30 Proven Strategies to Improve Onboarding, Cross- Selling and Retention. JIM MAROUS PUBLISHER Bank Marketing

Size: px
Start display at page:

Download "30 Proven Strategies to Improve Onboarding, Cross- Selling and Retention. JIM MAROUS PUBLISHER Bank Marketing Strategy @jimmarous"

Transcription

1 30 Proven Strategies to Improve Onboarding, Cross- Selling and Retention JIM MAROUS PUBLISHER Bank Marketing #fbforum2014

2

3 Onboarding A series of targeted multi-channel communications utilizing relevant customer data deployed early and at key times in the new relationship that effectively creates organic growth by transitioning new accounts into satisfied, profitable and loyal relationships.

4 Common Sense CRM - Ron Shevlin

5 Priority #1

6 25 40% First year rate of attrition among top 100 institutions

7 $400 Negative impact of an attrited customer

8 Inactivity: Silent Revenue Killer

9 Effective Onboarding 1. Connects with the customer early (and often) 2. Begins with engagement 3. Supports the gathering of insight 4. Integrates multiple online and offline channels 5. Enhances the customer s overall experience Customers don t onboard themselves

10 #fbforum Appoint Program Leader

11 Centralized Stewardship Customer

12 2 Set Sales Strategy As A Process vs. Project #fbforum2014

13 Onboarding Improves Sales and Satisfaction

14 Define New Customer Targeting Strategy 3 #fbforum2014

15

16 4 Collect Insight For Sweet Benefits #fbforum2014

17 Insight Collection 1. Primary account decision maker 2. Preferred channel(s) of communication 3. Accounts held elsewhere

18 Importance of Needs Assessment

19 5 Connect With New Customer Quickly #fbforum2014

20 The First 90 Days

21 Engagement Services

22 Connect With New Customer Often 6 #fbforum2014

23 Contacts = Success

24 Wells Fargo Onboarding Engagement Cycle

25 Chase Bank Onboarding Engagement Cycle

26 7 Segment Audience For Personalization #fbforum2014

27 Segmented Onboarding Roadmap

28 Start Onboarding With A Simple Thank You 8 #fbforum2014

29

30

31 Build Engagement Before Selling 9 #fbforum2014

32 Welcome Engagement

33

34

35

36 10 Differentiate Your Brand and Message #fbforum2014

37 Onboarding Themes

38 Encourage Direct Deposit, BillPay and Online Banking 11 #fbforum2014

39 Engagement Impact on Revenue

40 Debit Card Engagement

41 Bank of America Onboarding

42

43 12 Promote Mobile Banking As Part of Engagement #fbforum2014

44 Mobile and Online Engagement

45 Provide Personalized Offers 13 #fbforum2014

46 Rewards Engagement

47 Rewards Engagement

48 Rewards Engagement

49 Integrate All Channels For Consistent Communication 14 #fbforum2014

50 Onboarding Roadmap Mass Media Direct Mail Onboarding Video Engagement Video Targeted Online Online Advertising Social Engagement Digital Retargeting Mobile Capture Welcome Mobile Text Activation Mobile Text Social Acquisition Social Engagement Targeted Online Targeted Online

51 Wells Fargo Onboarding Multichannel Communication

52 15 Use Postal Mail As A Foundation for Selling #fbforum2014

53 Direct Mail Onboarding

54 Branch Follow-Up Lifts Results 16 #fbforum2014

55 17 SMS Texting Supports Speed And Urgency #fbforum2014

56 18 With Jump Pages Increases Readership #fbforum2014

57 Onboarding Series

58 Onboarding Series

59 19 Online Video Is Highest Growth Media #fbforum2014

60 SmartVideo Onboarding

61 Leverage Digital Channels For Sales Reinforcement 20 #fbforum2014

62 Online and Mobile Channels

63 21 Don t Forget Tried and True Channels #fbforum2014

64 ATM Receipt Reinforcement

65 Use Retargeting As Communication Follow-Up 22 #fbforum2014

66 Retargeting

67 CRM Retargeting

68 Mobile Retargeting

69 23 Social Media For Referrals and Follow-Up #fbforum2014

70 Facebook Retargeting

71 Measurement Should Focus on Go / No Go 24 #fbforum2014

72 Test and Learn Mentality Improves Results 25 #fbforum2014

73 Impact of Onboarding 2 nd contact: 4.3% lift in retention Bill Pay usage increased by 66 Debit Card usage increased by 25% Sign-ups for Online Banking rose by 37% 3 rd contact: 18.3% lift in retention over the single touch Internet/Online channel has less attrition than bricks & mortar channel.

