Keeping a Customer Focus in a Digital World

Transcription

1 Keeping a Customer Focus in a Digital World Featuring: Kelly Squizzero, Infor Lisa Russell, Infor Chris Weaver, Infor Jenel Stelton-Holtmeier, Modern Distribution Management Sponsored by: November 17, 2016

2 Agenda Intro Results from the 2016 Customer Focus Survey Customer Centricity: Identify, Engage, Connect Demystifying the Internet of Things Q&A

3 Speakers Kelly Squizzero Lisa Russell Chris Weaver Jenel Stelton-Holtmeier Director, Industry & Solution Strategy, Distribution Infor Marketing Director, Distribution Infor Sr. Manager, Software Development Infor Editor MDM

4 MDM-Infor Keeping a Customer Focus Survey

5 MDM-Infor Keeping a Customer Focus Survey We only consider what we absolutely need at any given time 16% What approach does your company take regarding an overall digital or technology strategy? We have a comprehensive digital strategy 31% We only consider what we absolutely need at any given time 7% No strategy, per se, but always evaluating 14% We have a comprehensive digital strategy 44% We have a general strategy for upgrades and some innovation 53% We have a general strategy for upgrades and some innovation 35%

6 MDM-Infor Keeping a Customer Focus Survey In which platforms are you considering investment? E-commerce 65% 71% CRM Business intelligence tools Mobile 45% 52% 40% 41% 37% 40% ERP 36% 48% 0% 20% 40% 60% 80%

7 MDM-Infor Keeping a Customer Focus Survey What is your primary goal with your technology investment? Improve the overall customer experience (how they feel after doing business with you) Improve operational efficiencies Improve profitability Improve customer engagement Improve internal communication/cooperation Improve customer service 0% 5% 10% 15% 20% 25% 30% 35%

8 MDM-Infor Keeping a Customer Focus Survey How do your customers prefer to buy from you? Using Calling in the order Online, self-service on a computer Using EDI Other (please specify) In person at the customer location In person in a branch Using a mobile device (tablet, mobile phone, etc.)

9 MDM-Infor Keeping a Customer Focus Survey Where are you seeing the biggest growth? Online, self-service on a computer Using a mobile device (tablet, mobile phone, etc.) Using Using EDI Other (please specify) Calling in the order In person at the customer location In person in a branch

10 MDM-Infor Keeping a Customer Focus Survey How do you know how your customers prefer to buy from you? They've told us (through polls, talked to salespeople, etc.) Analyzed data around shopping behavior I don't know. Other (please specify)

11 MDM-Infor Keeping a Customer Focus Survey How do you know how your customers prefer to buy from you? They've told us (through polls, talked to salespeople, etc.) Analyzed data around shopping behavior I don't know. Other (please specify) Customer surveys Industry standards Assumption: If they preferred a different method, they d buy somewhere else.

12 MDM-Infor Keeping a Customer Focus Survey How do you identify changes in customer buying preferences? Salespeople share what they hear and see in the field, but there's no formal process. We survey our customers on a regular basis (either via or online polls) to gauge their interests. Salespeople enter data into our CRM that allows us to monitor changes in the relationship.

13 MDM-Infor Keeping a Customer Focus Survey Do you use CRM? 34% Yes 66% No

14 MDM-Infor Keeping a Customer Focus Survey Which of these technologies do you expect to have an impact on your business? Sensors on products 35% Sensors on equipment 35% Image/video recognition (QR-codes) 28% GPS 25% 3D printing 25% 0% 5% 10% 15% 20% 25% 30% 35% 40%

15 MDM-Infor Keeping a Customer Focus Survey What concerns do you have about the internet of things? Security/concerns about privacy 24% Cost/questionable ROI 20% Usability 20% Disintermediation (Will manufacturers still need distributors?) 16% Don t see a role for it in my business 13% 0% 5% 10% 15% 20% 25% 30%

16 Keeping a Customer Focus in a Digital Age 1

17 The rise of experience 2

18 Did you know? 2 Walker Info 3 (Dimensional Research) 4 (White House Office of Consumer Affairs) 3

19 Survival in the Era of the Empowered Customer Anticipate their needs Provide a good, consistent experience Require little effort on their part Delight them 4

20 Operational Efficiency Customer Engagement Employee Engagement 5

21 Identify Customer Needs 6

22 6 Steps to Identifying Customer Needs Conduct Market Research Obtain Customer Feedback Set up Customer Advisory Boards Shadow your Customers Analyze your Competition Track & Analyze Customer Data 7

23 6 Steps to Identifying Customer Needs Conduct Market Research Obtain Customer Feedback Set up Customer Advisory Boards Shadow your Customers Analyze your Competition Track & Analyze Customer Data 8

24 6 Steps to Identifying Customer Needs Conduct Market Research Obtain Customer Feedback Set up Customer Advisory Boards Shadow your Customers Analyze your Competition Track & Analyze Customer Data 9

25 6 Steps to Identifying Customer Needs Conduct Market Research Obtain Customer Feedback Set up Customer Advisory Boards Shadow your Customers Analyze your Competition Track & Analyze Customer Data 10

