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Outbound only tool Inbound only tool Outbound and inbound performed with separate tools One integrated tool used for outbound and inbound
33%
24%
3%
37%
7%
7% 8% 8% 8% 7%
8%
8% 8%
30% 30%
30%
47%
very important very important
not important
1% 1%
1%
3%
3% 3%24%
unsatisfied unsatisfied
24% 24%
45% 45%
CM satisf action level CM satisf action level
27% 27%
very satisfied very satisfied
27%
... but only were ... but only 28% ofsatisfied respondents28% of respondents were satisfied respondentswere satisfied with their current level of with their current performance in CM level with their current level ofof performance performancein CM in CM
unsatisfied
very satisfied
In many companies, however, we found that marketers have a long journey ahead of them. From campaign management set-up, through planning and building the interaction, to execution, monitoring and measurement, much remains to be achieved. The following findings highlight the scale of challenge and the level of opportunity for those markets that move towards best practice campaign management:
0 percent of organisations lack 2 data quality improvement processes 7 percent are unable to effectively 6 link inbound and outbound activity 7 percent have no inbound 2 marketing tool 9 percent are unable to obtain a 4 single campaign history view 9 percent measure revenue impact 5 on some, but not all, campaigns.
In other words, joined-up campaign management capabilities are still in short supply. As a result, marketers in many companies struggle to maintain consistency of campaign messaging across all channels and, in many cases, continue to lack the deep customer insights they need to improve customer interaction and define customer engagement.
Quicker to market for own campaigns and competitor response campaigns Customer-centric campaigns as opposed to product-centric
Automation 12% Framework/ Process Definition 18% IT Tool implementation & Integration12%
Use better segmentation to improve customer targeting for campaigns The graphic above highlights these deficiencies, identifying the key strategic priorities identified by marketers in our survey. to achieve effective segmentation based on customer needs, behaviours and values. 5 Campaign Processes: Because campaign management processes are clearly defined, with function and execution channels closely aligned, leaders can adapt campaigns quickly in response to competitor activity. 6 Multi-channel Integration & Campaign Execution: Leaders benefit from a single view of customer contacts across all channels with fully integrated toolsets. This enables cross-channel lead management with consistent offers, messaging and experience. 7 Measurement & Reporting: Robust use of control groups informs their campaign analysis, with a particular focus on ROI measurement for all activity and near real-time campaign response tracking. By focusing on these seven core capabilities, companies can successfully move up the campaign management maturity scale from mass marketing, through targeted communication to personalised communication and interactive dialogue.
Remove inefficiences and non-value adding processes and align the organisational people, skills, processes and technology
Leaders also have a single team maintaining contact rules, acting as the gate-keeper to the customer relationship and deciding which customers should receive specific offers, and when. Revenue generation, customer churn and enhanced customer experience are the three principal key performance indicators for the central management hub.
Governance
Successful campaign management strategies are built on robust governance. This means developing a clear roadmap focused on core capabilities, namely: mproving IT tools I mproving the electronic customer I dialogue mproving multi-channel capacity I utomating campaigns A educing time to market R mproving company processes. I In leading companies, planned business cases and ROI on campaign management spend are continuously reviewed, meaning that budgets can be rapidly reallocated when priorities change. Because they have a single function (local or central) responsible for developing their campaign management capabilities and roadmap, they can manage in-life projects in line with overall strategy.
Next steps
Best practice campaign management capabilities are core to competitive edge. The first step is to identify strategic objectives and align these with the capabilities needed to achieve them. Grounded in Accentures in-depth experience with organisations in this area, we work with marketers to evaluate their existing capabilities against marketing leading practices, identifying gaps and recommending areas for improvement. Once this diagnostic stage is completed, we work with companies to put in place tools and processes that will enhance campaign management and multichannel customer management performance. For many companies, the journey ahead appears challenging. But it is important to remember that success does not call for overnight transformation. Incremental, planned approaches to best practice campaign management deliver the most sustainable results.
Contact us
For further information, please contact: Stefano Fanfarillo Senior Manager Accenture | Management Consulting CRM Global Service Line Tel: +44 (0) 20 7844 5480 Mob: +44 (0) 7901 812 882 Stefano.Fanfarillo@accenture.com Accentures Customer Relationship Management team helps organisations achieve high performance by transforming their marketing, sales and customer service functions to support accelerated growth, increase profitability and greater operating efficiency. We offer an integrated portfolio of solutions designed to help organisations know their customers better, reach customers in ways that deliver improved cost-efficiency and higher return on investment; and deliver customer experiences that fulfil the promise of the brand, create trust and loyalty and enable profitable growth.
About Accenture Accenture is a global management consulting, technology services and outsourcing company, with approximately 211,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the worlds most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$21.6 billion for the fiscal year ended Aug. 31, 2010. Its home page is www.accenture.com.
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