- The document discusses loyalty management in retail, focusing on loyalty programs and the SAP loyalty management solution.
- It covers key aspects of loyalty programs like rewards, tiers, points accrual and redemption. The SAP solution provides functionality for program management, processing rules, membership handling and multi-channel integration.
- A demo highlights features of the SAP solution including dashboards, program configuration, campaign management, online member activities and call center support.
Everybody's talkin': what consumers are saying about your mobile CRM and cust...Rachel Aldighieri
The DMA Mobile and Connected Council Research Hub will present new insights into the role of mobile in customer loyalty and CRM programmes. Our expert panel will share their own experiences and best practices to ensure you leave with clear, actionable ideas to improve your brand-customer relationships.
Our industry speakers include:
Barclaycard - Using mobile in consumer relationships
Martin Miller, Head of Product and Innovation (Mobile)
Textlocal - Using mobile to develop B2B relationships
Jason Palgrave-Jones, Business Development & Client Services Director
How to Improve Your Loyalty Program
Refresh yourself on new trends and why loyalty programs are important. Whether you’re just starting out with a customer loyalty initiative or you recognize that the one you already have needs reworked, this presentation will provide valuable insight into where your next steps should be.
Who is Customer Insight Group, Inc.?
Customer Insight Group is a leader in building brand loyalty for the world’s most influential and valuable brands. We help companies engage, keep and grow more profitable customer relationships. We leverage customer insight to deliver the right message to the right customer via the right channel at the right time. The bottom line is we focus your marketing dollars to get the biggest bang for your buck. The result? Long-term customer relationships and maximized margins.
More Resources:
Loyalty Blog: http://www.customerinsightgroup.com/loyaltyblog/
Loyalty eBooks: http://www.customerinsightgroup.com/white-papers
Loyalty Workshops: http://www.customerinsightgroup.com/custom-loyalty-workshops
Loyalty Program Audit: http://www.customerinsightgroup.com/don%E2%80%99t-enter-battle-customer-loyalty-unarmed-audit-your-loyalty-marketing-strategies
Everybody's talkin': what consumers are saying about your mobile CRM and cust...Rachel Aldighieri
The DMA Mobile and Connected Council Research Hub will present new insights into the role of mobile in customer loyalty and CRM programmes. Our expert panel will share their own experiences and best practices to ensure you leave with clear, actionable ideas to improve your brand-customer relationships.
Our industry speakers include:
Barclaycard - Using mobile in consumer relationships
Martin Miller, Head of Product and Innovation (Mobile)
Textlocal - Using mobile to develop B2B relationships
Jason Palgrave-Jones, Business Development & Client Services Director
How to Improve Your Loyalty Program
Refresh yourself on new trends and why loyalty programs are important. Whether you’re just starting out with a customer loyalty initiative or you recognize that the one you already have needs reworked, this presentation will provide valuable insight into where your next steps should be.
Who is Customer Insight Group, Inc.?
Customer Insight Group is a leader in building brand loyalty for the world’s most influential and valuable brands. We help companies engage, keep and grow more profitable customer relationships. We leverage customer insight to deliver the right message to the right customer via the right channel at the right time. The bottom line is we focus your marketing dollars to get the biggest bang for your buck. The result? Long-term customer relationships and maximized margins.
More Resources:
Loyalty Blog: http://www.customerinsightgroup.com/loyaltyblog/
Loyalty eBooks: http://www.customerinsightgroup.com/white-papers
Loyalty Workshops: http://www.customerinsightgroup.com/custom-loyalty-workshops
Loyalty Program Audit: http://www.customerinsightgroup.com/don%E2%80%99t-enter-battle-customer-loyalty-unarmed-audit-your-loyalty-marketing-strategies
Meet the next generation loyalty system with PayFlex Customer Acquisition and Retention Suite for all sectors such as banking, telecoms, retail and many more...
1. PayFlex OfferMe: The loyalty system based on Beacon Technology helps companies know when the customer approaches the store, and allows the company to define personalized campaigns and make instant offers flexibly.
