"Mktg for a brand like Xerox is multi-faceted & is targeted at partners"

The audience is in segments, therefore, the mktg mix includes ATL, BTL, on-ground activation, channel support, PR & social, shares Vivek Chandel, Executive Director, Marketing, Xerox India

e4m by Priyanka Mehra
Published: Dec 2, 2013 9:27 AM  | 9 min read
"Mktg for a brand like Xerox is multi-faceted & is targeted at partners"

Vivek Chandel, Executive Director, Marketing, Xerox India talks to exchange4media about the company’s marketing strategy, reaching out to consumers, emerging consumer trends, and challenges in the Indian market.

Excerpts:

What is Xerox India’s current marketing strategy?
Xerox is today the world’s leading enterprise for business process and document management. Xerox stands for innovation, quality products and solutions, customer satisfaction and technology excellence.

Marketing for a brand like Xerox is multi-faceted and is targeted at partners, C-suite executives; particularly the CIO community as well as business decision-makers in SMBs. The audience is in segments, therefore, it is important to have the right marketing mix to aptly reach out to these audiences. And it is a combination of ATL, BTL, on-ground activation, channel support, PR and social that we use to drive our messages along with our value proposition to customers and partners.

At Xerox India, we have two distinct business lines - Technology & Channels (T&C) and Document Outsourcing Services where we focus on. Xerox also has another business unit - Xerox Services (formerly ACS) which is the BPO and ITO arm but currently they are focussed on serving clients that are based in US, Canada, Europe and Mexico.

Under the Technology & Channels portfolio, Xerox offers the widest range - from entry-level desktop devices to high-end production equipment while under the Document Services portfolio we offer world-class document management services for enterprises. As the audiences and our value proposition to them is different, we have to differentiate the way we connect with them.

We have a network of over 300 channel partners reaching out to top 200 cities selling Xerox products and solutions. For our channel partners, we want to be the partner of choice and to this effect we have launched a comprehensive channel programme consisting to twelve channel levers which equip and enable our partners to win in the market and grow. The 12 channel levers include a comprehensive channel value proposition, channel on-boarding process, business planning tools, training programmes, rewards and recognition programs, communication platforms and feedback programmes, etc., all designed to help the partners to plan and grow their business. 

Xerox works very closely with its partners, organising co-branded marketing activities and events with partners especially to reach out to customers going beyond Metros down to tier II and III cities. We host partner engagement programs like Xerox Partners League (XPL), an annual property and this has been extremely successful. At XPL, we recognise top performing partners for their outstanding contribution and commitment to brand Xerox. This year we had over 120 partners assembling at the XPL 2013 held in Kovalam.

Marketing of our services offering involves a much deeper engagement. We look at much more personalised and direct contact programmes, as well as events where we can share the value Xerox offerings brings to them and how it can transform the efficiency, profitability of their business while providing a competitive edge and improved customer experience. For this we use a multitude of initiatives like CXO events, account-based programmes, participation in symposiums/ workshops, analyst relationship building, etc. The whole purpose it to be able to communicate the value proposition from Xerox improve awareness and understanding of Xerox offerings and its transformational impact on their business that in turn can make the task of our sales and business development teams easier. For this, we have also created an annual property “Xerox CXO Dialogues” wherein we engage with industry leading CIO-CXO’s on one platform.

Furthermore we have leveraged the Media and public relations to showcase the value proposition that Xerox offers to its customers and stakeholders in India across our Product offerings, Document Management Services, IT and Business Process Outsourcing Services and Xerox Research Centre in India. To sum up, with an established industry leading product portfolio for office and graphics arts community, Document Management and rapidly growing services business Xerox is transforming itself into a Services-Led, Technology-Driven Company. The strategy is working well for us and this will lead us to the Xerox of the future.

How does the brand reach out to consumers?
Xerox being a B2B company, our focus is not on consumers but on our customers and our channel partners. For our customers we essentially try to take away their pain in handling their back-end operations like documentation management leaving them one less thing to worry about so that they can focus on their real business which is about getting new customers and growing their business. And while doing so we also deliver them higher efficiency, faster response times leading to better customer satisfaction, complete visibility of their documentation management costs, better productivity and efficiency which still delivering lower costs.

We believe that the partners are the face of the company to the customers and that they should have the knowledge of the entire Xerox portfolio. As a result of which there is a proper induction when a new partner joins us. We provide them with all the necessary training, inventories, etc. to make sure that the channel partners are satisfied and are able to deliver. They are our extended team and are the interface between Xerox solutions and our customers.

