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Unlock Customer Usage Data to Drive Customer Success February 20, 2013

W E B C A S T S E R I E S. Unlock Customer Usage Data to Drive Customer Success February 20, 2013. 2pm to 3pm EDT. Featured Speakers. Dennis Gershowitz VP, Service Strategies Practice. Karl Wirth CEO/Cofounder. Robert Johnson President & CEO.

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Unlock Customer Usage Data to Drive Customer Success February 20, 2013

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  1. W E B C A S T S E R I E S Unlock Customer Usage Datato Drive Customer SuccessFebruary 20, 2013 2pm to 3pm EDT

  2. Featured Speakers Dennis Gershowitz VP, Service Strategies Practice Karl Wirth CEO/Cofounder Robert Johnson President & CEO

  3. CEMDNA Playbook StrategyDennis GershowitzVP, Service Strategies PracticeAnthony & Alexander Group LLC

  4. Managing the Online Customer Experienceis the Next Frontier • Traditional customer service channels • Call center • Professional Services • Field Service • Times have changed! • New cloud & SaaS online channels • On-demand and other self-service resources • Customers contact service/support as a LAST resort! • How do you know and serve customers in this new online world to ensure satisfaction and loyalty? • CEM remains a constant in every industry and business model • There are proven ways to manage the quality of the customer experience

  5. CEMDNA Playbook Strategy℠ 4 Phases – 12 Building Blocks

  6. Unlock Customer Usage Data to Drive Customer SuccessKarl WirthCEO/Cofounder, Apptegic Apptegic software helps organizations understand their customers and respond to them in-context. Karl has been a product and marketing executive at Red Hat, Sentillion, and RSA Security. http://www.apptegic.com

  7. Two of the essential principles of business success Know your Customer Serve your Customer

  8. Offline, you can get to know your customer

  9. Offline, you can guide your customer to success

  10. Online, how do you know your customers and guide them to success?

  11. by Understanding their Engagement with your Business Know Your Customer in an Online World

  12. Imagine you run the Google Docs business

  13. How can you see and serve inside the black box?

  14. Track user’s page views, clicks, business metrics

  15. Engagement Score CONFIDENTIAL

  16. Segment customers by behavior and attributes CONFIDENTIAL

  17. Analyze Trends CONFIDENTIAL

  18. Understand particular customers CONFIDENTIAL

  19. Get Alerts

  20. Synch insight to SalesForce / CRM

  21. by Responding to them Personally and In-Context Serve Your Customer in an Online World

  22. Communicate appropriately and effectively Email Marketing Marketing Automation Apptegic Smart MessageTM 1:Many Marketing Email Text Phone 1:1 Service Sales Chat Off Site, Out of Context On Site, In Context CONFIDENTIAL

  23. Smart Message right into the Web Experience

  24. Move customers down the funnel

  25. Another Example: B2B Marketing

  26. First Visit Second Visit

  27. Pop up a form Provide a guided tour How Different Footer Calls to Action. If I complete one, the other is shown

  28. Understand and respond to each customer online.Turn your customers into your champions.

  29. apptegic.com

  30. Customer Usage Data in Action at Team Support Robert JohnsonPresident & CEO

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  35. Healthy Customers Trial Customers – Which one will convert?

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  37. Thanks for Your Participation Karl Wirth CEO/Cofounder Tel. 617/960-7784 kwirth@apptegic.com Robert Johnson President & CEO Tel. 800/596-2820 x803 rjohnson@teamsupport.com Dennis Gershowitz VP, Service Strategies Practice Tel. 910/270-5382 dennisg@dgassocaites.net

  38. Requests for Information Bill Bradley Director of CEM Marketing Omega Management Group Corp. Tel.: 978/715-2587 bbradley@omegascoreboard.com www.omegascoreboard.com Check for upcoming webcasts at www.omegascoreboard.com/webcast.php

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