Beyond CRM - Collabor's Customer Engagement & Insights Software
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Transcript of Beyond CRM - Collabor's Customer Engagement & Insights Software
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BEYOND CRM Customer Engagement & Insights
Introducing Collabor October 2013
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Customer Impact systems
Sales • CRM
Executives • Dashboards
Marketing • Marketing Automation • CRM
Customer Support • Service Cloud • Call Center
Client Service Managers • ??
Finance • ERP • Order Management
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On Average, 70% - 80% of a company’s revenue is from renewals and resales to existing customers, yet there is a lack of institutional and systems support for the team that is responsible
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Collabor’s customer engagement & insight software helps companies increase renewals and resales and
customer lifetime value
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Collabor
Collabor completes the customer systems map
Engage
Insight Decision
Acquisition tools
Service tools
CRM Marketing Automation
Customer Service Call Center
PEACE WAR WAR
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3 steps that work
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• Weekly Trends & Opportunities reports • Indices to predict renewal and resales • Real-time customer activity analyzed for source & sentiment • Ability to manage in B2B or B2C mode • Sales, Marketing and Product views – within Salesforce dashbord • Dedicated iPad App for Execitives
• Act on Customer Insights collaboratively across the company • Time-bound and moderated decision groups • Decisions made are then used by Account Mangers to further engage the
customer
• Exclusive, White Glove/Red Carpet/Concierge – Customers Only • Personalized and Contextual User Portals • Adoption tools – Rewards & Loyalty, Account Manager & Expert connect,
eLearning, Events, Peer Workgroups, Company Workgroups, Voice of Customer
ENGAGE 1
DECISIONS
INSIGHTS 2
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Branding & Color themes
Account Manager dashboard
Salesforce & Webex integration
Personalization
Sentiment analysis & social media hooks
Indices Engagement, Sentiment, Influence, Renewal Predictability, Resale Predictability
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We make Customer Management effective
Executive Dashboards
CRM
Social Listening
Engage
Document & Content Management
Collaboration
Integrated Data &
Analytics
Algorithms & Indices
Website
Portals
Social networks
Service
Marketing Automation
Email Marketing
Issue Tracker
Call Center
Web Browser
Mobile Browser
Mobile Apps
Backup & Archiving
Access Content Tools Insights Actions
Integrations
Customers
Staff
C - Level
Collabor Tools
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Why companies choose Collabor
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• REDUCED CALL CENTER LOAD – 10%, • 15% INCREASE IN CREDIT CARD SPEND WITHIN PRIVILEGES PROGRAM • INCREASED ENGAGEMENT to 600,000+ users in 15 months
• Understood that fastest growing demographic was women. • Changed narrative to suit audience • INCREASED ENGAGEMENT by 10x in 9 months after implementation • INCREASED REVENUE BY 30% in 12 months after implementation
Easy to Implement • None to minimal implementation needed • Integrates within existing enterprise stack Leading Technology • State of art JavaLamp technology • Secure and redundant cloud infrastructure • Mobile, Web & Apps Complete Control • Calibrate and Configure to suit processes • Easy graphic admin panel to manage users, content,
workflow and rules
Proven ROI • 75+ clients with 1 million+ users. 6+ years • Proven record of increased revenue, engagement
and reduced costs Real-time Insights • To focus on existing customers • To listen, understand, engage, collaborate and
delight customers • To increase average customer life • To increase average customer lifetime value • To reduce pressure and costs of new customer
acquisition
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About Collabor
• Founded and run by sales & marketing professionals. • Significant market validation • Salesforce.com and IBM partner • 4 cloud software editions to suit SMB and Fortune 500
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ध"यवाद
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