Fiona Green: "Social Media Marketing Is Not CRM"CASTdigital
What is Social CRM, does it exist? Fiona looks at the problems with the buzz term and what she believes is the difference between CRM and social media marketing.
Contact Center 09 – Not Just Surviving But Thriving In A Down EconomyRightNow Technologies
Keynote speaker, Donna Fluss, president of DMG Consulting, shares key strategies to help you:
- Improve productivity by reducing expenses
- Provide an outstanding customer experience
- Generate incremental revenue
- Retain customers
Next you’ll here from RightNow's Director of Product Marketing, Stephen Bell. Steve will unveil technologies that will help you deliver on the recommended strategies.
Bob Thompson of CustomerThink speaks about delivering total customer value that drives genuinely loyal customer attitudes.
Laef Olson, RightNow's CIO, talks about the 10 things to ask your SaaS vendor before entering the cloud
Leveraging Data for a True Omnichannel ExperienceSandy Karcher
Whether engaging with your brand in store, on the website, via mobile app or across the vast array of social channels your customer expects a consistent brand voice and quality of experience. How do you learn about your customer’s behavior across these channels and adjust your strategy accordingly? Does every brand need to exist on every channel or can you focus your efforts to those channels most popular with your target demographics? Learn the answers to these questions and the specific practices to guide your own brand through this process.
Fiona Green: "Social Media Marketing Is Not CRM"CASTdigital
What is Social CRM, does it exist? Fiona looks at the problems with the buzz term and what she believes is the difference between CRM and social media marketing.
Contact Center 09 – Not Just Surviving But Thriving In A Down EconomyRightNow Technologies
Keynote speaker, Donna Fluss, president of DMG Consulting, shares key strategies to help you:
- Improve productivity by reducing expenses
- Provide an outstanding customer experience
- Generate incremental revenue
- Retain customers
Next you’ll here from RightNow's Director of Product Marketing, Stephen Bell. Steve will unveil technologies that will help you deliver on the recommended strategies.
Bob Thompson of CustomerThink speaks about delivering total customer value that drives genuinely loyal customer attitudes.
Laef Olson, RightNow's CIO, talks about the 10 things to ask your SaaS vendor before entering the cloud
Leveraging Data for a True Omnichannel ExperienceSandy Karcher
Whether engaging with your brand in store, on the website, via mobile app or across the vast array of social channels your customer expects a consistent brand voice and quality of experience. How do you learn about your customer’s behavior across these channels and adjust your strategy accordingly? Does every brand need to exist on every channel or can you focus your efforts to those channels most popular with your target demographics? Learn the answers to these questions and the specific practices to guide your own brand through this process.
The Managing Partner of a small to mid-size firm faces a number of challenges related to marketing the firm. This survey, the first of its kind, shows that most firms with 10-80 lawyers have made a concerted effort to dedicate at least some effort to marketing.
A Sound Vision for CRM: How i CRM Spotlight - SennheiserSugarCRM
From the organization, to the employee, to the customer: all benefit when employees can better connect with customers, easily share that collaboration history with colleagues, and quickly enhance the 360-degree view of customers across interaction channels. See Sennheiser’s vision for future-oriented CRM and using social media to boost effective communications and drive sales growth in this spotlight presentation.
Presenting the second paper in the series 'Multi-channel Customer Management' that delves deep into the design, deployment, coordination, and evaluation of customer interaction channels enterprises can and should leverage.
(direct) marketing as a service, a way to strengthen the distribution channelHeinvrins
Presentation held at the prestigious Data Quality Summit Event (Eindhoven, November 2008). This presentation highlights the added value and possibilities of setting up a Marketing service program to enable your distribution channel to maximize the customer value. With an example of such a program in the (independent) insurance market.
Transforming from Call Center to Contact Center How-To GuideDemand Metric
Executive Summary
If loyal customers are the lifeblood of a successful marketing program, call centers are the heartbeat. It is within the call center that happy customers become loyal advocates or disenchanted. All too often, however, call centers are viewed by marketing professionals as an afterthought instead of a key to customer loyalty, customer satisfaction and as a lead generation.
