FOR MANUFACTURERS WHO MANAGE RELATIONSHIPS ACROSS SALES, MARKETING, SERVICE & THE 360° CUSTOMER EXPERIENCE. Findings of Manufacturing.net and Manufacturing Business Technology Manufacturers Survey, May 2016
This document summarizes a research study on the impact of physical evidence on customer perceptions of service quality at Transnational Bank in Nakuru, Kenya. The study examined how the bank's interior and exterior environment (spatial layout, ambient conditions, signage/artifacts) influence customer views of the reliability, responsiveness, assurance and empathy of bank services. A sample of 95 bank customers completed questionnaires. The results showed significant relationships between the physical branch environment and customer perceptions of service quality. Specifically, ambient conditions, spatial layout, and signage/symbols were found to influence how customers rate the service at the bank. The document provides context on the competitive pressures facing Kenyan banks and the importance of differentiating service quality.
The document discusses how analytics can be used to solve business problems in the retail banking industry. It describes how analytics can be applied to various areas of a bank's profit and loss statement, including acquiring new customers, reducing customer attrition, improving account activation rates, and maximizing revenue from interest, fees, and cross-selling. It also discusses how strategic reporting, marketing analytics, and data-driven insights can be used for segmentation, customer lifetime value analysis, profitability and loyalty analysis, cross-selling strategies, and customer retention programs. The overall aim is to provide a top-down analytical approach to optimize all areas of a bank's operations and financial performance.
customer preference towards mobile walletPranav Mital
Customer preferences are expectations, likes, dislikes, and inclinations that drive customer purchasing decisions. They include preferences around convenience, effort required, user interfaces, communication style, stability versus variety, risk tolerance, values, sensory experiences, time, customer service, and overall customer experience. Mobile wallets provide a platform for users to store money digitally and make cashless transactions more conveniently compared to physical cash or cards. The money in a mobile wallet can be used to pay for goods and services or transfer funds via SMS or NFC. RBI classifies mobile wallets as open, semi-open, semi-closed, or closed depending on their functionality such as ability to withdraw cash or redeem funds.
impact of technology on Indian Retail StoresRishabh Dogra
Technology has transformed retail store operations in the following ways:
1) Technology provides tools to optimize inventory management, reduce costs, and improve customer service.
2) The use of technologies like RFID, electronic shelf labels, and mobile devices allows retailers to track inventory, customize promotions to customers, and gain insights into shopping behaviors.
3) As technology evolves rapidly, retailers must continually invest in new technologies to maintain a competitive edge and optimize operations.
This document discusses several models for customer relationship management (CRM). It describes the IDIC model which involves identifying customers, differentiating them, interacting with them, and customizing products/services for each customer. It also outlines the QCI model which examines how external environment, customer experience, infrastructure, and processes work together in customer management. Additionally, it summarizes the CRM value chain model which divides CRM into primary stages of analyzing customer portfolio, developing customer intimacy/networks, and managing the customer lifecycle, supported by leadership, technology, people and processes. The five step process model focuses on strategy development, value creation, multichannel integration, information management and performance assessment.
The document discusses online shopping and consumer behavior related to online purchases. It begins by defining online shopping as purchasing goods and services directly from sellers over the internet without an intermediary. It notes that online shopping allows consumers to shop from home and purchase a variety of items. However, it also discusses issues with fraudulent activities and fears among consumers. The objectives of the study are to understand consumer satisfaction levels with online purchases and the reasons for purchasing online. It will use a descriptive research methodology with a sample size of 50 respondents selected through convenient sampling to understand consumer behaviors related to online shopping.
Hi! Take a look at the list of best green marketing dissertation topics. More topics here https://www.marketingdissertation.net/available-topics-for-green-marketing-dissertation/
The document discusses servicescapes, which refers to the physical environment where a service takes place. It defines key elements of servicescapes including packaging, facilitating delivery, socializing customers and employees, and differentiating from competitors. The SOR model is introduced to explain how servicescape stimuli affect customer organism responses. Examples of the Rainforest Cafe and DMV servicescapes are provided to illustrate positive and negative impacts. The document concludes with recommendations for improving servicescapes through appealing atmospheres and consistency across physical cues.
This document summarizes a research study on the impact of physical evidence on customer perceptions of service quality at Transnational Bank in Nakuru, Kenya. The study examined how the bank's interior and exterior environment (spatial layout, ambient conditions, signage/artifacts) influence customer views of the reliability, responsiveness, assurance and empathy of bank services. A sample of 95 bank customers completed questionnaires. The results showed significant relationships between the physical branch environment and customer perceptions of service quality. Specifically, ambient conditions, spatial layout, and signage/symbols were found to influence how customers rate the service at the bank. The document provides context on the competitive pressures facing Kenyan banks and the importance of differentiating service quality.
