CRM blog archives
August 2009 (2)
September 2009 (1)
October 2009 (1)
November 2009 (4)
January 2010 (1)
July 2010 (1)
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Dr. Nicole Wieberneit
SENIOR CRM CONSULTANT
Dr. Nicole Wieberneit is a Senior CRM Consultant with CIBER New Zealand. She is a recognised expert in SAP CRM with a focus on Trade Promotions Management, Marketing and Campaign Management, Key Account/Sales Management and Loyalty Management. Her skill set also includes significant experience in Lead & Opportunity Management and the integration to Mobile Sales, Web Channel and ERP. Nicole has implemented SAP CRM across a number of industries, with a focus particularly on CP/FMCG Industries with specific knowledge within Beverages and the Retail sector. Prior to joining CIBER she was freelancing on the North American Market, working as an consultant within the SAP Group in Germany and as a research assistant at the University of Augsburg and HEC Montreal. She holds a PhD in economics and has more than 9 years of consulting experience including process design, implementation, project management and IT strategy consulting.
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Posts by this author
How to increase loyalty program participation?
Dr. Nicole Wieberneit, Senior CRM Consultant : 14 January 2010 / 4:05 PM : 1 
Increasing the participation in a loyalty program is like building a stable house that can be extended step by step in the future.
The foundation of every successful loyalty program is an attractive value proposition for the consumer and integrated loyalty analytics. It is more and more important for companies to have very special rewards, so called WOW!-Factors. These rewards shall not only encourage customers to stay engaged, but to spend more money more often just to reach the once-in-a-lifetime experience, premium merchandise or lifestyle-themed reward that appeal to a member dream. Further elements in successful reward designs are soft ben...
Posted in CRM on 14 January 2010
Tagged: Business Value CRM IT Strategy IT Value Multi-Channel Retail Social Networking
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What is the state-of-the-art of loyalty management in the retail sector?
Dr. Nicole Wieberneit, Senior CRM Consultant : 18 November 2009 / 9:30 AM : 0
The retail industry is one of the biggest loyalty players after the airline industry and financial services. The airline industry has the most sophisticated loyalty and customer strategies and technology support. Where do we see loyalty management within the retail industry?
First of all in the worldwide retail market environment we can find three different distinct loyalty models - Everyday low price (EDLP), classic loyalty models and hybrid models.
Within the EDLP model a retailer is relentlessly focusing on the lowest category prices. This leads to low customer service, low in-store experience and unimportance of customer relatio...
Posted in CRM on 18 November 2009
Tagged: CRM IT Strategy IT to Business Alignment IT Value Multi-Channel Retail
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Loyalty Management within the Retail Business
Dr. Nicole Wieberneit, Senior CRM Consultant : 04 November 2009 / 12:29 PM : 0
Nowadays nearly everyone has one or more loyalty cards in their pocket. Even in the current world wide recession consumer participation in loyalty programs has increased. Not only is the airline industry heavily depending on their loyalty programs, but also the retail business.
Loyalty management is seen differently between consumers and companies and even within experts. Several definitions can be found in the internet or in literature. In general companies are working under the assumption that a loyal customer is someone who is shopping more and more frequently in their shops. Consumers are thinking differently. For them someone is loyal if h...
Posted in CRM on 04 November 2009
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