Customer 360 PowerPoint Presentation Slides
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The document outlines the concept of Customer 360, which aims to create a comprehensive view of customers by aggregating data from multiple touchpoints to enhance service and support. It emphasizes the benefits of providing a holistic customer view to improve sales, retention, and customer experience while leveraging real-time data analytics. The document includes details on the Customer 360 framework, architecture, lifecycle, and executive dashboard metrics that drive ROI and engagement.
Customer 360 PowerPoint Presentation Slides
- 1. Customer 360 Your C ompany N ame
- 2. Content 2 01 What is it? 02 Why do it? 03 Drive ROI by getting a holistic customer view 04 Customers Journey 05 Customer 360 Framework 06 Customer 360 Architecture 07 Customer 360 Lifecycle 08 Customer 360 Executive Dashboard This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 3. What is it? 3 Get a complete view of customers by aggregating data from the various touch points that a customer may use to contact a company to purchase products and receive service and support Providing customer-facing employees and partners with information made available inside everyday line-of-business applications Blending multiple operational and transactional data sources to create an on-demand analytical view across customer touch points to enhance the customer experience This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 4. Why do it? 4 Provide a complete customer view to sales and services teams, empowering them to grow upsell/cross-sell revenue opportunities and to better serve the customer To better understand how customers perceive your products and services, while decreasing customer churn rate To create a single repository that avoids single view integrations, and enables quicker insights and improved access to metrics Add your company specific text here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 5. Drive ROI by getting a holistic customer view 5 Acquire new leads › By identifying the characteristics & traits of high- value customers & finding more like them › Add text here Increase customer retention › By delivering relevant content & consistent experience › Add text here Raise conversion rates › By identifying friction points in a customer journey that leads to decreased customer satisfaction › Add text here Add text here › Add text here › Add text here
- 6. Customers Journey 6 Customer searches online for a product While on the site, customer tends to click on display ad to know about the offer Once convinced he applies for the product while filling the form The customer receives an acknowledgment email from the company Customer sees an ad on twitter highlighting the benefits of the product Customer calls the call center and learns more about the product The executive sends an email offer to the customer basis his requirements Search Display Direct Mail Form Completion EmailSocial Ad Call Centre This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 7. Support Ticketing Social Media Email Supply Chain and Fulfilment Customer Feedback Call records CRM System DBMS External Sources Exports and Wikts Content Management Customer 360 Framework 7 The Destination Extra Services › Quickly receive customer issues › Proactively address needs › Initiate upsell & cross-sell talks › Add Text Here › Add Text here Seamless Experience › Create lasting relationships › Improve loyalty scores › Boost value over competitors › Add Text Here › Add Text here Tracking Effectiveness › Track customer sentiment › Predict consumer demand › Anticipate future behaviours › Add Text Here › Add Text here Change Dynamics › Dynamic Customer views › Context shifts by user’s role › Updates instantly appear › Add Text Here › Add Text here 360⁰ View of Customer This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 8. Customer 360 Architecture 8 BI on Structured Data DWH Campaign Management Web Portal Customer 360 CRM Analysis Sales & Marketing Analytics BI on Unstructured Data Brand Reputation REAL TIME ANALYTICS UNSTRUCTURED STRUCTURED Blog Web Data Machine Mobile Social Customers Sales Marketing Analytics on Information Customer Clustering Mobile App This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 9. Customer 360 Lifecycle 9 › Involves aggregating or merging of different data sources by defining certain rules and keys so that we can further store and mine the data Data Integration › Once the data is integrated and stored, it is necessary to process or shape the data so that it can be used for further analysis › Add text here Data Mining › Integrated data is pushed to a unified database platform for further analysis › Storing data in a standard format so that it can be easily accessed and further processed Data Storage › Analyzed data is processed in real time so that the executive has customer insights ready when customer approaches the organization › Add text here Data Streaming › Customer insights are provided by scoring the customer behavior from the data Data Science › Customer insights are provided with the help of visualization so that it will be easy to interact insights by customer service executive as well as the customer › Add text here Data Visualization Customer 360⁰ This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 10. Customer 360 Executive Dashboard 10 84% Requests Answered 2018 1.02M Total Requests 2018 €52M Total Revenue 2018 8% Support Costs to Revenue 8% 17% 75% More than 2 hours 1-2 hours Less than 1 hour Avg. Time to Solve an Issue 64% 80% 96% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 38K 42K 46K %ofRequestsAnswered Requests Request Volume Vs. Service Level Requests Answered Calls 2018 0 5 10 15 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Cost per Support Cost per Support Average Cost per Support 2018 30% 45% 9% 11% 5% Customer Satisfaction 75% Positive Very Satisfied Satisfied Neutral Unsatisfied Very Unsatisfied This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. 0% 5% 10% 15% 20% 25% 30% 0 10 20 30 40 50 60 70 80 2013 2014 2015 2016 2017 2018 %ofRequestsAnswered Revenue Revenue and % of Support Cost To Revenue Revenue % of Support Costs Target>=90% Customer retention 94% 2.8 2.3 3.5 3.6 3.3 3.2
- 11. Customer 360 Icons Slide 11
- 13. 13 0 10 20 30 40 50 60 70 80 90 100 FY '14 FY '15 FY '16 FY '17 FY '18 FY '19 FY '20 SalesInPercentage(%) This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. Product 01 Product 02 Area Chart Product 01 Product 02
- 14. 14 Combo Chart 0 10 20 30 40 50 60 70 80 90 100 2015 2016 2017 2018 2019 2020 Profit(InThousands) This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. Product 01 This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. Product 03 This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. Product 02
- 15. Our Mission 15 Mission Goal This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Vision This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 16. Meet Our Team 16 Name Here Designation This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Name Here Designation This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Name Here Designation This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 17. 03 01 02 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here Venn 17
- 18. About Us 18 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Target Audiences This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Preferred by Many This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Value Clients
- 19. Financial 19 45% This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here 85%
- 20. Puzzle 20 01 04 03 02 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here
- 21. Thank You 21 emailaddress123@gmail.com Email Address 0123456789 Contact Number # street number, city, state Address