The document discusses how analytics can be used to solve business problems in the retail banking industry. It describes how analytics can be applied to various areas of a bank's profit and loss statement, including acquiring new customers, reducing customer attrition, improving account activation rates, and maximizing revenue from interest, fees, and cross-selling. It also discusses how strategic reporting, marketing analytics, and data-driven insights can be used for segmentation, customer lifetime value analysis, profitability and loyalty analysis, cross-selling strategies, and customer retention programs. The overall aim is to provide a top-down analytical approach to optimize all areas of a bank's operations and financial performance.
customer preference towards mobile walletPranav Mital
Customer preferences are expectations, likes, dislikes, and inclinations that drive customer purchasing decisions. They include preferences around convenience, effort required, user interfaces, communication style, stability versus variety, risk tolerance, values, sensory experiences, time, customer service, and overall customer experience. Mobile wallets provide a platform for users to store money digitally and make cashless transactions more conveniently compared to physical cash or cards. The money in a mobile wallet can be used to pay for goods and services or transfer funds via SMS or NFC. RBI classifies mobile wallets as open, semi-open, semi-closed, or closed depending on their functionality such as ability to withdraw cash or redeem funds.
impact of technology on Indian Retail StoresRishabh Dogra
Technology has transformed retail store operations in the following ways:
1) Technology provides tools to optimize inventory management, reduce costs, and improve customer service.
2) The use of technologies like RFID, electronic shelf labels, and mobile devices allows retailers to track inventory, customize promotions to customers, and gain insights into shopping behaviors.
3) As technology evolves rapidly, retailers must continually invest in new technologies to maintain a competitive edge and optimize operations.
This document discusses several models for customer relationship management (CRM). It describes the IDIC model which involves identifying customers, differentiating them, interacting with them, and customizing products/services for each customer. It also outlines the QCI model which examines how external environment, customer experience, infrastructure, and processes work together in customer management. Additionally, it summarizes the CRM value chain model which divides CRM into primary stages of analyzing customer portfolio, developing customer intimacy/networks, and managing the customer lifecycle, supported by leadership, technology, people and processes. The five step process model focuses on strategy development, value creation, multichannel integration, information management and performance assessment.
The document discusses online shopping and consumer behavior related to online purchases. It begins by defining online shopping as purchasing goods and services directly from sellers over the internet without an intermediary. It notes that online shopping allows consumers to shop from home and purchase a variety of items. However, it also discusses issues with fraudulent activities and fears among consumers. The objectives of the study are to understand consumer satisfaction levels with online purchases and the reasons for purchasing online. It will use a descriptive research methodology with a sample size of 50 respondents selected through convenient sampling to understand consumer behaviors related to online shopping.
Hi! Take a look at the list of best green marketing dissertation topics. More topics here https://www.marketingdissertation.net/available-topics-for-green-marketing-dissertation/
The document discusses servicescapes, which refers to the physical environment where a service takes place. It defines key elements of servicescapes including packaging, facilitating delivery, socializing customers and employees, and differentiating from competitors. The SOR model is introduced to explain how servicescape stimuli affect customer organism responses. Examples of the Rainforest Cafe and DMV servicescapes are provided to illustrate positive and negative impacts. The document concludes with recommendations for improving servicescapes through appealing atmospheres and consistency across physical cues.
The document discusses service blueprints, which are maps that precisely portray how a service process is built. Service blueprints are useful for developing and designing new services. The document provides an example of a hotel service blueprint that maps out the customer actions and physical evidence involved in parking at a hotel, checking in, going to a room, ordering room service, sleeping, showering, checking out, and leaving. It also outlines the onstage contact, backstage contact, and support processes involved at each step.
This document discusses consumer behavior in services. It covers several key topics:
1) The behavior consumers display when searching for, purchasing, using, evaluating and disposing of services. This includes understanding triggers of need, user costs of services, and information search.
2) Evaluating service alternatives including attributes that can be evaluated before or after purchase. It also discusses perceived risks of services.
3) Customer expectations of services which are formed by situational and personal factors. Expectations can change over time.
4) The service encounter stage where customers interact with service providers. Models for conceptualizing this include "moments of truth", high/low contact services, and viewing service as drama with roles and scripts
This document provides an introduction to services marketing. It discusses how the service sector dominates modern economies and employment. Services can be categorized based on their underlying processes, such as whether they involve processing people, possessions, mental stimuli, or information. The marketing mix for services, known as the 7Ps, includes traditional elements like product, price, and promotion, as well as physical environment, process, and people. Managing the 7Ps requires collaboration between marketing, operations, and human resources functions within an organization. The next chapter will discuss consumer behavior in service encounters and how customers interact with and participate in service delivery.
This document analyzes online shopping behavior in India based on a survey conducted. Some key findings include:
- Males and females participate equally in online shopping. Most respondents are employed but students make up 27%.
- Over 50% of respondents search for product information online at least weekly.
- Discounts, wide product selection, and convenience are the top reasons for choosing online shopping.
- Respondents agree that online shopping saves time and money compared to traditional shopping.
- The most popular products purchased online are tickets, electronics, and books.
- Most respondents find online product/service information excellent or good.
- Payment methods like debit cards and net banking are preferred over cash on
A comparative study on online and offline shoppingSumitKumar801561
This document is a research project report submitted by Abhishek Chauhan to his professor at Sharda University on the topic of "A Comparative Study on Online and Offline Shopping". The report includes an introduction on online shopping and offline shopping, a literature review on past research conducted, the research methodology used, data analysis and findings. It also provides suggestions and conclusions based on the comparative study.
