CRM

The North Face : analytique et CRM au coeur des programmes de fidélisation client. Le programme VIPeak de North Face permet de mieux suivre les clients et de leurs faire bénéficier de promos et de sorties spéciales.

L'année dernière, quand The North Face a lancé son programme de fidélisation en ligne, puis quand elle l'a lancé en avril dernier dans ses magasins de détail, l'entreprise a voulu faire plus que de récompenser les clients en fonction des produits qu'ils achetaient. Pour y parvenir, il a fallu combiner ancienne et nouvelle informatique. Si les membres du programme VIPeak de The North Face, le spécialiste des vêtements techniques pour la montagne, basé sur la plate-forme de fidélisation Tibco Loyalty Lab, peuvent gagner des points en achetant une veste en polaire ou des chaussures de sport, ils peuvent aussi en gagner en participant au San Francisco Challenge Endurance ou en donnant leur avis sur la marque dans les réseaux sociaux.

Can You See the Opportunities Staring You in the Face? - Chris Briggs. By Chris Briggs | 9:00 AM November 27, 2013 We all suffer from inattention blindness.

We focus so intently on a particular task that we don’t notice the weird thing that’s right there in plain view. The person walking by in a gorilla suit, for example. Companies suffer from inattention blindness too. And in a business context, the weird thing that gets overlooked can turn out to be a crucial differentiating factor. A perfect example is the high-end retail company that, like its competitors, needed to close certain stores because more and more customers were buying online or via catalog. In a study of customer data on purchases made by people who lived within a short driving distance of its stores, the company could see that customers were visiting stores to look at the merchandise, then going home to compare other options and make their purchases.

But only if the data is well managed and well understood. Philippe Bonnet : « Le vrai marketing direct vient tout juste de naître » To Understand Consumer Data, Think Like an Anthropologist - Susan Fournier , and Bob Rietveld. By Susan Fournier and Bob Rietveld | 11:00 AM November 22, 2013 It was hardly what you’d call an “adequate sample size” for market research, but the results were nevertheless eye-opening for the maker of a pain-relief ointment: A single consumer posted an online photo showing how he placed foil over the ointment to prevent it from staining his pants.

Despite years of consumer research, the pharmaceutical firm hadn’t known about the staining problem. That photo prompted the company to change the product and its communications about the ointment, creating significant value for the firm. The beauty of listening to social-media chatter is that one picture or one comment can have an outsized impact on your consumer knowledge and, as a consequence, your profitability. Email Is Now Just Another Stream. Editor’s note: Peter Yared is the CTO/CIO at CBS Interactive.

Follow him on Twitter @peteryared. Only a couple of years ago, pundits were predicting an end to email. But instead of fading away, there’s been ever-increasing email volume and usage. Rather than being replaced by Facebook and Twitter streams, email is actually becoming a stream itself. Stop the Whining About Real-Time Marketing. Les forces en action dans la numérisation des points de vente. To Avoid the Customer Recency Trap, Listen to the Data - Scott A. Neslin. By Scott A.

Neslin | 10:00 AM November 20, 2013 A lot of stories emerge from customer data. The trick is figuring out which story to listen to. Companies that are planning marketing campaigns typically look at their data on past responses to figure out which customers are most likely to react favorably, and they spend their marketing dollars accordingly. That makes perfect sense — it’s obviously more profitable to send an expensive catalog, for instance, to just those people who are the likeliest responders. But this type of thinking can lead you into the recency trap. Frank Rosenthal : « Les distributeurs américains écoutent les clients et font d'eux une vraie priorité » Lancome's Loyalty Program Provides a Foundation of Data. November 18, 2013 Source: Lancome.com Lancome customers mostly shop through retail outlets--however, its online loyalty program helps the makeup company learn more about its fans.

The French cosmetics giant built the subscription-based replenishment program using technology from OrderGroove. Here's the approach Lancome took, according to Alessio Rossi, the company's VP of interactive and e-business marketing. Why Multichannel Service Builds Long-Term Loyalty [Future of Retail] The proliferation of personal mobile devices and customizable social media profiles has had a wide-ranging effect on how people connect with the products and services they want.

In the past, shoppers depended on face-to-face interactions and telephone conversations to learn more about a potential purchase or get an issue resolved, but as their time and attention goes elsewhere these limited options are no longer adequate. As a result, retailers and brands are expanding the reach of their customer service efforts to connect with customers through the platforms they’re already active on.

