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Customer Experience                  Marketing                The New CRMgianfranco cuzziolhead of everywhereCRMcuzziol.bl...
an apologyemerce connect amsterdam december 2011
how many of you are marketers?emerce connect amsterdam december 2011
emerce connect amsterdam december 2011
Search for VW Darth Vader Commerialemerce connect amsterdam december 2011
emerce connect amsterdam december 2011
emerce connect amsterdam december 2011
emerce connect amsterdam december 2011
What’s our Facebook Page Going to Look Like?              What’s our Facebook Strategy?              What’s our Social Str...
emerce connect amsterdam december 2011
what CRM actually means?emerce connect amsterdam december 2011
What CRM actually means?CRM is a philosophy with the audience at its heart.                        It is two-way interacti...
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 pa...
emerce connect amsterdam december 2011
emerce connect amsterdam december 2011
engage customers when they’re most eager toCustomer emotions inownership cycle                      hear from you         ...
and sometimes when they don’t expect itemerce connect amsterdam december 2011
emerce connect amsterdam december 2011
in store                         Search for Best Buy Digital Blue Shirtsemerce connect amsterdam december 2011
emerce connect amsterdam december 2011
what do we see when we talk CRM?           Good CRM                           Bad CRM   Valued, relevant, engaging,       ...
CRM Touch-Pointsemerce connect amsterdam december 2011
the sweet smell of a good experienceemerce connect amsterdam december 2011
what good CRM looks like?emerce connect amsterdam december 2011
the new CRM    Is    Everywhere    AND    Enywhereemerce connect amsterdam december 2011
how many of you remember these?      how many of you actually influence these?emerce connect amsterdam december 2011
these are what crm is all about                    it’s about marketing…              …..and the experiences we createemer...
taxi!!emerce connect amsterdam december 2011
emerce connect amsterdam december 2011
emerce connect amsterdam december 2011
spicy pepperoni pleaseemerce connect amsterdam december 2011
going dutchemerce connect amsterdam december 2011
wakey wakey !!emerce connect amsterdam december 2011
emerce connect amsterdam december 2011
emerce connect amsterdam december 2011
online                               Search for Google Checkoutemerce connect amsterdam december 2011
the 3 questions to ask about your CRMemerce connect amsterdam december 2011
3 things to rememberemerce connect amsterdam december 2011
the new crmIT’S ALL ABOUT THEEXPERIENCE
thank you                              gianfranco@cuzziol.com                                      @iamgfc                ...
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Emerce connect december 2011 gianfranco cuzziol 131211 final

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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

  1. 1. Customer Experience Marketing The New CRMgianfranco cuzziolhead of everywhereCRMcuzziol.blogspot.comgianfranco@cuzziol.com@iamgfcemerce connect amsterdam december 2011
  2. 2. an apologyemerce connect amsterdam december 2011
  3. 3. how many of you are marketers?emerce connect amsterdam december 2011
  4. 4. emerce connect amsterdam december 2011
  5. 5. Search for VW Darth Vader Commerialemerce connect amsterdam december 2011
  6. 6. emerce connect amsterdam december 2011
  7. 7. emerce connect amsterdam december 2011
  8. 8. emerce connect amsterdam december 2011
  9. 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. 10. emerce connect amsterdam december 2011
  11. 11. what CRM actually means?emerce connect amsterdam december 2011
  12. 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. 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. 14. emerce connect amsterdam december 2011
  15. 15. emerce connect amsterdam december 2011
  16. 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. 17. and sometimes when they don’t expect itemerce connect amsterdam december 2011
  18. 18. emerce connect amsterdam december 2011
  19. 19. in store Search for Best Buy Digital Blue Shirtsemerce connect amsterdam december 2011
  20. 20. emerce connect amsterdam december 2011
  21. 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. 22. CRM Touch-Pointsemerce connect amsterdam december 2011
  23. 23. the sweet smell of a good experienceemerce connect amsterdam december 2011
  24. 24. what good CRM looks like?emerce connect amsterdam december 2011
  25. 25. the new CRM Is Everywhere AND Enywhereemerce connect amsterdam december 2011
  26. 26. how many of you remember these? how many of you actually influence these?emerce connect amsterdam december 2011
  27. 27. these are what crm is all about it’s about marketing… …..and the experiences we createemerce connect amsterdam december 2011
  28. 28. taxi!!emerce connect amsterdam december 2011
  29. 29. emerce connect amsterdam december 2011
  30. 30. emerce connect amsterdam december 2011
  31. 31. spicy pepperoni pleaseemerce connect amsterdam december 2011
  32. 32. going dutchemerce connect amsterdam december 2011
  33. 33. wakey wakey !!emerce connect amsterdam december 2011
  34. 34. emerce connect amsterdam december 2011
  35. 35. emerce connect amsterdam december 2011
  36. 36. online Search for Google Checkoutemerce connect amsterdam december 2011
  37. 37. the 3 questions to ask about your CRMemerce connect amsterdam december 2011
  38. 38. 3 things to rememberemerce connect amsterdam december 2011
  39. 39. the new crmIT’S ALL ABOUT THEEXPERIENCE
  40. 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

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