Consent. This document may not be copied or shared for commercial use without prior written consent from Jainita Khatri of Prana Business Consulting.
|
|
- Alexandrina Barrett
- 5 years ago
- Views:
Transcription
1
2 Consent This document may not be copied or shared for commercial use without prior written consent from Jainita Khatri of Prana Business Consulting. This document is the intellectual property of Prana Business Consulting and is published with the intention of helping businesses grow and develop
3 Building Customer Equity in a Digital World Jainita Khatri
4 Why are we in business?
5 Core to all successful business is Sales Profit Mastering the relationship Market Share Innovation Competitive Advantage
6 The Power of Brands
7 Brand Value in 2014 $118 billion Intebrand Oct 2014
8 Brands are important, but consumers have changed Business Ethics Information generation More Awareness Knowledge driven economy Communication More Exposure
9 Brand Equity Customer Equity Value endowed to products and services (as built in the past) Value endowed to people who are buying the products and services (as they will in the future)
10 Customer Equity The sum of the customers lifetime values to the organisation Blattberg and Deighton
11 Customer Equity Purpose Purpose is to maximize value that can be gained from managing customers better, to deliver a better customer centric organisation To drive a direct relationship with the consumer, to ensure continued support and loyalty
12 Customer Acquisition To move the customer from knowing a product to purchasing a product Customer Retention To keep the customer buying the product over and over again
13 What is CRM Customer Relationship Management a holistic process of identifying, attracting, differentiating and retaining customers Involves all members of a company culture of relationship building Results in higher profits through a firm s customer base
14 Most companies treat sales like an art, but they are discovering that the sales process needs to become more of a science. Bain, 2012
15 The science of building Customer Equity
16 What s been the major change in the past few years, driving the shift?
17 Digital Media Shifting the Economy 3 Billion Internet users 91 % access Internet through Laptop 80% access on a Smart Phone 41% Reach through direct marketing B2C content marketing 76% videos SEO Top rated Digital Channels
18 Africa is yet untapped, and will boom
19 The consumer decision tree
20 Is shifting introducing: The Zero Moment of Truth
21 Zero Moment of Truth
22
23 Challenges in CA and CR Customer Acquisition Customer Retention Costly Competitive market place The environment is changing Customer behaviour is changing Millenial Mum Online purchase Zero moment of truth Price-Check Loyalty clubs are commonplace It s hard to create and retain loyal Customers complain loudly
24 There is a shift in the consumption of media
25 There is a shift in the consumer mindset
26 It s pretty hard to create and maintain customer loyalty, Accenture
27 The brand is owned by the customer
28 Building Customer Equity in a Digital World: A Step by Step Guide
29 Steps to build customer equity 1. Assess where your business is Customer Acquisition Strategy Customer Retention Strategy 2. Segment the customer base Understand what drives purchase and loyalty 3. Implement Segmentation Focus on the most important segment Communicate as appropriate with each segment If you can be personal If you can t be personal, don t pretend 4. Understand what drives switching
30 Steps to build customer equity 1. Assess where your business is Customer Acquisition Strategy Customer Retention Strategy 2. Segment the customer base Understand what drives purchase and loyalty 3. Implement Segmentation Focus on the most important segment Communicate as appropriate with each segment If you can be personal If you can t be personal, don t pretend 4. Understand what drives switching
31 Assess where you are Who: New Business Customer Acquisition Channels based on business type Mass media/web/target audience based on demographics/partners Word of Mouth Focus areas Newness/Fashion Product or service excellence Delivering on promises Who: Established Business Customer Retention Channels - already exist Focus areas Service Acknowledgement and gratitude Value
32 Who What Where When Why How
33 Steps to build customer equity 1. Define where your business is Customer Acquisition Strategy Customer Retention Strategy 2. Segment the customer base Understand what drives purchase and loyalty 3. Implement Segmentation Focus on the most important segment Communicate as appropriate with each segment If you can be personal If you can t be personal, don t pretend 4. Understand what drives switching
34 Segmentation Traditional segmentation Geographic Demographic Behavioural Psychographic More in depth Based on the specific sector and factors influencing purchase
35 Customer Segmentation (B2B) Targeted leaders Strategic Partners Level of collaboration Transactional customers Targeted partners Income generation
36 Customer Equity The sum of the customers lifetime values to the organisation Blattberg and Deighton
37 Sales and Profit Customer Equity Value Equity Brand Equity Retention Equity The Drivers of Customer Equity
38 Drivers of Customer Equity Value Equity Brand Equity Retention Equity Quality Price Convenience Brand awareness Attitude towards brand Perceptions of brand ethics Sales and Profit Loyalty programs Special recognition Affinity programs Community building programs Knowledge building programs Customer Equity Value Equity Brand Equity Retention Equity
39 What is the key driver of customer equity for the soft drink industry? Value Equity Brand Equity Retention Equity
40 Choose what works for you Value Equity Brand Equity Retention Equity Quality Price Convenience Brand awareness Attitude towards brand Perceptions of brand ethics Loyalty programs Special recognition Affinity programs Community building programs Knowledge building programs
41 What is the key driver of customer equity for Woolworths? Value Equity Brand Equity Retention Equity
42 the difference Value Equity Brand Equity Retention Equity Quality Price Convenience Brand awareness Attitude towards brand Perceptions of brand ethics Loyalty programs Special recognition Affinity programs Community building programs Knowledge building programs
43 South African Bank Getting it Right Strong on Customer Acquisition Even Stronger on Customer Retention High Conversion High Customer Lifetime Value Value Equity Brand Equity Retention Equity Quality Price Convenience Brand awareness Attitude towards brand Perceptions of brand ethics Loyalty programs Special recognition Affinity programs Community building programs Knowledge building programs
44 Customer centered FNB is an ideas bank that is ideals and values centered. This sets the stage for an intimate conversation with our customers and attracts attention from non-users. We are pleased to achieve this ranking as it is testament that our brand, more than just selling stuff, is building enduring and rewarding relationships with customers that in turn, continue to grow the business, says Bernice Samuels, FNB Chief Marketing Officer.
