Today we are able to personalize content to our clients. Social media, PPC and e-commerce channels help us to talk to the customers on their language. But what about personalized consumer experience?
Special offers and prices are provided in real-time, they are fully customized to the customer profile and behaviour, they already are omnichannel. You make it real-time, you make it embedded into your business processes, customers LTV and loyalty increase. Sounds like magic, the magic of real-time campaign management solutions.
Real-time campaign management systems (RTCM) are dynamic predictive automated omnichannel solutions embedded into all core business processes connected to interaction with customer.
Originally RTCM occurred in retail investment banking, and telecommunications. The concept came out from CRM, but due to its heavyweight nature, RTCM are mostly third party enterprise applications.
BUSINESS EXAMPLES: BANKING, TELECOMMUNICATION, RETAIL, SERVICES
Credit card offer via call/sms after loan is taken in a sales point - upsale of credit card to the customers who took microcredit
Roaming packages offer in the airport upon arrival
Geolocation based special offer (voucher, %, etc.) near PoS with limited time validity
Adaptive newsletter with dynamic spaceholders - when client opens the email, the required data (e.g. current weather forecast) will be immediately accessed and would matching customers context
HOW OFFERS WORK IN RTCM SOLUTIONS
FROM CUSTOMER MANAGEMENT TO PERSONALIZED OFFERS AND BENEFITS
Campaign management solutions can keep qualitative and quantitative data on different aspects of customers behaviour and background. For example telecom operators “knows” the age groups of the customers, their location, time of activity, the most popular transactions, the channel they use to do them, response to price increasing and new services/products offering, behaviour after special offer ends.
This gives opportunity to design data-driven personalized customer campaigns and shopping experience and increase customer satisfaction and LTV for a company.
FROM EVENT-BASED CAMPAIGNS TO ONGOING CONTEXTUAL INTERACTION
RTCM solutions can provide variety of campaigns with various criteria:
• Reactive vs. Proactive
• Inbound vs. Outbound
• Objective: Acquire, Service, Grow, Retain, Reward, Win back
• Tactical vs. Strategic
With help of predictive analysis and designing of numerous customer scenarios for real-time interactions we deliver digital solution to create bespoke shopping experience.
RTCM SOLUTION DEVELOPMENT STAGES