SlideShare a Scribd company logo
Customer Centricity: Is a CRM
System Indispensable for Your Email
Marketing?
Anne-Sophie Reinckens
Senior CRM Manager - zooplus AG
anne-sophie.reinckens@zooplus.com
What are your minimum requirements ?
 Right message
 To the right person
 With the right offer
 At the right moment
 Through the right channel
What are your use cases?
• Send a newsletter to all your customers
• Send an order confirmation email
• Send a NL to your VIP customers for their birthday with a specific
coupon code
• Send a welcome email to your new customers, a SMS when their
parcel is being delivered, a push notification to rate their order,
and a follow-up email based on their churn factor to re-engage
them with a personalized promotion with A/B testing
The abandoned cart example
NL subscribers
Customers
App users
3h 3 days
3 days
What email providers do
• Send email
• Check deliverability
• Avoid spam box
• Templating
• Automation rules
• Customer journey
• Multi-channel
What CRM providers can do?
• Data management
• Marketing automation
• Multi-channel
• Customer Journeys
• CMS
• Website personalization
• Product recommendation
• Artificial intelligence?
• DMP
• Connection to other service
providers
• …
ESP vs CRM
Specialist vs Generalist
Slim vs Big
Plug & Play vs Complex integration
Criteria to evaluate
• Your needs?
• Features
• Cost
• User experience
• Ease of implementation
• Support
• Scalability
• Configuration / Customization
• Innovation
• Legal compliance / GDPR
4 approaches
ESP CRM + ESPCRM DIY + ESP
Conclusion: data is the most important
Personal data Browsing history
Loyalty accountOrder history
Collect Clean Connect Analyze Use
Questions?

More Related Content

What's hot

Mission Possible: Quality Content Marketing
Mission Possible: Quality Content MarketingMission Possible: Quality Content Marketing
Mission Possible: Quality Content Marketing
SharpSpring
 
the Anatomy of a Personalized Newsletter
the Anatomy of a Personalized Newsletterthe Anatomy of a Personalized Newsletter
the Anatomy of a Personalized Newsletter
WhatCounts, Inc.
 
Tawheed Kader (Founder & CEO, ToutApp) - Email Engagement Rules For Sales Cam...
Tawheed Kader (Founder & CEO, ToutApp) - Email Engagement Rules For Sales Cam...Tawheed Kader (Founder & CEO, ToutApp) - Email Engagement Rules For Sales Cam...
Tawheed Kader (Founder & CEO, ToutApp) - Email Engagement Rules For Sales Cam...
Sales Hacker
 
How to Become an Account-Based Marketing Superhero
How to Become an Account-Based Marketing SuperheroHow to Become an Account-Based Marketing Superhero
How to Become an Account-Based Marketing Superhero
Sangram Vajre
 
Interactive Dm - Direct mail
Interactive Dm - Direct mailInteractive Dm - Direct mail
Interactive Dm - Direct mail
Perigord Group
 
Making Data Meaningful with Kissmetrics' Populations
Making Data Meaningful with Kissmetrics' PopulationsMaking Data Meaningful with Kissmetrics' Populations
Making Data Meaningful with Kissmetrics' Populations
Kissmetrics on SlideShare
 
Top 10 marketing automation tools for small businesses in 2021
Top 10 marketing automation tools for small businesses in 2021Top 10 marketing automation tools for small businesses in 2021
Top 10 marketing automation tools for small businesses in 2021
EngageBay Inc
 
Triggered Emails Right Message Right Time
Triggered Emails Right Message Right TimeTriggered Emails Right Message Right Time
Triggered Emails Right Message Right Time
Silverpop
 
How to define email marketing roi
How to define email marketing roiHow to define email marketing roi
How to define email marketing roi
BenHamminton
 
SMS ~ Text Message Marketing-Tips
SMS ~ Text Message Marketing-TipsSMS ~ Text Message Marketing-Tips
SMS ~ Text Message Marketing-Tips
Barry Macdonald
 