45 drives sales (and brand) Voted strongest brand in 2014 Brand Finance South African Annual Survey Voted coolest bank, by Generation Next survey for past 3 years World s most innovative bank (2012)
46 Drivers of Customer Equity Value Equity Brand Equity Retention Equity Quality Price Convenience Brand awareness Attitude towards brand Perceptions of brand ethics Sales and Profit Loyalty programs Special recognition Affinity programs Community building programs Knowledge building programs Customer Equity Valu e Equit y Brand Equity Retention Equity
47 Sales and Profit Customer Equity Value Equity Brand Equity Retention Equity
48 Steps to build customer equity 1. Define where your business is Customer Acquisition Strategy Customer Retention Strategy 2. Segment the customer base Understand what drives purchase and loyalty 3. Implement Segmentation Focus on the most important segment Communicate as appropriate with each segment If you can be personal If you can t be personal, don t pretend 4. Understand what drives switching
49 Implementation is key Require - Financial resource - Research capability - Qualified CRM personnel - CRM IT system - Analytical skill - Organisational culture of customer service - Committed employees, who all buy into the program
50 Segmentation Process Define segments and sub-segments Build strategies to service customers Sales follow up phone calls Customer satisfaction surveys Product or service happiness level Gifts and vouchers Communicate with the customers No mass s Based on customer needs Measure effectiveness of communication by way of sales increase Analyse results bi-annually or annually Evaluate communication and relationship tactics Redefine as necessary
51 Focus on the right channels Blogging Video Marketing Social Networking Marketing Social Media Channels Micro blogging Discussion Forums Social Bookmarking
52 Online Activities Seeking Information Shopping News, magazines Keeping in touch Website Online ads and other engagement Website, with detailed localised info Facebook Twitter Pinterest Good SEO Online store, including value ad Blogs Discussion forums Strong mobile compatibility Promotional newsletters Newletters You tube
53 Posting / tweeting etc is not CRM Powerful means to connect with the consumer Keep social media in perspective Needs to be managed well
54
55 Using Social Media Well It s not about likes and followers, it s about engagement It s about turning fans into advocates It s about servicing complaints It s about gathering insights, and turning that information into knowledge
56 Builds a relationship Meaningful connection for both parties Sharing information Building better ideas Driving innovation
57 Social Media Matters
58 Steps to build customer equity 1. Define where your business is Customer Acquisition Strategy Customer Retention Strategy 2. Segment the customer base Understand what drives purchase and loyalty 3. Implement Segmentation Focus on the most important segment Communicate as appropriate with each segment If you can be personal If you can t be personal, don t pretend 4. Understand what drives switching
59 Globally there has been a 4% increase in switching Watch for these blindspots Nice to Meet You Missing the chance to set the right expectations at the start of a customer relationship, potentially through overpromising. You Don t Know Me Anymore Not noticing subtle changes that matter in customers need for recognition, special treatment and reward. Cheating Heart Overlooking signs that customers are itching to switch, including partial switching on some services. Are You Listening? Failing to offer consumers opportunities to engage with a provider. Trinkets Won t Save Me Relying on point solutions to satisfy and keep customers. Accenture s Global Consumer Research 2011 Surveyed 10,173 consumers in 27 countries in November 2011.
