This document summarizes Salmat's evolution from being channel-centric to becoming customer-centric. It discusses how Salmat helps businesses deliver personalized, multi-channel customer experiences. It outlines Salmat's new operating model of discover, define, build and test, and report and review. The document also provides a case study example of how Salmat is working with a leading department store to increase customer loyalty and spending through single customer views, targeted campaigns, and real-time personalized offers.
Go live and enjoy the benefits of digital platform software services at: https://www.mintm.com/ simply deploys Camera, media player, computer or phone and let them do the job automatically you wanted to do.
Sandy Ghuman Sky "SKY’S INNOVATIVE USE OF DATA AND TECHNOLOGY FOR AUDIENCE TA...CIO Edge
Nordics Digital Enterprise Festival Copenhagen 7th February 2019
Sky’s digital targeting strategy leverages both on- and offline user behaviours to customise the digital experience in inbound and outbound; this session will look at the integration and innovative use of their tech stack to make this approach possible, including how they are using 1st, 2nd and 3rd party data.
Grab 241 tickets for our Stockholm event here www.digitalenterprisefest.com/nordics
Outline: Tasked with Transforming RWWA by producing a Digital Lens on the Business Strategy. Melanie sets out the steps she took to deliver business value by growing and transforming RWWA’s organisational culture during the age of digital disruption; how she promoted a customer led business vision by leading the 'can-do' philosophy by getting buy in from RWWA’s CEO, Board, C-Suite and business leaders.”
Melanie Sinton is the Chief Information Officer at Racing and Wagering Western Australia. Melanie and her Information Services team are responsible for RUN, GROW and TRANSFORM, focusing on the Business Value of IT investments and “portfolio-based thinking”. This is achieved by maintaining the strategic oversight, direction and technical innovation to help RWWA respond with agility on all information service requirements for RWWA.
Melanie has put together a Digital Strategy, implemented a new top-down Agile management process, set up a special experimental process & technical lab, and led the charge in RWWA’s digital growth by setting up a Corporate Visual PMO.
Surviving the new retail reality | Ard van Leeuwen | KegaMooreStephensBE
Op 8 oktober 2015 organiseerden Moore Stephens Belgium en DRV Accountants & Adviseurs het kenniscongres E-commerce in Brasschaat. Eén van de sprekers was Ard van Leeuwen namens Kega. Hij vertelde ondernemers meer over omnichannel verkoop.
Go live and enjoy the benefits of digital platform software services at: https://www.mintm.com/ simply deploys Camera, media player, computer or phone and let them do the job automatically you wanted to do.
Sandy Ghuman Sky "SKY’S INNOVATIVE USE OF DATA AND TECHNOLOGY FOR AUDIENCE TA...CIO Edge
Nordics Digital Enterprise Festival Copenhagen 7th February 2019
Sky’s digital targeting strategy leverages both on- and offline user behaviours to customise the digital experience in inbound and outbound; this session will look at the integration and innovative use of their tech stack to make this approach possible, including how they are using 1st, 2nd and 3rd party data.
Grab 241 tickets for our Stockholm event here www.digitalenterprisefest.com/nordics
Outline: Tasked with Transforming RWWA by producing a Digital Lens on the Business Strategy. Melanie sets out the steps she took to deliver business value by growing and transforming RWWA’s organisational culture during the age of digital disruption; how she promoted a customer led business vision by leading the 'can-do' philosophy by getting buy in from RWWA’s CEO, Board, C-Suite and business leaders.”
Melanie Sinton is the Chief Information Officer at Racing and Wagering Western Australia. Melanie and her Information Services team are responsible for RUN, GROW and TRANSFORM, focusing on the Business Value of IT investments and “portfolio-based thinking”. This is achieved by maintaining the strategic oversight, direction and technical innovation to help RWWA respond with agility on all information service requirements for RWWA.
Melanie has put together a Digital Strategy, implemented a new top-down Agile management process, set up a special experimental process & technical lab, and led the charge in RWWA’s digital growth by setting up a Corporate Visual PMO.
