The document discusses new trends in customer intelligence that are presenting challenges and opportunities. It notes that post-recession budgets are tight while data and customer expectations are growing. This has resulted in a need for customer intelligence professionals to capture more data sources, integrate data, derive insights, and apply intelligence across organizations. New types of agencies called Customer Engagement Agencies are emerging that focus on customer strategies and experiences rather than just campaigns.
Customer Engagement Model - Agency assessment Irina Hayward
The document evaluates 13 customer engagement agencies according to their current offerings, strategy, and market presence. It finds that OgilvyOne Worldwide is the sole leader, having made the most significant shift towards the customer engagement agency model. Ten agencies are strong performers in certain areas like business strategy, data strategies, or cross-channel capabilities. Meredith Xcelerated Marketing and Quaero are contenders with specific vertical strengths. Overall, the market remains nascent and no agency fully meets Forrester's vision of a world-class CEA, requiring further development of strategic consulting, journey mapping, and analytics skills.
- Customer engagement agencies are evolving From Two Legacy Models -
CEAs, in their evolution from database MSPs and digital/direct agencies, bring the best of the capabilities from their legacy models to their most strategic enterprise clients. The most mature of these agencies have made strides to strengthen their capabilities in areas like customer journey mapping and business strategy consulting.
- The Cea Model Faces a Long Road ahead To Reach Maturity-
The agencies we evaluated are taking various approaches to acquiring the people, processes, and technology required to become leaders in the CEA landscape. However, finding the right talent and restructuring agency compensation, growth, and KPI models are proving especially challenging. As a result, these firms face a long road to maturity.
Procurement analytics enabling journey to value zzw03395 usenNick Triantafel
This document discusses how procurement organizations can leverage data analytics to drive transformation even without robust systems or clean data. It outlines a three step process for "innovative data leveraging" (IDL) that involves: 1) Understanding business challenges, 2) Developing hypotheses by asking the right questions, and 3) Creating data to address questions, even using proxy or external data. IDL allows procurement to engage stakeholders and provide insights that build their credibility and value. The document provides examples of organizations that have successfully used IDL at different stages of procurement maturity.
Is Your Customer-Centric Transformation Living Up to its PromiseFrançois Videlaine
Four out of five companies are disappointed by the results of their customer-centric transformations. The document outlines three specific actions companies can take to improve their transformations: 1) Measure customer value beyond advocacy and satisfaction; 2) Ensure segmentation is actionable and not too complex; 3) Focus on a small number of market-beating propositions around pivotal customer events. The CEO can help by giving permission to explore new approaches, inspiring conversations around measurement of customer value, and challenging leaders to integrate existing initiatives.
1. Aquila Insight helped a UK insurer better understand customer sentiment and brand perception to transform their renewal pricing approach.
2. They built models combining customer, product, and transaction data with survey results, allowing the insurer to tailor prices to customer segments.
3. This enabled the insurer to outcompete on high-value customers and consider how customers value the brand in pricing and communications.
How Best-in-Class Contact Centers Satisfy Demanding CustomersKnowlagent
Omer Minkara, Research Analyst at the Aberdeen Group, discusses how your contact center can improve productivity and give customers the service they want and deserve.
Turning Customer Interactions Into Money White PaperJeffrey Katz
This white paper discusses how companies can use predictive analytics to achieve stellar returns on investment by turning customer interactions into increased profits. It finds that companies successfully using predictive analytics have well-defined goals, measure both direct and indirect ROI benefits, and make analytic results easy for all employees to access and act on. The paper profiles several companies that have improved customer retention and profits through predictive analytics approaches.
Learn about Voice-of-the-Customer business practices:
* This report defines, explores the potential benefits, and illustrates a planning methodology for VOC
* Presents findings from a Best Practices in VOC study
* Explores some emerging VOC technologies
Customer Engagement Model - Agency assessment Irina Hayward
The document evaluates 13 customer engagement agencies according to their current offerings, strategy, and market presence. It finds that OgilvyOne Worldwide is the sole leader, having made the most significant shift towards the customer engagement agency model. Ten agencies are strong performers in certain areas like business strategy, data strategies, or cross-channel capabilities. Meredith Xcelerated Marketing and Quaero are contenders with specific vertical strengths. Overall, the market remains nascent and no agency fully meets Forrester's vision of a world-class CEA, requiring further development of strategic consulting, journey mapping, and analytics skills.
- Customer engagement agencies are evolving From Two Legacy Models -
CEAs, in their evolution from database MSPs and digital/direct agencies, bring the best of the capabilities from their legacy models to their most strategic enterprise clients. The most mature of these agencies have made strides to strengthen their capabilities in areas like customer journey mapping and business strategy consulting.
