10 Building blocks to ‘world class’ CRM Antony Lea
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10 Building blocks to ‘world class’ CRM
Antony Lea
KPI’s
“If it cannot be measured, it cannot be managed”
Peter Drucker
KPI’s
PLAN
DOREVIEW
KPI’s
PLAN
DOREVIEW
KPI’s
PLAN
REVIEW
DO
KPI’s
ORDERS
KPI’s
CONVERSION
ORDERS
KPI’s
KPI’s
CONVERSION
ORDERS
KPI’s
CONSIDERATION
CONVERSION
ORDERS
KPI’sAWARENESS
CONSIDERATION
CONVERSION
ORDERS
KPI’sAWARENESS
CONSIDERATION
CONVERSION
ORDERSCPRO RE-ENGAGEDRE-ACTIVATED
TAC
Measure
“A person without data,is just a person with an opinion”
Stuart Broughton
TAC
Measure
TAC
Measure
TAC
Measure
TAC
Measure
TAC
Measure
TAC
Measure
Segment
“If you’re not thinking segments,you’re not thinking!”
Theodore Levitt
Segment
Segment
Segment
Segment
Active Dormant
Segment
Active Dormant
BUY MORE STUFF
Segment
Active Dormant
BUY MORE STUFF
Segment
Active Dormant
BUY MORE STUFF
SEE NEW
STUFF
Segment
Active Dormant
BUY MORE STUFF
SEE NEW
STUFF
Segment
Evaluate
“You have brains in your head.You have feet in your shoes.
You can steer yourself in anydirection you choose”
Dr Seuss
Evaluate
TAC
Strategy
“Luck is what happens whenpreparation meets opportunity”
Seneca The Younger
TAC
Strategy
Group Head of
CRM
Group CRM
Director
DACH
CRM Manager
BENELUX
CRM Manager
FRITES
CRM Manager
UK & IRELAND
CRM Manager
UK & IRELAND
CRM Executive
TAC
Strategy
Campaign
Manager
Head of CRM
CRM Analyst HTML CoderProgram
ManagerCRM Executive
CRM Intern
Technical CRM
Manager
TAC
Strategy
TAC
Strategy
TAC
Strategy
TAC
Strategy
TAC
Strategy
Data
“However you gather, manageand use information willdetermine whether you
win or lose”
Bill Gates
Data
Data
Transactional
Data
Email Behaviour
Transactional
Data
Transactional
Email Behaviour
Site Behaviour
Data
Transactional
Email Behaviour
Site BehaviourDevice Behaviour
Data
Device Behaviour
Transactional
Email Behaviour
Site Behaviour
CS Interactions
Data
Device Behaviour
Transactional
Email Behaviour
Site Behaviour
CS Interactions
Reviews
Data
Content
“Content builds relationships.Relationships are built on trust.
Trust drives revenue”
Andrew Davis
Content
Content
Content
Content
Content
Content
Content
Content
TAC
Automate
“If you want something tohappen, ask. If you want it
to happen often, automate it”
Ivan Cherevko
TAC
Automate
TAC
Automate
TAC
Automate
Recommend
“They’ll take suggestionas a cat laps milk”
William Shakespeare
Recommend
Recommend
Recommend
Recommend
10Omni-channel
“Be consistent.Be everywhere.
Amplify!”
Antony Lea
10Omni-channel
10Omni-channel
10Omni-channel
10Omni-channel
In conclusion
In conclusion
PLAN
In conclusion
PLAN
DO
In conclusion
PLAN
DOREVIEW
In conclusion
PLAN
DOREVIEW
KPI’s
Measurement
In conclusion
PLAN
DOREVIEW
KPI’s
Measurement
Segment
In conclusion
PLAN
DOREVIEW
KPI’s
Measurement
Segment
Evaluate
In conclusion
PLAN
DOREVIEW
KPI’s
Measurement
Segment
Evaluate
Strategy
In conclusion
PLAN
DOREVIEW
KPI’s
Measurement
Segment
Evaluate
Strategy
Data
Content
Automate
Recommend
Omni-channel
In conclusion
1. kpi’s2. measure3. segment4. evaluate5. strategy6. data7. content 8. automate9. recommend10.omni-channel
Final thought
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