logging in or signing up Relationship Marketing hausman Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT lite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: Embed: Flash iPad Copy Does not support media & animations WordPress Embed Customize Embed URL: Copy Thumbnail: Copy The presentation is successfully added In Your Favorites. Views: 1604 Category: Business & Fin.. License: Some Rights Reserved Like it (0) Dislike it (0) Added: January 30, 2011 This Presentation is Public Favorites: 3 Presentation Description The Definition of Marketing Series:Relationship Marketing. Learn how to use relationship marketing to improve your firm’s performance. Relationship marketing is also a key factor underpinning success in social media marketing as it builds engagement with customers. For more information go to: http://hausmanmarketresearch.org Comments Posting comment... Premium member Presentation Transcript DEFINITION OF MARKETING SERIES: DEFINITION OF MARKETING SERIES Relationship Marketing – Fundamentals of Social Media Marketing Angela Hausman, PhDWhat is Relationship Marketing ?: What is Relationship Marketing ? Relationship marketing is a strategy designed to foster customer loyalty, interaction and long-term engagement. This customer relationship management ( CRM) approach focuses more on customer retention than customer acquisition.* Angela Hausman, PhDHow is Relationship Marketing Different ?: How is Relationship Marketing Different ? Angela Hausman, PhDHow is Relationship Marketing Different ?: How is Relationship Marketing Different ? Long Term Focus Angela Hausman, PhDHow is Relationship Marketing Different ?: How is Relationship Marketing Different ? Long Term Focus Customer Satisfaction over Sales Angela Hausman, PhDHow is Relationship Marketing Different ?: How is Relationship Marketing Different ? Long Term Focus Customer Satisfaction over Sales One on One Marketing Angela Hausman, PhDHow is Relationship Marketing Different ?: How is Relationship Marketing Different ? Long Term Focus Customer Satisfaction over Sales One on One Marketing Understanding Customers over Predicting Angela Hausman, PhDHow is Relationship Marketing Different ?: How is Relationship Marketing Different ? Long Term Focus Customer Satisfaction over Sales One on One Marketing Understanding Customers over Predicting Retention Angela Hausman, PhDHow is Relationship Marketing Different ?: How is Relationship Marketing Different ? Long Term Focus Customer Satisfaction over Sales One on One Marketing Understanding Customers over Predicting Retention Data Driven Angela Hausman, PhDWhat Relationship Marketing is NOT.: What Relationship Marketing is NOT. Angela Hausman, PhDWhat Relationship Marketing is NOT.: What Relationship Marketing is NOT. Data mining Angela Hausman, PhDWhat Relationship Marketing is NOT.: What Relationship Marketing is NOT. Data mining Metrics Angela Hausman, PhDWhat Relationship Marketing is NOT.: What Relationship Marketing is NOT. Data mining Metrics Managing customers Angela Hausman, PhDWho Gains Value in RM ? : Who Gains Value in RM ? Angela Hausman, PhDWho Gains Value in RM ? : Who Gains Value in RM ? Companies Angela Hausman, PhDWho Gains Value in RM ? : Who Gains Value in RM ? Companies Gaining new customers is 5 times more expensive than retaining existing customers Angela Hausman, PhDWho Gains Value in RM ? : Who Gains Value in RM ? Companies Gaining new customers is 5 times more expensive than retaining existing customers A 5% increase in customer retention = 25-85% increase in profits (NPV) Reichheld and Sasser (1990) Angela Hausman, PhDWho Gains Value in RM ? : Who Gains Value in RM ? Companies Gaining new customers is 5 times more expensive than retaining existing customers A 5% increase in customer retention = 25-85% increase in profits (NPV) Reichheld and Sasser (1990) Customers are more loyal Angela Hausman, PhDWho Gains Value in RM ? : Who Gains Value in RM ? Companies Gaining new customers is 5 times more expensive than retaining existing customers A 5% increase in customer retention = 25-85% increase in profits (NPV) Reichheld and Sasser (1990) Customers are more loyal Customers spread positive word of mouth Angela Hausman, PhDWho