This document discusses designing a cross-channel strategy for small enterprise customers of Belgacom. It emphasizes creating an emotional customer engagement through consistent experiences across touchpoints. The strategic imperatives are to move from a multi-channel to cross-channel approach based on customer preference, with channels guided by behavioral principles to make customers feel proud to be with Belgacom. The vision is outlined as designing customer journeys, determining appropriate channels, optimizing the channel mix, and processes to ensure a simple and friendly experience across all channels.
Unlock the power of emotions (#NTKY2012)Geert Martens
The document discusses customer experience and the importance of emotions. It notes that when customers are emotionally engaged with a brand, they will forgive mistakes, buy more, stay loyal, and promote the brand. A customer experience is defined as how a customer feels and remembers their journey of interactions with an organization. Each interaction can evoke different emotions that impact perceptions of the brand, company, products, service, and people. Great customer experiences are deliberate, make customers feel valued on an emotional level, are perfect across all "moments of truth", and are consistent across touchpoints and the customer lifecycle. Emotions color the experience and how it will be remembered.
Customer Experience in a Digital Age (#ddmc2012)Geert Martens
Key note speech for the data-driven marketing congress by Stima (#ddmc2012)
How to win in the age of the customer? What is customer engagement and how do I get to the heart of my customer? It's all about emotions. Emotions will determine what you do and emotions will determine how you remember things. Unlock the power of emotions by delivering great customer experiences.
Customer experience & moments of truth: best practice highlightsGeert Martens
What should you do to excell on all "Moments of Truth" and deliver a great customer experience? What are best practices in Moment of Truth Management? This presentation (part of a larger one called "The truth about Moments of Truth") discusses global best practices in CEM en MoTM.
From customer experience to candidate experienceGeert Martens
How can we learn from customer experience to win the war for talent? From customer experience to candidate experience is the keynote address by Geert Martens on the Candidate Experience workshop organised by Vacature/Références on 30/11/2011 in Wemmel, Belgium.
This document discusses relationship strategies for improving customer relationships and selling more now. It provides examples of implementing a relationship process through defining the customer experience, collecting feedback, integrating sales and marketing activities, and using technology for repeatability and scale. Case studies are presented showing how companies have applied relationship strategies to different business problems like beneficiary mailings and trade show follow-up to generate more sales. The presentation emphasizes testing strategies, applying the core elements of the relationship process, and focusing on both short and long-term customer value and profitability.
Customer Journey Mapping Presentation V3 Open CirculationMartin Wright
Customer journey mapping is a tool that measures how prospects and customers interact with a company across different touchpoints from acquisition to attrition. It involves staff interviews, data analysis, and customer research to illustrate the customer experience. Insights from mapping can identify inefficiencies and opportunities to improve communications, training, processes, and design. A typical map shows customer movement and drop-offs between channels alongside key metrics.
Unlock the power of emotions (#NTKY2012)Geert Martens
The document discusses customer experience and the importance of emotions. It notes that when customers are emotionally engaged with a brand, they will forgive mistakes, buy more, stay loyal, and promote the brand. A customer experience is defined as how a customer feels and remembers their journey of interactions with an organization. Each interaction can evoke different emotions that impact perceptions of the brand, company, products, service, and people. Great customer experiences are deliberate, make customers feel valued on an emotional level, are perfect across all "moments of truth", and are consistent across touchpoints and the customer lifecycle. Emotions color the experience and how it will be remembered.
Customer Experience in a Digital Age (#ddmc2012)Geert Martens
Key note speech for the data-driven marketing congress by Stima (#ddmc2012)
How to win in the age of the customer? What is customer engagement and how do I get to the heart of my customer? It's all about emotions. Emotions will determine what you do and emotions will determine how you remember things. Unlock the power of emotions by delivering great customer experiences.
Customer experience & moments of truth: best practice highlightsGeert Martens
What should you do to excell on all "Moments of Truth" and deliver a great customer experience? What are best practices in Moment of Truth Management? This presentation (part of a larger one called "The truth about Moments of Truth") discusses global best practices in CEM en MoTM.
From customer experience to candidate experienceGeert Martens
How can we learn from customer experience to win the war for talent? From customer experience to candidate experience is the keynote address by Geert Martens on the Candidate Experience workshop organised by Vacature/Références on 30/11/2011 in Wemmel, Belgium.
This document discusses relationship strategies for improving customer relationships and selling more now. It provides examples of implementing a relationship process through defining the customer experience, collecting feedback, integrating sales and marketing activities, and using technology for repeatability and scale. Case studies are presented showing how companies have applied relationship strategies to different business problems like beneficiary mailings and trade show follow-up to generate more sales. The presentation emphasizes testing strategies, applying the core elements of the relationship process, and focusing on both short and long-term customer value and profitability.
