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Touchpoint excellence:Does multichannel pay off?
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Long-standing, trusting customer relationships
1991 2002 2004 2006 2008 2010 2011 2012
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DOES MULTICHANNEL MAKE SENSE?
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YES, because ...
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1.
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Multichannel customers generate up to 100% more
turnover than mono-channel customers
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2.
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Multichannel CRM reduces price markdowns by
up to 20%
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3.
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Multichannel customersare 50% more loyal than mono-channel customers
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Say yes to multichannel! The question is
HOW DOES THIS HAPPEN?
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FIRST OF ALL::LISTEN!
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Choose „right data“ instead of „big data“!
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SECOND::UNDERSTAND!
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Companies use only 10% of all available data!
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THIRD: ARTICULATE!Implement the developed strategies
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Tackle theChange Process
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1. Explore your technological options
2. How do you engage with people
3. Clarify responsibilities (structures, organization, budgets etc.)
4. Re-think your target systems
5. Make sure the C-suite is behind you
defacto.x for:
• Over 150 Loyalty- & CRM-programs• Present in all industries• Founded in 1989
EXPERIENCED
Why customers choose defacto.x as an outsourcing partner
• A single contact person• Your „one-stop-shop“
EFFICIENT
• Close to 300 employees• EUR 39 million in turnover• Organic growth• Owner managed
STRONG
• Over 65 markets• e.g. 24/7 social CRM in 17 languages• Partner for local services• Co-founder of Tribe Global
WORLDWIDE SUPPORT
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Our customers
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Thank you for your attention
defacto.x · Am Pestalozziring 1-2 · 91058 Erlangen, Germany · www.defacto-x.de19
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