Webinar - Microsoft CRM 2011 and your Customer Experience Strategy
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Learn about how Avtex thinks about CRM. Why is it our choice as a repository of all customer data? What kinds of capabilities has Microsoft built into their version of CRM that help it become the hub of your Customer Experience strategy?
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Webinar - Microsoft CRM 2011 and your Customer Experience Strategy
- 1. Welcome to Websday Weekly Webinar Series on Wednesdays by Avtex Microsoft CRM 2011 and your Customer Experience Strategy Date/Time: 09.19.2012 10:00 AM CDT Presenter: Bart Sneary, VP of CRM, Avtex Learn about how Avtex thinks about CRM. Why Bart Sneary is it our choice as a repository of all customer VP of CRM, Avtex data? What kinds of capabilities has Microsoft built into their version of CRM that help it become the hub of your Customer Experience strategy? Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
- 2. Websday Schedule Upcoming Schedule of Websday Topics Date / Time Topic 09.19.2012 10:00 AM CDT Interaction Dialer overview - Outbound dialing made even more powerful 10.03.2012 10:00 AM CDT Top 10 Reasons to Upgrade CRM Dynamics to CRM Dynamics 2011 10.10.2012 10:00 AM CDT SharePoint and Nintex: Better Together 10.17.2012 10:00 AM CDT Managing Quality Assurance in your contact center with Interaction Recorder and Interaction Analyzer Websdays: Weekly Webinar Series on www.avtex.com/websday Register Today Wednesdays by Avtex www.avtex.com/websday
- 3. Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Keynote Speaker Harley Manning 10.25.2012 Vice President Customer Experience Register Today Minneapolis, MN Forrester www.avtex.com/conference2012 Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
- 4. About Avtex Committed to Interaction Optimization Company Founded: 1972 Bloomington, MN (HQ) Milwaukee, WI Employees: 200 Revenue: ~$50M Pohlad Family Owned Microsoft Gold Partner Interactive Intelligence Partner Atlanta, GA Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
- 5. Our Mission Our mission is to use our technology know-how to enable our clients to deliver an exceptional experience to their customers Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
- 6. Avtex 360° Technology Enabled Customer Experience Solutions for every Point of Interaction Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
- 7. The Optimized Customer Experience It’s not about multi channel Interactive Voice Social Video Portals Next ... Response IVR It’s about cross channel Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
- 8. CRM Impact - Let’s break it down Interactive Voice Social Video Portals Response IVR Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
- 9. Microsoft Dynamics CRM An End to End Solution Marketing Extended CRM Effectiveness Applications Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
- 10. Why Microsoft Dynamics CRM? User Experience Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
- 11. 3 core tenants of CXM • Set Goals and Metrics for them • Standardize Processes • Provide real-time role-tailored feedback Websdays : Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
- 12. DEMO Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
- 13. The Winner Is … Free Copy of Microsoft Office 2010 Professional Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
- 14. Thank You! Thank you for attending Websday. We hope to see you at a future session. www.avtex.com/websday Websdays: Weekly Webinar Series on Wednesdays by Avtex www.avtex.com/websday
Notas do Editor
- Our mission is to use our technology know-how to enable our clients to deliver an exceptional experience to their customers
- This slide should be used to tell the comprehensive story about Avtex. Focus on breadth and depth during this slide. Avtex provides virtually every capability to enable a company to improve their customer experience by optimizing interactions through technology integration and implementation. Core Four: Portals, Unified Communications, Contact Center and CRM are critical tools for establishing a customer experience frameworkInfrastructure: A solid infrastructure is required for solutions to perform their bestIntellectual Property: Avtex has invested in building a team to develop intellectual property for common challenges that our customers face leveraging common platforms. We are continually doing R&D innovation on emerging platforms to better understand how they may impact our customersApplication Development / Integration and Customization: Virtually every one of our solutions involves integration with other systems and solutions. This integration may involve customizing certain capabilities to meet a customers unique requirements. We also design custom applications if an existing platform solution doesn’t meet the needs of a customer.Strategic Consulting: We have created a team dedicated to strategic customer experience consulting. This team is focused on working with organizations to better understand their customers journey and how technology aligns to their strategyProfessional Services: Avtex provides professional services to support all of the areas above.
- Use this slide to convey that an optimized customer experience is one that focus on INTEGRATION across channels and not focused on standing up more silos. Put yourself in the shoes of a customer and imagine some of the poor experience you have had as a customer. Getting bounced around when calling into a contact center and having to provide your same information (customer name, account # etc.) multiple times. This situation is a by-product of poor integration of systems and processesInconsistent information across multiple channels such as a website and when calling into a contact centerKey Message is CROSS CHANNEL INTEGRATION
- Goal ManagementWorkflow and DialogsDashboards