Infinity Buyerlytics System Multichannel Customer Care Solutions

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Infinity Buyerlytics System Multichannel Customer Care Solutions"

Transcription

1 Infinity Buyerlytics System Multichannel Customer Care Solutions

2 Where are you at today?

3 Are all your customer efforts metrics driven? Primary Drivers of Sales Campaign ROI: Return on Investment Factor Impact Customer service and customer care 71% Respond to customer needs in a timely fashion 45% Point of sale response time via multiple channels 42% To support customer self service 21% To improve efficiencies (margins, costs) 21% To increase revenues 20% To share information, educate 17%

4 Multichannel Capabilities Multichannel Best Practice #1: Customer Data is King! Building a database / data warehouse that includes customer preferences and history is a must. Multichannel Best Practice #2: Deliver a Personalized Customer Message: Customize content and delivery to individuals based upon highly targeted audience segments is key. We found that title, industry and company size were 3 key factors for creating differentiation. Multichannel Best Practice #3: Optimize Every Channel: Work every channel into the mix. We have found that an integrated mutichannel approach yields double the response rates. Conversion optimization i is a must.

5 A History of Evolution & Continuous Improvement The contact center industry was pioneered in America America, arising out of a need to centralize customer service operations operations. In today s information age, call centers have evolved into including outsourced functions such as customer service, IT support, sales and marketing, and includes both front office and backoffice operations. Today s best contact center s use sophisticated technology and business intelligence along with access to databases and online resources that most companies simply do not have access to nor can afford. The job of call center has always been difficult. Customers are more sophisticated today than ever before. They expect much from the companies from which they do business, including customer service. The call center has evolved into the customer care services market, aka contact center services, with notable and important changes as a result of the different ways companies and consumers are now communicating with one another. The traditional view of a customer care outsourcer is moving from a largely agent- and voice-based service to a strategic, multichannel, and sometimes transformational service. Newer capabilities address these changes with a flexible and agile value proposition, among other elements such as cost effectiveness. The changing interactions and evolving ecosystem are poised to change the traditional customer care provider's value proposition to one of a more strategic partner and to shake up the provider landscape.

6 Case Study Program Snapshot: The primary goal of this relationship is to develop a strategy for customer engagement containing an , live voice and a chat platform increasing overall conversion for their anticipated increase in customer traffic. Company Background & Situation Overview: Beyond the Rack is currently receiving 20,000-40,000 s and 3,000-4,000 chat sessions every month. Beyond the Rack provides a private online shopping medium for men and women wanting designer brands at up to a 70% discount. Sales are open exclusively to members at specific times and typically last about 48 hours. hours Members are notified by in advance of each upcoming sale. Program Metrics: Using an integrated, multi-channel approach: Commit to response times in less than 2 hours Engage and attract a different audience by offering chat and live voice component which will allow for: 20,000-40,000 s per month ,000 3, chat opportunities per month (with expected increase to 8 8, over the next three months) Up to 40% more effective conversion shopper to buyer Up to 23% increase in average order size Engage with an audience (approximately 10% of chat sessions) that have never engaged with Beyond the Rack before Decrease operational costs by 25% 90% first contact resolution All Allow ffor greater efficiencies ffi i i off acquisition i i i and d customer satisfaction i f i Lift the conversion rate to >5%

7 Getting Started Entering 2013 less than a third of enterprises say they have a sophisticated approach to investing marketing resources and engaging customers across multiple channels, but the majority expect to make investments in What are you doing to attract and retain more customers? Q: How do you acquire and retain more customers using multiple channels? Q: How do you connect Sales & Marketing and Customer Relations? Q: How do you achieve greater share of wallet and per customer spend with better sales ROI? Your Alternatives: Give the job to someone internally? Recruit a specialist? Outsource the Function Turn on Infinity

8 Getting Started Continued Stop talking about sales and manage revenues with Infinity. Buyerlytics is the application of buyer and customer analytics to deliver segmented and personalized sales and service. y Buyerlytics y y solution is a combination of its data warehouse,, multichannel revenue technology gy p platform,, business rules,, and Infinity s analytics. Buyerlytics is accomplished through the application of the following process components: + Database development into a data warehouse built around customer preferences in order to sell and service each customer based on their personal history and preferences. rules. + Coupled with segmentation analysis + predictive modeling creates predictive sales based on business rules Buyerlytics enables us to understand each individual customer to create personalized sales and service customer experiences.

