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Future of eCRM
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Future of eCRM

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Email is the unsung workhorse of digital marketing, doing all the heavy lifting whilst others take the credit. But is email now under threat from new social media comms tools like Twitter? What does …

Email is the unsung workhorse of digital marketing, doing all the heavy lifting whilst others take the credit. But is email now under threat from new social media comms tools like Twitter? What does the future look like for eCRM?

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  • 1. The brave new world of eCRM
    Mike Teasdale
    Harvest Digital
  • 2. Is email dead?
  • 3. Did Microsoft kill it?
    fixoutlook.org
  • 4. Actually email is surprisingly popular
    Opt-in email
    Non-opt-in email
    Source: Dynamic Logic's AdReaction 5 Survey, n=357 UK respondents, fielded Sept 2007
  • 5. And it works very well
    “In 2008, email marketing generated $45.06 for every dollar spent on it.”
    DMA, Power of Direct, October 2008
  • 6. Email is changing
    My client’s email client report, July 2009
  • 7. More mobile, less Microsoft
    My email contact list, 2009
  • 8. And more of it…
    2009
    2010
    2011
    2012
    2013
    Source: radicati.com, Email Statistics Report, 2009-2013
  • 9. Email’s new friends…
    Twitter
    Facebook messaging
    RSS
    Google Wave
  • 10. Not as different as we might hope!
    Slight bias to women
    Bit younger
    Bit better educated
    Bit poorer
  • 11. Who likes this book?
  • 12.
  • 13.
  • 14.
  • 15. Facebook Group
  • 16. RSS = quicker and better than email newsletters
  • 17. Facebook group messaging
    RSS
    IM / chat
    VoIP
    Twitter
    More interactive
    Lessinteractive
    Email
    Call centre
    Direct mail
    Which channels will consumers prefer?
  • 18. Why not ask them!
  • 19. How this might work
    RSS
    Blog posts
    Blog post
    Blog post
    Facebook
    Email alert
    Weekly Email
    Monthly email
    Blog post
    Twitter
    Now
    One month
  • 20. What about Google Wave?
  • 21. Facebook group messaging
    RSS
    IM / chat
    VoIP
    Twitter
    More interactive
    Lessinteractive
    Email
    Call centre
    Direct mail
    Will it fit somewhere round here?
    Google Wave
  • 22.
  • 23.
  • 24.
  • 25. The future - on demand widgetised customer service
    Product photos
    Availability
    Map
    Product rating
    Feedback
    Related products
    Delivery tracking
    Address validation
    Credit card validation
  • 26. Thank you
    twitter.com/miketeasdale