2. PayFlex Discount: Cross-selling and up-selling techniques bring more profitable operations. With PayFlex Discount, companies can offer special discounts to each customer, and can encourage them to move to a higher tariff or to add new packages and services to their existing contract.
3. PayFlex Relationship Loyalty: PayFlex Relationship Loyalty offers more than rewards and points. Focusing on customers’ interaction with the brand, the program allows customers to collect points on customer behavior, utilizing different channels.
3. PayFlex Product-based Loyalty: By helping companies give right offers to the right customers at the right time, PayFlex increases repeated purchases,enhances personalized experiences, and expands product lines and inventories.
PayFlex Loyalty is also available on cloud. Please check out our e-brochure for detailed information about PayFlex Loyalty and see how it can add value to your business...
Visit our website for more information: www.payflexinnova.com
Everyone has a creative potential! Yes that's right. We all have the innate capacity for creative activity. ZaVue Solutions deals with providing novel business ideas and an opportunity to do online writing to earn a good amount in your lives.
Website: http://zavuesolutions.com/
Like and share our Facebook page to get updates;
https://www.facebook.com/zavuesolutions/
Striata Mobile Loyalty Programme Summit 2016Striata
What is Customer Loyalty? What are the aspects of great loyalty programmes? How can the Power of Email assist? Find out more on myths busted and insightful stats in the email space along with Customer Lifecycle Communication Processes. By Ross Sibbald
Getting customers to come to your stores and shop is one thing, ensuring they come back again for repeat business is a different challenge. Customers are spoilt for choice of moving to other retailers and it is becoming more important to acknowledge the customer for the business he does with the retailer. Equally important is to monetize the gratitude and Reward him for the business he does.
Loyalty Soft+ is a points & rewards management application, designed to significantly improve customer retention by bringing them continuously back and improving customer satisfaction levels. Loyalty Soft+ is maintain relation between client to business
Loyalty Point +
For Small & Medium Shop, Mall, Fast Food Point, Restaurants, Hotels, Club, Tours & Travel Agency
Features
Customer Management | Loyalty Point Management | Billing Management | Birthday / Marriage Anniversary Reminder | SMS Facility | Send Offer SMS | Magnetic Strips & Bar Coded Cards Supported | Reporting | Increasing Business | Connect to your Old Customers
Meet the next generation loyalty system with PayFlex Customer Acquisition and Retention Suite for all sectors such as banking, telecoms, retail and many more...
1. PayFlex OfferMe: The loyalty system based on Beacon Technology helps companies know when the customer approaches the store, and allows the company to define personalized campaigns and make instant offers flexibly.
2. PayFlex Discount: Cross-selling and up-selling techniques bring more profitable operations. With PayFlex Discount, companies can offer special discounts to each customer, and can encourage them to move to a higher tariff or to add new packages and services to their existing contract.
3. PayFlex Relationship Loyalty: PayFlex Relationship Loyalty offers more than rewards and points. Focusing on customers’ interaction with the brand, the program allows customers to collect points on customer behavior, utilizing different channels.
3. PayFlex Product-based Loyalty: By helping companies give right offers to the right customers at the right time, PayFlex increases repeated purchases,enhances personalized experiences, and expands product lines and inventories.
PayFlex Loyalty is also available on cloud. Please check out our e-brochure for detailed information about PayFlex Loyalty and see how it can add value to your business...
Visit our website for more information: www.payflexinnova.com
Everyone has a creative potential! Yes that's right. We all have the innate capacity for creative activity. ZaVue Solutions deals with providing novel business ideas and an opportunity to do online writing to earn a good amount in your lives.
Website: http://zavuesolutions.com/
Like and share our Facebook page to get updates;
https://www.facebook.com/zavuesolutions/
Striata Mobile Loyalty Programme Summit 2016Striata
What is Customer Loyalty? What are the aspects of great loyalty programmes? How can the Power of Email assist? Find out more on myths busted and insightful stats in the email space along with Customer Lifecycle Communication Processes. By Ross Sibbald
Getting customers to come to your stores and shop is one thing, ensuring they come back again for repeat business is a different challenge. Customers are spoilt for choice of moving to other retailers and it is becoming more important to acknowledge the customer for the business he does with the retailer. Equally important is to monetize the gratitude and Reward him for the business he does.
