cemax - manufacturing innovation

Manufacturing Innovation through Customer ExperienceManufacturers’ Forum, October 6, 2016

Customer Experience Solutions

Please buckle up your seats – we will be soon taking off, enjoy your flight. OUR AGENDA

Definition

Benefits

Technologies

Q&A, DEMO

R.O.I


Gartner: Crowdsourcing will give an organization more bang for its innovative buckINNOVATION THROUGH CUSTOMERS

3 Main Technologies can help in utilizing the power of Crowdsourcing to drive Innovation: Customer Experience, Idea Management and Voice of the Customer.

CustomerExperience

Idea Management

Voice of theCustomer

www.c-m-x.com

“Crowdsourcing is the process of obtaining needed services, ideas, or content by soliciting contributions from a large group of people, especially an online community, rather than from employees or suppliers. It was coined in 2005 as a portmanteau of crowd and outsourcing”

Source: https://en.wikipedia.org/wiki/Crowdsourcing

Crowdsourcing

CUSTOMER EXPERIENCE MANAGEMENT

Cross Media Feedback Management, improve products and services based on customer feedback

Definition: Customer Experience Management

Using Complaint Management and Customer Feedback to promote the design and development of new products, features and improvement of product quality.

Feedback Sources can be: End Customers, Suppliers, Distributors and Retailers.


Customer Experience Management (CEM) solutions help to build a positive relationship with customers, strengthen brand loyalty and promote a long term customer life cycle.

Customer Experience Management

CEMWeb Portal

UnifiedInbox

Dashboard Analytics

& Reports

AdaptiveWorkflow

KnowledgeManagement

CorrespondenceEngine

Social MediaInteraction

ServiceManagement


CEM TECHNOLOGICAL BLUEPRINT

AdaptiveWorkflow



WebPortal

Enterprise feedbackManagement

KnowledgeManagement

Analytics& Reports

ExecutiveDashboard

Business Applications Analytics

SocialMedia

Phone

Mobile

Fax

Letters

Email

UnifiedInbox

Communication

CEM BENEFITSStandardize Service OperationsStreamline your services with standard operating procedures, processes and policies.

Analyze Customer InteractionsUtilize a full suite of reporting and analytic tools including full drill-down capabilities and root-cause analytics

Gain Insight from CustomersUnderstand your customer needs, pains, preferences and behaviors to identify the key drivers of customer dissatisfaction.

Optimize Workflow ProcessesCreate efficient task assignment, workflow and activity monitoring processes to ensure a fast response and effective use of resources at each level of operation.

Increase Self ImprovementGet customer feedback from your customers and learn how to improve daily operations for each business unit and service level.

VOICE OF THE CUSTOMER

Definition: Voice of the Customer

Sampling customers from a population via survey data collection techniques, such as questionnaire, focus groups, Net Promoter Score and more.

Surveys Can be:• Service Based Surveys - Distribute survey after specific event such as

service call, hotel visit, product repair etc.

• Product Survey - Distribute survey following purchase of products or goods.

• NPS - a customer loyalty metric, from -100 to 100, measures the loyalty that exists between a provider and a consumer.


A Voice of the Customer (VoC) solution helps organizations to “listen” to the customer via any communication channel and make sure the “customer voice” gets heard throughout the entire organization.

VOICE OF THE CUSTOMER

DashboardAnalytics & Reports


Workflow &Automation

KnowledgeManagement

SurveyManagement

Multi-ChannelInsights

MobileApps


Make sure the “customer voice” gets heard throughout the entire organization. Create a customer-centric focus.VOC BENEFITS

Listen To Your CustomersListen to your customer on a much larger scale via a wide range of communication channels including online surveys, social media and mobile apps.

Understand Customer NeedsCollect and analyze information from your customers. Get to know customer needs, preferences and experiences to improve business operations across the entire organization.

Improve Products & ServicesGain insight about customer needs and wants, identify product defects and learn about the features your customers’ value.

Increase Customer SatisfactionIdentify needs and opportunities to improve customer satisfaction. Engage with customers through multi-channel communication to reduce churn and improve customer retention.

IDEA MANAGEMENT

A systematic process for capturing, and evaluating ideas – and turning the best ideas into practical, real-world innovationDefinition: Idea Management

A structured process of capturing, discussing and improving, organizing, evaluating and prioritizing valuable insight or alternative thinking that would otherwise not have emerged through normal processes.