Customer Journey Mapping Presentation V3 Open CirculationMartin Wright
Customer journey mapping is a tool that measures how prospects and customers interact with a company across different touchpoints from acquisition to attrition. It involves staff interviews, data analysis, and customer research to illustrate the customer experience. Insights from mapping can identify inefficiencies and opportunities to improve communications, training, processes, and design. A typical map shows customer movement and drop-offs between channels alongside key metrics.
Customer Experience Management in Telecoms - North AmericaTelecomsIQ
This document is an invitation and agenda for the Customer Experience Management in Telecoms North America conference happening February 14-16, 2012 in Miami, Florida. The conference will focus on how telecom companies can improve customer experience to increase loyalty and reduce costs. It will include keynote speakers from major telecom companies discussing how to establish a customer-centric culture and case studies on improving first contact resolution rates, engagement through social media, and more. A pre-conference workshop on February 14th will address establishing a customer-centric organization and reducing total customer service costs.
This document provides an agenda and details for the "Maximising Customer Loyalty & Profitability" conference taking place from May 21-24, 2012 in Berlin, Germany. The conference will focus on learning innovative strategies for developing profitable customer loyalty programs, increasing customer lifetime value, and stimulating brand loyalty despite declining customer spend. Speakers will include CMOs, VPs, and Directors from telecommunications companies who will present case studies on their successful customer retention and loyalty initiatives. Sessions will address topics such as using customer segmentation for personalised campaigns, calculating customer lifetime value, leveraging customer data for insights, and measuring the impact of loyalty programs. The conference aims to provide operators with solutions for driving tangible results from their investments in customer
The document discusses how to turn clients into advocates by getting more and better referrals. It outlines key learning objectives around differentiating marketing from sales, identifying the right clients, articulating value, and turning more clients into advocates who provide referrals. The workshop then covers topics like developing a client profile, crafting an effective value proposition, using attraction marketing, exceeding client expectations, and implementing a Client Advocacy Process to tap into clients' circles of influence and become a stronger advocate.
This document discusses customer experience management in retailing. It defines customer experience management as a strategy that focuses business operations and processes around individual customer needs to create a mutually beneficial value exchange. The goal is to move customers from satisfied to loyal to advocates. Several ways for retailers to deliver superior customer experiences are identified, such as branding, pricing, promotions, supply chain management, location, advertising, packaging, service quality and store atmosphere. Examples from Kingfisher Airlines and Pizza Hut of effectively managing customer experiences are provided.
Presentation on Chapter 14: CRM in E-Marketing [Elegant (VI)]Md. Abdur Rakib
Presentation on Chapter 14: Customer Relationship Management
(Based on the study of E-Marketing)
It is based on the Chapter: 14 Customer Relationship Management from E-Marketing book by Strauss, Ansary & Frost 4th edition.
It includes Background of CRM, CRM, CRM Benefits, CRM Building Blocks, CRM Strategy, CRM Technology & CRM Metrics in perspective of E-Marketing...
1. CustomerSat is an enterprise feedback management tool that allows companies to collect customer feedback in real time, take immediate action on issues, and improve the customer experience.
2. In a case study, Honeywell used CustomerSat to identify and fix customer satisfaction issues, saving the company millions and reducing cancellations by 40% within 6 months.
3. CustomerSat can gather feedback from customers, partners, employees and more, provide analytics and reporting, and route issues to the appropriate teams to take action.
The document discusses the evolution of sales from the 20th to 21st century. It notes that customers are now more informed and drive the conversation due to digital technologies. It outlines challenges modern salespeople face like longer sales cycles and high turnover. It then discusses skills needed by 21st century "sales warriors" like asking better questions, collaborating, and leveraging data insights. It emphasizes delivering value to customers through insight, collaboration, agility, and impact with technology. Overall, the document provides guidance to salespeople on adapting to changing customer and digital landscapes.
Technology Trends Customer Insight, a copy of the presentation delivered by Giles Pavey, Head of Retail Solutions, dunnhumby from the CIM East of England Summer Marketing Conference held on 9 June 2011 at ARU, Chelmsford
ICICI Bank: Fueling Interactive Marketing through AnalyticsCustomer Centria
The document sheds light on the needs of today's consumers; the marketing paradox and consumer touch points. Communication through various channels.
The document also elaborates on the concept of Marketing as a bridge, Customer Experience Management and the Customer Analytics framework.