Modern marketers must move from seeing Customer Care as a secondary supporting function to one of primary importance to marketing programs and lead generation, along with other digital marketing and sales activities.
This How-To Guide challenges marketers to view the call center as a potential source of revenue and lead generation as well as the hub of Customer Care. This report discusses the misperceptions around call centers and shows modern marketers how to transform their call center (cost center) into a Modern Contact Center (profit center) by recognizing its strategy in lead generation and customer experience.
This brief 11-page How-To Guide is designed to provide practical advice for building a Modern Contact Center and outlines the following:
Executive Summary
Opportunities & Challenges of the Call Center
Creating a Modern Contact Center
Contact Center Application Selection Criteria
Action Plan
Bottom Line
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
Cracking the C-Suite: Finding and Aligning with the Relevant Executive in 2010G3 Communications
Stephen J. Bistritz, Ed.D. author of the new book “Selling to the C-Suite.” Steve shares strategies on how to map an organization to determine the formal and informal power. He is joined by Dan McDade, President of PointClear, who shares recent success stories on using Multi-touch, Multi-media, Multi-cycle campaigns that Multiply Results and gain access to high level executives.
Defining Target Market for Telemarketing CampaignsMelody Ucros
IE Business School MBD Program
Retail Analytics Project O1 Group C:
Annie Pi – Anchal Jaiswal – Cedric Viret – Melody Ucros – Miguel Martin Romero – Pablo Dosal - Victor Kausch
Presentation on creating authentic customer experiences in next best action marketing. Design for Conversion unconference, september 2010, Cologne. See http://designforconversion.nl/4th-dfc-cologne/ for more info.
Sales Compensation Solution Acquisition Best Practices ReportDemand Metric
This guide suggests a better process for acquiring an ICM solution. For many companies, sales compensation is the largest component of Sales, General and Administrative (SG&A) costs. The monthly calculation and payment of variable sales compensation is often an arduous, manual process that must accommodate a number of exceptions and changes: rarely does a sales compensation plan start and end a fiscal year intact.
The plan must survive the attrition and addition of sales representatives. It must accurately calculate and pay commissions on time, as there are risks and trust issues involved when it doesn’t. While the sales compensation plan is, theoretically, an enabler of revenue growth, these characteristics prevent it from scaling as the business grows.
This guide will examine the problems that motivate ICM solution acquisition, the limitations of acquiring one through a traditional RFP, a recommended approach, an example project plan and conclude with a discussion of associated risks and rewards.
To obtain this document, visit us at http://www.demandmetric.com/register
De-Duping: the Great Unknown in Affiliate MarketingAffiliate Summit
De-duping affiliate sales against other channels is common practice, but what are the rules and how far is too far? Find out common practice and why we need an industry-wide best practice standard.
Lead Scoring: Aligning Marketing and Sales with Effective Lead Scoring Techniques - Turning Marketing’s leads into Sales’ gold can be a challenge. The inability to generate and identify qualified leads negatively impacts the effectiveness of marketing campaigns, revenue growth, and company success. This presentation explores this challenge and provides information on how to align the expectations of sales and marketing, enabling marketing to deliver a continuous flow of qualified leads to the sales team for maximum ROI. This informative session will teach you how to accelerate the sales cycle through automated lead scoring.
The Managing Partner of a small to mid-size firm faces a number of challenges related to marketing the firm. This survey, the first of its kind, shows that most firms with 10-80 lawyers have made a concerted effort to dedicate at least some effort to marketing.
A Sound Vision for CRM: How i CRM Spotlight - SennheiserSugarCRM
From the organization, to the employee, to the customer: all benefit when employees can better connect with customers, easily share that collaboration history with colleagues, and quickly enhance the 360-degree view of customers across interaction channels. See Sennheiser’s vision for future-oriented CRM and using social media to boost effective communications and drive sales growth in this spotlight presentation.
Presenting the second paper in the series 'Multi-channel Customer Management' that delves deep into the design, deployment, coordination, and evaluation of customer interaction channels enterprises can and should leverage.