Today, one channel partner has the knowledge of the complete portfolio of Xerox offerings and goes to the consumer solving all their queries. Xerox has also appointed Partner Business Managers and each such manager has 3-4 channel partners under him and the PBMs are responsible for solving all the queries, problems and requirements of the respective channel partners. So Xerox reaches out to the end consumers completely through the channel partners. Today, the channel partners of Xerox don’t just sell boxes, but solutions. After sales service is also a major service that we provide through channel partners.

Can you share with us some emerging consumer trends?
Some of the emerging trends that Xerox foresees in the Indian market are customised printing, affordable printing solutions, optimized printing, document management services and 3D printing. 3D printing is a key consumer trend which is picking up due to its capacity to service various industries and verticals. It is used across industries like design, medicine and retail to name a few. It might take some time before it could be commercialised but then the speed of adoption and evolution could surprise us.

Also, in this age of digitisation, enterprises are shifting their focus into document management services and it is slowly but steadily gaining ground at the enterprise level. Further, there are a lot of new trends emerging in the document management space itself, few of them being mobility, security, integration and the option of storing data in the cloud. Through document management services, the consumers can today access data from anywhere making it mobile and integrating all information in the digital form. Such services are also very secure in nature prompting its adoption in a large scale.

Besides this, a noticeable trend would be consumer opting for one stop solutions i.e. one product doing most of their jobs rather than different set of printers for different jobs.
       
What are the challenges you face in the Indian market?
Firstly, B2B marketers have a tendency to fall behind that curtain of a more traditional, very formal marketing approach. We tend to take the philosophy that there’s a person who influences every business decision and we should be communicating with that individual. We try to make our communications more personalised, informal and engaging in order to make that connection on a personal level. At the heart of this quest for relevance has been defining exactly what it is that Xerox does, taking the peripheral but essential business processes out of the hands of clients so they can get on with what they do best - “real business”.

Secondly, we believe that our Services business has huge potential to grow! Educating the enterprises and making them realize the relevance of optimized document usage and its benefits have to take place. Document management is one of the most neglected parts in most organisations in spite of the crucial role it plays in enabling operations and its contribution to productivity and efficiency of the organisation. The reasons are evident – the ownership in split across functions, costs is not visible and impact on organisational efficiency and productivity not measured. By taking control of the end-to-end processes for each document, applying Six Sigma methodologies, processes and using market-leading solutions and services, we ensure that the entire lifecycle of documents is managed using appropriate technology in adherence to appropriate standards. What most enterprises do not realise is that the costs of having a fragmented, decentralised document strategy are staggering. It’s more than simply paying too much to create, manage and produce documents.

Thirdly, this year we are celebrating 75 years of Xerography worldwide and we have transformed much beyond photocopying. As the documentation industry evolved, we took a conscious decision to stop manufacturing of standalone photocopiers in India drive the digitisation of the documents. We have now evolved further to become the world’s leading enterprise for business process and document management. However, the halo effect still remains and some people continue to remember us due to the fond memories of the best in class copiers that we provided.

While it is gratifying that people continue to remember us for our products, we also have a task to make them aware of new Xerox and the services it offers. An immediate shift is mind-set is challenging but we are working towards educating the target audience about the gamut of solution and service offerings from Xerox. This is where all our brand building activities are focused on and we want to reach out as many CIOs and business decision-makers possible with the portfolio of solution and services.

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Social Beat wins SEO mandate of Tata CLiQ tag rss

The account was won after a multi-agency pitch

e4m by sunny saini
Published: Oct 23, 2023 5:51 PM  | 2 min read
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e4m e4m Social Beat has won the SEO mandate for Tata CLiQ, one of the fastest-growing omnichannel marketplace in India. Social Beat has been entrusted with optimizing existing content, as well as launching new, optimized category pages systematically on Tata CLiQ’s platform to scale monthly organic traffic by 2x over the next year. The account was won after a multi-agency pitch and will be serviced by Social Beat’s offices in Mumbai. 

Shishir Kataria, Director - Marketing, Tata CLiQ, “Shoppers, e-commerce or otherwise, continue to heavily rely on search and discovery throughout their shopping journey, be it engaging with the latest fashion trends or hunting for the best buys. No wonder a platform's ability to be a part of this journey organically drives significant consideration for it amongst potential shoppers. We, at Tata Cliq, are confident that Social Beat will help us develop and optimise content that is highly discoverable to grow our engagement and revenue. Our goal continues to be to drive more and more shoppers to our platform with optimised and curated products and relevant content.”  

Vikas Chawla, Co-Founder, Social Beat said, “We are thrilled to partner with Tata CLiQ in their growth journey. We aim to scale traffic to the Tata CLiQ platform manyfold over the next year. Our team of specialised SEO and Content strategists will be working closely to achieve this”

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Will OOH dazzle this festive season?

