driving customer-centricity with incremental innovation
DESCRIPTION
See Joel Nicholson the Managing Director of Marketsoft presenting at the ADMA Global Forum 2013 - http://youtu.be/FQtMOzF63kk Visit our blog at - http://www.marketsoft.com.au/blog/TRANSCRIPT
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Customer centricity
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No Silver Bullet
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It is hard, the struggle & the journey…
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Product-centric
Customer-Centric
Client success story –
Transformation journey
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Product-Centric
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Large acquisition mailings
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Driven by revenue targets
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Overseas
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Customer-Centric
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Listening
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Brochure
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Lifecycle
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Pathways
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Major wealth management Company - Transformation
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1. Hard stuff
2. Incremental good stuff
3. Awesome outcome stuff
4. Not so awesome stuff
5. Real stuff
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Hard stuff…
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Data quality
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Access
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Slow data turnaround
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Predict customer behaviour
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Measure
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Segment and personalise
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2. Incremental good stuff
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Marketing Team
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Customised Data Sets
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Support Service
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Agile Reporting
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New Technology
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3. Awesome outcome stuff
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Available within days
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Signoff
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New data
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New Partners
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4. Not so awesome stuff
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TM Channel only
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Near real time
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Pathways
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5. Real stuff
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Served everyday
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Relationships
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New Revenue
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Customer centricity
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A better world!
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