74 26 Utilize Idea Forums To Improve Sales Initiatives #fbforum2014

75 Leverage New Technology Partners 27 #fbforum2014

76 Eliminate Internal Barriers That Inhibit Success 28 #fbforum2014

77 29 Don t Try to Boil an Ocean #fbforum2014

78 Use Ongoing Nurturing To Improve Loyalty 30 #fbforum2014

79 Surprise and Delight

80 Commonalities of Programs

81 5 TIPS Ideas to Implement Today 1. Assign a Process Leader 2. Communicate Early and Often 3. Leverage Multiple Channels 4. Personalize Communication 5. Test and Learn 6. Start Small

82 Thank you! JIM MAROUS PUBLISHER Bank Marketing Strategy #fbforum2014

10 Strategies for an Award-winning Onboarding Process

10 Strategies for an Award-winning Onboarding Process 10 Strategies for an Award-winning Onboarding Process WHITE PAPER MARKETING SERVICES In December 2011, Harland Clarke Marketing Services received the prestigious Gold Award for Marketing Strategies from

More information

10 Key Elements for an Effective Onboarding Strategy. Onboarding White Paper 2008. 2008 Harland Clarke Corp.

10 Key Elements for an Effective Onboarding Strategy. Onboarding White Paper 2008. 2008 Harland Clarke Corp. 10 Key Elements for an Effective Onboarding Strategy Onboarding White Paper 2008 2008 Harland Clarke Corp. When it comes to engaging, growing and retaining members, an effective onboarding strategy is

More information

Creating a Digital Marketing Strategy

Creating a Digital Marketing Strategy Creating a Digital Marketing Strategy Digital Natives Disrupt, Transform and Drive By 2020, 40% of U.S. population will be Digital Natives and will account for 39% of the nation s personal income Thomas

More information

White Paper. Developing a Successful Onboarding Program to Drive Customer Loyalty and Profitability

White Paper. Developing a Successful Onboarding Program to Drive Customer Loyalty and Profitability White Paper Developing a Successful Onboarding Program to Drive Customer Loyalty and Profitability For financial institutions, onboarding new customers is a critical process that begins when a customer

More information

Adobe Analytics Premium Customer 360

Adobe Analytics Premium Customer 360 Adobe Analytics Premium: Customer 360 1 Adobe Analytics Premium Customer 360 Adobe Analytics 2 Adobe Analytics Premium: Customer 360 Adobe Analytics Premium: Customer 360 3 Get a holistic view of your

More information

Strategies and Tactics to Improve Deposit Growth

Strategies and Tactics to Improve Deposit Growth Strategies and Tactics to Improve Deposit Growth Margaret Kane President and CEO Kane Bank Services 488 Hopkins Road Sacramento, CA 95864 916-488-0660 www.kanebankservices.com mkane@kanebankservices.com

More information

As marketers, we re especially adept at brand air-cover and building our complex arsenal of marketing capabilities

As marketers, we re especially adept at brand air-cover and building our complex arsenal of marketing capabilities Customer Experience As marketers, we re especially adept at brand air-cover and building our complex arsenal of marketing capabilities The latest arsenal of Marketing technologies, channel/media and tools

More information

Banking the way we see it. A Tale of Two Banks. Focused Customer Experience Management Provides Crucial Competitive Advantage

Banking the way we see it. A Tale of Two Banks. Focused Customer Experience Management Provides Crucial Competitive Advantage A Tale of Two Banks Focused Customer Experience Management Provides Crucial Competitive Advantage Table of Contents 1 Overview...1 2 Loss of Faith...2 3 Customer Retention...3 4 Efficiency Ratio...4 5

More information

Analytical CRM solution for Banking industry

Analytical CRM solution for Banking industry Analytical CRM solution for Banking industry Harbinger TechAxes PVT. LTD. 2005 Insights about What are the reasons and freq. for a customer contact? What are my product holding patterns? Which of my are

More information

The First 90 Days: Differentiated Experiences That Combat Churn and Reduce Care Costs

The First 90 Days: Differentiated Experiences That Combat Churn and Reduce Care Costs The First 90 Days: Differentiated Experiences That Combat Churn and Reduce Care Costs An Executive Brief for Telecommunications Leaders December 2012 Introduction The telecommunications industry is characterized

More information

Customer Segmentation and Profitability

Customer Segmentation and Profitability Customer Segmentation and Profitability Building Loyal, Profitable Customers S O L U T I O N P A P E R : FINANCIAL SERVICES SOLUTION PAPER: FINANCIAL SERVICES Customer Segmentation and Profitability Building

More information

Omnichannel Strategy Adoption At Tipping Point, Marketers Share Action Plans

Omnichannel Strategy Adoption At Tipping Point, Marketers Share Action Plans Omnichannel Strategy Adoption At Tipping Point, Marketers Share Action Plans By Karlene Lukovitz Industry Report by Exclusive Sponsor Introduction Marketers are keenly aware of the tremendous potential

More information

Deploying Insights from Online Banking Analytics in Incremental Innovation

Deploying Insights from Online Banking Analytics in Incremental Innovation Universal Banking Solution System Integration Consulting Business Process Outsourcing The relevance of online analytics to banking In its 2010 report on the state of online banking in the United States,