As the celebrations begin, experts tell us the trends and challenges for the OOH sector this season

e4m by sunny saini
Published: Oct 12, 2023 4:13 PM  | 3 min read
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Be it the flower-clad taxis in Mumbai for Made in Heaven Season 2 promotion or Zomato’s ‘kheer mangoge kheer denge’ billboards, India's OOH advertising sector has undergone substantial transformation and expansion in the recent years. Even though the medium was severely hit during the pandemic years, it has now managed to rebuild its status. Now, with the onset of the festive season, elections and the cricket world cup, OOH is expected to see more and more advertisers come on board.

Amarjeet Hudda, Chief Operating Officer, Laqshya Media Group, believes most of the clients spend a lot of money during the festive season, especially for Durga Puja, Dussehra and Diwali, targeting their customers in a festive mood. The categories that spend heavily during these months are Auto, Consumer Durables, Real Estate, Organised retail, and E-commerce. 

According to Dipankar Sanyal of Platinum Outdoor, there was a huge surge in the festive season last year, and he expects the same this year too. “Last four to five years have turbulent for outdoor. It was picking up in 2019, but then Covid came and everything went flat for two years,” he mentioned.

According to EY-FICCI’s M&E Report 2023, OOH media grew 86 percent in 2022 to Rs 37 billion. The value includes traditional, transit and digital media, but excludes untracked unorganised OOH media such as wall paintings, billboards, ambient media, storefronts, proxy advertising.

Sharing the brand’s perspective, Shivam Ranjan, Head of Marketing, Motorola-APAC, said, “We are going into this festive season with a strong mix of media, including OOH. Within OOH, we are focusing on digital OOH, due to its capability of programmatic serving, measurability, and near real-time insights that allow us to be agile with the communication and optimisation of our campaigns.” 

With urbanisation, improved infrastructure, rising consumerism and an increased spending power, clients' expectations from OOH advertising too have evolved. “The clients expect better ROI on every investment, best in class innovations, tech-led planning and execution. Today, technology plays an important role starting from planning the campaign, to measuring metrics to ROI,” Singh explained.

Another trend that Sanyal has observed is that traditionally advertisers looked at spending on OOH nearly two weeks prior to the festivities, but now, most advertisers have now started advertising a week earlier so that they can get maximum eyeballs. Additionally, the digital OOH advertising (DOOH) has also emerged big. The digital OOH screens increased to around 100,000 and contributed eight percent of total segment revenues.

“Now with digital, there is more space for advertisers to come in one frame. Because of this, you can see it is getting more attractive. The innovations too are coming in at a much lower cost and creating a greater impact,” shared Sanyal.

The only challenge with the medium, according to Ranjan, is OOH being a fragmented industry with lack of measurability and agility. This becomes a serious issue for ROI-centric brands. However, the growth of DOOH, which is dynamic, agile and measurable, is giving marketers the confidence to invest in the medium backed by relevant data and outcomes. 

Adding to this, Hudda highlighted that availability of good media spots is the biggest challenge in this season as media assets are limited and demand is very high. Due to the gap in the festive season, many clients are not able to fully optimise their campaigns. Rather sometimes, clients are even compelled to divert their budget which adversely impacts the industry, he shared.

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Banking on positive consumer sentiment: BFSI optimistic on doubling festive AdEx : Cache

Some categories within the sector, however, may spend more in the quarter that follows the festive season

e4m by sunny saini
Published: Oct 11, 2023 6:10 PM  | 5 min read
banking

The BFSI sector is expecting a surge in demand for loan during the festive season and is looking at increasing its ad spends to cash in on the celebration spirit. Industry leaders say they are hopeful of witnessing a good growth in the number of applications for auto loan, home loan, credit card and health insurance during October, November and December due to positive consumer sentiment this year. However, though most of the BFSI players are planning to double their advertising budget this time compared to the previous year, there are some who are not investing too heavily on marketing during the festivals as they plan to save the money for the fourth quarter.  

According to Shailendra Singh, MD & CEO, BOB Financial, they witness incremental growth every year during the October-December quarter, and they anticipate an increase in consumer spending as well as new enrolments for cards this year too. “There remains a surge in customer demand for credit during the festive season,” said Singh. 

Singh shared that the company is fully geared up for the launch of #FestiveShoppingRewards on all Bank of Baroda credit card variants under the theme ‘Reimagine Festivities’. They would kickstart festive offerings with the start of Navratri. 

The festive season does not just see the demand for credit go up, but there is an increase in applications for health and motor insurance too during this time of the year.

