Web-based analytical CRM

First Rate’s Consulting Manager, Samuel Stadler, outlines the benefits of using web analytics to gain a better understanding of ROI from Customer Relationship Management and online marketing initiatives.

Presentation Outline:

• First Rate
  • Introduction
  • Our Marketing Expertise
• CRM in Context
  • Introduction
  • Media Consumption
  • What Users are Doing and Looking at Online (UK)
  • E-Commerce Headline Statistics
  • E-Commerce Trends (EU / UK / NZ)
  • Conversion Rates & Shopping cart drop-out
• Web-based CRM
  • Strategic Overview
  • Timpani Contact Centre
    • Chat
    • Email
    • Self-Service (Knowledge Base)
  • Reporting & Analytics
• Media Tracker
  • Purpose
  • Marketing ROI
  • Data-driven Marketing Strategy