1. The document discusses the shift from multi-channel to cross-channel marketing and customer support. It notes that consumers now switch between multiple devices and channels throughout their customer journey.
2. It highlights several challenges with the new "multi-world", including having an integrated approach across channels rather than siloed ones, and providing a 360-degree view of the customer.
3. The document argues that to effectively implement cross-channel strategies, companies need to focus on the overall customer journey rather than individual channels, and integrate their technologies, organizational structure, and strategy with the customer experience in mind.
With social media, social capital became easily measurable. Social CRM programs can utilize personal influence, a most powerful type of communication with more influence on public opinion than mass media, to build relationships with social media users to turn them into brand advocates
With social media, social capital became easily measurable. Social CRM programs can utilize personal influence, a most powerful type of communication with more influence on public opinion than mass media, to build relationships with social media users to turn them into brand advocates
Using big data to find out what women want - John Lervik, CxenseInternet World
Big Data in the Cloud Management Theatre - June 17th, 12:30-13:00
What Women Want: Men have pondered over this since the beginning of time. Now, using Big Data, publishers gather audience insight to predict what people want. Acting on the insight through targeted advertising and content recommendations increases ad revenue, attracts subscribers and engages readers.
How can Coca-Cola become more popular, relevant and desired among 18-22 Facebook users? Survive las Justas with Coca-Cola is a promotional Facebook application that provides users an engaging branded experience that lets users test their friends' loyalty. The user with the most loyal friends wins.
Developed by Chat Social Media Agency, www.chatagency.com.
Social Media for Customer Service Report 2013Liam Dowd
A 15-page intelligence report that delves into the area of social media for customer service. It contains analysis, insight and case studies including:
• Are you listening?
• Social CRM
• Making connections
• Future social care
• Practical tips
In 2009, CNW and Leger Marketing conducted the first Social Media Reality Check, a unique study that explored professional communicators’ use of social media compared with consumer opinions about social media influence on their purchasing behavior. Now, two years later, the Social Media Reality Check 2.0 has revealed insight into how social media use has grown; campaign objectives and measurement, as well as gaps and overlaps in IR and PR practitioner perception and the consumer reported reality.
Social Customer Service: The Pivotal Driver of the Social EnterpriseLiveops
Customer Service is now driving the voice of the customer (VOC) cross-functional collaboration and that integration and use of VOC data makes all departments more effective and efficient.
Trust Transaction - How Content Can Transform the Way Banks Connect With PeopleEvgeny Tsarkov
Trust Transaction - How Content Can Transform the Way Banks Connect With People (by NewsCred)
Доверенные транзакции - как контент может изменить способ взаимодействия банков и пользователей
IDC Consumer Attitudes About Internet Advertising and the Implications for Pe...Caroline Dangson
This presentation will explore the attitudes of Americans toward advertising in general and how their attitudes differ based on the medium, in particular on social networking services. Social networking services offer marketers a unique channel to interact with consumers and engage them with their brand. However, most advertisers are missing this opportunity because they are employing the wrong approach. During her presentation, Caroline Dangson will present IDC primary research on U.S. consumer behaviors on social networking services, their attitudes toward advertising on these sites, and the implications for how direct marketers can utilize these sites to connect with customers.
Our second #SocialBreakfast at Your Social Agency about social care and customer centric strategies.
How to turn your business socially matured. This was the topic of our social breakfast workshop where banks, insurances, FMCG, retail and real estate participated presented by Victor Madueno and Your Social agency. Maturity models help businesses plan their digital transformation within digital and social, by applying new business and organisational models.
Your Social is a strategic and creative social agency, with offices in Breda (NL) and Dubai (UAE) part of Oxyma Group.
Using big data to find out what women want - John Lervik, CxenseInternet World
Big Data in the Cloud Management Theatre - June 17th, 12:30-13:00
What Women Want: Men have pondered over this since the beginning of time. Now, using Big Data, publishers gather audience insight to predict what people want. Acting on the insight through targeted advertising and content recommendations increases ad revenue, attracts subscribers and engages readers.
How can Coca-Cola become more popular, relevant and desired among 18-22 Facebook users? Survive las Justas with Coca-Cola is a promotional Facebook application that provides users an engaging branded experience that lets users test their friends' loyalty. The user with the most loyal friends wins.
Developed by Chat Social Media Agency, www.chatagency.com.
Social Media for Customer Service Report 2013Liam Dowd
A 15-page intelligence report that delves into the area of social media for customer service. It contains analysis, insight and case studies including:
• Are you listening?
