Customer connect program ver 3
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MAGNE Consulting presents their Customer Connect Program, which aims to bridge the gap between brands and customers. The program consists of three main components: Customer Data Management, Online and Offline Marketing Activities, and Analytics. Customer Data Management involves collecting and analyzing customer data to better understand demographics. Marketing Activities work to engage customers through both digital and offline channels based on their interests. Analytics provides insights into marketing performance, trends, and customer preferences to refine business strategies. The presentation outlines the program's benefits and shares examples of its implementation for retailers.
Customer connect program ver 3
- 1. . © 2012 MAGNE Consulting. and/or its affiliates. All rights reserved. MAGNE CONSULTING Pvt. Ltd “MAGNE’s Customer Connect Program” - Creating Bridges to Reach your Customers
- 2. 1 Agenda ■Our Offering’s ■The MAGNE Story ■Our Credentials
- 3. 2 Customer Connect Program @ Before WHO IS MY LOYAL CUSTOMER WHY IS MY CUSTOMER NOT COMING BACK? HOW DO I REMAIN IN MY CUSTOMERS “MINDSPACE WHAT DOES MY CUSTOMER LIKE/ DISLIKE DOES MY ITEM X APPEAL MORE TO A YOUNG CUSTOMER? HIS ASSORTMENT IS SO BORING …. WHERE ARE MY GOODIES THIS RETAILER DOESN‟T CARE…. WHERE ARE MY GOODIES
- 4. 3 Customer Connect Program @ After
- 5. 4 Customer Connect Program @ Why ■ Bridges the gap between the Brand and Customers , helps – Increases Brand Recall – Helps to massage customers regularly so that they ask” What Next? “Or “When do you come next?” – Helps identify Market Trends – Customer Analysis – – For Example Customer Segmentation & Usage Analysis – Customer Feedback. – Customer Service.
- 6. 5 Customer Connect Program @ What MARKET TRENDS MARKET EFFICACY TARGETED PARAMETERS BRAND RECALL CUSTOMER SERVCE CUSTOMER ANALYSIS DESIGN & IMPLEMENTATION OF ONLINE MR CUSTOMER SEGMENTATION & USAGE ANALYSIS COMMUNICATION FRAMEWORK MULTI CHANNEL CUSTOMER SUPPORT CUSTOMER MODEL DESIGN DESIGNING INTERFACES FOR MULTI CHANNEL CUSTOMER DATA CAPTURE DESIGNING OF COMMUNICATION TEMPLATE HELPDESK CUSTOMER RELATIONSHIP MANAGEMENT CUSTOMER APPLICATIONS CUSTOMER LOYALTY PROGRAM STORE WALK-INS WEBSITE SOCIAL MEDIA HELPDESK
- 7. 6 Customer Connect Program @ What Connecting you with your Customers Customer Data Management - Objective : To know your customer demographics better. - To- Do: Collection and sanitization of relevant customer data Online and Offline Marketing Activities. - Objective : To bridge the gap between the Retailer and Customer. -To- Do :To run marketing activities based on the likes / dislikes of customer Analytics - Objective: A detail study to understand the customers better. - To-Do: To analyse available data
- 8. 7 Customer Connect Program - Customer Data Management - Sanitized Customer Data - Designing Interfaces For Multi Channel Customer Data Capture - Customer Profiling - Designing Communication Templates Customer Details from Offline Marketing Activities Customer Details from POS and Customer Loyalty Program Customer Details from Digital Profile (Portal, Social networking channel , Business Networking channel etc)
- 9. 8 Customer Connect Program - Marketing Activities Digital Platform Online Brand Management (Social Media Networking, Business networking, blogging etc) Creating an Customer Forum to capture customer feedback/ Helpdesk. Reaching to your customers – The Guerrilla way (We miss you, Newsletter, Here we come Again!) Offline Promotions Sending Offline Invitations/ Newsletter In-Store Marketing Activities Contest and Polls Planning and Managing Marketing Events
- 10. 9 Customer Connect Program - Analytics ‒ Tracking Return on Investment on various marketing activities.(A cost benefit analysis) ‒ Co- creation of Innovation ( Understanding Market trends and needs and looking for “Innovative “ Solutions.) ‒This platform can also be used to test Product / Service Ideas ‒Customer Analytics – Creating a dashboard to get a BEV (Birds Eye View) of customer data and other parameters – their likes, dislikes, fastest moving style etc ‒Providing inputs to review and refine business Strategies
- 11. 10 Customer Connect Program -What Retailer See‟s – Data Collection Templates(Sample)
- 12. 11 Customer Connect Program -What Retailer See‟s – Weekly Reports (Snapshots)
- 13. 12 Customer Connect Program -What Retailer See‟s – Implementation of CLP (1) Hello Mr.Tom Hanks? How are you? I am good . Thank you. Its so nice of you to remember my name We have been waiting for you . You last came in over a month ago. I have been traveling a lot. Couldn‟t wait to come back to my favorite store
- 14. 13 Customer Connect Program -What Retailer See‟s – Implementation of CLP (2)
- 15. 14 Customer Connect Program -What Retailer See‟s – The Dashboard
- 16. 15 Our Team Project Manager (A Business Analyst ) ZOHO CRM Specialists (MAGNE‟S CRM Partner) Marketing Specialists (A marketing Specialist , who will help ideate and head the team of Social Marketers) Graphic Designers and Content Writer (To Design the Standard Communication to be sent to the customer)
- 17. 16 Our Success Story Brand’s Need: To understand customer profile better to enable the brand sponsor to add the “personal touch” and improve shopping experience. MAGNE’s Solution: Customer Data Management •Define customer data model •Migrate historical data into the ZOHO. •Sanitizing Customer Data. •Sending promotional / personalized emails / sms(This is an Ongoing Activity.) •Execute some PR Integration •Integration with POS (Manual ) (Please note Automatic Integration can also be done) •Launch / Integrate Customer Loyalty program •Integrate CRM with Social Media Channels Analytics •Provide some Customer analytics to the sponsor after mapping the data captured and Brands requirement.