Loyalty Soft+ is a points & rewards management application, designed to significantly improve customer retention by bringing them continuously back and improving customer satisfaction levels. Loyalty Soft+ is maintain relation between client to business
Loyalty Point +
For Small & Medium Shop, Mall, Fast Food Point, Restaurants, Hotels, Club, Tours & Travel Agency
Features
Customer Management | Loyalty Point Management | Billing Management | Birthday / Marriage Anniversary Reminder | SMS Facility | Send Offer SMS | Magnetic Strips & Bar Coded Cards Supported | Reporting | Increasing Business | Connect to your Old Customers
Final Boarding Call for your Digital Airline Loyalty ProgramJill Goldworn
Gain more frequent followers by adding digital rewards to your airline loyalty program! Instantly engage customers in your frequent flyer program by allowing them to redeem their points for the latest titles in music, ebooks, audio books, games, movies, digital magazines and more!
How to implement a customer loyalty program for ecommerceZinrelo loyalty
This webinar presentation by ShopSocially and Demandware will show you how Predator Nutrition, a leading ecommerce store, implemented a 360 degree customer engagement model and generated 1000s of loyal enrolments in just 6 months!
These slides will help you:
• Understand how loyalty marketing can get you up to 26% more repeat sales
• Learn actionable tips for setting up your own loyalty program
• Discover how Predator Nutrition achieved a 33% higher average order value (AOV)
Telecom operators require to proactively engage customers. The Telecom Loyalty Programs allow the service providers to run high-quality and advanced loyalty programs of different scales that validate their sales and marketing strategies with to retain existing customers & acquire new ones.
Read more: http://www.mahindracomviva.com/products/customer-value-management/mobilytix-suite/mobilytix-loyalty-management-solution.htm
Big Data, Bigger Campaigns: Using IBM’s Unica and Netezza Platforms to Increa...graemeknows
Is your organization challenged by the explosion of data and increasing expectations for results? Unica Campaign Management and IBM Netezza appliances can provide capabilities to address and overcome them. This presentation offers customer case histories and performance studies that provide insights in today's world where digital and traditional channels are increasingly intertwined.
Modern Architects are faced with the daunting challenge of mapping out the future while caring for the present application portfolio. Join Salesforce Enterprise Architects as they describe a fresh approach to Roadmapping that balances legacy and next-generation technologies, all within a business-focused context.
Hospitality Industry Strategy ConsultationKazim Ali
My group worked as a team to devise a market segmentation and online marketing strategy in order to increase profits for a company in the hospitality sector. This project involved conducting market research, financial analysis, and long term strategic planning in order to present the optimal solution to a panel of judges from the consulting industry.
Big MDM Part 2: Using a Graph Database for MDM and Relationship ManagementCaserta
During this Big Data Warehousing Meetup, we discussed how graph databases work, shared some real world use cases, and showed a live demo of the world’s leading graph database, Neo4J. Pitney Bowes demonstrated their new MDM product developed on a graph database.
For more information, check out the other slides from this meetup or visit our website at www.casertaconcepts.com
Multi-Channel Customer Experience Management in RetailLouis Fernandes
How do consumers and customers interact with retail brands and what are the capabilities that brands must adopt to be able to respond positively to these needs and differentiate the customer experiences that they offer.
Visit website: http://loyalty.pobuca.com
Pobuca Loyalty is a platform that develops and grows repeat customers. It enables you to identify customers in all sales and marketing channels, map their journey, engage with them by using an omni-channel strategy, reward loyalty and predict future buying behaviors.