• Social CRM
• Making connections
• Future social care
• Practical tips
In 2009, CNW and Leger Marketing conducted the first Social Media Reality Check, a unique study that explored professional communicators’ use of social media compared with consumer opinions about social media influence on their purchasing behavior. Now, two years later, the Social Media Reality Check 2.0 has revealed insight into how social media use has grown; campaign objectives and measurement, as well as gaps and overlaps in IR and PR practitioner perception and the consumer reported reality.
Social Customer Service: The Pivotal Driver of the Social EnterpriseLiveops
Customer Service is now driving the voice of the customer (VOC) cross-functional collaboration and that integration and use of VOC data makes all departments more effective and efficient.
Trust Transaction - How Content Can Transform the Way Banks Connect With PeopleEvgeny Tsarkov
Trust Transaction - How Content Can Transform the Way Banks Connect With People (by NewsCred)
Доверенные транзакции - как контент может изменить способ взаимодействия банков и пользователей
IDC Consumer Attitudes About Internet Advertising and the Implications for Pe...Caroline Dangson
This presentation will explore the attitudes of Americans toward advertising in general and how their attitudes differ based on the medium, in particular on social networking services. Social networking services offer marketers a unique channel to interact with consumers and engage them with their brand. However, most advertisers are missing this opportunity because they are employing the wrong approach. During her presentation, Caroline Dangson will present IDC primary research on U.S. consumer behaviors on social networking services, their attitudes toward advertising on these sites, and the implications for how direct marketers can utilize these sites to connect with customers.
Our second #SocialBreakfast at Your Social Agency about social care and customer centric strategies.
How to turn your business socially matured. This was the topic of our social breakfast workshop where banks, insurances, FMCG, retail and real estate participated presented by Victor Madueno and Your Social agency. Maturity models help businesses plan their digital transformation within digital and social, by applying new business and organisational models.
Your Social is a strategic and creative social agency, with offices in Breda (NL) and Dubai (UAE) part of Oxyma Group.
Brandwatch & Conversocial: How to turn your social insights into proactive cu...Brandwatch
Many organizations are saving significant sums of money as a result of aligning their customer service strategies with digital and social channels.
Conversocial’s highly trusted social customer service solutions combined with Brandwatch social data puts the perfect right at brands’ fingertips to better understand their customers, and help them with issues and questions.
Join Venu Konda, VP of Partnerships & Channels at Brandwatch and Chris Venus, Global Director of Professional Services at Conversocial for this free webinar where they will discuss the importance of proactive social customer care, the value of a consistent brand voice, and how to integrate social customer service across your enterprise.
eMarketer Webinar: Key Digital Trends for 2011eMarketer
Join eMarketer Principal Analysts Noah Elkin, Debra Aho Williamson and David Hallerman to learn about key digital trends for 2011 in this eMarketer webinar.
What does customer satisfaction in the digital age actually mean? At Sprint Reply, in close cooperation with our partner consultancy mobileVision, we have conducted an in-depth research on today’s customer satisfaction challenges and opportunities. The paper provides a number of interesting insights. Read it here.
Your Social Breakfast 2017-10: Social Care: The Next FrontierYour Social ME
Social Care:
How to implement successful customer experiences on social media
From inactive to reactive to proactive to predictive
Case studies and examples
BCM "Interactive: The Most Able Medium'' Presentation - November 2008BCM Group
In tough economic times, you can rely on interactive media to be the most able medium. Presentation given to clients of BCM Partnership, Brisbane, 20 November 2008
A PRACTICAL APPROACH TO CUSTOMER CENTRIC INTERACTIONSayodahunsi
The digital environment has dramatically changed the way customers expect and demand to engage with brands. It’s a change or die situation for businesses that need to transform quickly to integrate online and offline activities to serve customers 24x7 service in their channels of choice. At the same time, businesses need to balance their own needs for revenue uplift and cost containment within this new digital model. This session provides insight into the current customer service landscape, showcases best practices for customer engagement and provides real-life examples and results from transformative, customer-centric strategies.
Seven things we can learn from GOV.UK about digital transformation:
1. Its about:meeting user needs
2. Improving efficiency
3. In-house digital expertise
4. Agile processes
5. Developing a platform
6. Making things open
7. Transparency
The future is digital. Marketers, retailers, developers and managers must transform the world of the digital age.
The first step in the digital transformation is the orientation in which we understand the digital only as an opportunity, to be more efficient and to build lasting relationships with users.
The digital world is full of novelty and hype, so it is essential to first understand the basic principles of the digital world such as. interaction, personalization, analytics and automation, through which we may provide a new and lasting value to the business.
Kako Upravljati Kompleksne Seo In Sem Kampanje Na Globalnem TrguDavid Rozman
zakaj je pomemben celostni pristop k iskalnemu marketingu, kako rešiti problem kompleksnega merjenja podatkov in organske optimizacije za širok spekter mednarodnih iskalnikov ter kako iskati sinergično razmerje med SEO in SEM.
