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HPMC 2014 - How the customer 2.0 changed marketing - Microsoft
The document discusses how the rise of social media and connectivity has empowered customers, dubbed "Customer 2.0", who now expect seamless, personalized experiences across all channels. It notes that over 4.5 billion people are on social media, sharing opinions and influencing each other, and customers now research brands and make purchase decisions before ever engaging with companies. The new marketing paradigm requires adapting to the customer journey and providing amazing experiences through tools like Microsoft Dynamics CRM that integrate data and allow pervasive connections both inside and outside organizations.
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HPMC 2014 - How the customer 2.0 changed marketing - Microsoft
- 1. How the customer2.0 changed marketing
- 2. More than 4,5billion people are empowered to share their opinions, wants, and needs like never before. 44% of consumers complain via social media.
- 3. The social customeralso expects an unparalleled level of service. 20% expect a response within 1 hour via social media.
- 4. Everyone is connected,everywhere, all the time >4.5 billion >400 million people on social tweets per day about product, services, and brands >6.8 billion on mobile 150 average number of times a person checks their phone each day
- 5. Every touch pointmatters Reputation… Search… Shopping… References… Reviews… Ads… Engagement… Likes… Service…
- 6. Customers 2.0 knoweverything products customers competitors service employees brand
- 7. Decisions are madebefore you can even engage Customers are 57% through the sales cycle before they talk to you 70% Of Buying process complete without sales * * http://partnersinexcellenceblog.com/70-of-buying-process-completed-without-sales-invovlement/
- 8. Companies must adaptto the new customer journey
- 9. A New Paradigmfor Delivering Amazing Experiences
- 10. Microsoft Dynamics CRMis built to help you meet customer 2.0 needs People-first experience designed to bring you closer to your customers Pervasive connections and communications inside and outside the organization Personal experiences delivered across every interaction and engagement
- 21. More today's MarketingChallenges
- 22. Marketing Spend Allocations Traditional+ Digital/Social Excludes display and search ads Traditional Advertising Marketing Spend Allocations Digital/Social View Only Display ads Search ads Digital Marketing Email Marketing Digital Events Direct Marketing Search engine optimization 25% & growing Excludes digital events Company Websites Events Other areas: PR, MI, AR, marketing support and sales tools, collateral Excludes email marketing Source: IDC 2012 CMO Tech Marketing Barometer Study Social Marketing
- 23. Aligning to thecustomer experience The complexity of marketing Customer Engagement Effectiveness Awareness Engagement Customer Excellence Conversion Retention Programs Conversion Point Optimization Lead Management Cross-channel Experience Consistency Content / Nurture Social Listening Campaign Marketing Mgmt Web Content Mgmt E-commerce Platform Revenue Performance Analytics CRM Database Creative Design Ad Networks / PPC Web Analytics Email Marketing Social Media Marketing Marketing Automation Customer Lifecycle Cross- / up-sell Campaigns Mobile Marketing
- 24. Complexity can disturba great customer experiences Ad Networks SEM / PPC CRM Database Revenue Performance Analytics Social Listening Retention Programs eCommerce Platform Email Marketing Community Manager Cross-channel Experience Consistency Conversion Point Optimization Social Marketer Campaign Management Web Analytics Email Marketer Creative Design CMO Social Media Marketing SEO/SEM Agency Business Analyst Marketing Automation Mobile Marketing Cross- / up-sell Campaigns Ad Agency Web Content Mgmt Content / Nurture Marketing Lead Management
- 25. Welcome to Marketingby Microsoft Dynamics
- 28. Built for customerexperience http://www.microsoft.nl/crm http://www.Avanade.nl