Simplify, Optimize and Secure every Stakeholder Communication
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This document discusses the importance of optimizing customer communications through simplification, optimization, and security. It outlines challenges many companies face in ineffective and inconsistent customer communications. It then presents a case study of a large telecommunications company that implemented a centralized customer communications management platform to improve the customer experience, increase efficiency, ensure branding consistency, and reduce costs. The key lessons are to simplify communications through a single hub, optimize the customer experience through personalization and choice of channels, and securely manage all documents and communications.
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CRM forms a continuous loop of marketing, sales, and service to attract new customers while maximizing opportunities for cross-selling and up-selling across channels. CRM provides benefits like optimizing profits through cross-selling and up-selling, using digital channels to generate revenue, and improving customer service and campaign management. It also transforms call centers into sophisticated contact centers that offer advanced sales and service capabilities across communication channels.
Contemi - InsurTech Innovation Award 2022
The document discusses the insurance industry landscape and challenges insurers face in accelerating their digital transformations. It notes that customers now expect more efficient and online services, and have little brand loyalty. Insurers struggle with legacy infrastructure and are facing competition from new tech entrants. The solution proposed is Seamless.Insure, a cloud-native modular insurance software that can automate processes, reduce costs and speeds up product launches. It supports the entire customer journey and claims to improve productivity, speed to market and reduce infrastructure costs for insurers. A case study example highlights improved lead conversion rates and a more efficient sales process for an insurer client.
The collaborative contact centre
The document discusses the collaborative contact center and trends in contact center technology. It notes that human latency slows business processes down and that communications-enabled business processes can remove human latency. It also mentions that 50% fewer calls may go through call centers in 5 years as more collaborative communications increase agility, communities, opportunities, revenue, simplicity, and productivity while lowering costs.
The Age Of New Reality Marketing V5.1 Final
It\'s been a bug-bear of mine for many years that the average marketing skill set has not moved on very much from the 1960\'s model of 4 \'P\'s (Product, Price, Promotion, Place). Or that marketing is still largely synonomous with advertising - and spam advertising at that. This is a presentation I did to a marketing forum out in Singapore, where I\'ve tried to outline the new capabilities of the marketer of the 21st century. I also postulate the (controversial) perspective that a chunk of this new capability - especially around data and decisioning - might be better out sourced, leaving the internal marketing skills to be concentrated on strategy and proposition. See what you think. [Sorry you won\'t have my spoken narrative just yet but the slides are reasonably self explanatory]
A PRACTICAL APPROACH TO CUSTOMER CENTRIC INTERACTIONS
The digital environment has dramatically changed the way customers expect and demand to engage with brands. It’s a change or die situation for businesses that need to transform quickly to integrate online and offline activities to serve customers 24x7 service in their channels of choice. At the same time, businesses need to balance their own needs for revenue uplift and cost containment within this new digital model. This session provides insight into the current customer service landscape, showcases best practices for customer engagement and provides real-life examples and results from transformative, customer-centric strategies.
Primo CRM
Parth\'s in it\'s endeavour to manage sales effectively with real time communication tools ,developed the crm,which will guide companies towards excellence in customer relationship.
DDMA / Chordiant: Online Marketing
The document summarizes a presentation about using customer data and predictive modeling to personalize customer interactions. It discusses how O2 improved its CRM program using tools that analyze customer data to determine the next best action or offer for each customer. This has improved conversion rates for promotions and allowed O2 to better target retention efforts. The key is using a centralized decisioning system called Vision to optimize inbound contacts and control retention spending based on customer value.
Value Creation and Customer Experience Management in Mobile VAS for an Enhanc...
Some of the topics covered in this slide deck:
Mapping the Customer Experience and creating Value
Customer experience as an ecosystem play
Top business and process challenges for customer experience programs
Deepen engagement over the lifecycle of the customer
Importance of Self Service in better customer experience
Objectives for Customer Experience Management (CEM)
Comparing Traditional Customer Service vs. Next Gen Proactive Support
How Social CRM Can Help Address Changing Consumer Demands
Social collaboration-based sales and marketing technologies help companies understand and manage changing consumer demands. Learn how leading companies are incorporating collaborative sales and marketing solutions into their overall CRM strategy.
Direct Marketing in BPO
The document discusses direct marketing through business process outsourcing (BPO). It describes different types of BPOs like outbound and inbound centers. It outlines various marketing objectives that can be achieved through BPOs like lead generation, sales transactions, customer retention, and upselling. It also provides a case study of a telemarketing BPO and how it helped generate quality leads for an e-logistics company.
