Terminology Conversion Retention KPIs ROI NGR LTV CRM Social Analytical Operational Tactical Tool Unified Messaging Customer in the center Predictive / BI
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Transcript Terminology Conversion Retention KPIs ROI NGR LTV CRM Social Analytical Operational Tactical Tool Unified Messaging Customer in the center Predictive / BI
Terminology
Conversion
Retention
KPIs
ROI
NGR
LTV
CRM
Social
Analytical
Operational
Tactical Tool
Unified Messaging
Customer in the center
Predictive / BI
Real-Time Feedback (“One Glance”)
Enhanced Customer Management Tools
Convert Information -> Knowledge
CRM 1.0: Customer Management
CRM 2.0: “Tribes” Management
Follow the Influencers / “PROsumers”
Life-Time Value: The Next Generation
T&Cs
Welcome Offer
Big Winners’ Page
VIP Club
Promotions
Loyalty Scheme
Pareto
Personal
Segmentation
PR
Edge
Lifetime Value
Flexible
Challenging
Promotional Backbone
Wager / Deposits
NGR / Deposits
Bonus / NGR
Averages
“…company’s sales come from two groups: new
customers and repeat customers. One estimate
is that attracting a new customer can cost 5
times as much as pleasing an existing one. And
it might cost 16 times as much to bring the new
customer to the same level of profitability as
that of the lost customer. Customer retention is
thus more important than customer attraction.”
(Marketing Management by Philip Kotler)