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With so many smart-phones in use, mobile apps can now truly transform the customer life-cycle. The presentation covers apps which are impacting every phase of the life-cycle from awareness, loyalty, product discover, point of purchase, and customer support. Businesses have an opportunity to leverage / learn from these apps to better engage with their customers.
Citation preview
June2011
HowMobileAppsAreTransformingCRM
Mobile Apps – Transforming CRM
MobileApps–Impac>ngEn>reCRMLifecycle
- Areas of Impact - Offers & Coupons
- Loyalty Program Management
- In-store Footfalls
- In-store Product Availability
- Real Time Product Review / Comparison
- Point of Purchase
- Customer Self-Service
MobileApps–ImpactonCRMFlow
Mobile Apps – Offers & Coupons
Source:hGp://www.ruGers.com/?page_id=305
RuGersCovenienceStoreApp
RuGer’sisaPennsylvania,US‐basedconveniencestorechain
TheApphelpedusersto: LocateclosestRuGer’sstoresandgetdirec>onsfromyourcurrentloca>on
Getreal‐>megaspriceinforma>onforRuGer’sstores
Getinstantalertsaboutspecialpromo>onsanddealsavailableatRuGer’sstores
Redeempaperlessmobilecouponssentdirectlytotheirsmartphones
Leverageloyaltycardduringpurchasetoearndiscountsongasoline
Cardaginhelpslocalbusinessesstayinbusinessbyconnec>ngthemwiththeirmostloyalcustomers
Businessescansenddailycouponstoindividualcustomers,usinginforma>onthateachuserhasappliedtoCardagin
Cardaginhelpsusersconsolidatetheirloyaltycards,accumulatestatus,withouttheburdenofcarryingstacksofpaperandplas>cloyaltycards
Checkforanycouponsthatmaybeavailableforthatbusinessandchoosethemostappealingoffertoredeem
Recordloyaltypointstoearnrewards,andredeemrewardsearnedfrompriorvisits
Source:hGp://itunes.apple.com/us/app/cardagin/id381051635?mt=8#
Cardagin
Empowersmerchantstopushtherightofferstotherightcustomersinreal>meviageo‐targe>ng
Providessimpletoolsformerchantstoloadoffers,couponsandincen>vesintotheapplica>on
Enablescustomerstopromoteincen>veprogramsandcommunicateimportantinforma>onlikeproductrecallstocustomers
Providesadeeplevelofcustomeranaly>cs,enablingmerchantstotailormarke>ngmessagesandpromo>onstomobilecustomers
Helpssharecustomizedmerchantinforma>ontocustomerslikecontactinforma>on,storelocatorsandmobilecoupons
Source:hGp://www.mycardstar.com/
CardStar
Mobile Apps – Loyalty Program Management
PlacePopisaloca>on‐basedserviceforbusinessestocreatealoyaltyprogramtorewardrepeatcustomers
Businessescancreateamobileloyaltycardwithoutneedingtobuildnewtechnology
Businessescancustomizetheircardwithlogo,images,customgree>ngsanddefinecard>ers(i.e.bronze,silver,gold,etc)
Theappusesadevice’sGPSsystemtoiden>fyPlacePoppar>cipantsinthesurroundingareaanduserwish‐lists
Businessesalsogetaccesstouserdemographicthroughac>vityfeeds,contentshared;analy>csonotherloca>onsvisited,facebookdemographics,etcSource:hGp://www.placepop.com/
Placepop
Mobile Apps – Increase In-store Footfalls
ShopAlertsusesgeo‐fencingtechnologytocreateapre‐defined,virtualspacearoundapar>cularloca>on
Itisnot>edtoanyoneapp,opera>ngplaborm,carrier,ordevice
Supportsdeliveryoftext/richmediamessagetailoreddynamicallybasedonplace,day,>me,andCRMorcustomerloyalty/pastpurchases
Customerscanopt‐intoreceiveShopAlertsmessagesandcustomizemessagingfrequencyandcontentpreferences
