Share these talks and lectures with your colleagues
Invite colleaguesWe noted you are experiencing viewing problems
-
Check with your IT department that JWPlatform, JWPlayer and Amazon AWS & CloudFront are not being blocked by your network. The relevant domains are *.jwplatform.com, *.jwpsrv.com, *.jwpcdn.com, jwpltx.com, jwpsrv.a.ssl.fastly.net, *.amazonaws.com and *.cloudfront.net. The relevant ports are 80 and 443.
-
Check the following talk links to see which ones work correctly:
Auto Mode
HTTP Progressive Download Send us your results from the above test links at access@hstalks.com and we will contact you with further advice on troubleshooting your viewing problems. -
No luck yet? More tips for troubleshooting viewing issues
-
Contact HST Support access@hstalks.com
-
Please review our troubleshooting guide for tips and advice on resolving your viewing problems.
-
For additional help, please don't hesitate to contact HST support access@hstalks.com
We hope you have enjoyed this limited-length demo
This is a limited length demo talk; you may
login or
review methods of
obtaining more access.
Printable Handouts
Navigable Slide Index
- Introduction
- Agenda
- Objective of session
- How CRM should be defined
- Defining the role of CRM
- CRM as a set of cross-functional processes
- CRM strategy framework
- Key questions in the five CRM processes
- The strategy development process
- Best practice example: coherent mission/vision
- Orange CRM mission
- Best practice: leveraging customer advocacy
- First Direct Bank example
- The value creation process
- The value proposition
- Example of a value proposition
- The 'ACURA' model
- The multi-channel integration process
- The new role of sales force
- The new role of mobile commerce
- Electronic and traditional channels
- Cisco quotation
- Channel experience within and across channels
- Customer experience within channel (1)
- Customer experience within channel (2)
- The emotional reservoir of goodwill
- Multi-channel integration in B2C
- Open Plan web bank screenshot
- Open Plan digital TV screenshot
- Best practice: multichannel environment
- Fletcher Jones Mercedes-Benz dealership
- The information management process
- Best practice: replicating mind of the customer
- RS components example
- Thomas Cook - 3 ways to book
- The performance assessment process
- Best practice example: identifying critical KPIs
- Developing a CRM dashboard
- In conclusion, some issues to consider
- Summary
- Thank you for listening
Topics Covered
- Positioning multichannel marketing within CRM strategy
- The key processes in CRM strategy
- The CRM strategy framework
- Multichannel marketing and customer experience
- Lessons from best practice exemplars
Talk Citation
Payne, A. (2008, December 31). Laying the foundations for multichannel marketing through CRM strategy [Video file]. In The Business & Management Collection, Henry Stewart Talks. Retrieved November 12, 2024, from https://doi.org/10.69645/VXSD3566.Export Citation (RIS)
Publication History
Laying the foundations for multichannel marketing through CRM strategy
A selection of talks on Strategy
Hide