About Jim Novo
Contact with blog issues / questions: blog at jimnovo dot com
Jim Novo is an interactive customer retention, defection, and loyalty expert with nearly 25 years of experience generating exceptional returns on customer marketing program investments. The average 90-day ROI of Jim’s programs now stands at just over 70%, with many reaching ROI of over 400%. He authored the book, Drilling Down: Turning Customer Data into Profits with a Spreadsheet to teach managers how to increase sales while lowering marketing costs.
Jim is co-author of The Marketer’s Common Sense Guide to e-Metrics with Bryan Eisenberg and co-Chair of the Education Committee for the Web Analytics Association, serving as the Lead Instructor on the development of the WAA’s Award of Achievement in Web Analytics available online from the University of British Columbia.
His professional career has been focused on introducing Data-Driven marketing to new industries. In the 80’s, cable television was the target and his ground-breaking High ROI customer retention programs were widely adopted throughout the industry. In the 90’s, Jim revolutionized the TV Shopping business by focusing resources on the customer instead of the products. For the 00’s, the Internet lies squarely in Jim’s 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. As 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 LifeTime Value.
These lessons are proving valuable in understanding Internet activities, as 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, Verizon, IndyMac Bank 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.
For more background info, see this interview and podcast.