Den nye tids kunde har med sin digitale adfærd og glæde over at være online været årsag til både nye marketingstrategier og nye måder at eksekvere dem på. For at lave kampagner, der for alvor giver genlyd, har dit marketingteam brug for at omsætte social indlevelse, online adfærd og digitale fodspor på tværs af kanaler til operationel indsigt.

1. How the customer 2.0 changed marketing

2. 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.

3. The social customer also expects an unparalleled level of
service.
20%
expect a response within
1 hour via social media.

4. Everyone is connected, everywhere, all the time
>4.5 billion
>400 million
people on social
tweets per day about product,
services, and brands
>6.8 billion
on mobile
150
average number of times a
person checks their phone
each day

5. Every touch point matters
Reputation…
Search…
Shopping…
References…
Reviews…
Ads…
Engagement…
Likes…
Service…

6. Customers 2.0 know everything
products
customers
competitors
service
employees
brand

7. 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/

8. Companies must adapt to the new customer journey

9. A New Paradigm for Delivering Amazing Experiences

10. 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

17. Marketing Spend Allocations
Traditional + Digital/Social
Excludes display and search ads
Traditional Advertising
Marketing Spend Allocations
Digital/Social View Only
Display ads
Search ads
Digital Marketing
Email Marketing
Digital Events
Direct Marketing
Search engine optimization
25%
& growing
Excludes
digital events
Company Websites
Events
Other areas: PR, MI, AR,
marketing support and sales
tools, collateral
Excludes email marketing
Source: IDC 2012 CMO Tech Marketing Barometer Study
Social Marketing

18. Aligning to the customer experience
The complexity of marketing
Awareness
Engagement
Customer
Excellence
Conversion
Retention
Programs
Conversion Point
Optimization
Lead
Management
Cross-channel
Experience
Consistency
Content / Nurture Social
Listening
Campaign Marketing
Mgmt
Web Content
Mgmt
E-commerce
Platform
Revenue Performance
Analytics
CRM Database
Creative Design
Ad Networks
/ PPC
Web
Analytics
Email Marketing
Social Media
Marketing Marketing
Automation
Cross- / up-sell
Campaigns
Mobile
Marketing

19. Complexity can disturb a great customer experiences
Ad Networks
SEM / PPC
CRM
Database
Revenue
Performance
Analytics
Social
Listening
Retention
Programs
eCommerce Platform
Email
Marketing
Community
Manager
Cross-channel
Experience
Consistency
Conversion Point
Optimization
Social
Marketer
Campaign
Management
Web
Analytics
Email
Marketer
Creative Design
CMO
Social Media
Marketing
SEO/SEM
Agency
Business
Analyst
Marketing
Automation
Mobile
Marketing
Cross- / up-sell
Campaigns
Ad
Agency
Web Content
Mgmt
Content / Nurture
Marketing
Lead
Management

20. Making sense of it all...
EFFECTIVE
MARKETING MGMT
MULTI-CHANNEL
ENGAGEMENT
DATA DRIVEN,
CUSTOMER FOCUSED
Collaborative tools that make it easy
to:
• Share information
• Foster creativity
• Automate processes
Execute and monitor campaigns across all
channels, including :
• Traditional
• Online
• Social media
Gain powerful insights by having a single
source of truth with:
• Real-time data
• Behavioral analysis across leads,
prospects and customers
• Campaign budget management

21. Built for customer experience