Y O UR G R O WT H . O UR R E S P O N S I B I L I T Y€¦ · 2. e-shop visit & chat 3. Follow up...
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YOUR GROWTH. OUR RESPONSIBILITY. YOUR GROWTH. OUR RESPONSIBILITY. YOUR GROWTH. OUR RESPONSIBILITY.
Transcript of Y O UR G R O WT H . O UR R E S P O N S I B I L I T Y€¦ · 2. e-shop visit & chat 3. Follow up...
Y O U R G R O W T H . O U R R E S P O N S I B I L I T Y .Y O U R G R O W T H . O U R R E S P O N S I B I L I T Y .Y O U R G R O W T H . O U R R E S P O N S I B I L I T Y .
Y O U R G R O W T H . O U R R E S P O N S I B I L I T Y .
Customer journey mapping:
the path to growthIsidoros Sideridis
CEO, Pobuca
Y O U R G R O W T H . O U R R E S P O N S I B I L I T Y .Y O U R G R O W T H . O U R R E S P O N S I B I L I T Y .Y O U R G R O W T H . O U R R E S P O N S I B I L I T Y .
a l i t t le bit
of history
POBUCA is a scale-up CRM software house that for 19
years offers a broad range of turnkey solutions to
brands and retailers. The company’s services and
solutions are based on machine learning and AI
technology.
Y O U R G R O W T H . O U R R E S P O N S I B I L I T Y .
MicrosoftEmployees
100+Pobuca CRM
Suite
Revenue
4M
Facts & Figures
Cloud Transformation
Y O U R G R O W T H . O U R R E S P O N S I B I L I T Y .
Athens
LondonKrakow
Dubai
Patras
Buenos Aires
Headquarters: London
Operations & R&D: Athens
R&D: Patras (Greece)
Subsidiaries: Krakow, Buenos
Aires & Dubai
Global presence
Y O U R G R O W T H . O U R R E S P O N S I B I L I T Y .
CRM is the largest
software market with $48b and the
fastest growing with 16% YoY
Why CRM matters
Y O U R G R O W T H . O U R R E S P O N S I B I L I T Y .
Evolution in customer engagement
Y O U R G R O W T H . O U R R E S P O N S I B I L I T Y .
Customer touchpoints 67% of
customer journey
is digital
Y O U R G R O W T H . O U R R E S P O N S I B I L I T Y .
“Salespeople are the confirmation buyers need that they made the right purchase”.
Roles of marketing & sales
Y O U R G R O W T H . O U R R E S P O N S I B I L I T Y .
We are not all the same!(even if we look sometimes)
VS
Grew up in England Grew up in England
Married twice Married twice
Successful in Business Successful in Business
Born in 1948 Born in 1948
Spends his winter holidays in Alps Spends his winter holidays in Alps
Likes dogs Likes dogs
Customer X Customer Y
Y O U R G R O W T H . O U R R E S P O N S I B I L I T Y .
Demographic
(who they are)
Psychographic
(how they think)
Behavioral
(what they do)
Environment
(where they are)
• Age
• Income
• Marital status
• Education
• Family size
• Gender
• Geo Location
• Social circles
• Occupation
• Brand preferences
• Price sensitive
• Conservative/Liberal
• Environment friendly
• Hobbies
• Lifestyle
• Information sources
• Service preference
• Buy based on trends
• Spontaneous
• Influenced by peers
• Purchase history
• Where they shop
• Store preferences
• Internet usage
• Impulsiveness
• Country of residence
• Political climate
• Currency
• Payment methods
• Shipping & receiving
• Languages spoken
Profiling Customers - Criteria
Y O U R G R O W T H . O U R R E S P O N S I B I L I T Y .
Customer Journey
Y O U R G R O W T H . O U R R E S P O N S I B I L I T Y .
1. Online Campaign
2. e-shop visit & chat
3. Follow up campaign
4. Cart/Wishlist items
5. Location based
Notification
6. In-store purchase
7. Post-purchase
8. Friend Referral
Cosmetics company example
Customer Journey
Y O U R G R O W T H . O U R R E S P O N S I B I L I T Y .
Customer Journey mapping
Y O U R G R O W T H . O U R R E S P O N S I B I L I T Y .