9 Infinity Contact Capabilities Infinity was founded in 1996 to deliver integrated campaign solutions. In 2013, we continue to partner with some of America s best known brands to attract and retain customers for life. We take the lead starting with building a customer database and our mission is to get customers t and d keep k customers t for f you in i the th mostt efficient ffi i t means. Connect with Watch us in Learn about our Take a virtual www infinitycontact com/revenueleadershipsystem

Solving the Challenge of Lead Management Automation

Solving the Challenge of Lead Management Automation WHITE PAPER Solving the Challenge of Lead Management Automation How We Did It and What We Learned Table of Contents Background... 1 Business Challenges... 2 Adapting to Digital Marketing... 2 Developing

More information

Right Time Revenue Optimization

Right Time Revenue Optimization More Revenue, Faster Right Time Revenue Optimization More Revenue, Faster Summary: The Short List Here s our suggested short list from this paper: What is right time revenue optimization? It s marketing

More information

Accenture Business Intelligence for Fashion and Luxury. Creating a Differentiated Customer Experience for Long-term Brand Loyalty

Accenture Business Intelligence for Fashion and Luxury. Creating a Differentiated Customer Experience for Long-term Brand Loyalty Accenture Business Intelligence for Fashion and Luxury Creating a Differentiated Customer Experience for Long-term Brand Loyalty Fashion is inherently an ever-changing industry. Customer preferences fluctuate

More information

Multichannel Customer Care

Multichannel Customer Care Multichannel Customer Care The changing landscape in customer communication provides a unique opportunity to combine the assets of our outsource services division (call center and network) with our social

More information

2014-2015 Contact Center Workforce Management Market Report

2014-2015 Contact Center Workforce Management Market Report ABSTRACT 2014-2015 Contact Center Workforce Management Market Report DMG Consulting s seventh annual Contact Center Workforce Management Market Report provides the most comprehensive coverage of this technology

More information

Small Businesses Need Contact Centers to Deliver Great Service

Small Businesses Need Contact Centers to Deliver Great Service Small Businesses Need Contact Centers to Deliver Great Service March 2014 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Cloud-Based Contact Center Solutions are Ideal for Small Businesses...

More information

Enabling HR service delivery

Enabling HR service delivery Enabling HR service delivery Cloud HR 9 10 HR shared services and Outsourcing Global privacy and Security 11 12 Social media 10 HR Shared Services and Outsourcing Has your organization implemented service

More information

CRM as a Service. For Customers in the Cloud

CRM as a Service. For Customers in the Cloud CRM as a Service For Customers in the Cloud Customer Relationship Management Our mission: to help our customer identify, define, design and deliver the best CRM strategy, in terms of For our Customer with

More information

Getting Business Value from Customer Engagement. Chet Geschickter, Research Director Gartner Energy & Utilities Industries Research

Getting Business Value from Customer Engagement. Chet Geschickter, Research Director Gartner Energy & Utilities Industries Research Getting Business Value from Customer Engagement Chet Geschickter, Research Director Gartner Energy & Utilities Industries Research 1 How Gartner Delivers Value Gartner research helps clients review, develop,

More information

Postgraduate Diploma in Digital Marketing. Awarded by University of California Irvine Extension

Postgraduate Diploma in Digital Marketing. Awarded by University of California Irvine Extension Postgraduate Diploma in Digital Marketing Awarded by University of California Irvine Extension 2 Accelerate your Career Improve Your Career Options with a Professional Postgraduate Diploma University of

More information

WHO WE ARE VISION MISSION VALUE. www.thorassociates.com

WHO WE ARE VISION MISSION VALUE. www.thorassociates.com Results. ROI. Revenue. WHO WE ARE 2 VISION MISSION VALUE THOR identifies a product s Unique Selling Proposition and uses it to create brand differentiators. By integrating DRTV, Digital, Radio, Print,

More information

Solution Overview Channel Management in Utilities

Solution Overview Channel Management in Utilities Utilities Sector Solution Overview Channel Management in Utilities Better Results Market Influences and Challenges The utilties industry has faced dramatic change and numerous challenges in recent years

More information

PREDICTIVE INTELLIGENCE BENCHMARK REPORT

PREDICTIVE INTELLIGENCE BENCHMARK REPORT PREDICTIVE INTELLIGENCE BENCHMARK REPORT Metrics and Insights from 140+ Million Interactions Table of Contents Predictive Intelligence: Web 3 Predictive Intelligence: Email 7 Recommendations 11 About the

More information

Continuous Customer Dialogues

Continuous Customer Dialogues Continuous Customer Dialogues STRATEGIES FOR GROWTH AND LOYALTY IN MULTI-CHANNEL CUSTOMER-ORIENTED ORGANIZATIONS whitepaper TABLE OF CONTENTS: PAGE Overview...3 The Continuous Customer Dialogue Vision...4

More information

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience Using a Multichannel Strategy to Deliver an Exceptional Customer Experience 10 things to consider when building a multichannel strategy to improve the customer experience Jesús Hoyos CRM industry analyst,

More information

OMNI-CHANNEL MARKETING. Top 9 Questions

OMNI-CHANNEL MARKETING. Top 9 Questions OMNI-CHANNEL MARKETING Top 9 Questions TABLE OF CONTENTS 2 3 5 7 8 9 10 11 12 13 14 15 16 Table of Contents Introduction Top 9 Questions How does omni-channel differ from multi-channel marketing? Why is

More information

RESEARCH BRIEF (ebay Stores)

RESEARCH BRIEF (ebay Stores) RESEARCH BRIEF (ebay Stores) CALL FOR RESEARCH PARTICIPANTS Are you a large ebay Power Seller interested in growing your business? Would you like to become part of a new research group specifically designed

More information

Multi-channel Marketing

Multi-channel Marketing RIGHT TIME REVENUE OPTIMIZATION How To Get Started RIGHT TIME REVENUE OPTIMIZATION How To Get Started Summary: The Short List Here s our suggested short list from this paper: Multi-channel marketing is

More information

Optum TM Consumer Acquisition Platform. A Next-Generation Approach to Acquire, Retain and Engage Members.

