Why is Data the hottest topic these days? What does it have to do with the CCE (Continuous Customer Experience)?

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STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph
Are we talking about Data?
Why?

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STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph
These are just the symptoms

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STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graphSTKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph
Change or Opportunity?
What came first,

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Book Keeping Excel BIDB ERP CRM
A long long time ago…

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CCE = Continuous Customer Experience

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A person’s life
Your brand’s part
in a person’s life

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A person’s life
Your brand’s part
in a person’s life
Your brand’s part in a person’s life

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The law of
Mutual Benefit
An interaction between
Two parties will yield
the greatest overall
value when the
perceived benefit of each
of the parties, from the
interaction, is maximal.

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YOAV &
The Relationship

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1. Revenue from purchase of device, or maybe
2. Profit from purchase of device, or maybe
3. Quarterly Revenue from client, or maybe
4. Quarterly Profit from client, or maybe
5. Yearly Revenue from client, or maybe
6. Yearly Profit from client, or maybe
7. Lifetime Revenue from client, or maybe
8. Lifetime Profit from client.

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1. My phone works excellent
2. I bought my phone for a price I perceive as fair
3. People say good things about Samsung phones
in general and about my model specifically.
4. Samsung is a Leading company
5. I can get service for my device easily
6. Every time I get service, it's a great experience (I
get a good answer, they solve my problem, they
are kind, they are professional...
YOAV

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Maximum Lifetime Value

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STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graphSTKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph
So make sure your CE is:
Excellent
Consistent
Precise
Timely
Stands out
In line
Simple Made
to fit Flexible
Fun

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STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graphSTKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph
How?
Data strategy is the first step!

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STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graphSTKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph
Map your customer’s life
Find where you fit in
Define the CCE as a continuum of data points
Break those down to parameters
Create a collection process for every parameter
Choose a tool that can handle all kinds of data
Have everyone working with the same data set

16. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph
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STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graphSTKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph
Map your customer’s life
Find where you fit in
Define the CCE as a continuum of data points
Break those down to parameters
Create a collection process for every parameter
Choose a tool that can handle all kinds of data
Have everyone working with the same data set

17. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph
17
STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graphSTKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph
Map your customer’s life
Find where you fit in
Define the CCE as a continuum of data points
Break those down to parameters
Create a collection process for every parameter
Choose a tool that can handle all kinds of data
Have everyone working with the same data set

18. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph
18
STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graphSTKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph
Map your customer’s life
Find where you fit in
Define the CCE as a continuum of data points
Break those down to parameters
Create a collection process for every parameter
Choose a tool that can handle all kinds of data
Have everyone working with the same data set

19. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph
19
STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graphSTKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph
Map your customer’s life
Find where you fit in
Define the CCE as a continuum of data points
Break those down to parameters
Create a collection process for every parameter
Choose a tool that can handle all kinds of data
Have everyone working with the same data set

20. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph
20
STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graphSTKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph
Map your customer’s life
Find where you fit in
Define the CCE as a continuum of data points
Break those down to parameters
Create a collection process for every parameter
Choose a tool that can handle all kinds of data
Have everyone working with the same data set

21. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph
21
STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graphSTKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph
Map your customer’s life
Find where you fit in
Define the CCE as a continuum of data points
Break those down to parameters
Create a collection process for every parameter
Choose a tool that can handle all kinds of data
Have everyone working with the same data set

22. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph
22
STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graphSTKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph
Map your customer’s life
Find where you fit in
Define the CCE as a continuum of data points
Break those down to parameters
Create a collection process for every parameter
Choose a tool that can handle all kinds of data
Have everyone working with the same data set

23. STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph
23
STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph
Are we talking about Data?
Why?

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Because now we can!

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STKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graphSTKI’s work Copyright@2016. Do not remove source or attribution from any slide, graph or portion of graph