Aabhinna Suresh Khare, Chief Digital & Marketing Officer, BajajCapital Ltd, shared that among insurance products, health insurance and motor insurance reign supreme during festivals. According to Khare, the demand for mutual funds and SIPs too sees a hike.

“Overall, the festive season presents an opportune moment to secure insurance coverage. A plethora of attractive products and services are on offer, with financial institutions extending special discounts and promotions to entice new customers,” said Khare. 

The company launched #BlessMeGanesha campaign during Ganesh Chaturthi. “Our goal for this festive season is not only to provide financial solutions but also to create memorable experiences and deepen the connection with our customers,” said Khare. 

Though all major sectors spend heavily on advertising during the festive season, within the BFSI sector, some categories spend more in the quarter that follows the festive season.  

Explaining the trend, Samir Sethi, Head of Brand Marketing, Policybazaar.com, said that the festive season has varying impacts on the BFSI sector. In the banking sector, for instance, the demand for loans surges as many individuals purchase items and undertake home renovations. Conversely, in the insurance category, the festive season doesn't result in significant changes. Instead, the insurance industry experiences its peak season after the festive period, particularly during the fourth quarter of the financial year. 

“As the festive season approaches, there is a noticeable increase in car sales though, leading to a surge in the demand for motor insurance. Consequently, we see a significant uptick in the requests for motor insurance policies. During the festive period, there is an upswing in demand for various categories, such as electronics. However, in the insurance sector, this period doesn't significantly affect us, so we don't run specific campaigns targeting festivals. Nevertheless, we do roll out multiple campaigns throughout the year, and some of them may coincide with the festive season,” said Sethi. 

According to the TAM AdEx report on BFSI sector across media for H1, the advertising volume of the sector grew on TV, radio and digital, but declined in the print medium. The report indicated that ad impressions on digital saw 91% rise during Jan-Jun '23 over Jan-Jun’22. The increase was 32% for radio and 4% for TV. The ad space of the BFSI sector decreased by 7% in print. 

Speaking on media mix, Singh shared that BOB Financial has a good mix of customer segments belonging to Tier I, II and III.  So, understanding their needs and preferred form of media channels, the company will reach out to them through relevant media promotions. “For the easy discovery of our offers, we shall have a dedicated offers page with regular promotion of top offers on our social media and other digital channels,” said Singh. Without disclosing the figure, Singh shared that the company’s promotion budget has surely increased from last year and it will be visible through their multi-channel promotional activities.

According to the TAM report, in the BFSI sector, life insurance is the leading category on TV and radio whereas mutual funds is the top category on digital. 

Khare highlighted that in recent times, Bajaj Capital has observed a significant growth in audiences on online platforms and the changing preferences of their clientele. “This observation led us to recalibrate our marketing approach, placing a heightened emphasis on digital avenues,” said Khare. 

He further added, “Our promotional efforts are primarily digital-focused, accentuating areas like social media engagement, search engine outreach, content-driven marketing, and targeted online advertising. As we approach the festive season, we've fine-tuned our online approach. By harnessing the insights from data analytics, we aim to grasp our clients' needs and inclinations better, ensuring our content is both tailored and pertinent.”

Khare also mentioned that Baja Capital has doubled its advertising budget compared to the previous year. 

“This increase in our ad spend signifies our confidence in the opportunities this festive season presents. This impressive surge in our budget allocation underscores our dedication to maximizing the potential of this festive season and driving significant expansion within our business. We firmly believe that this increased investment in advertising will not only elevate our brand presence but also lead to an exceptional uptick in customer engagement and sales.” 

For Policybazaar.com, the media strategy primarily involves a blend of television and digital platforms, an approach that has remained consistent in recent years and is expected to continue in the foreseeable future.

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OMD appoints Dileep Raj Singh as Head of Digital for APAC

Singh will report to Charlotte Lee, CEO of OMD APAC

e4m by exchange4media Staff
Published: Aug 26, 2023 9:02 AM  | 3 min read
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OMD has added a Head of Digital (HOD) to its Asia Pacific (APAC) regional leadership team with the hiring of Dileep Raj Singh.

Singh is a digital native and brings with him a wealth of experience across product, media agency and client side in APAC, North America and the United Kingdom. His last 10 years have been spent building diverse digital marketing teams covering areas like performance marketing, digital media planning, ad/martech, product marketing, branding and measurement.

As HOD, he will accelerate OMD’s digital leadership agenda, rooted in helping clients address their business challenges and digital ambitions. He will be supporting OMD’s local teams in APAC on operational excellence, and digital transformation frameworks and roadmaps; and the development and implementation of our digital leadership agenda. He will also be working hand in hand with both our regional and global networks to initiate complementary workstreams for our clients in APAC.

