Organisations with a cross functional team approach with the customers at the

Organisations with a cross functional team approach

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Organisations with a cross- functional team approach with the customers at the centre of all initiatives are nearly twice as likely to exceeded their top business goal o Customer centric approach, how we integrate existing teams and current technology IDM and the organisation Easier said than done why? Omnichannels – silos (digital is not a Bolt on) – siloing information – managing data not mixing up everything – getting a 360 degree of the customer needs to have those silos blended – merging data together. many companies struggle with this, they face challenges and how to blend multiple channels together loosing customer authenticity can be a problem – does a business know your history when you’re going from one channel to another? Using silos – (the legacy system) creating a more seamless experience, there are operational cost (requires large amounts of recourses) and issues with this This must be cross-organisational effort Also need to think about consumer’s and their privacy IDM strategic models 1. Define and establish: Define the organisation’s core values, goals, and message; use them to establish a seamless online presence across all digital channels. 2. Convey and promote: Employ various digital content media to effectively convey the message; leverage organic/paid search, social and mobile initiatives to promote this message throughout the digital channels. 3. Connect and convert: Engage and connect with the audience anywhere, anytime, over any device, to form personal connections that will convert short-term leads into sales and foster long-term relationships
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4. Measure and refine: Measure outcomes against expected performance; use these insights to refine future IDM initiatives. IDM strategic Analysis – STRATEGY TACTICS MEASURMENT Stage Goals Targets Tools Actions Metrics/KPI’s Awareness Gain Exposure Target Demographic Email, Banner Ads, Ar Icons, Swarm (Foursquare) Open Email, Engage With Banner, Snap Ar Icon, Check-In On Swarm (Foursquare) Open Rate, Click Through Rate, Views, Brand Equity Interest Foster Inactivity Potential User/ Customer Facebook, Twitter, Pinterest, Social Contests, Instagram User Likes, Shares Or Comments On A Post, Submits/Engage With Contests Follows, Likes, Retweets, Engagement Involvement Encourage Inquiry Prospect Youtube, Blogs, Newsletters, Loyalty Programs Watch Video, Subscribe To Blog/Newsletter, Sign Up For Program Number Of Subscribers Commitmen t Generate Conversion Customer/Clien t Coupons, Social Buzz, Opt-Ins, Calls-To-Action Redeem Coupon, Buy Product Or Service, Attend Event, Register/ Subscribe Conversion Rate, Customer Acquisition Loyalty Serve Customers Loyal Customer Social Customer Relationship Management (Scrm) Service Interactions (Phone, Online, Chat, Store) Service Reviews Mention, Reviews Advocacy Reward Loyalty Advocate Social Share Buttons, Surveys, Comments And Reviews, Referral Links User Shares Blog Content, Fills Out Survey Leaves Comment Or Review, Shares Links Number Of Times Shared, Revenues
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