Building on Customer Engagement George Scotti Director, Channel Marketing & Account Development, Americas Loyalty Expo 2011 March 20-22, 2011 Hyatt Regency Grand Cypress, Orlando, FL
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Building on Customer EngagementGeorge Scotti
Director, Channel Marketing & Account Development, Americas
Loyalty Expo 2011
March 20-22, 2011Hyatt Regency Grand Cypress, Orlando, FL
Springer Customer Engagement Programs 2
Springer
• Leading global scientific, technical & medical publisher,
delivering content via databases to corporate,
government and academic institutions.
•EUR 859 million.
•More than 5,000 employees around the world.
•Some 2,000 journals and more than 6,500 new book
titles every year in the STM sector; backlist of more than
70,000 titles.
Springer Customer Engagement Programs 3
Customer EngagementDecision Maker
LAB
Library Staff
Summit
Users
On Site Program
Springer Customer Engagement Programs 4
Springer’s Results
Springer Customer Engagement Programs 5
Case Study: US Academic LAB Meeting ROI
0 1 2 3 4 100
125
150
175
200
225
• Industry 2.5%
• Springer
4.5%
• Top Accounts 13%
• LAB Accounts 19%
Springer Customer Engagement Programs 6
Create Adopters
Summits &
References
Leverage Customers
Becky AlbitzMonica Metz-Wiseman
Warren Holder
Springer Customer Engagement Programs 7
Case Study: eBook Summit – New York
Prospects Leads Close
$1,335,000
$261,000 $210,000 $45,000
$1,248,000
$513,000
Accelerating the Sales Cycle
Before After
50 Qualified Attendees
Springer Customer Engagement Programs 8
Ratings on satisfaction with Springer’s products & services
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