Eight Elements Needed to Manufacture Extraordinary CX

For a manufacturing business to survive and thrive, simply producing a great product is no longer enough. Customer experience is the new battleground to win and retain customers, especially in a difficult economy. Technology, in the shape of the right CRM for your business, can help but how do you go about choosing the right system for your manufacturing organization?

Join us on this on-demand webinar as we break down needed to manufacture extraordinary customer experiences, allowing your business to gain a vital competitive edge.

Transcript

1. N o v e m b e r 2 0 2 0 David Campbell, VP, Product Marketing The Eight Elements Needed to Manufacturer Extraordinary Customer Experiences
2. © 2021 SugarCRM Inc. All rights reserved. Huge industrial transformation AI IoT Servitization E-Commerce 2
3. © 2021 SugarCRM Inc. All rights reserved. To Survive and Thrive Producing a great product is no longer enough. 3
4. © 2021 SugarCRM Inc. All rights reserved. Taking Care of Customers is Vital 4 81% of marketers say they will be competing on the basis of customer experience within a few years (Gartner) 50% Costs of acquiring a new customer have increased by 50% in five years
5. © 2021 SugarCRM Inc. All rights reserved. Race to the Bottom 5
6. © 2021 SugarCRM Inc. All rights reserved. There is a Better Way – With the Right CRM 80% of customers are willing to pay higher prices for better experiences (research from CapGemini) Imperative to know your customers history & anticipate needs 6
7. © 2021 SugarCRM Inc. All rights reserved. Eight Essentials for Extraordinary Customer Experiences #1 – Clear & Complete Data 7
8. © 2021 SugarCRM Inc. All rights reserved. Essential #1 Clear and Complete Data • Manufacturers have a lot of data • 8/10 data-strong businesses report higher company revenues • Look for a CRM to consolidate views of all data, no matter where it lives, so all employees have a complete picture of each customer 8 8
9. © 2021 SugarCRM Inc. All rights reserved. 9 Eight Essentials for Extraordinary Customer Experiences #2 – Easy to Use CRM
10. © 2021 SugarCRM Inc. All rights reserved. Essential #2 Ease of Use The right manufacturing CRM makes it easy to access exactly what you need, exactly when you need it • Can you get accurate sales projections at a glance? • Do dashboards and workflows make it easy to get a complete view of your customers? • Will onboarding take hours or months? • How intuitive is it 10 10
11. © 2021 SugarCRM Inc. All rights reserved. 11 Eight Essentials for Extraordinary Customer Experiences #3 – Customizations 11
12. © 2021 SugarCRM Inc. All rights reserved. Essential #3 Customizations Supplier logistics / Product information / Pricing policies Tailor each experience 12
13. © 2021 SugarCRM Inc. All rights reserved. 13 Eight Essentials for Extraordinary Customer Experiences #4 – Flexibility
14. © 2021 SugarCRM Inc. All rights reserved. Essential #4 Flexibility Automation Mobile Security App Consolidation Data Flexibility 14
15. © 2021 SugarCRM Inc. All rights reserved. 15 Eight Essentials for Extraordinary Customer Experiences #5 – Integrations 15
16. Essential #5 Integrations
17. © 2021 SugarCRM Inc. All rights reserved. 17 Eight Essentials for Extraordinary Customer Experiences #6 – Widespread Adoption
18. © 2021 SugarCRM Inc. All rights reserved. Essential #6 Adoption 18 Only 47% of companies report a CRM adoption rate of greater than 90% (CSO Insights)
19. © 2021 SugarCRM Inc. All rights reserved. 19 Eight Essentials for Extraordinary Customer Experiences #7 – Strong Support
20. © 2021 SugarCRM Inc. All rights reserved. Essential #7 Strong Support Without strong support, you may never get full value from your software. 20
21. © 2021 SugarCRM Inc. All rights reserved. 21 Eight Essentials for Extraordinary Customer Experiences #8 – Proven Track Record 21
22. Essential #8 Proven Track Record
23. © 2021 SugarCRM Inc. All rights reserved. In Summary 23
24. © 2021 SugarCRM Inc. All rights reserved. In Summary 24 Clear and Complete Data Simple to Use Customizations Flexibility Integrations User Adoption Strong Support Proven Track Record
25. © 2021 SugarCRM Inc. All rights reserved. Visit SugarCRM’s booth to learn more and download the Modern Manufacturer’s Guide to CRMs white paper. Resources 25 25 DOWNLOAD WHITE PAPER
26. © 2021 SugarCRM Inc. All rights reserved. Thank you! David Campbell, VP, Product Marketing 26