inbox introduction ss
DESCRIPTION
TRANSCRIPT
- 1. Introduction 01.02.10
- 2. Team & competencies
- Founded in 2001 in Paris, opening of Moscow office in 2008
- 25 collaborators , consultants, statisticians & web developers
- From analytical CRM to operational CRM : from web & data mining to development of bespoke CRM solutions
- In-depth multi-sectorial knowledge Customer Relationship universe
- Inbox is an consulting firm specialized in customers' marketing : analysis of behaviors, design of relational action plans, reset of loyalty program,
- From the analysis of customers' data and their relationship with the company, we build and develop tools to get a better knowledge and understanding of their habits and then do influence their relationship with the company
- 3.
- Expert in Customer Relationship Management (CRM), we define our work simply: understand data to design and create bespoke, sustainable and effective solution.
- Customer/Prospect datas are today a major asset of development whatever activity is, under the condition of getting use of them effectively in a fluctuating environment.
- Our specificity relies on our capability to combine very different marketing expertises, surveys & IT analytics, to get them work and be meaningful together.
- 4. Areas of competencies Channels Management Get along with,
audit & consult BtoB & BtoC 17/12/09
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- Audit of purchasing behavior
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- Audit of quality/reactivity DB on line
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- Audit of loyalty program
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- Audit of needs and existing systems
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- Segmentations
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- Profiles
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- Scoring (Churn, appealing, potential,)
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- Life time value
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- Reactivity to channels
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- Measuring elasticity of offer
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- Set-up of marketing information system
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- Improvement & development of DB
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- Design of needs roadbook & workbook
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- Coaching and follow-up of implementation
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- Transfer of competencies and training
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- Definition of loyalty program
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- Optimisation of sollicitation program
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- Customer relationship program deisgn
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- Optimisation of internal & external targetting
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- Test methodology and validation
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- Sales development (up selling, cross selling)
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- Identification of potentials
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- Data management
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- Tools of counting and extraction
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- Interactive customer platform
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- Online survey
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- Qualification of indiviual and household
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- Management of commercial pressure
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- Variety of channels interface
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- Audit of sollicitations plan
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- Campaign simulation tool
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- Network optimisation
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- Scoring
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- Analysis of ffeedbacks
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- Activity follow-up
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- Measure of ROI
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- Commercial Performance
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- Online Reporting
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- 5.
- We are the Designers of the Customer Relation :
- Data management : to manage a 360 customer vision
- Knowledge : to understand the customer behavior
- Animation : to influence the customer behavior
- Relational Marketing : to interact with each customer
- Optimisation : to maximize the Return on Investment
- Activities steering : to deliver the relevant marketing information
- Consulting : to bring relevant & operational recommendations
- Training : to develop & increase your know-how
- 6. The project BEHAVIOUR S INSIGHT S MONITORING CRM TOOLS Customer Information S ystem 360
- 7. Relational strategy & A ction plan Our vision Post factum Identif ication of current & future customers potential s C.I.S CUSTO M ERS BEH A VIORS Ticket Manage effectively actions plan Invest on t o customer potential s Loyalty program To enrich knowledge of Customers Life
- 8. Our vision
- Customer identifi cation
- Visits frquency
- Categories visited
- Products purchased
- Promotions/offers usage
- Relational A ction P lan :
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- Relational strategy,
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- Business Action Plan
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- Identif ication of current & future customers potential s:
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- Profile
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- Typologies
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- Segmentation
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- Scores
- Targeted offers
- Cross selling
- Up selling
- Actions impact
- Usage rate
- Image index
- Increase of the in-store con sumption through:
- Market share of necessary products
- Purchases diversification
- 9. Our approach
- 10. Our approach
- Our approach consists in guiding you on the overall project :
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- its definition in accordance with your strategy
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- its development through a bespoke CRM application
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- Its daily customer animation
- We combine our marketing, analytics and computing expertise to realize an adapted solution to your needs and to your project of network growth
- Below, the projects implementation steps :
- 11. Cycle of customer knowledge
- Identification & qualification of available datas :
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- Descriptive datas (n a m e , sex, ad d ress, date of birth , )
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- Commercial datas ( purchased products , amount of purchase , date of purchase ,)
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- Declarative datas ( from questionnaries such as CSP, l eisure ,)
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- Marketing datas ( actions towards the customer, his reaction, his requests, )
- Segmentation & Scor ing :
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- Segmentation a ims at building groups of homogeneous customers profiles in terms of purchase pattern, expectations,.. .
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- Scores aims at identifying on an individual basis the aspirations, interests and potentials of the customers,.. .
- Target & Individualise marketing campaign :
- From the analysis of customers datas, you develop the means and capabilities to define accurate and targeted communication tools meeting with customers expectations.
- 12. Proximity, a strong barrier to consumers escape
- One of the axis of differentiation vs other competitors relies on the development of a great proximity with the customer and the retail chain
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- The feelings of belonging and usage are very important factors contributing to high loyatly to a product, a brand or a retail chain.
- This proximity is building a barrier to customers escape bringing difficulty to the customers to escape from the relationship and therefore tighten the relation towards greater benefit for both customer and retailer.
- It does contribute to a stronger identity for the new customers and enable differentiation vs competitors.
- 13. To build a real individualized relationship with customers
- This proximity is passing by the set-up of an individualized relation with the consumers and customers.
- To achieve so , it is necessary to:
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- Know and understand them
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- Communicate with them directly
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- Develop their interest to share information with us
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- Build a space meeting with brand equity and offering true benefits to customers
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- Communicate on this space
- This approach aims at creating the conditions of relation configuration and defining the tools necessary to improve its contents.
- 14. Customer information system Marketing Indicators Efficiency
& Success
- Date
- Channel
- Proposal
- Feedback
- Qualifications
- Segmentation
- Typologies
- Scores
- Aggregates
- 15. Appendixes
- 16. Customer Knowledge Know-How & Credentials
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- Audit of activities: PostShop, Fleurance Nature, CanalPlay
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- Strategic Segmentations : Banque de la Runion, Credit Agricole, Serap, ..
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- Field Segmentations : Credit agricole, Eurodif, Devred, Cannelle Lingerie
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- Risks scoring : Crdit Lyonnais, Crdit Agricole, Banque de la Runion,
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- Appealing scoring : Crdit Lyonnais, Hachette, Club des Crateurs de Beaut, Canal +, Canal Sat, Ocor, Atol, MAAF,
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- Potential scoring : Caisse dEpargne, Crdit Lyonnais,
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- Retrieval scoring : Caisse dEpargne, Que Choisir, Dial, Cegetel, Canal +,
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- Non-active reset scoring : Pleine Vie, Tl Star, le Chasseurs Franais
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- Geo-targetting scoring : Cegetel, Le Figaro, Tlrama,
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- Gomarketing : SFR, TPS/Canal, Groupe Le Monde
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- Tools of Churn management : Banque de la Runion, Crdit Lyonnais,
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- Client profitability analysis tools & LTV : Crdit Agricole,
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- 17. CRM tools & Relationship programs Know-How &
Credentials
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- Hosting and animation of loyalty programs
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- Cannelle lingerie, Devred, Burton of London, Eurodif
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- Multi-channel marketing base
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- Taitbout Voyages, Play bac Presse
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- Relation animation plan
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- Canal Play, Norauto, Tunisiana Tlcom
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- Management of Customer relation & e-CRM
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- Groupe Ocor, filiale de la Caisse dpargne
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- Counting tools
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- Groupe Canal , Playbac, Cannelle Lingerie, Taitbout Voyages
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- Reporting tools
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- Le Figaro, les Echos
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- 18. Credentials