Magnus Anderson Webinar -- April 17, 2009
Magnus Anderson Webinar -- April 17, 2009Magnus Anderson Webinar -- April 17, 2009
Magnus Anderson Webinar -- April 17, 2009
magnusanderson
 
Text Message Marketing for Photographers
Text Message Marketing for PhotographersText Message Marketing for Photographers
Text Message Marketing for PhotographersKeith Carberry
 
Convert More With Marketing Automation
Convert More With Marketing AutomationConvert More With Marketing Automation
Convert More With Marketing Automation
Brian McKeiver
 
Clearout for Business
Clearout for BusinessClearout for Business
Clearout for Business
Ajit Raj
 
Email Marketing
Email MarketingEmail Marketing
Email Marketing
Anetwork
 
6 killer KPIs to regrow your lazy cloud business
6 killer KPIs to regrow your lazy cloud business6 killer KPIs to regrow your lazy cloud business
6 killer KPIs to regrow your lazy cloud business
Plesk
 
Plumb5: The most profitable marketing platform
Plumb5: The most profitable marketing platformPlumb5: The most profitable marketing platform
Plumb5: The most profitable marketing platform
Veer Endra
 
Turning The Buyer's Journey Into An Expressway: 3 Ways To Improve Your Close ...
Turning The Buyer's Journey Into An Expressway: 3 Ways To Improve Your Close ...Turning The Buyer's Journey Into An Expressway: 3 Ways To Improve Your Close ...
Turning The Buyer's Journey Into An Expressway: 3 Ways To Improve Your Close ...
tellwise
 

What's hot (18)

Mission Possible: Quality Content Marketing
Mission Possible: Quality Content MarketingMission Possible: Quality Content Marketing
Mission Possible: Quality Content Marketing
 
the Anatomy of a Personalized Newsletter
the Anatomy of a Personalized Newsletterthe Anatomy of a Personalized Newsletter
the Anatomy of a Personalized Newsletter
 
Tawheed Kader (Founder & CEO, ToutApp) - Email Engagement Rules For Sales Cam...
Tawheed Kader (Founder & CEO, ToutApp) - Email Engagement Rules For Sales Cam...Tawheed Kader (Founder & CEO, ToutApp) - Email Engagement Rules For Sales Cam...
Tawheed Kader (Founder & CEO, ToutApp) - Email Engagement Rules For Sales Cam...
 
How to Become an Account-Based Marketing Superhero
How to Become an Account-Based Marketing SuperheroHow to Become an Account-Based Marketing Superhero
How to Become an Account-Based Marketing Superhero
 
Interactive Dm - Direct mail
Interactive Dm - Direct mailInteractive Dm - Direct mail
Interactive Dm - Direct mail
 
Making Data Meaningful with Kissmetrics' Populations
Making Data Meaningful with Kissmetrics' PopulationsMaking Data Meaningful with Kissmetrics' Populations
Making Data Meaningful with Kissmetrics' Populations
 
Top 10 marketing automation tools for small businesses in 2021
Top 10 marketing automation tools for small businesses in 2021Top 10 marketing automation tools for small businesses in 2021
Top 10 marketing automation tools for small businesses in 2021
 
Triggered Emails Right Message Right Time
Triggered Emails Right Message Right TimeTriggered Emails Right Message Right Time
Triggered Emails Right Message Right Time
 
How to define email marketing roi
How to define email marketing roiHow to define email marketing roi
How to define email marketing roi
 
SMS ~ Text Message Marketing-Tips
SMS ~ Text Message Marketing-TipsSMS ~ Text Message Marketing-Tips
SMS ~ Text Message Marketing-Tips
 
Magnus Anderson Webinar -- April 17, 2009
Magnus Anderson Webinar -- April 17, 2009Magnus Anderson Webinar -- April 17, 2009
Magnus Anderson Webinar -- April 17, 2009
 
Text Message Marketing for Photographers
Text Message Marketing for PhotographersText Message Marketing for Photographers
Text Message Marketing for Photographers
 
