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Instapaper: Monday, Apr. 29

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according to the head of data and analysis at one large life assurance company (who will remain anonymous). His example of not using and sharing data across all teams in an organisation sent a shudder around the room and acted as a word of warning to everyone.   As a life assurance company, the only interaction you have with your customer is when a member of their family dies. They pick up the phone to the life assurance company and announce the death of a loved one. The customer service operator says: ?I?m sorry to hear that your husband has died, when did he take out the life assurance policy?
Instapaper: Monday, Apr. 29 - Instapaper - Your Highlight Location 635-640 | Added on Friday, 3 May 13 16:13:20
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As a life assurance company, the only interaction you have with your customer is when a member of their family dies. They pick up the phone to the life assurance company and announce the death of a loved one. The customer service operator says: ?I?m sorry to hear that your husband has died, when did he take out the life assurance policy?
Instapaper: Monday, Apr. 29 - Instapaper - Your Highlight Location 637-640 | Added on Friday, 3 May 13 16:13:05
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Highly targeted emails were sent to members recommending caravan/camping sites within a one to two hour radius of their home. Once a customer had booked their holiday ? personal ?what to expect when you get there? emails were sent with pictures of the site and an information pack on fun things to do in the area. This created a 29% reduction in no-shows at the campsite. 
Instapaper: Monday, Apr. 29 - Instapaper - Your Highlight Location 631-634 | Added on Friday, 3 May 13 16:12:20
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The Caravan Club improved its member retention rates and reduced its marketing spend by 40% when it combined its digital and offline data into a single view.
Instapaper: Monday, Apr. 29 - Instapaper - Your Highlight Location 629-630 | Added on Friday, 3 May 13 16:12:02
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Boards want to see ROI. To demonstrate this marketers need to take 10% from each of their existing segments. Implement a new CRM system. Manage and track the improvements. Take the evidence to the top. Most boards know the way to go, they just need the justification.
Instapaper: Monday, Apr. 29 - Instapaper - Your Highlight Location 626-628 | Added on Friday, 3 May 13 16:11:28
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A company?s culture, from the boardroom down, was seen as another major obstacle in implementing an effective CRM system. Making the necessary changes is often seen as costly and a logistical nightmare that no one wants to touch.
Instapaper: Monday, Apr. 29 - Instapaper - Your Highlight Location 624-626 | Added on Friday, 3 May 13 16:11:05
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bringing all the data touch points together into a single view is one of the many challenges that big companies face. 
Instapaper: Monday, Apr. 29 - Instapaper - Your Highlight Location 620-621 | Added on Friday, 3 May 13 16:09:10
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Tracking consumers once they?ve left you Data created by mobile payment from the digital wallet and passbook technology allows you to track the consumer once they?ve left your site (this can give you insight into their behaviour & preferences outside your arena).
Instapaper: Monday, Apr. 29 - Instapaper - Your Highlight Location 617-619 | Added on Friday, 3 May 13 16:08:43
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Greater opportunity for personalisation By tracking offline and online activity organisations can personalise content to offer the greatest reward to the customer.
Instapaper: Monday, Apr. 29 - Instapaper - Your Highlight Location 616-617 | Added on Friday, 3 May 13 16:08:08
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Agile customer service Companies that have embraced, and not shied away from social media, now respond to conversations with customers instantly. This demonstrates agile customer service.
Instapaper: Monday, Apr. 29 - Instapaper - Your Highlight Location 615-616 | Added on Friday, 3 May 13 16:07:50
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Increasing real-time relevance Using mobile as a channel to collect and harness data has allowed companies to create specific, targeted and personalised offerings ? such as ecoupons triggered by geodata.
Instapaper: Monday, Apr. 29 - Instapaper - Your Highlight Location 613-614 | Added on Friday, 3 May 13 16:07:33
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1-2-1 conversations Data drawn from Facebook, email and other social media channels means large multinationals now have an opportunity to have a 1-2-1 conversation with their customers.
Instapaper: Monday, Apr. 29 - Instapaper - Your Highlight Location 611-613 | Added on Friday, 3 May 13 16:07:28
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No duplication Businesses that have integrated all touchpoints into a single view CRM system are outperforming those that aren?t because they don?t duplicate messages.
Instapaper: Monday, Apr. 29 - Instapaper - Your Highlight Location 610-611 | Added on Friday, 3 May 13 16:07:19
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The benefits of joining up digital, mobile, social and offline CRM data:
Instapaper: Monday, Apr. 29 - Instapaper - Your Highlight Location 609-610 | Added on Friday, 3 May 13 16:07:09
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It?s all about talking to customer in relevant way, at the right time, on the right channel and adding value to the customer?s life. Combining the digital alongside offline data has enabled companies such as Pizza Hut and Domino?s, to identify individuals rather than just households. This, as well as harnessing Facebook and mobile data, means companies can target and create specific, timely offerings to maximise conversions.
Instapaper: Monday, Apr. 29 - Instapaper - Your Highlight Location 606-609 | Added on Friday, 3 May 13 16:07:03
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It?s all about talking to customer in relevant way, at the right time, on the right channel and adding value to the customer?s life. Combining
Instapaper: Monday, Apr. 29 - Instapaper - Your Highlight Location 606-607 | Added on Friday, 3 May 13 16:06:49
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Names such as Domino?s Pizza, Starbucks and first direct were obvious brands to cite that have cracked the customer service game thanks to their combined approach. The John Lewis Partnership was heralded as delivering best practice in joining up online and offline data to deliver value-added customer service.
Instapaper: Monday, Apr. 29 - Instapaper - Your Highlight Location 603-605 | Added on Friday, 3 May 13 15:58:22
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recognised that CRM systems that combined digital, mobile and social data alongside traditional touch-points were outstripping those that didn?t.
Instapaper: Monday, Apr. 29 - Instapaper - Your Highlight Location 602-603 | Added on Friday, 3 May 13 15:58:01
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I don?t have a particular routine, but what I do is look to feel the flow of each day from the onset. By ?flow of the day,? I mean to say the rhythm and pace of what that particular day feel like; it?s kind of a yogi mindset. You take your priorities, obligations and wants into consideration first and then your personal needs ? going to yoga, eating well, connecting with friends and family and clients. I like to piece my day together like that.
Instapaper: Monday, Apr. 29 - Instapaper - Your Highlight Location 567-571 | Added on Friday, 3 May 13 13:24:03
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Also self-awareness plays an important role. Knowing ? to a certain degree ? your weaknesses and working around them is key to ensure a certain degree of discipline.
Instapaper: Monday, Apr. 29 - Instapaper - Your Highlight Location 541-542 | Added on Friday, 3 May 13 13:07:40
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