Optimér kundeoplevelsen Øg salget. Digitaliser din forretning!

Transcription

1 Optimér kundeoplevelsen Øg salget Digitaliser din forretning!

2 ABOUT TM Founded in employees in NO, DK, NL, SE, RO and UK Head office in Copenhagen Consulting, implementation and support E-commerce and Marketing automation Data mining online customer experience

3 Udfordringer med fremdrift i digitaliseringsprocessen - Nøgleområder

4 E-COMMERCE MATURITY Taking orders Making orders Cognitive Commerce Replicate offline catatalog Make it easy for customer to find right products Better experience Loyalty and give same message cross channel Use data to get insight and to use automation to give a better experience Routine orders away from phone so sales can focus on selling not taking orders Execute our strategy: Sell more and with better margin Integrate into customers value chain Natural language interaction Augmented reality

5 FOCUS i Commerce Data & Indsigt Automatisering Data & Indsigt Experiments & Agility Personalisering

6 Our success at Amazon is a function of how many experiments we do per year, per month, per week, per day... /Jeff Bezos, CEO Amazon

7 WHAT IF USERS HAD DESIGNED BOOKING.COM or AMAZON.COM

8 Time to market, ROI, Agility 170 Daily vs. Bi-Monthly vs. Base Base Waterfall Agile Burlton, Business Process Management NPV calculation

9 Dear Distributor/Wholesaler: Think More Like ecommerce Companies

10 FOCUS i Commerce Data & Indsigt Automatisering Data & Indsigt Experiments & Agility Personalisering

11 METRICS NOT ACTIONABLE ARE JUST VANITY DATA

12 Automated analysis quantifies financial impacts

13 Automatic struggles detection

14 EXAMPLE: ONE PAGE -SALES Your customer xxx: Profile:.. Is price sensitive in category xx, and prefers brand yy in category xx, often uses express delivery, irregularly purchase pattern.., segments.project buyer.... SOW:<40%, Churn:<40% Potential for cross /up-sales, recommendation, relevant articles, has potential in product /categories, are not using xx part of his contract..based on potential.. SOW<40% Changed behaviour: Stopped/started investigating/buying xxx. Activity: Latest purchase, Orders, behaviour, open cases Actions to take:

15 E-commerce framework

16 E-commerce framework MANUEL INVESTIGATION WORKSHOPS WEBSITE ANALYSIS BENCHMARKS EVALUATION Capabilities As-is Attract, Inspire and educate Select and decide Ordering Logistic and payment Self service Segmentation 0, Personalization Promotion and marketing 0,2 0, Omni channel 0, Sales and Customer service 0, Rich content 1, ,5 Basis B2B - user friendly 2, ,75 2,75 2,75

17 Attract, Inspire and Logistic and Capabilities educate Select and decide Ordering payment Self service Segmentation (customer / user) Personalization Promotion and marketing Omni channel Sales and Customer service Rich content Basis B2B - user friendly Secure Customer integration Backend integration Automation & cognitive Insight and analytics Configuration and Agility (Fast and flexible) Execution on strategy and tactics

18 AS-IS: EXAMPLE Capabilities As-is Attract, Inspire and educate Select and decide Ordering Logistic and payment Self service Segmentation (customer / user) 0, Personalization Promotion and marketing 0,2 0, Omni channel 0, Sales and Customer service 0, Rich content 1, ,5 Basis B2B - user friendly 2, ,75 2,75 2,75

19 Examble: As-is > To-be As-is Phase 1 Phase 2 Segmentation (customer / user) Execution on strategy and 4,5 4 Personalization tactics 3,5 Configuration and Agility (Fast 3 Promotion and marketing and flexible) 2,5 2 1,5 Insight and analytics 1 Omni channel 0,5 0 Automation & cognitive Sales and Customer service Backend integration Rich content Customer integration Basis B2B - user friendly Secure

20 E-COMMERCE GENERATION 1 2 Taking orders Making orders Cognitive Commerce Replicate offline catatalog Make it easy for customer to find right products Better experience Loyalty and give same message cross channel Use data to get insight and to use automation to give a better experience Routine orders away from phone so sales can focus on selling not taking orders Execute our strategy: Sell more and with better margin Integrate into customers value chain Natural language interaction Augmented reality

21 Questions