Veritate breakfastclub juli 2010: Egbert-Jan van Bel
Event driven marketing (EDM) is a discipline within marketing where communications and activities are based on identified changes in a customer's needs. EDM involves time-sensitive marketing responses to customer-specific events. The goal is to react to customers in near real-time based on triggers from customer data. EDM uses personalization techniques and process design to ensure the right message reaches the right customer at the right time through the right channel. Examples of EDM in automotive and banking industries are provided to illustrate how customer communications and offers can be continuously triggered based on individual customer behavior and events over time.
Why Your Business Needs an Omnichannel Strategy
Today's consumers use multiple channels to communicate (phone, email, live chat, social media, etc.)
Businesses need to be present where their customers are with an omnichannel strategy
This ensures a seamless experience regardless of the chosen communication mode
Turning Your Ecommerce System into a Marketing Dynamo; Increasing Customer Va...
Turning Your Ecommerce System into a Marketing Dynamo; Increasing Customer Va...Pinpoint Systems Corporation
Pinpoint is helping companies redefine commerce in the age of the customer. Small increases in average order frequency/size and average customer tenure translate into large increases in revenue and profit. Pinpoint shows you how implementing a campaign management solution is a key enabler of evolving to intelligent relationship marketing. This presentation outlines the following:
E-commerce and customer relationship marketing overview:
-Customer engagement
-Market opportunities
-Moving from transactional marketing to relationship marketing
-Business impacts
Adding campaign management to E-commerce:
-Solution components
-Merging online behavior with e-commerce activity
-Data organization
-Cross-brand integration- the enterprise customer model
-Coordinating promotions
-Marketing performance measurement and reporting
Business Advantages of Enhanced CRM:
-Greater average order size
-Increased revenue per customer
-Longer average customer tenure
-Improved customer profitability
-Reduced time to market for new programs/offers
-Continuous improvement in messaging relevance
-Ease of integrating additional brandsCustomer loyalty and technology as crm tool
This document discusses customer relationship management (CRM) and its benefits. It defines CRM as integrating all customer interactions through various channels to provide end-to-end customer management. CRM requires organizational change and information/application support. It should have consistent, repeatable processes. Customers want more value, responsiveness and flexibility for less aggravation. CRM helps increase customer retention and profitability by understanding customers. Technology like data warehousing enables CRM by providing customer insights.
Mikaili Lilly
The document discusses using customer insight to drive performance for a large wireless communication company. It describes implementing a phased approach including developing tactical targeting tools, identifying growth opportunities, and establishing an infrastructure to capture value. Case studies demonstrate segmenting the customer base to understand needs, prioritize initiatives, and maximize revenue and retention through targeted campaigns.
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A PRACTICAL APPROACH TO CUSTOMER CENTRIC INTERACTIONS
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Simplify, Optimize and Secure every Stakeholder Communication
- 1. Simplify, Optimize and Secure every Stakeholder Communication Lessons for Successful Customer Communications Management Lorne Gladstone , Managing Partner, Centtric lgladstone@centtric.com
- 2. Challenges “ CMOs in the most successful enterprises are focusing on relationships, not just transactions. They are using data to stimulate interest in their organizations’ offerings and form bonds with customers to a much greater extent than their peers in less successful enterprises .” *IBM – Insights from the Global CMO Study, 2011
- 3. More Challenges A consumer products CMO in Singapore commented, “The perfect solution is to serve each consumer individually. The problem? There are 7 billion of them.” *IBM – Insights from the Global CMO Study, 2011
- 4. Even More Challenges % of CMOs reporting unpreparedness: *IBM – Insights from the Global CMO Study, 2011
- 14. From opportunity to strategy One ring to rule them all. thing Customer Communications Management
- 15. Facilitating CCM
- 18. Facilitating CCM
- 21. Facilitating CCM
- 24. Secure: Hybrid signature ! + Cannot be printed Too slow for business Best of both worlds
Editor's Notes
- Exceeding customer expectations
- Cost reduction of paper & postage help desk calls Manual labour
- Lorne A communication platform to unite all communication of an enterprise in one system. Based on the ADF 2 specifications by Gartner Multi channel support (print, email, web, social media…) Specific connectors for existing systems Tracking & tracing : know the state of all communication requests Reporting : generate all kinds of reports to provide operators and customers with useful statistical information. Accountability : know exactly who did what and when.
- Non-repudiation refers to a state of affairs where the purported maker of a statement will not be able to successfully challenge the validity of the statement or contract . The term is often seen in a legal setting wherein the authenticity of a signature is being challenged. In such an instance the authenticity is being "repudiated". Sth, that cannot be contradicted/contested
- The previous example could have been easily checked manually, but imagine you have to check thousands of these documents each year. Several Banks have “teams” of people doing this manually.
- Lorne