More information

ATM Channel Management

ATM Channel Management Hosted by: Presented by: ATM Channel Management Agenda Introduction Marketing at the ATM ATM Availability Management Software Deployment Future of Channel Management Q & A Introduction ATM Channel Management

More information

Capabilities overview. Retail Banking: A Transformational Model for Growth Using a Customer-Centric Approach

Capabilities overview. Retail Banking: A Transformational Model for Growth Using a Customer-Centric Approach Capabilities overview Retail Banking: A Transformational Model for Growth Using a Customer-Centric Approach Capabilities Overview It s a New World The retail banking industry is in the midst of a seismic

More information

CROSS CHANNEL LIST GROWTH STRATEGIES DAVID DANIELS SIMMS JENKINS MELINDA KRUEGER

CROSS CHANNEL LIST GROWTH STRATEGIES DAVID DANIELS SIMMS JENKINS MELINDA KRUEGER CROSS CHANNEL LIST GROWTH STRATEGIES DAVID DANIELS SIMMS JENKINS MELINDA KRUEGER DAVID DANIELS About The Relevancy Group, LLC Founded by former Jupiter Research and Forrester Research executives Providing

More information

Pre-Click Digital Media Strategy

Pre-Click Digital Media Strategy Pre-Click Digital Media Strategy Elliott Wilkerson Director of Digital Media Buying January 28, 2016 We will discuss the tactics that are available within digital media to help drive potential donors to

More information

hybris Solution Brief HYBRIS MARKETING Market to an Audience of One

hybris Solution Brief HYBRIS MARKETING Market to an Audience of One hybris Solution Brief HYBRIS MARKETING Market to an Audience of One People are intuitive. A shop owner can meet a customer and immediately observe both explicit and implicit cues that signal that person

More information

The Age of the Customer: Focus on Retention

The Age of the Customer: Focus on Retention The Age of the Customer: Focus on Retention A 5% increase in customer retention can boost profitability 75%. Does your customer loyalty make the grade? CONTENTS Customer Lifecycle 101: Roadmap to Customer

More information

The Case for Commercial Data The Time to Act is Now

The Case for Commercial Data The Time to Act is Now Today, we have access to a vast amount of customer data that can be used to power sales and marketing efforts. That may not be the case tomorrow. behind. Currently, regulations for customer data are looser

More information

las OBSESSION JULY 25-27 CUSTOMER BREAKOUT SESSIONS EXPERIAN CHEETAHMAIL 2012 DIGITAL SUMMIT Empowering Meaningful Relationships

las OBSESSION JULY 25-27 CUSTOMER BREAKOUT SESSIONS EXPERIAN CHEETAHMAIL 2012 DIGITAL SUMMIT Empowering Meaningful Relationships BREAKOUT SESSIONS July 26 11:50 a.m. - 12:35 p.m. Recharge Your Emails Using True Personalization and Remarkable Remarketing Welcome Back! Inactive subscriber engagement strategies that work The Mobile

More information

Digital Marketing Institute s. Professional Diploma in Digital Selling. Validated by the Syllabus Advisory Council (SAC)

Digital Marketing Institute s. Professional Diploma in Digital Selling. Validated by the Syllabus Advisory Council (SAC) Digital Marketing Institute s Professional Diploma in Digital Selling Validated by the Syllabus Advisory Council (SAC) Content Professional Diploma in Digital Selling Welcome Course overview Course content

More information

LIST OF TABLES. Table No. Table Name Page No. 4.2.5 Frequency tables on customization of services 56

LIST OF TABLES. Table No. Table Name Page No. 4.2.5 Frequency tables on customization of services 56 LIST OF TABLES Table No. Table Name Page No. 4.2.1 Respondent s age 48 4.2.2 Cross-tabulation between the ease of opening a bank account and age 4.2.3 Cross tabulation between the ease in opening a bank

More information

MULTI CHANNEL CUSTOMERS EXPERIENCE IN RETAIL BANKING. Presented by: Kalidas Ghose, Director of Retail Banking Division, VP Bank

MULTI CHANNEL CUSTOMERS EXPERIENCE IN RETAIL BANKING. Presented by: Kalidas Ghose, Director of Retail Banking Division, VP Bank MULTI CHANNEL CUSTOMERS EXPERIENCE IN RETAIL BANKING Presented by: Kalidas Ghose, Director of Retail Banking Division, VP Bank Customers are not loyal to the brand They are loyal to the service 2 Factors

More information

InfoGlobalData specialise in B2B Email Lists and Email Appending Services.