This proactive approach is designed to deliver problem resolution and information that is streamlined and personal. How Marketers Can Gain Insight Through Mobile Marketing. What started as a highly visual image sent to my phone via rich-media messaging (RMM) was actually the beginning of a brief study conducted by Starbucks’ to determine peoples’ favorite seasonal latte flavor.

The brand combined mobile optimized creative, a simple single-question survey and delivery through an always-on and ever-present platform—mobile—to learn that 39% of their mobile subscribers, myself included, preferred Caramel Brulee. After taking the survey, I asked myself, why I had done that. I typically take a pass on surveys—I don’t answer calls from telemarketing companies that would like to ask me a few questions nor do I go to the website at the bottom of the receipt to offer my opinion—no matter how much it matters. Improving Retail Service With Access To Shopper Data [Future of Retail] One of the biggest boons e-commerce provided to brands and customers alike was the use of their purchasing and browsing data to suggest items they ‘might be interested in’ or show things ‘people like them’ also purchased.

For the first time, retailers could offer customers quasi-personalized recommendations without actually knowing them, without having a brick-and-mortar store of dedicated salespersons committed to establishing long-term client relationships. Commerce connecté : Monoprix revoit sa relation client. Louis Vuitton App Replaces QR Codes With Scannable Images. The Louis Vuitton Pass is a new mobile application for iOS and Android that scans complete images rather than the increasingly less popular QR codes.

The luxury fashion house released the app in conjunction with a print campaign this month. Scannable images are indicated by a subtle icon, along with a prompt to download the app. Once scanned, users are given additional ‘behind-the-scenes’ information about the image, product details and a store locator. Using applications with scanning capabilities to provide additional context and information is no new concept, but the brand has incorporated the scannable element into the campaign in a tasteful way, perhaps providing a new standard for scannable campaigns.

Louis Vuitton Pass. Vidéo François Laxalt : comment Neolane est devenu Adobe Campaign. Celebrity Deathmatch: DMP vs. CRM. Ladies and Gentlemen, thank you for joining us for tonight’s episode of Celebrity Deathmatch! For tonight’s match we have two very serious contenders. It’s old against young, it’s seasoned warrior against upstart.

Let’s see who has what it takes. On my right, in the black and white shorts, is Customer Relationship Management, otherwise known as CRM. McDonald’s pousse les commandes de Big Mac sur le Net. Privacy and Stores: The Coming Storm. I have a hard time with the concept that a person should expect “privacy” while they are in public. If you’re standing out on a street corner, or attending a large public event, how can you have the expectation of privacy? If you don’t want people to know where you are or what you’re doing, then stay inside. Amazon will deliver almost anything your heart desires right to your door. It gets stickier when you get to the store.

L'Internet des objets, big bang annoncé. Don’t Let Data Paralysis Stand Between You and Your Customers - Harald Fanderl, Dorian Stone , and Alfonso Pulido. By Harald Fanderl, Dorian Stone and Alfonso Pulido | 9:00 AM November 4, 2013 Back when there were a handful of channels, interactions between customers and brands were relatively simple. Today, by contrast, more than half of all customers move through three or more channels to complete a single task.

To open a bank account today, for instance, a typical customer embarks on a multichannel journey: researching online; downloading an application; speaking to a call center agent; linking brokerage accounts; visiting a branch; and installing the bank’s mobile app. Those steps leave a long and complex digital trail. That multichannel complexity, combined with the scale of the data — US companies store at least 150 terabytes of it — makes divining insights into customer behaviors a serious challenge. Parsing this data, however, is critical to improving the customer experience and growing your business. 1. 2. 3. Big data harbors big opportunities to improve customer journeys and value. Top 10 Questions to Ask Yourself Before Embarking on a Large-Scale CRM Effort. Technology industry literature is replete with tales of customer relationship management (CRM) project failures. These complex implementations frequently take five or more years to complete, and they fail more often than they succeed.

The root cause behind these failures varies by situation, but a common theme is that users simply don’t trust the data and instead revert to legacy systems to find “the truth”. The promise of CRM is to create a single view of the customer that unifies all the relationships with your organization, a history of their touch points and scheduled activities, contact information for each account, and a true “360-degree view of the individual.”