Convert More With Marketing Automation
Convert More With Marketing AutomationConvert More With Marketing Automation
Convert More With Marketing Automation
 
Clearout for Business
Clearout for BusinessClearout for Business
Clearout for Business
 
Email Marketing
Email MarketingEmail Marketing
Email Marketing
 
6 killer KPIs to regrow your lazy cloud business
6 killer KPIs to regrow your lazy cloud business6 killer KPIs to regrow your lazy cloud business
6 killer KPIs to regrow your lazy cloud business
 
Plumb5: The most profitable marketing platform
Plumb5: The most profitable marketing platformPlumb5: The most profitable marketing platform
Plumb5: The most profitable marketing platform
 
Turning The Buyer's Journey Into An Expressway: 3 Ways To Improve Your Close ...
Turning The Buyer's Journey Into An Expressway: 3 Ways To Improve Your Close ...Turning The Buyer's Journey Into An Expressway: 3 Ways To Improve Your Close ...
Turning The Buyer's Journey Into An Expressway: 3 Ways To Improve Your Close ...
 

Similar to Customer centricity is a crm system indispensable for your email marketing v4

Automated Lifecycle Marketing for Wireless Retail
Automated Lifecycle Marketing for Wireless RetailAutomated Lifecycle Marketing for Wireless Retail
Automated Lifecycle Marketing for Wireless Retail
chatterspot
 
Increase Sales with Email Marketing
Increase Sales with Email MarketingIncrease Sales with Email Marketing
Increase Sales with Email Marketing
Johnny Beirne
 
Personalise & prosper - TFM&A Presentation
Personalise & prosper - TFM&A PresentationPersonalise & prosper - TFM&A Presentation
Personalise & prosper - TFM&A Presentation
Copernica BV
 
Lara Bröckelt / Florian Menge: Direct Mail Automation & Hyper-Personalization...
Lara Bröckelt / Florian Menge: Direct Mail Automation & Hyper-Personalization...Lara Bröckelt / Florian Menge: Direct Mail Automation & Hyper-Personalization...
Lara Bröckelt / Florian Menge: Direct Mail Automation & Hyper-Personalization...
Heroes of CRM Conference
 
Building a sustainable revenue engine with Copernica Marketing Software
Building a sustainable revenue engine with Copernica Marketing SoftwareBuilding a sustainable revenue engine with Copernica Marketing Software
Building a sustainable revenue engine with Copernica Marketing Software
Copernica BV
 
Sales and Service Process Maps.ppt
Sales and Service Process Maps.pptSales and Service Process Maps.ppt
Sales and Service Process Maps.ppt
JoeyVillaceran1
 
March 2023 Webinar - Ecommerce Marketing Automation
March 2023 Webinar - Ecommerce Marketing Automation March 2023 Webinar - Ecommerce Marketing Automation
March 2023 Webinar - Ecommerce Marketing Automation
Vbout.com
 
How to turn seasonal shoppers into loyal customers
How to turn seasonal shoppers into loyal customersHow to turn seasonal shoppers into loyal customers
How to turn seasonal shoppers into loyal customers
Lyndsay McGregor
 
Triggered email marketing gets higher conversion and sales
Triggered email marketing gets higher conversion and salesTriggered email marketing gets higher conversion and sales
Triggered email marketing gets higher conversion and sales
Pros Global Inc
 
Bulk SMS Marketing
Bulk SMS Marketing Bulk SMS Marketing
Bulk SMS Marketing
Dove Soft Bulk Sms
 
Webinar: Get 50% More Repeat Visitors in Ecommerce Through Marketing Automation
Webinar: Get 50% More Repeat Visitors in Ecommerce Through Marketing AutomationWebinar: Get 50% More Repeat Visitors in Ecommerce Through Marketing Automation
Webinar: Get 50% More Repeat Visitors in Ecommerce Through Marketing Automation
APPSeCONNECT
 