InfoGlobalData specialise in B2B Email Lists and Email Appending Services. InfoGlobalData specialise in B2B Email Lists and Email Appending Services. We provide high quality mailing lists for your email marketing needs. Our data intelligence service can provide valuable insight

More information

CRM Marketing Automation Buyers Guide

CRM Marketing Automation Buyers Guide 2 CRM gn n i io t e at k ar om M ut A Buyers Guide CHAPTER 1 Introduction M Contacts e Process The term CRM (Customer Relationship Management) has long been used in the enterprise world, but is becoming

More information

Why Business Intelligence is Mission Critical for Winning Against Your Competition. By Stan Cowan Senior Solutions Marketing Manager

Why Business Intelligence is Mission Critical for Winning Against Your Competition. By Stan Cowan Senior Solutions Marketing Manager White Paper Business Intelligence Why Business Intelligence is Mission Critical for Winning Against Your Competition By Stan Cowan Senior Solutions Marketing Manager Why Business Intelligence is Mission

More information

MODULE 1. Understanding your customer and digital marketing

MODULE 1. Understanding your customer and digital marketing MODULE 1 Understanding your customer and digital marketing In this module, we take you through how to make your business available in the digital world and give you real examples and strategies to use

More information

hybris Solution Brief Hybris Marketing Market to an Audience of One

hybris Solution Brief Hybris Marketing Market to an Audience of One hybris Solution Brief Hybris Marketing Market to an Audience of One People are intuitive. A shop owner can meet a customer and immediately pick up on explicit and implicit cues that signal intent: What

More information

Banking on Total Relationships: Paving the Way for Customer Loyalty

Banking on Total Relationships: Paving the Way for Customer Loyalty FINANCIAL SERVICES WHITE PAPER Banking on Total Relationships: Paving the Way for Customer Loyalty Total Relationship Loyalty increases a bank s bottom line by offering customers highly attractive and

More information

The Sale is only the Start

The Sale is only the Start The Sale is only the Start Duncan Robinson Odin Business Consulting The Sale is only the Start 1 2 3 Why managing the whole customer lifecycle is key to success Key programs that can make a big impact

More information

50 WAYS. to grow your email list. page: 1. 50 Ways to Grow Your Email List. Share it!

50 WAYS. to grow your email list. page: 1. 50 Ways to Grow Your Email List. Share it! 50 WAYS to grow your email list page: 1 50 Ways to Grow Your Email List Written By Casey Swanton Casey is currently a Response Consultant for Professional Services at Return Path. Casey s agency experience

More information

6 Keys to Keeping Your Customers. A Systematic Approach to Onboarding

6 Keys to Keeping Your Customers. A Systematic Approach to Onboarding PNT MARKETING SERVICES CUSTOMER INTELLIGENCE. MARKETING RESULTS 6 Keys to Keeping Your Customers A Systematic Approach to Onboarding Adam Isler, Client Services Director, PNT Marketing Services John Purcell,

More information

Make Big Gains in Small Business Acquisition

Make Big Gains in Small Business Acquisition How to Make Big Gains in Small Business Acquisition By Erik Kelley Only 37% of a banker s day is available for selling 5 If you look at just about any financial institution s growth objectives for the

More information

HOW TO DRIVE DIGITAL ENGAGEMENT WITH PERSONALIZED VIDEO. A Guide to Digital-First Strategies for Banks and Credit Unions

HOW TO DRIVE DIGITAL ENGAGEMENT WITH PERSONALIZED VIDEO. A Guide to Digital-First Strategies for Banks and Credit Unions HOW TO DRIVE DIGITAL ENGAGEMENT WITH PERSONALIZED VIDEO A Guide to Digital-First Strategies for Banks and Credit Unions WHAT IS A DIGITAL- FIRST INITIATIVE? Financial institutions (FI) that adopt a digitalfirst

More information

Sage CRM for Travel solution by Providian

Sage CRM for Travel solution by Providian Sage CRM for Travel solution by Providian Sage CRM for Travel solution by Providian Customer Relationship Management (CRM) delivers a variety of benefits across the full spectrum of the customer ecosystem

More information

Cautionary Statement Regarding Forward-Looking Statements

Cautionary Statement Regarding Forward-Looking Statements Oracle Buys BlueKai Extends the World s Largest Marketing Cloud with the Leading Data Management Platform to Personalize Marketing Programs and Customer Experience Oracle is currently reviewing the existing

More information

Customer Life Cycle Marketing: Onboarding

Customer Life Cycle Marketing: Onboarding Customer Life Cycle Marketing: Onboarding January 20, 2012 Toll free: 1-877-820-7831 Participant Passcode: 475462 2012 Harland Clarke Corp. All rights reserved. Today s Webinar Industry Condi-ons Onboarding

More information

How Consumers Select and Purchase Financial Products "

How Consumers Select and Purchase Financial Products How Consumers Select and Purchase Financial Products " What They Want " The constant question on the mind of financial marketers is, what do consumers want? To find out, Rob Rubin, managing director at

More information

Continuous Customer Dialogues

Continuous Customer Dialogues Continuous Customer Dialogues STRATEGIES FOR GROWTH AND LOYALTY IN MULTI-CHANNEL CUSTOMER-ORIENTED ORGANIZATIONS whitepaper TABLE OF CONTENTS: PAGE Overview...3 The Continuous Customer Dialogue Vision...4

More information

Content creation remains important as ever. Lead generation is still important, but lead nurturing is growing

