The document discusses customer interaction management for business development and retention. It describes creating a targeted product development process that begins with prospect identification and marketing, progresses through the sales process and initial sale, and continues with support, follow-up, surveys, marketing visits, and cross-selling existing and new products to maximize customer loyalty and lifetime value. The goal is to increase retention, cross-selling, sales, and profitability through an ongoing customer interaction approach.
Presentation slides and background material for customer development kick-off session at Aalto Summer of Startups 2012 program on June 11th, 2012. Presentors and coaches: Juha Mattsson of Symbioosi and Heikki Leskelä of Bluebiiit
Delivering on the one-to-one promise is not a one-time exercise. It's an ongoing pursuit that is continuously measured and refined. Learn the ten critical success factors to cultivating profitable customer relationships. We share these with you as key benchmarks to any successful loyalty marketing program.
More CRM and Loyalty Marketing Resources
Loyalty Blog: http://www.customerinsightgroup.com/loyaltyblog/
eBooks: http://www.customerinsightgroup.com/white-papers
Loyalty Workshops: http://www.customerinsightgroup.com/custom-loyalty-workshops
Systematic New Loyalty Program Development: http://www.customerinsightgroup.com/systematic-new-loyalty-program
Pinterest: http://pinterest.com/engagekeepgrow/
Who is Customer Insight Group?
Customer Insight Group, Inc. leads the way in the evolution of how companies engage their customers, positively motivate them and earn their long-term loyalty. Our extensive client work is testimony to our depth of knowledge and ability to apply strategic insight and solutions to a wide variety of business objectives. Our team’s client experience includes: NHFA, Thomasville Furniture, The Maxim Group Carpet Franchise, Ashro, A&P, The Bon Ton, Crate & Barrel, Dick’s Sporting Goods, Edwin Watts Golf, GE Consumer Finance, Monroe and Main, Swiss Colony, Midnight Velvet, MySwingle.com, The Great Indoors, G.H. Bass, Golf Galaxy, Helzberg Diamonds, HSBC, Kohl’s, La-z-boy Furniture Franchise, MCI, Payless ShoeSource, Pier 1 Imports, Petco, Proflowers.com, Regis University, Ruby Tuesday, S&K Menswear, Sierra Trading Post, Stein Mart, Tommy Hilfiger, Ulta, as well as various other leading companies.
Retaining & nurturing customers (Igniter breakfast seminar, 2008)Paul Roberts
The summary notes from a breakfast seminar I presented in 2008, on how to identify, engage and delight customers.
Presenting my '3 lens' model for retaining and growing the value of your existing customers, it includes case study examples for successful companies and clients.
The seminar was attended by people from several industries, including sport and banking.
The Sales Cycle is dead, welcome to the Buyer's Journey. Selling Cloud Services means aligning with the Buyer Journey and creating compelling value propositions that will move the buyer to action. Success in sales requires anticipating and eliminating multiple barriers to sales that exist along the Buyer’s Journey. Selling services means mastering the art of ‘communicating the invisible’ and describing the benefits of your services in terms of the problems that they solve for your customers.
In the new world of business SME Customers seek simple solutions to their business problems. SMEs don't want technology they want the business benefits that your hosted services delivers. Educate them to find want they want and help them to self-qualify by matching their needs to your specific hosted services offers. Make it simple and easy for them to try and buy. Success tomorrow means moving today from being a Hosting Services Provider (HSP) to a Business Services Provider (BSP). Takeway: success awaits those who transition their value proposition from HSP to BSP.
Presentation slides and background material for customer development kick-off session at Aalto Summer of Startups 2012 program on June 11th, 2012. Presentors and coaches: Juha Mattsson of Symbioosi and Heikki Leskelä of Bluebiiit
Delivering on the one-to-one promise is not a one-time exercise. It's an ongoing pursuit that is continuously measured and refined. Learn the ten critical success factors to cultivating profitable customer relationships. We share these with you as key benchmarks to any successful loyalty marketing program.