Surviving the new retail reality | Ard van Leeuwen | KegaMooreStephensBE
Op 8 oktober 2015 organiseerden Moore Stephens Belgium en DRV Accountants & Adviseurs het kenniscongres E-commerce in Brasschaat. Eén van de sprekers was Ard van Leeuwen namens Kega. Hij vertelde ondernemers meer over omnichannel verkoop.
Tailor-made BV Mobile Point of Sale Systems for Wholesalers and RetailersMike Taylor
Small or large business everyone wants to see new technology incorporated into their business experiences. They use smartphones and tablets in their everyday lives, so there’s no reason why businesses shouldn’t provide the same innovation and convenience and due to this reason Brainvire come with BV POS with new features for Wholesalers and Retailers to make their sales more easy and profitable. To get more visit: http://www.brainvire.com/brainvire-pos/
Wego Programmatic Ad Journey ATS Singapore 2014Ricki Mulia
This is the presentation I gave at ATS Singapore 2014 on 7th July 2014. It gives a rundown of Wego's journey and continuing investment into our Programmatic Ad Strategy.
Value Creation Automation CRM is an advanced technology-driven platform which helps you manage your customer relationships and improve brand loyalty. VCA can manage complete customer lifecycles, determine value and income potential from sales, and ensure your customer database remains updated.
Efficient Digital Signage With Queue Management SystemONLINET Group
How to make a Digital Signage application efficient with Queue Management System. Forget the queuing and ineffective advertising. Control your customer flow and reach your target audience with targeted content.
Digitale Technologie ontwikkelt zich snel. Voor bestaande systemen en business modellen gaat het soms te snel of disruptief. Digitaal voelt ook wel als een hinderlijke onderbreking van je werk.
Bij T-Mobile Nederland bereiken we meer met Digitale Technologie, met een focus op altijd blijven leren. Door aandacht voor een nieuwe, digitale mindset komen we zo in de juiste flow.
Sublim kundeservice handler om at se mulighederne. Og om at have adgang til de data, der kan gøre dem til virkelighed. Er det på plads, kan du med hjælp af de digitale værktøjer som IoT, Predictive Analytics, Machine Learning og begreber som Customer First Advocacy give dine servicemedarbejdere i marken et enestående grundlag for at skabe kunder, der ikke bare er tilfredse, men tæt på afhængige. Det handler først og sidst om samspil og fælles fundament – og med Microsoft Dynamics CRM 2016 er det ikke længere teknologien, der sætter grænser for, hvad du kan.
How Banks can Minimize the waiting frustrationQwaiting
A long queue in banks is not something new. We are sure everyone must experience it.
But the question is, are banks doing anything to minimize it? Through this infographic, we are trying to highlight some of the main strategies that can be adopted by banks in order to minimize the waiting frustration. Do check it out!
LOCATION ANALYTICS ADDS NEW POWER TO RETAIL BUSINESS DECISIONS
Traffic counting is highly valuable for store conversion and staffing. But what if you had traffic data at the department and even end-cap level?
Knowing how many people visit each department, when they visit, for how long and what they do after visiting
specific locations provides a data-driven basis to determine conversion rate at the departmental — or even the
brand or end-cap — level. Accurate, privacy-compliant insights from iInside inform your decisions, can substantially
improve performance and power better, faster marketing, merchandising and store operations processes.
Blazedream Technologies - Best eCommerce web development company with highly experienced professionals for responsive design, module & app development, payment gateway & shipping integration and maintenance
Stena Line är ett av världens största färjerederier och har funnits sedan 1967. År 2018 är Stena Line en av branschens pionjärer i att använda AI för att veta mer om vad kunden vill ha – och anpassa erbjudandet efter den kunskapen. Rune Kleiberg kommer till Brand in West för att berätta om hur Stena Line använder AI för att skapa fler och bättre affärer.
Relentless Connected Mobile Experiences (CMX) Cloud ... Discover valuable insights with Wi-Fi and location analytics. ... drop components to create brand-compliant portals with multiple on-boarding options (self-registration, social login, text message).
Pioneering a Journey of Organisational Transformation and Success | Talent Co...LinkedIn Talent Solutions
Learn how Anastasia Liberatos elevated the role of talent acquisition from tactical to strategic adviser within Salmat, Australia's leading multichannel communications company, in just over two years.
