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Joel BookPrincipal, Marketing Research & EducationTwitter: @joelbook / #ExactTarget
The Renaissance of Direct MarketingThe Renaissance of Direct Marketing
How Smart Companies Leverage Digital Media to Attract, Engage and Retain Customers More Effectively
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Media [R]evolution
2011
Mobile EmailSMS + MMSIM EmailFaxDirect MailTelephone
TVRadioPrintDisplayWebsiteSearchOnline DisplayPaid SearchLanding PagesMicrositesOnline VideoAffiliate MarketingWebinarsBlogsRSSPodcastsWikisSocial NetworksMobile WebLocation Based AdsSocial Media AdsVirtual WorldsLocation Based SvcsQR Codes
1990s
IMEmailFaxDirect MailTelephone
TVRadioPrintDisplayWebsiteSearchOnline Display
1999
IMEmailFaxDirect MailTelephone
TVRadioPrintDisplayWebsiteSearchOnline DisplayPaid SearchLanding PagesMicrositesOnline VideoWebinarsAffiliate Marketing
2000s
Mobile EmailSMSIMEmailFaxDirect MailTelephone
TVRadioPrintDisplayWebsiteSearchOnline DisplayPaid SearchLanding PagesMicrositesOnline VideoAffiliate MarketingWebinarsBlogsRSSPodcastsWikisSocial NetworksMobile Web
<1990
FaxDirect MailTelephone
TVRadioPrintDisplay
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Marketing to The Power of ONE
From:one-waybroadcastTo: one-to-oneinteraction
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It’s All About Customer Engagement
“To effectively cultivate meaningful relationships with their customers, companies will have to connect with them in ways their customers perceive as valuable. This entails engaging with customers throughout the entire customer lifecycle.”From Stretched to StrengthenedIBM Institute for Business Value Global CMO StudyIbm.com/cmostudy2011
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Customer Retention Remains #1 Marketing Priority
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The Customer Life Cycle
Engaging with customers throughout the life cycle . . . • Drives initial and repeat purchase.• Keeps customers connected and informed.• Improves retention. Fuels brand advocacy.
Life Cycle Engagement Drives Customer Retention
Business Getting
Product Inquiry
Product Evaluation
Product Purchase
AcquireAcquire EngageEngage ConvertConvert
Product Usage
Brand Advocate
Business Keeping
Repurchase/Renewal
ServeServe GrowGrow RetainRetain
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Cross‐Channel Engagement is a Must
Managing the Customer Conversation Requires Integration of Outbound & Inbound Channels
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Marketing Goal
Marketing Goal
Customer Interaction
Life CycleStage
Life CycleStage
• Thank customer for inquiry
• Invite email subscription
• Send Welcome Email; Link to Preference Center
• Invite customer to identify product needs, interests
• Deliver relevant information
• Provide links to website content to aid purchase decision
• Send invitations to webinars and live events
• Invite product trial
• Thank customer for purchase
• Promote related products/services
• Reinforce the value they will receive from product or service
• Invite customer to opt-in for product updates & service reminders
• Send personalized product news and service updates
• Send triggered offers and service alerts
• Provide links to product-related resources on website
• Send renewal-triggered cross-sell /upsell offer
• Provide incentive to renew or repurchase
Product Inquiry
Product Evaluation
Product Purchase
ProductUsage
Repurchase/Renewal
BrandAdvocate
• Ask for referral to friend or colleague
• Invite customer to contribute content for blog or newsletter
• Reward customer for loyalty.
