Group 2 – EMBA SP Jain Singapore a.Anh b.Sindu c.Steve d.Trevor

 Strategic planning  Content  Channel  Database  CRM  Campaign

 Enhance the customer relationship by adopting the new Technology  Build the in house resource for the control and governance  Outsource the 3 rd party for specialized skills (eg. Advertising, IT..) and execution.  Systematic, incremental approach  Setting the right metrics  Measure and monitor

 Personalization to be relevant, timely and welcome  Interactive  Cross Channel  Customer-centric  Segmentation  Integrated- 360 degree on customer analytics  Automated operation

 Website  E mail  SEM  Affiliate marketing  Social Media (Blog, FB, Twitter,)  Online mobile & offline

 Log everything ( online and offline information)  Customer preference profile  Customer shopping pattern ( customer interaction history)  Customer contacts  Event detection

o Bespoke CRM software

 Sprinkler approach  Best of breed supplier  Internal approach