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Melanie Sickinger - CRM Between Handmade & Automated Communication


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Melanie Sickinger, Head of CRM and Graphics at Limango, presents "CRM Between Handmade & Automated Communication".
Melanie Sickinger demonstrates how automated mass-messaging and hand-crafted personalized messaging can strike a middle ground, and talks about the benefits of doing so.

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Melanie Sickinger - CRM Between Handmade & Automated Communication

  1. 1. 1 1 CRM between handmade & automated communication We inspire families!
  2. 2. 2 2 About limango Families are our passion Everything families need Specially selected offerings At the best price We are the preferred shopping partner for families
  3. 3. 3 3 million active customers visits per customer per month 1.5 million MAU 80 40 % mobile share >6,000 campaigns per year million EUR revenue in 2018 5.2 orders per customer per year limango facts % app share
  4. 4. 4 4 Data-driven analyzes and customer segmentation Personalized content INSPIRING CUSTOMERS WITH RELEVANT OFFERINGS AND STORIES EVERY DAY The right channel at the right time with the right content Cross-channel communication Analytical capabilities Analytical capabilities Analytical capabilities Analytical capabilities Newsletter App pushWhatsApp In-app communication Customer segmentation based on: • Customer preferences & interests • Customer lifecycle @limango • Customer activity Personalization through: • Tailored product offering and recommendations • Relevant stories according to lifecycle phase • Brand reminders 0 – 1.5 yrs. Analytical capabilities In-shop communication Analytical capabilities Print Tailored cross-channel communication
  5. 5. 5 5 Handmade Daily offer communication via relevant channels
  6. 6. 6 6 Automation Lifecycle communication via relevant channels
  7. 7. 7 7 Handmade + Automation = Tailored (1)
  8. 8. 8 8 Handmade + Automation = Tailored (2)
  9. 9. 9 9 CRM organization @limango CRM @limango CRM/ Automated Campaigns CRM/ Communications Graphics team Product Owner Business Analyst/ Data Scientist
  10. 10. 10 10 CRM ecosystem @limango Campaigns Segments Realtime Events Data CMS Customer Incentives Newsletter Push In App CRM IT BA BI Messenger People Optilyz Zenloop
  11. 11. 11 Thank you!