Keeping a Customer Focus in a Digital World

Featuring:

Kelly Squizzero, InforLisa Russell, Infor

Chris Weaver, InforJenel Stelton-Holtmeier, Modern Distribution Management

November 17, 2016

Sponsored by:

• Intro• Results from the 2016 Customer Focus Survey• Customer Centricity: Identify, Engage, Connect• Demystifying the Internet of Things• Q&A

Agenda

Speakers

Kelly SquizzeroDirector,

Industry & Solution Strategy, Distribution

Lisa RussellMarketing Director,

Distribution Infor

Jenel Stelton-HoltmeierEditorMDM

Chris WeaverSr. Manager,

Software Development

MDM-Infor Keeping a Customer Focus Survey

What approach does your company take regarding an overall digital or technology strategy?

We have a comprehensive digital strategy – 31%

We have a general strategy for upgrades and some innovation – 53%

We only consider what we absolutely need at any given time – 16%

We have a comprehensive digital strategy – 44%

We have a general strategy for upgrades and some innovation – 35%

We only consider what we absolutely need at any given time – 7%

No strategy, per se, but always evaluating – 14%

In which platforms are you considering investment?65%

0% 20% 40% 60% 80%

E-commerce

Business intelligence tools

Mobile

2016 2015

What is your primary goal with your technology investment?

0% 5% 10% 15% 20% 25% 30% 35%

Improve the overall customer experience (how they feel after doing business with you)

Improve operational efficiencies

Improve profitability

Improve customer engagement

Improve internal communication/cooperation

Improve customer service

How do your customers prefer to buy from you?

Using email

Calling in the order

Online, self-service on a computer

Using EDI

Other (please specify)

In person at the customer location

In person in a branch

Using a mobile device (tablet, mobilephone, etc.)

Where are you seeing the biggest growth?

Online, self-service on a computer

Using a mobile device (tablet,mobile phone, etc.)Using email

Using EDI

Calling in the order

In person at the customer location

In person in a branch

How do you know how your customers prefer to buy from you?

They've told us (throughpolls, talked to salespeople,etc.)Analyzed data aroundshopping behavior

I don't know.

How do you know how your customers prefer to buy from you?

They've told us (through polls,talked to salespeople, etc.)

Analyzed data around shoppingbehavior

I don't know.

Other (please specify)• Customer surveys• Industry standards• Assumption: “If they preferred a different

method, they’d buy somewhere else.”

How do you identify changes in customer buying preferences?

Salespeople share what theyhear and see in the field, butthere's no formal process.

We survey our customers ona regular basis (either viaemail or online polls) togauge their interests.

Salespeople enter data intoour CRM that allows us tomonitor changes in therelationship.

Do you use CRM?

34% Yes

Which of these technologies do you expect to have an impact on your business?

0% 5% 10% 15% 20% 25% 30% 35% 40%

Sensors on products

Sensors on equipment

Image/video recognition (QR-codes)

3D printing

What concerns do you have about the internet of things?

0% 5% 10% 15% 20% 25% 30%

Cost/questionable ROI

Security/concerns about privacy

Usability

Disintermediation (Will manufacturers still need distributors?)

Don’t see a role for it in my business

Keeping a Customer Focus in a Digital Age

The rise of experience

Did you know?

2 Walker Info 3 (Dimensional Research) 4 (White House Office of Consumer Affairs)

• Anticipate their needs

• Provide a good, consistent experience

• Require little effort on their part

• Delight them

Survival in the Era of the Empowered Customer

Operational Efficiency

Customer Engagement

EmployeeEngagement

Identify Customer Needs

6 Steps to Identifying Customer Needs

• Conduct Market Research• Obtain Customer Feedback• Set up Customer Advisory

Boards • Shadow your Customers• Analyze your Competition • Track & Analyze Customer

• Conduct Market Research• Obtain Customer Feedback• Set up Customer Advisory Boards • Shadow your Customers• Analyze your Competition • Track & Analyze Customer

• Conduct Market Research• Obtain Customer Feedback• Set up Customer Advisory Boards • Shadow your Customers• Analyze your Competition • Track & Analyze Customer Data

Customer Engagement

EmployeeEngagement

14Copyright © 2012. Infor. All Rights Reserved. www.infor.com 14Copyright © 2012. Infor. All Rights Reserved. www.infor.com 14Copyright © 2012. Infor. All Rights Reserved. www.infor.comCopyright © 2012. Infor. All Rights Reserved. www.infor.com 14Copyright © 2012. Infor. All Rights Reserved. www.infor.com 14Copyright © 2012. Infor. All Rights Reserved. www.infor.com 14