- The Cea Model Faces a Long Road ahead To Reach Maturity-
The agencies we evaluated are taking various approaches to acquiring the people, processes, and technology required to become leaders in the CEA landscape. However, finding the right talent and restructuring agency compensation, growth, and KPI models are proving especially challenging. As a result, these firms face a long road to maturity.
Procurement analytics enabling journey to value zzw03395 usenNick Triantafel
This document discusses how procurement organizations can leverage data analytics to drive transformation even without robust systems or clean data. It outlines a three step process for "innovative data leveraging" (IDL) that involves: 1) Understanding business challenges, 2) Developing hypotheses by asking the right questions, and 3) Creating data to address questions, even using proxy or external data. IDL allows procurement to engage stakeholders and provide insights that build their credibility and value. The document provides examples of organizations that have successfully used IDL at different stages of procurement maturity.
Is Your Customer-Centric Transformation Living Up to its PromiseFrançois Videlaine
Four out of five companies are disappointed by the results of their customer-centric transformations. The document outlines three specific actions companies can take to improve their transformations: 1) Measure customer value beyond advocacy and satisfaction; 2) Ensure segmentation is actionable and not too complex; 3) Focus on a small number of market-beating propositions around pivotal customer events. The CEO can help by giving permission to explore new approaches, inspiring conversations around measurement of customer value, and challenging leaders to integrate existing initiatives.
1. Aquila Insight helped a UK insurer better understand customer sentiment and brand perception to transform their renewal pricing approach.
2. They built models combining customer, product, and transaction data with survey results, allowing the insurer to tailor prices to customer segments.
3. This enabled the insurer to outcompete on high-value customers and consider how customers value the brand in pricing and communications.
How Best-in-Class Contact Centers Satisfy Demanding CustomersKnowlagent
Omer Minkara, Research Analyst at the Aberdeen Group, discusses how your contact center can improve productivity and give customers the service they want and deserve.
Turning Customer Interactions Into Money White PaperJeffrey Katz
This white paper discusses how companies can use predictive analytics to achieve stellar returns on investment by turning customer interactions into increased profits. It finds that companies successfully using predictive analytics have well-defined goals, measure both direct and indirect ROI benefits, and make analytic results easy for all employees to access and act on. The paper profiles several companies that have improved customer retention and profits through predictive analytics approaches.
Learn about Voice-of-the-Customer business practices:
* This report defines, explores the potential benefits, and illustrates a planning methodology for VOC
* Presents findings from a Best Practices in VOC study
* Explores some emerging VOC technologies
The Changing Marketing Software LandscapeClickSquared
Speakers: Suresh Vittal, Principal Analyst, Forrester Research, Inc.; Dan Smith, Senior Vice President, ClickSquared
The Marketing Software Landscape is always evolving making marketing today impossible without significant investments in technology.
Acquire Grow & Retain customers - The business imperative for Big DataIBM Software India
The emergence of Big Data and Analytics has changed the way marketing decisions are made. Marketing has moved away from traditional ‘generalisation’ practices such as customer segmentation, geographical targeting etc. and is focussing more on the individual – the ‘Chief Executive Customer’.
The Changing Nature of Campaign ManagementClickSquared
Daniel Smith, senior vice president, marketing, ClickSquared, and guest, Suresh Vittal, Vice President, Practice Leader, Forrester Research, Inc., discuss the realities of cross-channel marketing and how marketers can leverage modern campaign management tools.
Elements of a Modern Demand Generation Plan by Adam Needles]irarick
The document provides an overview of the key elements needed for a successful modern demand generation plan. It discusses challenges such as implementing technology without updating processes, struggling to link marketing tactics to revenue, and not focusing programs around the buyer's decision process. It outlines guiding principles like educating buyers and iterative content tailored to the buyer's consumption. The presentation agenda is also summarized which includes topics like principles for demand generation, getting focused on the buyer, building out programs, and optimizing.
White Paper - leveraging Customer Inputs to Accelerate Business ObjectivesValueNotes
Successful companies place the customer at the heart of their business, and base their activities and decisions on the customer’s needs and preferences.
From structuring the plan to execution of the plan, all were shown in this presentation file for a product reviewing platform. This case was assigned in 'Biznation'-an event organized in IUT.
Just the Facts: From Social to Funnel: Connecting Social Buyers to the Custom...Dell Social Media
George Sadler, Director, Social Media Insights at Dell discusses how effectively listening to customer conversations leads to valuable and actionable information that enables businesses to achieve success in today's "social" era.