60 To recap: Why are we in business?
61 To Recap Customer Business Development Customer Relationship Management
62 To Recap Customer Business Development Customer Relationship Management
63 Customer Acquisition Strategy 1. Define the customer base 2. Focus on building connections on an emotive level 3. Use mass media or word of mouth marketing (including Phone calls, s and Social Media) to drive contact 4. Ensure contact is meaningful, rather than counterproductive 5. Focus on early adopters
64 Customer Retention Strategy 1. Understand and respect the customer (by segment and sub-segment) 2. Focus on same goals and purpose 3. Share the value proposition (and change as circumstances change) 4. Keep service oriented 5. Anticipate problems 6. Manage the issues 7. Understand the cost of losing a customer, including the growing switching mentality of the aware consumer
65 Maximising Customer Equity/Sales 1. Invest in the high value customers first 2. Transform product management into customer management 3. Reduce costs associated with customer acquisition 4. Track customer equity gains and losses against marketing programs 5. Relate branding to customer equity (segmentation) 6. Build separate plans for customer acquisition and customer retention
66 Customer relationship management at every level in the organisation 1. Every person is important 2. Build a culture of customer management 3. Internal customer management
67 Business is always personal
68 There is only one profit centre, and that is the customer Peter Drucker Jainita Khatri Mobile: +27 (0) Twitter
MMK101 SUMMARY NOTES Marketing Fundamentals Exam Preparation
MMK101 SUMMARY NOTES Marketing Fundamentals Exam Preparation LINK TO PROQUEST EBOOK THROUGH DEAKIN PORTAL (Armstrong et al 2017, Principles of Marketing, 7th edition) LO = Learning Objective Word count:
More informationMarketing: Managing Profitable Customer Relationships
Marketing: Managing Profitable Customer Relationships Chapter 1 Learning Goals 1. Define marketing and the marketing process. 2. Explain the importance of understanding customers and identify the five
More informationSocially Engaging Banking
Accenture Interactive Point of View Series on : Enabling a digital first mindset Socially Engaging Operating Model Socially Engaging Relationship Management Intelligence Integrated Experience Design First
More informationSection 10.1 Introduction to Marketing
10 Marketing Section 10.1 Introduction to Marketing Objectives Describe marketing and its focus on the customer. Explain marketing strategies. Essential Question How can marketing contribute to the success
More informationSeeing Quality Through Your Customers Eyes. Mapping Your Customer s Journeys
Meet Danny Seeing Quality Through Your Customers Eyes Mapping Your Customer s Journeys Jim Tincher Customer Experience Consultant, Blogger and Speaker Heart of the Customer Blog Speaker and trainer on
More informationHow to reach technical audiences through... inbound marketing. Issue 2
How to reach technical audiences through... inbound marketing Issue 2 In our previous issue we looked at the use of PR and how it can be a powerful and cost effective way for engineers to reach wider audiences
More informationHow to drive customer retention in e-commerce. 7 tips to transform your online business and thrive
How to drive customer retention in e-commerce 7 tips to transform your online business and thrive Table of Contents 1 01. Customer Acquisition vs. Customer retention: the big challenge 3 02. The role of
More informationPatient Experience Management
Patient Experience Management 10 tips for the successful development and execution of for patients, residents and their carers Steve King Head of Services Research SPA Future Thinking Introduction, sometimes
More informationPassenger Experience Management
Passenger Experience Management 10 tips for the successful development and execution of for passengers travelling by road, rail, air and water Steve King Head of Services Research SPA Future Thinking Introduction,
More informationWelcome to the Consumer Revolution
Welcome to the Consumer Revolution How Insurers Can Heed the Voice of Customers, Rethink Relationships & Embrace Innovation to Drive Profitability & Market Leadership Life-Annuity Insurance Key Welcome
More informationMarketing*Fundamentals!
Marketing*Fundamentals! Topic 1 - Introduction to Marketing Fundamentals Marketing* Marketing is a social & managerial process by which individuals & groups obtain what they need and want through creating,
More informationstrategy execution results build your brand grow your sales
strategy execution results build your brand grow your sales Business to Business Marketing 101 Jainita Khatri jkhatri@pranabusinessconsulting.com 083 414 9796 @PranaBusCons Prana Business Consulting A
More informationJodi Navta NUTC October 2017 LinkedIn
Jodi Navta NUTC October 207 LinkedIn Context is key Single experiences = Overall satisfaction = How do we capture end-to-end B2B experience? Believe in the Journey Sample Customer Journey Map End-to-End
More informationSales and Sales Manageent
Sales and Sales Manageent Soft Skills and Effective Selling for Sales Executives Soft Skills, Fundamentals of Sales and Marketing, Distribution Management, Lead Management, CRM, Customer Experience Management,
More informationSTATISTICS Cheat Sheet
STATISTICS Cheat Sheet Social Media Statistics There are more than 2 billion active social media users 74% of internet users are using social media, with women (76%) having a slight edge over men (72%).
