CRM in the Age of Digital Disruption
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1 CRM in the Age of Digital Disruption May 1, 2012
description
As marketing, media and content converge, marketers must find new ways to reach and entertain consumers in order to meet business goals. This presentation covers the latest trends that you need to be aware of to succeed in this new environment. We’ll show you how to apply CRM best practices in the digital age, which new technologies should be used to create engaging UX and optimal ROI, and the new opportunities that digital disruption is opening up to marketers
Transcript of CRM in the Age of Digital Disruption
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CRM in the Age of Digital Disruption
May 1, 2012
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Hello from Wilson
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1. Digital Disruption
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A Modern CRM Agency
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CONTROL
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What device
When to use it
How they use it
Consumers
Have It…
Flickr: © All rights reserved by Brad Frost
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IT’S NOT NEW
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1996: The (Mostly) Read-Only Web
Web 1.0 Digital Disruption
Source: http://www.complexify.com/buttons/
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2006: The Read/Write Web
Web 2.0 Digital Disruption
Flickr: Some rights reserved by Ludwig Gatzke
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Web 3.0 Digital Disruption?
Web 3.0 is the convergence of the virtual and
physical world into the first-generation
Metaverse.• John Smart, Futurist
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The Lines are Blurring
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2. Principles of CRM
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Mutually satisfying goals
Customer dialogue
Positive feelings
Create multi-channel experiences
Define measurable results
CRM Core Principles
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TIFFANY & CO.
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Mutual Goals Customer
Dialogue
Positive
Feelings
Multi-Channel
Experiences
Define
Measurable
Results
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A Modern CRM Agency
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UNITED
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Mutual Goals Customer
Dialogue
Positive
Feelings
Multi-Channel
Experiences
Define
Measurable
Results
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A Modern CRM Agency
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PAMPERS
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Mutual Goals Customer
Dialogue
Positive
Feelings
Multi-Channel
Experiences
Define
Measurable
Results
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A Modern CRM Agency
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WRIGLEYVILLE
SPORTS
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Mutual Goals Customer
Dialogue
Positive
Feelings
Multi-Channel
Experiences
Define
Measurable
Results
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Mutual Goals Customer
Dialogue
Positive
Feelings
Multi-Channel
Experiences
Define
Measurable
Results
CRM Checklist
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3. Technology
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CRM Technology Solutions
Open Source CMS Platforms
Social Customer Service
Social Buzz Monitoring Tools
Data Analysis Tools
WYSIWYG Mobile App
Publishing Tools
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What Can Technologies Do?
Match social profiles to internal CRM lists
Seamlessly manage customer relationships across
different channels
Track e-commerce sales (including from social
network storefronts) in one database
View and influence online conversations about your
brand
Aggregate data to better understand customers, their
likes, interests, etc.
Quickly deploy unique websites and mobile
applications
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IT’S HOW YOU
USE IT
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It’s Having A Partner Who Can…
Control
Assess
Recommend
Integrate
Content
UX
Optimal ROI
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4. Digitally Disrupt Your Business
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Digitally Disrupt Your Business
Applying CRM best practices in new and innovative
ways
Understanding and implementing new technologies
Having a partner who can help assess options, craft
engaging experiences and provide measurable
results
Embracing the opportunities of Digital Disruption
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Digitally Disrupt Your Business
“To build the next generation of product
experiences, you must digitally disrupt your
own business.”• James L. McQuivey, Ph.D., Vice
President, Principal Analyst, Forrester
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A Modern CRM Agency
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SUCCEED IN
THE AGE OF
DIGITAL
DISRUPTION
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THANK YOU
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Thank You
Wilson333 7th Avenue, 10th Floor
New York, NY 10001
www.wilsonrms.com
@wilsonrms
facebook.com/wilsonrms
Contact:
Jeff Fogliano – 646-823-2718
[email protected] | @JeffFog
Shannyn Lee – 425-894-3698