The Customer Life Cycle
Life Cycle Customer Engagement Strategy
AcquireAcquire EngageEngage ConvertConvert ServeServe
ChannelsChannels
• SEO• PPC• Print / Broadcast• Social Media• Mobile (SMS)• Website(s)
• Email• Website(s)• Webinar / Seminar• CSR• Field Sales / Agent
• Email• Direct Mail• Field Sales / Agent
• Email• Mobile (SMS)• CSR• Direct Mail• Social Media• Website(s)
• Email• Direct Mail• Website(s)• Field Sales / Agent
• Email• Website(s)• Social Media• Field Sales / Agent
RetainRetainGrowGrow
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• Aids the Buying Process• Improves Service• Maximizes Retention
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The Customer Life Cycle
Brand Loyalty
Business Getting Business Keeping
Product Inquiry
Product Evaluation
Product Purchase
Product Usage
Repurchase/Renewal
Email Aids Purchase, Improves Customer Retention
“56% of US consumers say the message that caused them to purchase was delivered by email.” Source: ExactTargetResearch Report: Subscribers, Fans & Followers, 2011
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Online shoppers prefer emailfor hearing about sales or other promotions
Email is Most Preferred for Receiving Promotions
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More People are Subscribing to Email
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• Increases Brand Awareness• Fuels the Conversation• Attracts New Customers
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Social Media UsersFacebook: 750M Worldwide(1) / 225M U.S.(1)
Twitter: 150M Worldwide(2) / 20M U.S.(2)
LinkedIn: 100M Worldwide(3) / 44M U.S.(3)
YouTube: 2B Views/Day; Avg. View: 15 Min.(4)
Sources: (1) Facebook (2) Twitter (3) LinkedIn, (4) YouTube
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Social Media Facts
46% of consumers combine social media and search engines in
their buying process (GroupM)
Approximately 55% of Twitter
users are mobile users
77% of consumers said they interact with brands on Facebook primarily through reading posts and updates from the brands (Mashable)
83% of US Online Adults participate in social media (Forrester)
Thirty-four percent of marketers have generated
leads using Twitter, and 20% have closed deals using
Twitter (AllTwitter)
24 hours of video are uploaded to YouTube
each minute. (YouTube)
US marketers will spend $3.08 billion to advertise on social networking sites in 2011.Source: eMarketer, Jan. 2011
There will be nearly 21 million Twitter users in the U.S. by the end of this year (eMarketer)
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© 2009 Online Marketing Connect
To monetize social media, convert “Fans and Followers” to email subscribers!
75% of social media users say email is the best way for companies to communicate with them. (MarketingSherpa, 2010)
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• Delivers Exclusive Offers• Drives Traffic• Extends Customer Service
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EMAIL DOMINATES SMARTPHONE USEEMAIL DOMINATES SMARTPHONE USE
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Smartphones and iPads Have Accelerated Interaction
Source: eMarketerDecember, 2010
24 million tablet computers will be sold in the U.S. in 2011.More than 19 million will be iPads
65.8 million people in the U.S. now own smartphones. Of these, 35.3% use apps.Source: comScore MobiLens2011 U.S. Mobile Subscriber Market ShareMarch , 2011
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iPads are Latest Weapon in Medical SalesMedtronic orders 4,500 iPads
"[The iPad] enables our sales employees to do a much better job of engaging in a really different way than we've done before," said Michael Hedges, Medtronic CIO.Wall Street Journal, Dec. 8, 2010
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Digital Marketing InnovatorsReal Marketers Real Solutions
Real Results
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Best Use of Email to Deliver Relevant
Information and Offers
Best Use of Email to Deliver Relevant
Information and Offers
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BEST BUY Stays Connected with Customers Long After Purchase
BEST BUY Stays Connected with Customers Long After Purchase
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Real‐Time TriggeredBehavior DrivenPersona DrivenProfile DrivenBlast Driven
1.1%Conversion Rate
2.8%Conversion Rate
3.9%Conversion Rate
>10%Conversion Rate
Relevance and Timing are Keys to Success
Email Communications Driven by Customer Behavior Produce Best Results
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Best Buy Does 1to1 Marketing on a Large Scale
Jogos
Home Theater
Personalized product recommendations
Loyalty Program Information
Mobile
Closest Best Buy Store
Message for Best Buy Credit Card Holders
General Messages
Examples of other product themes
10 – 12 themes segmented by customer type
Message from Partners
Best Buy Weekly Email CampaignEmail Volume: 20MillionEmail Versions: 18Million
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The Customer Life Cycle
Brand Advocate
Engaging with customers throughout the life cycle . . . • Drives initial and repeat purchase.• Keeps customers connected and informed.• Improves retention. Fuels brand advocacy.