Optum TM Consumer Acquisition Platform. A Next-Generation Approach to Acquire, Retain and Engage Members. Optum TM Consumer Acquisition Platform A Next-Generation Approach to Acquire, Retain and Engage Members. Challenge and opportunity have arrived at the same time for health plans. Millions of consumers

More information

Management Update: The Eight Building Blocks of CRM

Management Update: The Eight Building Blocks of CRM IGG-06252003-01 S. Nelson Article 25 June 2003 Management Update: The Eight Building Blocks of CRM Customer relationship management (CRM) represents the key business strategy that will determine successful

More information

Six Secrets to Simply Sell More Wine. Texas Wine & Grape Growers Association 2013 Annual Conference & Trade Show

Six Secrets to Simply Sell More Wine. Texas Wine & Grape Growers Association 2013 Annual Conference & Trade Show Six Secrets to Simply Sell More Wine Texas Wine & Grape Growers Association 2013 Annual Conference & Trade Show Case Study: WHY SELL MORE WINE? Facts Winery X was selling 3,000 cases per year, virtually

More information

WHITE PAPER. Digital transformation for insurers

WHITE PAPER. Digital transformation for insurers WHITE PAPER Digital transformation for insurers Introduction The insurance industry today is at a transformative stage, where it is witnessing an unrelenting march of digitization and a proliferation of

More information

VIEWABILITY ATA DSP ADEXCHANGE RTB. Cookie. Retargeting Look-alike IMPRESSION. Site Buys. SSP Behavioral targeting PROGRAMMATIC BUYING.

VIEWABILITY ATA DSP ADEXCHANGE RTB. Cookie. Retargeting Look-alike IMPRESSION. Site Buys. SSP Behavioral targeting PROGRAMMATIC BUYING. MP PROGRAMMATIC SSP Behavioral targeting Private Ad Exchange/Marketplace ATA Cookie FREQUENCY CAP Behavioral BUYING Targeting Retargeting Look-alike modeling DSP VIEWABILITY IMPRESSION ADEXCHANGE Site

More information

Growth of E-commerce in Fashion Businesses

Growth of E-commerce in Fashion Businesses Growth of E-commerce in Fashion Businesses By Amit Gugnani, Sr. VP - Fashion & Sakshi Chhillar, Associate Consultant, Textile and Apparel, Technopak THE INDIAN RETAIL INDUSTRY WITNESSED A BOLSTERED GROWTH

More information

Capitalizing on the power of big data for retail

Capitalizing on the power of big data for retail IBM Software Big Data Retail Capitalizing on the power of big data for retail Adopt new approaches to keep customers engaged, maintain a competitive edge and maximize profitability 2 Capitalizing on the

More information

Click here to visit EPIC's updated website featuring our three services: Outsourcing, Consulting and Managed Services > EPIC Connections.

Click here to visit EPIC's updated website featuring our three services: Outsourcing, Consulting and Managed Services > EPIC Connections. Welcome to This Month's Insights In this issue: Featured Articles: "Removing Language Barriers...Improving the Customer Experience", "Selecting the Right Phone Append Process","Leveraging Big Data to Improve

More information

Chapter 6. CRM in e-business. Customer Relationship Management chapter-6 CRM in E-Business

Chapter 6. CRM in e-business. Customer Relationship Management chapter-6 CRM in E-Business Chapter 6 CRM in e-business Objectives What is ecrm Different levels of ecrm Concept of mobile CRM Evaluation of ecrm Different between CRM and ecrm Need to adopt ecrm What is ECRM? Electronic CRM concerns

More information

Managed IT Services in. New circumstances demand new models. www.atosorigin.com

Managed IT Services in. New circumstances demand new models. www.atosorigin.com Managed IT Services in Telecommunications New circumstances demand new models www.atosorigin.com In June 2010, for the second consecutive year, Atos Origin was ranked the world s #1 provider of IT outsourcing

More information

Contents. 1. Why set up Goals? 3. 2. How to set up Goals 4. 3. Destination Goals 6. 4. Duration Goals 8. 5. Pages & Screen Goals 10. 6.