Latency, Need based marketing, Channel innovation and the optimization process is also mentioned in the document.
CRM Manufacturing - Birmingham 25th Jan 2012antonioferrin
This document discusses how customer relationship management (CRM) can help manufacturing companies. It defines CRM as "the company's response to the customer's control of the conversation." It explains that CRM focuses on understanding customers, their needs and value to the company. CRM helps manufacturers through initiatives like loyalty programs, customized offers and pricing, and analytical CRM to transform transactional data into customer insights and predictions. The document outlines key factors for successful CRM implementation, such as leadership from business areas, implementing in phases starting with highest ROI, communication, and defining clear metrics.
The document discusses common sales challenges such as discounting to make sales, spending too much time selling to non-buyers, inaccurate forecasts, low win rates, and inconsistent new hire performance. It then introduces CustomerCentric Selling as a sales methodology that can help address these issues. CustomerCentric Selling trains reps in prospecting, identifying customer needs and goals, understanding current situations, and helping customers understand requirements for successful implementation. This leads to increased revenue, improved forecasting accuracy, and lower costs.
Strategic Pricing Associates uses a proprietary analytical process to help distributors improve pricing performance and increase profits. They analyze a distributor's transaction data to identify opportunities to capture premiums from less price-sensitive products and customers. This allows distributors to gain 2-4% in margins, equivalent to a 50% increase in earnings before interest, taxes, depreciation and amortization. Over 200 distributors across various industries have worked with Strategic Pricing Associates and achieved these margin improvements in the first year.
PR Congress 2011 | Plenary 5 - Have They Come Back for Seconds?prcongress2011
Plenary 5 of the 18th National PR Congress last 22 to 23 September dealt with Customer Relationship Management. Customer service has now evolved from merely addressing customer queries to maintaining relationships with them. It is not just a matter of acquiring customers, but more importantly, it is about retaining them.
The session underscored the importance of trust-based discussions and sharing mutually-beneficial objectives in customer relationship management. Panelists’ inputs revolved around strategies, obstacles, and imperatives in building customer trust.
Topic Presenter:
Ms. Ichay Bulaong, CRM Head, ABS-CBN
Moderator:
Ms. Angelica Esguerra-Petterson, Executive Director, Australia New Zealand Chamber of Commerce Philippines
Topic Discussants:
Ms. Sandra Puno, Director for Communications, Nestle Philippines
Dr. Francisco Tranquilino, Advisor to the Ethic Committee, Pharmaceutical and Healthcare Association of the Philippines
The document discusses next generation strategies for improving top-line growth. It recommends defining unique value for target customers, executing and measuring lead generation and nurturing programs, and ensuring supply chain and workforce sustainability. The final section encourages defining value, measuring marketing activities, and planning for strong growth in the coming year.
The route to an effective sales organisationmsavinson
The route to a successful sales organisation:
1. Successful organizations manage costs AND drive revenues.
a. Sales people have to be ever more effective, selling more with the same resources.
b. Recognise that the customer makes the decision to buy - the sales person facilitates the buying process.
c. Appropriate propositions to sell….supporting the strategy
2. Selling is a conversation between 2 people/organizations
a. Uncover issues that people are prepared to invest money in to solve
b. Confirm that you have a potential solution
c. Convince the customer that your solution is best
d. Agree what needs to happen for them to buy
e. Remember:
i. Simple and effective communications between the 2 parties
ii. Talking without listening is not a conversation
Customers pay to have someone solve their problem.
Clients do not care about your sales methodology. They care about having their issues addressed.
Sales methodologies should not complicate selling. They are there to help manage the sales process.
Effective sales people require:
Managers who coach; Processes that work, and;
Messages that add value
Christine Crandell of New Business Strategies gave a presentation on aligning marketing and sales strategies with buyer journeys. She discussed researching Fortune 100 companies' buying processes, developing the Sellers' Compass methodology to map buyer journeys, and lessons for generating demand by following the different stages of the buyer journey from initial problem definition to post-purchase support. Crandell emphasized the importance of consistency across marketing, sales, and support in shaping buyers' experiences.
Intelligent retail business transformationKelvin Tai
This document discusses challenges facing retailers and how a stored value solution from Ceridian can help address them. It outlines increasing operating costs, a lack of measurable marketing tools, and decreasing customer loyalty as common retailer challenges. Ceridian's solution leverages prepaid cards to boost sales, enable accurate targeted marketing, and improve the payment experience. Case studies show the solution increasing sales by over $30 million for one retailer and driving over 30,000 return visits for another. Ceridian has over 20 years of experience in prepaid solutions, serving over 650 clients across 45 countries.
