Presentatie voor controllers over marketing accountability. Over het meer transparant maken van uitgaven/investeringen in marketing en de resultaten die hieruit voortkomen.
Presentatie voor controllers over marketing accountability. Over het meer transparant maken van uitgaven/investeringen in marketing en de resultaten die hieruit voortkomen.
The book has been designed to serve as an essential insight
necessary to understand CRM (Customer Relationship Management)
that especially meets the requirements of T5 MBA students of KTU
specializing in marketing. Substantive coverage has been given to
topics like CRM technology, Sales Force Automations, Enterprise
Marketing Automation, implementing CRM, Application Service
Provider, Impact of CRM on Marketing Channels and CRM Tools.
Customer relationship management for continuing educationJ. Todd Bennett
This whitepaper will show you how implementing basic CRM principles can aid your marketing and recruitment efforts. Written with continuing education in mind, it's useful for marketers working in any organization.
Customer Relationship Management (CRM): Theory and PracticeJ. Todd Bennett
Learn the basics of Customer Relationship Management (CRM) for continuing education and discover how to create an "information centered organization" resulting in better programs, more inquiries, increased revenue and repeat customers. From cutting-edge technologies to simple do-it-yourself tools, get practical tips for making the most of your marketing dollars.
Customer Relationship Management. If you are a startup or business looking to buy a CRM software for your business this slide share will help you out immensely. 1Click team has spent time analyzing customers and CRM softwares to come up with this. SalesForce, Zoho, Microsoft... no matter which CRM you are evaluating for your business this you will find this immensely useful in decision making.
1Click live video chat, the best video chat solution for businesses and startups. 1click lets you have live conversations with visitors on your website. Our chat widget allows you to start video conversations with your customers or clients within seconds. No add-on, no plugin, no extension, your customers are truly one click away from having an audio or video conversation with you. 1Click live video chat allows multipoint face-to-face chat without any software installations, and perform cross-platform video conferencing; so that you need not worry what OS the visitor is using. Your customer can connect with your customer service representatives from anywhere, any device. Our live chat widget enables video, audio, and text on any website or mobile app. Further, our Wordpress live chat plugin, Shopify live chat plugin, Joomla live chat plugin, Drupal live chat plugin, blog live chat plugin and other similar live chat plugin will enables video and audio calling abilities on any website. Providing a live video customer support has never been easier before. Our customer support tool let's you make your customer go WOW.
With our SalesForce live chat plugin, Zoho live chat plugin, Jira live chat plugin, SugarCRM live chat plugin, and other similar live chat extensions you can start off every chat knowing whether there are any outstanding tickets, cases, or notes related to the customer. Similarly, you can create cases, notes or tickets for the customer anytime during the conversation. All the data on your 1Click live chat dashboard can be integrated with Salesforce, Zoho, Jira, SugarCRM or any other customer relationship management software you are using.
We know very that customer engagement is a team activity. 1Click live video chat widget lets you seamlessly chat with or transfer conversations to other agents. Our live chat widget comes with website statistics, and chat analytics available at your fingertips all the time. We take security very seriously. Enjoy secure encrypted chats on your SSL (https) web pages. All the video chats, audio chats, and text chats are 128 bit AES encrypted. We are developer friendly. Extend and customize the behavior of the widget. Be unique, and get creative with our Javascript APIs. Powered, and constantly upgraded with the latest web technologies such as webRTC we enable real-time communication over web (read browser). webRTC live chat, we believe will be the future of communication. 1Click live chat software will help you increase customer sastisfaction and multiply online sales.
http://1click.io
Educaterer India is an unique combination of passion driven into a hobby which makes an awesome profession. We carve the lives of enthusiastic candidates to a perfect professional who can impress upon the mindsets of the industry, while following the established traditions, can dare to set new standards to follow. We don't want you to be the part of the crowd, rather we like to make you the reason of the crowd.
Today's Effort For A Better Tomorrow
Final CRM Power Point for Project Management classDebbie Zornes
If you are a business owner or work in Customer Relations please watch this video my teammates and I made for our Project Management class. Send your ratings of it to me via private message. Here is what I need to have answered after you watch it:
Score one to five how effective you thought the presentation was
1 2 3 4 5
What was the most useful part of the presentation?
