PwC presented on key CRM trends and priorities for C-level executives. The presentation covered 3 main CRM trends: mobility allowing customers to engage anytime from anywhere; social media allowing companies to monitor and engage customers; and intelligence bringing customer insights to improve business value. It also found that C-level executives are prioritizing improving the customer experience and growing their customer base. Over half of CEOs expect to make major changes to their customer strategies in the next year to adapt to these shifting trends and priorities.

1. Customer impact
Dynamic Business Event
www.pwc.com
Serge Hanssens
April 2013

2. PwC
Agenda
a) CRM Trends
• Mobility: anywhere, anytime
• Social media: monitor and engage
• Intelligence: bring value to your business
b) C-level priorities
c) Conclusions
Slide 2

3. PwC
Quiz
This section is interactive, you can use your
voting pads!
Slide 3

4. PwC Slide 4
0%
100%
0%
0%
0% 1. Cyber Risk Market
2. Credit Rating Matrix
3. Customer Reactivity Measure
4. Customer Relationship Management
5. First time I see it
What does CRM mean ?

5. PwC Slide 5
38%
19%
43%
0%
0% 1. Oracle
2. SAP
3. Microsoft
4. Salesforce
5. Don’t know
What is the best CRM software ?

6. PwC
CRM trends
1. Mobility: anywhere, anytime
2. Social Media
3. Intelligence
• Flexibility, integration and interfacing are key
competitive advantages
Slide 6

7. PwC Slide 7
48%
29%
14%
0%
10% 1. 3.7 b
2. 4.8 b
3. 5.3 b
4. 6.1 b
5. 6.9 b
How many mobile subscriptions in
2013 ?
1 Mobility

8. PwC
75% of the world population had
already subscribe for a mobile in
2011, today it is more than 96%
1 Mobility
0
1
2
3
4
5
6
7
8
Mobile subscribers world population
Billions
2011
2013
6.9 b
6,9 b
7,1 b
5.3 b
Source : Statistics
from the
International
Telecommunication
Union (ITU)
Slide 8

9. PwC Slide 9
43%
43%
14%
0%
0% 1. 12 %
2. 23 %
3. 36 %
4. 55 %
5. 74 %
In the USA, what is the % of the
people accessing the web with their
mobile devices?
1 Mobility

10. PwC
Mobile access to internet in % of the
total population (USA)
1 Mobility
50%
55%
60%
65%
70%
75%
80%
85%
90%
PC accesss Mobile access
2012
2016
+50%
84%
Source: PwC’
Slide 10

11. PwC Slide 11
21%
47%
11%
11%
11% 1. 4%
2. 8%
3. 12%
4. 20%
5. 34%
What is the % of B2C spending on the
internet today ?
1 Mobility

12. PwC
B2C spending
1 Mobility
0%
5%
10%
15%
20%
25%
mcommerce
2012
2016
4% ($80 b)
16%
($554 b)X 4
Source: PwC’
Slide 12

13. PwC
56% of Senior Executives will invest
more in Mobile technologies in 2013
compared to 2012
56%
30%
20% 30% 40% 50% 60% 70%
Will invest more in 2013
Curently investing in
Mobile technologies for customers
World
Americas
Europe
Asia-Pac
1 Mobility
Source: PwC’
Slide 13

14. PwC
CRM trends
1. Mobility
2. Social Media: monitor and engage
3. Intelligence
• Become key to influence customers decisions
making process
Slide 14

15. PwC Slide 15
16%
11%
11%
21%
42% 1. > 1 b
2. 900 M - 1 b
3. 800 - 900 M
4. 700 - 800 M
5. 500 - 700 M
How many are Facebook’s active
users in the world ?
2 Social Media

16. PwC
Almost one billion active users on
Facebook within 7 years
Source : Facebook, Youtube,
Twitter, Google+, Linkedin,
Pinterest (2012)
2 Social Media
0
200
400
600
800
1000
1200
Millions
World
US
Slide 16