Contents. 1. Why set up Goals? 3. 2. How to set up Goals 4. 3. Destination Goals 6. 4. Duration Goals 8. 5. Pages & Screen Goals 10. 6. Contents 1. Why set up Goals? 3 2. How to set up Goals 4 3. Destination Goals 6 4. Duration Goals 8 5. Pages & Screen Goals 10 6. Event Goals 11 About ThoughtShift 12 2 1. Why set up Goals? Setting up

More information

SYLLABUS. B.B.A. V SEM Subject Customer Relationship Management

SYLLABUS. B.B.A. V SEM Subject Customer Relationship Management SYLLABUS B.B.A. V SEM Subject Customer Relationship Management UNIT I Introduction to CRM: Definition and concepts of CRM, Components of CRM, Understanding the goal of CRM and Customer Touch Points. UNIT

More information

Global Web and Mobile Analytics Market Mobile Emerges as a Stand-alone Segment; Predictive Analytics is the Secret Sauce for Monetization

Global Web and Mobile Analytics Market Mobile Emerges as a Stand-alone Segment; Predictive Analytics is the Secret Sauce for Monetization Global Web and Mobile Analytics Market Mobile Emerges as a Stand-alone Segment; Predictive Analytics is the Secret Sauce for Monetization August 2014 Contents Section Slide Number Executive Summary 5 Market

More information

Send hyper-personalized emails based on revolutionary predictive algorithms and increase email revenues by 30%.

Send hyper-personalized emails based on revolutionary predictive algorithms and increase email revenues by 30%. Send hyper-personalized emails based on revolutionary predictive algorithms and increase email revenues by 30%. Companies using both the Salesforce Marketing Cloud and predictive marketing from AgilOne,

More information

The Impact of Online Marketing in Automotive Retailing. Earl J. Hesterberg, President and CEO

The Impact of Online Marketing in Automotive Retailing. Earl J. Hesterberg, President and CEO The Impact of Online Marketing in Automotive Retailing Earl J. Hesterberg, President and CEO 1 Industry New Vehicle Sales Industry new vehicle sales 2 About Group 1 Automotive A Fortune 500 automotive

More information

Survey Says: Consumers Want Live Help

Survey Says: Consumers Want Live Help Session Abstracts Optimization Services Track Survey Says: Consumers Want Live Help October 22 nd, 11:00 am Eastern ATG recently surveyed more than 1,000 Internet users who research, apply for, and buy

More information

WWW.WIPRO.COM BUILDING A DIGITAL FUTURE FOR WIPRO CONSUMER GOODS. Digital Transformation

WWW.WIPRO.COM BUILDING A DIGITAL FUTURE FOR WIPRO CONSUMER GOODS. Digital Transformation WWW.WIPRO.COM BUILDING A DIGITAL FUTURE FOR CONSUMER GOODS Digital Transformation WIPRO CONSUMER GOODS DO BUSINESS BETTER CONSUMERS WANT MORE OF EVERYTHING: OPTIONS, INFORMATION, INTERACTION, ENGAGEMENT

More information

Elevate Customer Experience and Engagement in the New Digital World

Elevate Customer Experience and Engagement in the New Digital World Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,

More information

FINDING BIG PROFITS IN THE AGE OF BIG DATA

FINDING BIG PROFITS IN THE AGE OF BIG DATA FINDING BIG PROFITS IN THE AGE OF BIG DATA UNLOCKING THE ENTERPRISE POTENTIAL OF BEHAVIORAL SEGMENTATION Alex Tavera Senior Loyalty Consulting Manager Behavioral Segmentation / 2 SEGMENTATION HAS EVOLVED

More information

Hosted Contact Center Solutions

Hosted Contact Center Solutions Hosted Contact Center Solutions Setting the Record Straight Donna Fluss President & Founder DMG Consulting, LLC Table of Contents Summary... 3 Introduction... 4 Concern #1: Hosting is only for small contact

More information

Product Marketing Manager

Product Marketing Manager Product Marketing Manager We have an opening for a Dallas based Product Marketing Manager who will lead all product & market strategies designed to reach aggressive sales targets. Specific responsibilities

More information

Salmat Customer Engagement Solutions

Salmat Customer Engagement Solutions Salmat Customer Engagement Solutions The leader in multi-channel communication solutions 5.2 billion direct mail 130 17 million Lasoo visits 1 billion email million voice & automated interactions 168 million

More information

Driving Profits from Loyalty

Driving Profits from Loyalty Driving Profits from Loyalty Overview 1 P a g e 5 Steps to Driving Profit from Loyalty 1. Customer Portfolio Analysis This is the first step on the road to customer profitability where we can begin to

More information

Driving greater loyalty in Europe. What consumers want and where brands are failing to deliver

Driving greater loyalty in Europe. What consumers want and where brands are failing to deliver Driving greater loyalty in Europe What consumers want and where brands are failing to deliver Research commissioned with consumers in France, Germany and Switzerland Executive summary Fast-changing technology,

More information

Marketers & Social Media Monitoring Survey 2011

Marketers & Social Media Monitoring Survey 2011 Marketers & Social Media Monitoring Survey 2011 RSW/US & Web Liquid Survey Conducted May/June 2011 Version 1 27 July 2011 From: Web Liquid RSW/US 2368 Victory Parkway Suite 120 Cincinnati, OH 11201 45206