Learn more about LinkedIn Talent Solutions: http://linkd.in/1bgERGj
Subscribe to the LinkedIn Talent Blog: http://linkd.in/18yp4Cg
Follow the LinkedIn company page: http://linkd.in/1f39JyH
Tweet with us: http://bit.ly/HireOnLinkedIn
Tailor-made BV Mobile Point of Sale Systems for Wholesalers and RetailersMike Taylor
Small or large business everyone wants to see new technology incorporated into their business experiences. They use smartphones and tablets in their everyday lives, so there’s no reason why businesses shouldn’t provide the same innovation and convenience and due to this reason Brainvire come with BV POS with new features for Wholesalers and Retailers to make their sales more easy and profitable. To get more visit: http://www.brainvire.com/brainvire-pos/
Wego Programmatic Ad Journey ATS Singapore 2014Ricki Mulia
This is the presentation I gave at ATS Singapore 2014 on 7th July 2014. It gives a rundown of Wego's journey and continuing investment into our Programmatic Ad Strategy.
Value Creation Automation CRM is an advanced technology-driven platform which helps you manage your customer relationships and improve brand loyalty. VCA can manage complete customer lifecycles, determine value and income potential from sales, and ensure your customer database remains updated.
Efficient Digital Signage With Queue Management SystemONLINET Group
How to make a Digital Signage application efficient with Queue Management System. Forget the queuing and ineffective advertising. Control your customer flow and reach your target audience with targeted content.
Digitale Technologie ontwikkelt zich snel. Voor bestaande systemen en business modellen gaat het soms te snel of disruptief. Digitaal voelt ook wel als een hinderlijke onderbreking van je werk.
Bij T-Mobile Nederland bereiken we meer met Digitale Technologie, met een focus op altijd blijven leren. Door aandacht voor een nieuwe, digitale mindset komen we zo in de juiste flow.
Sublim kundeservice handler om at se mulighederne. Og om at have adgang til de data, der kan gøre dem til virkelighed. Er det på plads, kan du med hjælp af de digitale værktøjer som IoT, Predictive Analytics, Machine Learning og begreber som Customer First Advocacy give dine servicemedarbejdere i marken et enestående grundlag for at skabe kunder, der ikke bare er tilfredse, men tæt på afhængige. Det handler først og sidst om samspil og fælles fundament – og med Microsoft Dynamics CRM 2016 er det ikke længere teknologien, der sætter grænser for, hvad du kan.
How Banks can Minimize the waiting frustrationQwaiting
A long queue in banks is not something new. We are sure everyone must experience it.
But the question is, are banks doing anything to minimize it? Through this infographic, we are trying to highlight some of the main strategies that can be adopted by banks in order to minimize the waiting frustration. Do check it out!
LOCATION ANALYTICS ADDS NEW POWER TO RETAIL BUSINESS DECISIONS
Traffic counting is highly valuable for store conversion and staffing. But what if you had traffic data at the department and even end-cap level?
Knowing how many people visit each department, when they visit, for how long and what they do after visiting
specific locations provides a data-driven basis to determine conversion rate at the departmental — or even the
brand or end-cap — level. Accurate, privacy-compliant insights from iInside inform your decisions, can substantially
improve performance and power better, faster marketing, merchandising and store operations processes.
Blazedream Technologies - Best eCommerce web development company with highly experienced professionals for responsive design, module & app development, payment gateway & shipping integration and maintenance
Stena Line är ett av världens största färjerederier och har funnits sedan 1967. År 2018 är Stena Line en av branschens pionjärer i att använda AI för att veta mer om vad kunden vill ha – och anpassa erbjudandet efter den kunskapen. Rune Kleiberg kommer till Brand in West för att berätta om hur Stena Line använder AI för att skapa fler och bättre affärer.
Relentless Connected Mobile Experiences (CMX) Cloud ... Discover valuable insights with Wi-Fi and location analytics. ... drop components to create brand-compliant portals with multiple on-boarding options (self-registration, social login, text message).
Pioneering a Journey of Organisational Transformation and Success | Talent Co...LinkedIn Talent Solutions
Learn how Anastasia Liberatos elevated the role of talent acquisition from tactical to strategic adviser within Salmat, Australia's leading multichannel communications company, in just over two years.