17. PwC Slide 17
11%
11%
11%
0%
67% 1. > 1 b
2. 800 m - 975 m
3. 750 m - 800 m
4. 500 m - 750 m
5. 250 m – 500 m
How many people did see the
Gangnam Style video on the internet
within less than 6 months ?
2 Social Media

18. PwC
The world largest watched video
ever…
Social Media
2
0
200
400
600
800
1000
1200
Millions
Gangnam Style views 2012
Gangnam style
Billion views
Source :
Channelmetter
Web observatory
Slide 18

19. PwC Slide 19
6%
6%
22%
17%
50% 1. Official brand blog
2. Youtube
3. Facebook’s brand page
4. Facebook’s personal page
5. Twitter
Where the customers are looking for
a response about a brand ?
2 Social Media

20. PwC
Brands have to be present on social
networks because it is what
customers are expecting
Social Media
2
Moreover they expect companies
to have specific communication
channels such as:
« The social media report 2012» by Nielson and NM Incite
Slide 20

21. PwC Slide 21
27%
40%
20%
13%
0% 1. 15 to 45 %
2. 29 to 59 %
3. 39 to 69 %
4. 49 % to 89 %
5. More than 90 %
What is the % of customers that will
abandon their purchase due to a bad
customer experience/service ?
2 Social Media

22. PwC
Social network customer is much
more demanding....
• Good experience
– spending amount
will increase by 11
to 21%
• Bad experience –
83 to 49% of
customers will
abandoned their
purchase intention
2 Social Media
Source: « The social media report 2012» by Nielson and NM Incite
Slide 22

23. PwC Slide 23
11%
44%
39%
6%
0% 1. Negative growth
2. Stable growth
3. Growth between 0 and 10 %
4. Growth > 10 %
5. No relation can be made
Companies with a :
Which type of companies are more
using the social networks ?
2 Social Media

24. PwC
High growth companies are more
connected to social media than others 2 Social Media
0%
5%
10%
15%
20%
25%
30%
35%
40%
Daily Never
Frequency of use / growth of the
company
Negative
Stable
0 to 10%
More than 10%
How social technologies
drive business success
Slide 24

25. PwC
Mobility and social media
investments are increasing rapidly 2 Social Media
0% 20% 40% 60% 80%
Marketing Email
Website
Mobile solution
SMS/MMS
Social Media
Mobile Application
Companies Investment priorities
2011
2012
Growth
Stable
Decrease
Source: PwC
Slide 25

26. PwC
Collaborative innovation:
“let customers talk about how they
feel our future”
Some social media ex: Some product ex:
2 Social Media
• “L’atelier SFR” for mobile technologies
in French telecom
• “Quirky” is a partnership between a US
social website and Auchan
• “Novin” a French collaborative
innovation portal
• “Renault SA” use of collaborative
innovation to custom its offer
FEMTO box (3G relay )
STEM Citrus Spritzer
DIGIT text with gloves on
Slide 26
Creative social networking: customer targeting
Godiva Chocolatier create d an affordable product line. Gems
was the biggest global launch ever for Godiva, ringing up $35
million on a product that may reach 10% of the company’s
worldwide sales in its first year (2010).

27. PwC
CRM trends
1. Mobility
2. Social Media
3. Intelligence: bring value to your business
• The “Voice of the customer” give key insights on
trends and needs
Slide 27

28. PwC Slide 28
0%
12%
65%
12%
12% 1. In the 19th century
2. In the 19th and 18th centuries
3. In the 20th, 19th, 18th and 17th centuries
4. Until 2003
5. Don’t know
We produce today a volume of data
in two days that is equivalent to what
humanity has produced…
Intelligence
3

29. PwC Slide 29
0%
30%
10%
25%
35% 1. Mobile technology
2. Business intelligence
3. Cloud computing
4. Social media
5. None of those
What will be bring the greatest
positive impact on your business over
the next five years ?
Intelligence
3