Usually an open platform where ideas are been submitted, evaluated, processed and executed.


A structured process of capturing, discussing and improving, organizing, evaluating and prioritizing valuable insight or alternative thinking that would otherwise not have emerged through normal processes.

IDEA MANAGEMENT

InternalIdea Portal

Idea External Portal

Dashboard Analytics

& Reports

Idea EvaluationWorkflow

KnowledgeManagement



Idea Execution Work Flow


A systematic process for capturing, and evaluating ideas – and turning the best ideas into practical, real-world innovation.

IDEA MANAGEMENT BENEFITS

Achieve Competitive AdvantageUnderstand Customers Better Than Competition and Respond to Customer Needs Faster Than Competition.

Capitalize on the Best Ideas Gather the best ideas quickly and capitalize on them with an idea management system.

Engage With Your CustomersProvide a cutting edge platform for customer to submit, vote and share ideas.

Increase RevenueIdentify new products and services, discover new markets for existing products.

Reduce CostsFind ways to eliminate waste, improve existing processes.


My Starbucks Idea – Starbucks’s Idea Management web-site.

IDEA MANAGEMENT - My Starbucks Idea

• Received 45,221 ideas for coffee and espresso drinks.

• 22,080 ideas around atmosphere and location.

• 11,143 ideas around social responsibility• 23,101 ideas around their Starbucks Card

Free wifi? Cake pops? Splash sticks? New coffee flavors? Yep, all of this came from customers.


What Companies are saying…

ROI - STATISTICS

$75 to every $1 spent

“For every $1 invested on our innovation program we have

returned over $75 to the business.”

Innovation platform

Innovation platform helps us maintain our global leadership in

customer experience and service excellence.”

Fortune 500 R.O.I

95% of Fortune 500 companies saw

improvements to their innovation program

92% of users who focused on targeted

innovation challenges achieved a return on investment in under

12 months.


Poor experience

22 %

Positive experience

78 %

Enterprise with 2,000,000 customersRevenue: $ 200,000,000/yearAverage revenue per customer: $ 100/year

Do Not

Complain

98 %

Complain2 %

At Risk – 55 % Decline in wallet

Share

Defect – 45 %

At Risk – 34 %Issue not resolved

Defect – 28 %

Resolved – 38 %

} 194,040 Customers $19,404.000

} 237,160 Customers $23,716.000

} 2,992 Customers $299,200

} 2,464 Customers $246,400

The lost business from the non complainers with a poor experience alone

accounted for $19.6 million in lost revenue per year

Case Study – R.O.I


Case Study 2 – R.O.IAssumptions: Average value of a loyal customer = $100 over 2 years

One third of customers who encounter problem and don’t complain remain brand loyal

A dissatisfied customer tells 10 people if not satisfied

1 out of every 10 word-of-mouth recipients would have purchased

2 out of every 10 of those word-of-mouth recipients will not buy product 20 complaints at HQ imply 1,000 occurrences

Calculation: ([Value of Customers()Problem Occurrences])

x ]% of Customers Encountering Problem Who Are Lost[

+([Value of Customer()Word-of-Mouth Recipients])

x ]% of Customers Who Wil00l Not Buy[

([$100()1,000]) x 0.67 + ])$100()10,000([ x )0.2()0.1(

Cost of Not Solving

($100,000()0.67) + $1,000,000 (0.2()0.1) =

$67,000 + $20,000= $87,000


For any questions please contact:Contact Information

Websitewww.c-m-x.com

Phone 513 501 6045

Ziv RiezmanChief Executive Officer

[email protected]

ABOUT CEMAXInnovative TechnologyThe CEMax integrated platform includes built-in business intelligence, text mining, adaptive workflow, self-improvement and AI capabilities.

Reliable, Field Proven SolutionCEMax solutions are in use by dozens of medium to large scale organizations with hundreds of end users.

Expertise and Know-HowCEMax makes sure you get the right solution to meet your business needs and objectives.

Tailored Turn Key ProjectsCEMax supports the full project life cycle from needs assessment, software customization, workforce management, professional training and ongoing technical support.


CEMax solutions are backed by a wide range of professional project management servicesPROFESSIONAL SERVICES

SystemDesign

NeedsAssessment

TailoredFeatures

Deployment& Testing

TrainingWorkshops

Support &Maintenance

SystemIntegration

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