More informationATTRITION: THE SILENT KILLER
ATTRITION: THE SILENT KILLER Executive Summary: Attrition is a key metric in the security industry. Your rate of attrition directly impacts the health, profitability, and ultimate value of your security
More information1 01. Customer Acquisition vs. Customer retention: the big challenge The role of Retention Marketing in e-commerce
1 01. Customer Acquisition vs. Customer retention: the big challenge 3 02. The role of Retention Marketing in e-commerce 6 03. Refine Customer Experience and drive customer retention with these 7 tips
More information* M E D I A U S A G E A N D M A N U F A C T U R I N G P R O F E S S I O N A L S * 2012 Gardner Publications, Inc. All Rights Reserved
* M E D I A U S A G E A N D M A N U F A C T U R I N G P R O F E S S I O N A L S * Important Concepts Your brand must be present, clear and consistent, in all media channels because most buyers use multiple
More informationPrinciples of Marketing Global Edition
Principles of Marketing Global Edition Kotler and Armstrong Chapter 1: Marketing Creating Customer Value and Engagement Copyright 2016 Pearson Education, Inc. 1-1 Marketing: Creating Customer Value and
More informationThe B2B Marketer s Guide to INTENT-DRIVEN MARKETING
The B2B Marketer s Guide to INTENT-DRIVEN MARKETING www.infusemedia.com We live in a time where brands are vying for the attention of customers from every digital and physical corner. As a result, many
More informationManagement. 1 Demonstrate an understanding of the concept of customer lifetime value, how to calculate it and the different factors that influence it.
Unit 38: Unit code Customer Value Management L/508/0597 Unit level 5 Credit value 15 Introduction This unit is designed to enhance students knowledge and understanding of why it is important for marketers
More informationCustomers expectations compared to banks perception. Brussels, 25 May 2012
Customers expectations compared to banks perception Brussels, 25 May 2012 The E&Y Global Consumer Banking Survey 2012 This is Ernst & Young s latest survey of retail banking customers around the world.
More informationIM S5028. IMS Customer Relationship Management. What Is CRM? Ilona Jagielska 1
IMS5028 - Customer Relationship Management CRM Concepts and Definitions What Is CRM? CRM is a strategy for acquiring and retaining profitable customers CRM is a strategy for optimising the lifetime value
More informationContent Marketing: The Complete Guide For Beginners
Content Marketing: The Complete Guide For Beginners Content Marketing Definition: There are many definitions of content marketing across many content and digital marketing professionals. From my understanding
More informationContinuous customer dialogues
Infor CRM Continuous customer dialogues Strategies for growth and loyalty in multi-channel customer-oriented organizations Table of contents Overview... 3 The continuous customer dialogue vision... 4 Create
More informationPositioning Marketing research
Positioning Marketing research Dr. Stephen Fanning Directions Section 1 provided the philosophy Section 2 provided the theory Section 3 is the application of philosophy & theory of marketing. Beginning
More informationIMPORTANCE OF CRM SOFTWARE
IMPORTANCE OF CRM SOFTWARE 18 Reasons Why An Organization Needs CRM BY TECHONESTOP Believe me: If you are a business owner, this article - Importance of CRM Software will definitely help you to grow your
More informationOwning Your Brand s Social Community Drives More Shoppers and Sales
Owning Your Brand s Community Drives More Shoppers and Sales Contents 1 Executive Summary 3 Introduction 5 Research Scope & Methodology 6 Why They Come 7 Comprehensive Findings 9 Retail 11 Communication
More informationWinning and Keeping Customers Trust
Universal Banking Solution System Integration Consulting Business Process Outsourcing IT'S SOMETHING that makes a serious difference to building and maintaining customer relationships. It is part of every
More informationMEDIA USAGE IN MANUFACTURING MARKETING STRATEGY, SURVEY RESULTS AND BUYER ANALYSIS. gardnerweb.com
MEDIA USAGE IN MANUFACTURING MARKETING STRATEGY, SURVEY RESULTS AND BUYER ANALYSIS gardnerweb.com MEDIA USAGE IN MANUFACTURING MARKETING STRATEGY, SURVEY RESULTS AND BUYER ANALYSIS MARKETS Automotive /
More informationWHITE PAPER Blending Strategy and Tactics
WHITE PAPER Blending Strategy and Tactics Benefits of an Integrated Approach to Measuring the Customer Experience The Challenge: Customer-Centricity Customer-centricity is at the heart of every successful
More informationUnit 41: Contemporary Issues in Marketing Management
Unit 41: Contemporary Issues in Marketing Management Unit code: K/601/1037 QCF level: 5 Credit value: 15 credits Aim This unit will introduce learners to some current issues within the marketing industry