1 2 3 4 5
What was the least helpful?
1 2 3 4 5
What would you change about this presentation?
1 2 3 4 5
Overall how was the presentation experience?
1 2 3 4 5
Learn more about the technological advancements in CRM and how it will help you deliver experiences and give your business an edge over competitors.
Stay updated with the Emerging CRM Trends:
https://www.officeclip.com/blog/post/2020/10/06/emerging-crm-trends
MIS 13 Customer Relationship ManagementTushar B Kute
The slides are created for 'Management Information System' subject of SEIT under University of Pune, INDIA.
Subject Teacher: Mr. Tushar B Kute,
Sandip Institute of Technology and Research Centre, Nashik.
The book has been designed to serve as an essential insight
necessary to understand CRM (Customer Relationship Management)
that especially meets the requirements of T5 MBA students of KTU
specializing in marketing. Substantive coverage has been given to
topics like CRM technology, Sales Force Automations, Enterprise
Marketing Automation, implementing CRM, Application Service
Provider, Impact of CRM on Marketing Channels and CRM Tools.
Customer relationship management for continuing educationJ. Todd Bennett
This whitepaper will show you how implementing basic CRM principles can aid your marketing and recruitment efforts. Written with continuing education in mind, it's useful for marketers working in any organization.
Customer Relationship Management (CRM): Theory and PracticeJ. Todd Bennett
Learn the basics of Customer Relationship Management (CRM) for continuing education and discover how to create an "information centered organization" resulting in better programs, more inquiries, increased revenue and repeat customers. From cutting-edge technologies to simple do-it-yourself tools, get practical tips for making the most of your marketing dollars.
Customer Relationship Management. If you are a startup or business looking to buy a CRM software for your business this slide share will help you out immensely. 1Click team has spent time analyzing customers and CRM softwares to come up with this. SalesForce, Zoho, Microsoft... no matter which CRM you are evaluating for your business this you will find this immensely useful in decision making.
1Click live video chat, the best video chat solution for businesses and startups. 1click lets you have live conversations with visitors on your website. Our chat widget allows you to start video conversations with your customers or clients within seconds. No add-on, no plugin, no extension, your customers are truly one click away from having an audio or video conversation with you. 1Click live video chat allows multipoint face-to-face chat without any software installations, and perform cross-platform video conferencing; so that you need not worry what OS the visitor is using. Your customer can connect with your customer service representatives from anywhere, any device. Our live chat widget enables video, audio, and text on any website or mobile app. Further, our Wordpress live chat plugin, Shopify live chat plugin, Joomla live chat plugin, Drupal live chat plugin, blog live chat plugin and other similar live chat plugin will enables video and audio calling abilities on any website. Providing a live video customer support has never been easier before. Our customer support tool let's you make your customer go WOW.
With our SalesForce live chat plugin, Zoho live chat plugin, Jira live chat plugin, SugarCRM live chat plugin, and other similar live chat extensions you can start off every chat knowing whether there are any outstanding tickets, cases, or notes related to the customer. Similarly, you can create cases, notes or tickets for the customer anytime during the conversation. All the data on your 1Click live chat dashboard can be integrated with Salesforce, Zoho, Jira, SugarCRM or any other customer relationship management software you are using.
We know very that customer engagement is a team activity. 1Click live video chat widget lets you seamlessly chat with or transfer conversations to other agents. Our live chat widget comes with website statistics, and chat analytics available at your fingertips all the time. We take security very seriously. Enjoy secure encrypted chats on your SSL (https) web pages. All the video chats, audio chats, and text chats are 128 bit AES encrypted. We are developer friendly. Extend and customize the behavior of the widget. Be unique, and get creative with our Javascript APIs. Powered, and constantly upgraded with the latest web technologies such as webRTC we enable real-time communication over web (read browser). webRTC live chat, we believe will be the future of communication. 1Click live chat software will help you increase customer sastisfaction and multiply online sales.
http://1click.io
Educaterer India is an unique combination of passion driven into a hobby which makes an awesome profession. We carve the lives of enthusiastic candidates to a perfect professional who can impress upon the mindsets of the industry, while following the established traditions, can dare to set new standards to follow. We don't want you to be the part of the crowd, rather we like to make you the reason of the crowd.
