Conférence « Customer Week » organisée par l'EFMA, le 25 avril 2013. Présentation du modèle Customer Centric, résultat d'une étude approfondie des meilleures pratiques en terme de Customer Centricity tous secteurs confondus avec un focus particulier sur les secteurs Banque et Assurance. Cette étude s'appuie sur différents travaux de recherche académiques sur la relation client et notamment ceux réalisés par le Professeur Ranjay Gulati de l'Université d'Harvard, et également sur différentes interviews de professionnels en charge de la relation client au sein de Banques et Assurances en France comme à l'Etranger. Ce modèle met en exergue les leviers stratégiques qui permettent à une entreprise de passer d'un positionnement "Product Centric" à un positionnement "Customer Centric".
Delivering on the Promise of Customer-Centricity - Precima & US Foods at FMI ...Graeme McVie
Retailers that satisfy the needs of customers will win in the market but too often customer-centricity fails to deliver on its promise. Precima client, US Foods, is a great example of an organization that has truly delivered on the promise of customer-centricity and they share a case study on customer-centricity in the attached presentation that was originally presented at FMI Connect 2016.
Omni-channel Retail - Bridging the Digital and Brick & Mortar DivideAdrian Teo
Ok, so you have a website, facebook page, even mobile apps, but how is that helping you to engage your consumers when you need it most… when they are at your outlets!
I mean how do you drive footfall and sales from digital to your brick & mortar channels? How do you identify your consumers, personalized that engagement and get them to buy before they step out?
And we don’t mean spamming everyone with the same promotion at that outlet, but personalized according to their profiles, transaction history and location. Better yet, it’s all automated, you really don’t want to be pouring through and interpreting heaps of customer data.
In this presentation, I share the challenges faced by retailers, shop owners, F&B and mall operators in bridging the digital and brick & mortar divide. While each solution is unique to your retail business, vertical or consumer behaviours, it is about breaking down the silos that exist in your consumer touch points, enterprise solutions, best practices and how TAO OF SHOP can help you to bring it all together.
Tracking the customer journey is becoming more difficult. Today’s consumers engage brands on multiple platforms, often moving through several digital touchpoints before they are ready to buy.
Therefore, the concept of omnichannel marketing has risen, allowing businesses to embrace the change to address two critical aspects of modern marketing – technological innovation and customer experience.
Retail Store Management PowerPoint Presentation SlidesSlideTeam
Select our content ready Retail Store Management Powerpoint Presentation Slides to create an effective retail merchandising system. The Merchandise management PowerPoint complete deck contains various professional-looking slides such as types of retail format, key drivers of retail growth, key statistics, building & sustaining relationships, global environmental & market trends, retail trends shaping in future, role of information technology in retail, types of retail applications, understanding customers, future trends in multichannel retailing, target audience classification, sales by product category, pricing strategies, stages of product distribution, global market segmentation strategy, location analysis strategy, division of retail activities, retail store organizational structure, information system & supply chain management, operations promotion, marketing communication, sales promotional mix elements, customer loyalty programme options, integrated etc. Furthermore, you can also use the retail marketing presentation deck to showcase ways to manage retail pricing, retail pricing strategy, inventory management control, retail management challenges, inventory management framework, inventory control sheet, retail management challenge, etc. Download retail business management PPT visuals to enhance the knowledge of your audience. Go further and faster with our Retail Store Management Powerpoint Presentation Slides. They help extend your advantage.
Our Shopper Marketing Methodology is a planning methodology that highlights our premium tool-kit of tools & templates to help you develop and implement a shopper marketing strategy that increases sales, builds shopper insights, and grows brand awareness.
Demand Metric methodologies are step-by-step guides that help you build strategic processes using "Best Practices" and other Demand Metric tools & templates.
Stages of this methodology include:
Learn About Shopper
Analyze Opportunities
Strategic Planning
Technology Selection
Campaign Execution
Measure Results
Is “Consumer Decision Journey” just a buzzword?
We have heard many fellow marketers complaining about the overuse of the “Consumer Decision Journey” buzzword. We think of it differently: the term itself is too generic to be considered actionable in many cases. It’s like learning a verb without knowing its conjugations – you understand it in principle but can’t apply it in reality.
In this blog post, we will discuss in details: how B2B customers’ loyalty loop is created differently to B2C’s, and how you can align your marketing to seize the moment that loop appears.
Effective Go to Market Strategy for Startups [Infographics]Markovate
Building a Go-To-Market strategy early on lets you thrive & compete in the market. The strategy covers the WHY’s and HOW’s around transporting your product to a specific platform. The platform is your ultimate station, where all the potential customers are waiting for delightful onboarding & engagement. To achieve transformative growth, technology startups need to execute impactful planning & strategy.
There are a few essentials pillars that need to be included in the GTM plan:
1. Identify your target audience
2. Define your target customer
3. Determine your brand positioning
4. Define your unique value proposition(USP)
5. Identify your marketing channels
6. Build your financial model
7. Develop a marketing strategy
There are good reasons to address each in this sequence. Having an effective GTM Strategy ensures a successful product launch & provides the ability to adapt to any market change. Use our infographic as a handy quick guide for highly effective Go to Market Strategy.
Here is the source: https://www.markovate.com/blog/go-to-market-strategy-infographics/
Delivering on the Promise of Customer-Centricity - Precima & US Foods at FMI ...Graeme McVie
Retailers that satisfy the needs of customers will win in the market but too often customer-centricity fails to deliver on its promise. Precima client, US Foods, is a great example of an organization that has truly delivered on the promise of customer-centricity and they share a case study on customer-centricity in the attached presentation that was originally presented at FMI Connect 2016.
Omni-channel Retail - Bridging the Digital and Brick & Mortar DivideAdrian Teo
Ok, so you have a website, facebook page, even mobile apps, but how is that helping you to engage your consumers when you need it most… when they are at your outlets!
I mean how do you drive footfall and sales from digital to your brick & mortar channels? How do you identify your consumers, personalized that engagement and get them to buy before they step out?
And we don’t mean spamming everyone with the same promotion at that outlet, but personalized according to their profiles, transaction history and location. Better yet, it’s all automated, you really don’t want to be pouring through and interpreting heaps of customer data.
In this presentation, I share the challenges faced by retailers, shop owners, F&B and mall operators in bridging the digital and brick & mortar divide. While each solution is unique to your retail business, vertical or consumer behaviours, it is about breaking down the silos that exist in your consumer touch points, enterprise solutions, best practices and how TAO OF SHOP can help you to bring it all together.