While the right B2B marketing strategy will vary by type of product and industry, we do see distinct trends. The marketer’s challenge is to combine the right mix of programs to build market awareness and fill the sales funnel each month at a low blended cost per lead. With that in mind, we examined the recorded effectiveness of the many online lead generation options. Our experiences are summarized in this B2B marketing strategy infographic.
What key tactics best fit our Marketing Strategy?
What B2B marketing tactics are working now for others, and how well?
Where should we emphasize or deemphasize our marketing focus?
There’s no question that the right marketing strategy for your business will depend on your brand, your business capabilities, your solutions, and most importantly, your market. But knowing the distinct trends can and should influence your marketing priorities.
- Provide technical information
Assist in evaluation
Provide post purchase feedback
Decider: - Approve the purchase
Final decision maker
Gatekeeper: - Control information flow
Screening suppliers
Influencer: - Provide technical advice
Recommend suppliers
User: - Provide product specifications
Evaluate product performance
Top Management: - Approve major purchase
Provide budget & policy guidelines
4. Segmenting the Business Market
- Importance of Market Segmentation
- Bases for Segmenting Business Markets
- Geographic Segmentation
- Demographic Segmentation
- Psychographic Segmentation
- Behavioral Segmentation
- Benefit Segmentation
Customer Experience Management in Telecoms - North AmericaTelecomsIQ
This document is an invitation and agenda for the Customer Experience Management in Telecoms North America conference happening February 14-16, 2012 in Miami, Florida. The conference will focus on how telecom companies can improve customer experience to increase loyalty and reduce costs. It will include keynote speakers from major telecom companies discussing how to establish a customer-centric culture and case studies on improving first contact resolution rates, engagement through social media, and more. A pre-conference workshop on February 14th will address establishing a customer-centric organization and reducing total customer service costs.
This document provides an agenda and details for the "Maximising Customer Loyalty & Profitability" conference taking place from May 21-24, 2012 in Berlin, Germany. The conference will focus on learning innovative strategies for developing profitable customer loyalty programs, increasing customer lifetime value, and stimulating brand loyalty despite declining customer spend. Speakers will include CMOs, VPs, and Directors from telecommunications companies who will present case studies on their successful customer retention and loyalty initiatives. Sessions will address topics such as using customer segmentation for personalised campaigns, calculating customer lifetime value, leveraging customer data for insights, and measuring the impact of loyalty programs. The conference aims to provide operators with solutions for driving tangible results from their investments in customer
The document discusses how to turn clients into advocates by getting more and better referrals. It outlines key learning objectives around differentiating marketing from sales, identifying the right clients, articulating value, and turning more clients into advocates who provide referrals. The workshop then covers topics like developing a client profile, crafting an effective value proposition, using attraction marketing, exceeding client expectations, and implementing a Client Advocacy Process to tap into clients' circles of influence and become a stronger advocate.
This document discusses customer experience management in retailing. It defines customer experience management as a strategy that focuses business operations and processes around individual customer needs to create a mutually beneficial value exchange. The goal is to move customers from satisfied to loyal to advocates. Several ways for retailers to deliver superior customer experiences are identified, such as branding, pricing, promotions, supply chain management, location, advertising, packaging, service quality and store atmosphere. Examples from Kingfisher Airlines and Pizza Hut of effectively managing customer experiences are provided.
Presentation on Chapter 14: CRM in E-Marketing [Elegant (VI)]Md. Abdur Rakib
Presentation on Chapter 14: Customer Relationship Management
(Based on the study of E-Marketing)
It is based on the Chapter: 14 Customer Relationship Management from E-Marketing book by Strauss, Ansary & Frost 4th edition.
It includes Background of CRM, CRM, CRM Benefits, CRM Building Blocks, CRM Strategy, CRM Technology & CRM Metrics in perspective of E-Marketing...
1. CustomerSat is an enterprise feedback management tool that allows companies to collect customer feedback in real time, take immediate action on issues, and improve the customer experience.
2. In a case study, Honeywell used CustomerSat to identify and fix customer satisfaction issues, saving the company millions and reducing cancellations by 40% within 6 months.
3. CustomerSat can gather feedback from customers, partners, employees and more, provide analytics and reporting, and route issues to the appropriate teams to take action.
