Next generation marketing If your marketing isn t real-time, it s out of date Real-Time Interaction Management (RTIM)
Contents: What is RTIM? Why is it important? What are the benefits? Who s a strong performer in RTIM? Customer testimonials SMARTFOCUS PAGE 2
What is RTIM? RTIM is focussed on helping you provide truly unique experiences to your customers and recognizing them as individuals. Forrester Research Inc. defines RTIM as: Enterprise marketing technology that delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer lifecycle via preferred customer touchpoints. It is revolutionary technology that enables the content within your marketing messages (whether email, web or mobile) to adapt in real-time, based around your customer s current context and when they decide to open your marketing message. When customers receive truly contextualized marketing messages, both response rates and subsequent commercial results soar Marketing messages powered by RTIM therefore allow the right offers, promotions and messages, to be in front of each individual customer, in their preferred channels, in real-time. This gives a deep level of customer personalization that has never been possible until now. SMARTFOCUS PAGE 3
Why is it important? RTIM is a rapidly evolving market and is no longer just a nice to have. Long gone are the days when companies didn t need to personalize and they could be successful. It is essential in marketing to utilize RTIM to triumph over your competitors. 86% of consumers say that personalization plays a role in their purchasing decisions By using RTIM to influence that purchase moment you can: Encourage sales Encourage upsell Encourage sales you were about to lose Your customers increasingly expect to be treated as individuals and that means sending them personalized and contextually relevant real-time interactions. The more personalized the experience, the happier the customer. Happy customers become loyal, and loyal customers purchase more and ultimately can become advocates for your brand. Consumers are 52% more likely to consider a brand as a result of real-time marketing 77% of marketers believe real-time personalization is crucial SMARTFOCUS PAGE 4
What are the benefits? 81% increase engagement 52% increase retention 52% increase in brand perception 46% increase loyalty 59% increase conversion 35% increase awareness 73% improvement in customer experience SMARTFOCUS PAGE 5
Who s a strong performer in RTIM? In the 2015 wave report, Forrester Research Inc. cited the SmartFocus Message Cloud a strong performer in the RTIM providers market. The Message Cloud enables real-time decisioning, giving greater accuracy and relevance than traditional personalized omnichannel messaging. It powers on-open messaging, allowing the right offers, promotions and messages to be in front of each individual customer in their preferred channels in real-time. The Message Cloud RTIM marketing solution knows when each customer is ready to make a purchasing decision, and uses individualized insights to send the most relevant and timely communications. This takes the customer experience to a new level above traditional omnichannel responses. The Message Cloud provides core RTIM functionality, including: Customer recognition at a personalized, individual level Contextual understanding of a customer s history merged with a high degree of real-time contextual insight Analytics that determine action, offer, content, message or do nothing options, based on the current interaction opportunity Delivery and dialog management at the appropriate touchpoint (real-time for web, mobile or contact center, or simultaneously on-line and off-line, including email and face-to-face channels) Measurement and optimization of results captured and application of insights to ongoing interaction cycles, as well as strategic planning If you want RTIM innovation in marketing, The Message Cloud is your solution SMARTFOCUS PAGE 6
Customer testimonials The suite of tools Replicating the bookshop SmartFocus offers experience when each via the Message Cloud and every one of our enables my team and customers visits our I to achieve everything website or receives we need to within a single one of our marketing ultra-smart marketing messages is critical platform; so whether that s to us. The SmartFocus automating our CRM and Message Cloud offers segmentation processes, us all of the capabilities personalising our email we were looking for in a marketing campaigns in single, comprehensive real-time or scaling those real-time marketing campaigns at the click platform. of a button, SmartFocus Ed Armitage Ecommerce Director at Waterstones ensures we are effective as we can be. Cormac Folan Digital Marketing Manager at TM Lewin SMARTFOCUS PAGE 7
SmartFocus is an innovator in messaging and communications, enabling the world s largest brands including Mercedes-Benz, Speedo and Levi s to understand and connect more closely with today s connected consumers; whether that be via web, mobile, email or social channels. Through The Message Cloud solution, SmartFocus genuinely listens to and learns from customers using patented algorithms and unique location-based marketing tools. Using The Message Cloud, SmartFocus customers have the rich data, intelligence and the tools for contextually unique engagements, through any digital channel. Get in touch with us to find out more. SmartFocus Inc 18 West 18th Street, 11th Floor New York, NY 10011, USA Tel: +1 (646) 356-1169 Fax: +1 (646) 783-7982 SmartFocus UK Lynton House, 7-12 Tavistock Square, London, WC1H 9LT, UK Tel: +44 (0)20 7554 4500 Fax: +44 (0)20 7554 4501 smartfocus.com 2015 SmartFocus. All rights reserved. SF00182