Analytics For Retail Banking - MarketelligentMarketelligent
MarketIntelligent provides analytic services to help clients make better business decisions. They offer expertise in credit risk and marketing analytics across various banking products. Their services include developing scorecards to predict customer behavior, maximize profits from assets and fees, reduce losses, acquire profitable customers, increase activation and cross-sell revenues.
Online consumer behavior refers to how consumers interact with and make purchasing decisions on e-commerce platforms. There are several stages in the online consumer behavior process, from initial need recognition to post-purchase evaluation. Consumers are drawn to online shopping for its convenience and ability to easily compare prices and products. However, some have privacy, returns, and inability to see products in person concerns. E-commerce companies aim to understand what drives online purchases and builds consumer trust through security, usability, guarantees and reviews. Younger consumers are increasingly using mobile devices to shop online.
Chapter 10 discusses physical evidence and servicescapes, specifically how the physical environment impacts customer and employee perceptions and behavior. It covers types of servicescapes, the roles they play, and frameworks for understanding how servicescapes influence behavior. The chapter also provides guidelines for developing effective physical evidence strategies and analyzes approaches for understanding the effects of the physical environment.
The document discusses digital banking and omni-channel banking. It covers topics like internet banking, mobile banking, the internet of things, customer experience, content creation, data analytics, predictive analytics, CRM systems, and ensuring consistency across channels. The key aspects are using customer data and insights to improve the customer experience across online, mobile, and physical channels to provide a seamless omni-channel banking experience.
Retail store layout,design and displayPrithvi Ghag
The document discusses store layout and design. It describes the objectives of store design as implementing strategy, influencing customer behavior, providing flexibility and controlling costs. The key layout types are grid, racetrack and free form. Space must be efficiently allocated to merchandise categories based on factors like sales productivity. Location of departments and impulse items impacts how customers navigate the store. Planograms are used to optimize product placement within categories.
Walmart began as a single store and grew to become the largest company in the US and one of the top admired corporations. Retailing involves the sale of goods and services to consumers for personal use and includes tangible goods, services, and non-store formats like online sales. There are various theories around the evolution and development of retailing formats, including natural selection theory where the most adapted formats survive, and the wheel of retailing theory where innovative formats mature over time. Retail formats can be classified by ownership type, location, and merchandise offered.
The document discusses the role and importance of information technology in the retail sector. It notes that IT plays a key role in managing complex retail operations and provides competitive advantages through market knowledge and data control. Specifically, IT helps retailers respond quickly to markets, analyze customer data, work across stores/borders efficiently, and speed up processes to reduce costs. However, retailers face challenges in managing large amounts of customer data, ensuring transparency across systems, and synchronizing global data in real-time. The document also defines point-of-sale systems and describes their various hardware and software components that are used to automate retail transactions.
A Literature Study Of Consumer Perception Towards Digital Payment Mode In IndiaJoe Osborn
This literature study analyzes consumer perceptions of digital payment methods in India. It finds that digital transactions are increasing yearly in India due to factors like government programs promoting financial inclusion, the Unified Payments Interface (UPI), and demonetization. The study reviews literature on the advantages of digital payments like convenience and the challenges like lack of technology adoption and cybersecurity issues. The objectives are to understand digital payment concepts and modes, and consumer perceptions of and safety concerns with online payments. The methodology uses secondary data from literature reviews from India.
Paytm is India's largest mobile wallet provider with over 120 million registered users. It started in 2010 as a mobile recharge website and has expanded into mobile payments, e-commerce marketplace, and bill payments to address financial inclusion challenges in India where many lack access to traditional banking. Paytm aims to become the primary digital payment method in India through partnerships with companies like Uber and food delivery services, and by obtaining approval to operate a payments bank from the Reserve Bank of India. It competes with other Indian digital wallets but benefits from strong network effects as more users and merchants join its platform.
Alipay is a third-party mobile payment platform that pioneered this model in China. It uses slogans like "Alipay, we understand your consignments" to convey messages of trust and reliability to users. Alipay's branding emphasizes concepts of trust and security through its advertising and user interface designs. The platform also aims to provide an easy to use experience through clear instructions and unique symbols during the setup and payment processes. However, issues with its real-name authentication system allow unknown Alipay accounts to be opened using others' personal information, potentially resulting in identity theft and fraudulent loans.
Consumer buying behaviour towards Online Retail: Flipkart v AmazonJubin James
This document is a project report by Jubin Jose James submitted to the New Delhi Institute of Management in partial fulfillment of a Post Graduate Diploma in Management. The report studies consumer buying behavior towards online retail marketers. It includes an introduction to the online retail industry in India, a literature review, research methodology, data analysis, findings, suggestions and conclusions. It also acknowledges the guidance of Ms. Ritu Talwar and includes a certificate, declaration, contents page and bibliography.
The document provides an overview of banking services in India. It discusses the history of banking in India from 1786 to the present in three phases. It defines banking as accepting deposits from the public that are repayable on demand. The banking sector contributes significantly to India's GDP and economy. Major players discussed are State Bank of India and ICICI Bank. SBI was established in 1806 and was nationalized in 1955. ICICI Bank was established in 1994 as a subsidiary of ICICI and transformed to a diversified financial institution.
The ppt talks about the best methods of communication on the digital channels and how the organisations make the best use of the communication strategy. Each channels works differently with different audience present on it and therefore it becomes important to communicate the organisational objectives in the way the consumers can relate to.
