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Portrait Tieto
 

Portrait Tieto

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Inbound Marketing case Merryl Lynch

Inbound Marketing case Merryl Lynch

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    Portrait Tieto Portrait Tieto Presentation Transcript

    • Merrill Lynch Perspective Inbound Campaign Management
      Neil Skilling
      Portrait Software
      On behalf of
      Aaron Tellier
      Director CRM Strategy
      Merrill Lynch
    • Agenda
      What is Interaction Management?
      Why Interaction Management?
      Video testimonial
      Results achieved
      © 2010 Portrait Software - A Pitney Bowes Business Insight Company
      2
    • Merrill Lynch and Interaction Management
      Interaction management IS:
      The consistent application of a tailored customer experience
      Best when applied across all customer touch points
      Analytically based and technology enabled
      The actualization of 1:1 marketing
      Interaction management IS NOT:
      An independent technology platform
      Just for customer service
      DOES NOT necessarily require sophisticated analytical models
      The solution to all of your marketing/sales challenges
      An all or nothing proposition
      © 2010 Portrait Software - A Pitney Bowes Business Insight Company
      3
    • Why Interaction Management?
      “Inbound marketing techniques have about 10 times the response rate of non-targeted outbound campaigns.”
      • Gartner, “Five Business Benefits to Be Gained From CRM Multichannel Campaign Management Inbound/Outbound Integration” , Adam Sarner, Gareth Herschel
    • Why Interaction Management?
      Without Interaction Management you can probably:
      Define a client experience
      Measure results
      Track representative behavior
      Offer concessions and incentives
      Route clients
      Score clients
      Make predictions
      With Interaction Management you can also:
      Ensure consistent delivery of a client experience
      Measure the marketing funnel from end to end
      Match representative behavior with client response
      Implement real-time random control groups
      Dynamically route clients and change rules intra-day
      Score clients in real-time
      Simulate results
      © 2010 Portrait Software - A Pitney Bowes Business Insight Company
      5
    • Merrill Lynch – Results Achieved
      Interaction Optimizer Implementation
      Automated routing using IVR integration
      Delivery of Inbound Real-Time Recommendations in Siebel call-centre
      Development of Internet Channel
      Retirement Business
      300% improvement on offer rates
      26% uplift in new customer cross-sales
      Investment Management
      Identified 90% of all customers at risk of attrition
      Improved save rate by 40%
      20% reduction in overall attrition rate
      ADMA Presentation: http://www.portraitsoftware.com/Aaron-Tellier
      © 2010 Portrait Software - A Pitney Bowes Business Insight Company
      6