More informationSocial Media Marketing & Analytics for B2B
N 0 6 parathink TM Social Media Marketing & Analytics for B2B Plan, track, analyze and optimize your online visibility to bring customers to your site. (A quick-reading parathink briefing for really, really
More informationIntroduction to digital marketing
Introduction to digital marketing with emphasis on social media DAVID FERNANDO TERRA FERMA MEDIA LTD www.terrafermamedia.com Marketing communications agency: website design & build social media marketing
More information2. Which of the 4 P s is about communicating value proposition? a) Price b) Place c) Product d) Promotion
Chapter 1 1. Which of these is not a business process? a) Business to consumer b) Business to business c) Business to distributor d) Consumer to consumer 2. Which of the 4 P s is about communicating value
More informationCUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES
CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES Managing the customer lifecycle customer retention and development Three stages of the customer lifecycle 1. Customer acquisition 2. Customer
More informationHow to build a profitable customer loyalty program 7 key steps to create customers for life AGENCY OF THE YEAR
How to build a profitable customer loyalty program 7 key steps to create customers for life AGENCY OF THE YEAR INTRODUCTION Customer loyalty in the age of the customer 2 Customer loyalty in the age of
More informationHow to Build a Successful Customer Engagement Center
How to Build a Successful Customer Engagement Center TABLE OF CONTENTS Introduction - What is a Customer Engagement Center? Chapter #1 - Identifying Your CEC Strategy Chapter #2 - Defining the Ideal Customer
More informationCopyright 2014 by Pearson Education, Inc. All rights reserved Chapter Nine. Digital Marketing
Copyright 2014 by Pearson Education, Inc. All rights reserved. 9-1 9 Chapter Nine Digital Marketing Marketing Zen 9 Shama Kabani founder Social media Twitter Shift in nature of communication Started as
More informationMy client is asking about social media. Now what?
My client is asking about social media Now what? My Story Karen Emanuelson 20+ years of marketing experience Owner of Reciprocate LLC, a Marketing Solutions firm Develop and Implement Traditional and
More information4 Growth Hacks for More Engaged Customers
AMERICAN EXPRESS OPEN FORUM GROWTH GUIDE 4 Growth Hacks for More Engaged Customers By Sean Ellis SEAN ELLIS FOUNDER OF GROWTHHACKERS.COM INTRODUCTION As a business owner, you may think that responding
More informationMK282 Customer Relationship Marketing
Why customer equity management (CEM)? MK282 Customer Relationship Marketing Lecture Nine Customer Equity Management Scenario 1 The chief marketing officer (CMO) of an automobile firm is faced with a dilemma:
More informationFinancial Services: Maximize Revenue with Better Marketing Data. Marketing Data Solutions for the Financial Services Industry
Financial Services: Maximize Revenue with Better Marketing Data Marketing Data Solutions for the Financial Services Industry DataMentors, LLC April 2014 1 Financial Services: Maximize Revenue with Better
More informationE-Marketing. Strategic E-Marketing and Performance Metrics 2-1
E-Marketing Strategic E-Marketing and Performance Metrics 2-1 Objectives After reading this topic, you will be able to: Explain the importance of strategic planning, strategy, e-business strategy, and
More informationBrand Advocacy and the Connected Consumer How Emotional Connections Create Champions for Your Brand
[COVER] Brand Advocacy and the Connected Consumer How Emotional Connections Create Champions for Your Brand [PAGE 2] Table of Contents The New Loyalty Landscape The Era of the Connected Consumer The Power
More informationChapter 11. Customer-Driven Marketing
Chapter 11 Customer-Driven Marketing Learning Objectives 1 Define marketing. 5 Describe marketing research. 2 3 4 Discuss the evolution of the marketing concept. Describe not-for-profit marketing and nontraditional
More informationEngaging the Nonstop Customer. September 2013
Engaging the Nonstop Customer September 2013 Introduction Anders Teigar Jacobsen Accenture Management Consulting Sales & Customer Services practice Oslo, Norway MsC in Marketing from the Norwegian School
More informationLoyalty 2.0: Industrialized analytics embedded in your processes
Whitepaper Generating Customer Experience Impact Loyalty 2.0: Industrialized analytics embedded in your processes It is no longer a given that a high initial customer satisfaction rate for a product or
More informationIntroduction to digital marketing