The document discusses seven steps that communications and media companies can take to improve customer experience management and drive growth. The steps include: 1) Understanding customer needs, wants and preferences; 2) Establishing economic frameworks to prioritize marketing, sales and service decisions; 3) Tracking customer behavior patterns and adapting quickly; 4) Developing lead nurturing and customer management plans; 5) Gaining a single customer view across systems; 6) Aligning organizational structure around customers; and 7) Continuously measuring and improving the customer experience. Taking these steps can help companies better serve customers and increase loyalty, sales and profits.
The document discusses a study on customer experience management. It found that while most companies see its value, few make it a strategic priority or adequately fund related initiatives. There are challenges to optimizing the customer experience across channels and integrating data. Leading companies face these challenges too but overcome them by prioritizing customer experience and dedicating resources to solve problems. As a result, these companies significantly outperform peers on key metrics like revenue, retention rates, and quality.
Winterberry: Customer Experience Marketing: Realizing the Promise of Dynamic ...John Zell
It has been a subject of intense study—and even more intense commentary— for as long as marketers have been battling for the affections of consumers. When the topic turns to “customer experience,” everyone has an opinion ...
Tuesday's Leaders. Enabling Big Data, a Boston Consulting Group Report.BURESI
The document discusses six key capabilities that are essential for companies to successfully leverage big data: 1) Identifying innovative opportunities through a culture of experimentation and collaboration between data and business experts, 2) Building trust with consumers by being transparent about data use and providing control/benefits, 3) Laying a technical foundation with scalable, flexible platforms that support both existing and new data applications, 4) Shaping the organization through a center of excellence and linking data specialists to business units, 5) Participating in emerging big data ecosystems through strategic partnerships, and 6) Making relationships work by creating an open culture for partnering and data sharing. Speed is critical, as companies that quickly build these capabilities can realize big data's potential faster
Marketing science at Dell: modeling investment trade-offs; George Sadler, Director, Social Media & Marketing Insights; Mu Sigma Customer Summit 2012, Half Moon Bay, CA, February 27, 2012
Business intelligence (BI) provides employees with information to make better business decisions. By giving employees access to strategic information from across the organization through a single access point, they can improve the quality of their decisions. This leads to lower costs through improved operational efficiency, reduced inventory costs, and leveraging existing IT investments. Revenue can also be increased by negotiating better contracts and identifying the most profitable customers and products. Overall, BI empowers employees and creates an agile organization that can more effectively meet business objectives.
This document discusses best practices for implementing a successful data quality initiative. It highlights common data quality challenges such as disparate data across systems and organizational silos. Successful initiatives establish clear metrics, involve a cross-functional team with executive support, develop data integration strategies, and select a comprehensive referential data source. The implementation process involves assembling a data quality team, defining key performance indicators, preparing the organization through communication and training, understanding current data processes, and integrating a referential data source to populate enterprise systems and ensure ongoing data integrity. Case studies from Lexmark, McGladrey, and Dow Corning are provided.
Aldair Pina introduces his family which includes his parents and siblings. He then discusses some of his favorite things like movies, music, sports, books and subjects in school. He concludes by thanking the reader.
Globalization of serial and investigative tools brenda rossBrenda Ross
This document discusses the globalization of serial murder and investigative tools used to solve these crimes across multiple jurisdictions. It describes how the FBI and Interpol have held conferences to promote international cooperation and sharing of data. Two case studies are provided: Pedro Lopez, who killed over 300 victims across South America in the 1970s, and Andrei Chikatilo from Russia in the 1980s. The challenges of investigating serial killers who cross borders are discussed, as well as how improved communication and profiling techniques could help link related crimes globally.
Nehum Lucio is a 13-year-old boy from Brownsville, Texas who enjoys music, movies, sports, and playing games online. Some of his favorite activities include listening to Usher and Pitbull's "DJ Got Us Fallin' in Love Again", watching the movie Transporter because of its action and jokes, and visiting websites like Google, Funbrain, and Poptropica where he can research, play games, and keep his little brother occupied. Nehum hopes to become a doctor someday so he can help many sick people.
The Changing Marketing Software LandscapeClickSquared
Speakers: Suresh Vittal, Principal Analyst, Forrester Research, Inc.; Dan Smith, Senior Vice President, ClickSquared
The Marketing Software Landscape is always evolving making marketing today impossible without significant investments in technology.
Acquire Grow & Retain customers - The business imperative for Big DataIBM Software India
The emergence of Big Data and Analytics has changed the way marketing decisions are made. Marketing has moved away from traditional ‘generalisation’ practices such as customer segmentation, geographical targeting etc. and is focussing more on the individual – the ‘Chief Executive Customer’.
The Changing Nature of Campaign ManagementClickSquared
Daniel Smith, senior vice president, marketing, ClickSquared, and guest, Suresh Vittal, Vice President, Practice Leader, Forrester Research, Inc., discuss the realities of cross-channel marketing and how marketers can leverage modern campaign management tools.
