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Internet et relation client - orientations 2016

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Les orientations 2016 du CRM et et la relation client sur Internet

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Internet et relation client - orientations 2016

  1. 1. Echangez sur Twitter : #CCMfood - @CCMBenchmarkEchangez sur Twitter : #DigitalUpdate16 - @CCMBenchmark @ESCPeurope Orientations 2016 Internet et relation client
  2. 2. Echangez sur Twitter : #CCMfood - @CCMBenchmark 2,6 M$
  3. 3. Bruno FLORENCE, en quelques mots • Fondateur Florenceconsultant.com. Expert emailing, délivrabilité. • Vice Président du SNCD • Auteur du blog Pignonsurmail.com 3
  4. 4. Tendances Internet et Relation Client. 4 Base de données
  5. 5. Data Management Plate-forme : un buzz word. 5 Des projets
  6. 6. Avantages 6 Inconvénients Menaces
  7. 7. Tendances Internet et Relation Client. 7 Base de données Data Driven Marketing
  8. 8. Usage croissant de la donnée pour optimiser le CRM. Cibler Recommander Prédire Optimiser 8 Sous contrainte Chute des prix Comportements Campagnes
  9. 9. Menaces
  10. 10. Tendances Internet et Relation Client. 10 Base de données Data Driven Marketing Marketing temps réel
  11. 11. Temps réel devient incontournable 11 Menaces
  12. 12. Tendances Internet et Relation Client. 12 Base de données Data Driven Marketing Marketing temps réel Monétisation
  13. 13. 13 Il n'y a pas que les GAFA qui ont des données ..
  14. 14. 14 Vous aussi. Elle peut être monétisée …
  15. 15. Tendances Internet et Relation Client. 15 Base de données Data Driven Marketing Marketing temps réel Monétisation Email
  16. 16. B Florence Le meilleur canal digital en terme de ROI. 31% 21% 17% 16% 10% 9% 8% 7% 6% 43% 41% 46% 50% 32% 28% 31% 32% 28% 23% 29% 26% 24% 33% 39% 44% 43% 36% 3% 9% 11% 9% 25% 24% 16% 17% 30% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Email marketing SEO (organic search) Paid Search (PPC) Content marketin Offline direct marketing Social media Mobile marketing Affiliate marketing Online display advertising Comment évaluez-vous le retour sur investissement de ces différents canaux ? Poor Average Good Excellent Menaces
  17. 17. B Florence 17 Comment choisir ses outils de digital marketing ?
  18. 18. B Florence Coordonnées 18 Florence Consultant Bruno Florence 231 Route des Camoins 13011 Marseille Téléphone 04 91 36 25 94 bflorence@florenceconsultant.com Mobile 06 60 56 10 44 www.florenceconsultant.com www.pignonsurmail.com email-academie.com etude-emailing.com http://www.facebook.com/Pignonsurmail http://www.linkedin.com/in/brunoflorence https://twitter.com/#!/pignonsurmail http://fr.viadeo.com/fr/profile/bruno.florence

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