireTour
The Question Is…
• How Do you..– Tap into the cool stuff that can help your business, and– Get out of the “cycle”?
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5 Steps to Break the Cycle
• Step #1 = Identify Your Customer Segments & Goals
• Step #2 = Understanding the Vendor-Customer Interaction Gradient
• Step #3 = Understand the 8 Major Customer Activities
• Step #4 = Build a List of Requirements / Goals
• Step #5 = Research Solutions that Exist to Climb the Ladder
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8 Activities to Climb Customer Engagement Ladder
• Questions– What are the activities needed to get, grow, and keep customers
– Which activities are your pain points / weaknesses (for each segment)
#InspireTour
Worksheet
• Organize by Customer Segments• Rank the List in 2 Ways
– How important is it?A = CriticalB = VeryC = AverageD = SomewhatE = Not veryF = N/A
– How are we doing?A = ExcellentB = GoodC = MediocreD = PoorlyE = N/A
#InspireTour
Good Start, Now Let’s Finish!
• Take time to finish the worksheet
• Schedule a time to review it with us
Contact us to set up a review• Review your pain points
• Discuss solutions
Brian Nunes
864-272-4000 x 127
#InspireTour
Where Website Pipeline Solves Pain Points‐ Broadcasting Product Info
‐ Discovering‐ Finding‐ Getting Info
‐ Order Management‐ Quotes & order creation‐ Order info (order, status,
backorders, shipments, history)‐ Payments
‐ AR info (invoices, payments, credits, debits, charges, etc)
‐ Payment Collection (credit card, ACH check processing)
‐ Returns & Warranty Management‐ Placing Returns/Claims‐ Customer sending returned
goods‐ Vendor receiving returned goods‐ Financial reconciliation on
returns‐ And more…