The document discusses the evolution of sales from the 20th to 21st century. It notes that customers are now more informed and drive the conversation due to digital technologies. It outlines challenges modern salespeople face like longer sales cycles and high turnover. It then discusses skills needed by 21st century "sales warriors" like asking better questions, collaborating, and leveraging data insights. It emphasizes delivering value to customers through insight, collaboration, agility, and impact with technology. Overall, the document provides guidance to salespeople on adapting to changing customer and digital landscapes.
Technology Trends Customer Insight, a copy of the presentation delivered by Giles Pavey, Head of Retail Solutions, dunnhumby from the CIM East of England Summer Marketing Conference held on 9 June 2011 at ARU, Chelmsford
ICICI Bank: Fueling Interactive Marketing through AnalyticsCustomer Centria
The document sheds light on the needs of today's consumers; the marketing paradox and consumer touch points. Communication through various channels.
The document also elaborates on the concept of Marketing as a bridge, Customer Experience Management and the Customer Analytics framework.
Latency, Need based marketing, Channel innovation and the optimization process is also mentioned in the document.
CRM Manufacturing - Birmingham 25th Jan 2012antonioferrin
This document discusses how customer relationship management (CRM) can help manufacturing companies. It defines CRM as "the company's response to the customer's control of the conversation." It explains that CRM focuses on understanding customers, their needs and value to the company. CRM helps manufacturers through initiatives like loyalty programs, customized offers and pricing, and analytical CRM to transform transactional data into customer insights and predictions. The document outlines key factors for successful CRM implementation, such as leadership from business areas, implementing in phases starting with highest ROI, communication, and defining clear metrics.
The document discusses common sales challenges such as discounting to make sales, spending too much time selling to non-buyers, inaccurate forecasts, low win rates, and inconsistent new hire performance. It then introduces CustomerCentric Selling as a sales methodology that can help address these issues. CustomerCentric Selling trains reps in prospecting, identifying customer needs and goals, understanding current situations, and helping customers understand requirements for successful implementation. This leads to increased revenue, improved forecasting accuracy, and lower costs.
Strategic Pricing Associates uses a proprietary analytical process to help distributors improve pricing performance and increase profits. They analyze a distributor's transaction data to identify opportunities to capture premiums from less price-sensitive products and customers. This allows distributors to gain 2-4% in margins, equivalent to a 50% increase in earnings before interest, taxes, depreciation and amortization. Over 200 distributors across various industries have worked with Strategic Pricing Associates and achieved these margin improvements in the first year.
PR Congress 2011 | Plenary 5 - Have They Come Back for Seconds?prcongress2011
Plenary 5 of the 18th National PR Congress last 22 to 23 September dealt with Customer Relationship Management. Customer service has now evolved from merely addressing customer queries to maintaining relationships with them. It is not just a matter of acquiring customers, but more importantly, it is about retaining them.
The session underscored the importance of trust-based discussions and sharing mutually-beneficial objectives in customer relationship management. Panelists’ inputs revolved around strategies, obstacles, and imperatives in building customer trust.
Topic Presenter:
Ms. Ichay Bulaong, CRM Head, ABS-CBN
Moderator:
Ms. Angelica Esguerra-Petterson, Executive Director, Australia New Zealand Chamber of Commerce Philippines
Topic Discussants:
Ms. Sandra Puno, Director for Communications, Nestle Philippines
Dr. Francisco Tranquilino, Advisor to the Ethic Committee, Pharmaceutical and Healthcare Association of the Philippines
The document discusses next generation strategies for improving top-line growth. It recommends defining unique value for target customers, executing and measuring lead generation and nurturing programs, and ensuring supply chain and workforce sustainability. The final section encourages defining value, measuring marketing activities, and planning for strong growth in the coming year.
The route to an effective sales organisationmsavinson
The route to a successful sales organisation:
1. Successful organizations manage costs AND drive revenues.
a. Sales people have to be ever more effective, selling more with the same resources.
b. Recognise that the customer makes the decision to buy - the sales person facilitates the buying process.
c. Appropriate propositions to sell….supporting the strategy
2. Selling is a conversation between 2 people/organizations
a. Uncover issues that people are prepared to invest money in to solve
b. Confirm that you have a potential solution
c. Convince the customer that your solution is best
d. Agree what needs to happen for them to buy
e. Remember:
i. Simple and effective communications between the 2 parties
ii. Talking without listening is not a conversation
Customers pay to have someone solve their problem.
Clients do not care about your sales methodology. They care about having their issues addressed.
Sales methodologies should not complicate selling. They are there to help manage the sales process.