Mastering Local SEO for Service Businesses in the AI Era is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business.
Key Takeaways:
Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.
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
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.
Top 3 Ways to Align Sales and Marketing Teams for Rapid GrowthDemandbase
In this session, Demandbase’s Stephanie Quinn, Sr. Director of Integrated and Digital Marketing, Devin Rosenberg, Director of Sales, and Kevin Rooney, Senior Director of Sales Development will share how sales and marketing shapes their day-to-day and what key areas are needed for true alignment.
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
The Forgotten Secret Weapon of Digital Marketing: Email
Digital marketing is a rapidly changing, ever evolving industry--Influencers, Threads, X, AI, etc. But one of the most effective digital marketing tools is also one of the oldest: Email. Find out from two Houston-based digital experts how to maximize your results from email.
Key Takeaways:
Email has the best ROI of any digital tactic
It can be used at any stage of the customer journey
It is increasingly important as the cookie-less future gets closer and closer
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
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.
Mastering Local SEO for Service Businesses in the AI Era is tailored specifically for local service providers like plumbers, dentists, and others seeking to dominate their local search landscape. This session delves into leveraging AI advancements to enhance your online visibility and search rankings through the Content Factory model, designed for creating high-impact, SEO-driven content. Discover the Dollar-a-Day advertising strategy, a cost-effective approach to boost your local SEO efforts and attract more customers with minimal investment. Gain practical insights on optimizing your online presence to meet the specific needs of local service seekers, ensuring your business not only appears but stands out in local searches. This concise, action-oriented workshop is your roadmap to navigating the complexities of digital marketing in the AI age, driving more leads, conversions, and ultimately, success for your local service business.
Key Takeaways:
Embrace AI for Local SEO: Learn to harness the power of AI technologies to optimize your website and content for local search. Understand the pivotal role AI plays in analyzing search trends and consumer behavior, enabling you to tailor your SEO strategies to meet the specific demands of your target local audience. Leverage the Content Factory Model: Discover the step-by-step process of creating SEO-optimized content at scale. This approach ensures a steady stream of high-quality content that engages local customers and boosts your search rankings. Get an action guide on implementing this model, complete with templates and scheduling strategies to maintain a consistent online presence. Maximize ROI with Dollar-a-Day Advertising: Dive into the cost-effective Dollar-a-Day advertising strategy that amplifies your visibility in local searches without breaking the bank. Learn how to strategically allocate your budget across platforms to target potential local customers effectively. The session includes an action guide on setting up, monitoring, and optimizing your ad campaigns to ensure maximum impact with minimal investment.
Most small businesses struggle to see marketing results. In this session, we will eliminate any confusion about what to do next, solving your marketing problems so your business can thrive. You’ll learn how to create a foundational marketing OS (operating system) based on neuroscience and backed by real-world results. You’ll be taught how to develop deep customer connections, and how to have your CRM dynamically segment and sell at any stage in the customer’s journey. By the end of the session, you’ll remove confusion and chaos and replace it with clarity and confidence for long-term marketing success.
Key Takeaways:
• Uncover the power of a foundational marketing system that dynamically communicates with prospects and customers on autopilot.
• Harness neuroscience and Tribal Alignment to transform your communication strategies, turning potential clients into fans and those fans into loyal customers.
• Discover the art of automated segmentation, pinpointing your most lucrative customers and identifying the optimal moments for successful conversions.
• Streamline your business with a content production plan that eliminates guesswork, wasted time, and money.
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
The digital marketing industry is changing faster than ever and those who don’t adapt with the times are losing market share. Where should marketers be focusing their efforts? What strategies are the experts seeing get the best results? Get up-to-speed with the latest industry insights, trends and predictions for the future in this panel discussion with some leading digital marketing experts.
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
Digital marketing is the art and science of promoting products or services using digital channels to reach and engage with potential customers. It encompasses a wide range of online tactics and strategies aimed at increasing brand visibility, driving website traffic, generating leads, and ultimately, converting those leads into customers.
https://nidmindia.com/
For too many years marketing and sales have operated in silos...while in some forward thinking companies, the two organizations work together to drive new opportunity development and revenue. This session will explore the lessons learned in that beautiful dance that can occur when marketing and sales work together...to drive new opportunity development, account expansion and customer satisfaction.
No, this is not a conversation about MQLs and SQLs. Instead we will focus on a framework that allows the two organizations to drive company success together.
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.