Targeting the most desirable new customers is often missed in favor of throwing a non-selective, broad net. This brief presentation suggests approaches for acquiring the best prospective customers
The document discusses service blueprints, which are maps that precisely portray how a service process is built. Service blueprints are useful for developing and designing new services. The document provides an example of a hotel service blueprint that maps out the customer actions and physical evidence involved in parking at a hotel, checking in, going to a room, ordering room service, sleeping, showering, checking out, and leaving. It also outlines the onstage contact, backstage contact, and support processes involved at each step.
This document discusses consumer behavior in services. It covers several key topics:
1) The behavior consumers display when searching for, purchasing, using, evaluating and disposing of services. This includes understanding triggers of need, user costs of services, and information search.
2) Evaluating service alternatives including attributes that can be evaluated before or after purchase. It also discusses perceived risks of services.
3) Customer expectations of services which are formed by situational and personal factors. Expectations can change over time.
4) The service encounter stage where customers interact with service providers. Models for conceptualizing this include "moments of truth", high/low contact services, and viewing service as drama with roles and scripts
This document provides an introduction to services marketing. It discusses how the service sector dominates modern economies and employment. Services can be categorized based on their underlying processes, such as whether they involve processing people, possessions, mental stimuli, or information. The marketing mix for services, known as the 7Ps, includes traditional elements like product, price, and promotion, as well as physical environment, process, and people. Managing the 7Ps requires collaboration between marketing, operations, and human resources functions within an organization. The next chapter will discuss consumer behavior in service encounters and how customers interact with and participate in service delivery.
This document analyzes online shopping behavior in India based on a survey conducted. Some key findings include:
- Males and females participate equally in online shopping. Most respondents are employed but students make up 27%.
- Over 50% of respondents search for product information online at least weekly.
- Discounts, wide product selection, and convenience are the top reasons for choosing online shopping.
- Respondents agree that online shopping saves time and money compared to traditional shopping.
- The most popular products purchased online are tickets, electronics, and books.
- Most respondents find online product/service information excellent or good.
- Payment methods like debit cards and net banking are preferred over cash on
A comparative study on online and offline shoppingSumitKumar801561
This document is a research project report submitted by Abhishek Chauhan to his professor at Sharda University on the topic of "A Comparative Study on Online and Offline Shopping". The report includes an introduction on online shopping and offline shopping, a literature review on past research conducted, the research methodology used, data analysis and findings. It also provides suggestions and conclusions based on the comparative study.
Analytics For Retail Banking - MarketelligentMarketelligent
MarketIntelligent provides analytic services to help clients make better business decisions. They offer expertise in credit risk and marketing analytics across various banking products. Their services include developing scorecards to predict customer behavior, maximize profits from assets and fees, reduce losses, acquire profitable customers, increase activation and cross-sell revenues.
Online consumer behavior refers to how consumers interact with and make purchasing decisions on e-commerce platforms. There are several stages in the online consumer behavior process, from initial need recognition to post-purchase evaluation. Consumers are drawn to online shopping for its convenience and ability to easily compare prices and products. However, some have privacy, returns, and inability to see products in person concerns. E-commerce companies aim to understand what drives online purchases and builds consumer trust through security, usability, guarantees and reviews. Younger consumers are increasingly using mobile devices to shop online.
Chapter 10 discusses physical evidence and servicescapes, specifically how the physical environment impacts customer and employee perceptions and behavior. It covers types of servicescapes, the roles they play, and frameworks for understanding how servicescapes influence behavior. The chapter also provides guidelines for developing effective physical evidence strategies and analyzes approaches for understanding the effects of the physical environment.
The document discusses digital banking and omni-channel banking. It covers topics like internet banking, mobile banking, the internet of things, customer experience, content creation, data analytics, predictive analytics, CRM systems, and ensuring consistency across channels. The key aspects are using customer data and insights to improve the customer experience across online, mobile, and physical channels to provide a seamless omni-channel banking experience.
Retail store layout,design and displayPrithvi Ghag
The document discusses store layout and design. It describes the objectives of store design as implementing strategy, influencing customer behavior, providing flexibility and controlling costs. The key layout types are grid, racetrack and free form. Space must be efficiently allocated to merchandise categories based on factors like sales productivity. Location of departments and impulse items impacts how customers navigate the store. Planograms are used to optimize product placement within categories.
Walmart began as a single store and grew to become the largest company in the US and one of the top admired corporations. Retailing involves the sale of goods and services to consumers for personal use and includes tangible goods, services, and non-store formats like online sales. There are various theories around the evolution and development of retailing formats, including natural selection theory where the most adapted formats survive, and the wheel of retailing theory where innovative formats mature over time. Retail formats can be classified by ownership type, location, and merchandise offered.
The document discusses the role and importance of information technology in the retail sector. It notes that IT plays a key role in managing complex retail operations and provides competitive advantages through market knowledge and data control. Specifically, IT helps retailers respond quickly to markets, analyze customer data, work across stores/borders efficiently, and speed up processes to reduce costs. However, retailers face challenges in managing large amounts of customer data, ensuring transparency across systems, and synchronizing global data in real-time. The document also defines point-of-sale systems and describes their various hardware and software components that are used to automate retail transactions.