Effective sales people require:
Managers who coach; Processes that work, and;
Messages that add value
Christine Crandell of New Business Strategies gave a presentation on aligning marketing and sales strategies with buyer journeys. She discussed researching Fortune 100 companies' buying processes, developing the Sellers' Compass methodology to map buyer journeys, and lessons for generating demand by following the different stages of the buyer journey from initial problem definition to post-purchase support. Crandell emphasized the importance of consistency across marketing, sales, and support in shaping buyers' experiences.
Intelligent retail business transformationKelvin Tai
This document discusses challenges facing retailers and how a stored value solution from Ceridian can help address them. It outlines increasing operating costs, a lack of measurable marketing tools, and decreasing customer loyalty as common retailer challenges. Ceridian's solution leverages prepaid cards to boost sales, enable accurate targeted marketing, and improve the payment experience. Case studies show the solution increasing sales by over $30 million for one retailer and driving over 30,000 return visits for another. Ceridian has over 20 years of experience in prepaid solutions, serving over 650 clients across 45 countries.
While the right B2B marketing strategy will vary by type of product and industry, we do see distinct trends. The marketer’s challenge is to combine the right mix of programs to build market awareness and fill the sales funnel each month at a low blended cost per lead. With that in mind, we examined the recorded effectiveness of the many online lead generation options. Our experiences are summarized in this B2B marketing strategy infographic.
What key tactics best fit our Marketing Strategy?
What B2B marketing tactics are working now for others, and how well?
Where should we emphasize or deemphasize our marketing focus?
There’s no question that the right marketing strategy for your business will depend on your brand, your business capabilities, your solutions, and most importantly, your market. But knowing the distinct trends can and should influence your marketing priorities.
- Provide technical information
Assist in evaluation
Provide post purchase feedback
Decider: - Approve the purchase
Final decision maker
Gatekeeper: - Control information flow
Screening suppliers
Influencer: - Provide technical advice
Recommend suppliers
User: - Provide product specifications
Evaluate product performance
Top Management: - Approve major purchase
Provide budget & policy guidelines
4. Segmenting the Business Market
- Importance of Market Segmentation
- Bases for Segmenting Business Markets
- Geographic Segmentation
- Demographic Segmentation
- Psychographic Segmentation
- Behavioral Segmentation
- Benefit Segmentation
The Secrets of Powerful B2B Communications| Ed Field - Maverick MarketingEnterprise Ireland
This document summarizes the key elements needed to develop powerful B2B communications:
1) Clear, comprehensive, engaging content that tells your story and provides facts to explain your offering.
2) A clearly defined position and value proposition that states what you do, how you're different, for whom, and how you do it.
3) An appropriate visual style reflected in a logo, fonts, colors, and graphical style that is consistently applied across all touchpoints.
4) Bringing the above three elements to life consistently across all materials and touchpoints like websites, presentations, and trade show stands.
Inbound marketing is an important element of the B2B marketing toolkit, but it can be made much more productive with the application of data and analytics. This presentation explains how to segment your target audience, apply predictive modeling to identify your high-value prospects, and develop content specifically intended to attract those prospects. It also discusses your options for metrics and benchmarks to analyze the results of your inbound marketing program. Finally, it suggests ways you can apply your inbound marketing to your company's larger data strategy, by gating your content with a registration form, to capture data about inbound visitors and kick off a long-term relationship with fresh prospects.
This document provides an overview of foundational sales skills for entrepreneurs and startup founders. It discusses key sales concepts like understanding the sales process and sales funnel, identifying customer segments, crafting clear value propositions, understanding customer buying cycles and alignment. It also covers challenges like having the right timing and context. Additionally, it discusses techniques like SPIN selling and the importance of digital marketing tools and creating a comprehensive sales and marketing funnel. The goal is to help startups attract and convert users into customers.
Having a pricing framework is invaluable for breaking up complex B2B pricing challenges into components that can be prioritized and addressed as discrete projects. In this presentation we review some of the elements that form part of the framework and some of their features, such as price waterfalls, pricing decision processes, etc.
B2B marketers are operating in a more complex environment than ever before. What with multiple parties involved in the purchase decision, longer and longer sales cycles, and a seemingly infinite number of media channels to choose from, marketers must make daily decisions on how to best move their prospects along the path toward becoming customers. This presentation focuses on the thorniest problems facing multi-channel B2B marketers today, and offers a variety of best practices and helpful solutions to consider drive success.
You will learn:
• How your customer’s buying process provides a roadmap for your marketing strategy.
• The best prospecting media for inquiry generation, and the media to avoid.
• B2B buying roles, and how they impact your communications.
• How to manage the complexity of multi-touch, multi-channel communications without tearing your hair out.
• 3 ways to measure multi-touch campaigns that really work.
