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WEBINAR The Top 10 CRM Trends For 2015

WEBINAR The Top 10 CRM Trends For 2015. Kate Leggett, Vice President and Principal Analyst. June 24, 2015. Call in at 12:55 p.m. Eastern time. Customers control the conversation that they have with businesses.

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WEBINAR The Top 10 CRM Trends For 2015

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  1. WEBINARThe Top 10 CRM Trends For 2015 Kate Leggett, Vice President and Principal Analyst June 24, 2015. Call in at 12:55 p.m. Eastern time

  2. Customers control the conversation that they have with businesses Source: September 12, 2014, “The CIO’s Blueprint For Strategy In The Age Of The Customer” Forrester report

  3. Good customer experiences are good for business Retention loyalty Enrichment loyalty Advocacy loyalty The likelihood that a customer will keep existing business with the company The likelihood that a customer will buy additional products and services from the company The likelihood that a customer will recommend the company to others Source: June 27, 2014, “What Drives A Profitable Customer Experience” Forrester report

  4. Two-thirds of companies use CRM as a foundation for customer engagement. The CRM software category is a $26 billion category in 2015. It is projected to grow by 11% in 2015 and 13% in 2016. Source: January 7, 2015, “The Global Tech Market Outlook For 2015 To 2016” Forrester report and Forrester’s Forrsights Software Survey, 2014

  5. Organizations are investing in CRM Source: January 22, 2015, “Navigate The Future Of CRM In 2015” Forrester report

  6. But, CRM success can be elusive “What are your organization’s biggest challenges to improving customer management capabilities?” (Please select all that apply) Source: Forrester/CustomerThink June 2013 Future Of CRM Online Survey

  7. CRM is purchased for the wrong reasons How is CRM supporting a customer trying to get something done? . . . but what is CRM doing for the customer? CRM provides: Better customer visibility Better pipeline management More efficient service Better campaign targeting Better management reporting CRM is sold As a list of features and functions To better support an organizational silo

  8. What is the future of CRM? Source: January 22, 2015, “Navigate The Future Of CRM In 2015” Forrester report

  9. What is the future of CRM? Source: January 22, 2015, “Navigate The Future Of CRM In 2015” Forrester report

  10. No. 1: Companies frame their strategy around customer obsession

  11. Source: May 20, 2014, “How Companies Improved Their Customer Experience Index Scores, 2014” Forrester report

  12. Source: March 20, 2014, “How Three B2B Firms Measure Customer Experience” Forrester report

  13. Is it possible to move your CX score? Source: October 6, 2014, “Brief: Why Good Customer Experience Isn’t Good Enough” Forrester report

  14. What is the future of CRM? Source: January 22, 2015, “Navigate The Future Of CRM In 2015” Forrester report

  15. No. 2: Support customers in their end-to-end journey.

  16. What is the future of CRM? Source: January 22, 2015, “Navigate The Future Of CRM In 2015” Forrester report

  17. No. 3: CRM is being deployed increasingly in the cloud • The CRM buyer is shifting to a business buyer Source: January 22, 2015, “Navigate The Future Of CRM In 2015” Forrester report

  18. No. 4: The CRM ecosystem verticalizes and fragments 5,000+ users 1,000 users 500 users 100 users 10 users Enterprise Increased verticalization Increased fragmentation Midsize Small

  19. Queuing and routing workforce management

  20. No. 5: The rise of mobile CRM

  21. No. 6: Clean data fuels customer engagement Source: November 25, 2014, “Better Customer Relationships Require Trusted Data” Forrester report

  22. No. 7: Social becomes a mature channel Phone Email Forums @ SocialWeb Search Webself-service Co-browse Chat Feedback

  23. No. 8: Operationalize insights from connected devices Source: June 8, 2015, “Modernize Your CRM In Six Steps” Forrester report and November 25, 2014, “Better Customer Relationships Require Trusted Data” Forrester report

  24. What is the future of CRM? Source: January 22, 2015, “Navigate The Future Of CRM In 2015” Forrester report

  25. No. 9: Empower employees to better serve your customers Fifty-eight percent of all employees engage with customers Source: June 11, 2014, “Serving Your Customer-Obsessed Employees” Forrester report

  26. Deliver consumer-grade interfaces

  27. No. 10: Use outside-in measures of success Outside-in perspective Productivity/efficiency Customer satisfaction/NPS Customer retention Increased revenue and company profitability

  28. What it means

  29. Kate Leggett Twitter: @kateleggett

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