A Literature Study Of Consumer Perception Towards Digital Payment Mode In IndiaJoe Osborn
This literature study analyzes consumer perceptions of digital payment methods in India. It finds that digital transactions are increasing yearly in India due to factors like government programs promoting financial inclusion, the Unified Payments Interface (UPI), and demonetization. The study reviews literature on the advantages of digital payments like convenience and the challenges like lack of technology adoption and cybersecurity issues. The objectives are to understand digital payment concepts and modes, and consumer perceptions of and safety concerns with online payments. The methodology uses secondary data from literature reviews from India.
Paytm is India's largest mobile wallet provider with over 120 million registered users. It started in 2010 as a mobile recharge website and has expanded into mobile payments, e-commerce marketplace, and bill payments to address financial inclusion challenges in India where many lack access to traditional banking. Paytm aims to become the primary digital payment method in India through partnerships with companies like Uber and food delivery services, and by obtaining approval to operate a payments bank from the Reserve Bank of India. It competes with other Indian digital wallets but benefits from strong network effects as more users and merchants join its platform.
Alipay is a third-party mobile payment platform that pioneered this model in China. It uses slogans like "Alipay, we understand your consignments" to convey messages of trust and reliability to users. Alipay's branding emphasizes concepts of trust and security through its advertising and user interface designs. The platform also aims to provide an easy to use experience through clear instructions and unique symbols during the setup and payment processes. However, issues with its real-name authentication system allow unknown Alipay accounts to be opened using others' personal information, potentially resulting in identity theft and fraudulent loans.
Consumer buying behaviour towards Online Retail: Flipkart v AmazonJubin James
This document is a project report by Jubin Jose James submitted to the New Delhi Institute of Management in partial fulfillment of a Post Graduate Diploma in Management. The report studies consumer buying behavior towards online retail marketers. It includes an introduction to the online retail industry in India, a literature review, research methodology, data analysis, findings, suggestions and conclusions. It also acknowledges the guidance of Ms. Ritu Talwar and includes a certificate, declaration, contents page and bibliography.
The document provides an overview of banking services in India. It discusses the history of banking in India from 1786 to the present in three phases. It defines banking as accepting deposits from the public that are repayable on demand. The banking sector contributes significantly to India's GDP and economy. Major players discussed are State Bank of India and ICICI Bank. SBI was established in 1806 and was nationalized in 1955. ICICI Bank was established in 1994 as a subsidiary of ICICI and transformed to a diversified financial institution.
The ppt talks about the best methods of communication on the digital channels and how the organisations make the best use of the communication strategy. Each channels works differently with different audience present on it and therefore it becomes important to communicate the organisational objectives in the way the consumers can relate to.
Targeting the most desirable new customers is often missed in favor of throwing a non-selective, broad net. This brief presentation suggests approaches for acquiring the best prospective customers
1) The document discusses how CRM is being transformed through the rise of smart connected devices and the Internet of Things (IoT). IoT provides new opportunities for customer relationship management by serving as a new channel for digital marketing, sales, and customer service.
2) IoT enables real-time customer interactions and predictive service. Combined with analytics, IoT allows companies to deliver personalized, targeted experiences to customers.
3) The document outlines several advantages IoT provides for CRM systems, such as rich contextual customer data, real-time marketing opportunities, and predictive customer service through connected devices.
iProspect's Future Focus 2018: The New Machine RulesiProspect
It's time to Focus on the Future. Based on interviews with over 250 global advertisers, we address the biggest trends you need to master in order to be prepared for The New Machine Rules. Download your copy now: http://bit.ly/2AirbwR
The ultimate guide to the new buyers journeyMarketBridge
At MarketBridge we have the privilege of working with hundreds of marketing and sales leaders every month. In those discussions one thing is abundantly clear: the customer buying journey is rapidly changing and organizations are struggling to keep up.
These dramatic shifts in buying behavior are well documented; independent research by Gartner and Forrester suggests that by 2020,
The document discusses the rise of customer life-cycle marketing systems (CLCMS) and their importance for CMOs. It makes three key points:
1) CMOs need a central technology hub to manage all customer interactions across the customer life cycle in order to optimize marketing.
2) Vendors are developing CLCMS that integrate customer data, marketing operations, interactions, reporting and analytics to help CMOs address growing complexity.
3) Over the next three years the CLCMS landscape will be noisy as vendors work to demonstrate integration, reduce costs and complexity, and fully embrace a customer life cycle approach rather than just focusing on campaigns.
This document discusses convergence analytics, which refers to combining data from multiple digital marketing sources like web, mobile, social media, etc. to gain a 360-degree view of customers. It provides an overview of key findings from a survey of over 100 vendors and 500 marketers. Some key findings include that 82% of marketers are measuring multi-channel data, but there is no consensus on what constitutes real-time data. Many vendors claim to offer a single view of customer data but have limitations in areas like data access and predictive capabilities. The document also provides background on the history and evolution of digital marketing analytics.
Presentation at Loriman Social Media Seminar on Automated Marketing Software Solutions. Features to look for, Solutions and Pricing. It is an overview of the landscape for software to power marketing, lead generation and sales.
Revenue Operations Analytics: A Strategic BlueprintKwanzoo Inc
The true value in your KPIs is understanding how they complete the bigger picture of the customer journeys that drive the most impact for your business.
