Inbox is an consulting firm specialized in customers' marketing
: analysis of behaviors, design of relational action plans, reset
of loyalty program,
From the analysis of customers' data and their relationship
with the company, we build and develop tools to get a better
knowledge and understanding of their habits and then do influence
their relationship with the company
3.
Expert in Customer Relationship Management (CRM), we define our
work simply: understand data to design and create bespoke,
sustainable and effective solution.
Customer/Prospect datas are today a major asset of development
whatever activity is, under the condition of getting use of them
effectively in a fluctuating environment.
Our specificity relies on our capability to combine very
different marketing expertises, surveys & IT analytics, to get
them work and be meaningful together.
Enable you to translate your : Enable you to translate your :
Enable you to translate your : Database Management System of
Marketing Information Field Marketing plan Our expertises
4. Areas of competencies Channels Management Get along with,
audit & consult BtoB & BtoC 17/12/09
Audit of purchasing behavior
Audit of quality/reactivity DB on line
Audit of loyalty program
Audit of needs and existing systems
Segmentations
Profiles
Scoring (Churn, appealing, potential,)
Life time value
Reactivity to channels
Measuring elasticity of offer
Set-up of marketing information system
Improvement & development of DB
Design of needs roadbook & workbook
Coaching and follow-up of implementation
Transfer of competencies and training
Understand
Definition of loyalty program
Optimisation of sollicitation program
Customer relationship program deisgn
Optimisation of internal & external targetting
Test methodology and validation
Sales development (up selling, cross selling)
Identification of potentials
Data management
Tools of counting and extraction
Interactive customer platform
Online survey
Qualification of indiviual and household
Management of commercial pressure
Variety of channels interface
Animation & Relationship
Audit of sollicitations plan
Campaign simulation tool
Network optimisation
Scoring
Analysis of ffeedbacks
Activity follow-up
Measure of ROI
Commercial Performance
Online Reporting
Optimisation & Steering
5.
We are the Designers of the Customer Relation :
Data management : to manage a 360 customer vision
Knowledge : to understand the customer behavior
Animation : to influence the customer behavior
Relational Marketing : to interact with each customer
Optimisation : to maximize the Return on Investment
Activities steering : to deliver the relevant marketing
information
Consulting : to bring relevant & operational
recommendations
Training : to develop & increase your know-how
Animation Relation Optimization Steering Management Knowledge Data
Management Training Follow-up Consult The requirement of Customer
marketing under control.
6. The project BEHAVIOUR S INSIGHT S MONITORING CRM TOOLS
Customer Information S ystem 360
7. Relational strategy & A ction plan Our vision Post
factum Identif ication of current & future customers potential
s C.I.S CUSTO M ERS BEH A VIORS Ticket Manage effectively actions
plan Invest on t o customer potential s Loyalty program To enrich
knowledge of Customers Life
8. Our vision
Customer identifi cation
Visits frquency
Categories visited
Products purchased
Promotions/offers usage
C.I.S Customer Knowledge To maximize the margin To d evelop the
activity CUSTO M ERS BEH A VIORS Ticket Loyalty program
Relational A ction P lan :
Relational strategy,
Business Action Plan
Identif ication of current & future customers potential
s:
Profile
Typologies
Segmentation
Scores
To enrich knowledge of Customers Life actions
Targeted offers
Cross selling
Up selling
Actions impact
Usage rate
Image index
feedback
Increase of the in-store con sumption through:
Market share of necessary products
Purchases diversification
Manage effectively actions plan Invest on t o customer potential
s
9. Our approach
10. Our approach
Our approach consists in guiding you on the overall project
:
its definition in accordance with your strategy
its development through a bespoke CRM application
Its daily customer animation
We combine our marketing, analytics and computing expertise to
realize an adapted solution to your needs and to your project of
network growth
Below, the projects implementation steps :
Audit of your needs, taking into consideration your strategy &
the existing Review of your current relational pattern and plans
Definition of relational action plan to be implemented as well as
reporting tools designed upon your needs & user profiles
Development of online web application accessible from your website
& dedicated to your customers Ongoing data collection under
fully integrated Marketing Information System updated on daily
basis developed & hosted for you 1 2 3 4 5
11. Cycle of customer knowledge
Identification & qualification of available datas :
Descriptive datas (n a m e , sex, ad d ress, date of birth ,
)
Commercial datas ( purchased products , amount of purchase ,
date of purchase ,)
Declarative datas ( from questionnaries such as CSP, l eisure
,)
Marketing datas ( actions towards the customer, his reaction,
his requests, )
Segmentation & Scor ing :
Segmentation a ims at building groups of homogeneous customers
profiles in terms of purchase pattern, expectations,.. .
Scores aims at identifying on an individual basis the
aspirations, interests and potentials of the customers,.. .
Target & Individualise marketing campaign :
From the analysis of customers datas, you develop the means and
capabilities to define accurate and targeted communication tools
meeting with customers expectations.
12. Proximity, a strong barrier to consumers escape
One of the axis of differentiation vs other competitors relies
on the development of a great proximity with the customer and the
retail chain
The feelings of belonging and usage are very important factors
contributing to high loyatly to a product, a brand or a retail
chain.
This proximity is building a barrier to customers escape
bringing difficulty to the customers to escape from the
relationship and therefore tighten the relation towards greater
benefit for both customer and retailer.
It does contribute to a stronger identity for the new customers
and enable differentiation vs competitors.
13. To build a real individualized relationship with customers
This proximity is passing by the set-up of an individualized
relation with the consumers and customers.
To achieve so , it is necessary to:
Know and understand them
Communicate with them directly
Develop their interest to share information with us
Build a space meeting with brand equity and offering true
benefits to customers
Communicate on this space
This approach aims at creating the conditions of relation
configuration and defining the tools necessary to improve its
contents.
14. Customer information system Marketing Indicators Efficiency
& Success
Date
Channel
Proposal
Feedback
Qualifications
Segmentation
Typologies
Scores
Aggregates
Definition of the customer in terms of individual and qualification
(household, socio-demo, ) Collection of customers behaviors
Purchases (detailed tickets) Retrievement of customers
behaviors
15. Appendixes
16. Customer Knowledge Know-How & Credentials
Audit of activities: PostShop, Fleurance Nature, CanalPlay
Strategic Segmentations : Banque de la Runion, Credit Agricole,
Serap, ..
Field Segmentations : Credit agricole, Eurodif, Devred,
Cannelle Lingerie
Risks scoring : Crdit Lyonnais, Crdit Agricole, Banque de la
Runion,
Appealing scoring : Crdit Lyonnais, Hachette, Club des Crateurs
de Beaut, Canal +, Canal Sat, Ocor, Atol, MAAF,