- 18. 17 Agenda ■Our Offering‟s ■The MAGNE Story ■Our Credentials
- 19. 18 Every Organization has a „Story‟ which defines its Inception, Sustainability & Growth Innovation is the differentiator ■ MAGNE practices Innovation in every aspect of its existence ■ Solving Client issues ■ Rolling out new business models view more.. Collaboration is the key ■ Focus & build on the core and develop long standing partnerships to deliver holistic value to the client view more.. Long term partnership based model is what we seek ■ Over the last one year of inception we have kept an eye on opportunities which can transform into long term relationship and have always had a bias for them . We perform the best when we work on „Strategic Engagement‟ compared to a „Need Based‟ one. view more.. ■ Our key focus area : RETAIL ■ Our key strengths : Domain Understanding, Enterprise Architecture, Product Development, Long term customer association, Branding & Marketing Have Fun ■ As an organization we want to have fun in everything we do and that is something we just don‟t want to compromise on. view more..
- 20. 19 Every Story needs Numbers to demonstrate Authenticity and Power Client Acquisition (15) ■ MAGNE has acquired 15 Customers in a span on almost 10 months since its Inception. It started with small ticket „Business Consulting‟ work but over the time has successfully acquired mid scale customers. Line Of Service (5) ■ Retail Consulting ■ Retail Branding & Marketing ■ Retail Operational Consulting ( People, Process, Technology) ■ XBRL Team Strength (12) ■ Started with 2 Partners ■ The current MAGNE team composition ■ Partners (2) ■ Principal Consultant (5) ■ Senior Consultant (1) ■ Consultant (2) ■ Shared Services (2) ■ Our key focus area : RETAIL ■ Our key strengths : Domain Understanding, Enterprise Architecture, Product Development, Long term customer association, Branding & Marketing
- 21. 20 Every Story needs Numbers to demonstrate Authenticity and Power Operations (3) ■ Company Secretary Firm (Mamta Binani & Co.) for managing Statutory Compliance ■ Chartered Accountancy Firm for Financial Audits ■ Resourcing firm for staffing X-LOS Partnership(3) ■ Knowledge Partner to ICA for XBRL Training ■ Partner to CA firm in XBRL Space ■ IT advisor to WBNUJS for developing and managing IT application in law space Recognition & Awards (3) ■ Active member of NEN ■ Member of Mentor Edge Network ■ Awards for rolling out awareness session and seminars on XBRL – Pan India ■ Our key focus area : RETAIL ■ Our key strengths : Domain Understanding, Enterprise Architecture, Product Development, Long term customer association, Branding & Marketing
- 22. 21 Numbers never give you a complete picture , it‟s all about the Customers CLAT 2011 – Shamnad Basheer (Client Sponsor) ■ “Mitul was my finest discovery of 2010. I had been through a number of IT initiatives, and had always felt the need for an IT consultant who would bridge the gap between me (the client) and the service provider (website developer). Mitul impressed not only with his deep knowledge of IT, but his fantastic communication skills and his eminently likable personality. He was able to gauge my requirements with uncanny accuracy and translate them into a language understandable to the web developer. He even helped me come up with a much more sophisticated version of the original idea that I had in mind. On the other side of the fence, his IT expertise enabled him to work closely with the web developer, monitor their every step during design and implementation and push them to standards of excellence that even they never knew to exist within. The net result has always been a product close to near perfection. We (NUJS) first hired him and his partner (Ayesha) for the CLAT (Common law admission test) website, which he enabled through a web developer in a very short window. Despite the tight timelines and speed of execution, the website received rave reviews from many. In short, Mitul and Ayesha are rare gems and I will recommend them to any one who wishes to translate any idea or concept into an IT format, without having to worry about the hassle of dealing directly with web developers.” Shopster– Amit Karia (Proprietor) ■ “Mitul and me associated for a new business venture which I was looking to start up. Mitul provided great insight, knowledge and a professional approach about what this business will need, how we can streamline every aspect of the business moving forward and even detailed what might be needed in time to come. It was his personal interaction, belief and dedication that helped me take the plunge and while this is an on-going project, I am glad I made the decision to work with Mitul and his team. I wish him all the success and hope we can continue to work long after this project is completed.” Blue and Blues – Rohit Surana (Client Sponsor) ■ ““Ayesha is a diligent and hard working lady. She is result oriented and good to work with.” ■ Our key focus area : RETAIL ■ Our key strengths : Domain Understanding, Enterprise Architecture, Product Development, Long term customer association, Branding & Marketing
- 23. 22 Creating a mutual platform – Retail Workshop -2012 in collaboration IISWBM -13.02.2012 Creating an Awareness ■ We believe that to facilitate the structured growth of the Retail Sector of India we must bring together Retailers, Academicians, Service Providers and Students on one platform where thy can voice and discuss their experiences and concerns.