26 6 Steps to Identifying Customer Needs Conduct Market Research Obtain Customer Feedback Set up Customer Advisory Boards Shadow your Customers Analyze your Competition Track & Analyze Customer Data 11

27 6 Steps to Identifying Customer Needs Conduct Market Research Obtain Customer Feedback Set up Customer Advisory Boards Shadow your Customers Analyze your Competition Track & Analyze Customer Data 12

28 Operational Efficiency Customer Engagement Employee Engagement 13

29 Employee Engagement Employee Engagement 14

30 Over 1 in 3 US workers were born into the Millennial generation 78M Baby Boomers in the US will retire over the next 10 years Baby Boomers defined as people born between Source: Deloitte, Managing the Talent Crisis in Global Manufacturing 15

31 Transform the way you work Beautiful user experience Powerful search engines Social collaboration Embedded contextual BI & web parts HomePages Workflow and alerts Mobility 16

32 Customer Engagement Customer Engagement 17

33 Converged Commerce Single Selling Platform For Customer Engagement 18

34 Converged Commerce Innovation Points COMMERCE CUSTOMER DATA CAMPAIGNS COMMUNITY Consistent experiences across: Consolidated customer data across all touchpoints: Multi-channel campaigns personalized for: Experiences shaped around people including: Mobile Identified audience Employees Web Voice Web Stores segments Real-time behavior Influencers Customers Stores 19

35 An engagement platform that works from end-to-end ENGAGE ORDER TRANSACT SERVE FOLLOW UP ANALYZE & LEARN Beautiful, intuitive design Dynamic, personalized content Omni-channel support Optimization across devices Secure Login Open Interfaces Content on Context Search Product location and selection Shopping cart Order quantity Click to Collect Inventory check Price/Promos Discounts Order submission Tender Order confirmation Order service Inventory allocation Pick and pack Receiving Dispatch Delivery Invoice or card payment Order status checks Invoices checks Shipment tracking Invoice payment Invoice match Survey Analytics & KPIs Buying behavior Visitor and usage tracking Predictive modeling Automatic adaptability Connect disparate processes to give a single view for customer facing processes 20

36 Web & Mobile Experience Management Recommendation Engine ecommerce Configure, Price, Quote CRM Campaign Management Marketing Resource Management Contract Lifecycle Management Service & Warranty 21

37 Operational Efficiency Operational Efficiency 22

38 The future belongs to networked companies 23

39 The power of networks 24

40 The business network 25

41 Complexity Enterprise Enterprise 80 % of the data needed to effectively run a global supply chain resides with partners Suppliers Manufacturing Distribution Channels / Customers 26

42 Supply chain continuous visibility Factory Ocean Port Warehouse Truck Dealer Workshop Customer Site 27

43 Deliver the Perfect Order Remove Complexity of Pick & Pack Improve Labor Productivity Automate Carrier Selection & Load Planning Shipment Orders Optimize Warehouse Shipping Carr ier Rul Routin es g Guides Rate Contr acts Tender ing Metho ds Rate & Route Carrier Tender 28

44 Technologies to Maximize Efficiency UX Collaboration Workflow / Alerts Process integration Analytics Document Management Reporting 29

45 Software as a Service On Premise Hosted SaaS Applications Applications Applications Data Data Data Middleware Middleware Middleware O/S O/S O/S Servers Servers Servers Storage Storage Storage Networking Networking Networking Customer owns data Subscribe 30

46 Cloud solutions outperform on premise 40% 30% 20% 36% 18% 24% 25% 16% 17% 21% 3X improvement in profit margins 10% 7% 0% Decrease in time it takes to make decisions Decrease in cycle time of key processes Improvements in complete, on-time delivery Improvements in profit margins Cloud Source: Aberdeen Group, The Benefits of Cloud ERP: It s About Transforming Your Business 31

47 Internet of Things 32

48 Demystifying IoT A network of internet-connected objects able to collect and exchange data Real-Time Monitoring Work Autonomously Self-Learning 33

49 Demystifying IoT Things Systems Includes machines, devices, sensors, consumer products, vehicles, etc. Include business applications, analytics systems, data warehouses, and control systems People Includes workers and consumers; employees, partners and customers 34

50 Disruptive Innovations Drones Continuous cycle counting Damaged product recognition Job site inspections Additive Manufacturing (3D Printing) Micro manufacturing Build on demand Plastics, metals, concrete Telematics Increase order pick accuracy Track high valued inventory in real-time 35

51 Asset Tracking Real-time location tracking and notification Geo-fencing for forklifts/equipment Detect customers entry/exit (and movement) Collaboration AWS IoT Integration Connector Asset Management SMS 36

52 Conversational ERP Pricing and availability Place orders Discuss account information Order details 37

53 Cloud CRM IoT Configuration / Directed Selling Supply Chain Execution Operational Efficiency Customer Engagement Marketing Networks Employee Engagement ecommerce Personalization Human Capital Management Workflow Collaboration 38

54 39

55 Questions? Keeping a Customer Focus in a Digital World Sponsored by: November 17, 2016