The document discusses the importance of storytelling in B2B marketing. It notes that searches for "story driven marketing" yield far fewer results than "data driven marketing", but argues that marketing can be as complex an art as the best stories. Several CMOs are quoted as saying that brand storytelling is how they create emotional connections and that process should not be pitted against creativity. The document advocates allocating 10% of marketing budgets to storytelling projects to differentiate brands and create evangelists.
“Demand Generation/Creating Content that Converts and Shortens the Sales Cycl...Content Marketing World
Technology companies are known for being on the cutting edge and driving innovation. However, much of their marketing content reads like a dry technical manual and does little to distinguish them from their competition. This problem can worsen if the
marketing department and the technical team don’t understand each other – the
marketers know they need to educate their audience and focus on the business benefits, but the technical experts want to show all the features to appeal to the end user. Companies may end up with content that explains the features but does little to engage a potential customer and get them to take the next step in the sales cycle. This
session will show B2B technology marketers how to use content marketing strategies to become ‘customer-centric’, rather than ‘feature-centric’. In doing so, they will convert more leads and shorten their sales cycles.
This document discusses various online marketing platforms and their suitability for different purposes. It provides data on user numbers and evaluates each platform's usefulness for search engine optimization, promotions, messaging, and building links and traffic. Platforms mentioned include YouTube, Movpod, MySpace, Liveleak, Scribd, DocStoc, Slideshare, Issuu, Yudu and Calameo. User numbers range from 70 million to 750 million.
Marketing Week Live 2017 - "B2B Marketing, The Fundamentals" by Really B2BReally B2B
If you couldn't make our B2B Marketing Fundamentals workshop at Marketing Week Live, or just want a refresher, check out our slides on the following topics:
• Revolutionising your B2B digital marketing strategy to create leads and revenue generation opportunities
• Using digital content marketing techniques to bolster leads and enhance conversion
• The role of social media in your B2B marketing strategy to support the sales funnel
Integrating Offline & Online Channels for B2B MarketingDun & Bradstreet
This document discusses how integrating offline and online channels is key for effective B2B marketing. It notes that the buyer's journey now includes both digital and in-person elements. Data serves as the glue that can connect online and offline marketing activities by establishing a common view of prospects and customers across channels. The document advocates using data to align tactics, personalize experiences, and provide a consistent view of key metrics in order to maximize campaign ROI and satisfaction.
Industrial and consumer marketing differ in their market structures, products, and buyer behaviors. Industrial markets have fewer geographically concentrated buyers engaging in oligopolistic competition, technically complex customized products purchased for business use, and professionally trained personnel making purchases based on functional task motives. Consumer markets have mass markets of geographically dispersed buyers engaging in monopolistic competition, standardized products for personal use, and purchases influenced by social and psychological motives of individuals and families.
Three metaphors in B2B content marketing and how they can lead you astray. Content Marketing is guided by the language we use to describe our activities. So metaphors can really shape our thinking. Three in particular are widely used and can be misleading.
B2B describes commerce transactions between businesses. More than 94% of all internet sales are B2B transactions, and B2B transactions have a much higher volume than B2C transactions. Online B2B marketplaces have redefined the B2B industry in India by connecting thousands of business members and establishing credibility. The primary advantages of the B2B model are that it can efficiently maintain supply chain processes and automate corporate functions cost-effectively.
The 2009 First-Time Homebuyer Tax Credit was expanded to address issues with the original 2008 credit. The new 2009 credit is $8,000, non-refundable, and does not need to be repaid as long as the home is occupied for three years. The income limits to qualify for the full credit were also increased to $150,000 for joint filers and $75,000 for single filers. The credit can be claimed on tax returns filed by April 15, 2009 or 2009 tax returns.
The document describes a cross-curricular project between math, drama, and English classes that spanned 5 weeks. Students were instructed to take a story, convert it into a script for a play, and create math problems based on the story. They then performed the plays and had the audience solve the math problems. The drama teacher and her students judged the dramatic skills and scripts, while the math teacher judged the quality of math questions.
This document summarizes a webinar about the Import IT add-on for ACT! CRM. The webinar will feature Patrick McCulloch from CRM AddOn U.S and Ingo Lange from the CRM AddOn Factory. Import IT allows importing data from various file types and assigning additional fields, documents, groups and activities. It is available in Basic, Standard, Advanced and Pro versions with increasing import capabilities. Participants can purchase Import IT online or through an ACT! certified consultant.
We help clients in practical and cost effective ways to define, measure and deliver a differentiated customer experience.
