Keeping a Customer Focus in a Digital World - MDM · Keeping a Customer Focus in a Digital World Featuring: Kelly Squizzero, Infor Lisa Russell, Infor. ... Using a mobile device (tablet,

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

Infor

Lisa RussellMarketing Director,

Distribution Infor

Jenel Stelton-HoltmeierEditorMDM

Chris WeaverSr. Manager,

Software Development

Infor

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%

2015

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%

2016


In which platforms are you considering investment?65%

45%

40%

37%

36%

71%

52%

41%

40%

48%

0% 20% 40% 60% 80%

E-commerce

CRM

Business intelligence tools

Mobile

ERP

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?

66%

34% Yes

No


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

35%

35%

28%

25%

25%

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

Sensors on products

Sensors on equipment

Image/video recognition (QR-codes)

GPS

3D printing


What concerns do you have about the internet of things?

24%

20%

20%

16%

13%

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

1Copyright © 2012. Infor. All Rights Reserved. www.infor.com 1Copyright © 2012. Infor. All Rights Reserved. www.infor.com 1Copyright © 2012. Infor. All Rights Reserved. www.infor.com

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

Data



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

Data




Data




Data



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



• 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


Over

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

CRM

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

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

O/S

Middleware

Data

Applications

Networking

Storage

Servers

O/S

Middleware

Data

Applications

Networking

Storage

Servers

O/S

Middleware

Data

Applications

Customer owns data Subscribe

Data


Cloud solutions outperform on premise36%

24% 25%21%

18% 16% 17%

7%

0%

10%

20%

30%

40%

Decrease in time it takesto make decisions

Decrease in cycle timeof key processes

Improvements in complete,

on-time delivery

Improvementsin profit margins

Cloud

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

Email

SMS

Integration Connector

AWSIoT


Conversational ERP

• Pricing and availability

• Place orders

• “Discuss” account information

• Order details


IoT

CRM


Customer Engagement

EmployeeEngagement

Configuration / Directed Selling

eCommerce

Human Capital Management

CollaborationWorkflow

Personalization

Supply Chain Execution

Cloud

Networks

Marketing


Keeping a Customer Focus in a Digital World

Questions?

November 17, 2016

Sponsored by:

Documents

Keeping a Customer Focus in a Digital World - MDM · Keeping a Customer Focus in a Digital World Featuring: Kelly Squizzero, Infor Lisa Russell, Infor. ... Using a mobile device (tablet,