Microsoft Case Competition CX Business case solution Team Let Us Hope For The Best
LET US HOPE FOR THE BEST NON SCHOLAE, SED VITAE DISCIMUS Ravil Muratov Andrew Repin Mark Sorokin Rustam Sheihbagandov National Research University – Higher School of Economics Logistics and Supply Chain Management 3 rd year of Bachelor Hobbies: sports, fiction Achievements: 3 rd place at Changellenge Cup Technical, 1 st place in the cumulative rating of the faculty Management
Possible ways Market trend Windows 8 Windows phone Kinect Plan Children goods market is rapidly developing and by 2015 the volume of the market will be 662 bn RUR. To get its peace of cake Detskiy Mir aggressively expands and increases Internet sales Fairs and Sales channels, 2011 supermarkets 20% Volume of the children goods market in Russia, bn RUR 700 662. 16 650 600 Specialized shops 54% Food Supermarkets. Internet 21% 5% 500 450 400 Sales channels, 2015 (forecast) 566. 2 550 487. 55 417 2012 2013 2014 2015 15% 19% 53% Competitors ? 13% Increase in the Internet sales increases the Detskiy Mir need in Microsoft products 250 The number of Detskiy Mir trade points 200 Mb revenues? 150 100 To efficiently run more than 200 trade points Detskiy Mir needs high level of integration and communication between stores 50 0 2005 2006 2007 2008 2009 2010 2011 1 H 2012 2 H 2012
Possible ways Market trend Windows 8 Windows phone Kinect Plan Detskiy Mir’s objectives are to push up sales, retain and increase number of customers, develop customer advocacy. Alleviating Customer Experience (CX) is the most effective way of listed goals achievement High growth rate of children goods market Competition grows + increases role of Internet sales Detskiy Mir has to respond the changes by alleviating CX Alleviating Customer Experience Customer Cycle solutions from Microsoft Pre-purchase solutions Purchase solutions • Information search via Windows 8 and Windows Phone special applications + Kinect Information Stand • Channel comparison: customer can buy goods in offline trade point or via the Internet Post-purchase solutions • Brand model decision with the help of special applications • Process of purchase as entertainment and festive event for children and parents • Better service with the use of technologies • Amazed customers develop viral advertising Implementing Windows 8, Windows Phone and Kinect will help to alleviate CX Total growth by 20% 21% Visitors Conversion 14% 2015 16% Purchases per Average monthly customer expenses 25% Sales
Possible ways Market trend Windows 8 Windows phone Kinect Plan Implementing of windows 8 and companion applications will help to “Detskiy Mir” to increase quantity of purchase through the Internet shop by 5% by 2015 Dynamics of world market of personal computers The share of operating systems for tablets in Russia, 2015* The share of operating systems for home and business desktops and notebooks, 2015* Linux i. OS 59% 2011 2012* Tablets 2013* Laptops 2014* 2015* Notebooks Desktops Android 19% Others 1% Improved companion program Simplicity and ease of use Synchronization of all devices running on the Windows platform Benefits realization The protection of the data against the threats and attacks Windows 21% Others 1% 1% Windows 90% Benefits for children Benefits of Windows 8 Use the various applications (built-in shop Windows App) i. OS 8% Games for children which can help them with right selection of clothes Benefits for parents Protection of the personal data of the client when paying by credit card Benefits for Detskiy Mir IT system Built-in product Microsoft Dynamics CRM Full compatibility with Oracle
Market trend Possible ways Windows phone Windows 8 Kinect Plan Due to cooperation of Microsoft and Samsung Windows Phone implementing in Detskiy Mir will help to considerably increase important figures and CX in particular by x% in 3 years Communication with Samsung as a dominating player on the market QR-Code reader Windows Phone as explaining assistant WP has a platform for more efficient customer transactions Consumer’s costs & usage of products counter Windows Phone as money-saving assistant High quality of applications, their efficiency and low-size Application, showing workload of shops Windows Phone as timeoptimizing assistant Benefits of QR-Code reader Affordable acquaintance with new goods The effectiveness of PR can be measured Benefits costs and usage counter Parents can be informed about the necessity of making purchases Parents can save money by planning of purchases Benefits of application showing workload Parents will save their time spending on shopping Ability to redirect people to backward shops BONUS Parents can use shopping map connected with terminal through WI-FI to save their time on searching
Market trend Possible ways Windows 8 Windows phone Kinect Plan Implementing of Kinect and stands based on it’s technology in Detskiy Mir will help to considerably increase important indicators and CX in particular by 15% in 3 years Target: children Target: parents Target: children & parents Xbox with Kinect for entertainment Kinect as up-to-date source of information Kinect in form of interactive advertising stand Kinect in the centre of a game zone in hypermarket Interactive information stand based on Kinect technologies for advertising and attraction Benefits of Kinect aimed at children Benefits of Kinect aimed at parents Attracts children and parents to enter Detskiy Mir Parents can get information about goods, prices, special offers, discounts, goods location, etc. in such an extraordinary way that it will give rise to viral ad Children make parents return again to Detskiy Mir Parents can also enjoy playing Kinect with children Parents buy more goods while children play Kinect
Market trend Possible ways Windows 8 Windows phone Kinect Plan Implementing of Windows 8, Windows Phone and Kinect could be started since 1 November 2012 and finished in April 2013. The growth of CX will begin immediately and by 2015 sales will increase by 25% in the result of undertaken measures November 2012 January 2013 March 2013 … 2015… Windows 8 Buying and installation of Windows 8 Development and implementation of CRM production Synchronization with Oracle ERP Creating and connecting to clouds Ensuring the protection of customers who pay through the Internet Development game for children Maintenance and further development Windows Phone Kinect Buying and installation of x. Box with Kinect Making interactive advertising Kinect stand installation in shop window Making interactive information Kinect stand installation in proper place (for ex. near new or the most popular product) Maintenance and further development
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