IS&ICT Semester1 Presentation

1. BAHI Emna SEAN Lak-Chhay SOUAYAH May Profit from Customer Data by Identifying Strategic Opportunities and Adopting the “Born Digital” Approach 12/2/2009 1 Team 3_2_Lak-Chhay

2. Profit from Customer Data Customer Data Collect information CRM and BI Extraction of value Profitability 12/2/2009 2 Team 3_2_May CRM Marketing Follow client Listen to client voice Design and developoffer BI Active research and process of essential information to face competition

3. BFP stands for Business FrequencyPurchase B F P CUSTOMIZABILITY 12/2/2009 3 Team 3_2_May by Identifying Strategic Opportunities …4 Data-Driven Strategy

4. BFP stands for Business FrequencyPurchase B F P MINIMIZE COSTS CUSTOMIZABILITY 12/2/2009 4 Team 3_2_Lak-Chhay by Identifying Strategic Opportunities …Minimize Costs (1/4) Minimum cost for Business and Customer Littlepossibility to get relevant data about customers Exclusive fly-in destination

5. REWARD LOYALTY BFP stands for Business FrequencyPurchase B F P MINIMIZE COSTS CUSTOMIZABILITY 12/2/2009 5 Team 3_2_Lak-Chhay by Identifying Strategic Opportunities …Reward Loyalty (2/4) Business: Profitability and Rewardbehavior Customer: Standardisedproducts Harrah’s Entertainment

6. REWARD LOYALTY PERSONALIZE INTERACTIONS Collect relevant data Adaptitsstrategy Differentiationfromcompetitors BFP stands for Business FrequencyPurchase B F P MINIMIZE COSTS CUSTOMIZABILITY 12/2/2009 6 Team 3_2_Emna_May by Identifying Strategic Opportunities …Personalize Interactions (3/4) Ritz-Carlton

7. REWARD LOYALTY PERSONALIZE INTERACTIONS Collect exhaustive data Develop model to attractpotentialcustomers BFP stands for Business FrequencyPurchase B F P MINIMIZE COSTS ACQUIRE CUSTOMERS CUSTOMIZABILITY 12/2/2009 7 Team 3_2_Emna by Identifying Strategic Opportunities …Acquire Customers (4/4) ‘One-shot’ WeddingReception Cruise Lines

8. Digital materials coming from the digital domain Consequently have no print or analog counterpart … and Adopting the “Born Digital” Approach 12/2/2009 Team 3_2_Lak-Chhay 8

9. Why is the problem addressed important? 12/2/2009 9 Team 3_2_May Length of the CRM’s set up Training and involvement of the users

10. REWARD LOYALTY PERSONALIZE INTERACTIONS B F P BFR stands for Business FrequencyPurchase MINIMIZE COSTS ACQUIRE CUSTOMERS CUSTOMIZABILITY 12/2/2009 10 Team 3_2_Lak-Chhay Why is the problem adressed important? 4 Data-Driven Strategy

12. Forward-thinking

14. Conclusion Value of a customer The aim of CRM is to be listening to customers in order to respond to their needs and to develop the loyalty. CRM allows each department of a company to access to a common IS in order to improve the knowledge of their customers and to meet their expectations. What about Ethics? 12/2/2009 12 Team 3_2_Emna

15. 12/2/2009 Team 3_2_Emna_Lak-Chhay_May 13 Thank YOU for your attention AnyQUestions? Debriefing