- 24. 23 Our Team – Executive Directors Mitul Das ■ Mitul has got around 11+ years of experience and brings to the table a unique combination of working on almost all aspects of IT value chain. He has journeyed from being a Solution Architect specializing in SOA to heading the Sales & Marketing for an Indian IT SME ; in the path traversed he has also worked as a lead consultant for strategic consulting engagements ■ Mitul brings in a strong domain knowledge in „Retail‟ and has design and development of Retail point solutions ■ Mitul is a MCA from Jadavpur University, Kolkata and has done diploma in Strategic Management from IIM-C Ayesha Hazra ■ Ayesha has got around 12+ years of experience and brings to the table a comprehensive experience in “Retail Domain” along with “Product Strategy & Planning” and has lead several initiatives in conceiving business solutions for Retail Vertical. ■ She has got comprehensive experience of handling Retail SME accounts like Blue & Blues, BRL, HUNT, Touristor, Steel Junction etc. whereby she led the engagement right from sales , consulting to product deployment ■ Ayesha has co-authored articles on „SToRAI‟ the flagship publication of RAI on „Adoption of analytics for Indian Retail SMEs‟ ■ Ayesha is an Electrical Engineer from Jadavpur University, Kolkata and has done her management from SPJMR,Mumbai
- 25. 24 We at MAGNE believe in becoming a true trusted partner in the transformational journey – and not just advise recommendations those are not implementable We are not “power-point” consultants ■ We believe in delivering outcomes, and not reports or software solutions ■ We are fact-based – and always keep long-term, sustainable profitability at the heart of every outcome we design ■ We get “hands-on”, and draw from our experience in similar clients as well as larger/international benchmarks We are independent ■ Whilst we have capabilities in managing large, transformational IT-enabled programmes and solutions, we have no "downstream" commitments to any one product, vendor, solution or system integrator. Our recommendations are based solely on your needs. We are young, and we are hungry ■ You may not have heard of MAGNE, but we are backed up by seasoned and experienced profiles from blue-chip firms who have been there, done that – but coming with an entrepreneurial vigour to make a difference
- 26. 25 Agenda ■Our Offering‟s ■The MAGNE Story ■Our Credentials
- 27. 26 Some of our Clients
- 28. . © 2012 MAGNE Consulting. and/or its affiliates. All rights reserved. MAGNE CONSULTING Pvt. Ltd MAGNE Consulting Pvt. Ltd www.magneconsulting.com www.facebook.com/magneconsulting reachus@magneconsulting.com Ph:+913324432101 Contacts
Editor's Notes
- #2: This is good slide and the flow is always WHAT, WHY and HOW so this is your second slide in WHY , the first or a few should be on what happens when you don’t have a CRM ( some good graphical slides_
- #3: This should come as first slide in WHAT sectionas this is the key deck@WHAT
- #4: THIS SLIDE IS NOT COMPLETE AS SEE MY LAST COMMENTS THE PHASES HAS TO BE DEFINED PLEASEThis should come in co-centric circles where the kernel ( innermost circle is ‘Connecting you with your Customers’)- So every layer of circle is basically a phase where we have a Objective, Set of actionable and a time line @WHAT
- #5: @HOWNow depending on the various layers define the approach
- #6: Good one
- #7: Wow this is good
- #8: A slide prior to this graphical where the customer feels thrilled as he is recognized could be a very good one followed by this