SlideShare utilise les cookies pour améliorer les fonctionnalités et les performances, et également pour vous montrer des publicités pertinentes. Si vous continuez à naviguer sur ce site, vous acceptez l’utilisation de cookies. Consultez nos Conditions d’utilisation et notre Politique de confidentialité.
SlideShare utilise les cookies pour améliorer les fonctionnalités et les performances, et également pour vous montrer des publicités pertinentes. Si vous continuez à naviguer sur ce site, vous acceptez l’utilisation de cookies. Consultez notre Politique de confidentialité et nos Conditions d’utilisation pour en savoir plus.
Salesforce and Cap Gemini share their knowledge on how to create more relevant interaction with your customers to increase customer loyalty. Central theme is the usage of social media, to get a better insight on your customer and to make your relationship with them more personal and relevant. With a customer case, knowledge about retail and a demo, you will get insight in how Cap Gemini and salesforce can help you and your company.
Collectively, the shift to social, mobile, and cloud computing have given companies entirely new ways to connect to customers. These computing shifts have given birth to major technology revolutions that change how we can connect to customers.Let me walk you through how the shift to social, mobile, big data, community, software & trust are revolutions are changing how we connect with customers.First, Social has given us new ways connect and share. Over 150 Million conversations about companies are happening every day in social media. Your prospects and customers are out there talking.Mobile has given us new ways to interact with our devices and apps on tablets, smartphones, and even desktops and TVs. For sales people, this provides new, easy ways of accessing data to be more productive. These devices are also local aware, we know now exactly where our customers are. We can respond with targeted ads and offers on their devices. For example, Caesar’s Palace casino built their high-rollers and app that delivers targeted offers to their customers based on location. So if a high roller walks into a competing casino, they automatically receive an offer for $1,000 of free chips if they come back to Caesars. That’s local intelligence.With Big Data & Analytics – we can track and analyze more and more customer data to make sense of what our customers are doing. For example, GE tracks maintenance data in its jet engines in real time so they can make recommendations on when and how to service them before the airline even knows.And customers want to join and be part of a community. They want to share with each other. GE created a community of CFOs from mid-market companies on Salesforce called GE Access. It’s a place CFOs can share ideas and best practices to learn from other customers, from GE, and experts in the industry. Today, companies communicate with customers through applications. Mobile apps, web apps, Facebooks apps, etc. Everything is an app. Even your car has apps in it. Every company needs to deliver great apps. And successful companies are using cloud platforms to build these apps.When you add all of these things up, this customer revolution is also a trust revolution because when you combine greater access and information (privacy, identity, money) on your customers, it must be built on trust.And you do all of this in the cloud. It connects everything. You don’t need servers or data centers to connect anymore.
Bridge MS message on Consumer Technology Trends to how this is being used by shoppers in their journeys… (in order to introduce the all-channel journey-concept)
So therelevancy model statesclearlythatyouneed to makestrategicchoices: where to dominate, where to differentiate, and where to be at par. Butmaking the right choicehere, meansthatyouthoroughlyneed to understandyourcustomers.
Salesforce for Retail: Become a connected store
How to become a connected store?Andries OskamAccount Executive
Cloud ComputingNew ways to connect everythingNew Ways To Connect With CustomersSocialNew ways toconnectTrustNew ways tobuild relationshipsMobileNew ways to reachcustomersBig DataNew ways todiscover insightCommunityNew ways tocollaborateAppsNew ways to buildapps
All-ChannelExperienceBeing Relevantto Digital Shoppers in RetailKees JacobsRotterdam, 18 June 2013