How IoT Changes Customer Relationships
Tuesday, September 20, 2016
|12:00 PM - 1:00 PM||US Eastern|
|11:00 AM - 12:00 PM||US Central|
|10:00 AM - 11:00 AM||US Mountain|
|9:00 AM - 10:00 AM||US Pacific|
|4:00 PM - 5:00 PM||GMT|
CRM systems ushered in a new era that allowed sales, marketing, and customer service departments to track interactions with customers.
Now, with big data and the Internet of Things, marketers can go much further to measure every detail of the customer’s experience. Retailers can know how long customers were in the store, what they looked at and for how long, what they bought, and every detail about the customer and the product. Marketers can then use this data to engage and interact with customers in entirely new ways.
Companies such as Disney are already using sophisticated technologies to track theme park guests’ every movement, sending tailored messages, and making customized offers to each guest based on his or her specific location. And, as marketers change the experiences they offer, what customers expect and what they will accept are changing.
On September 20, in a live, interactive Harvard Business Review webinar, Ric Merrifield, author of the HBR article, “The Internet of Things Is Changing How We Manage Customer Relationships,” will share insights on the future of managing customer relationships. Merrifield has worked with companies such as Microsoft, Disney, and Starbucks, and will share how these companies and others are re-envisioning their customer relationships in the new era.
To learn how big data and the Internet of Things will fundamentally transform how companies manage customer relationships, join Ric Merrifield and HBR on September 20.
About the Speaker
Ric Merrifield helps organizations personalize customer experiences. Ric has worked for some of the biggest technology companies in the world including Microsoft and Accenture, as well as some of the top consumer brands, including Disney and Starbucks. Through that work, Merrifield has combined his knowledge of business and technology in a way that helps organizations decide how best to interact with their customers – increasingly with much more information about them than ever before. Merrifield’s work at Microsoft in business capabilities resulted in several patents and led to his first of four Harvard Business Review articles, as well as his award-winning book, Rethink, FT Press 2009. Using business capability models, Merrifield helps organizations align their strategies with specific ways to engage their customers – often giving customers greater control of their own experiences. At a time when customer data is transforming from what was often anonymous transaction level data – to highly personal experience-level information, Ric can often be found behind the scenes. Merrifield, who enjoys stand up paddle-boarding and catching Dungeness crab by hand, lives on Fox Island in Washington state with his wife Tracy and their three boys.