More information

The State of Digital Marketing for SMBs. While many small businesses already use digital marketing tools, there is still room for growth

The State of Digital Marketing for SMBs. While many small businesses already use digital marketing tools, there is still room for growth The State of Digital Marketing for SMBs While many small businesses already use digital marketing tools, there is still room for growth 1. Introduction: Poised for Growth When something works well in the

More information

The Case for Commercial Data The Time to Act is Now

The Case for Commercial Data The Time to Act is Now Today, we have access to a vast amount of customer data that can be used to power sales and marketing efforts. That may not be the case tomorrow. behind. Currently, regulations for customer data are looser

More information

GENERATE REVENUES WITH AN EFFECTIVE PARTS WHOLESALE STRATEGY.

GENERATE REVENUES WITH AN EFFECTIVE PARTS WHOLESALE STRATEGY. GENERATE REVENUES WITH AN EFFECTIVE PARTS WHOLESALE STRATEGY. fueled by challenge. powering success. sm 1,500 dealer programs in 27 markets Parts wholesale has the potential to significantly contribute

More information

RIGHTNOW CLOUD SERVICE SERVE YOUR CUSTOMERS ANYWHERE MULTI-CHANNEL SERVICE

RIGHTNOW CLOUD SERVICE SERVE YOUR CUSTOMERS ANYWHERE MULTI-CHANNEL SERVICE RIGHTNOW CLOUD SERVICE SERVE YOUR CUSTOMERS ANYWHERE MULTI-CHANNEL SERVICE See what our customers have achieved with the Oracle Service Solution. 03 Introduction Serve Your Customers Anywhere - Multi-Channel

More information

Contact Center Trends and Future

Contact Center Trends and Future Contact Center Trends and Future The Dynamic Contact Center Keith Pearce & Tamal Islam Consistent experience Internet integration Limit hold times Customer Experience New channels web, chat, SMS Differentiated

More information

The Three Waves of Customer Care

The Three Waves of Customer Care White Paper The Three Waves of Customer Care What You Will Learn This white paper, intended for business decision makers, describes the three major waves of innovation experienced in the customer care

More information

THE 10 Ways that Digital Marketing + Big Data =

THE 10 Ways that Digital Marketing + Big Data = 1 Ways that Digital Marketing + Big Data = Sales Productivity The best global companies are transforming the way they market and sell. Here s how! Evolves into Digital TOP 10 about us MarketBridge is a

More information

Best Practices of Mobile Marketing

Best Practices of Mobile Marketing Best Practices of Mobile Marketing With the advent of iphone, Android phones, and tablets, adoption of the mobile is contagious, and will continue in the coming years as well. The market penetration of

More information

Digital Advertising and Accelerated Customer Service Strategies

Digital Advertising and Accelerated Customer Service Strategies perspective Digital Advertising and Accelerated Customer Service Strategies Karthik Ramachandran, Madhula Sathyamoorthy Abstract Digital advertising is an essential component of organizations marketing

More information

Case Study. SugarBush Media s Transition to a Marketing Services Provider Yields Sweet Success. August 2011. Comments or Questions?

Case Study. SugarBush Media s Transition to a Marketing Services Provider Yields Sweet Success. August 2011. Comments or Questions? Case Study August 2011 SugarBush Media s Transition to a Marketing Services Provider Yields Sweet Success Comments or Questions? Table of Contents Introduction... 3 The Evolution of SugarBush Media...

More information

Customer Relationship Management Do You Know Your Customers?

Customer Relationship Management Do You Know Your Customers? Customer Relationship Management Do You Know Your Customers? Dr. Wolfgang Martin Chairman CRM-expo Member of CRM Expertenrat January 2005 Do You Know Your Customers? CRM: Basic Definitions CRM: Model Matters

More information

Claims 2.0: Rethinking High Performance in Claims. White Paper. Changing Channels. Accenture Multi-Channel Distribution Insurance Consumer Survey

Claims 2.0: Rethinking High Performance in Claims. White Paper. Changing Channels. Accenture Multi-Channel Distribution Insurance Consumer Survey Claims 2.0: Rethinking High Performance in Claims White Paper Changing Channels Accenture Multi-Channel Distribution Insurance Consumer Survey Effective multi-channel distribution: the solution to an ever-changing

More information

Differentiate Now for Retail Leadership The Omni Channel Customer Experience

Differentiate Now for Retail Leadership The Omni Channel Customer Experience Differentiate Now for Retail Leadership The Omni Channel Customer Experience Singapore October 11 th, 2011 Ivano Ortis Head International, IDC Retail Insights Agenda Industry Trends What is Changed? Omni-channel

More information

Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs

Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs Highlights Integrated contact centre solutions that help identify, acquire, develop and retain high

More information

Sitel Premium Technical Support as a Strategic Imperative.

