366 Degrees Gaining Extra Degrees of Success

Transcription

1 366 Degrees Gaining Extra Degrees f Success In the rush t gain new custmers, cmpanies ften verlk their best custmers the nes they already have. While finding and attracting new custmers is certainly fundamental t business success, managing and mining the relatinship with current custmers can uncver a degree f untapped revenue and grwth that many businesses neglect. And since it csts up t seven times mre t acquire a new custmer than it des t sell t an existing ne, it s simply sund strategic sense t lk fr ways t better manage, nurture and imprve the relatinships yu have with yur existing custmers. Taking better care f existing custmer relatinships can als dramatically imprve yur ability t attract new custmers. Indeed, the ld axim, wrd-f-muth is the best advertising, is magnified in the age f scial media. Whereas wrd-f-muth was nce limited t casual feedback ver cffee r an infrmal chat at the ffice water cler, custmer experiences and perceptins are nw shared wrldwide amngst a multitude f scial media utlets, blgs, chat rms and prduct review sites. And what custmers say nline can have a significant and immediate impact n yur brand equity. If it s psitive yu win; gaining new custmers can be easy and free. But if yur cmpany s nline reputatin is pr: beware. Change the View Many vehicles exist t cmmunicate with custmers mbile and scial platfrms, nline custmerfacing prtals, paperless crrespndence, and even traditinal print but cmpanies ften struggle t make the mst f custmer cmmunicatins due t disparate pckets f technlgy, siled peple and prcesses, and a lack f a unified apprach t custmer cmmunicatins management. 366 Degrees by OMI changes all f that with a single clud-based platfrm t manage all f yur custmer cmmunicatins n matter what frm they take. Yu can easily d things like message persnalizatin, target segmentatin and in-depth campaign analytics; reach acrss cmmunicatin channels in scial media, mbile and nline frmats, then quickly analyze the effectiveness f thse scial cnnectins. With ur integrated print service, 366 Brand Direct yu can even take full cntrl f yur printed materials as well; the streamlined wrkflw creates custmized marketing pieces at cnsiderably reduced cst while yu manage and imprve all f yur custmer cmmunicatins. Cmmunicating with custmers is nt as simple as it used t be and 366 Degrees prvides bth the technlgy and the platfrm t make it easier and mre effective. 366 Degrees encmpasses three critical flavrs f custmer cmmunicatins: Transactinal imprve the day-t-day transactins f yur business Marketing bst custmer relatinships and reach new custmers Scial turn clients and custmers int lyal brand ambassadrs 1 P a g e O u t s u r c e M a n a g e m e n t I n c. ( O M I )

2 The Next Big Thing We believe that clud-based Custmer Cmmunicatins Management (Clud CCM) is the next big thing in clud cmputing and that 366 Degrees is the management platfrm f the future. Cnsumers nw interact with businesses primarily thrugh scial, mbile and nline systems. As a result, managing the custmer experience is mre cmplex and mre imprtant than ever befre; and n lnger a print rm r back ffice burden, but rather a strategic imperative fr business success. Custmers expect and demand a smth, relevant and helpful experience n matter what hw they interact with yu. 366 Degrees gives cmpanies the tl t d just that. Multi-Channel Management In the past, cmpanies cntrlled their brand messaging and custmer crrespndence by cmmunicating via paper. The static, ne-way cmmunicatins channel was straightfrward, but ften uninspiring. These days, effectively managing yur custmer s experience acrss multiple cmmunicatin channels is critical. But it is difficult t achieve if yu rely n antiquated systems, disparate pckets f technlgy, and islated peple and prcesses. 366 Degrees prvides the answer with a platfrm t manage cmmunicatins acrss all channels, t keep pace with custmers and cnsumers wh nw regularly use multiple and scial netwrks as part f their everyday lives. It s Abut Engagement, Nt Technlgy The fundamental benefit f 366 Degrees is that it s a platfrm t enable mre strategic and thughtful activity behind hw yur cmpany engages with custmers n an nging basis. While Clud CCM has plenty f impressive technlgy behind the scenes -- and we re experts at every gadget and piece f cde that makes it wrk -- we believe that the real wrld benefit is abut engagement, nt technlgy. 366 Degrees can drive deeper levels f engagement by centralizing disparate systems and prcesses surrunding transactinal, marketing, and scial cmmunicatins that imprve custmer and brand experiences. But gaining real wrld benefit requires a new mindset. Generating results requires a strategic apprach t manage custmer engagement rather than a technical fcus n managing custmer cmmunicatins. It s mre abut the degrees and effectiveness f engagement than it is abut multiple channels f utput r the array f technlgy used t get it there. Care fr Yur Custmers 366 Degrees prvides a platfrm t take better care f yur custmers and that ultimately translates t better business success. 366 Degrees helps build a cmmunity f custmers that are happy with their experience with yur cmpany, will likely cme back again, and are mre apt t refer yur cmpany t friends, family and cwrkers. 2 P a g e O u t s u r c e M a n a g e m e n t I n c. ( O M I )