Content creation remains important as ever. Lead generation is still important, but lead nurturing is growing Introduction As consumers flock to the internet, the marketing industry continues to evolve and expand. As this happens, traditional models of marketing begin to lose efficiency and new types of marketing

More information

BRP SPECIAL REPORT. Loyalty Programs Rewarding the Customer Experience

BRP SPECIAL REPORT. Loyalty Programs Rewarding the Customer Experience Loyalty Programs Rewarding the Customer Experience BRP SPECIAL REPORT A supplemental report based on findings from the 2015 CRM/Unified Commerce Benchmark Survey https://bostonretailpartners.com/2015-crm-survey-report/

More information

Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data

Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data SECTOR SOLUTIONS Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data p1 Introduction Today s Telecommunications sector is highly dynamic. Firstly the very

More information

Three powerful analytics use cases for Customer Link. How linked data powers smarter analytics and better predictive models

Three powerful analytics use cases for Customer Link. How linked data powers smarter analytics and better predictive models Three powerful analytics use cases for Customer Link 1 How linked data powers smarter analytics and better predictive models 0123 4567 8901 2345 The power of linked data When it comes to adopting new tech

More information

2014 State of Customer Acquisition

2014 State of Customer Acquisition 2014 State of Customer Acquisition New acquisition survey findings by Trendline Interactive Research study commissioned by CertainSource an ewaydirect Company INTRODUCTION There is a bit of a schism amongst

More information

IBM Enterprise Marketing Management Bringing Science to the Art of Marketing

IBM Enterprise Marketing Management Bringing Science to the Art of Marketing IBM Enterprise Marketing Management Bringing Science to the Art of Marketing Johann Bracun, Solutions Consulting Manager EMM Ruben Bru, Sales Director EMM What We Do IBM s Enterprise Marketing Management

More information

Creating Lasting Value With A Point-of-Sale Cash Program

Creating Lasting Value With A Point-of-Sale Cash Program Creating Lasting Value With A Point-of-Sale Cash Program Key insights of Discover Network Cash Over usage to build merchant loyalty and create differentiation A Discover Network White Paper for Merchants

More information

Engaging Agents in Joint Marketing Initiatives

Engaging Agents in Joint Marketing Initiatives Engaging Agents in Joint Marketing Initiatives How Insurance Companies can Increase Sales and Improve Results by Kandi O Connor President, MarketHUB+ Executive summary The disconnect between insurance

More information

The List Building Checklist

The List Building Checklist The List Building Checklist An addon checklist to: 68+ List Building Tactics & Ideas for ecommerce & Beyond ( Link) A Publication of KommerZen.com 1. Gather Preliminary Data [9] Determine month over month

More information

Reward programmes in a digital age

Reward programmes in a digital age Reward programmes in a digital age Think SoLoMo It s a digital world It s no surprise to see that businesses who have remodelled to embrace the digital revolution have flourished in the past 5-10 years.

More information

Making Small Business Finance Profitable

Making Small Business Finance Profitable Making Small Business Finance Profitable Key Lessons Learned about Applying New Technologies to SME Finance Peer Stein, Banking Advisory Group December 5, 2002 Shifting the Productivity Frontier Productivity

More information

Optimize Sales Order Management with Enterprise Content Management

Optimize Sales Order Management with Enterprise Content Management OpenText Solution Brief OpenText ECM Suite for SAP ECM for Sales Order Management by OpenText Objectives Solution Benefits Quick Facts Optimize Sales Order Management with Enterprise Content Management

More information

Director, CRM & Database Marketing Marketing Marketing & Brand Chevy Chase, MD /Other Exempt

Director, CRM & Database Marketing Marketing Marketing & Brand Chevy Chase, MD /Other Exempt Position Title Business Unit Home Department Location FLSA Status Full-Time or Part-Time Telecommuter Status Director, CRM & Database Marketing Marketing Marketing & Brand Chevy Chase, MD /Other Exempt

More information

The Right B2B Ecommerce Digital Marketing Mix. Allison Platte

The Right B2B Ecommerce Digital Marketing Mix. Allison Platte The Right B2B Ecommerce Digital Marketing Mix Allison Platte April 2015 More and more marketing leaders are being challenged with providing their business with a B2B ecommerce solution. For many in the

More information

Safe Harbor Statement

Safe Harbor Statement Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment

More information

NOUS CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING INFOSYSTEMS LEVERAGING INTELLECT

NOUS CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING INFOSYSTEMS LEVERAGING INTELLECT NOUS INFOSYSTEMS LEVERAGING INTELLECT CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING Abstract Understanding the customer experience is the key in today s highly competitive and changing banking industry.