Business Getting Business Keeping
Product Inquiry
Product Evaluation
Product Purchase
Product Usage
Repurchase/Renewal
Life Cycle Engagement Drives Customer Retention
AcquireAcquire EngageEngage ConvertConvert ServeServe RetainRetainGrowGrow
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Microsoft Office 2010Lifecycle CRM Program Fundamentalsthree key elements
welcome email series
based on tenure
integrated targeting
create a table in two steps
retargeting
use sparklines in charts
apply conditional formatting
month 1(T+0 – T+29)
month 2(T+30 – T+59)
month 3(T+60 – T+89)
month 4(T+90 –T+119)
month 5(T+120 – T+149)
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get started from Takeshi print and save from Matt top features with Matt
Microsoft Office 2010Get Started Welcome Series
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welcome email series
retargeting
use sparklines in charts
apply conditional formatting
Microsoft Office 2010 Encouraging Ongoing Usage integrated targeting month by month
based on tenure
Month 1(T+0 – T+29)
Month 2(T+30 – T+59)
Month 3(T+60 – T+89)
Month 4(T+90 –T+119)
Month 5(T+120 – T+149)
integrated targeting
create a table in two steps
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Microsoft Office 2010Email and Ads Go To Excel Landing Page customer receives “Excel a table in two steps”
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welcome email series
retargeting
use sparklines in charts
apply conditional formatting
Microsoft Office 2010Encouraging Ongoing Usage integrated targeting month by month
based on tenure
Month 1(T+0 – T+29)
Month 2(T+30 – T+59)
Month 3(T+60 – T+89)
Month 4(T+90 –T+119)
Month 5(T+120 – T+149)
integrated targeting
create a table in two steps
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Microsoft Office 2010Building on Excelcustomers who engage get email to try Sparklines
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Microsoft Office Lifecycle CRM Program Results
The more targeted the email, the better the engagement!
50%Above average email open rate
9x Open Rate
22x CTR
Above average email click‐through
63%Viewed entire instructional video
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Expedia’s PreTrip Email Series
• Begins on purchase date and concludes on date of travel
• Provides travel itinerary and check‐in procedure
• Includes links to resources such as hotels, car rental, restaurants
EXPEDIA USES EMAIL TO MAKE TRAVELING
EASIER
EXPEDIA USES EMAIL TO MAKE TRAVELING
EASIER
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Motorcycle Superstore Increased Sales 21% by Personalizing Product
Recommendations
Motorcycle Superstore Increased Sales 21% by Personalizing Product
Recommendations
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SkyMall’striggered remarketing email campaign recaptures 3‐5% of abandoned cart sales and increases sales by 30%
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Scotts’ Lawn Care Update Teaches Consumers When
and How to Use Scotts Products to Get Best
Results
Scotts’ Lawn Care Update Teaches Consumers When
and How to Use Scotts Products to Get Best
Results
Content is Personalized based on:• Consumer’s Grass Type• Consumer’s Zip Code (Climate Zone)• Weed and Insect Problems
Objectives• Educate Consumers • Drive Traffic to Channel Partners• Create Brand Advocates
Overview• Started in Spring 2000• Subscribers: 1,500,000+• 355 unique geo-demographic versions
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Scotts’ Invites Website Visitors to Subscribe
Scotts invites website visitors to subscribe its monthly newsletter.
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Scotts Uses Lawn Care Update to Invite Customers to Opt-in for “Scotts Alert”
Product Use Reminders
Scotts Uses Lawn Care Update to Invite Customers to Opt-in for “Scotts Alert”
Product Use Reminders
Scotts Alert: Now is the perfect time to apply Scotts Turf Builder WinterGuard Fall Lawn Fertilizer to your lawn. Reply STOP to end alerts. Other charges apply.
