This deck will help you learn how 360-degree view of the customer can help you fetch high ROI from the webinar led by Dr. Vikram Venkateswaram, marketing leader and influencer. Interested in attending similar Webinar Live? Register Now at http://www.digitalvidya.com/webinars/

1. Taking A 360 Degree View Of The
Customer
Dr. Vikram Venkateswaran, Marketing leader & Digital Evangelist
30th September 2016

2. About Dr Vikram Venkateswaran
• Marketing leader
• Digital evangelist
• Founder , Healthcare in India, a social
movement for better health
• Manchester United Fan Boy
• The man of the house (literally)
• Delhi born, raised Tamil, working in
Bangalore

3. So,
why
are
you
here?

4. A small story about my move to Bangalore

5. Why is a 360 Degree view important ?
• Cross Sell
• Up Sell
• Context-specific offers
• Customer Delight

6. What is happening in the Industry
Customers expect CONTEXTUAL OFFERS delivered in an OMNI CHANNEL
ENVIRONMENT focused on VISUAL EXPERIENCE which requires INTEGRATING
HUMAN TOUCH POINTS WITH MACHINES

7. Leading to opportunities
Tobuild a
system that
has a 360
degree view
of the
customer
Tobreak
silos to
integrate
systems
Tointegrate
man and
machine
To
emphasize
on the visual
experience

8. So,
what
does
360
degree
view
look

9. Single view of the patient

10. Digital adoption by medical practitioners
70% connect
with other dental
professionals
39% use
social media for
marketing
60% use social
media to gain
awareness about
oral hygiene
50% use social
media for patient
education
Download the report at www.healthcare-in-india.net

11. Some Indian
examples

12. Much more than
an
identifier
Understanding
borrowers better
Providing the
right

13. Making customers
cosmetics savvy
Nurturing the
biking culture
Mapped to
customer life
events

14. How can you go about it?
• Look at business and its goals and
mission
• Based on this we need to figure
out if building this view is feasible
• Build a roadmap for the vision
• The look at technology

15. Next Steps
• Do a small pilot
• Take 10 key customers that you
might have
• Find out though meetings, Sales
Data, CRM data and Social media
more about them
• Build a 360 degree persona
• Use them in defining offers- For
example Golf clinics

16. In the intermediate term
• If the pilot is successful
• Build the vision based on
business imperatives
• Integrate technology
• Automate this persona building
process
• Keep integrating other areas like
blogs, notice boards etc

17. In the long term
• Build offers based on personas
and not segments
• Integrate Artificial Intelligence
capability to increase automation
• Focus on niches and divide every
mass market into niches