Presentation at Emerce connect by Gianfranco Cuzziol Customer Experience Marketing - The New CRM

1. Customer Experience
Marketing
The New CRM
gianfranco cuzziol
head of everywhereCRM
cuzziol.blogspot.com
gianfranco@cuzziol.com
@iamgfc
emerce connect amsterdam december 2011

2. an apology
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3. how many of you are marketers?
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5. Search for VW Darth Vader Commerial
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9. What’s our Facebook Page Going to Look Like?
What’s our Facebook Strategy?
What’s our Social Strategy?
What’s our CRM Strategy
What’s our Strategy?
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11. what CRM actually means?
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12. What CRM actually means?
CRM is a philosophy with the audience at its heart.
It is two-way interaction
It is designed to strengthen the connection
It HAS to be beneficial to the audience as well as
the Brand.
The consumers shape how they want to engage
emerce connect amsterdam december 2011

13. the world of CRM is changing
Lets for the sake of argument call the future CRM v3.15
• If you wait for the future it will pass you by
• Its about making life easier/better
• No longer based on ‘batch’ processing
• it’s not controlled by the Brand
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16. engage customers when they’re most eager to
Customer emotions in
ownership cycle hear from you
Key customer
’ moments of truth ‘
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17. and sometimes when they don’t expect it
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19. in store
Search for Best Buy Digital Blue Shirts
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21. what do we see when we talk CRM?
Good CRM Bad CRM
Valued, relevant, engaging, Intrusive, pushy,
useful irrelevant,
exploitative, salesy
Good for the customer &
the organisation One way
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22. CRM Touch-Points
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23. the sweet smell of a good experience
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24. what good CRM looks like?
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25. the new CRM
Is
Everywhere
AND
Enywhere
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26. how many of you remember these?
how many of you actually influence these?
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27. these are what crm is all about
it’s about marketing…
…..and the experiences we create
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28. taxi!!
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31. spicy pepperoni please
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32. going dutch
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33. wakey wakey !!
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36. online
Search for Google Checkout
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37. the 3 questions to ask about your CRM
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38. 3 things to remember
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39. the new crm
IT’S ALL ABOUT THE
EXPERIENCE

40. thank you
gianfranco@cuzziol.com
@iamgfc
+44 (0)750 6699795
cuzziol.blogspot.com www.linkedin.com/in/gcuzziol twitter.com/iamgfc
emerce connect amsterdam december 2011