Xperience Associates has worked with clients in industry sectors to implement successful customer experience transformation programmes into over 30 countries. Having stood in client shoes we understand both the opportunity and the challenges. Our proven recipes enable clients to move faster and implement a consistent approach across markets:
1. Define - a compelling customer programme and a roadmap to achieve it
2. Engage - stakeholders at all levels
3. Measure - how customers and partners rate your brand experience
4. Improve - what matters most to customers, grow advocacy + your business
At Xperience Associates we believe if you create a great experience, you’ll keep more existing customers and attract new ones through word of mouth.
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2. 4C Consulting | Service portfolio
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C t
Customer E
Experience M
i t
Management
Naïve‐to‐Natural | Emotional Signature | Moments of Truth | Multi‐channel Strategy | Unique Customer View | CRM Roadmap
Marketing Excellence Sales Excellence Service Excellence
• Marketing Maturity Assessment • SFA Management & Automation • Customer Service Automation
• Campaign Management & Automation • Sales Portfolio Management • Self Service Strategy & Management
• Campaign Management Outsourcing
p g g g • Sales Middle Office • Complaints Handling
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• Marketing Resource Management • Training & Coaching
Customer Insight Management
Intelligent reporting | Data Quality | Data Integration | Advanced Analytics
2
3. Book us for customer experience inspiration:
• Conference speaking
• Inspiration workshops
Hire us for customer experience transformation:
• Customer experience statement
• Emotional Signature
l
• Moments of Truth transformation
• CeX training & coaching
Geert Martens, competence leader customer experience
• Mobile: +32 477 365 166
• Email: geert.martens@4cconsulting.com
• Twitter: @geert_martens
• Linkedin: http://be.linkedin.com/in/martensgeert
p // / / g
• Slideshare: http://www.slideshare.net/gmartens
4. Content
01 Context & objectives
Context & objectives
02 Emotional customer engagement
g g
03 Strategic imperatives for the SE channel strategy
04 SE channel vision
05 Key take‐aways
06 Q&A
6. Realize Deliver Optimize
our growthh Simple &
Si l & our cost‐to‐
objectives Friendly serve
Design a channel strategy
g gy
for the small enterprise market
7. Belgacom aims at growth
via emotional customer
engagement
Realize Deliver
our growthh 1 Simple &
Si l &
objectives Friendly
2
A consistent customer
Channel experience requires
strategy a coherent channel
strategy
8. Content
01 Context & objectives
Context & objectives
02 Emotional customer engagement
g g
03 Strategic imperatives for the SE channel strategy
04 SE channel vision
05 Key take‐aways
06 Q&A
10. Deliberate
& valued
on an emotional level
Perfect performance
Great customer
on all Moments of
p
experiences
Truth
Consistent
across touchpoints
& customer lifecycle
17. Behavioral principles Emotional profile
We want
to make
to make
our customers
feel:
We want
to avoid that
our customers
feel:
18. Behavioral principles Channel strategy
Channel strategy imperatives
From multi‐channel to
cross‐channel
Customer preference
Proud to be SE
Channel guidance
Channel guidance
Channel performance
19. Content
01 Context & objectives
Context & objectives
02 Emotional customer engagement
g g
03 Strategic imperatives for the SE channel strategy
04 SE cross‐channel vision
05 Key take‐aways
06 Q&A
22. 1 Design customer journey
3. Research
2. Search 4. Compare
p
9. Get Help 10. Personalize
1. Discover
5. Decide
8. Use
11. Friend
6. Purchase
6 P h
7. Install
Source: Based on “Welcome To The Era Of Agile Commerce”, Forrester, March 2011. Adjusted for the Belgacom SE market by 4C Consulting
26. 5 Design processes
Support:
ersonalize
2. Search
1. Discover
6. Purchase
4. Compare
7. Install
9. Get Help
11. Friend
8. Use
3. Research
5. Decide
Customers
that require
that require
10. Pe
.
.
.
“human”
support in
their customer
their customer
journey in
order to make
a purchase
decision
27. Content
01 Context & objectives
Context & objectives
02 Why customer experience?
y p
03 Strategic imperatives for the SE channel strategy
04 SE channel vision
05 Key take‐aways
06 Q&A
28. Deliberate
& valued
on an emotional level
Perfect performance
Great customer
on all Moments of
p
experiences
Truth
Consistent
across touchpoints
& customer lifecycle
29. Simple & Friendly: the Belgacom customer experience
Behavioral principles Channel strategy
Channel strategy imperatives
From multi‐channel to
cross‐channel
Customer preference
Proud to be SE
Channel guidance
Channel guidance
Channel performance