emerce connect december 2011 gianfranco cuzziol 131211 final (4)

Customer Experience Marketing The New CRM

gianfranco cuzziol head of everywhereCRM cuzziol.blogspot.com [email protected] @iamgfc

emerce connect amsterdam december 2011

an apology



how many of you are marketers?


Search for VW Darth Vader Commerial

http://www.youtube.com/watch?v=R55e-uHQna0


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?

what CRM actually means?


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

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


Customer

emotions in

ownership cycle

Key customer

’ moments of truth ‘

engage customers when they’re most eager to hear from you


and sometimes when they don’t expect it


in store


Search for Best Buy Digital Blue Shirts

D:/Conferences/Emerce Connect/Digital Blue Shirt.mp4

D:/Conferences/Emerce Connect/Digital Blue Shirt.mp4

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


CRM Touch-Points


the sweet smell of a good experience


what good CRM looks like?


the new CRM

Is

Everywhere

AND

Enywhere


how many of you remember these?


how many of you actually influence these?

these are what crm is all about


it’s about marketing… …..and the experiences we create

spicy pepperoni please


going dutch


wakey wakey !!


online


Search for Google Checkout

D:/Conferences/Emerce Connect/online checkout - in real life.mp4

the 3 questions to ask about your CRM


3 things to remember


IT’S ALL ABOUT THE EXPERIENCE

the new crm

thank you

[email protected]

@iamgfc

+44 (0)750 6699795

cuzziol.blogspot.com www.linkedin.com/in/gcuzziol twitter.com/iamgfc


mailto:[email protected]

http://www.cuzziol.blogspot.com/

http://www.linkedin.com/in/gcuzziol

emerce connect december 2011 gianfranco cuzziol 131211 final (4)

Technology

crm strategywhats

world of crm

future crm v3

crm touchpointsemerce

good crm bad crmvalued

facebook strategy

social strategy

online search