driving customer-centricity with incremental innovation
DESCRIPTION
See Joel Nicholson the Managing Director of Marketsoft presenting at the ADMA Global Forum 2013 - http://youtu.be/FQtMOzF63kk Visit our blog at - http://www.marketsoft.com.au/blog/TRANSCRIPT
Customer centricity
No Silver Bullet
It is hard, the struggle & the journey…
Product-centric
Customer-Centric
Client success story –
Transformation journey
Product-Centric
Large acquisition mailings
Driven by revenue targets
Overseas
Customer-Centric
Listening
Brochure
Lifecycle
Pathways
Major wealth management Company - Transformation
1. Hard stuff
2. Incremental good stuff
3. Awesome outcome stuff
4. Not so awesome stuff
5. Real stuff
Hard stuff…
Data quality
Access
Slow data turnaround
Predict customer behaviour
Measure
Segment and personalise
2. Incremental good stuff
Marketing Team
Customised Data Sets
Support Service
Agile Reporting
New Technology
3. Awesome outcome stuff
Available within days
Signoff
New data
New Partners
4. Not so awesome stuff
TM Channel only
Near real time
Pathways
5. Real stuff
Served everyday
Relationships
New Revenue
Customer centricity
A better world!
