Forrester Research Insights: Reimagine the CRM With Relationship Intelligence

Transcription

1 Forrester Research Insights: Reimagine the CRM With Relationship Intelligence Kate Leggett VP and Principal Analyst, Johnny Helmberger Senior Director for Sales,

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3 Vendors Deliver Products Vendors Manage Relationships

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11 PROFILE SITUATION FUTURE NEEDS

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21 Relationship Intelligence & Analytics

22 Relationship Analytics for CRM Engagement People & Change Risk & Investigations 80% Reduction in Early Investigation Time 75% Faster Onboarding for Reps 30% Increase in Client Retention 70% Improvement in Customer Mapping 60% Faster Identification of At-Risk Relationships 74% Forecast Improvement 105% Quota Achievement Improvement 5x more effective sales calls Source: The Databerg Report, Veritas Technologies,

23 Data Deluge and the Databerg Social 2.0 VS 40k+ n Relationships Social 3.0 Source: The Databerg Report, Veritas Technologies,

24 Measuring Engagement Month 1 Month 3 Month 6 Month 9 Month 12 TrustSphere All Rights Reserved. 24

25 Measuring Engagement 1. View employees entire network 2. Choose the strongest working relationships TrustSphere All Rights Reserved. 25

26 Relationship Transitioning The relationships of potential successors is compared to the incumbents and formal plans put in place to address gaps and build missing relationships. TrustSphere All Rights Reserved. 26

27 Effective Transitions Productivity Increased Generate relationship handover reports for any transition scenario. These rank all of the relationships the employee has, showing the communication volumes and the dates of last contacts in and out. Line managers are able to use these to make transitions much more detailed, targeted and minimize relationship loss and disruption. TrustSphere All Rights Reserved. 27

28 The weekly Relationship Summary Report The automatically generated weekly Relationship Summary Report provides a mini CRM in an giving employees a concise overview of their key relationships and communications for the previous week. TrustSphere All Rights Reserved. 28

29 Relationship Analytics for CRM #1 <10% 300% *Gartner Forecast: Enterprise Software Markets, Worldwide,

30 CRM Examples

31 Ensuring Smooth Relationship Transition TRANSITION REPORT SORT RELATIONSHIPS BASED ON RELATIONSHIP STRENGTH TRANSITION REPORT FOR 31

32 Relationship Strength

33 Additional or Missing Contacts Not in CRM 33

34 Enable your sales team to leverage warm introductions from within

35 Missing Contacts Not in CRM SHOW INFORMATION CREATE NEW CONTACT SHOW LATEST COMMUINCATION ACTIVITY LIST OF POTENTIAL CONTACTS IS ORDERED BY RELATIONSHIP STRENGTH 35

36 Providing a real 360 view

37 Who is communicating with my account?

38 Preventing revenue leakage by surfacing neglected accounts It costs 5x more to acquire a customer that retain one

39 Role Change and Attrition: Ensure Smooth Transitions

40 Who has the Strongest Relationship with a Contact? Drill down to get the details

41 Ability to Drill Down on Communication Flow by Contact

42 360 View: What s Happening Across Accounts and Contacts

43 360 View: What s Happening Across Accounts and Contacts

44 Improve CSAT: Early Warning System shows potentially neglected customers

45 LinksWithin

46 Leveraging Your Companies Collective Social Network Easily visualize the path of least resistance on your mobile device TrustSphere All Rights Reserved. 46

47 LinksWithin - Leveraging Your Companies Collective Social Network Identifying the best path to a prospect 47

48 About TrustSphere

49 So, what is Relationship Analytics? TrustSphere builds and maintains an enterprise s social graph based on actual communication flows, distilling insights from the activity on the network. Integrate Relationship Insights Analyze Note: The intelligence is contextual and the engine can ingest millions of communication logs on a real-time basis at an unprecedented scale and pace, leveraging our patented/patent pending technologies. Visualize 49

50 Surfacing Actionable Insights into Core Business Processes via Existing Applications Sales Analytics Risk Analytics People Analytics 50

51 Q&A

52 Thank you! Kate Leggett VP and Principal Analyst, Johnny Helmberger Senior Director for Sales,