Future of eCRM

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Email is the unsung workhorse of digital marketing, doing all the heavy lifting whilst others take the credit. But is email now under threat from new social media comms tools like Twitter? What does the future look like for eCRM?

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Future of eCRM

  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 />2009<br />2010<br />2011<br />2012<br />2013<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 />
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  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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