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Journey del Cliente

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Journey del Cliente: presentación del webinar sobre el journey del cliente y su experiencia del cliente

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  • DOWNLOAD THE BOOK INTO AVAILABLE FORMAT (New Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THE can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THE is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBOOK .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, CookBOOK, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, EBOOK, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THE Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THE the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THE Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
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  • DOWNLOAD THE BOOK INTO AVAILABLE FORMAT (New Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THE can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THE is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBOOK .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, CookBOOK, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, EBOOK, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THE Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THE the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THE Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
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  • DOWNLOAD THE BOOK INTO AVAILABLE FORMAT (New Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THE can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THE is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBOOK .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, CookBOOK, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, EBOOK, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THE Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THE the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THE Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
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  • DOWNLOAD THE BOOK INTO AVAILABLE FORMAT (New Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THE can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THE is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBOOK .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, CookBOOK, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, EBOOK, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THE Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THE the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THE Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
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Journey del Cliente

  1. 1. Quiénes Somos Solvis Consulting Centro de Formación Profesional Especializada en asistir empresas en el establecimiento y ejecución de estrategias de Redes Sociales, Social CRM, CRM y Lealtad de Clientes. Combinamos conocimientos funcionales y técnicos con una metodología enfocada en resultados cuantificables cubriendo el espectro completo de Social CRM desde la elaboración de la estrategia hasta la ejecución en fases, incluyendo implementaciones de soluciones de Social CRM (gente, procesos, cultura). Solvis ofrece estrategias de Social CRM y Redes Sociales, y actualmente estamos trabajando con diferentes marcas y agencias en la implementación de programas tácticos de redes sociales y con su integración con el CRM. Solvis es distribuidor de Radian6 (herramienta de monitoreo de redes sociales) en varios países de la región. Jesús Hoyos, Managing Partner de Solvis, también es un reconocido analista, consultor e influenciador en Latinoamérica, y es unos de los instructores de nuestros talleres y estrategias de Social CRM. Su blog es www.jesushoyos.com Aparte de ser instructor del reconocido Seminario de Social CRM y del Applied CRM Strategy para el mercado de América Latina, es co-fundador del Social Media Club en México: www.socialmediaclub.mx www.solvisconsulting.com Fundado en 2004 en Argentina. Es una organización dedicada al desarrollo de los Recursos Humanos focalizados en la relación con el Cliente y a generar espacios de pensamiento, reflexión e intercambio de experiencias sobre la realidad del sector. Cuenta con una red de profesionales y partners extendida en Latinoamérica, con filiales en Paraguay, Colombia y Uruguay. Los principales productos y servicios que brinda son: • Programas Certificados y Diplomados • Capacitación Presencial y On Line • Consultoría Profesional • E-learning • Búsqueda y Selección de RR.HH • Eventos de Interacción y Mejores Prácticas • Redes sociales y Canales digitales Entre sus clientes se encuentran: Tarjeta Naranja, Arcor, GEA, Ecogas, Telefónica, Enersis, Nestle, Novartis, Leo Burnett, Viramonte y Nicora, Manpower Sudamérica, Kolektor, Minetti, ANSES, Bancor y Provencred, entre otros. www.centrodeformacion.com.ar
  2. 2. El Journey del Cliente y su Ecosistema
