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Keynote Speaker

Keynote Speaker

Books

Implementing Enterprise 2.0

Developing Knowledge Based Client Relationships

Living Networks

In the media

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Business Model

AHT Group: Business Model Overview

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Selection of Ross Dawson Frameworks

Future of the CIO 2013 Trends Future of Work Scenario Planning in Action 2012: 12 Themes Crowdsourcing Landscape Version 2 Crowd Business Models Transformation of Government

Transformation of Business Success in a Connected World Map of the Decade Zeitgeist 2011 Newspaper Extinction Timeline iPad Media Strategy The NewsScape Media Revenue Models

Knowledge Based CRM Framework Social Media Strategy Influence Landscape Enterprise 2.0 Implementation Media Lifecycle Future of Media: Strategy Tools Key Elements of Media Business Models Trend Blend 2008

Web 2.0 Trend Blend 2007 Future of Media Framework

Knowledge Based CRM Framework

Knowledge-Based-CRM-Framework

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Objective
Increased profitability
Customer acquisition
Customer retention
Customer value migration
Cross-selling

Customer Communication
Relevant offers
Customized offers
Customer lifecycle offers
High-value information

Segmentation
Demographic profiling
Behavioral profiling
Implicit profiling
Cost to serve
Transactional profiling
Self-profiling
Customer lifetime value

Enablers
Clear responsibility for CRM
Consistent data acquisition
Integrated systems
Effective processes
Supporting culture and behaviors