Employee Engagement

EmployeeEngagement

1 in 3 US workers were

born into the Millennial generation

in the US will retire over the next 10 years

78MBaby Boomers

Source: Deloitte, Managing the Talent Crisis in Global Manufacturing

‘Baby Boomers’ defined as people born between 1943-1964

• Beautiful user experience• Powerful search engines• Social collaboration• Embedded contextual BI &

web parts• HomePages• Workflow and alerts• Mobility

Transform the way you work

Customer EngagementCustomer

Engagement

Single Selling Platform For Customer Engagement

Converged Commerce

Converged CommerceInnovation Points

CUSTOMER DATA

Consolidated customerdata across all touchpoints:

• Email• Web• Stores

CAMPAIGNS

Multi-channel campaigns personalized for:

• Identified audience segments

• Real-time behavior

COMMUNITY

Experiences shaped around people including:

• Employees• Influencers• Customers

COMMERCE

Consistent experiencesacross:

• Mobile• Web• Voice• Stores

• Beautiful, intuitive design

• Dynamic, personalized content

• Omni-channel support

• Optimization across devices

• Secure Login

• Open Interfaces

• Content on ContextSearch

• Product location and selection

• Shopping cart

• Order quantity

• Click to Collect

• Email

• Invoice payment

• Invoice match

• Survey

• Analytics & KPIs

• Buying behavior

• Visitor and usage tracking

• Predictive modeling

• Automatic adaptability

An engagement platform that works from end-to-end

• Inventory allocation

• Pick and pack

• Receiving

• Dispatch

• Delivery

• Invoice or card payment

• Order status checks

• Invoices checks

• Shipment tracking

• Inventory check

• Price/Promos

• Discounts

• Order submission

• Tender

• Order confirmation

• Order service

ENGAGE ORDER TRANSACT SERVE FOLLOW UP ANALYZE & LEARN

Connect disparate processes to give a single view for customer facing processes

Web & Mobile Experience

Management

Campaign Management

Recommendation Engine

Marketing Resource

Management

eCommerce

Service & Warranty

Configure, Price, Quote

Contract Lifecycle

Management

Operational EfficiencyOperational

Efficiency

The future belongs to networked companies

The power of networks

The business network

Complexity

Suppliers Channels / CustomersManufacturing Distribution

Enterprise

80% of the data needed to effectively runa global supply chain resides with partners

Supply chain–continuous visibility

Factory Ocean Port Truck Dealer Workshop

Customer Site

Warehouse

Improve Labor

Productivity

Shipment Orders Optimize

Rate & Route

Carrier Tender

Warehouse Shipping

Rate ContractsTendering

Methods

Routing

Guides

Carrier Rules

Automate Carrier Selection & Load

Planning

Remove Complexity of Pick & Pack

Deliver the Perfect Order

Collaboration Process integration

Workflow /Alerts

DocumentManagement

Analytics

Technologies to Maximize Efficiency

ReportingUX

Software as a ServiceOn Premise Hosted SaaS

Networking

Storage

Servers

Middleware

Applications

Networking

Storage

Servers

Middleware

Applications

Networking

Storage

Servers

Middleware

Applications

Customer owns data Subscribe

Cloud solutions outperform on premise36%

24% 25%21%

18% 16% 17%

Decrease in time it takesto make decisions

Decrease in cycle timeof key processes

Improvements in complete,

on-time delivery

Improvementsin profit margins

3Ximprovement

in profit margins

Source: Aberdeen Group, “The Benefits of Cloud ERP: It’s About Transforming Your Business

Internet of Things

Demystifying IoTA network of internet-connected objects able to collect and exchange data

Real-Time Monitoring

Work Autonomously Self-Learning

Demystifying IoT• Includes machines, devices,

sensors, consumer products, vehicles, etc.

Things

• Include business applications, analytics systems, data warehouses, and control systems

Systems

• Includes workers and consumers; employees, partners and customers

People

Disruptive Innovations• Drones

• Continuous cycle counting• Damaged product recognition• Job site inspections

• Additive Manufacturing (3D Printing)• Micro manufacturing• Build on demand• Plastics, metals, concrete

• Telematics• Increase order pick accuracy• Track high valued inventory in real-time

Asset Tracking• Real-time location tracking and notification• Geo-fencing for forklifts/equipment• Detect customers entry/exit (and movement)

Collaboration

Asset Management

Integration Connector

AWSIoT

Conversational ERP

• Pricing and availability

• Place orders

• “Discuss” account information

• Order details

Customer Engagement

EmployeeEngagement

Configuration / Directed Selling

eCommerce

Human Capital Management

CollaborationWorkflow

Personalization

Supply Chain Execution

Networks

Marketing

Keeping a Customer Focus in a Digital World

Questions?

November 17, 2016

Keeping a Customer Focus in a Digital World - MDM · Keeping a Customer Focus in a Digital World...

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