About the Drilling
Jim Novo is an interactive customer retention, defection, and loyalty expert
with 25+ years of experience generating exceptional returns on customer marketing
program investments. The average ROI of Jim's programs now stands at just
over 70%, with several reaching ROI of over 400%. Jim is Managing Director of
Education for the Digital Analytics Association, creating the first college level courses focused on web analytics and the
DAA Certification Test program.
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His professional career has been focused on introducing Data-Driven marketing
to new industries. In the 80ís, cable television was the target and his
ground-breaking High ROI customer retention programs were widely adopted throughout the industry.
In the 90ís,
Jim revolutionized the TV Shopping business by focusing resources on the
customer instead of the products. For the 00ís, the Internet lies squarely in Jimís
sights. The innovative yet simple customer analysis techniques found in the Drilling Down
book put two decades of High ROI Customer Relationship Management experience in
the hands of today's interactive marketers.
At The Home Shopping Network, Jim Novo witnessed the entire business cycle of
a hyper-growth interactive retailer. After the land-grab customer acquisition
phase, he directed the critical transition to customer retention and credit
marketing activities across the television, catalog, and Internet divisions.
Vice President of Programming & Marketing during the slowdown to the mature
phase, Jim handled the integration of customer communications and marketing
across all the distribution channels, creating a "cradle-to-grave"
customer path from Television to Internet to Catalog, greatly extending customer
These lessons are proving valuable in understanding Internet
the consumer behavior is similar, though more exaggerated. Please consider
joining Radio Shack, Pfizer, Dell Computer, Ingram Industries Inc.,
Silver Dollar City, Inc., Future Now, SkiEurope, Booklocker, Ontain, SpeechWorks,
MBNA, Kobie Marketing, Barnes and Noble, Cellular One, SteelTorch Software, Retek Direct, CBS
Sportsline, Aerial, Home Shopping Network, Tupperware and a host of smaller
companies that have successfully Turned Customer Data into Profits.
Jim Novo is an MBA Graduate of Babson College, a school known
for a focus on entrepreneurial activity. He majored in Economics and
Psychology as an undergraduate at Dartmouth College.
Jim is currently working with software and marketing companies to improve
their products and practices in database marketing offline, on the Internet, and
in multi-channel environments. He'd be glad to teach
you and your staff how to use your customer data to improve profitability
and create high ROI customer focused marketing programs.
Can I help you?
Hello reader, Jim here. How'd you like the boilerplate
book jacket promo stuff? It's the only 3rd person writing on the site,
but I find it very awkward to write gushing stuff like that about myself.
So I used it. The way I figure it, you won't believe I'm good at what I do
talking to me first. So let's get down to business, shall we?
What exactly is it you do, Jim?
I can help you with many challenges you are facing involving customer data,
including but not limited to the following issues. I also speak at industry conferences
/ trade shows on the topics below.
Increasing the profitability or contribution of your web site to your overall business
Deciding which data is most important to the future profitability
of your business - solving the "drowning in data" problem.
Organizing a process for scoring and ranking your
customers by their future value, so marketing folks can track the true
profitability contribution of ads, products, offers, etc.
Developing marketing-oriented reports used to predict
and act on customer LifeCycles.
Implementing "early warning system" flags to
alert marketers to future customer value failure associated with ads or
Creating high ROI marketing programs that make money
now while consistently increasing the value of customers over time
Finding and fixing customer retention problems
Analyzing why current retention or customer value
development efforts are unprofitable
Developing customer value maximization and
retention rules for rules-based CRM engines
Previous / Future Speaking & Seminars
See the Marketing Productivity
If you'd like to discuss a topic or two with me one-on-one, let me know if you are going to be attending any of these events and I'll find the time to speak with you!
Contact: blog at jimnovo dot com
I prefer to teach clients a framework for evaluating and
addressing their customer marketing challenges rather than doing all the work
and keeping your "data secrets" to myself. This approach enables you to grow your own customer expert
resources internally, and allows me to help more clients.
Please click here for more info.