Your SlideShare is downloading. ×
Mastering the customer engagement ecosystem with CQ5
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×

Saving this for later?

Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime - even offline.

Text the download link to your phone

Standard text messaging rates apply

Mastering the customer engagement ecosystem with CQ5

1,754
views

Published on

Published in: Technology, Business

0 Comments
2 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
1,754
On Slideshare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
33
Comments
0
Likes
2
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. Mastering the Customer Engagement Ecosystem with CQ5 Lars Trieloff, Product Manager
  • 2. I’m sure you have seen the headlines
  • 3. Other authorities have weighted in
  • 4. “The internet is completely over” — Prince, 2010
  • 5. Is it 2001 again?
  • 6. Certainly not.
  • 7. But what happened?
  • 8. Single Channel
  • 9. Single Channel (long ago)
  • 10. Multi Channel (anno 2001)
  • 11. Micro Channel right now
  • 12. Communities MySpace Radio Direct Mail RSS Mobile SEO Blogs Catalog POS Twitter E-Mail Stores SEM TV Apps Website Facebook Youtube Call Centers
  • 13. Web-centric Micro Channels
  • 14. Website, Blogs, RSS, Twitter, SEO, Facebook, Youtube, MySpace, Mobile, SEM
  • 15. But what about the rest?
  • 16. Stores & POS
  • 17. Stores & POS
  • 18. Stores & POS
  • 19. Mobile & Apps
  • 20. Mobile & Apps (next session)
  • 21. TV & Radio
  • 22. TV & Radio
  • 23. Catalogs, Direct Mail & Email
  • 24. Catalogs, Direct Mail & Email (this session)
  • 25. But first:
  • 26. What is the Customer Engagement Ecosystem?
  • 27. Co n io n nt ve te rs Re io n Acquisition
  • 28. Successful Customer Engagement means:
  • 29. Create Value
  • 30. Create Value Build Relationships
  • 31. Create Value Build Relationships Design Experiences
  • 32. Channels = Audiences ! Technologies Boomers Generation X Millennials Outside US Web Web Team Web Team Social Media Team Local Team Print Catalog Team Direct Mail Team Mobile Mobile Team Mobile Team Mobile Team Social Social Media Team Social Media Team (fragmented teams)
  • 33. Channels = Audiences ! Technologies Boomers Generation X Millennials Outside US Web Web Team Web Team Social Media Team Local Team Print Catalog Team Direct Mail Team Mobile Mobile Team Mobile Team Mobile Team Social Social Media Team Social Media Team (fragmented messages)
  • 34. Customers and Marketers: Lost in the wilderness
  • 35. our offer: a plan & a map
  • 36. Identify your customer
  • 37. Identify your customer Build the experience
  • 38. Identify your customer Build the experience Speak with one voice
  • 39. Speaking with one voice ! Take control of your marketing technology ! Create content in one place ! Deliver through the main channel
  • 40. Asset- Creative Web to centric workflow Task Print applications support Management Audio Multisite Calendaring Metadata Management Wikis CRM Forms Campaign Images Planning Gadgets Landing Pages Segmentation Groups Search Ad Servers Optimization Pay Walls E-Commerce Mobile Loyalty Video Analytics Programs Chat Tagging Targeting Lead Nurturing Twitter Feeds SEO Lead Social Collaboration Forums Scoring Facebook Newsletter Digital Asset Management Activities Blogs Web Content Management E-Commerce & Monetization Marketing Resource Management Profiles Marketing Campaign Management
  • 41. The web is more relevant than ever