Sitel Premium Technical Support as a Strategic Imperative. White Paper. Sitel Premium Technical Support. Sitel Premium Technical Support as a Strategic Imperative. Monetizing the customer experience yields tangible return on investment. By: Chandra Venkatesan

More information

EMAIL MARKETING TRENDS B2B BENCHMARKS FOR 2015

EMAIL MARKETING TRENDS B2B BENCHMARKS FOR 2015 EMAIL MARKETING TRENDS B2B BENCHMARKS FOR 2015 FIND. NURTURE. CONVERT. Research Conducted by Ascend2 in Partnership with Dun & Bradstreet NetProspex OVERCOMING THE MOST CHALLENGING OBSTACLE TO EMAIL SUCCESS.

More information

PREDICTIVE MARKETING, DIGITAL ATTRIBUTION, OPTIMIZATION, AND DATA-DRIVEN PERSONALIZATION

PREDICTIVE MARKETING, DIGITAL ATTRIBUTION, OPTIMIZATION, AND DATA-DRIVEN PERSONALIZATION PREDICTIVE MARKETING, DIGITAL ATTRIBUTION, OPTIMIZATION, AND DATA-DRIVEN PERSONALIZATION A m a r t y a B h a t t a c h a r j y a & S u n e e l G r o v e r P r i n c i p a l S o l u t i o n A r c h i t

More information

GUIDE Wealth Management. 9 Social Media Guidelines for Wealth Management Firms

GUIDE Wealth Management. 9 Social Media Guidelines for Wealth Management Firms GUIDE Wealth Management 9 Social Media Guidelines for Wealth Management Firms Wealth Management 9 Social Media Guidelines for Wealth Management Firms Wealth management firms that embrace social media can

More information

RETAIL ANALYTICS TRENDS DAN MITCHELL, RETAIL INDUSTRY GLOBAL PRACTICE

RETAIL ANALYTICS TRENDS DAN MITCHELL, RETAIL INDUSTRY GLOBAL PRACTICE RETAIL ANALYTICS TRENDS DAN MITCHELL, RETAIL INDUSTRY GLOBAL PRACTICE C o p y r i g ht 2 0 1 5, S A S I n st i t u t e I n c. A l l r i g h t s r e se rv ed. SAS FOR RETAIL MARKET TRENDS PERSONALIZATION

More information

Chapter 1: Strategic Customer Relationship Management Today

Chapter 1: Strategic Customer Relationship Management Today Chapter 1: Strategic Customer Relationship Management Today Overview Topics discussed: From the marketing to the customer concept CRM and customer value The concept of CRM CRM from a business strategy

More information

EXPLOITING CRM CONNECTING WITH CUSTOMERS

EXPLOITING CRM CONNECTING WITH CUSTOMERS EXPLOITING CRM CONNECTING WITH CUSTOMERS A Review RIZWANUL BARI SYNOPSIS: Increasingly demanding customers and intense competition require that strategies associated with customers become an integral and

More information

The Five Trends That Will Impact Marketing in 2015

The Five Trends That Will Impact Marketing in 2015 The Five Trends That Will Impact Marketing in 2015 PRESENTED BY Sylvia Montgomery, CPSM Chat Live on Twitter! Today s Hashtag: SMPS CEUs Hinge is an SMPS Approved Provider of continuing education units

More information

TEXT ANALYTICS INTEGRATION

TEXT ANALYTICS INTEGRATION TEXT ANALYTICS INTEGRATION A TELECOMMUNICATIONS BEST PRACTICES CASE STUDY VISION COMMON ANALYTICAL ENVIRONMENT Structured Unstructured Analytical Mining Text Discovery Text Categorization Text Sentiment

More information

Management Commentary. Second Quarter 2015 Results

Management Commentary. Second Quarter 2015 Results Management Commentary Second Quarter 2015 Results The RetailMeNot, Inc. ( RetailMeNot ) earnings call will begin on August 5, 2015 at 7:00am central time (8:00am eastern time) and will include prepared

More information

Customer Relationship Management

Customer Relationship Management V. Kumar Werner Reinartz Customer Relationship Management Concept, Strategy, and Tools ^J Springer Part I CRM: Conceptual Foundation 1 Strategic Customer Relationship Management Today 3 1.1 Overview 3

More information

How To Make Money Using Facebook in Q4. Presented By Jason Roussos Living Direct

How To Make Money Using Facebook in Q4. Presented By Jason Roussos Living Direct How To Make Money Using Facebook in Q4 Presented By Jason Roussos Living Direct Founded in 1999 Manage network of brands that focus on building communities that support specialty appliances Direct source

More information

Customer Relationship Management

Customer Relationship Management Customer Relationship Management The philosophy of CRM is the recognition of the fact that a long-term relationship with customers can be one of the most important assets of an organization, providing

