Digital Strategy Survive and Thrive in the Digital Deluge

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Peter Griffin
8 years ago
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1 DIGITAL STRATEGY

2 Digital Strategy Survive and Thrive in the Digital Deluge Every day there are 4.8 billion interactions on Facebook. 1.3 billion smartphone apps are downloaded, 16 billion texts sent, 5.9 billion Google searches made, 2.3 million blog posts published, 500 million tweets posted (more tweets than there are books in the world!) and 300 billion s sent. This is a digital firehose and some or all of these digital activities are directly impacting your business. Your organization needs to gather, organize, analyze and exploit this deluge of data. Your goal: capture and retain customers awash in this digital sea. Great organizations know that a piecemeal approach to the digital marketplace is doomed. Isolated and sometimes incompatible initiatives can keep an organization distracted and unfocused. What is needed instead is a comprehensive and forward-looking Digital Strategy that encompasses all aspects of digital engagement and enables the organization to anticipate and exploit new opportunities as they arise. A complete Digital Strategy involves gathering digital information about your customers, analyzing it and deriving actionable insights from it, and then deploying digital tools to optimize each customer s experience. One-to-one marketing is the goal. Your Digital Strategy is the plan. New and exciting technologies and best practices enable your execution.

Our Offering At the heart of a successful Digital Strategy is customer information, most often found in a Customer Relationship Management (CRM) system.

3 Our Offering At the heart of a successful Digital Strategy is customer information, most often found in a Customer Relationship Management (CRM) system. A solid CRM system one that contains clean, accurate and comprehensive customer profiles - allows your organization to use customer information to optimize sales, marketing and service processes, and ultimately drive customer engagement. It is also the foundation for your digital strategy. ISM has been a leader in the CRM industry for the past 30 years. We employ a hub-and-spoke model to integrate CRM with powerful technology tools into a coherent Digital Strategy, customized to each organization s needs. CRM is the hub, containing a holistic customer profile populated with timely, relevant customer information. Both the quantity and quality of this information are key to understanding your customers as individuals and being able to engage with them using the right message via the right channel at the right time. Digital tools make up the spokes and include Social CRM, customer journey mapping, branded communities, mobile apps, etc. The spokes leverage customer information residing in the CRM profile to enhance customer engagement. The spokes can also send data back into the profile thereby creating a valuable two-way flow of customer information aimed at enhancing the customer experience.

4 Our Structured Process Engage ISM as your Digital Strategy advisor to: 1) Gather and assess digital information from multiple sources both within and outside of your organization: Websites Portals Digital surveys/polls Social Media communities Mobile apps Connected devices Other emerging sources 2) Apply Big Data Analytics: Secure digital insights from gathered information Compile these insights into actionable activities 3) Formulate a comprehensive Digital Strategy focused on: Which customers Which channels Which technologies Competitive positioning Impact on brands Key messaging 4) Select the most appropriate digital activities: Social CRM: Integrates information gleaned from social media listening tools back into the CRM customer profile Customer Experience Management (CXM): Leverages customer information residing in the CRM customer profile to enhance customer engagement at each customer touchpoint Branded Communities: Private social media communities that leverage community platform software to promote business goals while providing members with expert information, customer support and peer-to-peer comradery Channel Optimization: Includes customer journey mapping and next best offer Mobile apps: Create engaging applications to connect with your customers Other emerging digital technologies: e.g, the Internet of Things 5) Create a comprehensive, 3-5 year Digital Strategy roadmap that contains: Digital business process enhancements Digital technology initiatives Required organizational readiness and change management activities Action plans, timeframes, roles and responsibilities

5 Don t Be Left Behind Best-in-class organizations are already focusing on catching the next digital wave. For example, the 9 billion Internet of Things connected devices/sensors deployed today will explode to 20+ trillion devices by 2020, and provide large amounts of new and valuable customer insight. Given the staggering speed of digital change, getting your Digital Strategy right has become essential for your organization s long-term survival. At ISM, we know that success with almost any technology initiative depends on people, process and technology people drive high user adoption, customer-facing processes secure customer engagement, and the right technology supports these processes. We evaluate and address all three aspects as they pertain uniquely to your organization. Of course a successful Digital Strategy also depends on a sound CRM system that has readied organization for the future. We can assist with that too. Since its founding in 1985, ISM has established itself as the premiere strategic advisor to organizations planning and implementing customer-centric business strategies. Our unique combination of expertise in CRM, Social CRM, Big Data Analytics, Customer Experience Management, Branded Communities and Channel Optimization has enabled us to craft effective Digital Strategies customized to the unique requirements of world-class companies worldwide. Call us today!

6 Contact Us ISM, Inc Wisconsin Avenue, Suite 505 Bethesda, MD

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