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Universal Music Group Uses
Facebook to Attract Email Subscribers
Universal Music Group Uses
Facebook to Attract Email Subscribers
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Universal Music GroupWinner of the 2011 ExactTarget
Cross‐Channel Marketing Campaign of the Year
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Best Use of Email + Social Media to Attract and Engage Customers
Best Use of Email + Social Media to Attract and Engage Customers
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SCOTTS INVITES FACEBOOK FANS TO
BECOME SUBSCRIBERS.
SCOTTS INVITES FACEBOOK FANS TO
BECOME SUBSCRIBERS.( And 50% Convert! )( And 50% Convert! )
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Papa John’s Uses Social Media +
Email to Fuel Sales
Papa John’s Uses Social Media +
Email to Fuel Sales
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Each Week, Crocs Converts 2000+
Facebook Fans to Crocs Email Subscribers!
Each Week, Crocs Converts 2000+
Facebook Fans to Crocs Email Subscribers!
Crocs’ Uses ExactTarget’ s Social Pages to Convert New Facebook Fans to Email Subscribers
Example of Crocs’ “Deal of the Week” EmailPersonalized to Subscriber Preferences
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Gordmans Invites New Facebook Fans to become
Gordmans Email Subscribers
Gordmans Invites New Facebook Fans to become
Gordmans Email Subscribers
And says “Thank You” with a 20% Off Coupon
And says “Thank You” with a 20% Off Coupon
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WHOLE FOODS FUELS THE CONVERSATION
USING EMAIL & TWITTER
WHOLE FOODS FUELS THE CONVERSATION
USING EMAIL & TWITTER
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Local Whole Foods Stores Use CoTweet to:• Promote in‐store events• Promote special offers• Target tweets to customer preferences like wine, cheese, and organic products• Respond to customer questions, and invite customers to opt‐in to Whole Foods’ email newsletter
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“[CoTweet] allows us to find the conversations we want to be a part of and take action quickly. This year, we have had almost 7K conversations with consumers through CoTweet .”
Eric RineboldAlly Financial Global Marketing
(*) In October 2011, Ally Bank won a Forrester Groundswell Award for its innovative use of real‐time online content creation and social media to engage consumers.
Ally Bank Uses CoTweet to Engage Consumers
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ANDRETTI AUTOSPORT INVITES FACEBOOK FANS TO SUBSCRIBE TO FAN ALERTS
ANDRETTI AUTOSPORT INVITES FACEBOOK FANS TO SUBSCRIBE TO FAN ALERTS
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Meet & Greet Promotion
Merchandise Promotion
Race Tune‐In Reminder
Fan Alert Promotion
TWITTER KEEPS FANS CONNECTED
AND ENGAGED
TWITTER KEEPS FANS CONNECTED
AND ENGAGED
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Best Use of Mobile to Attract Email Subscribers
and Serve Customers
Best Use of Mobile to Attract Email Subscribers
and Serve Customers
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Pier 1 Imports Invites Shoppers
to text “Join” to “59609” and
become Pier 1 Email Subscribers
Pier 1 Imports Invites Shoppers
to text “Join” to “59609” and
become Pier 1 Email Subscribers
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Belk Uses Email, Mobile, Social Media and Print to Engage Consumers
Belk Newspaper Insert Belk Customer Email
Belk Facebook Page
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Pei Wei Asian Diner Uses Text to Grow its Email Subscriber List
• Pei Wei Asian Diner invites guests to join the restaurant’s email list via text and receive a buy‐one, get‐one free coupon.
• The campaign generated nearly 20,000 new email subscribers in just two weeks.
• Coupon redemption rates exceeded 20 percent, making this the restaurant’s most successful new email list growth effort to date.