Gains Value in RM ? : Who Gains Value in RM ? Companies Gaining new customers is 5 times more expensive than retaining existing customers A 5% increase in customer retention = 25-85% increase in profits (NPV) Reichheld and Sasser (1990) Customers are more loyal Customers spread positive word of mouth Often more expedient and effective when serving customers. Angela Hausman, PhDWho Gains Value in RM ?: Who Gains Value in RM ? Angela Hausman, PhDWho Gains Value in RM ?: Who Gains Value in RM ? Customers Angela Hausman, PhDWho Gains Value in RM ?: Who Gains Value in RM ? Customers Comfort Angela Hausman, PhDWho Gains Value in RM ?: Who Gains Value in RM ? Customers Comfort Sense of belonging/ community Angela Hausman, PhDWho Gains Value in RM ?: Who Gains Value in RM ? Customers Comfort Sense of belonging/ community More effective Angela Hausman, PhDRelationship Marketing = Social Media Marketing: Relationship Marketing = Social Media Marketing Angela Hausman, PhDRelationship Marketing = Social Media Marketing: Relationship Marketing = Social Media Marketing Require engagement Angela Hausman, PhDRelationship Marketing = Social Media Marketing: Relationship Marketing = Social Media Marketing Require engagement Focus on the customer Angela Hausman, PhDRelationship Marketing = Social Media Marketing: Relationship Marketing = Social Media Marketing Require engagement Focus on the customer Collaborative Angela Hausman, PhDRelationship Marketing = Social Media Marketing: Relationship Marketing = Social Media Marketing Require engagement Focus on the customer Collaborative Integrates across marketing, sales, customer service, technology, operations management … Angela Hausman, PhDRelationship Marketing = Social Media Marketing: Relationship Marketing = Social Media Marketing Require engagement Focus on the customer Collaborative Integrates across marketing, sales, customer service, technology, operations management … People, Processes, Technology Angela Hausman, PhDHow Can This Help You Succeed ?: How Can This Help You Succeed ? Angela Hausman, PhDHow Can This Help You Succeed ?: How Can This Help You Succeed ? Structural Issues Angela Hausman, PhDHow Can This Help You Succeed ?: How Can This Help You Succeed ? Structural Issues Cross functional teams Angela Hausman, PhDHow Can This Help You Succeed ?: How Can This Help You Succeed ? Structural Issues Cross functional teams Management support for customer focus Angela Hausman, PhDHow Can This Help You Succeed ?: How Can This Help You Succeed ? Structural Issues Cross functional teams Management support for customer focus Total quality management Angela Hausman, PhDHow Can This Help You Succeed ?: How Can This Help You Succeed ? Structural Issues Cross functional teams Management support for customer focus Total quality management Employee empowerment Angela Hausman, PhDHow Can This Help You Succeed ?: How Can This Help You Succeed ? Structural Issues Cross functional teams Management support for customer focus Total quality management Employee empowerment Employee satisfaction Angela Hausman, PhDHow Can This Help You Succeed ?: How Can This Help You Succeed ? Measurement Issues Angela Hausman, PhDHow Can This Help You Succeed ?: How Can This Help You Succeed ? Measurement Issues Databases Angela Hausman, PhDHow Can This Help You Succeed ?: How Can This Help You Succeed ? Measurement Issues Databases Develop appropriate metrics Angela Hausman, PhDHow Can This Help You Succeed ?: How Can This Help You Succeed ? Measurement Issues Databases Develop appropriate metrics Track retention Angela Hausman, PhDHow Can This Help You Succeed ?: How Can This Help You Succeed ? Measurement Issues Databases Develop appropriate metrics Track retention Model defection Angela Hausman, PhDHow Can This Help You Succeed ?: How Can This Help You Succeed ? Measurement Issues Databases Develop appropriate metrics Track retention Model defection Customer Lifetime Value Angela Hausman, PhDMore questions?: More questions? Check out other videos in The Definition of Marketing video glossary series See the definition of essential marketing terms and phrases at: Hausman Marketing Letter You do not have the permission to view this presentation. In order to view it, please contact the author of the presentation.