More information

A little bit about me:

A little bit about me: 3/19/2015 BIG DATA, little data, Any Data A little bit about me: Jesse Boyer, CEO 20+ years of credit union experience 3 different credit unions 1st completely digital credit union 2 vendors/suppliers

More information

CUSTOMER EXPERIENCE MARKETING: LIFE INSURANCE

CUSTOMER EXPERIENCE MARKETING: LIFE INSURANCE CUSTOMER EXPERIENCE MARKETING: LIFE INSURANCE Multichannel Marketing August 1, 2011 Today s Panelists Deb Gustafson Vice President Market Management Epsilon Targeting Edgar Rodriguez Executive Vice President

More information

The CRM that Defines Innovation. Bill Armistead, Product Sales Specialist CONNECTIONS

The CRM that Defines Innovation. Bill Armistead, Product Sales Specialist CONNECTIONS The CRM that Defines Innovation Bill Armistead, Product Sales Specialist CONNECTIONS The CRM that Defines Innovation What is CONNECTIONS? CRM (Customer Relationship Management) Enterprise-wide, web-based,

More information

MULT MUL I T CHANNEL CUSTOMER ENGAGEMENT

MULT MUL I T CHANNEL CUSTOMER ENGAGEMENT MULTI-CHANNEL CUSTOMER ENGAGEMENT Agenda What is Multi-Channel Engagement? Definitions of Engagement Merkle s Definition Multi-Channel Engagement g in Our Industry Examples of Engagement Why We Believe

More information

How to make effective Outbound Contact Center. Taweewut Waicharoen April 9,09

How to make effective Outbound Contact Center. Taweewut Waicharoen April 9,09 How to make effective Outbound Contact Center Taweewut Waicharoen April 9,09 Agenda Overview of Outbound Contact Center Telemarketing and Collection business practices Virtual Agents KPI in Contact Center

More information

Omnichannel Strategies Increase customer retention and loyalty

Omnichannel Strategies Increase customer retention and loyalty Omnichannel Strategies Increase customer retention and loyalty Andrew Hellard August 2015 2015- GMC - 1 Audience survey Before the presentation started, how many people: 1. Checked email on their phone?

More information

Yes, It Really is Possible to Grow. Non-Interest Income $

Yes, It Really is Possible to Grow. Non-Interest Income $ Yes, It Really is Possible to Grow Non-Interest Income $ It s no surprise that financial institutions rank profitability improvement among their top three priorities. However, an environment of low loan

More information

REWARDS PUSHING PAST THE TIPPING POINT IN MOBILE PAYMENTS PRESENTED BY: JIM MAROUS MATT WILCOX CARLO CARDILLI

REWARDS PUSHING PAST THE TIPPING POINT IN MOBILE PAYMENTS PRESENTED BY: JIM MAROUS MATT WILCOX CARLO CARDILLI REWARDS PUSHING PAST THE TIPPING POINT IN MOBILE PAYMENTS PRESENTED BY: JIM MAROUS MATT WILCOX CARLO CARDILLI JIM MAROUS CO-PUBLISHER, THE FINANCIAL BRAND PUBLISHER, DIGITAL BANKING REPORT REWARDS DRIVES

More information

Get Started with Birthday and Anniversary Emails

Get Started with Birthday and Anniversary Emails Get Started with Birthday and Anniversary Emails How to Delight Customers and Get More from Your Email Marketing in Less Time 2015 Copyright Constant Contact, Inc. Helping Small Business Do More Business

More information

Transform Inbound Contacts Into Profits: Best Practices for Optimizing Lead Management.

Transform Inbound Contacts Into Profits: Best Practices for Optimizing Lead Management. Transform Inbound Contacts Into Profits: Best Practices for Optimizing Lead Management. September 2012 OptifiNow September 2012 Transform Inbound Contacts Into Profits: Best Practices for Optimizing Lead

More information

Banking. Using collaborative customer knowledge to increase operational efficiency while retaining loyal, profitable customers

Banking. Using collaborative customer knowledge to increase operational efficiency while retaining loyal, profitable customers Banking Using collaborative customer knowledge to increase operational efficiency while retaining loyal, profitable customers In today s challenging global economy, strengthening customer relationships

More information

Trending with NextGen travelers. Understanding the NextGen consumer-traveler

Trending with NextGen travelers. Understanding the NextGen consumer-traveler Trending with NextGen travelers Understanding the NextGen consumer-traveler Why NextGen is important Amadeus research study: the NextGen traveler Understanding trendsetters and future heavy consumers of

More information

8 STEPS TO INITIATING THE RIGHT LAUNCH SEQUENCE FOR YOUR REFERRAL PROGRAM. 8 Steps. to Initiating the Right Launch Sequence for your Referral Program

8 STEPS TO INITIATING THE RIGHT LAUNCH SEQUENCE FOR YOUR REFERRAL PROGRAM. 8 Steps. to Initiating the Right Launch Sequence for your Referral Program 1 @ 8 Steps to Initiating the Right Launch Sequence for your Referral Program Contents Introduction 3 Part 1: Planning your referral program 4 Step 1: Decide who will pilot your referral program 5 Step

More information

Q1 Podcast: IBM Exceptional Web Experience

Q1 Podcast: IBM Exceptional Web Experience Q1 Podcast: IBM Exceptional Web Experience Moderator: Beth McElroy, Worldwide Marketing Manager for IBM Collaboration Solutions Speaker: Gary Dolsen, Director of Exceptional Web Experience Software Hello

