Building on Customer EngagementGeorge Scotti

Director, Channel Marketing & Account Development, Americas

Loyalty Expo 2011

March 20-22, 2011Hyatt Regency Grand Cypress, Orlando, FL

Springer Customer Engagement Programs 2

Springer

• Leading global scientific, technical & medical publisher,

delivering content via databases to corporate,

government and academic institutions.

•EUR 859 million.

•More than 5,000 employees around the world.

•Some 2,000 journals and more than 6,500 new book

titles every year in the STM sector; backlist of more than

70,000 titles.

Springer Customer Engagement Programs 3

Customer EngagementDecision Maker

LAB

Library Staff

Summit

Users

On Site Program

Springer Customer Engagement Programs 4

Springer’s Results

Springer Customer Engagement Programs 5

Case Study: US Academic LAB Meeting ROI

0 1 2 3 4 100

125

150

175

200

225

• Industry 2.5%

• Springer

4.5%

• Top Accounts 13%

• LAB Accounts 19%

Springer Customer Engagement Programs 6

Create Adopters

Summits &

References

Leverage Customers

Becky AlbitzMonica Metz-Wiseman

Warren Holder

Springer Customer Engagement Programs 7

Case Study: eBook Summit – New York

Prospects Leads Close

$1,335,000

$261,000 $210,000 $45,000

$1,248,000

$513,000

Accelerating the Sales Cycle

Before After

50 Qualified Attendees

Springer Customer Engagement Programs 8

Ratings on satisfaction with Springer’s products & services