CRM. in Sports Sports CRM & BI agency.

Transcription

1 CRM in Sports 2013 Sports CRM & BI agency

2 What is CRM? CRM in Sports 2013 Our proposition Your opinion

3 WHAT IS CRM Your Opinion At the beginning of October we asked members of our LinkedIn Group: What do you think of when you hear the term CRM? What is CRM for you? Please see the results on the right. If you haven t voted yet, please feel free to join our poll and LinkedIn discussion. On the following pages you will find some extracts from the poll summary, which we hope will be of interest to you. Join the discussion and vote here >>

4 WHAT IS CRM Your Opinion Fiona Green Director, Co-Founder at WINNERS For me it s a combination of many things - from strategy, and culture to data, technology and processes: you can t have one without the other otherwise your CRM approach will fail. Kristian Gotsch CRM, Loyalty, Satisfaction and Marketing For me it is a focus on the RELATIONSHIP between two parties - in the case of sports most often the club and the fan. In order to succeed thorough knowledge of the fan(s) and the club is required - technology is simply the enabler of creating, maintaining and developing the relationship. Kim Board-Allam Sales Manager at In Cloud Solutions CRM is about Customer Relationship Management it is about knowing your customer inside out sitting in whichever department of the business you operate in. It s about offering that customer first class customer services.

5 WHAT IS CRM Your Opinion Gaurav Verma CRM Consultant & Specialist CRM is a Managing a Change! A change that technology or a software can bring about to enhance the relationships we built with the target customers. Katie Hale Executive Assistant at Call Systems Technology Luke Solomonson Principal at Matchday Intelligence The technology/software bit is like an oven. Customer insight and data is like the ingredients. But the results depend largely on the skill of the chef. A really good chef can make great food with the most basic and stove and ingredients. The best results come from having a good stove (technology), really good ingredients (customer insight), and a great chef that has the creativity and skill to make a delicious dish. It s all about having the right mix of technology and insight, but then the talent, creativity,and skill to integrate that into strategy. CRM is a way of organising your customer data, managing your processes and sharing knowledge with colleagues.

6 WHAT IS CRM Our Proposition Our proposition Winners approach to CRM is based around the principle of the perfect circle where all five elements are as important as each other. Place less emphasis on one area over another, and the circle collapses. However, as the poll results show, the impact CRM has on the marketing function within a sports organisations suggests this department is the most logical place for CRM responsibility or ownership.

7 HOT SPORTS CRM TOPICS 2013

8 HOT SPORTS CRM TOPICS 2013 Click on the topic to join a discussion

9 HOT SPORTS CRM TOPICS 2013 Click on the topic to join a discussion

10 HOT SPORTS CRM TOPICS 2013 Click on the topic to join a discussion

11 CRM RESPONSIBILITY Our latest discussion! Following our previous discussion ( JKCbc8), we decided to ask our LinkedIn members who in their opinion should be responsible for CRM in a sports organisation. Don t miss out and vote now! We would really love to have your opinion on board! Join the discussion and vote here >>

12 A LITTLE BIT EXTRA The use of CRM in the sports industry Single Customer View (SCV) in 90 seconds Data Protection Laws of the world March 2013 A handy summary of the key elements of data protection around the world. Direct marketing September 2013 A summary of the UK s privacy and electronic communications guidelines.

13 WINNERS CONTACTS (0) Darren uk.linkedin.com/in/darrenvenn Fiona uk.linkedin.com/in/fionagreencrm Richard uk.linkedin.com/in/richardkellycrm