Email marketing for Russian Traveler targeting
Email marketing for Russian Traveler targetingEmail marketing for Russian Traveler targeting
Email marketing for Russian Traveler targeting
Travel Image
 
HighRoad & C-Systems Webinar: Email Marketing v Marketing Automation
HighRoad & C-Systems Webinar: Email Marketing v Marketing AutomationHighRoad & C-Systems Webinar: Email Marketing v Marketing Automation
HighRoad & C-Systems Webinar: Email Marketing v Marketing Automation
HighRoad Solution
 
The magnetic opt in blueprint for local offline business report
The magnetic opt in blueprint for local offline business reportThe magnetic opt in blueprint for local offline business report
The magnetic opt in blueprint for local offline business report
Colin Cousins
 
The death of email has been greatly exaggerated
The death of email has been greatly exaggeratedThe death of email has been greatly exaggerated
The death of email has been greatly exaggerated
Table19
 
Module 1 CRM
Module 1 CRMModule 1 CRM
Module 1 CRM
Bibin Xavier
 
Email marketing
Email marketingEmail marketing
Email marketing
Shani Shashidharan
 
Right Message, Right Time: The Secrets to Scaling Email Success
Right Message, Right Time: The Secrets to Scaling Email Success Right Message, Right Time: The Secrets to Scaling Email Success
Right Message, Right Time: The Secrets to Scaling Email Success
Teradata
 

Similar to Customer centricity is a crm system indispensable for your email marketing v4 (20)

Automated Lifecycle Marketing for Wireless Retail
Automated Lifecycle Marketing for Wireless RetailAutomated Lifecycle Marketing for Wireless Retail
Automated Lifecycle Marketing for Wireless Retail
 
Increase Sales with Email Marketing
Increase Sales with Email MarketingIncrease Sales with Email Marketing
Increase Sales with Email Marketing
 
Personalise & prosper - TFM&A Presentation
Personalise & prosper - TFM&A PresentationPersonalise & prosper - TFM&A Presentation
Personalise & prosper - TFM&A Presentation
 
Lara Bröckelt / Florian Menge: Direct Mail Automation & Hyper-Personalization...
Lara Bröckelt / Florian Menge: Direct Mail Automation & Hyper-Personalization...Lara Bröckelt / Florian Menge: Direct Mail Automation & Hyper-Personalization...
Lara Bröckelt / Florian Menge: Direct Mail Automation & Hyper-Personalization...
 
e-mail marketing
e-mail marketinge-mail marketing
e-mail marketing
 
Building a sustainable revenue engine with Copernica Marketing Software
Building a sustainable revenue engine with Copernica Marketing SoftwareBuilding a sustainable revenue engine with Copernica Marketing Software
Building a sustainable revenue engine with Copernica Marketing Software
 
Sales and Service Process Maps.ppt
Sales and Service Process Maps.pptSales and Service Process Maps.ppt
Sales and Service Process Maps.ppt
 
March 2023 Webinar - Ecommerce Marketing Automation
March 2023 Webinar - Ecommerce Marketing Automation March 2023 Webinar - Ecommerce Marketing Automation
March 2023 Webinar - Ecommerce Marketing Automation
 
How to turn seasonal shoppers into loyal customers
How to turn seasonal shoppers into loyal customersHow to turn seasonal shoppers into loyal customers
How to turn seasonal shoppers into loyal customers
 
Triggered email marketing gets higher conversion and sales
Triggered email marketing gets higher conversion and salesTriggered email marketing gets higher conversion and sales
Triggered email marketing gets higher conversion and sales
 
Bulk SMS Marketing
Bulk SMS Marketing Bulk SMS Marketing
Bulk SMS Marketing
 
Webinar: Get 50% More Repeat Visitors in Ecommerce Through Marketing Automation
Webinar: Get 50% More Repeat Visitors in Ecommerce Through Marketing AutomationWebinar: Get 50% More Repeat Visitors in Ecommerce Through Marketing Automation
Webinar: Get 50% More Repeat Visitors in Ecommerce Through Marketing Automation
 
