Emerce connect december 2011 gianfranco cuzziol 131211 final (4)

Customer Experience Marketing The New CRM

gianfranco cuzziol head of everywhereCRM cuzziol.blogspot.com gianfranco@cuzziol.com @iamgfc

emerce connect amsterdam december 2011

an apology

how many of you are marketers?

Search for VW Darth Vader Commerial

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

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

Everywhere

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

the 3 questions to ask about your CRM

3 things to remember

IT’S ALL ABOUT THE EXPERIENCE

the new crm

thank you

gianfranco@cuzziol.com

@iamgfc

+44 (0)750 6699795

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

Emerce connect december 2011 gianfranco cuzziol 131211 final (4)

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