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0:00
Hello. My name is Ken
Le Meunier-FitzHugh.
In this talk I'm going to
consider the customer journey.
0:09
In this talk, I'm going to
look at market intelligence,
managing the customer
journey, and lead generation.
0:18
The customer journey is
how customers and
consumers are acquired,
and this can influence
how the sales
relationship develops.
Customers and consumers can
be engaged online through
social media or offline
through traditional
promotional activities.
New customers are guided
through the customer journey
by a combination of sales and
marketing "customer touch
point" interactions.
Retaining profitable
customers and consumers,
customer loyalty helps to
generate repeat business
as it is as valuable to
the organization as
attracting new customers.
1:00
Collaborative market
intelligence or
knowledge consists of data
generated through a system
of research and synthesis that
enables an organization to
gain competitive advantage and
to understand how to
deliver customer value.
Generating market
intelligence is
critical to informing sales and
marketing strategy to acquire
new customers and retain
existing customers.
To generate accurate
customer knowledge
it's essential to include
information from
the sales team so
that appropriate customer
value can be created.
