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Multi Channel Digital Strategy
 

Multi Channel Digital Strategy

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Digital customers today are everywhere and they expect to get excellent service wherever they are and whenever they are. This presentation outlines the guidelines for a Multi Channel Digital Strategy. ...

Digital customers today are everywhere and they expect to get excellent service wherever they are and whenever they are. This presentation outlines the guidelines for a Multi Channel Digital Strategy. In the presentation, We explain how to connect the company's Fan Page and Mobile apps to Legacy systems (CRM, Store, Supply chain) and create a holistic ecosystem of the organization's digital presence.
The presentation was part of the "Managing A successful Web project from A-Z" Seminar that took place on the Sharepoint Extreme convention March 2011.

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    Multi Channel Digital Strategy Multi Channel Digital Strategy Presentation Transcript

    • Multi Channel Web Strategy
      Shay Rosen
      Head of Strategic Consulting
    • Shay Rosen
      Head of Strategic Consulting, Realcommerce
      Shayr@realcommerce.co.il
      http://il.linkedin.com/in/shayrosen
      http://www.facebook.com/shayrs
      M: 052-5118539
    • Digital Era
    • Mind Blowing, Shocking Figures
      Source: Wired Magazine 2010
    • The Web is Dead
      Source: Wired Magazine 2010
    • Old School Internet - Surfing
    • New Age Internet - Apps
    • New Age Internet – Multi platform
    • Web Site with no Multi Channel Presence
    • Multi Channel Architecture
      Company’s Legacy system’s
      CRM
      Store
      Knowledge Base
      CMS
      Web Site
      Social Media
      Smartphone apps
      Tablet apps
    • Social Media Today
      Focus on Wall Management
      Dialog with customer
      Unprecedented Brand Communication
      Brand Communities
      Trust
    • Social Media Tomorrow
      Customers are already there So….
      A new world of brand content
      Bringing all of the organizations services to the customer
      Tightly connected to Organization’s Legacy systems
    • Social Best Practice - Pass it on
      Sales and promotions
      Consulting
      Carriers
      Great customer service
      Valuable info
      If it’s not passable – it’s not social…
      • Content Rich Homepage
      • Promotions
      • Fans & Editors
      • Tons of content
      • Promotions
      • Give Away’s
      • Events
      • Daily updated promotions
      • Games
      • Product info
    • Mobile Best Practice
      Focus on Value
      Useful and Usable
      (Very) Short Sessions
      (Very) Impatient Customers
      Serve in 30 Seconds or don’t at all
    • Campaign based Mobile apps
    • Transaction based Mobile apps
    • Mobile Apps UX Best Practice
      • Clear Goal
      • Intuitive
      • Designed for right circumstances
      • Standard UI
      • Connected to brand and channels
      • Connected to user’s social world
    • What’s next? Multi Channel CRM
      Company’s Legacy system’s
      CRM
      Store
      Knowledge Base
      MC CRM
      • Location
      • Influence
      • Friends
      • Interests
      • Buying Intentions
      CMS
      Web Site
      Social Media
      Smartphone apps
      Tablet apps
    • Post Development tasks
      • The project is not over
      • Be findable
      • Push your app in all channels
      • Listen to feedback
      • Measure & Optimize
      • Get better
      • Listen again
      • Get even better
    • Pass it on
      Power the conversation
      Right Here Right Now
      Relevancy is Everything
      Do Not compromise
      Get Better
      And Better