Elements of a Modern Demand Generation Plan by Adam Needles]irarick
The document provides an overview of the key elements needed for a successful modern demand generation plan. It discusses challenges such as implementing technology without updating processes, struggling to link marketing tactics to revenue, and not focusing programs around the buyer's decision process. It outlines guiding principles like educating buyers and iterative content tailored to the buyer's consumption. The presentation agenda is also summarized which includes topics like principles for demand generation, getting focused on the buyer, building out programs, and optimizing.
White Paper - leveraging Customer Inputs to Accelerate Business ObjectivesValueNotes
Successful companies place the customer at the heart of their business, and base their activities and decisions on the customer’s needs and preferences.
From structuring the plan to execution of the plan, all were shown in this presentation file for a product reviewing platform. This case was assigned in 'Biznation'-an event organized in IUT.
Just the Facts: From Social to Funnel: Connecting Social Buyers to the Custom...Dell Social Media
George Sadler, Director, Social Media Insights at Dell discusses how effectively listening to customer conversations leads to valuable and actionable information that enables businesses to achieve success in today's "social" era.
The document discusses seven steps that communications and media companies can take to improve customer experience management and drive growth. The steps include: 1) Understanding customer needs, wants and preferences; 2) Establishing economic frameworks to prioritize marketing, sales and service decisions; 3) Tracking customer behavior patterns and adapting quickly; 4) Developing lead nurturing and customer management plans; 5) Gaining a single customer view across systems; 6) Aligning organizational structure around customers; and 7) Continuously measuring and improving the customer experience. Taking these steps can help companies better serve customers and increase loyalty, sales and profits.
The document discusses a study on customer experience management. It found that while most companies see its value, few make it a strategic priority or adequately fund related initiatives. There are challenges to optimizing the customer experience across channels and integrating data. Leading companies face these challenges too but overcome them by prioritizing customer experience and dedicating resources to solve problems. As a result, these companies significantly outperform peers on key metrics like revenue, retention rates, and quality.
Winterberry: Customer Experience Marketing: Realizing the Promise of Dynamic ...John Zell
It has been a subject of intense study—and even more intense commentary— for as long as marketers have been battling for the affections of consumers. When the topic turns to “customer experience,” everyone has an opinion ...
Tuesday's Leaders. Enabling Big Data, a Boston Consulting Group Report.BURESI
The document discusses six key capabilities that are essential for companies to successfully leverage big data: 1) Identifying innovative opportunities through a culture of experimentation and collaboration between data and business experts, 2) Building trust with consumers by being transparent about data use and providing control/benefits, 3) Laying a technical foundation with scalable, flexible platforms that support both existing and new data applications, 4) Shaping the organization through a center of excellence and linking data specialists to business units, 5) Participating in emerging big data ecosystems through strategic partnerships, and 6) Making relationships work by creating an open culture for partnering and data sharing. Speed is critical, as companies that quickly build these capabilities can realize big data's potential faster
Marketing science at Dell: modeling investment trade-offs; George Sadler, Director, Social Media & Marketing Insights; Mu Sigma Customer Summit 2012, Half Moon Bay, CA, February 27, 2012
Business intelligence (BI) provides employees with information to make better business decisions. By giving employees access to strategic information from across the organization through a single access point, they can improve the quality of their decisions. This leads to lower costs through improved operational efficiency, reduced inventory costs, and leveraging existing IT investments. Revenue can also be increased by negotiating better contracts and identifying the most profitable customers and products. Overall, BI empowers employees and creates an agile organization that can more effectively meet business objectives.
This document discusses best practices for implementing a successful data quality initiative. It highlights common data quality challenges such as disparate data across systems and organizational silos. Successful initiatives establish clear metrics, involve a cross-functional team with executive support, develop data integration strategies, and select a comprehensive referential data source. The implementation process involves assembling a data quality team, defining key performance indicators, preparing the organization through communication and training, understanding current data processes, and integrating a referential data source to populate enterprise systems and ensure ongoing data integrity. Case studies from Lexmark, McGladrey, and Dow Corning are provided.
Aldair Pina introduces his family which includes his parents and siblings. He then discusses some of his favorite things like movies, music, sports, books and subjects in school. He concludes by thanking the reader.
Globalization of serial and investigative tools brenda rossBrenda Ross
This document discusses the globalization of serial murder and investigative tools used to solve these crimes across multiple jurisdictions. It describes how the FBI and Interpol have held conferences to promote international cooperation and sharing of data. Two case studies are provided: Pedro Lopez, who killed over 300 victims across South America in the 1970s, and Andrei Chikatilo from Russia in the 1980s. The challenges of investigating serial killers who cross borders are discussed, as well as how improved communication and profiling techniques could help link related crimes globally.