Introduction to digital marketing with emphasis on social media DAVID FERNANDO TERRA FERMA MEDIA LTD www.terrafermamedia.com Marketing communications agency: website design & build social media marketing
More informationThe Business Model Canvas Leveraging the canvas in your classroom as a tool for rethinking and refining small business models
The Business Model Canvas Leveraging the canvas in your classroom as a tool for rethinking and refining small business models what is the business model canvas? why do people use the business model
More informationCopyright 2014 by Pearson Education Chapter Nine. Digital Marketing
Copyright 2014 by Pearson Education 9-1 9 Chapter Nine Digital Marketing Toucan 9 Getting Tobago on the Tourist Map Toucan: experts in SEO, online advertising and consumer engagement Internet as primary
More informationEvolution of the Customer Experience for Loyalty
Evolution of the Customer Experience for Loyalty Contents Evolving the Customer Experience for Loyalty... Why do Customers Leave?... The Customer Experience... What's Important to Customers... Transforming
More informationPart 1. Chapter 1 Introducing digital marketing
Slide 1.1 Part 1 Digital marketing fundamentals Chapter 1 Introducing digital marketing Slide 1.2 Learning objectives Explain the relevance of different types of digital platforms and digital media to
More informationChapter 1 Marketing: Creating and Capturing Customer Value
i t s good and good for you Chapter 1 Marketing: Creating and Capturing Customer Value Copyright 2012 Pearson Education, Inc. Publishing as Prentice Hall 1-1 Creating and Capturing Customer Value GOAL
More information2018 STATE OF GLOBAL CUSTOMER SERVICE REPORT 2018 STATE OF GLOBAL CUSTOMER SERVICE REPORT
2018 STATE OF GLOBAL CUSTOMER SERVICE REPORT 1 2018 STATE OF GLOBAL CUSTOMER SERVICE REPORT INTRODUCTION CUSTOMER EXPECTATIONS CONTINUE THEIR STEADY CLIMB As customer expectations continue to climb, it
More informationTargeting Omni-Channel Shoppers
Targeting Omni-Channel Shoppers Marketing Data Solutions for the Retail Industry Publication Date: March, 2015 www.datamentors.com info@datamentors.com DataMentors, LLC Data-Driven Targeting Omni-Channel
More informationCHAPTER 5. CRM in Current Era
CHAPTER 5 CRM in Current Era - 54 - 5.1 - Introduction 5.2 - Concept of e-crm 5.3 - Differences between CRM and e-crm 5.4 - Types of e-crm 5.5 - e-crm through the Customer Lifecycle 5.6 - Benefits of e-crm
More informationYour Digital Marketing Toolkit Incorporating Online Platforms into your Marketing Strategy
Your Digital Marketing Toolkit Incorporating Online Platforms into your Marketing Strategy M A R T I N M C D O N A L D Find the most effective digital strategies for your business Best practice and common
More informationHow To Get More Customers With Better Digital Marketing. Spa Life International (UK) Conference. 15 Nov 2017
How To Get More Customers With Better Digital Marketing Spa Life International (UK) Conference 15 Nov 2017 PR Smith Marketing Books PR Smith Marketing Mentoring & Consultancy PR Smith Marketing Talks PR
More informationChapter 1 1. A marketing mix includes: a) Plan b) Production c) Place d) Performance
Chapter 1 1. A marketing mix includes: a) Plan b) Production c) Place d) Performance 2. Which of the following is NOT a characteristic of marketing? a) Helps create value b) Is about satisfying consumer
More informationChapter 1 Marketing: Creating and Capturing Customer Value
i t s good and good for you LECTURE 1 Chapter 1 Marketing: Creating and Capturing Customer Value Creating and Capturing Customer Value Topic Outline What Is Marketing? Understand the Marketplace and Customer
More information3 Bright Ideas for Increasing Conversions with Customer Engagement
3 Bright Ideas for Increasing Conversions with Customer Engagement Table of Contents Are Old-School Engagement Techniques Putting Your Business in a Bad Light?... 3 The Electrifying Results of Effective
More informationWHAT EVERY B2B MARKETER NEEDS TO KNOW
WHAT EVERY B2B MARKETER NEEDS TO KNOW The news is out: B2B marketing isn t boring. In fact, traditional consumer-driven tactics are being adopted to create inspiring campaigns that help attract new prospects,
More informationDeveloping and Maintaining Customer Relationships through Social Media. Peter webdoc Martin
Developing and Maintaining Customer Relationships through Social Media. Peter webdoc Martin 1 out of every 5 minutes spent online is on social. Ask Your Customers If They Are Happy Social continues to
More informationAudience Development Focusing on the audience at the core of your organisation
Audience Development Focusing on the audience at the core of your organisation Across 15 ticketed Northern Ireland arts organisations in 2009 724,000 seats worth 10.3 million pounds remained unsold more