More information

NCR BRANCH TRANSFORMATION SOLUTIONS

NCR BRANCH TRANSFORMATION SOLUTIONS NCR BRANCH TRANSFORMATION SOLUTIONS Maximizing the profitability of your branch network Putting the retail back into retail banking PUTTING PROFITABLE, RELATIONSHIP BANKING FIRST AND FOREMOST Your branch

More information

PROFITABLE CUSTOMER ENGAGEMENT Concepts, Metrics & Strategies

PROFITABLE CUSTOMER ENGAGEMENT Concepts, Metrics & Strategies PROFITABLE CUSTOMER ENGAGEMENT Concepts, Metrics & Strategies V. Kumar Dr V.Kumar Chapter 4 Valuing customer contributions The future looks green!!! Instructor s Presentation Slides 2 Traditional measures

More information

ANALYTICS: SHAPING THE RIGHT CUSTOMER EXPERIENCE

ANALYTICS: SHAPING THE RIGHT CUSTOMER EXPERIENCE EMV Technology: Deploying Soon in the U.S. ANALYTICS: SHAPING THE RIGHT CUSTOMER EXPERIENCE 2010 Mercator Advisory Group, Inc. Clock Tower Place, Suite 420 Maynard, MA 01754 phone: 1(781) 419-1700 e-mail:

More information

Developing a B2B Lead Management Program

Developing a B2B Lead Management Program Developing a B2B Lead Management Program The lead management process begins with the generation of inquires. Once generated, inquiries will flow through a qualification and nurturing process to identify

More information

RETAILERS ASSOCIATON OF INDIA. start engaging. www.octaneresearch.in

RETAILERS ASSOCIATON OF INDIA. start engaging. www.octaneresearch.in RETAILERS ASSOCIATON OF INDIA start engaging www.octaneresearch.in 3 10% 4 5 1 2 3 4 5 6 7 3% 16% 43% 38% Top Level Mid Level Junior Level Others 8 9 31% 69% Single Brand Retailer Multi-Brand Retailer

More information

Module. Aperio TM Call Center For Signature A Component of Aperio Operational CRM Platform

Module. Aperio TM Call Center For Signature A Component of Aperio Operational CRM Platform Module Aperio TM Call Center For Signature A Component of Aperio Operational CRM Platform Delight your customers by providing them with highly effective and consistent call center experiences. Your customers

More information

Leveraging CRM spend in retail banking

Leveraging CRM spend in retail banking Leveraging CRM spend in retail banking Insight Newsletter No 2: 2007 Getting What You Paid For: Cost Allocation of a Relationship Loyalty Program By: Gail L. Sneed, Director of Professional Services, Maritz

More information

WHO WE ARE VISION MISSION VALUE. www.thorassociates.com

WHO WE ARE VISION MISSION VALUE. www.thorassociates.com Results. ROI. Revenue. WHO WE ARE 2 VISION MISSION VALUE THOR identifies a product s Unique Selling Proposition and uses it to create brand differentiators. By integrating DRTV, Digital, Radio, Print,

More information

STATE OF B2B MOBILE MARKETING 2015

STATE OF B2B MOBILE MARKETING 2015 STATE OF B2B MOBILE MARKETING 2015 Research Report - May 2015 WHO WE SPOKE TO Number of mobile phone users globally overtook the number of desktop users sometime last year. More and more business executives

More information

BOOTS delighting customers, building customer loyalty and profits

BOOTS delighting customers, building customer loyalty and profits [ BOOTS delighting customers, building customer loyalty and profits Marcus Ruebsam, Vice President Global Solutions, LoB Marketing Chris Edson, IT Programme Manager, Boots UK [ Learning Points Best practices

More information

Turning Knowledge into Profit

Turning Knowledge into Profit Turning Knowledge into Profit Bill Docherty, VP of Product Management, Skillsoft Brian Dressler, Manager, Business Systems, Magento 10/28/2015 Today s Speakers Brian Dressler Manager, Business Systems,

More information

Financial Services. Market Insights, Drivers & Best Practices

Financial Services. Market Insights, Drivers & Best Practices Financial Services Market Insights, Drivers & Best Practices Purpose This guide provides key insights for digital marketing practitioners and executives working in the Financial Services industry. Those

More information

Get on the Fast Track with RSS-Driven Automation.

Get on the Fast Track with RSS-Driven Automation. Get on the Fast Track with RSS-Driven Automation. Streamline your content delivery program through RSS, email, and social media. Maximize reach, increase engagement, build customer trust and, ultimately

More information

The Explosion of Mobile Technology; What s the Impact on the Financial Services Industry?