1) Digital assistants like Alexa and Siri will become the new gatekeepers between brands and consumers as they control the information consumers receive.
2) For marketers, success will depend on learning how to market not just to consumers but to the machines to ensure brands are relevant and delivered in responses.
3) Only the most hyper-relevant brands that truly understand individual consumer needs and behaviors will be able to ensure their brand is the one the digital assistant selects and delivers to the consumer.
Marketing has more software available to it today than any other business function in the history of computing. For marketers, this is a two-edged sword: an incredible array of capabilities — but a dizzying set of choices. In this session, we'll cover the marketing technology landscape, its underlying structure, and how to acquire a framework for managing your own cohesive marketing technology strategy.
This presentation was given by Scott Brinker, ion interactive's Founder & CTO, at NEDMA's 2014 Marketing Technology Summit.
The document discusses emerging trends in marketing automation in 2011, including:
1) The emergence of Revenue Performance Management (RPM), which allows marketing to track ROI and quantify their impact on revenue. New tools from Marketo and Eloqua focus on RPM.
2) Data management and finding the right talent will be critical challenges for optimization. Integration of new channels and understanding the technology will also be important.
3) A shared focus on revenue generation between sales and marketing through new analytics tools may drive further adoption of automation in 2011. The changing B2B buyer is also driving a new sales and marketing alignment paradigm with a joint focus on revenue.
Contoso Final Assignment Strategy & Finacial acumen Duco BoomsmaDuco Boomsma
Contoso is facing threats from lower-cost online retailers and needs to address declining consumer spending on luxury goods. The recommended strategy is for Contoso to partner with online retailers to expand its sales channels, consolidate stores to reduce costs, and differentiate its products. Microsoft Dynamics CRM and AX cloud solutions can help by providing better insights, inventory management, and a multi-channel approach. This will increase productivity, reduce inventory holding times, and accelerate cash flow. The cloud deployment will also lower costs and risks for Contoso compared to an on-premise solution.
In this presentation, Achyuth introduces SMAC and associated trends. Achyuth opines that Analytics is the brain that enabled SMAC to happen and he wants to develop a solution to help Small and Medium businesses to have their own analytics brain.
This document evaluates 15 leading providers of cross-channel campaign management (CCCM) solutions based on 26 criteria. It finds that Adobe, Salesforce, SAS, and Oracle lead with the most comprehensive CCCM offerings that combine customer analytics, marketing automation, and delivery across multiple channels. The CCCM market is shifting from scheduled campaigns to real-time, personalized customer interactions across online and offline channels. Leading solutions integrate customer data and analytics to power interactive marketing experiences across the customer journey.
ClickZ has launched an innovative new series of buyers guides, created with the aim of cutting through the complexity of the technology landscape to help our community of readers make better decisions about vendors. The first of this series is dedicated to bid management platforms, which help brands maximize the returns on their PPC, social media, and display advertising budgets.
The role of a bid management platform has changed significantly over the past decade, in line with the increased sophistication of the digital media industry. With over $90 billion spent on paid search in 2017, these software packages play a vital role in deriving maximum value from a brand’s digital media budget.
The core component of the ClickZ bid management vendor guide is our customer survey, which received over 1,600 responses.
What to Expect From Programmatic in 2015Extreme Reach
"Predictions for programmatic are plentiful. 11 experts forecast which are most likely to come to fruition, and how marketers should prepare."
Our Chief Digital Officer, Avi Brown, weighs in on the future of programmatic advertising and the importance of automating the direct buy.
This document provides an overview of marketing analytics. It begins by defining marketing analytics and explaining its benefits, such as insights into customer preferences and trends. It then discusses the types of analytics, including descriptive, predictive, and prescriptive analytics. The document emphasizes the importance of marketing analytics for making data-driven decisions, integrating across channels, understanding customer lifecycles, and tying marketing activities to sales. It outlines trends in marketing analytics, such as becoming more customer-centric and improving online-offline attribution. Finally, it profiles several leading marketing analytics companies and software.
Similar to Findings of "Customer Relationship Management Systems (CRM) for Manufacturers" Research Study, Manufacturing.net, March 2016 (20)
Designing and Sustaining Large-Scale Value-Centered Agile Ecosystems (powered...Alexey Krivitsky
Is Agile dead? It depends on what you mean by 'Agile'. If you mean that the organizations are not getting the promised benefits because they were focusing too much on the team-level agile "ways of working" instead of systemic global improvements -- then we are in agreement. It is a misunderstanding of Agility that led us down a dead-end. At Org Topologies, we see bright sparks -- the signs of the 'second wave of Agile' as we call it. The emphasis is shifting towards both in-team and inter-team collaboration. Away from false dichotomies. Both: team autonomy and shared broad product ownership are required to sustain true result-oriented organizational agility. Org Topologies is a package offering a visual language plus thinking tools required to communicate org development direction and can be used to help design and then sustain org change aiming at higher organizational archetypes.
A presentation on mastering key management concepts across projects, products, programs, and portfolios. Whether you're an aspiring manager or looking to enhance your skills, this session will provide you with the knowledge and tools to succeed in various management roles. Learn about the distinct lifecycles, methodologies, and essential skillsets needed to thrive in today's dynamic business environment.