Today's Effort For A Better Tomorrow
Final CRM Power Point for Project Management classDebbie Zornes
If you are a business owner or work in Customer Relations please watch this video my teammates and I made for our Project Management class. Send your ratings of it to me via private message. Here is what I need to have answered after you watch it:
Score one to five how effective you thought the presentation was
1 2 3 4 5
What was the most useful part of the presentation?
1 2 3 4 5
What was the least helpful?
1 2 3 4 5
What would you change about this presentation?
1 2 3 4 5
Overall how was the presentation experience?
1 2 3 4 5
Learn more about the technological advancements in CRM and how it will help you deliver experiences and give your business an edge over competitors.
Stay updated with the Emerging CRM Trends:
https://www.officeclip.com/blog/post/2020/10/06/emerging-crm-trends
MIS 13 Customer Relationship ManagementTushar B Kute
The slides are created for 'Management Information System' subject of SEIT under University of Pune, INDIA.
Subject Teacher: Mr. Tushar B Kute,
Sandip Institute of Technology and Research Centre, Nashik.
Waar maak je klanten anno 2014 gelukkig mee? Over het centraal stellen van gebruikers, de 'job to be done', de 'job experience', de ondersteunende kanalen
Resultaatgericht uitbouwen van de customer intelligencefunctieEd Peelen
Wat is de impact van customer intelligence op resultaat?
Hoe beoordeel ik de professionaliteit van mijn customer intelligence?
Hoe word ik een meet data driven organisatie; hoe vergroot ik mijn customer insights?
Publicatie geschreven naar aanleiding van het 25 jarig bestaan van ICSB. Gebaseerd op interviews met Chief Marketing Officers over hun kijk op klantgerichtheid. Verschillende manieren van kijken naar klantgerichtheid en methoden om deze te verbeteren.
Over het afbreken van bedrijfskolommen en het opbouwen van waardenetweken. De verticale integratie in bedrijfskolommen neemt af; er komen meer open business models, klassieke rolverdelingen tussen klant en leverancier verdwijnen, value networks groeien. We krijgen een economische ordening rondom de situatie van de eindgebruiker.
Net promotor score versus custmer satisfactionEd Peelen
Hoe goed voorspelt de net promotor score toekomstige groei? Een vergelijking met de voorspellende waarde van klanttevredenheid. Uit een UvA college over marketing theories.
Accenture - The Role of Packaging for the Evolving ConsumerAccenture Italia
What is the role of Packaging for the Evolving Consumer?
Find out more on this presentation by Francesca Romana Saule, CRM Senior Manager at Accenture, shared at the Luxury Packaging Summit 2015.
Digital Marketing All Module Sunil Kumar.pptxDr. Sunil Kumar
Slide 1: Introduction
Welcome to the Digital Marketing Presentation
Overview of the power and potential of digital marketing
Slide 2: What is Digital Marketing?
Definition of digital marketing
Importance of digital marketing in today's business landscape
Slide 3: Key Components of Digital Marketing
Search Engine Optimization (SEO)
Pay-Per-Click Advertising (PPC)
Social Media Marketing
Email Marketing
Content Marketing
Influencer Marketing
Slide 4: Benefits of Digital Marketing
Increased brand visibility and recognition
Enhanced targeting and personalization
Improved customer engagement and interaction
Higher conversion rates and ROI
Real-time tracking and analytics
Slide 5: Digital Marketing Channels
Website and Landing Pages
Search Engines (Google, Bing, etc.)
Social Media Platforms (Facebook, Instagram, LinkedIn, Twitter)
Email Platforms (Mailchimp, Constant Contact, etc.)
Online Advertising Networks (Google Ads, Facebook Ads, etc.)