3 The CAR²E Mdel fr ROI Hw d yu build business ROI with clud CCM? At OMI, we frame ur apprach using the CAR²E mdel, a pattern fr strategic activities using clud CCM. OMI has created this return n investment mdel t measure the success in the fllwing five areas: Cnsumptin Business revenue depends n cnsumptin. In the end, custmers must cnsume smething prducts, services, infrmatin r technlgy. If yur business des nt inspire cnsumptin, yu might as well clse up shp. Even the best prduct r slutin will fail if there is n demand fr cnsumptin. Indeed, technlgy cmpanies in particular are guilty f adding features and cmplexity t their prducts mre quickly than their custmers develp the desire t cnsume them. Attending t cnsumptin means ensuring that yu have a prduct peple want t buy, and yu are maintaining the demand f custmers t cnsume it. Adptin Once custmers have a reasn t cnsume yur prduct r service, it is imprtant t drive further adptin. In ther wrds, driving the cntinued purchases that take yur cmpany beynd the initial custmer need. One gd example is fund by examining the Amazn Kindle. Once a cnsumer purchases the Kindle device (hardware) the first dwnlad experience defines hw encuraged that persn is t becme a repeat custmer. Amazn wrks hard t make sure that custmers have a gd shpping and dwnlad experience, and by virtue f being part f the Kindle cmmunity nline, they encurage custmers t adpt multiple and repeated purchases. That activity flws directly int the next phase f the CAR²E mdel: retentin. Retentin One pressing questin fr businesses tday is nt hw t reach mre custmers, it s hw t keep and sell mre t the custmers that they already have. Custmer retentin is essentially imprtant fr grwing a sustainable business. Accrding t the Harvard Business Schl, increasing custmer retentin rates by 5% increases prfits by 25% t 95%. Clearly, taking great care f yur custmers is mre than just the right thing t d it's als gd business sense. Businesses f all sizes and frm all industries shuld cnsider the effectiveness f custmer lyalty strategies, if they exist, and hw thse strategies wrk t drive revenue creatin. 3 P a g e O u t s u r c e M a n a g e m e n t I n c. ( O M I )

4 Revenue Creatin Grwing yur tp line thrugh custmer cmmunicatins is nt abut the type f utput (paper vs. nt paper), r the number f channels used t cmmunicate (scial, mbile, nline). Indeed, revenue creatin requires mre than just increasing the number f cmmunicatins yu prduce r the delivery frm yur campaigns may take. It is abut identifying prspects and markets where yu can have lng term success selling yur prducts r services, and then aligning yur effrts behind activities that create revenue. The CAR²E mdel reinfrces the fact if prducts/services ultimately d nt drive revenue creatin, the business mdel may nt be sustainable frm the start. Engagement Hw well yu engage custmers has a lt t d with hw well yur business will perfrm in tday s scial media-driven market envirnment. Indeed, mbile technlgy and scial media pint the way as viral appraches t cut dwn n the expense f acquiring new custmers, but nly t the degree that cmpanies d a great jb in managing the engagement. Neglecting t take advantage f even the mst rutine cmmunicatins can be devastating when every custmer engagement is an pprtunity t imprve brand lyalty and revenue. Extra Degrees f Success Ancient builders, philsphers and mathematicians believed in a three hundred and sixty six degree circle. While this megalithic gemetry is cnsidered a pseudscience by tday s standards, we believe that 366 Degrees can prvide businesses and rganizatins an extra degree f success. This cludbased platfrm has several key success factrs: Inclusive brings tgether scial, nline, , print, banners Cllabrative team members can cllabrate in ways nt pssible befre Persna understand custmer persna using inclusive view Feedback the ability t understand sentiment; track behavir, results and adjust accrdingly 4 P a g e O u t s u r c e M a n a g e m e n t I n c. ( O M I )

5 LET S BUILD A BETTER WAY TO ENGAGE CUSTOMERS TOGETHER! 366 Degrees by OMI is a secnd generatin Platfrm as a Service that addresses the disparity f traditinal siled custmer data surces and allws fr all custmer cmmunicatins t be delivered via the clud-based service. Building n the cllabrative nature f the clud, brand managers can nw see hw and where custmers are engaging at an aggregate level. This creates a cmmunicatin timeline f all interactins with end custmers, and allws marketing executives t deliver cnsistent experiences regardless f where custmer data is surced within the rganizatin. Since 366 Degrees is designed fr delivery t multiple channels, rganizatins have a single surce view f all cmmunicatins being distributed t custmers. Fr mre infrmatin n 366 Degrees cntact OMI at r find us nline at 5 P a g e O u t s u r c e M a n a g e m e n t I n c. ( O M I )