Nehum Lucio is a 13-year-old boy from Brownsville, Texas who enjoys music, movies, sports, and playing games online. Some of his favorite activities include listening to Usher and Pitbull's "DJ Got Us Fallin' in Love Again", watching the movie Transporter because of its action and jokes, and visiting websites like Google, Funbrain, and Poptropica where he can research, play games, and keep his little brother occupied. Nehum hopes to become a doctor someday so he can help many sick people.
Aldair Pina introduces his family which includes his parents and siblings. He then discusses some of his favorite things like movies, music, sports, books and subjects in school. He concludes by thanking the reader.
A self-study course on anger
Easy to use self-study format
Adaptable to any Bible translation
Numerous scripture quotations
Chapter tests and final exam
Online Peer-to-Peer Fundraising Best PracticesAseem Thakur
This document provides best practices for peer-to-peer (P2P) fundraising campaigns. It discusses advantages of P2P over traditional fundraising, including empowering supporters to fundraise from their own networks in a personal way. The document outlines three key ingredients of successful P2P campaigns: making the fundraising desirable through fun activities and rewards; ensuring the campaign is feasible through clear, achievable goals; and emphasizing the viability of the cause through clear impact messaging. It also presents a framework using desirability, feasibility and viability lenses to design effective P2P fundraising campaigns.
The document is composed entirely of copyright notices attributed to Tomohiro Fukuda and does not contain any other substantive information. It appears to be a list of copyright notices without any accompanying text, images, or other context.
A STUDY OF VARIATION OF NORMAL OF POLY-GONS CREATED BY POINT CLOUD DATA FOR A...Tomohiro Fukuda
This slide is presented in CAADRIA2011 (The 16th International Conference on Computer Aided Architectural Design Research in Asia).
Abstracts: Acquiring current 3D space data of cities, buildings, and rooms rapidly and in detail has become indispensable. When the point cloud data of an object or space scanned by a 3D laser scanner is converted into polygons, it is an accumulation of small polygons. When object or space is a closed flat plane, it is necessary to merge small polygons to reduce the volume of data, and to convert them into one polygon. When an object or space is a closed flat plane, each normal vector of small polygons theoretically has the same angle. However, in practise, these angles are not the same. Therefore, the purpose of this study is to clarify the variation of the angle of a small polygon group that should become one polygon based on actual data. As a result of experimentation, no small polygons are converted by the point cloud data scanned with the 3D laser scanner even if the group of small polygons is a closed flat plane lying in the same plane. When the standard deviation of the extracted number of polygons is assumed to be less than 100, the variation of the angle of the normal vector is roughly 7 degrees.
How to thrive in the age of the customer!
Age of the customer — a 20-year business cycle in which the most successful enterprises will reinvent themselves to systematically understand and serve increasingly powerful customers
Social listening-insights-emetrics-presentationPerformics
The document discusses social listening and how to put measurable social data to work. It provides examples of how social listening insights can be used, including identifying key issues for clients in different industries and uncovering unexpected opportunities. The document advocates for integrating social data with other data sources and marketing channels to build a holistic understanding of participants. It presents a framework for analyzing social data to develop audience profiles and create action plans.
The document discusses a proposed solution called insideGOOD that would provide nonprofits with a complete system for managing feedback surveys. It notes that current options are inadequate and that nonprofits are missing valuable feedback data. InsideGOOD would offer monthly subscriptions for automated tools to design, distribute, analyze and act on survey results. It projects that as participation grows, the system will become smarter and provide more value to customers. Details include the business model, features, team, and projections for revenue and market penetration over three years.
Vivaldi UK Capabilities | Financial ServicesRichard Rolka
Consumers’ rising expectations, disruptive new entrants and new possibilities with consumer data are only some of the trends currently transforming the financial services industry.
Sales in a Digital World From Retention to GrowthVishal Sharma
This document is a presentation about sales in a digital world and how sales has transitioned from retention to growth. It discusses how the sales journey and personas have changed for both B2B and buyers. It also addresses how relationships, customer experience, innovation, and services/growth interlock differently in a digital world compared to pre-digital. The presentation provides an overview of various topics and indicates there will be more details to come on certain issues. It ends with a disclaimer and contact information.
http://www.hcltech.com/retail-consumer/overview~ for more Retail
Retail industry currently faces a different landscape because of several volatile market dynamics, including demanding consumers, fierce competitors, new entrants and a complex global economy. Traditional growth models are no longer relevant and no longer have returns on investment like they once did.
Customers are now more discerning and demanding but becoming less loyal than before. One company’s customer today is a potential customer for the other tomorrow. For these reasons companies are trying to enhance their product offerings, service levels and pricing models by understanding customer requirements and developing products that are relevant. There is an urgent need for companies to revisit the core aspect of their business and understand that customers make business.
