1. PRESENTED BY:-
RAVI RAGHAVA
360 VIEW ON
E-COMMERCE
PORTAL

2. A Top US Airlines wanted to get 360
view of e commerce performance
with globally distributed online &
offline data source?

3. SEARCH
MARKETING
(SEO,PPC)
VIRAL MARKETING
(PROMPTED,PASS
ALONG)
ONLINE PR
(BLOGS)
OFFLINE
COMMUNICATIONS
(ADVERTISING,SALES
PROMOTION)
OFFLINE
COMMUNICATIONS
(DIRECT MAIL,WORD
OF MOUTH)
ONLINE
PARTNERSHIP
(SPONSORSHIP)
INTERACTIVE ADS
(DISPLAY ADS,RICH
MEDIA)
WEBSITES

4. CAPTURE CUSTOMER
INFORMATION
(NAME,EMAIL, PHONE
NO)
THROUGH
(WEBSITE,BUSINESS
CARDS,COMPETITOR)
BUILD CUSTOMER
TABLE
CAPTURE
DEMOGRAPHIC
INFORMATION
CREATE PERSONALISED
COMMUNICATION

5. CUSTOMER
ACQUISITION
CUSTOMER
RETENTION
& GROWTH
CUSTOMER
CONVERSION
MEASURES
&
OPTIMISE
>> SEM
>> Display
>> Email
>> Offline
>> Consumer
Generated
content
>> Customer service
Process
>>Segmentation &
targeting
>>Email
>>Cross-sell
>>Personalization
>> Usability
>>Accessibility
>>Promos &better
merchandising
>>Customer decision
support
>>Payment options
>>Web analytics
>>Site performance
monitoring
>>Market
intelligence
>>Online surveys
>>Usability testing
>>Customer insight
ATTRACTING HARVESTING CONVERTING ANALYSING

6. RETAIN
•SEO
•PPC
•VIRAL
•RSS
•FEEDBACK
•TRACKING
CODE
•SITE
DESIGN
•USER
FRIENDLY
•SECURITY
•CUSTOMER
SERVICE
•REFFERALS
•EMAIL

7. 1
• Integrate social media platforms with in-house CRM to develop
new insights, tailored offerings, 360-degree view of customers
2
• Serve the customer better by seamless cross-channel
integration of online, offline & mobile channels
3
• Offer subsidiary services, unbundled products and location
based services on mobile

8.  INCREASE IN CUSTOMER SATISFACTION
 MORE TRANSACTIONAL SECURITY TO CUSTOMER
 INCREASE IN TRAFFIC
 INCREASE IN ROI