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. 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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  • In coaching small business owners about social media and online marketing in general, this is one of the most difficult concepts for them to grasp. It’s not really about technology. It’s mindset stuff

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Multi Channel Digital Strategy

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

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