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Kunnskapskilden – Internet Marketing Intelligence
Internet Marketing Intelligence
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Kunnskapskilden – Internet Marketing Intelligence
Internet Situational Analysis of 1to1 Marketing/CRM
Research Project: Internet Situational Analysis of 1to1 Marketing/CRM from Jan Vig at Griffith University , Australia 1999/2000
Content
Chapter 6 |
Competitors Analysis |
Chapter 6 Competitors Analyses6.1 General6.2 Competitors Information Sources6.2.1 Information supplied by the competitors, knowingly or unknowingly 6.2.2 Trade Sources 6.2.3 Published Sources 6.2.4 Other Sources of Information 6.3 Decision6.4 The Industry6.4.1 Overview through Hoovers 6.4.2 Internet & Intranet Software & Services Accrue Software, Inc. 6.4.3 Telemarketing, Call Centers & Other Direct Marketing – Companies mentioned 6.5 Providers of Customer Solution in Scandinavia6.5.1 Million Handshakes AS 6.5.2 StroedeRalton 6.6 Peppers & Rogers Group6.6.1 Search trough Search engines 6.6.2 Search on the Web site of Peppers and Rogers Group Inc. 6.6.3 Searching and spying for company information 6.6.4 Searching newsgroups or mailing lists 6.6.5 Testing how Rogers And Peppers group Web site is evaluated 6.7 One to One marketing keywords6.8 Search trough different search engines for different keywords6.9 Other Competitive Resources |
6.7 |
One to One Marketing Keywords |
Research Project: Internet Situational Analysis of 1to1 Marketing/CRM from Jan Vig at Griffith University , Australia 1999/2000
Keywords 1t01 Marketing |
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Adaptive marketing | Customer/information profiling | New competitive rules |
Added value for customers | Customer-focused organization | One customer at a tome |
Analyze profitability by customer | Customers’ positive interaction | One to one advertising and promotion |
Applications tools for customer care, salesforces, customer support, helpdesk, competition and customer intelligence | Customization | One to one interactive discussion communities |
Automated customer data tracking software | Customized web pages | One to one presentation, collaboration |
Automating business processes | Data mining tools | One to one push |
Best practices | Data warehouse | One to one web interactivity |
Buying behavior | Database driven sites | One to one web site personalization |
Call process | Database integration | One-to-one marketing |
Change management | Database marketing | One-to-one web marketing and services |
Client relations | Database marketing system | Online communication |
Community | Database technology | Online customer service |
Community-building technologies | Databases of customer information | Order status inquiries and interactive order processing |
Competitive intelligence | Data mining | Partnership |
Competitive analysis | Development of programs that promote customer loyalty and customer retention | Performance measurement |
Complaint management software | Dialog | Permission marketing |
Consumer intelligence system | Dialog marketing | Personal message |
Contact center market | Differentiate customer service | Personal response handling system |
Convenience | Differentiate customers | Personalized marketing |
Cross selling | Differentiated service | Personalized services |
Customer applications | Direct marketing | Portal surfing |
Customer acquisition | Electronic tracking software | Proactive database marketing systems |
Customer as an assets | Enterprise customer care | Project management |
Customer assist center | Evolution of customer care | Protecting privacy |
Customer base | Experience-based marketing | Quality assurance information |
Customer behavior | Field service information | Quality customer service |
Customer bill of rights | Focusing on customer needs | Re-engineering of processes that touch the customer(include marketing, sales acquisition, order entry, after-sales service, customer complaints/comments process |
Customer call/contact center | Gathering data | Relationship marketing |
Customer care | GroupWare tools | Relationship marketing experts |
Customer care information system | GroupWare tools | Response rate |
Customer care process | Help desk | Sales and customer-service related software systems |
Customer care/call center applications | Hotline support | Sales force automation |
Customer complaint management | IDEAS ‘97 | Segment level targeting |
Customer control | Identify customer | Segmentation |
Customer databases | Importance of customer | Service strategy |
Customer dialog | Incentive for customer | Share of customers |
Customer dissatisfaction factors | Information sharing | Software packages for tracking, logging, responding to customer complaints |
Customer focus | Information tools | Software solution(sales force automation tools, contact management software) |
Customer individually dialog | Innovation service excellence | Strategic account management |
Customer information retrieval systems | Integration multiple software systems | Strategic account management |
Customer involvement | Intelligent agents | Strategic customer |
Customer involvement | Interaction with customers | Strategic customer care |
Customer issues tracking | Interactive recommendation system | Strategic partnership |
Customer loyalty and retention | Interactive technology | Support technology |
Customer management practices | Interactive, web-enabled order entry system | Tailoring to customer need |
Customer needs | Internet applications | Target marketing |
Customer profile | Investment in customer relationship technology | Technical help desk |
Customer profile | Knowledge management | Technology and communicationConference callVoice mail/e-mailDatabases (discussion) |
Customer relationship management | Knowledge-based marketing | Technology customer care |
Customer relations | Law of repeat purchases | Telecommunication technology |
Customer research | Learning customer relationship | The call industry |
Customer retention | Learning relationship | The customer partnership |
Customer satisfaction | Link between technology and information investment | Track software |
Customer satisfaction index (CSI) | Loyalty marketing | Virtual selling |
Customer segmentation | Marketing on the internet | Virtual selling models |
Customer segmentation systems | Market and customer management(MCM) | Voice of the customer (VOC) |
Customer service | Mass marketing | Web interactivity (shockwave, flash, java, database forms, streaming, audio/video |
Customer total experience | Measuring customer satisfaction | Web site tracking/traffic analysis |
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