(direct) marketing as a service, a way to strengthen the distribution channelHeinvrins
Presentation held at the prestigious Data Quality Summit Event (Eindhoven, November 2008). This presentation highlights the added value and possibilities of setting up a Marketing service program to enable your distribution channel to maximize the customer value. With an example of such a program in the (independent) insurance market.
Transforming from Call Center to Contact Center How-To GuideDemand Metric
Executive Summary
If loyal customers are the lifeblood of a successful marketing program, call centers are the heartbeat. It is within the call center that happy customers become loyal advocates or disenchanted. All too often, however, call centers are viewed by marketing professionals as an afterthought instead of a key to customer loyalty, customer satisfaction and as a lead generation.
Modern marketers must move from seeing Customer Care as a secondary supporting function to one of primary importance to marketing programs and lead generation, along with other digital marketing and sales activities.
This How-To Guide challenges marketers to view the call center as a potential source of revenue and lead generation as well as the hub of Customer Care. This report discusses the misperceptions around call centers and shows modern marketers how to transform their call center (cost center) into a Modern Contact Center (profit center) by recognizing its strategy in lead generation and customer experience.
This brief 11-page How-To Guide is designed to provide practical advice for building a Modern Contact Center and outlines the following:
Executive Summary
Opportunities & Challenges of the Call Center
Creating a Modern Contact Center
Contact Center Application Selection Criteria
Action Plan
Bottom Line
Demand Metric's How-To Guides are designed to provide practical, on-the-job training and education and provide context for using our premium tools & templates. If there is a topic that you would like to see covered, please contact us at info@demandmetric.com (link sends e-mail) to make a content request.
Cracking the C-Suite: Finding and Aligning with the Relevant Executive in 2010G3 Communications
Stephen J. Bistritz, Ed.D. author of the new book “Selling to the C-Suite.” Steve shares strategies on how to map an organization to determine the formal and informal power. He is joined by Dan McDade, President of PointClear, who shares recent success stories on using Multi-touch, Multi-media, Multi-cycle campaigns that Multiply Results and gain access to high level executives.
Defining Target Market for Telemarketing CampaignsMelody Ucros
IE Business School MBD Program
Retail Analytics Project O1 Group C:
Annie Pi – Anchal Jaiswal – Cedric Viret – Melody Ucros – Miguel Martin Romero – Pablo Dosal - Victor Kausch
Presentation on creating authentic customer experiences in next best action marketing. Design for Conversion unconference, september 2010, Cologne. See http://designforconversion.nl/4th-dfc-cologne/ for more info.
Sales Compensation Solution Acquisition Best Practices ReportDemand Metric
This guide suggests a better process for acquiring an ICM solution. For many companies, sales compensation is the largest component of Sales, General and Administrative (SG&A) costs. The monthly calculation and payment of variable sales compensation is often an arduous, manual process that must accommodate a number of exceptions and changes: rarely does a sales compensation plan start and end a fiscal year intact.
The plan must survive the attrition and addition of sales representatives. It must accurately calculate and pay commissions on time, as there are risks and trust issues involved when it doesn’t. While the sales compensation plan is, theoretically, an enabler of revenue growth, these characteristics prevent it from scaling as the business grows.
This guide will examine the problems that motivate ICM solution acquisition, the limitations of acquiring one through a traditional RFP, a recommended approach, an example project plan and conclude with a discussion of associated risks and rewards.
To obtain this document, visit us at http://www.demandmetric.com/register
De-Duping: the Great Unknown in Affiliate MarketingAffiliate Summit
De-duping affiliate sales against other channels is common practice, but what are the rules and how far is too far? Find out common practice and why we need an industry-wide best practice standard.
Lead Scoring: Aligning Marketing and Sales with Effective Lead Scoring Techniques - Turning Marketing’s leads into Sales’ gold can be a challenge. The inability to generate and identify qualified leads negatively impacts the effectiveness of marketing campaigns, revenue growth, and company success. This presentation explores this challenge and provides information on how to align the expectations of sales and marketing, enabling marketing to deliver a continuous flow of qualified leads to the sales team for maximum ROI. This informative session will teach you how to accelerate the sales cycle through automated lead scoring.
