Emerce connect december 2011 gianfranco cuzziol 131211 final (4)

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Emerce connect december 2011 gianfranco cuzziol. Presentation about eCRM best practises.

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Emerce connect december 2011 gianfranco cuzziol 131211 final (4)

  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. ownership cycle engage customers when they’re most eager to hear from youemotions inCustomer Key customer ’ moments of truth ‘ emerce connect amsterdam december 2011
  16. 16. and sometimes when they don’t expect itemerce connect amsterdam december 2011
  17. 17. emerce connect amsterdam december 2011
  18. 18. in store Search for Best Buy Digital Blue Shirtsemerce connect amsterdam december 2011
  19. 19. emerce connect amsterdam december 2011
  20. 20. what do we see when we talk CRM? Good CRM Bad CRMValued, relevant, engaging, Intrusive, pushy, useful irrelevant, exploitative, salesy Good for the customer & the organisation One wayemerce connect amsterdam december 2011
  21. 21. CRM Touch-Pointsemerce connect amsterdam december 2011
  22. 22. the sweet smell of a good experienceemerce connect amsterdam december 2011
  23. 23. what good CRM looks like?emerce connect amsterdam december 2011
  24. 24. the new CRM Is Everywhere AND Enywhereemerce connect amsterdam december 2011
  25. 25. how many of you remember these? how many of you actually influence these?emerce connect amsterdam december 2011
  26. 26. these are what crm is all about it’s about marketing… …..and the experiences we createemerce connect amsterdam december 2011
  27. 27. emerce connect amsterdam december 2011
  28. 28. spicy pepperoni pleaseemerce connect amsterdam december 2011
  29. 29. going dutchemerce connect amsterdam december 2011
  30. 30. wakey wakey !!emerce connect amsterdam december 2011
  31. 31. emerce connect amsterdam december 2011
  32. 32. online Search for Google Checkoutemerce connect amsterdam december 2011
  33. 33. the 3 questions to ask about your CRMemerce connect amsterdam december 2011
  34. 34. 3 things to rememberemerce connect amsterdam december 2011
  35. 35. the new crmIT’S ALL ABOUT THE EXPERIENCE
  36. 36. 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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