Tracking the customer journey is becoming more difficult. Today’s consumers engage brands on multiple platforms, often moving through several digital touchpoints before they are ready to buy.
Therefore, the concept of omnichannel marketing has risen, allowing businesses to embrace the change to address two critical aspects of modern marketing – technological innovation and customer experience.
Retail Store Management PowerPoint Presentation SlidesSlideTeam
Select our content ready Retail Store Management Powerpoint Presentation Slides to create an effective retail merchandising system. The Merchandise management PowerPoint complete deck contains various professional-looking slides such as types of retail format, key drivers of retail growth, key statistics, building & sustaining relationships, global environmental & market trends, retail trends shaping in future, role of information technology in retail, types of retail applications, understanding customers, future trends in multichannel retailing, target audience classification, sales by product category, pricing strategies, stages of product distribution, global market segmentation strategy, location analysis strategy, division of retail activities, retail store organizational structure, information system & supply chain management, operations promotion, marketing communication, sales promotional mix elements, customer loyalty programme options, integrated etc. Furthermore, you can also use the retail marketing presentation deck to showcase ways to manage retail pricing, retail pricing strategy, inventory management control, retail management challenges, inventory management framework, inventory control sheet, retail management challenge, etc. Download retail business management PPT visuals to enhance the knowledge of your audience. Go further and faster with our Retail Store Management Powerpoint Presentation Slides. They help extend your advantage.
Our Shopper Marketing Methodology is a planning methodology that highlights our premium tool-kit of tools & templates to help you develop and implement a shopper marketing strategy that increases sales, builds shopper insights, and grows brand awareness.
Demand Metric methodologies are step-by-step guides that help you build strategic processes using "Best Practices" and other Demand Metric tools & templates.
Stages of this methodology include:
Learn About Shopper
Analyze Opportunities
Strategic Planning
Technology Selection
Campaign Execution
Measure Results
Is “Consumer Decision Journey” just a buzzword?
We have heard many fellow marketers complaining about the overuse of the “Consumer Decision Journey” buzzword. We think of it differently: the term itself is too generic to be considered actionable in many cases. It’s like learning a verb without knowing its conjugations – you understand it in principle but can’t apply it in reality.
In this blog post, we will discuss in details: how B2B customers’ loyalty loop is created differently to B2C’s, and how you can align your marketing to seize the moment that loop appears.
Effective Go to Market Strategy for Startups [Infographics]Markovate
Building a Go-To-Market strategy early on lets you thrive & compete in the market. The strategy covers the WHY’s and HOW’s around transporting your product to a specific platform. The platform is your ultimate station, where all the potential customers are waiting for delightful onboarding & engagement. To achieve transformative growth, technology startups need to execute impactful planning & strategy.
There are a few essentials pillars that need to be included in the GTM plan:
1. Identify your target audience
2. Define your target customer
3. Determine your brand positioning
4. Define your unique value proposition(USP)
5. Identify your marketing channels
6. Build your financial model
7. Develop a marketing strategy
There are good reasons to address each in this sequence. Having an effective GTM Strategy ensures a successful product launch & provides the ability to adapt to any market change. Use our infographic as a handy quick guide for highly effective Go to Market Strategy.
Here is the source: https://www.markovate.com/blog/go-to-market-strategy-infographics/
Customer Satisfaction from the Context of Brand Promise in E Commerce Compani...YogeshIJTSRD
For efficient e commerce and business of the products, the retailers should definitely recognize about the growing complexity of the customer journey and the need for rewards based redemption programs for custom brand products, apart from providing meaningful interactions from time to time. The digital shopping experience could be best defined by greater technological acceleration, the mobile ubiquity and an efficient analysis paralysis. This would be mainly due to the fact that the customers would always forego routine items, and prefer to choose either the products or the different services at any point of time. In the present day world, there is a great change in the thinking of the customers regarding the suitability of a product and maintaining long term relationship with any retailer for procuring a product. E commerce business will succeed only by if the retailers provide the most relevant experience to the customers, apart from providing highly cost effective price for any product. Thus, it could be easily understood that e commerce would succeed only if the business marketers move beyond the traditional thinking of‘buying’ the customer loyalty by providing discounts of a product, rather than providing proper long term customer satisfaction. In other words, instead of bothering about the brand loyalty, one should bother about the relevance of the brand itself. Ashwini Sanpurkar "Customer Satisfaction from the Context of Brand Promise in E-Commerce Companies in India" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-3 , April 2021, URL: https://www.ijtsrd.com/papers/ijtsrd39850.pdf Paper URL: https://www.ijtsrd.com/management/consumer-behaviour/39850/customer-satisfaction-from-the-context-of-brand-promise-in-ecommerce-companies-in-india/ashwini-sanpurkar
Omnichannel Marketing: How to achieve a truly integrated multichannel strategyLuisella Giani
Presentation given for the 10th Strategic Marketing and Branding Forum, Thought Leader Global, Amsterdam. What is omnichannel? How B2C customer experience has influenced B2B customer expectations? What's the impact of Omnichannel on customer service, supply chain, in-shop experience, buyer journey.
This PPT deck displays twenty five slides with in depth research. Our Brand Advertising PowerPoint Presentation Slides presentation deck is a helpful tool to plan, prepare, document and analyse the topic with a clear approach. We provide a ready to use deck with all sorts of relevant topics subtopics templates, charts and graphs, overviews, analysis templates. Outline all the important aspects without any hassle. It showcases of all kind of editable templates infographics for an inclusive and comprehensive Brand Advertising PowerPoint Presentation Slides presentation. Professionals, managers, individual and team involved in any company organization from any field can use them as per requirement.
How to increase CLV & decrease CAC - Valentin Radu Valentin Radu
No doubt about it: CLV is the north star metric of any retailer.
However, it is also one of the most misunderstood, neglected, and ignored KPI.
As we're collectively saying RIP to cookies, there are 3 jobs to be done by eCommerce leaders:
1. Nail acquisition:
Acquire the right customers at a decent CAC
2. Nail conversion:
Ethically convert customers by matching them with the right products, using the right narrative
3. Nail retention:
Onboard and nurture the right customers so that you make them come back and promote you
All of these 3 activities fall into a broader methodology, called Customer Value Optimization
Webinar - making customer retention your strategy for hyper-growthRanceTimiEbiwari
Consumer expectations have shifted. Digital-first brands are now the leaders in creating valuable experiences. Thoughtful, meaningful engagement is a more effective strategy than persistent, irrelevant campaigns.