Email marketing for Russian Traveler targeting
Email marketing for Russian Traveler targetingEmail marketing for Russian Traveler targeting
Email marketing for Russian Traveler targeting
 
CRM Web Ex
CRM Web ExCRM Web Ex
CRM Web Ex
 
HighRoad & C-Systems Webinar: Email Marketing v Marketing Automation
HighRoad & C-Systems Webinar: Email Marketing v Marketing AutomationHighRoad & C-Systems Webinar: Email Marketing v Marketing Automation
HighRoad & C-Systems Webinar: Email Marketing v Marketing Automation
 
The magnetic opt in blueprint for local offline business report
The magnetic opt in blueprint for local offline business reportThe magnetic opt in blueprint for local offline business report
The magnetic opt in blueprint for local offline business report
 
The death of email has been greatly exaggerated
The death of email has been greatly exaggeratedThe death of email has been greatly exaggerated
The death of email has been greatly exaggerated
 
Module 1 CRM
Module 1 CRMModule 1 CRM
Module 1 CRM
 
Email marketing
Email marketingEmail marketing
Email marketing
 
Right Message, Right Time: The Secrets to Scaling Email Success
Right Message, Right Time: The Secrets to Scaling Email Success Right Message, Right Time: The Secrets to Scaling Email Success
Right Message, Right Time: The Secrets to Scaling Email Success
 

Recently uploaded

Search Disrupted Google’s Leaked Documents Rock the SEO World.pdf
Search Disrupted Google’s Leaked Documents Rock the SEO World.pdfSearch Disrupted Google’s Leaked Documents Rock the SEO World.pdf
Search Disrupted Google’s Leaked Documents Rock the SEO World.pdf
Arihant Webtech Pvt. Ltd
 
Cracking the Workplace Discipline Code Main.pptx
Cracking the Workplace Discipline Code Main.pptxCracking the Workplace Discipline Code Main.pptx
Cracking the Workplace Discipline Code Main.pptx
Workforce Group
 
Improving profitability for small business
Improving profitability for small businessImproving profitability for small business
Improving profitability for small business
Ben Wann
 
一比一原版加拿大渥太华大学毕业证(uottawa毕业证书)如何办理
一比一原版加拿大渥太华大学毕业证(uottawa毕业证书)如何办理一比一原版加拿大渥太华大学毕业证(uottawa毕业证书)如何办理
一比一原版加拿大渥太华大学毕业证(uottawa毕业证书)如何办理
taqyed
 
CADAVER AS OUR FIRST TEACHER anatomt in your.pptx
CADAVER AS OUR FIRST TEACHER anatomt in your.pptxCADAVER AS OUR FIRST TEACHER anatomt in your.pptx
CADAVER AS OUR FIRST TEACHER anatomt in your.pptx
fakeloginn69
 
anas about venice for grade 6f about venice
anas about venice for grade 6f about veniceanas about venice for grade 6f about venice
anas about venice for grade 6f about venice
anasabutalha2013
 
The Parable of the Pipeline a book every new businessman or business student ...
The Parable of the Pipeline a book every new businessman or business student ...The Parable of the Pipeline a book every new businessman or business student ...
The Parable of the Pipeline a book every new businessman or business student ...
awaisafdar
 
Global Interconnection Group Joint Venture[960] (1).pdf
Global Interconnection Group Joint Venture[960] (1).pdfGlobal Interconnection Group Joint Venture[960] (1).pdf
Global Interconnection Group Joint Venture[960] (1).pdf
Henry Tapper
 
Meas_Dylan_DMBS_PB1_2024-05XX_Revised.pdf
Meas_Dylan_DMBS_PB1_2024-05XX_Revised.pdfMeas_Dylan_DMBS_PB1_2024-05XX_Revised.pdf
Meas_Dylan_DMBS_PB1_2024-05XX_Revised.pdf
dylandmeas
 