A team is a group of individuals, all working together for a common purpose. This Ppt derives a detail information on team building process and ats type with effective example by Tuckmans Model. it also describes about team issues and effective team work. Unclear Roles and Responsibilities of teams as well as individuals.
Colby Hobson: Residential Construction Leader Building a Solid Reputation Thr...dsnow9802
Colby Hobson stands out as a dynamic leader in the residential construction industry. With a solid reputation built on his exceptional communication and presentation skills, Colby has proven himself to be an excellent team player, fostering a collaborative and efficient work environment.
Impact of Effective Performance Appraisal Systems on Employee Motivation and ...Dr. Nazrul Islam
Healthy economic development requires properly managing the banking industry of any
country. Along with state-owned banks, private banks play a critical role in the country's economy.
Managers in all types of banks now confront the same challenge: how to get the utmost output from
their employees. Therefore, Performance appraisal appears to be inevitable since it set the
standard for comparing actual performance to established objectives and recommending practical
solutions that help the organization achieve sustainable growth. Therefore, the purpose of this
research is to determine the effect of performance appraisal on employee motivation and retention.
12 steps to transform your organization into the agile org you deservePierre E. NEIS
During an organizational transformation, the shift is from the previous state to an improved one. In the realm of agility, I emphasize the significance of identifying polarities. This approach helps establish a clear understanding of your objectives. I have outlined 12 incremental actions to delineate your organizational strategy.
Ganpati Kumar Choudhary Indian Ethos PPT.pptx, The Dilemma of Green Energy Corporation
Green Energy Corporation, a leading renewable energy company, faces a dilemma: balancing profitability and sustainability. Pressure to scale rapidly has led to ethical concerns, as the company's commitment to sustainable practices is tested by the need to satisfy shareholders and maintain a competitive edge.
Originally presented at XP2024 Bolzano
While agile has entered the post-mainstream age, possibly losing its mojo along the way, the rise of remote working is dealing a more severe blow than its industrialization.
In this talk we'll have a look to the cumulative effect of the constraints of a remote working environment and of the common countermeasures.
2. elogic.com
You want to...
give your customers a first-rate experience.
be mobile, and so do your customers.
have 24/7 access to all customer data.
give your customers 24/7 access to product & service information.
control all points on your customer's journey (Marketing -- Sales -- Field service).
increase market share.
run as efficiently as possible given tight margins.
build new & grow existing customer relationships.
In this presentation we will discuss the findings of
"Customer Relationship Management Systems (CRM) for Manufacturers"
Research Study, Manufacturing.net, March 2016
Content fully credited to & adapted from:
Botta, M. (2016). Market Trends: CRM Systems. Advantage Business Media.
3. Many manufactures often use multiple
systems to track customer relationships.
If you are working on an old CRM
system, chances are within 3-5 years, it
could cost you your company.
By operating on a single platform, you can gain
greater insight to track lifecycles of the most
complicated products.
Using a disparate CRM may result in significant
data quality issues & lack of coordination across
departments.
elogic.com Content fully credited to & adapted from:
Botta, M. (2016). Market Trends: CRM Systems. Advantage Business Media.
4. The proper CRM seamlessly collects, catalogs and delivers the necessary product, service,
customer and company data sourced from the field, multiple manufacturing location and
internal departments, providing immediate results for quick issue resolution.
Such flexibility further engages the customer and builds loyalty, allowing manufacturers
access to historical, brand and real-time up-to-date information.
Customers need to be given the
option to find a solution through
self-serve information on a website or
private portal or receive assistance
from a knowledgeable agent who has
all of the relevant information at hand.
elogic.com Content fully credited to & adapted from:
Botta, M. (2016). Market Trends: CRM Systems. Advantage Business Media.
5. Connect the internal and external
sales teams to a constant and timely
flow of information. In addition to sales
and revenue gains, you will see a cut
in customer response times, as well as
a slash in administrative duties.
It's more critical than ever that
manufacturers stay in close touch
with customers and markets to
remain well ahead of technical
improvements, emerging markets
and shifts in ordering patterns.
elogic.com Content fully credited to & adapted from:
Botta, M. (2016). Market Trends: CRM Systems. Advantage Business Media.
6. Since the manufacturing
sector often deals with
complexities and customer
needs far different from
those in retail and other
businesses, a good CRM
system should proactively
track demand levels,
inventory availability,
shipping schedules and use
analytics to help uncover
developing market trends
well before they actually
occur.
elogic.com Content fully credited to & adapted from:
Botta, M. (2016). Market Trends: CRM Systems. Advantage Business Media.
8. Manufacturers need to develop a clear ERP and CRM strategy going into the project
to ensure they obtain and access the most comprehensive data available.
ERP systems tend to be the backbone of manufacturing operations, containing all
of the sales, inventory, financial and other business data, so integrating the CRM
with the ERP platform is critical to understand what can be offered and delivered to
customers.
ThekeydatainERPmustbepulledintotheCRMsystemtohavethe360-
degreeviewneededtoservicecustomerneeds.