More than a buzz word or a trend. Omni-Channel retail is a real opportunity for businesses to adapt, scale-up and tap into their potential customer universe. A simple overview of the changing (R)etail landscape, consumer, purchase trends and what businesses need to align to go the Omni-channel way.
Acting on a global basis to help our clients deliver winning marketing strategies through rigorous analytics, in-depth understanding and powerful insights. Making a difference - together.
How To Design And Implement Outcome-Based Sales StrategyPropel Guru
In this presentation, we'll learn How To Design And Implement Outcome-Based Sales Strategy. To equip the press customers to help them with their business continuity. Moving office employees to work from home in a productive manner was challenging.
Content Marketing World 2013 Presentation on How to Cultivate Content. Includes examples of a one-page content marketing plan and message maps, segmented by type of buyer.
Digital Dialog Insights 2017 - Customer CentricityJürgen Seitz
Kundenorientierung im Dialogmarketing: Kluft zwischen Anspruch und Wirklichkeit
Stuttgarter Hochschule der Medien untersucht zusammen mit United Internet Media bereits zum sechsten Mal Trendthemen im Dialogmarketing, 2017 liegt der Fokus auf Customer Centricity:
– Experten bescheinigen nur 40 Prozent der Unternehmen gelebte Kundenorientierung
– User bemängeln bei Werbung fehlendes Verständnis für Erwartungen, Bedürfnisse und Wünsche
– Unternehmen müssen investieren: Datenqualität und Nutzer-Orientierung im Fokus
Herausgeber:
Prof. Harald Eichsteller, Hochschule der Medien
Prof. Dr. Jürgen Seitz, Hochschule der Medien
http://spr.ly/CustExSS Reaching and engagement consumers in retail is more difficult than ever. Do you want to break through the clutter, create loyal customers, and receive the benefits of advocacy? Discover the possibilities today!
Customer Satisfaction from the Context of Brand Promise in E Commerce Compani...YogeshIJTSRD
For efficient e commerce and business of the products, the retailers should definitely recognize about the growing complexity of the customer journey and the need for rewards based redemption programs for custom brand products, apart from providing meaningful interactions from time to time. The digital shopping experience could be best defined by greater technological acceleration, the mobile ubiquity and an efficient analysis paralysis. This would be mainly due to the fact that the customers would always forego routine items, and prefer to choose either the products or the different services at any point of time. In the present day world, there is a great change in the thinking of the customers regarding the suitability of a product and maintaining long term relationship with any retailer for procuring a product. E commerce business will succeed only by if the retailers provide the most relevant experience to the customers, apart from providing highly cost effective price for any product. Thus, it could be easily understood that e commerce would succeed only if the business marketers move beyond the traditional thinking of‘buying’ the customer loyalty by providing discounts of a product, rather than providing proper long term customer satisfaction. In other words, instead of bothering about the brand loyalty, one should bother about the relevance of the brand itself. Ashwini Sanpurkar "Customer Satisfaction from the Context of Brand Promise in E-Commerce Companies in India" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-3 , April 2021, URL: https://www.ijtsrd.com/papers/ijtsrd39850.pdf Paper URL: https://www.ijtsrd.com/management/consumer-behaviour/39850/customer-satisfaction-from-the-context-of-brand-promise-in-ecommerce-companies-in-india/ashwini-sanpurkar
Omnichannel Marketing: How to achieve a truly integrated multichannel strategyLuisella Giani
Presentation given for the 10th Strategic Marketing and Branding Forum, Thought Leader Global, Amsterdam. What is omnichannel? How B2C customer experience has influenced B2B customer expectations? What's the impact of Omnichannel on customer service, supply chain, in-shop experience, buyer journey.
This PPT deck displays twenty five slides with in depth research. Our Brand Advertising PowerPoint Presentation Slides presentation deck is a helpful tool to plan, prepare, document and analyse the topic with a clear approach. We provide a ready to use deck with all sorts of relevant topics subtopics templates, charts and graphs, overviews, analysis templates. Outline all the important aspects without any hassle. It showcases of all kind of editable templates infographics for an inclusive and comprehensive Brand Advertising PowerPoint Presentation Slides presentation. Professionals, managers, individual and team involved in any company organization from any field can use them as per requirement.
How to increase CLV & decrease CAC - Valentin Radu Valentin Radu
No doubt about it: CLV is the north star metric of any retailer.
However, it is also one of the most misunderstood, neglected, and ignored KPI.
As we're collectively saying RIP to cookies, there are 3 jobs to be done by eCommerce leaders:
1. Nail acquisition:
Acquire the right customers at a decent CAC
2. Nail conversion:
Ethically convert customers by matching them with the right products, using the right narrative
3. Nail retention:
Onboard and nurture the right customers so that you make them come back and promote you
All of these 3 activities fall into a broader methodology, called Customer Value Optimization
Webinar - making customer retention your strategy for hyper-growthRanceTimiEbiwari
Consumer expectations have shifted. Digital-first brands are now the leaders in creating valuable experiences. Thoughtful, meaningful engagement is a more effective strategy than persistent, irrelevant campaigns.
More than a buzz word or a trend. Omni-Channel retail is a real opportunity for businesses to adapt, scale-up and tap into their potential customer universe. A simple overview of the changing (R)etail landscape, consumer, purchase trends and what businesses need to align to go the Omni-channel way.
Acting on a global basis to help our clients deliver winning marketing strategies through rigorous analytics, in-depth understanding and powerful insights. Making a difference - together.
How To Design And Implement Outcome-Based Sales StrategyPropel Guru
In this presentation, we'll learn How To Design And Implement Outcome-Based Sales Strategy. To equip the press customers to help them with their business continuity. Moving office employees to work from home in a productive manner was challenging.
Content Marketing World 2013 Presentation on How to Cultivate Content. Includes examples of a one-page content marketing plan and message maps, segmented by type of buyer.