How to Align Demand Gen and Inside Sales (to Close More Deals)Sales Hacker
What You'll Learn:
- RingCentral success path to revenue
- High impact buying signals, lead routing and outreach cadences
- Importance of data accuracy and optimization
- Benchmark metrics for entire sales funnel
This is the presentation from our Exclusive Sydney CBD Event 7:30am August 24th 2017 as Industry Leaders shared their insights and thoughts on how to achieve scale and success with Social.
Todays top performing companies compete based on customer experience. Todays customers want a SMARTER customer service experience through their social channel of choice — one that is both FAST and PERSONAL. In fact, 64% of customers expect companies to respond and interact with them in real-time or they will take their business elsewhere.
What was covered?
* Social Customer Service & Crisis Management - How to offer a ubiquitous and robust service experience across social
* Social Listening - How to drive strategic decisions across your business based on customer and competitive insights
* Social Leads - How to generate Social leads for your sales team to nurture
* Command Centre - How to drive change and awareness within an organisation by making your internal stakeholders aware of everything that's happening on Social, Email, Web, Ads, Journeys and through Sales Leaderboards
At this exclusive event we learned how major brands are able to listen to their customers at scale, control communications in a crisis, and engage with their customers with personal service, in an instant... creating advocacy in this culture of immediacy.
Agenda:
* 7:30am Registration and Networking
* 8:00am Opening Remarks
* 8:05am Presentation: Adam Brown
* 8:45am Panel Discussion
* 9:05am Closing Remarks
* 9:15am Networking
Presenter
Adam Brown is Executive Strategist for Salesforce Marketing Cloud. He and his team deliver integrated social marketing strategy to customers and work with product teams to develop the best marketing products and solutions in the industry. Before joining Salesforce in May of 2013, Adam was Executive Director of Social Media at Dell, where he led the company’s consumer strategy around social media marketing, engagement and social commerce initiatives. Adam joined Dell in 2010 after spending four years creating and leading the Office of Digital & Social Media at The Coca-Cola Company.
Presentation by Christopher Doran, VP of Marketing for Manticore Technology give in Melbourne, Australia on 5 May 2010 on B2B buyer behavior and how it impacts marketers
Webinar - How Marketing Automation can sales fall in love with CRMSalesfusion
SalesFUSION and Analyst firm, Gleanster present a compelling look at how a properly implemented marketing automation solution can dramatically improve CRM adoption and usage by Sales
Identifying causes of customer risk and churn, and then applying approaches for prospective winback, are tremendously important to any company. The content of this presentation enables organizations to optimize customer loyalty behavior
Humanize Your Brand: Drive Employee and Customer Satisfaction with SLAsAggregage
Let's start making tech serve us rather than be a substitute for us. Let's empower our employees and give them the tools and strategies that will make even the angriest customer a loyal customer. Join John Goodman, Vice Chairman of Customer Care Measurement and Consulting and author of Customer Experience 3.0, and master customer rage for an insightful webinar on Wednesday, September 23, 2020.
Employer Outreach presentation by Full Capacity Marketing
Improve Lead Quality 2 Generate More Revenue
1. Lead Management Best Practices:Closing the Loop to Drive ROIHarland Clarke Marketing ServicesImprove Lead Quality to Generate More Revenue Dave Talbot CRM Touch Management Analyst January 11, 2011
2. Agenda Here’s the dealio… Stop the Drama! [Between Sales & Marketing] So, what’s working? A peek at HCMS client programs Q & A
4. Here’s the Dealio… 22% longer than in 2001 SiriusDecisions Longer sales cycles More people involved in decision making “Lead” mismanagement Information inquiries Non-qualified suspects Ignored opportunities (no nurture, no recycle) 80% of leads are ignored by Sales SiriusDecisions
6. Stop the Drama! Unified Lead Description (ULD) Explicit-Demographic data Implicit-Behavioral data BANT attributes Define a marketing qualified lead (MQL) Review customer data Interview your sales team Use your sales pipeline data Develop an overall lead score
7. Stop the Drama! Service Level Agreement (SLA)between Sales & Marketing Define – Monitor – Evaluate – Adjust – Repeat Who does what? When do they do it? Where does the lead go? How do you track it? Don’t forget to huddle
8. Stop the Drama! Integrate! Communication Channels: web, email, phone, direct mail Process: corporate communications with marketing, sales, operations and finance Data: marketing, sales, customer service/support, finance Systems: Tying it all together allows for the full 360 view
9. Stop the Drama! Respond! Timely – see chart Relevant Conduct asset review Develop asset matrix Use Multi-touch Multi-channel approach Contact method preference Automate
10. Stop the Drama! Cultivate! Typical lead database contains 84% non-sales-ready leads When should a lead be placed into a nurture queue? Pre-MQL Post-MQL How do you manage aged or stagnant leads?