More CRM and Loyalty Marketing Resources
Loyalty Blog: http://www.customerinsightgroup.com/loyaltyblog/
eBooks: http://www.customerinsightgroup.com/white-papers
Loyalty Workshops: http://www.customerinsightgroup.com/custom-loyalty-workshops
Systematic New Loyalty Program Development: http://www.customerinsightgroup.com/systematic-new-loyalty-program
Pinterest: http://pinterest.com/engagekeepgrow/
Who is Customer Insight Group?
Customer Insight Group, Inc. leads the way in the evolution of how companies engage their customers, positively motivate them and earn their long-term loyalty. Our extensive client work is testimony to our depth of knowledge and ability to apply strategic insight and solutions to a wide variety of business objectives. Our team’s client experience includes: NHFA, Thomasville Furniture, The Maxim Group Carpet Franchise, Ashro, A&P, The Bon Ton, Crate & Barrel, Dick’s Sporting Goods, Edwin Watts Golf, GE Consumer Finance, Monroe and Main, Swiss Colony, Midnight Velvet, MySwingle.com, The Great Indoors, G.H. Bass, Golf Galaxy, Helzberg Diamonds, HSBC, Kohl’s, La-z-boy Furniture Franchise, MCI, Payless ShoeSource, Pier 1 Imports, Petco, Proflowers.com, Regis University, Ruby Tuesday, S&K Menswear, Sierra Trading Post, Stein Mart, Tommy Hilfiger, Ulta, as well as various other leading companies.
Retaining & nurturing customers (Igniter breakfast seminar, 2008)Paul Roberts
The summary notes from a breakfast seminar I presented in 2008, on how to identify, engage and delight customers.
Presenting my '3 lens' model for retaining and growing the value of your existing customers, it includes case study examples for successful companies and clients.
The seminar was attended by people from several industries, including sport and banking.
The Sales Cycle is dead, welcome to the Buyer's Journey. Selling Cloud Services means aligning with the Buyer Journey and creating compelling value propositions that will move the buyer to action. Success in sales requires anticipating and eliminating multiple barriers to sales that exist along the Buyer’s Journey. Selling services means mastering the art of ‘communicating the invisible’ and describing the benefits of your services in terms of the problems that they solve for your customers.
In the new world of business SME Customers seek simple solutions to their business problems. SMEs don't want technology they want the business benefits that your hosted services delivers. Educate them to find want they want and help them to self-qualify by matching their needs to your specific hosted services offers. Make it simple and easy for them to try and buy. Success tomorrow means moving today from being a Hosting Services Provider (HSP) to a Business Services Provider (BSP). Takeway: success awaits those who transition their value proposition from HSP to BSP.
The cyber criminal community has evolved to nation-states and hacktivist groups causing billions of dollars in lost intellectual property and lost productivity. As enterprises and governments connect literally everything to the Internet, the size of their attack surface has grown. Many of their current exploits are going unnoticed.
AutoSuccess addresses the specific, researched needs of new car and light truck dealerships by providing entrepreneurial, cutting-edge, solution-based editorials to increase dealership profits and reduce expenses
AutoSuccess, magazine, sales, new, used, selling, salespeople, vehicle, dealer, dealership, leadership, marketing
For Similar content visit http://www.autosuccesssocial.com/
From the Retail Merchants Association Training Center: This 2-hour marketing overview course was initially taught on Friday, February 24, 2012, by RMA's director of marketing, Sally Witzky. Additional course dates forthcoming. The Retail Merchants Association is a Richmond, Virginia based trade organization which has been helping retail businesses since 1906. For more information, visit http://retailmerchants.com.
Cambridge Consultants Innovation Day 2012: Touch point enhancement maximising...Cambridge Consultants
Customers increasingly look at value/attributes when purchasing products. Attributes can be features and specification or service models enhancing the value of the individual products. This talk examines methods to determine the impact of key offerings which enhance uptake of products in favour of competing products and technologies, while also examining the different types of customers that exist, and how their needs vary in response to different levels of benefits associated with how such products are offered.
