Crm as a business strategy
33
CRM as a business strategy Siska Bossuyt Business Group Lead Dynamics Microsoft Belgium & Luxembourg
-
Upload
siska-bossuyt -
Category
Business
-
view
301 -
download
3
description
Transcript of Crm as a business strategy
CRM as a business strategy
Siska Bossuyt Business Group Lead Dynamics
Microsoft Belgium & Luxembourg
Key Trends In CRM Technology
Mobil
“The social Web appeals to innate human desires for self-expression, human connection, and a sense of belonging... Social networking captures our pictures, feelings, and relationships, and makes the Web feel human again.”
Clara Shih – author of “the Facebook Era”
84% of organizations
have remote workers
Changes how
we work
65% of
companies are
deploying at
least one social
software tool
Always on --
Consumers use
an average of 4devices every day
20% expect
a response
within one hour
via social media
Rise of the social
consumer
44% of
consumers
complain via
social media
Leads CustomersProspects
Finance
Sales ServiceMarketing
Organizational Siloes
R&D HR
Social CRM Social Productivity
Changing
work styles
The mobile
consumer
Consumerization:
95% of information
workers use at least one self-
purchased device for work
Nearly
80% of
workers spend at
least some
portion of their
time working out
of the office
Nearly 2/3of consumers use
their mobile/ smartphones to
get information about products,
brands or destinations at least 3-
4 days/week
By
2016,
smartphones and
tablets will put power in
the pockets of a
billionglobal consumers
CloudSocialMobility Big data
Mobility is a megatrendThe influence of consumer technology and always-on connectivity
Continuous cloud services
Consumer-drivenexperiences
Our Vision: Dynamic CRM
Our Vision: Dynamic CRM
Tablet Desktop Phone
Cloud On-Premises
Enabled Sales TeamsCustomer Insights