In all cases, manufacturers want to apply better BUSINESS INTELLIGENCE to their
company. Analyze customer data to figure out which customers are buying what
and even employ predictive analytics to predict future outcomes and trends. Drill-
downs of information give sales reps the tools to analyze open accounts and locate
newopportunitiesinthepipeline.
elogic.com Content fully credited to & adapted from:
Botta, M. (2016). Market Trends: CRM Systems. Advantage Business Media.
9. elogic.com
When integrated with the CRM, CPQ is available to partners and customers through a manufacturers
portal. Integration also tends to cut down on the problems previously encountered in misquoting
certain product sets.
In the highly complex manufacturing environment where any number of constantly changing
variables can have an effect on price, CPQ software eliminates the confusion, accurately defines price
with the click of a button and can be accessed remotely at any time -- With CRM Online, the
relationship built with CPQ, sparks innovation, mobility, and a tech enabled generation.
Content fully credited to & adapted from:
Botta, M. (2016). Market Trends: CRM Systems. Advantage Business Media.
10. "If I'm a manufacturer and I can't see through to end-use customer
behavior, I have a much harder time with my new product
development, my marketing campaign and my lead generation.
Conversely, if I'm a channel partner, rep or distributor sitting out here
without access to those holistic, more market-based customer trends
from the manufacturer relevant to me, I'm not able to optimize my
marketing either."
- Mike Shields, CEO - eLogic
elogic.com Content fully credited to & adapted from:
Botta, M. (2016). Market Trends: CRM Systems. Advantage Business Media.
11. The more a manufacturer knows about the location, performance and age
of each piece of equipment sold, the easier it is to apply predictive
maintenance follow-through driving revenue -- Once a customer needs
service and they turn elsewhere for a solution, there's a good chance that
customer isn't coming back home. He or she is lost for good.
elogic.com Content fully credited to & adapted from:
Botta, M. (2016). Market Trends: CRM Systems. Advantage Business Media.
12. Field Service Management software
outside of CRM, ERP and asset
management packages, misses an
opportunity.
When FSM is embedded within CRM, it
allows manufacturers to integrate the
program with inventory, billing,
accounting and other back-office
systems.
- Mobile Applications
- Field Communications
- Streamlines Process
- Increases Productivity
- Expands Customer Service Options
- Promotes Brand and Boosts Long Term
Loyalty
elogic.com Content fully credited to & adapted from:
Botta, M. (2016). Market Trends: CRM Systems. Advantage Business Media.
13. Offlineaccessalso is a critical component for many manufacturing reps
operating in the field -- allow reps to download copies of needed data to
have all case and customer information available on the spot.
CRM can help by coupling commerce tools within the enterprise master
data and transaction sets to quickly factor into a pricequote any relevant
contract pricing, purchase history, inventory levels, freight and tax
considerations required.
43.6% ofrespondentsviewedMOBILEaccessaskeytoCRMsystem
capabilities,with41.6% identifyingOFFLINEaccesstodataasacritical
need.
elogic.com Content fully credited to & adapted from:
Botta, M. (2016). Market Trends: CRM Systems. Advantage Business Media.
14. "Now with tools available through IoT,
data becomes instantaneously
accessible and usable in an analytical
sense for new product development,
efficiency improvement, equipment
failures, upgrades, repairs and even
marketing efforts monitoring heavy
machinery wear....They literally improve
aftermarket performance by listening,
producing the data, reading it for what it
means and coming back through the
dealer to the owner to offer a lifecycle
service or upgrade"
elogic.com
Mike Shields, CEO eLogic
Content fully credited to & adapted from:
Botta, M. (2016). Market Trends: CRM Systems. Advantage Business Media.
15. "IoTandotherfeedbackmechanismsoffertechnologythatiskeyto
managingthelifecycleservicesthatgeneratesignificantrevenue
fromtheexistingcustomerbase." - Mike Shields, eLogic
By using cloud-based IoT systems, manufacturers can keep in sync with
the latest emerging technologies, prompting innovation.
There is urgency to the adoption of cloud-based data sharing programs
in manufacturing -- in 3 to 5 years even a customer base that is solid
today could dwindle without such mechanisms.
Ifyoumissthischance,youwon'tbeabletochangeyourselling
practicesintimetoberelevantagain.
elogic.com Content fully credited to & adapted from:
Botta, M. (2016). Market Trends: CRM Systems. Advantage Business Media.
16. The up-and-coming talent,
comfortable with smartphones, tablets
and other devices and digital services,
expects to join an environment that
has the latest technology.
In those cases, some companies make
the switch to a CRM system to attract
talent and to preserve some of the
legacy information before it walks out
the door to retirement.
The fundamental point for companies
switching to a CRM system isn’t about
solving talent issues, but modernizing
systems to feel more like the tools
employees are used to using outside
of work.
elogic.com Content fully credited to & adapted from:
Botta, M. (2016). Market Trends: CRM Systems. Advantage Business Media.
17. Manufacturers implementing or upgrading a CRM system to first
spend a lot of time meeting with their teams to understand exactly
what they do from a business perspective, the processes involved,
how they service customers and the nature of their marketing
techniques before the project heads into the design phase.
For manufacturers ready to get the most out of a CRM system, a
great first step is finding a consultant that can guide the company to
the next level.
elogic.com Content fully credited to & adapted from:
Botta, M. (2016). Market Trends: CRM Systems. Advantage Business Media.