Digital Dialog Insights 2017 - Customer CentricityJürgen Seitz
Kundenorientierung im Dialogmarketing: Kluft zwischen Anspruch und Wirklichkeit
Stuttgarter Hochschule der Medien untersucht zusammen mit United Internet Media bereits zum sechsten Mal Trendthemen im Dialogmarketing, 2017 liegt der Fokus auf Customer Centricity:
– Experten bescheinigen nur 40 Prozent der Unternehmen gelebte Kundenorientierung
– User bemängeln bei Werbung fehlendes Verständnis für Erwartungen, Bedürfnisse und Wünsche
– Unternehmen müssen investieren: Datenqualität und Nutzer-Orientierung im Fokus
Herausgeber:
Prof. Harald Eichsteller, Hochschule der Medien
Prof. Dr. Jürgen Seitz, Hochschule der Medien
http://spr.ly/CustExSS Reaching and engagement consumers in retail is more difficult than ever. Do you want to break through the clutter, create loyal customers, and receive the benefits of advocacy? Discover the possibilities today!
Customer centricity: still in its infancy? presented by Ramon Pardo, Managing Director InSites Consulting NL for SAS. The purpose of this SAS research in collaboration with InSites Consulting was to validate a customer centric framework across industries and thus understand the progress organisations from different service industries have made in becoming more customer centric.
Live Webinar: Insights2020 Readout | Driving Growth Through Customer CentricityLinkedIn
LinkedIn and Millward Brown Vermeer review Insights2020, a global initiative focused on uncovering the drivers of customer-centric growth and helping marketing and insights leaders
This is a Futurelab Action Guide I wrote up on the topic of customer centricity.
Before you criticise the small fonts: it's designed for use on a small/computer screen only :-)
Norbert Kraft, Referent Research & Technology, Nokia Siemens Networks
Durch die weltweite Verfügbarkeit, Abdeckung und Nutzung sind Mobile Telekommunikationsnetze heute ein typisches Anwendungsgebiet für 'Big Data' und insbesondere für komplexe Datenanalyseverfahren. Norbert Kraft beschreibt in dieser Session Einsatzszenarien dieser Technologien in der Telekommunikationsindustrie anhand konkreter Beispiele, die im Rahmen eines Forschungsprojektes des Zentralbereiches 'Technologie und Innovation' von Nokia entstanden sind. In einen Entwicklungsprototypen wurden hier Möglichkeiten der Netzausfallvorhersage sowie der Ursachenanalyse für solche Ereignisse untersucht und entwickelt. Hierbei kommen unterschiedliche Data Mining und Machine Learning Verfahren zum Einsatz, z.B. (Un-)supervised Learning, Clustering Verfahren für die Klassifizierung von Kundenprofilen oder Radiozellen sowie eine Zeitreihenanalyse zur Vorhersage von Netzausfällen. Eine wichtige Rolle neben der Erkennung von Fehlerszenarien ist hierbei immer die Ermittlung einer möglichen Fehlerursache, wobei der erkannte Netzfehler mit einer Vielzahl möglicher Einflussgrößen (z.B. SW Konfiguration, Lastprofil) korreliert wird.
Digital first really means customer first without compromise. That is what I learned from visiting more than 50 leading companies in this field of expertise. This presentation shows you the key trends of consumer behavior. This is about the consumer in the future. It's about the consumer in 2020. But the real question is how to deal with this customer. And that is where customer centricity comes in. The digital world creates new opportunities to create new experiences for consumers. This deck takes you on this journey
Customer Journey Mapping and the Customer ExperienceJoost Hoogstrate
Session 1a of the Startupbootcamp "Making You Funnel Work" program by E-commercemanagers.com
This session is about Customer Journey Mapping and it's relevance for Customer Experience Optimization.
Data Mapping Customer Touchpoints - Dawn of the Data Age Lecture SeriesLuciano Pesci, PhD
How are you touching your customer? Most organizations can’t answer this question because they don’t know what the individual touchpoints are, which means assessing the sum total of their impact is impossible. This is because touchpoints with the customer happen across departmental silos, so their effect either goes unmapped (in total) or the data from each touchpoint is limited to department-level strategy. To create a complete customer touchpoint map you have to bridge departmental divides and share information, allowing you to optimize the customer experience by understanding the complete journey from the customer’s perspective.
This Lecture Will:
-TEACH THE BENEFITS OF MAPPING CUSTOMER TOUCHPOINTS.
-SHOW A TOUCHPOINT MAP USING THE CUSTOMER JOURNEY.
-EXPLAIN HOW TO START MAPPING YOUR CUSTOMER TOUCHPOINTS.
You can watch this lecture here: https://youtu.be/nwDfvU-PKsM
The MTL Professional Development Programme is a collection of 202 PowerPoint presentations that will provide you with step-by-step summaries of a key management or personal development skill. This presentation is on "The Customer Focus" and will show you how to stay focused on your customer needs so that you deliver an outstanding product and service.
Financial services is one of the top disrupted industries today and this presentation will look at tips and tricks on how the banking industry can counter digital disruption. The goal of this presentation is to offer innovative ways for banks to transform their marketing strategy. It refers to case study examples of financial companies that are leading the way today with their revolutionary marketing strategies. The presentation also provides workable tasks that you can start using today.
What are the big trends in mobility that will impact you and your business in 2017? What are the things you need to know and the actions you need to take to be successful?
The 2017 mobility trends report by DMI provides insights, research and recommendations on the trends that will impact consumers and organizations and reinvent business. Each trend includes real-life examples.
The presentation this year covers the following areas:
* Customer Experience including innovation, methodologies, multi-channel and IoT
* Big and small data including solving real problems and faster analytics
* Devices including the latest on smartphones, AR/VR and wearables
* Other technologies including winners in the cloud, native-hybrid and progressive web apps and DevOps
* The next big things…
WUA! Digital Excellence 2016 Event: Keynote Daan TamesWUA!
On November 12 we launched the Digital Excellence Program at our HQ in Amsterdam. Our CMO Daan Tames introduced the program at our invite-only event with a great group of clients.
Seamless customer experience management bucharest 26th november 2013Ruben Spekle
Presentation given at the Oracle Customer Xperience Day in Bucharest on the 26th of November. Why ZMOT starts the journey on digitalization and All Channel Experience and how Oracle Products fit in this.
Marketing Funnel - Explained by iStrategist InstituteRushant Pragwat
In this presentation, I am explaining about the Digital Marketing Funnel in the simplest way yet practical and fruitful.
Go through this ppt and I am sure you will learn and understand it thoroughly.
