future of ecrm

The brave new world of eCRM

Mike Teasdale

Harvest Digital

Is email dead?

Did Microsoft kill it?

fixoutlook.org

Source: Dynamic Logic's AdReaction 5 Survey, n=357 UK respondents, fielded Sept 2007

Actually email is surprisingly popular

Opt-in email

Non-opt-in email

And it works very well

“In 2008, email marketing generated $45.06 for every dollar spent on it.”

DMA, Power of Direct, October 2008

Email is changing

My client’s email client report, July 2009

More mobile, less Microsoft

My email contact list, 2009

0

500

1000

1500

2000

2500

3000

Wireless email users

Worldwide IM users

Worldwide email users

131 261434

603

816

1008

12421411

15811739

2191

2375

2555

2741

2916

And more of it…

Source: radicati.com, Email Statistics Report, 2009-2013

20092010

20112012

2013

Email’s new friends…

Twitter

Facebook messaging

RSS

Google Wave

Not as different as we might hope!

Slight bias to women

Bit better educated

Bit younger

Bit poorer

Who likes this book?

Facebook Group

RSS = quicker and better than email newsletters

More interactive

Lessinteractive

Direct mail Email Call centre

RSSFacebook

group messaging IM / chat VoIPTwitter

Which channels will consumers prefer?

Why not ask them!

How this might work

Blog post

RSS

Facebook

Twitter

Email alertWeekly Email

Monthly email

Now One month

Blog postBlog post

Blog posts

What about Google Wave?

More interactive

Lessinteractive

Direct mail Email Call centre

RSSFacebook

group messaging IM / chat VoIPTwitter

Will it fit somewhere round here?

Google Wave

The future - on demand widgetised customer service

Product photos Availability Map

Delivery tracking

Address validation

Credit card validation

Product rating FeedbackRelated

products

THANK YOUtwitter.com/miketeasdale