Customer Experience Marketing The New CRM
gianfranco cuzziol head of everywhereCRM cuzziol.blogspot.com [email protected] @iamgfc
emerce connect amsterdam december 2011
an apology
emerce connect amsterdam december 2011
emerce connect amsterdam december 2011
how many of you are marketers?
emerce connect amsterdam december 2011
emerce connect amsterdam december 2011
Search for VW Darth Vader Commerial
emerce connect amsterdam december 2011
emerce connect amsterdam december 2011
emerce connect amsterdam december 2011
emerce connect amsterdam december 2011
What’s our Facebook Strategy?
What’s our Social Strategy?
What’s our CRM Strategy
What’s our Strategy?
What’s our Facebook Page Going to Look Like?
emerce connect amsterdam december 2011
what CRM actually means?
emerce connect amsterdam december 2011
What CRM actually means?
emerce connect amsterdam december 2011
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
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
emerce connect amsterdam december 2011
emerce connect amsterdam december 2011
Customer
emotions in
ownership cycle
Key customer
’ moments of truth ‘
engage customers when they’re most eager to hear from you
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and sometimes when they don’t expect it
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emerce connect amsterdam december 2011
in store
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Search for Best Buy Digital Blue Shirts
emerce connect amsterdam december 2011
what do we see when we talk CRM?
Bad CRM
Intrusive, pushy,
irrelevant,
exploitative, salesy
One way
Good CRM
Valued, relevant, engaging,
useful
Good for the customer &
the organisation
emerce connect amsterdam december 2011
CRM Touch-Points
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the sweet smell of a good experience
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what good CRM looks like?
emerce connect amsterdam december 2011
the new CRM
Is
Everywhere
AND
Enywhere
emerce connect amsterdam december 2011
how many of you remember these?
emerce connect amsterdam december 2011
how many of you actually influence these?
these are what crm is all about
emerce connect amsterdam december 2011
it’s about marketing… …..and the experiences we create
emerce connect amsterdam december 2011
spicy pepperoni please
emerce connect amsterdam december 2011
going dutch
emerce connect amsterdam december 2011
wakey wakey !!
emerce connect amsterdam december 2011
emerce connect amsterdam december 2011
online
emerce connect amsterdam december 2011
Search for Google Checkout
the 3 questions to ask about your CRM
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3 things to remember
emerce connect amsterdam december 2011
IT’S ALL ABOUT THE EXPERIENCE
the new crm
thank you
@iamgfc
+44 (0)750 6699795
cuzziol.blogspot.com www.linkedin.com/in/gcuzziol twitter.com/iamgfc
emerce connect amsterdam december 2011
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