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Presentation at Emerce connect by Gianfranco Cuzziol

Presentation at Emerce connect by Gianfranco Cuzziol
Customer Experience Marketing - The New CRM

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Emerce connect december 2011 gianfranco cuzziol 131211 final Presentation Transcript

  • 1. Customer Experience Marketing The New CRMgianfranco cuzziolhead of everywhereCRMcuzziol.blogspot.comgianfranco@cuzziol.com@iamgfcemerce connect amsterdam december 2011
  • 2. an apologyemerce connect amsterdam december 2011
  • 3. how many of you are marketers?emerce connect amsterdam december 2011
  • 4. emerce connect amsterdam december 2011
  • 5. Search for VW Darth Vader Commerialemerce connect amsterdam december 2011
  • 6. emerce connect amsterdam december 2011
  • 7. emerce connect amsterdam december 2011
  • 8. emerce connect amsterdam december 2011
  • 9. What’s our Facebook Page Going to Look Like? What’s our Facebook Strategy? What’s our Social Strategy? What’s our CRM Strategy What’s our Strategy?emerce connect amsterdam december 2011
  • 10. emerce connect amsterdam december 2011
  • 11. what CRM actually means?emerce connect amsterdam december 2011
  • 12. What CRM actually means?CRM is a philosophy with the audience at its heart. It is two-way interaction It is designed to strengthen the connectionIt HAS to be beneficial to the audience as well as the Brand. The consumers shape how they want to engageemerce connect amsterdam december 2011
  • 13. the world of CRM is changingLets for the sake of argument call the future CRM v3.15• If you wait for the future it will pass you by• Its about making life easier/better• No longer based on ‘batch’ processing• it’s not controlled by the Brandemerce connect amsterdam december 2011
  • 14. emerce connect amsterdam december 2011
  • 15. emerce connect amsterdam december 2011
  • 16. engage customers when they’re most eager toCustomer emotions inownership cycle hear from you Key customer ’ moments of truth ‘ emerce connect amsterdam december 2011
  • 17. and sometimes when they don’t expect itemerce connect amsterdam december 2011
  • 18. emerce connect amsterdam december 2011
  • 19. in store Search for Best Buy Digital Blue Shirtsemerce connect amsterdam december 2011
  • 20. emerce connect amsterdam december 2011
  • 21. what do we see when we talk CRM? Good CRM Bad CRM Valued, relevant, engaging, Intrusive, pushy, useful irrelevant, exploitative, salesy Good for the customer & the organisation One wayemerce connect amsterdam december 2011
  • 22. CRM Touch-Pointsemerce connect amsterdam december 2011
  • 23. the sweet smell of a good experienceemerce connect amsterdam december 2011
  • 24. what good CRM looks like?emerce connect amsterdam december 2011
  • 25. the new CRM Is Everywhere AND Enywhereemerce connect amsterdam december 2011
  • 26. how many of you remember these? how many of you actually influence these?emerce connect amsterdam december 2011
  • 27. these are what crm is all about it’s about marketing… …..and the experiences we createemerce connect amsterdam december 2011
  • 28. taxi!!emerce connect amsterdam december 2011
  • 29. emerce connect amsterdam december 2011
  • 30. emerce connect amsterdam december 2011
  • 31. spicy pepperoni pleaseemerce connect amsterdam december 2011
  • 32. going dutchemerce connect amsterdam december 2011
  • 33. wakey wakey !!emerce connect amsterdam december 2011
  • 34. emerce connect amsterdam december 2011
  • 35. emerce connect amsterdam december 2011
  • 36. online Search for Google Checkoutemerce connect amsterdam december 2011
  • 37. the 3 questions to ask about your CRMemerce connect amsterdam december 2011
  • 38. 3 things to rememberemerce connect amsterdam december 2011
  • 39. the new crmIT’S ALL ABOUT THEEXPERIENCE
  • 40. thank you gianfranco@cuzziol.com @iamgfc +44 (0)750 6699795 cuzziol.blogspot.com www.linkedin.com/in/gcuzziol twitter.com/iamgfcemerce connect amsterdam december 2011