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)