crm-奧美ppt36頁(已修改)
2025-01-16 19:48 本頁面
【正文】 Ogilvy MatherOgilvy Interactive TeamCustomer Relationship Management (CRM)Vladimir M JordanovDecember 2nd, 2023Oglivy Interactive Beijing Bootcamp1Ogilvy MatherCustomers?Who are these guys?2Ogilvy MatherWhat is CRM?q Indepth analysis of customer behavior and attributes.q Applying of the achieved knowledge in the formulation of marketing campaigns, strategies and treatment plans.q More than just a set of technologies – it is a process. 3Ogilvy MatherWhy CRM?q Company existence – quest for profit.q Three ways to increase the profitability of the customer baseq Acquire more customersq Optimize the value of the existing customersq Retain the right customers longerq Acquiring new customer cost 510 times more that retaining the existing oneq Loyal customers will will buy more and are willing to pay premium pricesq 20/80 rule – 20% of the customers generate 80% of the revenue4Ogilvy MatherWhy CRM? (continued)q Service leaders enjoy the following advantage over their lowservice petitors:q They grow twice as fast.q They experience a 6% annual growth vs. a 1% share loss (they take customers away from their petitors).q They can charge 10% more from their products and still take customers away.q They enjoy 12% vs.
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