World Product Day 2019 / Product Tank HCMC #9: How to advocate product manage...Amanda Lam
Product Management is relatively new and unfamiliar to many company stakeholders. It has never been a major in colleges, and many people often have misconceptions that Product Managers = Project Managers, or holding a belief that digital Product Managers are just doing "IT".
Arguably, proper Product Management is vital to the longer-term sustainability of most companies. While visionary leaders with product-focused mindset are rare; we shall rely on no others but ourselves to pitch and convince upper management and key stakeholders the necessity to invest time and money into Product Management.
In this talk, we will discuss about:
- how Product Management practices can fit into the context of company strategy
- the key values that Product team drives and delivers to both external (clients / users) and internal (other departments) environments
- the processes that facilitate development of market-responsive products
There is no single formula of success, and each company should adjust and adopt its own unique ways to set up its Product team and strategy according to their talent mixes, business priority, stage of growth and competitive landscape. As such, we anticipate active dialogue and discussions among us so that we can learn our experiences from each other!
Similar to Customer centricity across the digital landscape: Models and best in class examples (20)
Efma distribution summit 2015 physical channels - how wearables can both im...YVON MOYSAN
Internet of Things: international Banking and Insurance wearable apps
Glasses, watches, wristbands, virtual reality headset, iBeacon or even wearable suits… Which bank or insurer have already launched a wearable app and why? What are the features of these apps dedicated to customers or employees? What are customers’ needs and expectations? What are customers’ fears? What are primary customers’ uses ? What are the app features that banks and insurers have already abandoned? What are the future app features or devices that banks and insurers expect to focus on? What are the Internet of Things key figures and projected trends?
This study includes more than 150 slides and covers the major wearables app that banks and insurers have developed so far. More than 70 of them are indeed analyzed. The objectives of the bank or the insurer are presented and illustrated by CEO or Digital Marketing Director verbatim, the main current and future features of the app and first customers’ feedbacks are detailed. In addition, the study includes several relevant links to press articles and videos illustrating the bank or insurer wearable app.
Efma distribution summit 2015 - banking on wearables how does it differ compa...YVON MOYSAN
Internet of Things: international Banking and Insurance wearable apps
Glasses, watches, wristbands, virtual reality headset, iBeacon or even wearable suits… Which bank or insurer have already launched a wearable app and why? What are the features of these apps dedicated to customers or employees? What are customers’ needs and expectations? What are customers’ fears? What are primary customers’ uses ? What are the app features that banks and insurers have already abandoned? What are the future app features or devices that banks and insurers expect to focus on? What are the Internet of Things key figures and projected trends?
This study includes more than 150 slides and covers the major wearables app that banks and insurers have developed so far. More than 70 of them are indeed analyzed. The objectives of the bank or the insurer are presented and illustrated by CEO or Digital Marketing Director verbatim, the main current and future features of the app and first customers’ feedbacks are detailed. In addition, the study includes several relevant links to press articles and videos illustrating the bank or insurer wearable app.
Objets connectés:panorama international des initiatives bancaires - INBanque ...YVON MOYSAN
Objets connectés : panorama international des initiatives bancaires
Lunettes, montres, bracelets ou costumes connectés… Quelles banques se sont déjà positionnées, pourquoi ? Quels sont les services bancaires proposés aux clients et aux conseillers ? Quels sont les attentes et les craintes des clients ? Comment les banques les sensibilisent- ils ? Quels sont les premiers usages qui se développent ? Quelles sont les fonctionnalités déjà abandonnées ? Quels sont les prochains services ou objets envisagés ? Quelles sont les prévisions de marché ?
Par Yvon Moysan (Saint Germain Consulting) avec le témoignage de Julien Gueguen (Crédit Mutuel Arkéa)
Presentation détaillee du Benchmark Objets connectés: Panorama international ...YVON MOYSAN
Benchmark objets connectés: Panorama international des initiatives Banque et Assurance – Janvier 2015
Chiffres clés du marché des objets connectés.
Besoins et attentes des clients. Freins à l’achat et/ou à l’utilisation.
Plus de 70 initiatives objets connectés dans les secteurs Banque et Assurance détaillées et analysées à destination des clients et/ou des agences et/ou des conseillers dans plus de 20 pays.
Communiqué de presse Benchmark Objets connectés: Panorama international des i...YVON MOYSAN
Benchmark objets connectés: Panorama international des initiatives Banque et Assurance – Janvier 2015
Chiffres clés du marché des objets connectés.
Besoins et attentes des clients. Freins à l’achat et/ou à l’utilisation.
Plus de 70 initiatives objets connectés dans les secteurs Banque et Assurance détaillées et analysées à destination des clients et/ou des agences et/ou des conseillers dans plus de 20 pays.
Extrait benchmark Objets connectés: Panorama international des initiatives Ba...YVON MOYSAN
Benchmark objets connectés: Panorama international des initiatives Banque et Assurance – Janvier 2015
Chiffres clés du marché des objets connectés.
Besoins et attentes des clients. Freins à l’achat et/ou à l’utilisation.
Plus de 70 initiatives objets connectés dans les secteurs Banque et Assurance détaillées et analysées à destination des clients et/ou des agences et/ou des conseillers dans plus de 20 pays.
Relation client etude de cas usaa - metlife us et orientationsYVON MOYSAN
Conférence « Assurances et mutuelles sur Internet - Le digital au coeur des nouvelles stratégies client » organisée par CCM Benchmark, le 26 mars 2013. Yvon Moysan, Manager chez csaconsulting, est intervenu sur le thème « Relation client : études de cas USAA / MetLife US et orientations » et a présenté à cette occasion les contraintes particulières au secteur de l'assurance et des mutuelles à prendre en considération en terme de gestion de la relation client, les meilleures pratiques en Amérique du Nord ainsi que la vision de csaconsulting sur cette thématique.
Quels sont les leviers stratégiques utilisés par USAA pour devenir la référence américaine en termes de relation client ? Quelle déclinaison opérationnelle ? Quels sont les enjeux du programme "Customer Centricity" de MetLife ? Quels sont les défis à relever et comment y parvenir ? Existe-t-il un modèle générique de relation client dans le secteur de l'assurance ? Quels seront les axes de développement prioritaires pour les deux prochaines années ?
Évolution des réseaux sociaux dans la banque (US et France) et place dans la ...YVON MOYSAN
Présentation des meilleures stratégies en terme de réseaux sociaux aux Etats Unis et notamment via le cas Citibank. Etat de l'art en France. La vison de csaconsulting sur les réseaux sociaux dans le secteur bancassurance.
