Wymbs Marketing Blog » evilryun

Ryun Keul Lee’s Blog 2008-12-22 01:22:46

evilryun — Mon, 22 Dec 2008 01:22:46 +0000

Practitioners of CRM are often heard to say that “CRM is a journey, not a destination.” The process of learning about the customer is never ending; so are the marketing activities that make use of customer knowledge. In addition, there will undoubtedly be more technologies to add to the menu of CRM program program options. Not only is CRM one of the most important aspects of contemporary marketing, it is also one of the most challenging. The discipline of relationship marketing focuses on customer retention and the reactivation of lapsed customers on the premise that it is less expensive to maintain existing customers than it is to acquire new ones. True CRM is based on the three disciplines of sales force automation, marketing, and customer service. However, the term, along with e-CRM, is universally used to describe relational marketing in B2C as well as B2B markets. Specific CRM techniques range from segmentation approaches to highly personalized one-to-one programs. Different approaches may be appropriate for different businesses because of the nature of their products and target segments. Whichever specific approach is used, it is important to remember the value of building trust over time and of respecting the privacy of the customer. Opt-in permission marketing techniques are essential elements of relational marketing process. To implement CRM programs on the Web, a substantial amount of customer knowledge is necessary. This knowledge is embedded in profiles of individual customers or visitors to the Web site. Profiling is done either anonymously or for identified customers. Although anonymous profiling has obvious relevance in the early stages of a potential customer relationship, it also has important privacy implications that should not be overlooked by the marketer. One way to avoid privacy issues is to develop value-added programs, such as frequent customer reward plans, that deepen relationships over time and lead to willing revelation of additional information on the part of loyal customers. Identified profiles can be developed when the visitor or customer provide personal information, usually through registration on a site or making a purchase from it. Marketers have a menu of options in terms of the channels they will use and the technologies they will implement. The CRM vision is to integrate the chosen channels and technologies in such a way that the customer can make contact whenever he pleases, through whatever channel he prefers at that particular time (the customer touch point), and receive the information or service he desires without delay, errors, or being transferred from one enterprise agent to another. This is the “seamless customer experience.” It represents both the opportunity and the challenging facing CRM programs of all types.

last day of class

evilryun — Mon, 15 Dec 2008 23:24:54 +0000

We had talked about Google Analytics. I had no idea it has been provided for free.

We also talked about basic metrics: site traffic, hits, impressions, page views, campaign measure, email programs, products/ offers, search effectiveness, site audience visitors, unique visitors, identified visitors, unduplicated. In addition, he also wanted to hear our opinions for his teaching methodologies. Thanks to the professor and our group members.

Ryun Keul Lee’s Blog 2008-12-10 04:11:59

evilryun — Wed, 10 Dec 2008 04:11:59 +0000

we had talked about how we delclare our major and what we need to know graduate. Also, we looked at the example of CNN.com. The business objecitve is Reach, Dwell Time, Ad Revenue.

Brand Objectives: From:undifferentiated, Expensive To: Simple, Accessible, Recognizable, Enjoyable

We also talked about how we imrpove Baruch website so that the stidents will be more interested, and we compared CNN.com website and Baruch homepage. You could do Live Video integration, active user participation, and sponsorship opportunities such as post up your ad on CNN.com

Netflix article (product)

evilryun — Fri, 05 Dec 2008 05:37:32 +0000

This article is about Tivo and Netflix announced they would be joining forces to deliver movies and other video from the mail-order rental company directly to TiVo boxes back in 2004. Both companies have been moving aggressively to add more value to their services. Netflix now has struck deals with Micorsoft, Sony, Samsung, LG and Roku to deliver movies and TV shows through televisions, see-top boxes and game consoles.

http://economictimes.indiatimes.com/Features/Brand_Equity_/The_Netflix_effect_Pioneer_of_home_rental_business/rssarticleshow/3304064.cms

I know Netflix has been doing very good job with their business management and one of the aggresive company in the market, but here goes to the questions.

How safe is Netflix with personal information?

IS Netflix worth the money, or is there a better alternative?

If you are a Netflix customer, do you think Netflix is the reason so many video stores are closing?

What percentage of post office revenue is from Netflix mailings?

Customer Service

evilryun — Mon, 01 Dec 2008 22:23:08 +0000

We have discussed the role of customer service. Is cutomer service really need for every company? I am pretty sure that each person has a different experience with customer service. You might be helped by them very kindly or you have experienced with arguing with them. Having 1-800 toll free number for company is costly disadvantaged because the company has to pay for every call from every customers. However, there are solutions to not to cost much for company such as they could do outsoucing in India or China, and activating Live chat service. In addition, the company could put FAQ on their website which people have asked most often. We also talked about tracking service by online or phone. It is kind of controversial whether tracking by online or phone is easier or simpler.

What is a brand?

evilryun — Sun, 23 Nov 2008 22:22:14 +0000

According to the American Marketing Association, a brand is a “name, term, sign, symbol, or design, or a combination of them intended to identify the goods and services of one seller or group of sellers and to differrentiate them from those of the competition”.

One simple way of distinguishing them used to be whether they are offline or online.

More and more cross-overs is blurring the line.

Example include Yahoo, Egghead.com, Wingspanbank, Schwab, Ragu.

What is Commuity?

evilryun — Sun, 16 Nov 2008 03:44:10 +0000

A set of interwoven relationships built upon shared interests, which satisfies memeber’s needs otherwise un attinable individually.

Exhibit 10.1: community Criteria

People criteria, process criteria, culture criteria, technology criteria.

Exhibit 10.13 Ebay’s Community

Hello world!

evilryun — Tue, 14 Oct 2008 22:23:28 +0000

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