Mike Hogan, CMO at GameStop, the largest global videogame and entertainment software retailer; and Carol Krol, Editor-In-Chief of Direct Marketing News, the independent authority for direct and digital marketers present best-in-class CRM strategies for your business. Carol presents key trends and statistics in loyalty/retention and CRM marketing during this insightful session. Attendees will learn how to use data to better profile customers and prospects, combine traditional tactics like direct mail with email newsletters and social media to engage loyalty program members and encourage them to interact with multiple retailer touchpoints, as well as learn to segment and reward multiple audiences.Gamestop’s VP of Marketing Strategy will walk through his own company’s experience as a case study of how to build a world-class CRM operation within your company. - How Gamestop went about building the basic infrastructure to get at the data itself in order to begin the process
- How Gamestop essentially moved from the world of ‘no data’ to a deluge of data, and how those processes were managed internally
- How they arrived at the data insights
- Looking at all the possibilities in terms of the stories the data told and then getting to the one or two things from a data standpoint that really mattered
- Figuring out first what was possible and then looking at what was truly actionable
- Partnering with vendors and people with complementary skill sets to put together the overall CRM strategy and find the road map to execute on the plan
- Choosing to get the message out through media and direct reponse channels, particularly through email and social media
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Carol Krol
Editor-in-Chief, Direct Marketing News
Carol Krol is editor-in-chief of Direct Marketing News, the independent authority for direct and digital marketers. Krol has covered direct and digital marketing for 15 years for a variety of business magazines, including Advertising Age and BtoB, and has written extensively on the topic of consumer and b-to-b direct marketing, advertising, marketing technology and digital media. She is old enough [read more]
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The websites can become the platform for international expansion. Given the tremendous growth opportunities available in the international market, understanding local nuances within different markets can help save valuable resources and ensure an ROI with your international program. Heads of Global walk through their overseas penetration stories, delving key issues such as goal-setting, fulfillment and shipping, legal issues, consumer tastes, localization and payments. - What drives success in the international space? What are the business implications to your product and operating margins?
- Building The Case Internally: What data is available to support making the case to expand internationally? How did you build the case internally?
- Fulfillment/Shipping: How have you structured your business to reduce shipping costs?
- Legal/Regulatory Framework: What potential legal issues do you need to be aware of?
- Consumer Tastes: What are consumer needs per market that impact your international expansion strategy?
- Localization and Marketing: What strategies have you used to increase awareness of your brand and products?
- Payments/Billing: What has been your preferred payment method strategy in specific regions?
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Annie Xu
General Manager Alibaba.com Americas, Alibaba.com
Annie Jie Xu is the General Manager of Alibaba.com Americas, responsible for the operation of the Americas office located in Santa Clara, California. Xu joined Alibaba.com Americas in 2000 and has been a leading force in its direction since day one. Xu manages a dedicated team of marketing and business development professionals as well as a product development division and customer care program. I [read more]
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Based in Redwood City, Jason heads up all aspects of Zazzle's global marketing, including the consumer, partner, acquisition and retention teams. He is an active member of the Zazzle executive management team and responsible for driving revenue for both US and international businesses. He has been with Zazzle since 2005 in a variety of key roles. Prior to Zazzle, Jason worked in the technology inv [read more]
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Stephen Archer
Director Web Products Mgmt Global eCommerce, Lenovo
Stephen Archer has been involved in eCommerce since joining IBM in 1996, where he launched their first online PC store. At Lenovo, he manages the development of eCommerce capabilities worldwide, Lenovo now has public eCommerce businesses in 12 countries worldwide, including recent expansions in France, Germany, Mexico, Colombia, and Brazil. For large enterprise customers, Lenovo's relationship web [read more]
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Timothy Coughlin
Vice President, Translations.com
Tim Coughlin holds responsibility for business development, marketing, and strategic partnerships for Translations.com. He joined Translations.com in 2000 as the director of corporate communications, bringing six years of marketing and communications experience to the company. Previously, he held senior account positions with leading marketing and public relations firms, including Edelman Public R [read more]
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The ROI discussion within social media is top of mind for retailers. As many companies are actively involved with social engagement programs, how many are seeing proper returns given their resource dedication? How can companies properly quantify a proper ROI for this emerging channel? As the opportunities continue to grow, the potential for profit growth seems to be exponential. Walk through tactics in this interactive panel session to maximize your investment in this channel, and ensure your investment generates an ROI for your business immediately. - What is working in terms of social applications?
- How do you measure them?
- What are some of the KPIs you are tracking that have been useful?
- How did you determine your KPIs? What are the ideal metrics or benchmarks for positive engagement rates?
- How can you optimize them?
- Where are they headed in the future?
- How can you get the most out of your social applications?
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Brandon Bunker
Sr Manager Web Analytics, Sony
As Senior Manager of Analytics at Sony Electronics, Brandon provides strategy, analysis and insight across multiple digital disciplines including online marketing, e-commerce, brand (content) sites, and social networking. Previous to Sony, Brandon was Senior Web Analyst at Nike. Brandon has held a variety of positions with the Department of Defense, including Web Analytics Team Leader and Web Anal [read more]
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Lisa Grimm
Digital Brand Manager, Mall of America
Social technologies and digital media exist to enhance what we've always done, but because of their real-time and dynamic nature, the need for expertise in vetting integration viability, building education programs and organization-wide implementation is paramount. This is what Lisa Grimm loves and this is what she does. Lisa has a strong back¬ground in the inter¬sec¬tion of public rela¬tions and [read more]
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Larry Freed
President and CEO, ForeSee
Larry Freed is President and CEO of ForeSee, a leading customer satisfaction management company with solutions based on the American Customer Satisfaction Index (ACSI). With nearly 20 years senior management experience, Mr. Freed has directed numerous e-commerce and technology initiatives. His background also includes 15 years of experience in the banking sector, holding senior level positions wit [read more]
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Resource and budget allocation are always top of mind for retailers, especially when faced with a myriad of technology options. Our group of technology offer solutions to challenges faced today given how rapidly technology changes, to ensure you stay ahead of the curve. - How are you segmenting your marketing budget dollars given the maturation of mobile adoption?
- What role do emerging technologies play in your organization?
- What growth expectations do you have for these technologies over the next 1-3 years?
- How are you allocating your budget around newer technologies?
- How are you allocating resources around these programs?
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Shari Rudolph
VP eCommerce, The Wet Seal
Shari Rudolph is the VP, E-commerce of The Wet Seal, Inc. where she leads a team responsible for the growth, development, and profitability of the company’s online strategy and operations for two divisions, Wet Seal and Arden B. In this role, she is also focused on mobile as an important emerging commerce channel and on social media as a valuable element of the overall sales and marketing mix. Pri [read more]
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Tim Elam
VP & CTO, Birthday Direct
Tim's expertise in SEO and website usability began in 1998 when he developed the University of North Alabama's Military Science Department website, which received more traffic than the rest of the University combined. Upon leaving active duty, Tim worked with several local retailers to develop their e-commerce platforms, which now generate more revenue than their physical stores. In 2005 Tim joine [read more]
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