Provisionforloca>onbasedqualita>veandquan>ta>vereportstosupportmeasureeffec>venessofmarke>ngstrategySource:hGp://placecast.net/shopalerts/index.html
PlacecastShopAlerts
Mobile Apps – In-store Product Availability
Locatesnearestloca>onofretailerwhereproductisavailableandconciergeservicetoreserveproduct
Providesdetailedinforma>onproductspecs(i.e.productcatalogs)andavailability
Providesexactloca>ontousersonmapgeneratedinreal>mewithwalking&drivingdirec>onsbasedontrafficflow
Productsfromover200,000retailersandproductmanufacturers.Offersmorethan3millionuniqueproductsacrosstheU.S
Source:hGp://www.jiwire.com/compass
JiWireCompass
Mobile Apps –Product Review / Comparison
Allowsuserstosearchforproductsthroughimagecapture(forbooks,cd,dvds,games,etc)orvoice(sayingthenameoftheproduct)andalsosupportsscanningbarcodeofalmostanyproduct
ItleveragesGoogleproductsearchtohelpuserscanfindprices,reviews,specs,andmore
Userscanfindthebestpricesonlineandbuytheproductfromtheirfavoriteweb‐site
Appallowsuserstofindnearbystores,thencallthem,getdirec>ons,andmore
Appprovidesuserswithcura>onfeaturestobookmarkfavoritesandsharepar>cularproductdetailsthroughFacebook,TwiGer,etc
Source:hGp://www.google.com/mobile/shopper/
GoogleShopper
Mobile Apps – Point Of Purchase
TheStarbucksmobilepaymentsofferingisa“touchtopay”system,whereapp’sbarcodecommunicateswiththein‐storescannerattheregistertomakethepayment(evenwithoutaphysicalcard)
Userscanmanagetheirfunds,checkcardbalance,addaddi>onalfunds,reviewyourpurchasehistoryviathecardapp
Registeredcardsareen>tledtoaddi>onalbenefitsthroughdiscounts,rewardsandspecialperkslikeafreedrinkonyourbirthdayorfreewifiaccessusingyourlaptopatanyStarbucks
Supportsvariousmethodstorefillcard(Visa,MasterCard,etc)andsecurelyencryptsandtransmitsusercreditcardinforma>onusing256‐bitSSLencryp>on
Source:hGp://www.starbucks.com/coffeehouse/mobile‐apps/starbucks‐card‐mobile
StarbucksMobileCard
Mobile Apps – Customer Self Service
UserscanleverageselfservicetomakeflyingwithDeltaairlinesmoreconvenientandrewarding
Userscancheckinforupcomingflights,downloadmobileboardingpasses,selectseats,andrebookcanceledormisconnectedflights
Supportscheckingflightstatus,terminalinforma>on,upcomingflightschedules,airportinforma>on,weather,etc
Providesfeaturestomanageskymilesbalance,andconveniencefeaturesforfrequenttravelerslike"noteyourparkingspot”Source:hGp://www.delta.com/traveling_checkin/
travel_>ps/mobile/iphone/index.jsp
FlyDeltaApp
About Kuliza
Kuliza is a social technology firm focused inhelping companies leverage social so4ware,community pla8orms, mobile and cloudcompu;ng for improving business performance,communica>onandcustomerengagement.
AboutKuliza
Kulizaofferscloudservicestoensureahasslefreeinfrastructuretosustainyourchangingneeds.Ourfocusareasare: Cloudconsul>ng Cloudhmigra>onandmanagement
Kulizaofferssolu>ontodesign,buildanddistributemobileappsforiOS,AndroidandBlackberry.Ourfocusareasare: MobileCRM Mobileloyaltyprograms MobileTransi>on
Kulizaofferssolu>onsfordesigningandbuildingsocialsoqwareandcommunityplaborms.Ourfocusareasare: Onlinecommuni>es FacebookApps SocialCommerce SocialCRM
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AskushowmobileappscantransformyourCRMKuliza.com|sales@kuliza.com|@kuliza
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kaushal.sarda@kuliza.com @ksarda
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