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Ready to revolutionize your understanding of Customer Relationship Management? Join us as we welcome Markus, a true pioneer in the CRM realm with nearly two decades of expertise. He shares his transformative journey from orchestrating loyalty programs to crafting a state-of-the-art customer data platform. Discover why CRM was once underestimated in newer businesses, and how Markus endeavors to democratize CRM tools, making them robust yet accessible for marketers everywhere.
Learn the intricate dance with Customer Lifetime Value (CLV) as we explore its multifaceted challenges. From B2B complexities to the pressing need for precise predictive analytics, we dissect the nuances that make CLV a critical yet often misunderstood metric. Markus brings clarity to the often murky waters of CLV, highlighting why a tailored approach, grounded in solid data, is essential for predicting future customer actions and achieving long-term success.
Balancing immediate sales targets with nurturing lasting customer relationships presents its own set of challenges. We take a closer look at how AI can be a game-changer for CRM, while also addressing the hurdles of fragmented data systems and the evolving regulatory landscape post-GDPR. Markus offers insights into how businesses can optimize customer journeys through strategic data management, ensuring that AI and CRM integration isn't just a possibility, but a powerful reality.Support the show
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Discover how the travel industry is being reshaped by the innovative business model of numa, as we chat with CRM expert Tim, who brings his 15 years of expertise to the table. If you've ever wondered how to blend the comfort of traditional hotels with the flexibility of Airbnb, numa's concept of "serviced apart hotels" might just be the answer. This episode highlights the streamlined travel experiences offered by numa, like contactless check-ins and the removal of superfluous amenities, all while keeping guests conveniently close to city hotspots. Tim also shares how numa uses engaging content to tap into the emotional journey of travel, inspiring potential guests to embrace the unique lodging experience they offer.
But that's not all—our discussion extends into the realm of loyalty and customer engagement, focusing on mastering CRM systems. We explore the potential of platforms for managing loyalty programs in industries with low-frequency interactions, such as travel and cinema. From crafting valuable customer experiences to debating the dual role of CRM as both a brand and performance channel, this episode promises to equip you with insightful strategies for fostering customer loyalty and meaningful engagement. Listen to uncover how brands can maintain quality customer relationships, even when it doesn't directly boost the bottom line.Support the show
For more content, check out insidecrm.io.
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INSIDE CRM with Krzysztof Szymanski
In this episode, host Jessica Jantzen engages in a conversation with Krzysztof Szymanski, a seasoned CRM expert. Krzysztof shares his journey from advising multiple companies in CRM strategies to leading a team at GetYourGuide during the pandemic. He discusses the importance of understanding company-specific needs, leveraging team skills, and cautious tool transitions. The episode also delves into the advantages of the CRM tool, Braze, and how CRM teams can optimize product engagement and profitability, especially in unique situations like annual tax filing with TaxFix. Get ready to uncover valuable CRM insights that you can apply to your own strategies.
00:00 Welcome to INSIDE CRM!
00:52 Meet Krzysztof
01:42 Building CRM Teams and Overcoming Challenges
02:43 Transferring CRM Strategies Across Industries
05:48 People, Process, Platform: A Framework for CRM
07:23 Choosing the Right CRM Tool
08:57 The Future of CRM Tools
12:12 CRM for Seasonal Products: The TaxFix Case
13:37 Conclusion and Farewell
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INSIDE CRM with Alexander Seiler
In this episode, host Jessica Jantzen dives into CRM strategies and insights with Alex, the Co-Founder and VP Strategy Consulting of Sparkplant.io. They discuss the evolution of CRM roles, the importance of integrating different teams, and the challenges of keeping up with the fast-paced development of CRM tools. Alex shares his experiences transitioning from a corporate telco background to leading CRM in various startups and established companies. He also offers practical advice on building an effective CRM team, choosing the right tools, and the significance of continuous learning and adaptation in the industry.
00:00 Welcome to INSIDE CRM!
00:44 Meet Alex: From Beers to CRM Director
01:30 Alex's Career Journey
02:40 The Ideal CRM Organisation
05:07 CRM Tooling Landscape Evolution
12:23 Aligning CRM Teams with KPIs
14:11 The Role of CDPs in Modern CRM
15:50 Final Thoughts and Recommendations
17:33 Closing RemarksSupport the show
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INSIDE CRM with Elsa Dez
In this episode, Elsa shares her journey and extensive experience in Customer Relationship Management (CRM). She speaks about her role at Kleinanzeigen, a classifieds platform, where CRM is evolving from marketing to product. Elsa discusses how CRM supports various aspects of Kleinanzeigen's business, including B2C, C2C, and B2B sectors, and the importance of aligning CRM with other business functions for greater efficiency and impact. Key highlights include managing the transition of CRM from marketing to product, the importance of streamlined communication tools, and the approach to effective, non-intrusive customer engagement. Elsa also briefly touches on her personal inspirations, recommending 'Think Again' by Adam Grant for fostering a growth mindset.
00:00 Introduction and Background
01:21 Elsa's Journey in CRM
02:12 Kleinanzeigen's CRM Strategy
03:22 CRM's Role in the Organization
06:40 Streamlining Communication
09:45 Challenges and Solutions in CRM
13:42 Final Thoughts and RecommendationsSupport the show
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INSIDE CRM with Susanna Dunham
In this episode of the INSIDE CRM Podcast, your host Jessica Jantzen sits down with Susanna Dunham, a seasoned CRM expert with 13 years of experience and currently a leader of the Customer Value Management and Success Enablement Team at GoStudent, an ed-tech start-up. Tune in as they discuss Susanna's dynamic career journey which spans from HelloFresh to Estée Lauder, unraveling the crucial role CRM plays across varied companies and industries. Expanding on her successful CRM strategies and highlighting the value of experimentation, Susanna sheds light on how to effectively optimize team structure and nurture a culture of understanding around the essence of CRM in a business. Make sure not to miss this deep dive into the world of CRM.Support the show
For more content, check out insidecrm.io.