Relationship Marketing hausman Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT lite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: Embed: Flash iPad Copy Does not support media & animations WordPress Embed Customize Embed URL: Copy Thumbnail: Copy The presentation is successfully added In Your Favorites. Views: 1604 Category: Business & Fin.. License: Some Rights Reserved Like it (0) Dislike it (0) Added: January 30, 2011 This Presentation is Public Favorites: 3 Presentation Description The Definition of Marketing Series:Relationship Marketing. Learn how to use relationship marketing to improve your firm’s performance. Relationship marketing is also a key factor underpinning success in social media marketing as it builds engagement with customers. For more information go to: http://hausmanmarketresearch.org Comments Posting comment... Premium member Presentation Transcript DEFINITION OF MARKETING SERIES: DEFINITION OF MARKETING SERIES Relationship Marketing – Fundamentals of Social Media Marketing Angela Hausman, PhDWhat is Relationship Marketing ?: What is Relationship Marketing ? Relationship marketing is a strategy designed to foster customer loyalty, interaction and long-term engagement. This customer relationship management ( CRM) approach focuses more on customer retention than customer acquisition.* Angela Hausman, PhDHow is Relationship Marketing Different ?: How is Relationship Marketing Different ? Angela Hausman, PhDHow is Relationship Marketing Different ?: How is Relationship Marketing Different ? Long Term Focus Angela Hausman, PhDHow is Relationship Marketing Different ?: How is Relationship Marketing Different ? Long Term Focus Customer Satisfaction over Sales Angela Hausman, PhDHow is Relationship Marketing Different ?: How is Relationship Marketing Different ? Long Term Focus Customer Satisfaction over Sales One on One Marketing Angela Hausman, PhDHow is Relationship Marketing Different ?: How is Relationship Marketing Different ? Long Term Focus Customer Satisfaction over Sales One on One Marketing Understanding Customers over Predicting Angela Hausman, PhDHow is Relationship Marketing Different ?: How is Relationship Marketing Different ? Long Term Focus Customer Satisfaction over Sales One on One Marketing Understanding Customers over Predicting Retention Angela Hausman, PhDHow is Relationship Marketing Different ?: How is Relationship Marketing Different ? Long Term Focus Customer Satisfaction over Sales One on One Marketing Understanding Customers over Predicting Retention Data Driven Angela Hausman, PhDWhat Relationship Marketing is NOT.: What Relationship Marketing is NOT. Angela Hausman, PhDWhat Relationship Marketing is NOT.: What Relationship Marketing is NOT. Data mining Angela Hausman, PhDWhat Relationship Marketing is NOT.: What Relationship Marketing is NOT. Data mining Metrics Angela Hausman, PhDWhat Relationship Marketing is NOT.: What Relationship Marketing is NOT. Data mining Metrics Managing customers Angela Hausman, PhDWho Gains Value in RM ? : Who Gains Value in RM ? Angela Hausman, PhDWho Gains Value in RM ? : Who Gains Value in RM ? Companies Angela Hausman, PhDWho Gains Value in RM ? : Who Gains Value in RM ? Companies Gaining new customers is 5 times more expensive than retaining existing customers Angela Hausman, PhDWho Gains Value in RM ? : Who Gains Value in RM ? Companies Gaining new customers is 5 times more expensive than retaining existing customers A 5% increase in customer retention = 25-85% increase in profits (NPV) Reichheld and Sasser (1990) Angela Hausman, PhDWho Gains Value in RM ? : Who Gains Value in RM ? Companies Gaining new customers is 5 times more expensive than retaining existing customers A 5% increase in customer retention = 25-85% increase in profits (NPV) Reichheld and Sasser (1990) Customers are more loyal Angela Hausman, PhDWho Gains Value in RM ? : Who Gains Value in RM ? Companies Gaining new customers is 5 times more expensive than retaining existing customers A 5% increase in customer retention = 25-85% increase in profits (NPV) Reichheld and Sasser (1990) Customers are more loyal Customers