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65
Ally Bank Invites Customers to Text for Latest Money
Market Rates
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SCOTTS SALUTES MLB GROUNDSKEEPERS; INVITES FANS TO BECOME EMAIL SUBSCRIBERS
SCOTTS SALUTES MLB GROUNDSKEEPERS; INVITES FANS TO BECOME EMAIL SUBSCRIBERS
Thx 4 ur interest in Scotts Lawn Care Update monthly email. Reply BAT [space] ur email address (ex:BAT [email protected]) 2 complete sign-up. H help Std rates apply
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Best Use of Email + CRM to Nurture Leads and Fuel
New and Repeat Sales
Best Use of Email + CRM to Nurture Leads and Fuel
New and Repeat Sales
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Webinar Invite Product News
Customer Newsletter
Product Launch
Event Invitation
Email is the Backbone of Hitachi Data Systems’ Global E-communications Strategy
Hitachi Data Systems uses email to:• Nurture leads; Keep existing customers connected to HDS• Support sales and service efforts of HDS field sales managers
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Sean MattsonDirector, Global Web MarketingHitachi Data SystemsSanta Clara, California
• Provide email communications capability to hundreds of Hitachi Data Systems Field Marketing Managers around the globe.
• Provide continuity in email design, corporate branding, and messaging.
• Use email to support the selling efforts of Hitachi Data Systems Field Sales Managers.
The Mission
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Online Marketing & Campaign Management Platform
Tracking and Analytics
Landing Pages, Registration Pages
“Thank You” Pages, Webcasts / Podcasts
Marketing Database
E‐communications
www.HDS.com
ClosedLoopTotal Integration of Customer Data
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HITACHI USES EMAIL HELP IT PROFESSIONALS MAKE
SMART DECISIONS
HITACHI USES EMAIL HELP IT PROFESSIONALS MAKE
SMART DECISIONS
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Hitachi Promotes Content Sharing via Social MediaHitachi makes it easy for subscribers to share e‐news articles, respond to offers and access content on the Hitachi Data Systems’ website.
“Read the Story”
“View the Video”
“Review the Case Study”
“Register for Webinar”
“Try it Free for 30 Days”
“Forward to a Friend”
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WebTech Webinar Series• 35 webinars per year• Up to 200 attendees per event
HITACHI USES EMAIL TO DRIVE ATTENDANCE FOR ITS
WebTech WEBINAR SERIES
HITACHI USES EMAIL TO DRIVE ATTENDANCE FOR ITS
WebTech WEBINAR SERIES
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HITACHI USES EMAIL TO PROMOTE ITS EVENTS
HITACHI USES EMAIL TO PROMOTE ITS EVENTS
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Hitachi Data Systems’ E-communications Solution
• Deployed in 30 regions globally• More than 4 Million emails sent per year in 18 languages• Total compliance with HDS branding and messaging standards • Enables access approved email templates that can be easily customized• 24X7 Help Desk provides program consulting using ExactTarget training
materials and tutorials• All interaction – including email receipt, open, click through – tracked in
Oracle CRM On Demand
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Customers Engage through Multiple Channels
The Days of the Single‐Channel Consumer are Gone and they’re not coming back.
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Direct Marketing Requires Cross Channel Engagement
Source: Forrester Research ‐ April 2009 “Campaign Management Needs A Reboot”
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Interactive Marketing Hub™ from ExactTarget
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Campaign Response Tracking
Product /ServiceNeeds, Interests
CampaignResponse History
Analytics and Lead Score
Products Purchased
CustomerDemographics
Customers & Prospects
Database Management
Segmentation Campaign Planning
ProspectiveCustomers
Iden
tify
Customers with Specific Needs
Offer
InformationSele
ct
Timing
Channels
Det
erm
ine
Offline
Online
Offline
Campaign Program Development and Execution
Prog
ram
Dev
elop
men
t
Con
tent
Per
sona
lizat
ion
Segment A• Offer/ Message• Channel• Timing
Segment C• Offer/ Message• Channel• Timing
Segment B
• Offer/ Message• Channel• Timing
Cross‐Channel Marketing Workflow
Database Updating / Lead Scoring
Land
ing
Page
/ M
icro
site
Cus
tom
er D
ata
Acq
uisi
tion
Customer / Prospect Interaction
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Obrigado!Obrigado!Joel BookExactTarget, Inc.
[email protected]@JoelBookhttp://www.linkedin.com/in/joelbook