data collection through call centers (datacore marketing)
TRANSCRIPT
inContactThe Power to Put Your Customers First
www.incontact.com | 1.866.965.7227 | [email protected]
Call Centers – the Gold Mine of Data Collection
October 2011
Slide 3
About DATACORE Marketing
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About DATACORE
We are a strategic marketing partner dedicated to radically improving our clients’ businesses through the intersection of :
Data Management and AutomationData Strategy and Best Practice to Support CRM
Campaign Management & Multi-Channel Execution
Program Analytics, Insight and Optimization
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Our Network
DATACORE Marketing is a member of KBM Group and delivers solutions as a part of the Wunderman Network
In the recent 2011 Forrester Wave™: US Database Marketing Service Providers, Q1, KBMG was ranked in the top Leader category with the highest score in overall strategy and a perfect score in global strategy amongst the field of eight companies evaluated by Forrester Research, Inc.
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Areas of Focus
• Data Collection – Simple
• Consumer Impact - Easy to explain but tough to execute
• So What?
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It’s building an intelligent data management solution that provides access to timely and actionable data.
The challenge is never a lack of data…
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Customer Impact
• Recognition - Look Smart or Look Silly – Your Choice• ANI• Prior Contact• Unique Identifier
• Tools• IVR• Email• Survey• Follow up
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Customer Impact
• Hard to Execute• Variable data elements
• Cell phones• New addresses – email and physical
• Linkage to Corporate Strategy• Variable customer contact strategies• Direct Mail• Spontaneous contact
• Life cycle changes• Birth and Death• Marriage/Divorce/Partnerships
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So What ?
• Customers are Assets• Peppers and Rogers – White paper: The Value
of Individual Customers• Finite number and therefore precious
• Net Promoter• Data supports “recommend to friends and
family”• Old Adage – tell 10x as many when experience
is a negative one
• Return on Customer – Lifetime Value