More informationMMK277 Marketing Exam Notes
MMK277 Marketing Exam Notes Module 1: Chapter 1: Marketing: Creating and Capturing Customer Value Objective 1: Define marketing and outline the steps in the marketing process What is marketing? An activity,
More informationTo tweet or not to tweet. Investing in social media for wealth managers
To tweet or not to tweet Investing in social media for wealth managers Other papers in this series: Advice goes virtual April 2015 It got so late so soon: Wealth and asset managers awake to the new digital
More informationDecoding the Customer Journey
Decoding the Customer Journey ebook Are you on the map? Mapping also enables charities to understand the donor experience, their needs and frustrations so that positive changes can be made to improve donor
More informationPostgraduate Diploma in Digital Marketing
2017 1 Postgraduate Diploma in Digital Marketing Awarded by University of California Irvine Extension 2017 2 Accelerate your Career Improve Your Career Options with a Professional Postgraduate Diploma
More informationBEST PRACTICES: 2015 Credit Card Mobile Sites and Apps
BEST PRACTICES: 2015 Credit Card Mobile Sites and Apps Who is KLI? KEY LIME INTERACTIVE (KLI) is a user research firm that conducts both qualitative and quantitative research for Fortune 2000 companies,
More informationSusan Hallam, Managing Director, Hallam Communications
Susan Hallam, Managing Director, Hallam Communications A framework for your digital marketing strategy Susam Hallam is an independent internet marketing consultant, with specialist experience of working
More informationPOLYTECHNIC OF NAMIBIA
POLYTECHNIC OF NAMIBIA SCHOOL OF ECONOMICS & FINANCE DEPARTMENT OF MARKETING BACHELOR OF MARKETING (07BMAR & OTHER PROGRAMMES) INTRODUCTION TO MARKETING AND ITS ENVIRONMENT SUBJECT CODE: IME511S DATE:
More informationecommerce Loyalty? YES indeed, Mr. Customer!
ecommerce Loyalty? YES indeed, Mr. Customer! MAKIS THEMELIS Chief Digital & Commercial Officer QIVOS S.A. About Me BA in European Studies / MA in International Business Relations 20+ years of professional
More informationEssential Strategies for Growing Your Business. (With Inbound Marketing)
21 Essential Strategies for Growing Your Business (With Inbound Marketing) INTRODUCTION Inbound marketing better positions your company to get found by your customers by developing an online presence that
More informationA STUDY ON FACTORS THAT DRIVE SATISFACTION AMONG ORGANIZATIONAL USERS OF WATER TREATMENT PLANT
Volume 6, Issue 10 (October, 2017) UGC APPROVED Online ISSN-2277-1166 Published by: Abhinav Publication Abhinav National Monthly Refereed Journal of Research in A STUDY ON FACTORS THAT DRIVE SATISFACTION
More informationSOCIAL MEDIA OPTIMISATION
Generate more sales and revenue from expanded audience reach and engagement through social media optimisation. SOCIAL MEDIA OPTIMISATION PRIMER JUNE 2016 RELEASE i Table of Contents What is Social Media
More informationExploiting IT for business benefit
Exploiting IT for business benefit EITBB 5. Customer relationship management benefit. BCS 1 Transactions versus relationships Transactions are usually: One-off purchases or uses of services With no automatic
More informationWhat s happened CUSTOMER LOYALTY? And 5 Steps You Can Take To Get It Back
What s happened to CUSTOMER LOYALTY? And 5 Steps You Can Take To Get It Back What s happened to CUSTOMER LOYALTY? A business without customers is just a hobby, and loyal customers are the most important
More informationBusiness Social Media Marketing Foundation
Business Social Media Marketing Foundation Bio Mike Saunders, MBA The Authority Positioning Coach Forbes & Huffington Post Contributor Podcast Host- Influential Entrepreneurs www.authoritypositioningcoach.com
More informationLEARN, SHARE, GROW: Digital Marketing and Social Media. Jason Sikora, The Acquisition Agency
LEARN, SHARE, GROW: Digital Marketing and Social Media Jason Sikora, The Acquisition Agency Agenda 1. The Digital Age circa 2012 2. Marketing From the Inside-Out 3. Get In On The Conversation 4. High Level
More informationThank you for choosing us as your partner in education.
WELCOME TO REGENESYS! Thank you for choosing us as your partner in education. Your educational progress is our top priority, so please share your thoughts and experiences with us via feedback@regenesys.co.za.
More informationCreating and Capturing Customer Value
Creating and Capturing Customer Value Topic Outline What Is Marketing? Understand the Marketplace and Customer Needs Designing a Customer-Driven Marketing Strategy Preparing an Integrated Marketing Plan
More informationLOST YOUR CRM DIRECTION?