The Explosion of Mobile Technology; What s the Impact on the Financial Services Industry? The Explosion of Mobile Technology; What s the Impact on the Financial Services Industry? Presented by: on Financial Services 1 A look at the state of mobile technology in 2012 on Financial Services 2

More information

Driving shopper engagement through digital technology

Driving shopper engagement through digital technology Driving shopper engagement through digital technology Third annual study of the impact of digital technology on the retail landscape. June 2015 The habits of many retail shoppers are changing. Some key

More information

Gaining Customer Insight through Big Data Analytics

Gaining Customer Insight through Big Data Analytics inform innovate accelerate optimize Gaining Customer Insight through Big Data Analytics Rob Rich MD TM Forum Insights rrich@tmforum.org January 29, 2014 2013 TM Forum 1 Agenda Most promising areas for

More information

Multi Vendor Software in the Self-Service environment. Arindam Laha Vice President Professional Services, Asia Pacific Diebold

Multi Vendor Software in the Self-Service environment. Arindam Laha Vice President Professional Services, Asia Pacific Diebold Multi Vendor Software in the Self-Service environment Arindam Laha Vice President Professional Services, Asia Pacific Diebold Five Financial Self-Service Trends Multi-vendor environments are the norm,

More information

Acquire with retention in mind.

Acquire with retention in mind. White Paper A Driver of Long-Term Profitability for Personal Auto Carriers Acquire with retention in mind. Use data and analytics to help identify and attract prospects with the highest potential for long-term

More information

CHAPTER VII SUMMARY OF MAJOR FINDINGS AND RECOMMENDATIONS

CHAPTER VII SUMMARY OF MAJOR FINDINGS AND RECOMMENDATIONS CHAPTER VII SUMMARY OF MAJOR FINDINGS AND RECOMMENDATIONS 395 7.1 Findings Related to Secondary Data In the initial phase the analysis of secondary indicates that CRM is emerging as a strategic factor

More information

Creating the customer experience

Creating the customer experience Creating the customer experience INSIGHT. EXECUTION. ADVANTAGE. Customer experience outsourcing that transforms business performance 3 Your customer management future 5 The Webhelp difference 8 Services

More information

FACEBOOK BY THE NUMBERS 2015 RESEARCH REPORT. Key findings on the trends and benefits of retargeting on the world s largest social network

FACEBOOK BY THE NUMBERS 2015 RESEARCH REPORT. Key findings on the trends and benefits of retargeting on the world s largest social network 9 46456 9378 2478 2478 Retargeting on Facebook by the Numbers 2015 456 2 2478 46 27841 92 29 FACEBOOK BY THE 46 9378 34 8 RESEARCH REPORT NUMBERS 2015 Key findings on the trends and benefits of retargeting

More information

The Art of Conversational Sales. Ron Packer www.linkedin.com/ronpacker

The Art of Conversational Sales. Ron Packer www.linkedin.com/ronpacker Social Media Marketing The Art of Conversational Sales Ron Packer www.linkedin.com/ronpacker A Quick Overview Social Media Marketing What is it? Why should you, a business owner, care? How do you create

More information

Traditional Market Research and Big Data Integration

Traditional Market Research and Big Data Integration Traditional Market Research and Big Data Integration Unlocking the Secrets to Why Customers Act the Way That They Do Greg Mishkin Vice President, Research and Consulting Market Strategies International

More information

Analysis. The PSP Marketing Automation Opportunity. July 2012. An Introduction. Service Areas. Comments or Questions? Business Development Strategies

Analysis. The PSP Marketing Automation Opportunity. July 2012. An Introduction. Service Areas. Comments or Questions? Business Development Strategies Analysis July 2012 An Introduction Service Areas Business Development Strategies Production Workflow Solutions Production Workflow Solutions Europe Comments or Questions? Table of Contents Introduction...

More information

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience Using a Multichannel Strategy to Deliver an Exceptional Customer Experience 10 things to consider when building a multichannel strategy to improve the customer experience Jesús Hoyos CRM industry analyst,

More information

Email Marketing Insight 2012 A research project into Irish marketers use of email

Email Marketing Insight 2012 A research project into Irish marketers use of email Email Marketing Insight 2012 A research project into Irish marketers use of email Contents Introduction 1 Foreword by Tom Trainor 2 Introduction by Andrew O Shaughnessy 3 Executive summary 4 About the

More information

SCALABLE ENTERPRISE CRM SERVICES

SCALABLE ENTERPRISE CRM SERVICES SCALABLE ENTERPRISE CRM SERVICES Scalable Systems Email: info@scalable-systems.com A majority of customer relationship management solutions have been designed and tested to solve yesterday's problems and

More information

Nurture Registrants with Triggered Email Follow-up

Nurture Registrants with Triggered Email Follow-up Nurture Registrants with Triggered Email Follow-up Will Schnabel VP Business Development, Silverpop wschnabel@silverpop.com Twitter: @wschnabel Silverpop 1400+ customers, 2000+ brands Email Marketing and

More information

Span Global Services Marketing and Data Management Solutions

Span Global Services Marketing and Data Management Solutions Span Global Services and Data Management Solutions Customer Acquisition Customer Retention Customer Loyalty A Compete Package of Data Management products from Span Global Services Call Us: 877-837-4884

More information