  3. 3. Componentes del Ecosistema
  4. 4. Experiencia en Customer Journey
  5. 5. El manejo de la Experiencia del cliente
  6. 6. Customer Experience Management “Proceso de gestionar estratégicamente la experiencia o vivencia total de un cliente con un producto o una empresa” Bernd Schmitt
  7. 7. Quiénes Somos
  8. 8. Ecosistema de la Experiencia
  9. 9. CEM y los Contact Center
  10. 10. CEM y los Contact Center
  11. 11. Los clientes tal vez no recuerden lo que la empresa les dice pero nunca olvidarán como los hacen sentir
  12. 12. Ecosistema del Cliente
  13. 13. Ecosistema de las Empresas
  14. 14. Las empresas deben entender el valor de estas interacciones multicanal de los clientes y trabajar para garantizar la experiencia del cliente sin fisuras .
  15. 15. El Journey del Cliente no es más lineal
  16. 16. El final del Camino no es sólo la compra… Experiencias memorables
  17. 17. Modelo Operativo
  18. 18. Touch Points con el Journey 1. En Social Listening & Analisys durante el Monitoreo de Marca y búsqueda de prospectos 2. En nuestra Comunidad en la Web o Facebook 3. Desde nuestros CTAs (CALL TO ACTION) o Formularios lanzados en nuestra Web o en un Custom Tab de Facebook 4. Desde nuestra Plataforma de Marketing Cross Channel • En un EMAIL • En un SMS 5. Hacia nuestra Plataforma de Marketing Cross Channel
  19. 19. Social Listening & Analisys
  20. 20. Social Listening & Analisys
  21. 21. Social Listening & Analisys El contacto es recibido y queda creado en nuestra BD o CRM. Se obtiene Social Personas, Social Posts, prospectos, casos y contactos.
  22. 22. Touch Points con el Journey 1. En Social Listening & Analisys durante el Monitoreo de Marca y búsqueda de prospectos 2. En nuestra Comundad en la Web o Facebook 3. Desde nuestros CTAs o Formularios lanzados en nuestra Web o en un Custom Tab de Facebook 4. Desde nuestra Plataforma de Marketing Cross Channel • En un EMAIL • En un SMS 5. Hacia nuestra Plataforma de Marketing Cross Channel
  23. 23. Comunidad Online
  24. 24. Touch Points con el Journey 1. En Social Listening & Analisys durante el Monitoreo de Marca y búsqueda de prospectos 2. En nuestra Comundad en la Web o Facebook 3. Desde nuestros CTAs o Formularios lanzados en nuestra Web o en un Custom Tab de Facebook 4. Desde nuestra Plataforma de Marketing Cross Channel • En un EMAIL • En un SMS 5. Hacia nuestra Plataforma de Marketing Cross Channel
  25. 25. Plataforma de Publishing y CTAs
  26. 26. Plataforma de Publishing y CTAs Creación y publicación de contenido en los Canales Sociales. Ej: Tab en Facebook. Opción de creación de formas que direccionan el contacto a Service Cloud y/o Facebook Connect.
  27. 27. Plataforma de Publishing y CTAs Después del completar la forma, el lead queda registrado en nuestra BD o CRM Configuración: Autoresponder, Colas, Workflow, e-mails, Campañas
  28. 28. Touch Points con el Journey 1. En Social Listening & Analisys durante el Monitoreo de Marca y búsqueda de prospectos 2. En nuestra Comundad en la Web o Facebook 3. Desde nuestros CTAs o Formularios lanzados en nuestra Web o en un Custom Tab de Facebook 4. Desde nuestra Plataforma de Marketing Cross Channel • En un EMAIL • En un SMS 5. Hacia nuestra Plataforma de Marketing Cross Channel
  29. 29. Conversion: De Cross Channel a SCRM Desde la Plataforma de Cross Channel puedo crear interacciones importando los Objetos y Reportes de nuestro CRM o BD Las Interacciones quedan creadas de acuerdo a los parámetros para la obtención de la información
  30. 30. Conversion: De Cross Channel a SCRM Reporte comportamientos de los envíos y la actividad de los destinatarios.
  31. 31. Touch Points con el Journey 1. En Social Listening & Analisys durante el Monitoreo de Marca y búsqueda de prospectos 2. En nuestra Comundad en la Web o Facebook 3. Desde nuestros CTAs o Formularios lanzados en nuestra Web o en un Custom Tab de Facebook 4. Desde nuestra Plataforma de Marketing Cross Channel • En un EMAIL • En un SMS 5. Hacia nuestra Plataforma de Marketing Cross Channel
  32. 32. De SCRM a Cross Channel En está opción voy a escoger el e-mail en Cross Channel, escoger el remitente del mensaje y si el envío es inmediato ó programado.
  33. 33. De SCRM a Cross Channel Resultados del Lead ó Contacto en tiempo real. Detalles de la actividad de e-mail individual.
  34. 34. Recorrido Automatizado Journey Builder permite la planificación, diseño y automatización de campañas de respuesta. Los contactos se evalúan entonces continuamente por Cross Channel para determinar la siguiente acción. Puedo ver el detalle de las Automatizaciones, Flujo de trabajo, Calendarización y Actividad.
  35. 35. Elementos del Ecosistema
  36. 36. Preguntas? Facundo Suarez Facundo.suarez@solvisconsulting.com Twitter: @facumsuarez Jose Corona Jose.corona@solvisconsulting.com Twitter: @jr_corona Carolina Ahumada Carolina.Ahumada@solvisconsulting.com Twitter: @CaroAhumada6 Ramiro Garcia Ramiro.Garcia@solvisconsulting.com Twitter: @ramirohgarcia www.solvisconsulting.com

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