Form Multi to Cross Channel Marketing & Customer Support
1. Si.mobil
From Multi to Cross Channel
Marketing & Customer Support
10.12.2012, TAG Business School, Customer Exepreince Forum
David Rozman, Head of digital solutions @ Si.mobil
3. Most important source among EU onliners when buying
mobile phone subscriptions to start research is ...
Source: Consumer Barometer by TNS, IAB and Google 2012
1. Advertising starts
research
4. Most important source among EU onliners when buying
mobile phone subscriptions generally used for research
Source: Consumer Barometer by TNS, IAB and Google 2012
2. Websites/shops are
most used for research
1. Advertising starts
research
5. Most important source among EU onliners when buying
mobile phone subscriptions for final purchase decision
3. Stores for final
purchase decision
Source: Consumer Barometer by TNS, IAB and Google 2012
2. Websites/shops are
most used for research
1. Advertising starts
research
6. EU Onliners [more than two thirds of population]
mobile phone subscribers customer journey
73% research online or online & offline
Source: Consumer Barometer by TNS, IAB and Google 2012
3. Stores for final
purchase decision
2. Websites/shops are
most used for research
1. Advertising starts
research
7. Journey is not only multichannel is also multi device
How many use another device while watching TV?
Source: Google/Ipsos/Sterling, 2012
8. Journey is not only multichannel is also multi device
How many move between devices to complete a task?
Source: Google/Ipsos/Sterling, 2012
9. Journey is not only multichannel is also multi device
In 2014 _% will vist our site via mobile device?
Source: Morgan Stanley Research
10. What about the social media
What our customers want most on social media?
Source: Consumer Views of Live Help Online 2012: A Global Perspective. Oracle 2012.
The Perception Gap: what customers want and what executives think they want. Pivot 2012.
It’s not the customer support
It’s Deals & Promos, followed by Reward programs, Exclusive content, Feedback on
new products only afterwards comes the Customer service
But when they do us it for customer service, they expect
rapid response
More than half of Twitter users worldwide expect a personal response within two
hours of tweeting a question or complaint
11. Multi channels to support the customer
Which channel prefer customers most to solve their
problem?
Source: Web Sites That Don’t Support Customers’ Goals Waste Millions, Forrester Research 2010
No. It’s not the phone
Common customer service misperceptions is that customers prefer calling the call center
to solve problems with a “human touch”
72% of consumers prefer to go online first to resolve problem
US customers prefer self-reliance and the ability to get quick answers to their questions
and move on
Customers escalate to expensive channels if website doesn't
support them
Telephone customer service has highest satisfaction
12. So this is our new multi world ...
1. consumers switch between multiple channels
on a customer journey to research/buy mobile phone subscriptions
2. they use many devices at the same time and sequentially to complete tasks
TV no longer commands their full attention
67% of them start shopping on one device and continue on another
3. in 2014 50% of them will access the web via mobile device
4. social media is not only for support, but their users expect rapid response
More than half of Twitter users worldwide expect a personal response within two hours of tweeting a
question or complaint
5. 72% of consumers prefer to go online first to resolve problem
No it’s not the phone. Customers Escalate to More Expensive Channels When the Website Doesn't
Support Them
14. What is the biggest challenge of this new multi world?
1. Are your using multiple channels at
the same time to push a single
message to the customer?
2. But can your customer move cross
channels in a way that he can
continue with task started at the
previous channel?
Not forcing him to start the task at the
beginning on each channel switch?
For example when a customer comes to the POS there
is no need to explain his problem to the sales person as
salesman can view all the recent customer interaction on
the Facebook, Chat and Phone
15. Multi Channel vs. Cross Channel analogy
Instruments are the channels
The song is customer journey
22. Multi Channel vs. Cross Channel
Multi Channel Cross Channel
Siloed
Each channel has own stock
Integrated
Single stock
Marketing
channels
Siloed
Unconnected technologies
Integrated
Channels + Tickets + KB
Support
channels
limted customer
interaction view
360º customer view
Channel attribution analytics
CRM &
Analytics
23. Benefits of cross channel marketing?
Source: A commissioned study conducted by Forrester Consulting on behalf of global interactive marketing provider ExactTarget
24. What holds us back from driving effective cross-
channel campaigns an customer support?
1. Lack of strategy
2. Organisational structure
3. Disparate technology platforms
Source: Econsultancy Cross-Channel Marketing Report
26. Technology: Customer Support Solutions
Zendesk
The flexible solution
Service Cloud
The standard from Salesforce
Some OTP solutions
In evalvation
27. Organization
1. Who should be responsible for cross channel activities?
2. What kind of organizational structure do we need?
3. Should we take step by step approach or revolutionary one?
28. Strategy to Move From Multi to Cross Channel
Marketing & Customer Support?
You've got to start with the customer experience
and work backwards to the technology
Steve Jobs