How the customer 2.0 changed marketing

More than 4,5 billion people are empowered to share their

opinions, wants, and needs like never before.

44%of consumers complain via social media.

20%expect a response within 1 hour via social media.

The social customer also expects an unparalleled level of

service.

Everyone is connected, everywhere, all the time

>4.5 billionpeople on social

>6.8 billionon mobile

>400 milliontweets per day about product, services, and brands

150average number of times a person checks their phone each day

Likes…

Every touch point matters

Search…

References…

Reputation…

Reviews…

Engagement…

Service…

Shopping…

Ads…

Customers 2.0 know everything

employeescompetitorsproducts servicecustomers brand

Decisions are made before you can even engage

Customers are

57%through the sales cycle

before they talk to you

70%Of Buying process

complete without

sales *

* http://partnersinexcellenceblog.com/70-of-buying-process-completed-without-sales-invovlement/

Companies must adapt to the new customer journey

A New Paradigm for Delivering Amazing Experiences

Microsoft Dynamics CRM is built to help you meet customer 2.0 needs

People-first experience

designed to bring you

closer to your customers

Pervasive connections

and communications

inside and outside the

organization

Personal experiences

delivered across every

interaction and

engagement

Marketing Spend Allocations Traditional + Digital/Social

Traditional Advertising

Digital Marketing

Direct Marketing

Events

Other areas: PR, MI, AR,marketing support and salestools, collateral

Display ads

Search ads

Email Marketing

Digital Events

Company Websites

Search engine optimization

Social Marketing

Excludes display and search ads

Excludes digital events Excludes email marketing

Marketing Spend Allocations Digital/Social View Only

25% & growing

Source: IDC 2012 CMO Tech Marketing Barometer Study

Customer

ExcellenceAwareness Engagement Conversion

Aligning to the customer experience The complexity of marketing

CRM Database

Web Content Mgmt

E-commerce Platform

Social Media Marketing

Conversion Point Optimization

Campaign Mgmt

Web Analytics

Email Marketing

Lead Management

Content / Nurture Marketing

Ad Networks/ PPC

Creative Design

Mobile Marketing

MarketingAutomation

Retention Programs

Cross- / up-sell CampaignsRevenue Performance

Analytics

Cross-channel Experience Consistency

SocialListening

CRM

Database

Complexity can disturb a great customer experiences

eCommerce Platform

Cross-channel Experience Consistency

Campaign

ManagementWeb

Analytics

Creative Design

Lead

Management

Mobile

Marketing

Social Media Marketing

Conversion Point Optimization

Email Marketing

Content / Nurture Marketing

Ad NetworksSEM / PPC

MarketingAutomation

Retention Programs

Cross- / up-sell Campaigns

Revenue Performance

Analytics

SocialListening Community

Manager

Web Content Mgmt

EmailMarketer

Social Marketer

BusinessAnalyst

AdAgency

SEO/SEMAgency

CMO

Making sense of it all...

Gain powerful insights by having a single source of truth with:• Real-time data• Behavioral analysis across leads,

prospects and customers • Campaign budget management

Collaborative tools that make it easy to:• Share information• Foster creativity• Automate processes

DATA DRIVEN, CUSTOMER FOCUSED

EFFECTIVE MARKETING MGMT

Execute and monitor campaigns across all channels, including :• Traditional• Online• Social media MULTI-CHANNEL

ENGAGEMENT

Built for customer experience