30. PwC
Business Intelligence is the second
priority….
Intelligence
3
20% 30% 40% 50% 60%
Social media
Cloud computing
Business intelligence
Mobile technology
Which do you believe will have the greatest positive impact on
your business over the next five years ?
Source: PwC, Oxford Economics and Gartner - “The new digital economics”
Slide 30

31. PwC Slide 31
68%
21%
0%
5%
5% 1. 10 % or less
2. 10 % to 20 %
3. 20 % to 30%
4. 30 % to 40 %
5. More than 40%
How many firms consider that they
have a lack in Business Intelligence
(BI) ?
Intelligence
3

32. PwC
Over 1/3 of companies do not have
the right BI tools (PwC)
Intelligence
3
0% 10% 20% 30% 40% 50%
Developing market
Developed markets
TIC and entertainment
Retail and consumer
Manufacturing
Life sciences
Financial services
The risk of not having real-time tools to BI strategy
Source: PwC,
Slide 32

33. PwC
C-Level Priorities
• Customer is at the center of C-Level concerns
• 1.300+ C-Level surveyed
Source: PwC 16th Annual Global CEO Survey 2013
Slide 33

34. PwC Slide 34
13%
0%
33%
20%
33% 1. R&D and innovation
2. Implementing new technology
3. Growing there customer base
4. Filling talent gaps
5. Improving operational effectiveness
What is C-Level first investing priority ?

35. PwC
Customer focus is top priority
1
3
2
Slide 35

36. PwC Slide 36
28%
6%
11%
33%
22% 1. New product or service development
2. Organic growth in existing domestic market
3. Organic growth in existing foreign market
4. New operation(s) in foreign market
5. New M&A / joints ventures / strategic alliances
Which of the following do CEOs see as the
main opportunity to grow their business in
the next 12 months ?

37. PwC
These opportunities require solid insights
and customers centered organizations
2
1
Slide 37

38. PwC Slide 38
12%
6%
35%
24%
24% 1. Less than 30 %
2. 30 to 50 %
3. 50 to 70 %
4. 70 to 80%
5. More than 80 %
How many CEOs expect customer strategy
changes over the next 12 months ?

39. PwC
C-Levels anticipate some to major change
over the next 12 months
31%
44%
32%
51%
42%
55%
17%
13%
12%
82%
86%
87%
Slide 39

40. PwC
Conclusions
• Better, faster and fully integrated customer
experience
Slide 40

41. PwC
Mobility and social engagement is the norm,
analytics will be key to win more business and
develop competitive advantage.
Integrated
customer
experience
• Mobility: anywhere, anytime
• Social media: monitor and engage
• Intelligence: bring value to your business
Key trends
• Customer are much more demanding
• Fast growing companies/markets are leading
• C-Levels strongly focus their priorities on Customers
Key outcome
Slide 41

42. PwC
Benefits :
• Differentiate your company
services & products
• Increase customer loyalty,
satisfaction and margins
• Lower customer churn
rate and acquisition costs
• Expand market share
• Be in control of the
relationship and ahead of the
trends / needs
Slide 42
Customer impact, let’s exceed expectations ...
Serge Hanssens
Tel.: (+352) 49 48 48 – 2289
serge.hanssens@lu.pwc.com

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not constitute professional advice. You should not act upon the information contained in this
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information contained in this publication or for any decision based on it.
© 2013 PricewaterhouseCoopers S. à r.l.. All rights reserved. In this document, “PwC” refers to
PricewaterhouseCoopers S. à r.l. which is a member firm of PricewaterhouseCoopers
International Limited, each member firm of which is a separate legal entity.
Björn Schmidt, Manager
Tel.: (+352) 49 48 48 – 54 51
E-mail: bjorn.schmidt@lu.pwc.com
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