*** Leveraging Data to Build Brand Affinity, Increase Loyalty and Drive Revenue ***
* Get Secrets to Top Performers’ Success in Customer-centric Marketing Strategies *
In this SlideShare presentation, you’ll learn how business leaders in a variety of different industries are leveraging their own data to become a more customer-driven organization.
Learn how they are:
- Using customer analytics to drive marketing strategies
- Improving transactional and emotional loyalty with customized offers
- Increasing revenue via a more targeted marketing approach
- Staying top of mind with customers and prospects alike
Is your company ready to take full advantage of customer data to attract and engage loyal buyers across marketing, sales and service? Take some tips from top performers and model your own data driven marketing efforts to theirs for your own success.
(direct) marketing as a service, a way to strengthen the distribution channelHeinvrins
Presentation held at the prestigious Data Quality Summit Event (Eindhoven, November 2008). This presentation highlights the added value and possibilities of setting up a Marketing service program to enable your distribution channel to maximize the customer value. With an example of such a program in the (independent) insurance market.
Parth\'s in it\'s endeavour to manage sales effectively with real time communication tools ,developed the crm,which will guide companies towards excellence in customer relationship.
There is no Customer Experience without Customer EngagementThomas Wieberneit
My presentation of the 2017 CRM Evolution. How organisations can improve their customers' experience by improving their ability to create relevant engagements using a Think Big - Act Small approach.
22. 98% Customer Satisfaction Rating“CIBER is positioned as a solid alternative to the large ESPs; it is a smaller, more-nimble provider whose sweet spot is a more-flexible approach to client engagements.”
31. Loyalty Management is the actions a company undertakes to attract and retain profitable customers. (Memberson, 2009)
32. Loyalty is a feeling or attitude of devoted attachment and affection. This is mostly measured by behavioural KPIs like share of value, purchase frequency or retention rate
33.
34. Identify, maintain, and increase the yield from best customers through long-term, interactive, value-added relationships
35. Performance is judged with a combination of behavioural and attitudinal measuresCOLLOQUY, 2006, BuildingBrands, 2009
55. Mining data for marketing insightFocusing solely on the lowest price in your sector is a pathway to disaster (If your are not the low-price leader ... ... and there can be only one!)
56. State of the Art Loyalty Relationship Chain(TM) ROI Redemption Dialogue Engage-ment Increase Member Value Sustain-able Retention COLLOQUY, 2009
57. How to Increase Loyalty Program Participation One Face to the Customer Brand Linkage Customer Service RelevantProducts WOM Champion TargetedOffers PersonalizedCommunication Social Networks CRM LoyaltyAnalytics WOW!-Factor – Attractiveness of Value Proposition
58.
59. 20% of loyalty program members generate 80% of a retailer's profit
60. It costs 5-10 times more to acquire new customers than keeping existing ones
61. 5% - 20% of loyalty program costs can be saved through better prospect targeting
66. Increased store count in double digit percentage rangeSmall Town Executive Families High Customer Segments Segment B Segment C Segment A Segment D Elite Urban Singles & Couples Monetary Value Mobile Singles & Couples Empty Nesters Young Middle-ClassFamilies Young Mobile Singles Mid-Level Urban Couples Low Middle Income Young Singles Single-Parent Families Low High Frequency and Recency of purchase OlderSingles & Couples Older Families in Isolated Areas Older, Rural Couples Customers Given the profit contribution of loyalty card buyers , it is vital for retailers to continuously recruit new members into their loyalty program
67. How to Increase Loyalty Program Participation One Face to the Customer Brand Linkage Customer Service RelevantProducts WOM Champion TargetedOffers PersonalizedCommunication Social Networks CRM LoyaltyAnalytics WOW!-Factor – Attractiveness of Value Proposition
85. Retail Requirements for the Customer Strategy Customer Driven Experience Customers Memberregistration Member activitysales transaction Member activity service transaction Member activity campaign driven Member activity tier upgrade Multi Channel Interaction Fax Phone Store IVR Letter Counter E-mail Messaging Kiosk Internet Customer Management Customer Loyalty Management SegmentC SegmentD Customer Segments Segment B Segment A