More information

The Power of Building a Multi-Dimensional View of Your Customer

The Power of Building a Multi-Dimensional View of Your Customer The Power of Building a Multi-Dimensional View of Your Customer Gary Class Wells Fargo May 2016 Wells Fargo's Vision & Values 1 In 2015 Wells Fargo supported ~7.4 billion Customer interactions in the physical

More information

A 7-Step Analytics Reporting Framework

A 7-Step Analytics Reporting Framework A 7-Step Analytics Reporting Framework By Feras Alhlou, Principal Marketing Consultant 2 Marketing Optimization Imagine that you just attended a conference on digital marketing and analytics. You re pumped

More information

Getting it Right: Seven Steps to Right Channeling Customer Interactions

Getting it Right: Seven Steps to Right Channeling Customer Interactions Getting it Right: Seven Steps to Right Channeling Customer Interactions A Joint Whitepaper from IntelliResponse and Oracle In seven simple steps, ebusiness, Customer Experience and Contact Center professionals

More information

MANAGING EVOLVING CUSTOMER EXPECTATIONS. Chinmaya Joshi Pre Sales Manager, Retail Banking. Break through.

MANAGING EVOLVING CUSTOMER EXPECTATIONS. Chinmaya Joshi Pre Sales Manager, Retail Banking. Break through. MANAGING EVOLVING CUSTOMER EXPECTATIONS Chinmaya Joshi Pre Sales Manager, Retail Banking Break through. Table of contents 01 Operational Customer Management 02 Bank Readiness Report 03 04 How SunGard Can

More information

Edwards Jones 2006 Case Analysis. Next Step Consulting

Edwards Jones 2006 Case Analysis. Next Step Consulting Edwards Jones 2006 Case Analysis Next Step Consulting Industry Industry SIC Code: 6211 Security Brokers, Dealers, and Flotation Companies Establishment that deal with: Securities Mutual and money market

More information

What is online? Offline?

What is online? Offline? Splinternet What is online? Offline? Web Windows Mobile Game Consoles Digital Asset FiOS TV Widgets Facebook Apps iphone Apps Android Apps One person? Multiple channels? Windows Mobile Web Game Consoles

More information

TEAM WORKFLOW MANAGEMENT SYSTEM

TEAM WORKFLOW MANAGEMENT SYSTEM TEAM WORKFLOW MANAGEMENT SYSTEM TEAM Workflow Management Small and Medium businesses are the builders, of any rising economy, they share more than 90% of GDP worldwide, Enhancement of internal business

More information

How Big Data is Transforming Marketing into a Strategic Function

How Big Data is Transforming Marketing into a Strategic Function How Big Data is Transforming Marketing into a Strategic Function The challenges are equal only to the opportunities. Savvy companies that capitalize on big data and change the way they sell can earn more

More information

Creating the customer experience

Creating the customer experience Creating the customer experience INSIGHT. EXECUTION. ADVANTAGE. Customer experience outsourcing that transforms business performance 3 Your customer management future 5 The Webhelp difference 8 Services

More information

Onward Reserve: 2.7x Revenue From Segmented Newsletters, 18x Conversions From Automated Emails.

Onward Reserve: 2.7x Revenue From Segmented Newsletters, 18x Conversions From Automated Emails. CASE STUDY Onward Reserve uses ecommerce data to segment weekly email newsletters into 4 variations, leading to: 41% more Opens. 183% more Clicks 233% more Conversions 278% more revenue 39% higher AOV

More information

By 2015, companies that focus on integrated processes for Local will increase revenue by 15 to 20%.

By 2015, companies that focus on integrated processes for Local will increase revenue by 15 to 20%. By 2015, companies that focus on integrated processes for Local Marketing Enablement will increase revenue by 15 to 20%. (Gartner s Top 10 Processes for 2012) Provides software & expertise that enable

More information

Marketing Report 2015

Marketing Report 2015 The State of Marketing Report 2015 TABLE OF CONTENTS EXECUTIVE SUMMARY KEY FINDINGS DETAILED INSIGHTS 2 3 6 Meeting Consumer Needs Consumer Channel Preference Marketers Current Workflow How Marketers Workflow

More information

Beyond Trust Build lasting relationships and brand loyalty by delivering superior client experiences

Beyond Trust Build lasting relationships and brand loyalty by delivering superior client experiences Beyond Trust Build lasting relationships and brand loyalty by delivering superior client experiences Build lasting relationships and brand loyalty by delivering superior client experiences As the dust

More information

5 Key Questions You Should Ask When Considering a Cloud-Based Contact Center

5 Key Questions You Should Ask When Considering a Cloud-Based Contact Center 5 Key Questions You Should Ask When Considering a Cloud-Based Contact Center 5 Key Questions You Should Ask When Considering a Cloud-Based Contact Center Table of Contents 5 Key Questions You Should Ask

More information

TECHNOLOGY INSIGHT 333EXECUTIVE INSIGHT. 2012 TSIA Member Technology Spending Report: Field Services