“We will continue to invest and win in digital as part of our wider goal to be our clients’ most trusted business transformation partner,” said Charlotte Lee, CEO of OMD APAC.

“It is our global ambition to continue our leadership position in digital, data and technology. In line with this ambition, we are excited to have Singh come on board the OMD APAC leadership team. His background of agency, in-house and start-up experience position him perfectly to understand and address our clients’ business needs,” added Lee.

“Digital media and access to our audience, as we know it, is changing quite rapidly around us. This puts most of us in a delicate but remarkable position, a position from which we can shape and contribute to conversations about the next evolution of digital media. As we embark on this journey, I want to leverage the strength of the OMD network – people, technology, data, tools and platforms – to help our clients pivot and navigate through all the new and evolved possibilities in digital media. With this, I aim to position OMD as an unrivaled partner for our current and future clients; to dominate and succeed in this incredibly competitive and multifarious digital realm,” said Singh.

Singh will report to Lee, and work closely with the team including Chief Strategy Officer (CSO), David McCallen, and Chief Client Officer (CCO), Sadhan Mishra, to drive and support APAC local markets as well as regional clients on digital, data and technology needs.

Mishra was promoted to CCO of OMD APAC recently in June 2023. He will continue to be CEO of OMD Singapore, a position he was promoted into last August. Mishra has been with OMD for over 13 years and in his concurrent new role as CCO, he will focus on key client relationships, understanding their business needs and ensuring we remain a critical partner on their transformation journeys.

McCallen was elevated to the role of CSO of OMD APAC in April 2022, and was previously the CSO of OMD New Zealand for five years where he helped the agency to attain the top place in the market for new business, overall billings and award wins. Since starting in the APAC role, his focus has been on connecting and elevating strategic best practices across the region, building capabilities across a range of strategic outputs, and supporting new business growth both regionally and locally.

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e4m by exchange4media Staff
Published: Aug 25, 2023 1:39 PM  | 1 min read

Chandrayaan 3: Brands over the Moon

Some of the best moment marketing posts on India's crucial lunar mission

e4m by exchange4media Staff
Published: Aug 24, 2023 2:22 PM  | 1 min read
Chandrayaan

The nation is in a celebratory mood with its moon mission Chandrayaan 3 making its smooth landing on the lunar surface on the evening of August 23, 2023. The Pragyan rover is in pursuit of discovering water on the moon and is a vital feat for India's ambitious space research. 

To celebrate this momentous episode in Indian space research history, netizens have taken to the internet to express their excitement, hopes and fears for the nation's  lunar mission. Joining them are brands who have crafted creatives to mark the historic occasion and capture the emotions of the nation who have their eyes set on the moon. Here is our pick of some of the best Chandrayaan 3-moment marketing posts.

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BCCI rakes in Rs 4670 cr in Women's Premier League team auction: Jay Shah 26 Jan

WPL has broken the inaugural auction record of Men's IPL in 2008, tweeted Shah

e4m by sunny saini
Published: Jan 26, 2023 4:21 PM  | 2 min read
women ipl

As expected, Wednesday turned out to be another historic day in Indian women's cricket with BCCI having a windfall gain of Rs 4,600 crores by auctioning five team franchises for the first season, a higher sum compared to what men’s IPL franchises offered to the cricket body during the launch in 2008.  

 Adani, IndiaWin Sports, Royal Challengers, GSW- GMR cricket and Capri Global have won the bid,   BCCI secretary Jay Shah tweeted.

Shah shared in a series of tweets, “Today is a historic day in cricket as the bidding for teams of inaugural #WPL broke the records of the inaugural Men's IPL in 2008! Congratulations to the winners as we garnered Rs.4669.99 Cr in total bid.” 

“This marks the beginning of a revolution in women's cricket and paves the way for a transformative journey ahead not only for our women cricketers but for the entire sports fraternity. The #WPL would bring necessary reforms in women's cricket and would ensure an all-encompassing ecosystem that benefits each and every stakeholder.”

“The @BCCI has named the league - Women's Premier League (WPL). Let the journey begin…”

The country's top corporates had bid aggressively for the league. Over 16 groups including IPL franchise owners, Adani group, Torrent and Haldiram were believed to be in the fray. 

Given the popularity of IPL in India, the event is touted to be a big draw for all stakeholders involved. 

The BCCI was reportedly expecting ₹4,000 crore gain through team auction.

It’s noteworthy that Viacom18 has won the Women's IPL media rights for Rs 951 crore for the next five years creating euphoria around the league whose first season will be held in March.

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