Business Valuation Principles for Entrepreneurs
Business Valuation Principles for EntrepreneursBusiness Valuation Principles for Entrepreneurs
Business Valuation Principles for Entrepreneurs
Ben Wann
 
Taurus Zodiac Sign_ Personality Traits and Sign Dates.pptx
Taurus Zodiac Sign_ Personality Traits and Sign Dates.pptxTaurus Zodiac Sign_ Personality Traits and Sign Dates.pptx
Taurus Zodiac Sign_ Personality Traits and Sign Dates.pptx
my Pandit
 
The-McKinsey-7S-Framework. strategic management
The-McKinsey-7S-Framework. strategic managementThe-McKinsey-7S-Framework. strategic management
The-McKinsey-7S-Framework. strategic management
Bojamma2
 
India Orthopedic Devices Market: Unlocking Growth Secrets, Trends and Develop...
India Orthopedic Devices Market: Unlocking Growth Secrets, Trends and Develop...India Orthopedic Devices Market: Unlocking Growth Secrets, Trends and Develop...
India Orthopedic Devices Market: Unlocking Growth Secrets, Trends and Develop...
Kumar Satyam
 
Sustainability: Balancing the Environment, Equity & Economy
Sustainability: Balancing the Environment, Equity & EconomySustainability: Balancing the Environment, Equity & Economy
Sustainability: Balancing the Environment, Equity & Economy
Operational Excellence Consulting
 
Putting the SPARK into Virtual Training.pptx
Putting the SPARK into Virtual Training.pptxPutting the SPARK into Virtual Training.pptx
Putting the SPARK into Virtual Training.pptx
Cynthia Clay
 
FINAL PRESENTATION.pptx12143241324134134
FINAL PRESENTATION.pptx12143241324134134FINAL PRESENTATION.pptx12143241324134134
FINAL PRESENTATION.pptx12143241324134134
LR1709MUSIC
 
Role of Remote Sensing and Monitoring in Mining
Role of Remote Sensing and Monitoring in MiningRole of Remote Sensing and Monitoring in Mining
Role of Remote Sensing and Monitoring in Mining
Naaraayani Minerals Pvt.Ltd
 
Memorandum Of Association Constitution of Company.ppt
Memorandum Of Association Constitution of Company.pptMemorandum Of Association Constitution of Company.ppt
Memorandum Of Association Constitution of Company.ppt
seri bangash
 
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...
BBPMedia1
 
Project File Report BBA 6th semester.pdf
Project File Report BBA 6th semester.pdfProject File Report BBA 6th semester.pdf
Project File Report BBA 6th semester.pdf
RajPriye
 

Recently uploaded (20)

Search Disrupted Google’s Leaked Documents Rock the SEO World.pdf
Search Disrupted Google’s Leaked Documents Rock the SEO World.pdfSearch Disrupted Google’s Leaked Documents Rock the SEO World.pdf
Search Disrupted Google’s Leaked Documents Rock the SEO World.pdf
 
Cracking the Workplace Discipline Code Main.pptx
Cracking the Workplace Discipline Code Main.pptxCracking the Workplace Discipline Code Main.pptx
Cracking the Workplace Discipline Code Main.pptx
 
Improving profitability for small business
Improving profitability for small businessImproving profitability for small business
Improving profitability for small business
 
一比一原版加拿大渥太华大学毕业证(uottawa毕业证书)如何办理
一比一原版加拿大渥太华大学毕业证(uottawa毕业证书)如何办理一比一原版加拿大渥太华大学毕业证(uottawa毕业证书)如何办理
一比一原版加拿大渥太华大学毕业证(uottawa毕业证书)如何办理
 
CADAVER AS OUR FIRST TEACHER anatomt in your.pptx
CADAVER AS OUR FIRST TEACHER anatomt in your.pptxCADAVER AS OUR FIRST TEACHER anatomt in your.pptx
CADAVER AS OUR FIRST TEACHER anatomt in your.pptx
 
anas about venice for grade 6f about venice
anas about venice for grade 6f about veniceanas about venice for grade 6f about venice
anas about venice for grade 6f about venice
 
The Parable of the Pipeline a book every new businessman or business student ...
The Parable of the Pipeline a book every new businessman or business student ...The Parable of the Pipeline a book every new businessman or business student ...
The Parable of the Pipeline a book every new businessman or business student ...
 
