* Your assessment is very important for improving the workof artificial intelligence, which forms the content of this project
Download Next-Best-Action Marketing
Social commerce wikipedia , lookup
Visual merchandising wikipedia , lookup
Revenue management wikipedia , lookup
Consumer behaviour wikipedia , lookup
Web analytics wikipedia , lookup
Market segmentation wikipedia , lookup
Product planning wikipedia , lookup
Bayesian inference in marketing wikipedia , lookup
Food marketing wikipedia , lookup
Internal communications wikipedia , lookup
Sales process engineering wikipedia , lookup
Neuromarketing wikipedia , lookup
Social media marketing wikipedia , lookup
Affiliate marketing wikipedia , lookup
Marketing channel wikipedia , lookup
Target audience wikipedia , lookup
Sports marketing wikipedia , lookup
Customer relationship management wikipedia , lookup
Customer satisfaction wikipedia , lookup
Marketing research wikipedia , lookup
Customer experience wikipedia , lookup
Ambush marketing wikipedia , lookup
Multi-level marketing wikipedia , lookup
Marketing communications wikipedia , lookup
Youth marketing wikipedia , lookup
Guerrilla marketing wikipedia , lookup
Target market wikipedia , lookup
Viral marketing wikipedia , lookup
Digital marketing wikipedia , lookup
Marketing strategy wikipedia , lookup
Integrated marketing communications wikipedia , lookup
Marketing mix modeling wikipedia , lookup
Advertising campaign wikipedia , lookup
Green marketing wikipedia , lookup
Marketing plan wikipedia , lookup
Multicultural marketing wikipedia , lookup
Customer engagement wikipedia , lookup
Services marketing wikipedia , lookup
Service blueprint wikipedia , lookup
Global marketing wikipedia , lookup
Street marketing wikipedia , lookup
Next-Best-Action Marketing Optimize Customer Lifetime Value Key Challenge A More Effective Approach to Marketing CMOs and marketing organizations are under extreme pressure to bolster marketing’s contribution and deliver a better return on investment. Marketers have long attempted to connect with customers through traditional campaign management tactics, inundating customers with irrelevant and inconsistent offers and experiences. The result is unhappy customers, low offer conversion rates and excessive customer churn. Marketing organizations looking to make a significant impact on the customer experience and drive effective return on investment are turning to a Next-Best-Action approach. Simply automating outbound marketing is no longer sufficient in today’s customer-driven world. To succeed, marketers must deliver intelligent and coordinated communications across all inbound and outbound channels, from the contact center and Web, to email, social media and mobile channels. Across industries, Pega customers have optimized their marketing organizations with: `` 300 percent improvement in offer acceptance rates `` £2 million monthly increase in operating margins `` 180% increase in marketing operations effectiveness `` 25% increase in campaign respone rates `` 30% increase in revenues `` 5 point increase in retention rates The Next-Best-Action approach to marketing uses decision management and analytics to determine the right action for every customer and provides them with the right message, at the right time, in the right channel. Pega delivers on this vision through a unique combination of inbound and outbound marketing capabilities that leverage real-time decisioning and business process management. Pega’s marketing solution dynamically manages cross-channel conversations through the entire customer lifecycle, from offer design to offer fulfillment. Pega delivers on the promise of customer centricity by providing measureable business benefits to marketing organizations: `` Creates relevant experiences for every customer. Turn every interaction into a guided, relevant conversation by executing the Next-Best-Action at the moment of truth. Continuously learn and adapt to every customer in real-time, across all channels, including social media and mobile. `` Gives marketers more control. Design, change, measure, and control multi-channel customer strategies with a single marketing portal that doesn’t require IT involvement. Pega is the only solution to support marketing operations with a robust business process management platform that seamlessly connects sales with customer fulfillment processes. `` Optimizes customer lifetime value. Maximize revenue with proactive cross-sell, up-sell, and retention opportunities for customers and coordinate the experience across inbound and outbound channels. Pega’s solution provides the optimum balance between various customer needs and the specific needs of the business. Next-Best-Action Marketing Key Capabilities Optional Components Optimize Marketing Strategies Analytics-Based Campaigns `` Next-Best-Action Marketing is a customer-centric approach that leverages decision management and analytics to provide real-time and batch marketing offers. `` Pega’s marketing campaigns deliver multi-channel communications to very targeted audiences that increase return on investment in every marketing initiative. `` Marketers have the ability to easily design offers and crosschannel processes within a unified marketing environment. `` Pega’s campaigns capabilities leverage predictive analytics and easy to use visual segments to pick the right variables and profiles and dynamically change them over time based on customer behavior. `` Marketers can then apply predictive and adaptive models to add intelligence and relevance to the offers to determine which customers are very likely to be interested. `` Next-Best-Action Marketing also leverages a series of re-usable strategy templates to develop and coordinate effective inbound and outbound marketing strategies. Marketing Operations Personalize Across Channels `` Pega’s Marketing Operations capabilities include dynamic case management that can orchestrate multiple processes, systems and people allowing marketing to adapt to complex business needs. `` Marketers can create cross-channel engagement strategies that continuously analyze customer history and many different customizable attributes to determine the top offer, best time, specific treatment, and best channel to interact with customers and prospects. `` Pega’s Operations module includes checklists for marketers to monitor and control work, as well as a number of approval templates that can be quickly leveraged in the marketing organization to support financial business objectives. `` Next-Best-Action Advisor component focuses on presenting real-time recommendations and offers to agents or customers in the inbound channels like call center, Web, or in store. `` Pega also has the ability to extend decisions across multiple channels including mobile, email, traditional mail, and other channels like location based and social media. Monitor, Control, and Adapt `` Leverage a visual reporting dashboard to monitor and track marketing effectiveness across all channels, segments, and products. `` Run a set of test scenarios and simulate results for future marketing programs allowing you to make the right decisions before executing. `` Through adaptive analytics, learn from changing customer behavior and adapt offers and recommendations in realtime at each customer touch point. `` Pega’s Marketing Operations also leverages core Pega business process management capabilities to automate work to fulfillment, all within the same unified system. Analytics Components `` Predictive Analytics Director allows marketers to design and execute predictive analytics strategies to accurately anticipate customer behaviors, such as offer acceptance, churn or credit risk. `` Adaptive Decision Manager allows marketers to design and execute custom adaptive analytics strategies, enabling customer interactions to be instantly adapted to account for changing customer interests and needs. `` Visual Business Director allows marketers to simulate and test the potential impact of even the most complex customer strategies before putting them into production. Once deployed, performance can be monitored and controlled at any level of operation in real-time. For more information, please contact your Pegasystems representative, visit us on the Web at www.pega.com, or email us at [email protected]. © Copyright 2012 Pegasystems. All rights reserved. 2012-10