Slide 6: Developing a Digital Marketing Strategy
Identifying business objectives and goals
Understanding target audience and buyer personas
Selecting the right digital marketing channels
Creating compelling content and messaging
Implementing effective tracking and measurement
Slide 7: Digital Marketing Tools and Technologies
Analytics platforms (Google Analytics, Adobe Analytics)
Customer Relationship Management (CRM) software
Marketing Automation tools (HubSpot, Marketo, etc.)
Social media management and scheduling tools
Content management systems (CMS)
Slide 8: Best Practices for Digital Marketing Success
Consistent branding and messaging
Mobile optimization and responsive design
A/B testing and optimization
Data-driven decision making
Continuous learning and staying updated with industry trends
Lecture on Marketing Strategy for the course CE 405 by Dr. Raquibul Hossainnazifa tabassum
These slides give an insight on marketing and the different strategies for successful marketing as a part of the course CE 405 (Business and Career Development).
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 ...
Customer Experience: Customer vs Company. Customers are bombarded by messages. Each message has a cost to company and customer alike. Companies poorly manage messages across channels risking brand value and wasting customers time. Companies need better means, frameworks for understanding and communicating to customers across every customer experience stage.
Digital Marketing and Advertising brief overview 2015Lassi Nummi
Guest lecture at Estonian Business School @ Helsinki. April 2015. Why Digital Marketing matters, how to do digital marketing and selected formats of doing digital marketing.
How to Use AI to Write a High-Quality Article that Ranksminatamang0021
In the world of content creation, many AI bloggers have drifted away from their original vision, resulting in low-quality articles that search engines overlook. Don't let that happen to you! Join us to discover how to leverage AI tools effectively to craft high-quality content that not only captures your audience's attention but also ranks well on search engines.
Disclaimer: Some of the prompts mentioned here are the examples of Matt Diggity. Please use it as reference and make your own custom prompts.
SMM Cheap - No. 1 SMM panel in the worldsmmpanel567
Boost your social media marketing with our SMM Panel services offering SMM Cheap services! Get cost-effective services for your business and increase followers, likes, and engagement across all social media platforms. Get affordable services perfect for businesses and influencers looking to increase their social proof. See how cheap SMM strategies can help improve your social media presence and be a pro at the social media game.
A.I. (artificial intelligence) platforms are popping up all the time, and many of them can and should be used to help grow your brand, increase your sales and decrease your marketing costs.In this presentation:We will review some of the best AI platforms that are available for you to use.We will interact with some of the platforms in real-time, so attendees can see how they work.We will also look at some current brands that are using AI to help them create marketing messages, saving them time and money in the process. Lastly, we will discuss the pros and cons of using AI in marketing & branding and have a lively conversation that includes comments from the audience.
Key Takeaways:
Attendees will learn about LLM platforms, like ChatGPT, and how they work, with preset examples and real time interactions with the platform. Attendees will learn about other AI platforms that are creating graphic design elements at the push of a button...pre-set examples and real-time interactions.Attendees will discuss the pros & cons of AI in marketing + branding and share their perspectives with one another. Attendees will learn about the cost savings and the time savings associated with using AI, should they choose to.
Core Web Vitals SEO Workshop - improve your performance [pdf]Peter Mead
Core Web Vitals to improve your website performance for better SEO results with CWV.
CWV Topics include:
- Understanding the latest Core Web Vitals including the significance of LCP, INP and CLS + their impact on SEO
- Optimisation techniques from our experts on how to improve your CWV on platforms like WordPress and WP Engine
- The impact of user experience and SEO
Come learn how YOU can Animate and Illuminate the World with Generative AI's Explosive Power. Come sit in the driver's seat and learn to harness this great technology.
The Secret to Engaging Modern Consumers: Journey Mapping and Personalization
In today's digital landscape, understanding the customer's journey and delivering personalized experiences are paramount. This masterclass delves into the art of consumer journey mapping, a powerful technique that visualizes the entire customer experience across touchpoints. Attendees will learn how to create detailed journey maps, identify pain points, and uncover opportunities for optimization. The presentation also explores personalization strategies that leverage data and technology to tailor content, products, and experiences to individual customers. From real-time personalization to predictive analytics, attendees will gain insights into cutting-edge approaches that drive engagement and loyalty.