Gaining an insight into how your business can create a better synergy between marketing and sales.
This presentation was given at the Australian Direct Marketing Association (ADMA) Annual B2B Marketing Seminar in Melbourne the 28th of February and Sydney the 1st of March 2012.
DataXu: Programmatic Premium Webinar - June 7, 2012dataxu
Programmatic buying has proven valuable in enabling advertisers to capitalize on impression-level decisioning for exchange-traded media. But most advertisers spend up to 85% of their digital budgets on direct-sourced buys on premium sites due to the close alignment of audience profiles with their target and guaranteed high-quality context for their ad placements.
Top advertisers are beginning to turn to Programmatic Premium, an innovative new approach that combines the best of both worlds – real-time impression-level decisioning with premium guaranteed buys – for substantial gains in effectiveness and return on direct media investments.
Adrian Tompsett, VP of Business Development at DataXu, the first fully-integrated digital marketing management platform (DMM), and John Gray, SVP of Interactive Media at Ford/Team Detroit, and guest speaker, Forrester Senior Analyst Michael Greene, discuss how Programmatic Premium will impact the market and:
* Industry drivers behind the new trend
* Deep dive into how a major advertiser used Programmatic Premium
* Real-world examples of how marketers can leverage this new approach to improve campaign effectiveness, consumer engagement and brand lift by 20% (or more)
Similar to How To Keep Your Current Customers (20)
DataXu: Programmatic Premium Webinar - June 7, 2012
How To Keep Your Current Customers
1. “Make Everything You Do Count”
Customer Interaction
Management
for
Business Development
& Retention
By Brian Dziwulski
Copyright 07/14/05
Brian W. Dziwulski
2. Who am I?
• Experience
– Director Of Sales Worldwide, Medical (Oncology)
Supply
– Past President of Sales & Marketing Executives of
Buffalo & Milwaukee
– Director of Professional Services, IT Consulting firm
– Partner/Co-Founder of Sales/Marketing Cons. firm
• Today
– Business Development Manager offering solutions
made possible by the merger of technology, services,
marketing, & printing
Copyright 07/14/05
Brian W. Dziwulski
3. Sales Funnels
Sale
Copyright 07/14/05
Brian W. Dziwulski
4. Initial
Sale
“Just the Beginning”
Copyright 07/14/05
Brian W. Dziwulski
5. What we’re after!
• Goals
• Customer retention
• Cross selling and lead generation
• Increased sales
• Increased profitability
In other words ‘Customer loyalty’
Copyright 07/14/05
Brian W. Dziwulski
6. Initial
Sale
“Just the Beginning”
Copyright 07/14/05
Brian W. Dziwulski “Customer Loyalty”
7. Sales
Expenses
- or -
Customer
Acquisition
Costs
Initial
Sale
“Just the Beginning”
(Revenues)
(Sales
Lifetime Expenses)
Value of
Can be as
a Customer
little as
8 – 10%
of
Acquisition
Copyright 07/14/05
Brian W. Dziwulski “Customer Loyalty” Costs
9. Customer Interaction Management - Business Development & Retention
Product Development
Highly Value Proposition
Targeted by
Segment
Copyright 07/14/05
Brian W. Dziwulski
10. Customer Interaction Management - Business Development & Retention
Product Development
Highly Value Proposition
Targeted by Prospect Identification
Segment
Copyright 07/14/05
Brian W. Dziwulski
11. Customer Interaction Management - Business Development & Retention
Product Development
Highly Value Proposition
Targeted by Prospect Identification
Segment Marketing / DM
Copyright 07/14/05
Brian W. Dziwulski
12. Customer Interaction Management - Business Development & Retention