The document discusses how Forrester Research can help Omnicom agencies in three key areas: 1) Winning new business by validating proposals and demonstrating thought leadership; 2) Enhancing client engagement and retention through strategy sessions and custom data; 3) Guiding agency strategy and development with boardroom discussions and emerging trends analysis. Forrester offers global research reports, consulting services, and proprietary consumer data to support agencies.
Predicting Customer Behavior - An Introduction to iSkyiSky
iSky helps companies and brand owners predict customer behavior.
Our industry experts and research specialists design fully-integrated customer engagement programs to capture the motives behind customer behavior, and analyze the financial implications of this behavior on brand health and enterprise profitability. Our solutions are designed to support customer acquisition and retention initiatives and impact brand strategy.
This white paper discusses how companies can use customer analytics to gain a better understanding of their customers and improve business outcomes. It recommends combining both structured and unstructured customer data from various sources to build rich customer profiles. This helps companies identify customer needs, improve experiences, increase loyalty and revenue. The paper provides examples of how companies have leveraged customer analytics to reduce costs, increase market share and optimize marketing without increasing spend.
The document provides an overview of Next Lifesciences, a strategic marketing firm that helps life sciences companies gain a competitive advantage. It discusses their approach of conducting primary research to understand customer needs, developing focused strategies and tactics, and executing innovative marketing plans. Examples are given of case studies where they helped clients increase funding, sales, and market share. The firm utilizes expert networks to tailor solutions for each client, and is led by the experienced president Dr. Anthony Jones.
Taking your program global will increase the depth and breadth of your reference offerings, and will accelerate the sales cycle by influencing customers through the use of relevant third-party validation.
Five keys to extending your reach:
Understand the business etiquette.
Understand the culture.
Understand the importance of group and social hierarchies.
Build strong business relationships
Comply with regional privacy laws.
Accounting Firm Competitiveness Cch Singapore 22nd April 2010Robert_Sawhney
This document discusses factors that shape success and competitiveness in CPA firms. It summarizes research showing that a firm's cultural orientation, especially around knowledge management, marketing, learning, and integrating strategy, knowledge management, and marketing, explains up to 70% of performance differences between firms. Leadership and values management are also important factors. The document provides examples from large accounting firms of how they approach issues like knowledge and learning, marketing with a focus on client value, and integrating strategy across business units.
The document provides guidance to business leaders on refining growth strategies in four key areas: 1) Refining customer acquisition strategies through more engagement-driven marketing. 2) Increasing focus on customer retention and winback. 3) Integrating online marketing strategies across websites, social media, and paid media. 4) Leveraging business intelligence and data analytics to gain insights into customers and optimize strategies. The overall message is that leaders should sharpen their approaches to better engage customers and leverage available tools and data to drive results.
For companies and industries with long sales cycles, large ticket purchases and highly complex products, social media is more important than ever in the marketing mix.
The document discusses 20 marketing trends for 2022. Some of the key trends include:
1. Consumer values and expectations have shifted drastically due to the COVID pandemic, requiring brands to strategize and create new strategies to meet these changes.
2. Marketers must focus on building their first-party data strategies and personalizing experiences as third-party cookies are being phased out.
3. Research is becoming more democratized, with insights being generated through collaboration across organizations rather than isolated reports.
4. Testing and optimization are becoming ingrained in marketing organizations through increased investment in testing technology and dedicated teams.
The document discusses the emerging role of the chief data officer (CDO) in organizations. It summarizes that as data and analytics have become more important, having a single leader dedicated to developing an enterprise-wide data strategy is necessary to fully leverage data. The CDO can envision how to use data across the organization, activate real change by using data to impact the business, and transform the culture to be more data-driven. The document outlines barriers to establishing the CDO role but emphasizes the value they provide in making organizations more competitive through their data.
- Companies are throwing resources at customer experience innovation in an attempt to differentiate themselves, but most are not achieving meaningful innovation. They copy competitors or rely on new technologies without understanding customer needs.
- True innovation requires solving real customer problems and aligning innovations with business models and brands to ensure relevance and longevity. Successful innovations encompass customer needs, business impacts, and brand attributes.
- To innovate successfully, companies must ground their efforts in customer understanding, rigorously design new experiences, and strategically measure business outcomes rather than blindly following competitors or technology trends.
Six Mistakes Companies Are Making Today And How You Can Avoid ThemFindWhitePapers
"Look for additional opportunities to use business intelligence to uncover value and drive
improvements. Consider advanced planning tools that can help close the gap between
strategy and execution. Expand the use of sophisticated what-if analyses to model the
operational and financial impact of multiple scenarios on revenue, costs, and cash flow."