Key Takeaways:
Current consumer landscape; Steps to mapping an effective consumer journey; Understanding the value of personalization; Integrating mapping and personalization for success; Brands that are getting It right!; Best Practices; Future Trends
The session includes a brief history of the evolution of search before diving into the roles technology, content, and links play in developing a powerful SEO strategy in a world of Generative AI and social search. Discover how to optimize for TikTok searches, Google's Gemini, and Search Generative Experience while developing a powerful arsenal of tools and templates to help maximize the effectiveness of your SEO initiatives.
Key Takeaways:
Understand how search engines work
Be able to find out where your users search
Know what is required for each discipline of SEO
Feel confident creating an SEO Plan
Confidently measure SEO performance
When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.
Key Takeaways:
- New framework for examining and safeguarding an online reputation
- Tools and techniques to keep you a step ahead
- Practical examples that demonstrate when to act, how to act and how to recover
When most people in the industry talk about online or digital reputation management, what they're really saying is Google search and PPC. And it's usually reactive, left dealing with the aftermath of negative information published somewhere online. That's outdated. It leaves executives, organizations and other high-profile individuals at a high risk of a digital reputation attack that spans channels and tactics. But the tools needed to safeguard against an attack are more cybersecurity-oriented than most marketing and communications professionals can manage. Business leaders Leaders grasp the importance; 83% of executives place reputation in their top five areas of risk, yet only 23% are confident in their ability to address it. To succeed in 2024 and beyond, you need to turn online reputation on its axis and think like an attacker.\
Key Takeaways:
- New framework for examining and safeguarding an online reputation
- Tools and techniques to keep you a step ahead
- Practical examples that demonstrate when to act, how to act and how to recover
Is AI-Generated Content the Future of Content Creation?Cut-the-SaaS
Discover the transformative power of AI in content creation with our presentation, "Is AI-Generated Content the Future of Content Creation?" by Puran Parsani, CEO & Editor of Cut-The-SaaS. Learn how AI-generated content is revolutionizing marketing, publishing, education, healthcare, and finance by offering unprecedented efficiency, creativity, and scalability.
Understanding
AI-Generated Content:
AI-generated content includes text, images, videos, and audio produced by AI without direct human involvement. This technology leverages large datasets to create contextually relevant and coherent material, streamlining content production.
Key Benefits:
Content Creation: Rapidly generate high-quality content for blogs, articles, and social media.
Brainstorming: AI simulates conversations to inspire creative ideas.
Research Assistance: Efficiently summarize and research information.
Market Insights:
The content marketing industry is projected to grow to $17.6 billion by 2032, with AI-generated content expected to dominate over 55% of the market.
Case Study: CNET’s AI Content Controversy:
CNET’s use of AI for news articles led to public scrutiny due to factual inaccuracies, highlighting the need for transparency and human oversight.
Benefits Across Industries:
Marketing: Personalize content at scale and optimize engagement with predictive analytics.
Publishing: Automate content creation for faster publication cycles.
Education: Efficiently generate educational materials.
Healthcare: Create accurate content for patients and professionals.
Finance: Produce timely financial content for decision-making.
Challenges and Ethical Considerations:
Transparency: Disclose AI use to maintain trust.
Bias: Address potential AI biases with diverse datasets.
SEO: Ensure AI content meets SEO standards.
Quality: Maintain high standards to prevent misinformation.
Conclusion:
AI-generated content offers significant benefits in efficiency, personalization, and scalability. However, ethical considerations and quality assurance are crucial for responsible use. Explore the future of content creation with us and see how AI is transforming various industries.
Connect with Us:
Follow Cut-The-SaaS on LinkedIn, Instagram, YouTube, Twitter, and Medium. Visit cut-the-saas.com for more insights and resources.
It's another new era of digital and marketers are faced with making big bets on their digital strategy. If you are looking at modernizing your tech stack to support your digital evolution, there are a few can't miss (often overlooked) areas that should be part of every conversation. We'll cover setting your vision, avoiding siloes, adding a democratized approach to data strategy, localization, creating critical governance requirements and more. Attendees will walk away with actions they can take into initiatives they are running today and consider for the future.
