The document discusses the evolving role of email in marketing and customer communication, emphasizing its continued popularity and effectiveness despite the rise of social media and messaging platforms. It cites various statistics and surveys indicating strong ROI for email marketing and trends in consumer preferences toward different communication channels. Additionally, it mentions the potential future of customer service through platforms like Google Wave and other interactive tools.

1. The brave new world of eCRMMike TeasdaleHarvest Digital

2. Is email dead?

3. Did Microsoft kill it?fixoutlook.org

4. Actually email is surprisingly popularOpt-in emailNon-opt-in emailSource: Dynamic Logic's AdReaction 5 Survey, n=357 UK respondents, fielded Sept 2007

5. And it works very well“In 2008, email marketing generated $45.06 for every dollar spent on it.”DMA, Power of Direct, October 2008

6. Email is changingMy client’s email client report, July 2009

7. More mobile, less MicrosoftMy email contact list, 2009

8. And more of it…20092010201120122013Source: radicati.com, Email Statistics Report, 2009-2013

9. Email’s new friends…TwitterFacebook messagingRSSGoogle Wave

10. Not as different as we might hope!Slight bias to womenBit youngerBit better educatedBit poorer

11. Who likes this book?

15. Facebook Group

16. RSS = quicker and better than email newsletters

17. Facebook group messagingRSSIM / chatVoIPTwitterMore interactiveLessinteractiveEmailCall centreDirect mailWhich channels will consumers prefer?

18. Why not ask them!

19. How this might workRSSBlog postsBlog postBlog postFacebookEmail alertWeekly EmailMonthly emailBlog postTwitterNowOne month

20. What about Google Wave?

21. Facebook group messagingRSSIM / chatVoIPTwitterMore interactiveLessinteractiveEmailCall centreDirect mailWill it fit somewhere round here?Google Wave

25. The future - on demand widgetised customer serviceProduct photosAvailabilityMapProduct ratingFeedbackRelated productsDelivery trackingAddress validationCredit card validation

26. Thank youtwitter.com/miketeasdale