ALM Intelligence-McorpCX-Digital Customer Strategy & Experience Consulting-En...Graham Clark
The document provides an analysis of the competitive landscape for digital customer strategy and experience consulting. It defines digital consulting and the focus areas of digital customer experience consulting. It describes trends driving demand, such as the need for companies to adapt customer strategies to changing behaviors and threats. It also notes that while customer strategy fundamentals have not changed, execution speed has increased significantly. The document discusses client sponsors, capabilities of leading providers, and market trends such as the importance of agile strategy development and constraints on data analytics due to the scarcity of digital talent.
The Genesis of BriansClub.cm Famous Dark WEb PlatformSabaaSudozai
BriansClub.cm, a famous platform on the dark web, has become one of the most infamous carding marketplaces, specializing in the sale of stolen credit card data.
Ellen Burstyn: From Detroit Dreamer to Hollywood Legend | CIO Women MagazineCIOWomenMagazine
In this article, we will dive into the extraordinary life of Ellen Burstyn, where the curtains rise on a story that's far more attractive than any script.
NIMA2024 | De toegevoegde waarde van DEI en ESG in campagnes | Nathalie Lam |...BBPMedia1
Nathalie zal delen hoe DEI en ESG een fundamentele rol kunnen spelen in je merkstrategie en je de juiste aansluiting kan creëren met je doelgroep. Door middel van voorbeelden en simpele handvatten toont ze hoe dit in jouw organisatie toegepast kan worden.
HR search is critical to a company's success because it ensures the correct people are in place. HR search integrates workforce capabilities with company goals by painstakingly identifying, screening, and employing qualified candidates, supporting innovation, productivity, and growth. Efficient talent acquisition improves teamwork while encouraging collaboration. Also, it reduces turnover, saves money, and ensures consistency. Furthermore, HR search discovers and develops leadership potential, resulting in a strong pipeline of future leaders. Finally, this strategic approach to recruitment enables businesses to respond to market changes, beat competitors, and achieve long-term success.
Cover Story - China's Investment Leader - Dr. Alyce SUmsthrill
In World Expo 2010 Shanghai – the most visited Expo in the World History
https://www.britannica.com/event/Expo-Shanghai-2010
China’s official organizer of the Expo, CCPIT (China Council for the Promotion of International Trade https://en.ccpit.org/) has chosen Dr. Alyce Su as the Cover Person with Cover Story, in the Expo’s official magazine distributed throughout the Expo, showcasing China’s New Generation of Leaders to the World.
Part 2 Deep Dive: Navigating the 2024 Slowdownjeffkluth1
Introduction
The global retail industry has weathered numerous storms, with the financial crisis of 2008 serving as a poignant reminder of the sector's resilience and adaptability. However, as we navigate the complex landscape of 2024, retailers face a unique set of challenges that demand innovative strategies and a fundamental shift in mindset. This white paper contrasts the impact of the 2008 recession on the retail sector with the current headwinds retailers are grappling with, while offering a comprehensive roadmap for success in this new paradigm.
Presentation by Herman Kienhuis (Curiosity VC) on Investing in AI for ABS Alu...Herman Kienhuis
Presentation by Herman Kienhuis (Curiosity VC) on developments in AI, the venture capital investment landscape and Curiosity VC's approach to investing, at the alumni event of Amsterdam Business School (University of Amsterdam) on June 13, 2024 in Amsterdam.
The Most Inspiring Entrepreneurs to Follow in 2024.pdfthesiliconleaders
In a world where the potential of youth innovation remains vastly untouched, there emerges a guiding light in the form of Norm Goldstein, the Founder and CEO of EduNetwork Partners. His dedication to this cause has earned him recognition as a Congressional Leadership Award recipient.
Discover timeless style with the 2022 Vintage Roman Numerals Men's Ring. Crafted from premium stainless steel, this 6mm wide ring embodies elegance and durability. Perfect as a gift, it seamlessly blends classic Roman numeral detailing with modern sophistication, making it an ideal accessory for any occasion.
https://rb.gy/usj1a2
Best practices for project execution and deliveryCLIVE MINCHIN
A select set of project management best practices to keep your project on-track, on-cost and aligned to scope. Many firms have don't have the necessary skills, diligence, methods and oversight of their projects; this leads to slippage, higher costs and longer timeframes. Often firms have a history of projects that simply failed to move the needle. These best practices will help your firm avoid these pitfalls but they require fortitude to apply.