Learn more about LinkedIn Talent Solutions: http://linkd.in/1bgERGj
Subscribe to the LinkedIn Talent Blog: http://linkd.in/18yp4Cg
Follow the LinkedIn company page: http://linkd.in/1f39JyH
Tweet with us: http://bit.ly/HireOnLinkedIn
19 Final Slide Ideas for Concluding Your PresentationStrongpages
How should you end your presentation? What should your "last slide" display? This deck shows 19 different ideas to give your presentation the right conclusion. Produced by http://www.strongpages.com/
How to Achieve World Class Customer Experience through Insightful IT Bobhallahan
An amazing overview of how some of the Worlds top companies are achieving awesome customer experience through ingenious IT and brilliant Data intelligence, resulting in massive customer loyalty, repeat business monetization and sky high profits.
Here the slides for the talk I am giving at an event organized by Enterprise Ireland. I am quite honored to speak together with Prof Henry Chesbrough, author of Open Business Models... He is opening the conference with his talk, while I am concluding.
Redefine the Delivery of Financial Services Journeys That Clients LOVE! [inQu...Antony Adelaar
This is the slideware used in a live inQuba & Microsoft webinar hosted on the 23rd of September 2020.
Recording here: https://youtu.be/J89zWhnpCb4
Do you want to learn how to use digital platforms in the FSI industry to stay relevant to your customers in the Digital Economy?
Join inQuba MD, Trent Rossini, and Microsoft FSI Sales Lead, Servaas Venter, in an upcoming webinar, where you’ll learn:
• When and why customers are likely to lapse
• How to nudge customers to achieve their signup goals
• The actions you can take to retain high risk customers
• How to obtain continuous customer feedback during their journey
• How to augment your legacy systems with modern digital platforms
• How to kick off conversion and retention programmes for your customers
Learn how to redefine the delivery of Financial Services client journeys that customers LOVE!
Breaking down silos for organisational good. CRM for charity communicators co...CharityComms
Aaron Woods, solutions architect, British Red Cross
Visit the CharityComms website to view slides from past events, see what events we have coming up and to check out what else we do. www.charitycomms.org.uk
Building an Effective Customer Experience within the ETA Risk GuidelinesAgreement Express Inc.
In order to provide a great customer onboarding experience, merchant acquirers should first consider improving the underwriting process. This webinar challenges merchant acquirers to go beyond the “status quo” in payments by first unpacking the challenges of the risk process, before building an incredible customer experience.
With the ETA’s Risk Guidelines as a guiding principle, Recombo CEO, Mike Gardner takes attendees through the necessary steps to understand the modern merchant, provide the tools to improve customer experience, and critically examine the underwriting process.
Personalization - The key to customer engagement
How to improve revenue by improving customer experience and personalization.
You can expect to learn
Creating single view of customer
Identify mechanics to push customer into a single incentive program
Driving constant engagement with customer
Building customer engagement via Loyalty Program
Grow direct bookings and reduce distribution cost by engaging with customers regularly
Peter Lyon. "Scaling your SaaS business with Customer Success (and boost your...Octopus Events
OK, you’ve just achieved $1M (or more) in ARR and ready to start scaling your SaaS business. Investing in Sales and Marketing is the obvious choice, but focusing Customer retention can also help drive up your revenue. Simply put, you need to hold on to those customers that cost you so much in sales and marketing but you may need to let the ones that are draining you of expensive engineering. This talk will cover the following:
1. Why the VC’s want you to have a Customer Success plan?
2. When do I know I need to create my first Customer Success role/function?
3. What are the foundations of Customer Success?
4. What are the quick wins for Customer and Revenue retention?
5. What are the key metrics to use to gauge successful customer and revenue retention?
Engage in an over-arching discussion about how CRM can solve your organizational business challenges and demonstrate winning results. By illustrating the wide range of features available in CRM, join the team at BAASS, as we explore the benefit of installing cross functional CRM beyond ERP and contact management.
Share your thoughts and ideas in an “around- the-room” open table discussion to help us quantify the
relevant CRM requirements for your business.