TECHNOLOGY INSIGHT 333EXECUTIVE INSIGHT. 2012 TSIA Member Technology Spending Report: Field Services TECHNOLOGY INSIGHT 333EXECUTIVE INSIGHT FIELD SERVICES 2012 TSIA Member Technology Spending Report: Field Services Adoption, Satisfaction and Planned Spending Across 24 Areas of Technology and Services

More information

Customer insight into the business. Business insight on the customer. Lowering of the cost structure. Improvement to revenue or profits

Customer insight into the business. Business insight on the customer. Lowering of the cost structure. Improvement to revenue or profits Decision Framework, M. Maoz, E. Kolsky Research Note 3 January 2003 Customer Service Hype Cycle 2003: Strategy Comes First Customer sophistication will drive demand for improved service and support. Carefully

More information

Banking the way we see it. A Tale of Two Banks. Focused Customer Experience Management Provides Crucial Competitive Advantage

Banking the way we see it. A Tale of Two Banks. Focused Customer Experience Management Provides Crucial Competitive Advantage A Tale of Two Banks Focused Customer Experience Management Provides Crucial Competitive Advantage Table of Contents 1 Overview...1 2 Loss of Faith...2 3 Customer Retention...3 4 Efficiency Ratio...4 5

More information

White Paper. Cross-channel Marketing: Go Mobile. Go Social.

White Paper. Cross-channel Marketing: Go Mobile. Go Social. Cross-channel Marketing: Go Mobile. Go Social. Cross-channel Marketing: Go Mobile. Go Social. Introduction: Mobile and Social Media and Buying Cross-channel marketing is evolving from the vast number of

More information

Optimizing Multi-Channel Customer Service to Support Customer Centricity

Optimizing Multi-Channel Customer Service to Support Customer Centricity Banking the way we see it Optimizing Multi-Channel Customer Service to Support Customer Centricity Delivering a differentiated customer experience Table of Contents 1. Highlights 3 2. Introduction 4 2.1.

More information

6 Steps to creating a Cross Channel Communications Roadmap

6 Steps to creating a Cross Channel Communications Roadmap 6 Steps to creating a Cross Channel Communications Roadmap Identifying the Road Ahead to Cross Channel Marketing Success Darcy Bevelacqua Darcy@Succcess-works.com 917 520-061 6 Steps to Creating a Successful

More information

The Business Case for Investing in Retail Data Analytics

The Business Case for Investing in Retail Data Analytics The Business Case for Investing in Retail Data Analytics Why product manufacturers are investing in POS and inventory analytics solutions Introduction In the latest Shared Data Study from CGT and RIS News

More information

WHITE PAPER Social Media In Technology. A Unified Strategy for Success

WHITE PAPER Social Media In Technology. A Unified Strategy for Success WHITE PAPER Social Media In Technology A Unified Strategy for Success Social Media In Technology A Unified Strategy for Success Technology companies pride themselves on being early adopters of the newest

More information

Australia Intelligent Transport System.pdf

Australia Intelligent Transport System.pdf http://www.gosreports.com Analytics as a Service Market by Solutions (Financial Analytics, Risk Analytics, Customer Analytics, Marketing Analytics, Sales Analytics, Web & Social Media Analytics, Supply

More information

Measure digital marketing effectiveness

Measure digital marketing effectiveness Measure digital marketing effectiveness How does marketing work in a company built on data? Typical barriers faced Digital marketing Web, social, mobile is simultaneously a huge opportunity and a huge

More information

3 Step Approach to Improving Customer Experience and Driving Engagement

3 Step Approach to Improving Customer Experience and Driving Engagement 3 Step Approach to Improving Customer Experience and Driving Engagement 2011 Experian Information Solutions, Inc. All rights reserved. Experian and the marks used herein are service marks or registered

More information

Recruitment Processing Outsourcing (RPO) 2013: Transforming Your Talent Acquisition Strategy

Recruitment Processing Outsourcing (RPO) 2013: Transforming Your Talent Acquisition Strategy Recruitment Processing Outsourcing (RPO) 2013: Transforming Your Talent Acquisition Strategy Recruitment Process Outsourcing (RPO) has undergone a seismic shift over the past few years. Long viewed as

More information

Call Center Glossary. Call Center Resources

Call Center Glossary. Call Center Resources Call Center Resources Call Center Glossary after-call work (ACW) The work that an agent completes after a call ends. It can include entering activity codes, completing forms or sending an outbound communication.

More information

When to Leverage Video as a Platform A Guide to Optimizing the Retail Environment

When to Leverage Video as a Platform A Guide to Optimizing the Retail Environment When to Leverage Video as a Platform A Guide to Optimizing the Retail Environment Contents S1 An Industry in Transition Over the past few years, retail has seen seismic changes in how the customer shops.

More information

Social Media ROI Essentials: Measuring What Really Matters

Social Media ROI Essentials: Measuring What Really Matters Social Media ROI Essentials: Measuring What Really Matters Maria Saltz Sr. Manager, Social Media Analytics The Real Value of Your Social Followers Customers that engage with brands on Social Media Stronger

More information