spread positive word of mouth Angela Hausman, PhDWho Gains Value in RM ? : Who Gains Value in RM ? Companies Gaining new customers is 5 times more expensive than retaining existing customers A 5% increase in customer retention = 25-85% increase in profits (NPV) Reichheld and Sasser (1990) Customers are more loyal Customers spread positive word of mouth Often more expedient and effective when serving customers. Angela Hausman, PhDWho Gains Value in RM ?: Who Gains Value in RM ? Angela Hausman, PhDWho Gains Value in RM ?: Who Gains Value in RM ? Customers Angela Hausman, PhDWho Gains Value in RM ?: Who Gains Value in RM ? Customers Comfort Angela Hausman, PhDWho Gains Value in RM ?: Who Gains Value in RM ? Customers Comfort Sense of belonging/ community Angela Hausman, PhDWho Gains Value in RM ?: Who Gains Value in RM ? Customers Comfort Sense of belonging/ community More effective Angela Hausman, PhDRelationship Marketing = Social Media Marketing: Relationship Marketing = Social Media Marketing Angela Hausman, PhDRelationship Marketing = Social Media Marketing: Relationship Marketing = Social Media Marketing Require engagement Angela Hausman, PhDRelationship Marketing = Social Media Marketing: Relationship Marketing = Social Media Marketing Require engagement Focus on the customer Angela Hausman, PhDRelationship Marketing = Social Media Marketing: Relationship Marketing = Social Media Marketing Require engagement Focus on the customer Collaborative Angela Hausman, PhDRelationship Marketing = Social Media Marketing: Relationship Marketing = Social Media Marketing Require engagement Focus on the customer Collaborative Integrates across marketing, sales, customer service, technology, operations management … Angela Hausman, PhDRelationship Marketing = Social Media Marketing: Relationship Marketing = Social Media Marketing Require engagement Focus on the customer Collaborative Integrates across marketing, sales, customer service, technology, operations management … People, Processes, Technology Angela Hausman, PhDHow Can This Help You Succeed ?: How Can This Help You Succeed ? Angela Hausman, PhDHow Can This Help You Succeed ?: How Can This Help You Succeed ? Structural Issues Angela Hausman, PhDHow Can This Help You Succeed ?: How Can This Help You Succeed ? Structural Issues Cross functional teams Angela Hausman, PhDHow Can This Help You Succeed ?: How Can This Help You Succeed ? Structural Issues Cross functional teams Management support for customer focus Angela Hausman, PhDHow Can This Help You Succeed ?: How Can This Help You Succeed ? Structural Issues Cross functional teams Management support for customer focus Total quality management Angela Hausman, PhDHow Can This Help You Succeed ?: How Can This Help You Succeed ? Structural Issues Cross functional teams Management support for customer focus Total quality management Employee empowerment Angela Hausman, PhDHow Can This Help You Succeed ?: How Can This Help You Succeed ? Structural Issues Cross functional teams Management support for customer focus Total quality management Employee empowerment Employee satisfaction Angela Hausman, PhDHow Can This Help You Succeed ?: How Can This Help You Succeed ? Measurement Issues Angela Hausman, PhDHow Can This Help You Succeed ?: How Can This Help You Succeed ? Measurement Issues Databases Angela Hausman, PhDHow Can This Help You Succeed ?: How Can This Help You Succeed ? Measurement Issues Databases Develop appropriate metrics Angela Hausman, PhDHow Can This Help You Succeed ?: How Can This Help You Succeed ? Measurement Issues Databases Develop appropriate metrics Track retention Angela Hausman, PhDHow Can This Help You Succeed ?: How Can This Help You Succeed ? Measurement Issues Databases Develop appropriate metrics Track retention Model defection Angela Hausman, PhDHow Can This Help You Succeed ?: How Can This Help You Succeed ? Measurement Issues Databases Develop appropriate metrics Track retention Model defection Customer Lifetime Value Angela Hausman, PhDMore questions?: More questions? Check out other videos in The Definition of Marketing video glossary series See the definition of essential marketing terms and phrases at: Hausman Marketing Letter