Product Development
Highly Value Proposition
Targeted by Prospect Identification
Segment Marketing / DM
Sales
Process
Copyright 07/14/05
Brian W. Dziwulski
13. Customer Interaction Management - Business Development & Retention
Product Development
Highly Value Proposition
Targeted by Prospect Identification
Segment Marketing / DM
Sales
Proces
s
Initial
“Just the Beginning”
Sale
Copyright 07/14/05
Brian W. Dziwulski
14. Customer Interaction Management - Business Development & Retention
Product Development
Highly Value Proposition
Targeted by Prospect Identification
Segment Marketing / DM
Sales
Proces
s
Initial
Sale
“Just the Beginning”
Copyright 07/14/05
Brian W. Dziwulski “Customer Loyalty”
15. Customer Interaction Management - Business Development & Retention
Product Development
Highly Value Proposition
Targeted by Prospect Identification
Segment Marketing / DM
Sales
Proces
s
Initial
Sale
“Just the Beginning”
Support
Copyright 07/14/05
Brian W. Dziwulski “Customer Loyalty”
16. Customer Interaction Management - Business Development & Retention
Product Development
Highly Value Proposition
Targeted by Prospect Identification
Segment Marketing / DM
Sales
Proces
s
Initial
Sale
“Just the Beginning”
Support
Follow-Up
Copyright 07/14/05
Brian W. Dziwulski “Customer Loyalty”
17. Customer Interaction Management - Business Development & Retention
Product Development
Highly Value Proposition
Targeted by Prospect Identification
Segment Marketing / DM
Sales
Proces
s
Initial
Sale
“Just the Beginning”
Support
Follow-Up
Surveys
Copyright 07/14/05
Brian W. Dziwulski “Customer Loyalty”
18. Customer Interaction Management - Business Development & Retention
Product Development
Highly Value Proposition
Targeted by Prospect Identification
Segment Marketing / DM
Sales
Proces
s
Initial
Sale
“Just the Beginning”
Support
Follow-Up
Surveys
Marketing Visits
Copyright 07/14/05
Brian W. Dziwulski “Customer Loyalty”
19. Customer Interaction Management - Business Development & Retention
Product Development
Highly Value Proposition
Targeted by Prospect Identification
Segment Marketing / DM
Sales
Proces
s
Initial
Sale
“Just the Beginning”
Support
Follow-Up
Surveys
Marketing Visits
Cross Selling
Copyright 07/14/05
Brian W. Dziwulski “Customer Loyalty”
20. Cross Selling
Products
Existing New
Existing 1 2
Customers
New
3 4
Copyright 07/14/05
Brian W. Dziwulski
The higher the number, the harder the sale.
21. Customer Interaction Management - Business Development & Retention
Product Development
Highly Value Proposition
Targeted by Prospect Identification
Segment Marketing / DM
Sales
Proces
s
Initial
Sale
“Just the Beginning”
Support
Follow-Up
Surveys
Marketing Visits
Cross Selling
Copyright 07/14/05
Brian W. Dziwulski “Customer Loyalty”
22. Customer Interaction Management - Business Development & Retention
Product Development
Highly Value Proposition
Targeted by Prospect Identification
Segment Marketing / DM
Sales
Proces
s
Initial
Sale
“Just the Beginning”
Support
Follow-Up
Surveys
Marketing Visits
Cross Selling
Copyright 07/14/05
Brian W. Dziwulski “Customer Loyalty”
23. Customer Interaction Management - Business Development & Retention Hourglass
Product Development
Sales
Highly Value Proposition
Expenses
Targeted by Prospect Identification - or -
Segment Marketing / DM Customer
Sales Acquisition
Proces Costs
s
Initial
Sale
“Just the Beginning”
(Revenues)
Support (Sales
Lifetime Expenses)
Follow-Up
Value of
Surveys Can be as
a Customer
little as
Marketing Visits 8 – 10%
Cross Selling of
Acquisition
Copyright 07/14/05
Brian W. Dziwulski “Customer Loyalty” Costs