Devenir une banque relationnelle de référenceYVON MOYSAN
Présentation des meilleures pratiques en terme de relation client / customer centricity aux Etats Unis et en France. Cas concrets de USAA élue à plusieurs reprises numéro un de la relation client aux US et de ING Direct France également reconnu pour la qualité de la relation client. Etude des principaux leviers. La vision de csaconsulting
The 10 Most Influential Leaders Guiding Corporate Evolution, 2024.pdfthesiliconleaders
In the recent edition, The 10 Most Influential Leaders Guiding Corporate Evolution, 2024, The Silicon Leaders magazine gladly features Dejan Štancer, President of the Global Chamber of Business Leaders (GCBL), along with other leaders.
At Techbox Square, in Singapore, we're not just creative web designers and developers, we're the driving force behind your brand identity. Contact us today.
Understanding User Needs and Satisfying ThemAggregage
https://www.productmanagementtoday.com/frs/26903918/understanding-user-needs-and-satisfying-them
We know we want to create products which our customers find to be valuable. Whether we label it as customer-centric or product-led depends on how long we've been doing product management. There are three challenges we face when doing this. The obvious challenge is figuring out what our users need; the non-obvious challenges are in creating a shared understanding of those needs and in sensing if what we're doing is meeting those needs.
In this webinar, we won't focus on the research methods for discovering user-needs. We will focus on synthesis of the needs we discover, communication and alignment tools, and how we operationalize addressing those needs.
Industry expert Scott Sehlhorst will:
• Introduce a taxonomy for user goals with real world examples
• Present the Onion Diagram, a tool for contextualizing task-level goals
• Illustrate how customer journey maps capture activity-level and task-level goals
• Demonstrate the best approach to selection and prioritization of user-goals to address
• Highlight the crucial benchmarks, observable changes, in ensuring fulfillment of customer needs
Navigating the world of forex trading can be challenging, especially for beginners. To help you make an informed decision, we have comprehensively compared the best forex brokers in India for 2024. This article, reviewed by Top Forex Brokers Review, will cover featured award winners, the best forex brokers, featured offers, the best copy trading platforms, the best forex brokers for beginners, the best MetaTrader brokers, and recently updated reviews. We will focus on FP Markets, Black Bull, EightCap, IC Markets, and Octa.
B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Building Your Employer Brand with Social MediaLuanWise
Presented at The Global HR Summit, 6th June 2024
In this keynote, Luan Wise will provide invaluable insights to elevate your employer brand on social media platforms including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok. You'll learn how compelling content can authentically showcase your company culture, values, and employee experiences to support your talent acquisition and retention objectives. Additionally, you'll understand the power of employee advocacy to amplify reach and engagement – helping to position your organization as an employer of choice in today's competitive talent landscape.
Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
Company Valuation webinar series - Tuesday, 4 June 2024
Customer centricity across the digital landscape: Models and best in class examples
1. conseil organisation management
csa consulting
80 avenue de la Grande Armée ● 75017 Paris
Tél. : +33 (0)1 560 60 20 00
Fax : +33 (0)1 56 60 20 70
www.csaconsulting.fr
Customer centricity across the digital landscape:
Models and best in class examples
EFMA - Customer Week
25th of April 2013
Réussir ensemble
2. Agenda
27/04/2013 2
01010101 InsideInsideInsideInside----out &out &out &out & outsideoutsideoutsideoutside----in approachin approachin approachin approach 3333
02
ING Direct France :ING Direct France :ING Direct France :ING Direct France :
My mobile App is what my customers need not what myMy mobile App is what my customers need not what myMy mobile App is what my customers need not what myMy mobile App is what my customers need not what my
competitors docompetitors docompetitors docompetitors do
7
03 USAA :USAA :USAA :USAA : Customer Centricity as a business modelCustomer Centricity as a business modelCustomer Centricity as a business modelCustomer Centricity as a business model 13
EFMA - Customer Week csaconsulting
3. InsideInsideInsideInside----out & Outsideout & Outsideout & Outsideout & Outside----in approachin approachin approachin approach
27/04/2013
4 LEVELS TO ACHIEVE CUSTOMER CENTRICITY
• A shift from a "if I build it, they will buy it" mindset to a “if
customers have problems, I will find a solution” mindset
FROM AN INSIDE OUT PERSPECTIVE…
• From level 1: Just focus on products, sales, and the
organization…
…TO AN OUSIDE IN PERSPECTIVE
• …To level 4: Put customers 1st in all decisions & actions,
look for creative ways to combine its own capabilities with
suppliers & partners to provide solutions for customers
BEST PRACTICES
• No dedicated industries or geographies : e.g. Best Buy,
Amazon, Apple, Starbuck’s
RESULTS: PRODUCT vs CUSTOMER CENTRIC
• (2001-2007) : Sales : + 134 % vs S&P 500 : + 53 %
Shareholder returns : + 150 % vs S&P 500 : + 14 %
3EFMA - Customer Week csaconsulting
4. How ?How ?How ?How ?
- Transparency
- Fair price
- Coordination: ability
to work together,
bridges between silos
How ?How ?How ?How ?
- Training / Education
- Accountability
- Cooperation:
willingness to work
together
How ?How ?How ?How ?
- Single point of
contact
- Simple products
- 360° touch points
- Co-creation
Csaconsulting Customer Centricity Model
27/04/2013 4
3
1
2
A VISION & A LEADERA VISION & A LEADERA VISION & A LEADERA VISION & A LEADER
LEADING BY EXAMPLELEADING BY EXAMPLELEADING BY EXAMPLELEADING BY EXAMPLE
EFMA - Customer Week csaconsulting
How ?How ?How ?How ?
- Customer first
culture !