How do you earn loyalty from someone you’ve never met?
According to a recent business insider study on banking, nearly 40% of millennials have not set foot inside a physical branch in the last year.*
With digital disruption in full effect, it’s important for banks and credit unions to invest wisely in their online experiences. With the right strategies in place, it’s possible to take control of the digital journey and offer both convenience and the personal touch that will earn long-term loyalty.
Join Qualtrics industry expert Bruce Paul and special guest Kelly McManus from Capital One as they host an interactive webinar.
How to Benefit From Digital Disruption in Banking
Learn how to earn customer loyalty from millennials, and everyone else, in a mobile age where customers are increasingly opting for digital interactions instead of face-to-face visits.
Veterans Alliance Resourcing, Inc. (VAR) is a Service Disabled Veteran Owned Small Business (SDVOSB) providing complete end-to-end service supply chain solutions and high technology business development services. As seasoned industry veterans, we are more than just another technology consulting group. Our team brings decades of experience in developing and executing creative service solutions.
inQuba: From Customer Journey Mapping to Journey Orchestration [Aus Webinar]Antony Adelaar
This is the slideware that was used during the live webinar hosted by inQuba, in Australia, on the 9th May 2019. The recording is available here: https://youtu.be/UvfxepGMoPw
While customer journey maps are interesting and offer a view of what business anticipates, they’re conceptual at best. Real customer journeys can only be built by data (the things customers really do), and today’s business needs approaches to influencing the very journeys being discovered. This is Customer Journey Orchestration.
IMAGINE YOU COULD ANTICIPATE & FIX THE CUSTOMER JOURNEYS OF TOMORROW, SYSTEMATICALLY.
Identifying today’s customers that are in distress is important, because we want to intervene and reinvent their experiences. Equally important is the ability to anticipate customers who will be in trouble tomorrow, and intervene proactively. It’s systematised service recovery, and ultimately customer retention.
Customer Journey Management, and specifically Customer Journey Orchestration, introduces break-through thinking and techniques for intervening and nudging in a way that keeps and grows customers.
Our speakers answered the following questions:
• How do you discover and visualize the real customers' journeys as they navigate your products and channels?
• How do you intervene and correct poor customer experiences?
• How do you anticipate customer churn, in real time?
• How do you anticipate tomorrow’s poor experiences and nudge customers proactively?
• How do you do all this at scale?
Speakers:
MARGOT BIRBECK (Director, inQuba Australia)
ANTONY ADELAAR (Head of Product, inQuba)
For further information, please visit us here: https://www.inquba.com/
Mail us here: info@inquba.com
CONNECT
Facebook: https://www.facebook.com/inQubaCX/
Twitter: https://twitter.com/inQubaCX
LinkedIn: https://www.linkedin.com/company/inquba/
5. As a leading provider of marketing solutions in Australia and New
Zealand, we help businesses deliver the best customer experience
across digital and traditional channels.
Salmat enables
multi-channel
customer experience
WHO WE ARE
www.
Customer
path to purchase
Pre-Purchase
Engagement
& Acquisition
Campaign
Management
Point of Purchase
Conversion
Commerce
& Search
Post Purchase
Retention
Customer Loyalty
Customer
path to purchase
Across Salmat's
core service pillars
Single Customer View
6. WHO WE ARE
CAMPAIGN MANAGEMENT SEARCH
MESSAGENET DATA
LOYALTY COMMERCE
DESIGN STUDIO
We service over 200 clients across all key market verticals from retail to
telecom/utilities.
9. WEHAVE
EVOLVED
BECAUSE
CUSTOMERS
HAVE EVOLVED
and they expect:
• A single, seamless, well
orchestrated conversation.
• Their online world meshes with
their offline experiences.
• To be empowered to make well
informed, timely choices.
10. CUSTOMERS
HAVEEVOLVED
WHAT THIS
MEANS FOR THE
MARKETERS:
• They must listen, learn and act
quickly (agility).
• They must aggregate and mine
for actionable customer data
& insights.
• They must execute real time
communication that are highly
relevant and makes impact.
11. HAVE YOU
ASKED
YOURSELF...
• What resources do you have
in place?
