Customer Relationship Management

1

• Customer Relationship Management
• Walter Beard
• Management Information Systems CIS 3380-01 Fall
  2005

2
Overview

• What is Customer Relationship Management? (CRM)
• Who is iKiNEO?
• What is the Mission?
• What are some Strategies?
• Who is the Founder?
• Is there more about iKiNEO?
• Who are our customers?
• Who is Old Mutual Bank?
• How does Old Mutual Bank profit from using
  iKiNEO?
• References

3
Customer Relationship Management

• The use of information technology to create a
  cross-functional enterprise system that
  integrates and automates many of the
  customer-serving processes in sales, marketing,
  and customer services that interact with a
  companys customers.

4
Who is iKiNEO?

• Began in 2000 by Joshin Raghubur
• iKiNEO is a one-to-one relationship marketing and
  brand activation firm.
• They are also one of the leading next-generation
  consultancy that designs and manages positive
  brand experiences to meet specific goals for
  their clients.
• Recognized by the Corporate Research Foundation
  as one of South Africas Most Promising Companies
  for 2005

5
The Mission

• 1. Common sense in a world where common sense
  is not commonplace, we like to believe our work
  and our output is led by common sense. Expertise
  is not a substitute for common sense
• 2. Business Driven - we always start by looking
  at the business business issues and business
  drivers to ensure that any communication strategy
  addresses core business objectives
• 3. Relationship marketing - it is necessary to
  build real relationships with consumers and
  clients
• 4. Permission based marketing - consumers only
  derive value out of communication that they ask
  for and want.
• 5. Viral Marketing - let others do the work for
  your business, product, and brand. The most
  relevant marketing voice is that of a friend or
  an acquaintance, rather than the voice of a
  marketer.

6
Strategies

• The strategy elements that the iKineo undertakes
  on behalf of their clients
• Brand Activation
• Viral Marketing
• Guerrilla Marketing
• Project Management
• Data and Technology Management

7
Managing Director and Founder

• Says Joshin Raghubar "It's encouraging for
  iKineo to be recognised by the Corporate Research
  Foundation. We started the company in 2000 as
  pioneers in our industry in South Africa,
  realising that technology, innovation and common
  sense offered new opportunities to create value
  for clients and at the end of the day, to
  authentically and meaningfully connect with their
  customers.

8
Words from the CEO, Joshin Raghubur.

• We are made up of a group of young, dynmic
  technology and marketing specialist, who all have
  chosen the Mother City as our home, and who offer
  our clients the best match of strategy,
  technology creativity and execution.

• Customer delight is an important concern because
  it predicts loyalty, retention and whether our
  customers would recommend the us to others.

9
More About iKiNEO

• iKineo is framed by the belief that people today
  are only receptive to communication that is
  relevant, offers value, and that they want to
  receive. They develop and implement relationship
  marketing, brand activation and related
  communication initiatives.
• The clients get the best match of strategy,
  technology, creativity, and execution with iKineo.

10

• Currently iKiNEO is undertaking most of the CRM
  development and implementation work of brands
  like Jack Daniels, Southern Comfort, Famous
  Grouse and others.
• Recently iKiNEO is working with Old Mutual Bank
  on an internal and external communication
  strategy for the bank to allow them with a much
  more one-to-one relationship level.

11
A Few of Our Customers
12

• As part of the Old Mutual group, Old Mutual Bank
  offers so much more than mere banking products
  and services. Theyre extensive financial and
  investment expertise means that every product and
  service they offer has been designed with their
  customers financial planning needs in mind.

13

• Old Mutual Bank because it has been engaged to
  unpack the bank's value proposition in meaningful
  delivery and communication areas, and further
  deepen the relationship's with customers through
  value-added 1-to-1 communication.
• Old Mutual Bank has once again returned a 90
  service satisfaction rating and improved its
  overall service experience. The survey, conducted
  by Ask Africa found that "for the third
  consecutive year, Old Mutual Bank customers were
  significantly more satisfied with its service
  than that of any other banks of which they had
  experience, returning a 90 rating compared to
  85 for its nearest rival."

14
References

• http//bb.mcm.edu/courses/1/cis3380.01and02.051s/c
  ontent/_35063_1/Chapter08.pdf
• http//www.crm-ez.com/CrmCompanies\
• http//www.biz-community.com/Companies/196/33.html
  
• http//www.ikineo.com/
• http//www.oldmutual.co.za/ombank/

15
References Cont.

• Our Customers
• http//images.google.com/images?svnum10hlenlr
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• http//images.google.com/images?svnum10hlenlr
  qBolsvodkalogobtnGSearch
• http//images.google.com/images?svnum10hlenlr
  qtouchlinemedialogobtnGSearch
• http//images.google.com/images?svnum10hlenlr
  qluckystrikelogo
• http//images.google.com/images?svnum10hlenlr
  qdunhilllogo
• http//images.google.com/images?svnum10hlenlr
  qamstellogo
• http//images.google.com/images?svnum10hlenlr
  qjackdanielslogo
• http//images.google.com/images?svnum10hlenlr
  qvolkswagenlogo
• http//images.google.com/images?svnum10hlenlr
  qabsolutvodkalogo
• http//images.google.com/images?svnum10hlenlr
  qmoetandchandonlogo
• http//images.google.com/images?svnum10hlenlr
  qthefamousgrouselogo
• http//images.google.com/images?qsoutherncomfort
  logosvnum10hlenlrstart20saN