- Top Management
engagement
5. Agenda
27/04/2013 5
01 InsideInsideInsideInside----out &out &out &out & outsideoutsideoutsideoutside----inininin approachapproachapproachapproach 3
02020202
ING Direct France :ING Direct France :ING Direct France :ING Direct France :
MyMyMyMy mobilemobilemobilemobile AppAppAppApp isisisis whatwhatwhatwhat mymymymy customerscustomerscustomerscustomers needneedneedneed notnotnotnot whatwhatwhatwhat mymymymy
competitorscompetitorscompetitorscompetitors dodododo
7777
03 USAA :USAA :USAA :USAA : Customer Centricity as a business modelCustomer Centricity as a business modelCustomer Centricity as a business modelCustomer Centricity as a business model 13
EFMA - Customer Week csaconsulting
6. ING Direct France,
A specific model with a unique customer experience
27/04/2013 6EFMA - Customer Week csaconsulting
NNNN°1111 Customer ExperienceCustomer ExperienceCustomer ExperienceCustomer Experience
in Francein Francein Francein France (1)(1)(1)(1)
Founded in 2000Founded in 2000Founded in 2000Founded in 2000
in France : Saving Account
“Livret Epargne Orange””””
2004 : Life Insurance
450 employees
+ 880,000 customers2 ING Direct Café,
Paris & Lyon
2 call centers2 call centers
located in Parislocated in Paris
&& ReimsReims
Online bankingOnline bankingOnline bankingOnline banking
modelmodelmodelmodel
2009 : Checking
account
No branchesNo branchesNo branchesNo branches
(1) Etude CCM Benchmark Group : Banque en ligne : le point de vue des clients, 2012
7. ING Direct Culture
27/04/2013 7EFMA - Customer Week csaconsulting
CUSTOMER EXPERIENCE UNDERSTANDING
• Employees are all ING Direct customers. Test each new
product or service in order to embrace the customer experience in
their day-to-day life.
EMPLOYEE ENGAGEMENT
• In case of unusual peak of activity : all employees can be
mobilized to answer to customers’ phone calls and emails
EMPLOYEE INTEGRATION
• First days, any new employee has to spent few hours in each
department that works closely with customers
CULTURE OF EMPATHY
• « Every ING Direct product or service can be understood or
managed without any instruction»
GOVERNANCE & ORGANIZATION
• Dedicated governance per project
• Few levels of hierarchy, « task force » mode is fostered
• Monthly International best practices sharing
« Top Employeur » Label
in 2013 (the only bank)!
8. Customer centricity across the digital landscape
27/04/2013 8EFMA - Customer Week csaconsulting
TOUCHPOINTS AS A METHOD
• Provide an answer for all identified key moments to inform /
reinsure customers
360° TOUCHPOINTS AS A SOLUTION
• Every product / service are created taking in account a 360°
« multichannel » customer view
PROVIDE A SOLUTION TO CUSTOMER NEEDS
• Every development is assessed on customer needs or products
and services real usage
PERSONA-CENTRIC DIGITAL EXPERIENCE
• The behaviors are analyzed by profile, channel, usage and
time of the day
CRM : A FOCUS ON CUSTOMER BEHAVIOURS
• « Everything is tracked. Quantitative elements: movements,
first calls, second calls, emails… and qualitative elements: channel,
latency, profile, etc. »
9. Case Study : the mobile App (1/2)
27/04/2013 9EFMA - Customer Week csaconsulting
PROJECT ORGANIZATION BASED ON COOPERATION
• Mid 2010 : « agile method » on a 3-month basis to design
customers expected ergonomics.
• Before launch: submitted to beta testers and to Apple. After: a
post test done 2 months later
A NEW VERSION… AGAIN… AND AGAIN…
• Design of a customers needs / complexity roadmap
• Every 4 months: a new version taking into account customers
feedbacks / suggestions
2nd : BENCHMARKING & BEST PRACTICES SHARING
• International Benchmark & collaboration with international experts
NO CUSTOMER NEEDS : NO MOBILE APP
• 2008: emergence of mobile apps, but not at ING Direct, because
customers had no needs (« Epargne Orange »)
• June 2009: checking account is launched : needs emerge
1st : LISTEN TO CUSTOMER
• Customer needs and expectations per persona identification in
a private blog. Basic functionalities, options & experience are
identified: simple, useful, interactive, fun and personalization
Michel Sutter, Apple
Worldwide Developer Relations
Partnership Manager
10. Case Study : the mobile App (2/2)
27/04/2013 10EFMA - Customer Week csaconsulting
… To PREPARE CONVERGENCE
• 2013: Internet website redesigned to offer a unique “big
screen” customer experience (e.g Facebook, Ventes-privées…)
CONVERGENCE: SOONLY ON ALL DEVICES
• Smartphone app and mobile website will also change to converge
in a unique & global customer experience on all devices.
iPAD APP AS A LAB…
• Sept. 2012, a new iPad App very close to the Mobile App
Customer experience was launched : a Lab to design the future
“big screen” customer experience
KEY RESULTS (1)
• Customers using Mobile App are : more satisfied (+ 10 pts),
would more easily recommend ING Direct ( + 12,2pts), subscribe
products (+9,2pts) & use ING Direct as their main Bank (+10,4pts)
MAIN FINDING
• Customers use different devices in a complementary way but
have very different customers experience
An ING Direct Multi-screen
customer’s classic day
(1) : « Etude de satisfaction clients ING Direct 2012 », emo insights, dec 2012.
11. The Mobile App results
27/04/2013 11EFMA - Customer Week csaconsulting
Not the most downloaded app, but the best rated in France !
+ 10 visits / month
Considered as a best practice at ING Group (duplicated in Spain,
Luxembourg, Poland, Czech Republic)
12. … & 1st results on the “Big Screen” customer experience !