This information is available to every channel, from digital to call center to sales operations. What CRM purports to do is to take your independent silos of front-office data and to seamlessly integrate it with your back-office systems. 1. 2. 3. 5 conseils pour fidéliser vos clients. Les hôtels Hyatt mettent en avant leur service client 2.0. Depuis le 25 octobre et pendant 7 jours, les internautes sont invités à exprimer leurs envies de séjours de rêve sur les réseaux sociaux Twitter, Vine, Instagram, Pinterest et Facebook, accompagnées du hashtag #HYATTaDream. Harvard Business Review - Page Not Found. Apple's success formula: Wash, rinse, repeat, reinvent.

A video appearance by the company's chief designer, Jony Ive, is now a regular feature of every Apple product launch. Tuesday's release of new MacBooks and iPads was no different. Up on the screen, there was Apple's chief designer, attired in his customary T-shirt, offering yet another brief discourse on bezels and batteries, recounting how Apple surmounted sundry engineering challenges to achieve greatness. "We are often faced with a paradox when we design to make products smaller and lighter, and at the same time more powerful....if we can overcome these challenges we can make something without compromises," he said regarding the new .

3 mobinautes sur 4 acceptent les " push notifications " The Mobile-Influenced In-Store Experience. Following is Part 1 of a 2-part feature examining the role of mobility in the in-store customer journey. This section looks at the first steps of that journey, with supporting comments from Walmart and several analysts. Tackling The Urban Myth Of Big Data. “Big data” has become the hot new reality star.

It has broken past the business and marketing magazines into consumer and mainstream news. MicroStrategy Analytics Desktop : un outil de datavisualisation gratuit. Mobile CRM's Next Battleground: the Point of Sale. It's been a trend in the POS industry for vendors to add value to their offerings by helping businesses better understand their customers, suggested Jeff Shanahan, president at CardConnect. "This trend is built on the wealth of transactional data being collected by POS and payments companies, and the goal is to present simplified consumer behavior analyses that can be used by merchants to generate more revenue," he said.

Memo to Digital Marketers: Be Strategic and Prove the ROI5 ways that e-commerce marketers can support and defend their digital media spends, by showing demonstrable returns and business impact. ExactTarget associé à Open Text pour gérer les contenus marketing. Consumers on board? Les canaux digitaux, générateurs de satisfaction client. Retail Stores Become Shipping Hubs To Battle Amazon. The Dawning of the Predictive Business Era. Infographie : les usages des internautes en matière d'emailing. Social TV : Facebook partagera des données avec TF1 et Canal+ Segment, Monetize, Retain, Repeat. Story-driven Data Analysis - Judy Bayer and Marie Taillard. Implementing Innovation: Segment Your Non-Customers - Alessandro Di Fiore. Urban Outfitters' New Social Network Offers Members Deals For Data. La stratégie gagnante du mobile marketing Wallmart. Big Data : Orange dévoile sa stratégie. Jeff Bezos Wants To Revolutionize Tech Support. A French example of data analytics. L'Ecureuil se met à l'intelligence artificielle.

The Charging Elephant — IBM. La data fusion réchauffe le marketing et la pub - Marketing Professionnel - Marketing professionnel – Le marketing pour les professionnels. La gamification, un levier de motivation encore peu utilisé. News Byte: ExactTarget Launches Salesforce ExactTarget Marketing Cloud. Retailers Fight Exile From Gmail In-Boxes. Why Microsoft Dynamics CRM Is Winning Big With Banks. Retail Industry - Email to a Friend. Adobe Target revu pour simplifier les tests d'ergonomie. The Future of Loyalty is in Big Data and Gamification. How to use Digital in Retail - NEW! Infographic on Digitail. With The iPhone 5S, Apple Is Making You The Device.

Bullish on digital: McKinsey Global Survey results. Infographie : Les tendance de l'e-mail marketing en 2013. What will CRM look like in 2015? Reinventing the Experience for the New Energy Consumer. Microsoft et American Express viseraient Foursquare. DISTRIBUTION : Serge Papin, président de Système U, "Notre principal défi: la qualité de la relation" Online grocery store uses customer purchase histories to predict when items will run out.

De la “Data Science” à l’infovisualisation (1/2) : qu’est-ce qu’un data scientist. CRM Service Awards: Service Leaders. Données personnelles sur internet : une loi présentée début 2014. Essential Steps to Creating a Single View of Your Customer. The Customer-Generated Service Revolution. Décryptage: Après le scandale de la viande... - Dossiers LSA Conso. Les enjeux de la Big Data à l'heure des médias sociaux. The Top Six Digital Trends for 2013.

How Will CRM Evolve? Le CRM multicanal. SugarCRM accélère vers les grands comptes et le social. Big data.

Relation Client

Acquisition Client.