LOST YOUR CRM DIRECTION? THIS 5-STEP ROADMAP CAN HELP The better an organisation understands its customers and their needs and their expectations, the greater opportunity it has to satisfy those needs
More informationMONETIZING CUSTOMER EXPERIENCE
MONETIZING CUSTOMER EXPERIENCE By Janet LeBlanc President Janet LeBlanc + Associates Inc. Management guru Peter Drucker, often referred to as the founder of modern management, famously proclaimed the purpose
More informationCreating Loyal Customers
Creating Loyal Customers Brought to you by Page 1 of 6 In today s competitive retail environment it takes far more than a sequence of emails or coupons to engage consumers efficiently and create a loyal
More informationFinancial Services Club 28 September 2016
Financial Services Club 28 September 2016 Clinton Bell cbell@customersfirstnow.com 07941 227512 @DigitalCXetc https://uk.linkedin.com/in/clintonbelluk Reaching the digital consumer How to make the best
More informationGet started and get better Erwin Taets VIVES Leisure Management Research & Expertise Center
Social Media 2.0 Get started and get better Erwin Taets VIVES Leisure Management Research & Expertise Center VIVES previously known as KATHO new name: VIVES since September 2013 VIVES = you will live in
More informationTHREE STEPS TO WEBSITE SUCCESS
THREE STEPS TO WEBSITE SUCCESS Once it was enough to put a few web pages online, hang up your open for business sign and expect customers to come rolling in. Well, that s not exactly correct online business
More informationBrand Advocacy and the Emotionally Connected Customer
ITA GROUP EBOOK Brand Advocacy and the Emotionally Connected Customer How Authentic, Lasting Emotional Connections Create Powerful Brand Advocates Table of Contents The New Loyalty Landscape...1 The Era
More informationThe Customer Journey Capturing and Analyzing Events That Drive Viewership. October 18, 2016
The Customer Journey Capturing and Analyzing Events That Drive Viewership October 18, 2016 At Teradata, we know Analytics and data unleash the potential of great M&E companies 2 Finding Meaning in Analytics
More informationOracle s Data Management Platform + Cross-Channel Marketing Solution
Oracle s Data Management Platform + Cross-Channel Marketing Solution Improve Customer Acquisition, Retention and Lifetime Value Copyright 2014 Oracle and/or its affiliates. All rights reserved. The Digital
More informationWant Better Conversion Rates? Retargeting is the Way to Get Them
Want Better Conversion Rates? Retargeting is the Way to Get Them utahseopros.com/want-better-conversion-rates-retargeting-way-get A tailored retargeting campaign will outperform all other digital marketing
More informationTHE STATE OF CUSTOMER DEVOTION IN RETAIL PART TWO
THE STATE OF CUSTOMER DEVOTION IN RETAIL PART TWO A QUICK RECAP: PART ONE... THE OBJECTIVE We were intrigued to discover how customer s devotion to retailers is influenced by loyalty strategies. THE METHODOLOGY
More informationChapter 1: Creating and capturing customer value
Chapter 1: Creating and capturing customer value What is Marketing? Marketing is managing customer relationships. Marketing is a social and managerial process by which individuals and organizations obtain
More informationMarket Penetration: a strategy for company growth by increasing sales of current products to current market segments without changing the product.
Contrast the following 2 marketing management orientations: The Selling Concept and The Market Concept. Name a market or category where The Selling Concept is still the most popular marketing management
More informationDIGITAL PLAN FOR SUCCESS
PUNCH DIGITAL DIGITAL MARKETING BLUEPRINT PLAN FOR SUCCESS About PUNCH digital At PUNCH digital we specialise in connecting businesses with their customers. Whether you re a small grassroots business or
More informationThe ROI on Member Retention
The ROI on Member Retention Why Focus on Member Retention? The Myths Around Member Retention Retention is About Loyalty, Not Satisfaction The Lifetime Value of a Member The Key to Retention is Member Relationship
More informationCIM Marketing Leadership Programme (Level 7) Module Specification: Managing Business Growth Elective Module. Dynamics for Business Growth
CIM Marketing Leadership Programme (Level 7) Module Specification: Managing Business Growth Elective Module Purpose Statement Growth is a key driver within any organisation and developing both a structured
More informationAbout Mhairi Petrovic
Mastering Social Media to Grow Your Small Business Mhairi Petrovic Out-Smarts Marketing Inc. About Mhairi Petrovic Founder of Out-Smarts Marketing Blogging since 2007 Podcaster Educator Fellow Entrepreneur
More informationMarketing COURSE NUMBER: 22:630:615 COURSE TITLE: Digital Marketing
Marketing COURSE NUMBER: 22:630:615 COURSE TITLE: Digital Marketing COURSE DESCRIPTION This course will explore the exciting and ever changing world of online marketing. Students will not only learn the
More information