[Google March 2024 Update] How To Thrive: Content, Link Building & SEOSearch Engine Journal
March 2024 disrupted the SEO industry. Websites were deindexed, and manual penalties were delivered—all to produce more helpful, more trustworthy search results.
How did your website fare?
Watch us as we delve into the seismic shifts brought about by Google's March 2024 updates and explore strategies to not just survive, but thrive in this dynamic digital landscape.
You’ll learn:
- How to create content that is valuable to users (not just search engines) using E-E-A-T.
- How to build links that can boost rankings and withstand algorithm updates.
- Best practices for content creation and link building so you can thrive during algorithm updates.
With Vince Ramos, we'll examine the implications of the latest algorithm changes on content creation, link building, and SEO practices, and offer actionable insights from businesses like yours that have remained steadfast amidst the volatility.
Using real-life case studies, we’ll also show you the effectiveness of manual link building techniques and person-first content strategies.
Whether you're a seasoned SEO professional, a budding content creator, or anyone in between, this webinar will help you weather the changes in Google's algorithms and capitalize on them for sustained success.
Check out this webinar and unlock the secrets to thriving in the new Google era.
As the call for for skilled experts continues to develop, investing in quality education and education from a reputable https://www.safalta.com/online-digital-marketing/best-digital-marketing-institute-in-noida Digital advertising institute in Noida can lead to a a success career on this eve
5 big bets to drive growth in 2024 without one additional marketing dollar AND how to adapt to the biggest shifting eCommerce trend- AI.
1) Romance Your Customers - Retention
2) ‘Alternative’ Lead Gen - Advocacy
3) The Beautiful Basics - Conversion Rate Optimization
4) Land that Bottom Line - Profitability
5) Roll the Dice - New Business Models
2. Customer Centricity
> Pre-Industrial Period
• Consumer and producer together
> Industrial Period
• Mass production and consumption: a gap between two
worlds
• The role of marketing to bring both worlds together
> A changing interface; drivers of change
• Financial markets, government interference, new
economies, information technology, societal trends, new
economic laws (‘increasing returns’)
>->Position stakeholders
2
7. •7-7-2014
The essentials of co creation
> Consumers and managers have plenty of alternatives to
choose from
> Therefore we do not need to search for in-depth value (and
not for more alternatives; product differentiation)
> The value of creating together, on a specific moment, in a
specific context
> Traditional point shifts where consumers detracts value from
a supplier; focus on the entire value chain
> No outsourcing or shifting of activities from supplier to
consumer
> Quality of co creation depends on the infrastructure that
facilitates interactions
Ramaswamy and Prahalad
8. •7-7-2014
Prosumer
> Roughly 25% of the population that
behaves differently,
• consciously purchases new products,
• lives on information,
• appreciates contact with suppliers and
• wants to have influence on suppliers
> Powered by internet, media fragmentation
(rising influence of their word-of-mouth
communication), globalization (global
influence)
•Some history
10. The value is in the individual, not in the
service
Event
Context
event
Personal
relevance
Involvement
An irregular heartbeat at 11 o’clock in the morning at home
Versus an irregular heartbeat downtown in the middle of the night
Individual
consumer
Ramaswamy and Prahalad
11. Doing it together…
• launch Nov 04 - March 05
• 30,000/80.000 models uploaded
• LDD 1.2 million total downloads
• 5% Royalty paid to winners
• 3 products launch July 2005
• Planning next generation
12. How does CRM fit in this all?
Gartner CRM hype cycle
14. Course objectives
>Understand co-creative enterprise and
(S)CRM
>How to formulate a customer (CRM)
strategy
>Understand the consequences of co-
creation and CRM for the organization,
marketing and IT
>Be able to formulate a roadmap
towards the implementation of CRM
15. CRM described
> Mass marketing
> Market (segment)
> One way
> Market share
> Product orientation
> Satisfaction and
transactions
> Rules of thumb
> Interactive marketing
> Segment and individual
> Two way
> Customer share/value
> Customer centric
solutions
> Loyality and relations
> ‘Accountable’
19. CRMVision and Strategy
Co-operation within organization
CRM Processes
CRMTechnology
CRM Metrics
Communication
CRM described
building blocks
Relationship mgt Customer knowledge
20. CRM
Building blocks: Vision - Customer Advocacy
>Act as an advocate for your customer
in the organization
• Principle: Customer success is priority #1!