• How will you act on these
insights?
• What tools will you have to
help to see it through?
WHAT
MARKETERS
NEED
16. • Agree strategic
goals, scope,
deliverable +
outcomes.
• Deep dive on
available data
• Map customer
lifecycle to the
goals and
outcomes
• Define the
programs in
detail (onboard/
re-engage/ best
channel)
• Define the content
required for each
program &
campaign
• Build and test
templates
• Build preference
centre
• Create data
connections
• Implement
programs
• Review
performance
metrics
• Optimisation of
programs
• Plan future
programs
& channel
connections
discover define build
& test
report
& review
our approach
17. SALMAT INFLUENCE™
SOPHISTICATION
VALUE ADDED SERVICES:
QUICKSTART ONBOARDING
PROGRAMME & OPTIMISE
REVIEW SESSIONS
ACTIVATE
BROADCAST
AUTOM
ATE
IN
TERACT
ADVOCATE
>>>>>>>>>>>
>>>
>>>>>>>>>
>>>>>>>>>>>>>
>>>>>>>>>>>>>
>>>
>>>>>>>>>>>
DATAA ATT BASE
ACQUISITION
BATAACH
&BLAST
AUTOM
ATAA
IO
N
MARKET
ING
O
FFERS
RE
AL-LL TIME
REFERRALMARKETING
ACQU
IRE
ENGAGE
ADVOCACY
& RETAIN
18. HYGIENE ENRICHMENT AGGREGATION REPORTING & INSIGHTS
COMMERCE & SEARCH
CAMPAIGN
MANAGEMENT CUSTOMER LOYALTY
TARGET &
MERCHANDISE
SEGMENT, TARGET
& GROW
RETAIN &
ENGAGE
DATASERVICES
CLEANSE
& ENRICH
AGGREGATE
& MANAGE
REPORT
& ANALYSE
SINGLE
CUSTOMER
VIEW
Single view of customer,
product, purchase &
Transaction history
Single view of customer,
COMMUNICATION &
RESPONSE HISTORY
Single view of customer,
LIFETIME VALUE, NPS &
REWARDS
19. CUSTOMER JOURNEY MAPS
PRE-PURCHASE
WEBEMAILSOCIALMEDIADIRECTMAIL
PURCHASE WELCOME & ENGAGEMENT ADVOCATE
Mark
The returning Tradie
Jennifer
The new customer
John
The upsell candidate
M 29 SOLE TRADER F 38 OPSMANAGER M 55 OWNEROPERATOR
Mark searches
‘hire products’
He signs up with
Coates Hire
Welcome email
received
Newsletter
received with an
offer. He clicks on
a display ad
He receives a
special offer
via mail
He goes to a
preference centre
and creates a
shortlist
Redeems offer
from mailing
He shares the
offer on facebook
opens email but
doesn’t click
22. LEADING DEPARTMENT STORE
CODENAME: ROYALE
Royale is looking to:
• Present offers at point-of-sale and online,
based on recency and frequency attributes
across purchasing, preferences and behavioral
information.
• Send highly targeted, multi-channel messages.
• Achieve its ultimate goal of keeping customers
in-store and increasing share of wallet.
“As a loyal customer, I expect Royale to reward
me with the most exclusive offers on the brands
and products that are of most interest to me
whilst I’m in their store or on their website.”
CASE STUDY
23. THE SOLUTION
SCV
SINGLE-CUSTOMER
VIEW
An integrated
marketing database
with an extended 360º
view of all customer
touchpoints
CAMPAIGN
MANAGEMENT
The setup &
automation of multi-
channel campaigns
based on predefined
segments & customer
profile
REPORTING
& INSIGHTS
Use of COGNOS to
enable interactive
dashboard and drill
down reporting of
campaigns in real-time
REAL-TIME
INTERACTION MANAGER
(RTIM)
Integration with
POS and Merch.
management system to
enable data capture &
real-time offer delivery
24. TO FIND OUT MORE:
DENISE TUNG
DIRECTOR, MARKETING SERVICES
T. +612 8783 2686
E. denise.tung@salmat.com.au
Salmat, Level 3, 116 Miller Street,
North Sydney, 2060
THANK YOU