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The brave new world of eCRM<br />Mike Teasdale<br />Harvest Digital<br />
Is email dead?<br />
Did Microsoft kill it?<br />fixoutlook.org<br />
Actually email is surprisingly popular<br />Opt-in email<br />Non-opt-in email<br />Source: Dynamic Logic&apos;s AdReactio...
And it works very well<br />“In 2008, email marketing generated $45.06 for every dollar spent on it.”<br />DMA, Power of D...
Email is changing<br />My client’s email client report, July 2009<br />
More mobile, less Microsoft<br />My email contact list, 2009<br />
And more of it…<br />Source: radicati.com, Email Statistics Report, 2009-2013<br />
Email’s new friends…<br />Twitter<br />Facebook messaging<br />RSS<br />Google Wave<br />
Not as different as we might hope!<br />Slight bias to women<br />Bit younger<br />Bit better educated<br />Bit poorer<br />
Who likes this book?<br />
Facebook Group<br />
RSS = quicker and better than email newsletters<br />
Facebook group messaging<br />RSS<br />IM / chat<br />VoIP<br />Twitter<br />More interactive<br />Lessinteractive<br />Em...
Why not ask them!<br />
How this might work<br />RSS<br />Blog posts<br />Blog post<br />Blog post<br />Facebook<br />Email alert<br />Weekly Emai...
What about Google Wave?<br />
Facebook group messaging<br />RSS<br />IM / chat<br />VoIP<br />Twitter<br />More interactive<br />Lessinteractive<br />Em...
The future - on demand widgetised customer service<br />Product photos<br />Availability<br />Map<br />Product rating<br /...
Thank you<br />twitter.com/miketeasdale<br />
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Mike Teasdale, Harvest Digital

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Mike Teasdale, Harvest Digital

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Mike Teasdale, Harvest Digital

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

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