• Useful principle?
• Preconditions: transparency (crystal
clear)
• Consequences?
21. CRM
Building blocks: Co-operation within
organization
Sales Support Techrep (optional)
Product Management
Vice President
Aircraft Services
Aircraft Services
Account Support
Product Management
Vice President
Material Support
Material Support
Account Support
Product Management
Vice President
Component Maintenance
Component Maintenance
Account Support
Product Management
Vice President
Technical Services
Technical Services
Account Support
Account Manager
25. CRM
Communication: customer journey
Eigenomgeving/lifes
tyle: met mode,
telco’s, F&B etc.
•Blad/magazine
•Posters/flyers
•SMS/MMS
•Internet
•Vrienden, familie of
community
Ticketbox (free
record)
•Programma
toesturen per
post/SMS/MMS,
internet
•Kortingen op …
•Lid van bijv.
community
•Lid van
blad/magazine
•Free gadget van
sponsor
Eigen omgeving
•Bekijken
internetsite (info,
partypics, recencies
eerdere edities)
•Kopen/draaien
muziek o.i.d.
•Kopen kleding etc.
•Kapper
•Veroer/verblijf
Vervoer/mobiliteit
•Verschillende
vervoersmodaliteiten (OV,
eigen vervoer)
•Samen of alleen
•Radio (updates)
•SMS/MMS (updates)
•Bewegwijzering (posters
etc.)
•Podia onderweg?
Key
•Eten en drinken
•merchandise en
accessoires
•Artiest(en)/groep(e
n)/act/show/
•Faciliteiten
(toiletten, internet,
oplaadpunten etc.)
•Veiligheid/crowd
management
Eigen omgeving
•CD/DVD
•Blad
•Internet (partypics,
recencies)
•SMS/MMS
•Radio/TV
•Vrienden, familie of
community
Purchase
ticket
Prepare Going to
event
Participating Afterwards
Organisator
Back
home
Vervoer/mobiliteit
•Verschillende
vervoersmodaliteiten
(OV, eigen vervoer)
•Samen of alleen
•Radio (updates)
•SMS/MMS (updates)
•Bewegwijzering (posters
etc.)
•Podia onderweg?
•Verblijfsaccommodatie
•Afterparty/borrels etc.
Orientation
Bron: Europen Centre for the Experience Economy
26. mailing 80% 25% 50% 33%database ‘order’NegotiateF2facecall
standard
1362430100
script Sales man
competencies: how good are we in executing these steps?
CRM
Processes: optimalization
27. CRM
Technology
• Data:
• Masterdata, databases/mart/warehouse,
• Applications: call center, internet, sales
force automation, content management,
software for analysis, campaign
management
• Service oriented architecture
o 1 suite (Siebel/Oracle, Epiphany) versus a
pallet of applications
28. CRM metrics: dashboard
Continuous Monitoring & Analysis – Opportunity & Threat Detection
Purpose of your CRM dashboard (phase 1):
Track performance to various goals via
related success metrics
Helps achieve goals by showing which
contribution metrics drive behind performance
levels
Improve your ability to anticipate future
changes in performance levels
Purpose of your CRM dashboard (phase 2):
Expand scope to be not just evaluation tool,
but a projection tool
Monitor the dashboard regularly!
Dashboard is constantly changing.
29. Summarized
Customer centric organization
> From mass marketing to interactive marketing; co
creative effort
> From product focused to solution oriented
> New pricing models
> From transaction focused to relation oriented
> Process synchronization
> Steer on customer success
> Organizing around customers: customer ownership
> Branding customer solutions
> Facilitating and interconnecting infrastructure