13. Leading National Healthcare Benefits Provider Situation Prospects request information form web forms Inquiries distributed directly to the broker Inquiries were NOT pre-qualified Brokers stopped following up on the inquiries Prospects frustrated with lack of follow up Need to integrate this process with their demand generation efforts including direct mail and an outbound tele-channel
14. Leading National Healthcare Benefits Provider Action Auto-responder program An automated process to connect with the inbound web form inquiries within a 60-minute time period Outbound call to engage and qualify the person Specialist knows what webpage the contact originated from and what information they had entered into the web form Sales-ready leads delivered to broker and non-sales-ready leads inserted into cultivation stream Contact method preference An email is sent to the contact within 48 hours of the initial attempt when contact was not made Person has the option to click on their preferred type of communication, phone or email Both options provide an opportunity for qualification Cultivation stream Multi-channel: email and phone Multi-touch: responder and non-responder Deliver dynamic and relevant content based on geography
15. Leading National Healthcare Benefits Provider Results A timely response to web form inquiries yields greater results Ensure no lead is left behind, increase sales-ready leads and avoid the BLACK HOLE of inquiries that are not contacted on the first touch Allow your prospects’ to take control of when they are ready and willing to talk! Cultivate leads that are not sales-ready and convert them at a later date rather than ignoring them and losing sales. Recoup on your initial investment! Provide qualified sales-ready leads and sales will pay attention to them and close more deals
16.
17. Harland Clarke’s “Contact Method Preference” provides better results for individuals that have already expressed interest
18. These “Hand Raisers” are given the option of two channels to qualify. The example above shows an additional 9.6% conversion of individuals that would have fallen off the radar if the tele-channel alone was leveraged for follow-upContact Method Preference Lift
21. Email selection is qualified based on responses and transmitted using existing process
22.
23. Global Provider in the TelePresence Industry Action Integrated inbound/outbound lead response system Support the lead generation qualification and nurturing activities Routed the qualified leads to the correct vertical and account/sales executive Comprehensive data integration solution Completed the interface alignment with the client’s marketing automation and campaign management programs Closed-loop feedback process Enabled real-time visibility into the status of their sales leads Segmentation data on those leads Determine ROMI
24. Global Provider in the TelePresence Industry Results Now able to accurately identify, qualify, and react to all inbound inquires within acceptable time Automatically classify the responses by industry, by existing customer or new prospect, and by the inquiry source Support each vertical’s sales objectives
25. Global Provider in the TelePresence Industry Results By the Numbers Increased the MQL conversion rate 5% over the industry average. Closed new sales revenue more than $300K over the industry standard ROMI of approximately $5 for every $1 invested Percentage of leads deemed unqualified by sales dropped nearly 50% in 2 years Dollar contribution to the pipeline from April to September increased 156% over the same period last year Opportunities with HC IDs represent 10% of the current pipeline value and 41% of SDR opportunities.
Here’s what we do for our clients to be successful(22% longer than in 2001 - SD)(20% of leads passed to sales actually received follow up from the rep - SD)
We like to say, we haven’t found a system we can’t integrate with – take that as a challenge – but it’s so critical to get the 360 – our clients are successful when they can measure what IS and what IS NOT working and to do that – we look at all aspects of the program.