Global Interconnection Group Joint Venture[960] (1).pdf
Global Interconnection Group Joint Venture[960] (1).pdfGlobal Interconnection Group Joint Venture[960] (1).pdf
Global Interconnection Group Joint Venture[960] (1).pdf
 
Meas_Dylan_DMBS_PB1_2024-05XX_Revised.pdf
Meas_Dylan_DMBS_PB1_2024-05XX_Revised.pdfMeas_Dylan_DMBS_PB1_2024-05XX_Revised.pdf
Meas_Dylan_DMBS_PB1_2024-05XX_Revised.pdf
 
Business Valuation Principles for Entrepreneurs
Business Valuation Principles for EntrepreneursBusiness Valuation Principles for Entrepreneurs
Business Valuation Principles for Entrepreneurs
 
Taurus Zodiac Sign_ Personality Traits and Sign Dates.pptx
Taurus Zodiac Sign_ Personality Traits and Sign Dates.pptxTaurus Zodiac Sign_ Personality Traits and Sign Dates.pptx
Taurus Zodiac Sign_ Personality Traits and Sign Dates.pptx
 
The-McKinsey-7S-Framework. strategic management
The-McKinsey-7S-Framework. strategic managementThe-McKinsey-7S-Framework. strategic management
The-McKinsey-7S-Framework. strategic management
 
India Orthopedic Devices Market: Unlocking Growth Secrets, Trends and Develop...
India Orthopedic Devices Market: Unlocking Growth Secrets, Trends and Develop...India Orthopedic Devices Market: Unlocking Growth Secrets, Trends and Develop...
India Orthopedic Devices Market: Unlocking Growth Secrets, Trends and Develop...
 
Sustainability: Balancing the Environment, Equity & Economy
Sustainability: Balancing the Environment, Equity & EconomySustainability: Balancing the Environment, Equity & Economy
Sustainability: Balancing the Environment, Equity & Economy
 
Putting the SPARK into Virtual Training.pptx
Putting the SPARK into Virtual Training.pptxPutting the SPARK into Virtual Training.pptx
Putting the SPARK into Virtual Training.pptx
 
FINAL PRESENTATION.pptx12143241324134134
FINAL PRESENTATION.pptx12143241324134134FINAL PRESENTATION.pptx12143241324134134
FINAL PRESENTATION.pptx12143241324134134
 
Role of Remote Sensing and Monitoring in Mining
Role of Remote Sensing and Monitoring in MiningRole of Remote Sensing and Monitoring in Mining
Role of Remote Sensing and Monitoring in Mining
 
Memorandum Of Association Constitution of Company.ppt
Memorandum Of Association Constitution of Company.pptMemorandum Of Association Constitution of Company.ppt
Memorandum Of Association Constitution of Company.ppt
 
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...
 
Project File Report BBA 6th semester.pdf
Project File Report BBA 6th semester.pdfProject File Report BBA 6th semester.pdf
Project File Report BBA 6th semester.pdf
 