13. Agenda
27/04/201313
01 InsideInsideInsideInside----out & outsideout & outsideout & outsideout & outside----in approachin approachin approachin approach 3
02
ING Direct France :ING Direct France :ING Direct France :ING Direct France :
My mobile App is what my customers need not what myMy mobile App is what my customers need not what myMy mobile App is what my customers need not what myMy mobile App is what my customers need not what my
competitors docompetitors docompetitors docompetitors do
7
03030303 USAA :USAA :USAA :USAA : Customer Centricity as a business modelCustomer Centricity as a business modelCustomer Centricity as a business modelCustomer Centricity as a business model 13131313
EFMA - Customer Week csaconsulting
14. USAA : a military culture
27/04/2013 14EFMA - Customer Week csaconsulting
USAA = United ServicesUSAA = United ServicesUSAA = United ServicesUSAA = United Services
Automobile AssociationAutomobile AssociationAutomobile AssociationAutomobile Association
Founded in 1922 by militaryFounded in 1922 by militaryFounded in 1922 by militaryFounded in 1922 by military
members, for militarymembers, for militarymembers, for militarymembers, for military
membersmembersmembersmembers
9,3 million members
24 000 employees
100% held by its members2011 Revenues:
$ 19 Bn
Auto insurance, thenAuto insurance, then
homehome
Marketing directMarketing directMarketing directMarketing direct
pioneerpioneerpioneerpioneer
80’s : launch of banking
activities
No intermediaries inNo intermediaries inNo intermediaries inNo intermediaries in
the retail processthe retail processthe retail processthe retail process
San Antonio, TX
15. USAA : a strong leadership culture
27/04/2013 15EFMA - Customer Week csaconsulting
Service comes
first
R. McDermott (CEO 69-93)
The various CEOs showed veryThe various CEOs showed very
strongstrong leadershipleadership,, valuesvalues andand
visionvision
Intense communication to members,Intense communication to members,
around shared values, close toaround shared values, close to
the daily concerns of military staffthe daily concerns of military staff
A Customer Experience team to
listen to the voice of customer
and answer to their needs
A comprehensive integration process forA comprehensive integration process for
new joiners, to have them adhere tonew joiners, to have them adhere to
the culture and values of USAAthe culture and values of USAA
16. USAA : N°1 Customer Experience, retailers included
27/04/2013
NNNN°2 Customer2 Customer2 Customer2 Customer
Experience ExcellenceExperience ExcellenceExperience ExcellenceExperience Excellence
in the U.S. (2012in the U.S. (2012in the U.S. (2012in the U.S. (2012 –––– NNNN°1111
en 2011)en 2011)en 2011)en 2011)
100 Best Companies to100 Best Companies to100 Best Companies to100 Best Companies to
Work For (2010Work For (2010Work For (2010Work For (2010----2013)2013)2013)2013)
Customer Service
Champion in Insurance
(2011, 2012)
NNNN°1 Best Place to Work1 Best Place to Work1 Best Place to Work1 Best Place to Work
in IT (2010in IT (2010in IT (2010in IT (2010----2012)2012)2012)2012)
16EFMA - Customer Week csaconsulting
N°1 Forrester Customer
Experience Index 2011
(1st time non retailer)
50 Best Employers of
Latinas in the U.S.
(2001-2012)
17. Employees engagement
27/04/2013
ESPRIT DE CORPS CULTURE
• Integration of minorities, of military staff relatives. Internal
social networks.
ENGAGEMENT
• « Pride Principles » : “exceed customer expectations, be a leader,
participate and contribute, work as a team, share knowledge, keep it
simple, listen and communicate…”
TRAINING & PROMOTION
• Coaching et intense Education (3% of yearly budget vs insurance
industry at 1.5%)
INNOVATION AS A LEVER TO FOSTER COOPERATION
• 30-day competition where IT and business employees work
together: 8 000 ideas, 95% of employee participation rate, 247
patents… (2011)
… AND COORDINATION
• Agile lab : designs, implements and enhance through quick
iterations, tested “live” with real customer calls, IT and business
teams working together
17EFMA - Customer Week csaconsulting
18. An outstanding customer experience
27/04/2013 18EFMA - Customer Week csaconsulting
TRANSPARENCY
• Rating of products and comments on the website
CO-CREATION & COMMUNITIES
• I am USAA Blog : customers focused on their USAA customer
experiences
• Military Spouses & Veterans communities
PROCESSES ARE CUSTOMER ORIENTED
• Simplification of painful situations (a single phone call is
necessary in case of death of a relative)
EVP CUSTOMER CUSTOMER EXPERIENCE
• A Head of the voice of the customer, responsible for 9,000
USAA employees among 24,000.
PRODUCTS ARE SIMPLE
• Products developed taking in account customer experience.
• My USAA on Facebook
Wayne Peacock
EVP Customer
Experience
19. Auto circle : the result of an outside-in approach
27/04/2013 19
Illustration de la volonté de connaissance client approfondie pour apporter une réponse globale à une problématique, non
plus pour vendre un produit
USAA vise l’expérience client et non plus la seule satisfaction client vis-à-vis d’un produit ou service
Ouverture à des partenaires, pour adresser l’expérience client de bout en bout
AUTO & HOME CIRCLES : PROGRAMMESAUTO & HOME CIRCLES : PROGRAMMESAUTO & HOME CIRCLES : PROGRAMMESAUTO & HOME CIRCLES : PROGRAMMES «««« TOUTTOUTTOUTTOUT----ENENENEN----UNUNUNUN »»»»
Financer3Assurer 4
Négocier2Entretenir 5
Chercher1Revendre 6
USAA
Financer3Assurer 4
Négocier2Entretenir 5
Chercher1Revendre 6
USAA
Illustration de la volonté de connaissance client approfondie pour apporter une réponse globale à une problématique, non
plus pour vendre un produit
USAA vise l’expérience client et non plus la seule satisfaction client vis-à-vis d’un produit ou service
Ouverture à des partenaires, pour adresser l’expérience client de bout en bout
AUTO CIRCLES :AUTO CIRCLES :AUTO CIRCLES :AUTO CIRCLES : «««« A SOLUTION, NOT A PRODUCTA SOLUTION, NOT A PRODUCTA SOLUTION, NOT A PRODUCTA SOLUTION, NOT A PRODUCT»»»»
Financer3Assurer 4
Négocier2Entretenir 5
Chercher1Revendre 6
USAA
Finance3Insure 4
Negotiate2Maintain 5
Search1Resell 6
USAA
EFMA - Customer Week csaconsulting
Finance3Insure 4
Negotiate2Maintain 5
Search1Resell 6
USAA
20. Your contacts csaconsulting
27/04/2013 20
csa consulting
80, avenue de la Grande Armée
75017 Paris
Tél. : +33 (0)1 56 60 20 00
Fax : +33 (0)1 56 60 20 70
www.csaconsulting.fr
Yvon MoysanYvon MoysanYvon MoysanYvon Moysan
Manager
Mobile : +33 (0)6 21 54 51 65
ymoysan@csaconsulting.fr
csa consulting
80, avenue de la Grande Armée
75017 Paris
Tél. : +33 (0)1 56 60 20 00
Fax : +33 (0)1 56 60 20 70
www.csaconsulting.fr
Olivier MucciOlivier MucciOlivier MucciOlivier Mucci
Directeur Associé
Mobile : +33 (0)6 24 62 58 20
omucci@csaconsulting.fr
Questions & Answers ?
EFMA - Customer Week csaconsulting