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1. Top Trends In Customer Intelligence
New Dynamics, New Opportunities
February 28, 2012
2. Agenda
Meeting Overview
Guest Speaker: Fatemeh Khatibloo Key Discussion Topics
Senior Analyst
Forrester Research Inc. New Trends in
Customer Intelligence
New Needs for CI Professionals
Michelle Boockoff-Bajdek New Breed of Agency - CEA
Vice President
Client Acquisition & Marketing
Key Takeaways
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3. New Trends in
Customer Intelligence
What challenges do organizations – and specifically
CI professionals – face in this new ecosystem?
What trends are driving those challenges?
What do CI professionals need to deliver for
their organizations?
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13. The rules have changed…
Data & More Data
Customer Touchpoints
Outbound Communications
Interaction Channels
Customer Service
Fulfillment
Customer Activities
Research
Purchase / Acquisition
Loyalty Behaviors
Data & Product Reviews
More Data Advocacy
Inquiries
Attrition
Social Media Insights
Voice of the Customer
Advocacy / Viral Marketing
Product Insights
New Ideas and Innovations
Customer Service Feedback
Public Relations
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22. New Needs for CI Professionals
With this new business imperative, what are your
key strategic drivers, needs and pain points?
What areas do CI professionals need help with?
Do you understand the key opportunities and
challenges associated with CI?
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23. What we hear from our clients…
Key Needs & Pain Points
“How do I manage channel and product “My team is tasked with delivering
preferences across media to maximize insight to inform all parts of my business
relevance & loyalty?” – product development, sales, service...”
“How do I create a 360 view across all
“How can I better target customers for
channels to determine who my most
up-sell/cross sell opportunities…”
valuable customers are?”
“What strategies do I need to increase
“How do I ensure that every customer
repeat purchase rates in single and
interaction informs the next?”
across multiple channels?”
Strategy & Analytics Data & Technology Organization & Process
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27. Is Customer Intelligence used
throughout the organization –
beyond marketing – to drive
business decisions?
Poll 1. CI is not used in strategic and
business planning processes
2. CI plays a role in customer strategy,
but is limited to marketing functions
3. CI is systematically used as part of
strategic and business planning
4. CI services as the driver of business
strategy and planning, championed
at the C-level
28. New Breed of Agency – Customer
Engagement Agency (CEA)
What is a Customer Engagement Agency?
What capabilities are required?
What is driving the need for this type of partner?
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33. Quaero’s View
The Customer Engagement Agency
Firms that provide customer intelligence-based solutions that help clients maximize
the value of their customer relationships.
Focuses on business challenges Customer Intelligence is core
Infuses customer intelligence Throughout the entire organization
Helps clients engage with customers Over time and across channels/media
Acts as the Customer Steward Complementing the Brand Steward
Hires and retains top, A-level talent As data scientists and marketing strategists
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35. A Framework for CI Professionals
The Six Dimensions
CI not widely used to drive strategic planning
CI focused on near-term and opportunistic
in nature Fragmented and widely varying
CI processes
Weak operating model – no
Fragmented approaches to Strategy basis for prioritizing requests
measuring marketing performance and managing scarce resources
No closed loop – organization Reactive CI stance – not providing
not tracking and learning from proactive consultative value
investments Measurement Process
CI
Data Organization
Data quality a key issue but often Many business people don’t
no clear accountability have skills to understand and
Disconnected sources requiring manual Technology effectively leverage CI
effort to integrate Hard to find appropriately
Not enough use being made of online skilled CI resources
data – significant opportunity Entrenched legacy culture of
Some good tools in use but
Overall data strategy unclear no standards decision-making
IT / CI operating model still a work
in progress
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36. Is your organization ready to
leverage the strengths of a
Customer Engagement Agency?
1. Our firm will be ready to work with a
Poll CEA within 1 – 3 years
2. Our firm will be ready to work with a
CEA within 12 months
3. Our firm is already working towards
building a CEA relationship with an
agency partner
4. Our firm isn’t likely to work
with a CEA
37. Key Takeaways
If we leave you with nothing else…
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38. Key Takeaways
If we leave you with nothing else…
Successful Customer Intelligence… Which requires…
Permeates an organization from its immediate Strong support at the executive and C-level, aligned metrics
efforts to its long-term strategic plans and goals as well as designated CI professionals with clear roles
and responsibilities
Is at the core of successful customer interactions Unified understanding of the customer across the organization
to deliver and derive maximum value as well as a clear strategy that outlines what is expected during
and as an outcome of each interaction
Is central to strategic planning and drives core Going beyond outmoded operational metrics and pulling data
business and financial decisions from multiple sources to plan around the customer lifecycle
Is supported by the data & technology necessary Centralized customer database that captures all transactional
to generate strategic customer insights and behavioral data to create a singular, comprehensive view
of the customer
Professionals need a new kind of help The Customer Engagement Agency – a firm that focuses on
defining customer-oriented business strategies and maps them
to tactics and execution
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