future of ecrm
DESCRIPTION
Email is the unsung workhorse of digital marketing, doing all the heavy lifting whilst others take the credit. But is email now under threat from new social media comms tools like Twitter? What does the future look like for eCRM?TRANSCRIPT
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…
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
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