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4.CustomerExperienceWeek
KundenserviceinZeitenderdigitalenTransformation
24.-28.Oktober2016
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4.CustomerExperienceWeeK
Themen:
• CustomerExperienceManagement• Prozessoptimierung• Omni-ChannelManagement• DigitalerKundenservice/CustomerEngagement• AktuelleStudienergebnisse
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Webinar
ServiceistdasneueMarketing
27.Oktober2016
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StrategischeGeschäftziele
Kunden gewinnenKunden haltenKunden entwickeln
Bessere NutzungdervorhandenenInfrastruktur
Ressourcen-Management
Aus Kontakten werden Beziehungen,Geschäftsmöglichkeiten undKundenbindung.
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NICHTWASSIE SAGEN,DEFINIERTHEUTEIHREMARKE,SONDERNWASDIEVERBRAUCHERÜBERSIESAGEN30.10.16 5
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ZielsetzungCEM
ZielvonCEMistes,auszufriedenenKundentreueKundenundaustreuenKundenbegeisterteKunden(Fans)zumachen.30.10.16 6
http://www.forum-mainz.de/files/erlaeuterung_fanmodell_web.pdf
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Innovationundkreativ
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EffektivundEffizient
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Contact Center
Kunden Unternehmen
One – to - one
One –to - many
Webseite
Community
Foren
Many-to- many
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Dez2013 10
„OneFacetotheCustomer“/„OneFaceoftheCustomer“
Multichannel-Service
„One Faceto the Customer“ „One Faceof the Customer“
KontaktidentifikationundkanalübergreifendesMatching vonKundenstammsätzen
IntegrationvonKonversations- undProfildatenausSocialMediainCRMundDataWarehouse
BereitstellungeinerkanalübergreifendenKontakthistoriejeKunde
KanalübergreifendeVerknüpfungvonProfildaten,Tickets,Kampagnenetc.
IntegriertesKnowledge Management
ZentraleVerwaltungvonOpt-Ins/Permissionsinkl.Scope undGültigkeitszeitraum
CRM-DatenimSocialMediaWorkflowbereitstellen(Segment,Flags,Prioritätetc.)
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Suchmaschine
Webseite
Social Networks(Facebook,Twitter)Community
Foren
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E-MailWebseite
Banner
Mobile Apps
Social Media Point of sale
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WollendieKundenwirklichjedenKanalnutzen?
Quelle:AktuelleEnghouse BefragunginDeutschlanddurchgeführtdurchprodukt +markt
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Zeit für Ihre Fragen
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