Customer centricity is a crm system indispensable for your email marketing v4

  • 1. Customer Centricity: Is a CRM System Indispensable for Your Email Marketing? Anne-Sophie Reinckens Senior CRM Manager - zooplus AG anne-sophie.reinckens@zooplus.com
  • 2. What are your minimum requirements ?  Right message  To the right person  With the right offer  At the right moment  Through the right channel
  • 3. What are your use cases? • Send a newsletter to all your customers • Send an order confirmation email • Send a NL to your VIP customers for their birthday with a specific coupon code • Send a welcome email to your new customers, a SMS when their parcel is being delivered, a push notification to rate their order, and a follow-up email based on their churn factor to re-engage them with a personalized promotion with A/B testing
  • 4. The abandoned cart example NL subscribers Customers App users 3h 3 days 3 days
  • 5. What email providers do • Send email • Check deliverability • Avoid spam box • Templating • Automation rules • Customer journey • Multi-channel
  • 6. What CRM providers can do? • Data management • Marketing automation • Multi-channel • Customer Journeys • CMS • Website personalization • Product recommendation • Artificial intelligence? • DMP • Connection to other service providers • …
  • 7. ESP vs CRM Specialist vs Generalist Slim vs Big Plug & Play vs Complex integration
  • 8. Criteria to evaluate • Your needs? • Features • Cost • User experience • Ease of implementation • Support • Scalability • Configuration / Customization • Innovation • Legal compliance / GDPR
  • 9. 4 approaches ESP CRM + ESPCRM DIY + ESP
  • 10. Conclusion: data is the most important Personal data Browsing history Loyalty accountOrder history Collect Clean Connect Analyze Use

Editor's Notes

  1. I fyou are working in mktg you, one of your colleague or your boss might be regularly approached by CRM providers They usually ask how come on earth you survive without a CRM system The question per se is interesting, but maybe you want to hear the answer from another marketing specialist, and not from a salesperson
  2. Right message (content, up to you, nobody else can do it better than you), right person (segmentation is a minimum requirement for an ESP/CRM), at the right moment (automation is also a minimum requirement, you should be able to trigger mails when you want), through the right channel (for you to decide based on your business / strat)
  3. Send a newsletter  templating Send a transactional email  triggering Send a NL to your VIP customers  targeting Send a welcome email… many channels, many factors to segment, coordination of the actions... Evaluate the level of complexity of what you are doing No need to have a fully equiped car if it stays in the garage  All of this can be achieved with an ESP
  4. Identify your target group/ must be registered and tracked on your web site Identify what they have added to their cart: correct tracking of data Identify when they left Send them quick: few hours after they left Make sure they did not buy in between  Capacity to retrieve data fast is here the most important
  5. Send email : seems obvious but what the original purpose Templating: came afterwards, now min requirement for an email provider Automation rules: as soon as you start using specific triggers Customer journey: combination of communication to target segment with specific triggers Multi-channel Don’t forget there are email specialists and will offer a very good level of service in terms of deliverability and recommendation for your mail campaigns
  6. Data management: collect data (relational DB), interconnect, organize, structure, make it available, modify (calculation), Website personalization: Product recommendation: Artificial intelligence? System that learns by itself, to for instance improve sending time based on past behaviour of the customer (don’t be lured here, only IBM has it) DMP Targeting for advertising
  7. Features (templating, targeting, automation, multi-channel, journey builder…) to evaluate against your needs. Cost: look also at the cost structure, volume, channels, license, support, training... User experience: user experience, should be intuitive because you will have to deploy it into your team  resistance to change Ease of implementation: trickiest part, evaluate how difficult it will be, depends a lot on your current IT Scalability and cost that goes with it Adaptability Innovation Support
  8. ESP: ok as a first step, easier integration, one single tool, probably less costly; but can soon become limited either data or channel wise CRM: get huge capacity at first and connection on all your data, and can do a lot more than only emailing (customer service, social media, product reco…); but long and costly implementation, no turning back CRM + ESP: most providers do not offer the full set of features when you use your own CRM system DIY + ESP: want to keep proprietary data, avoid dependency, adapt fast. But can be instable, hard to manage multiplicity of relationships and integrations
  9. Personal data: identification, contact, characteristics, any relevant characteristics Oder history: type of products, brands, quantities, sizes, colors, taste, any relevant characteristics Browsing history: pages seen, clicks, conversions,… Contact history: emails (transactional and marketing), calls, SMS, push,... Identify what data is relevant for you What automation would you like to set-up