86. How to Increase Loyalty Program Participation One Face to the Customer Brand Linkage Customer Service RelevantProducts WOM Champion TargetedOffers PersonalizedCommunication Social Networks CRM LoyaltyAnalytics WOW!-Factor – Attractiveness of Value Proposition
87. Word Of Mouth Marketing Engagement Dialogue Value Exchange Participation Identification WOM Acquisition WOM Increased Member Value Multiple Exchanges WOM Facilitated Champions Profitable Long-Term Relationship Sustainable Retention COLLOQUY talk: The New Champion Customers, January 2009
88. WOM enhanced Loyalty Relationship Chain Higher ROI Cost Revenue Increase Member Value Dialogue Engage-ment Sustain-able Retention COLLOQUY, 2009
89. H Agenda Loyalty Management in Retail The SAP Loyalty Management Solution Demo
98. H Agenda Loyalty Management in Retail The SAP Loyalty Management Solution Demo
99. Retail Loyalty Dashboard Overview Champaign Analysis by Product Category Multi-Channel Analysis Analysis by Tier and Region
100. Dashboard – Loyalty Campaign Details Campaign Analysis Overview Detail Analysis by Tier and Campaign
101. Loyalty Program Overview Loyalty Program Hierarchy Loyalty Program General Data Several Component: Events – Loyalty Campaigns Reward Rule Groups – e.g. for campaigns, sales orders, tiers Reward Rules – How many Points
103. Membership in Loyalty Program II Member Activities: Tier Change, Accrual, Redemption, … Point Balance – Several Point Types per Program Possible Multiple Members and Cards to a Membership Possible
104. Loyalty Campaign Loyalty Campaign – General Data With or Without Enrollment Enrollment by all Members or Target Group Based Reward Rule
105. Reward Rule Details Easy Maintenance of Reward Rules via the Formula Builder
106. Web Channel – My Account Consumer – Account Area with several Options View of all Loyalty Campaigns
107. Browse Catalogue and Earn Some Extra Points Browsing in the Product Catalogue Extra Points if Buying Long Chairs
111. Call Centre Support Specialist Overview Mr. Baker calls in Confirmation of Account and Membership Details
112. CIC – Membership Overview Donation and Transferring of Points Membership General Data Activities Visible: Sale and Redemption from Web Shop
113. Donate or Transfer Points Selection of Destination Membership Number of Points
114. Manual Up- or Downgrade Possibility to Up- and Downgrade a Membership from the Membership Overview
Editor's Notes
Loyalty Management is about making sure that you do not find yourself in this situation: It is about knowing your customer and building relationships that are valuable and sustainable for both parties
Ultimately you want to be here: Your customers identify themselves with you and your brand – and proudly show this
Hybrid Model: Costco – just recently opened a store in Melbourne
Dialogue – Enroll the right customers Determine which customers the company wants to raise their hands to engage in your relationship strategy Highest-value customers to recognize and reward their value high-potential customers who currently split their purchases customers at the highest risk of churning Based on the customer groups a recognition and reward strategy that piques customers’ interestEngagement – Engage customer interest Involve customers via regular communication into a dialogue is critical in moving users through the relationship chain Communication has to answer the question: What’s in it for me? Design Communication with calls to action that will stimulate regular response. Customers who respond are exhibiting increased interest The first redemption is happeningIncrease Member value: Stimulate active participation by encouraging program use and customer engagement Key behaviours include any voluntary customer activity beyond standard transaction Relationship chain analytics are based on such activities as completing surveys, checking points balances online, responding to targeted offers, using kiosks, bidding on auction items, entering sweepstakes, ...Sustainable Retention – Trigger multiple redemptions: Customers who participate in loyalty strategies expect a payoff – the answer to the question “What’s in it for me?” Reward Redemption is both the answer to that question and the ultimate measure of customer value Redemption happens whenever a customer extracts value from a loyalty campaign Multiple redemption is the keySource: Colleen Becker: Forcing the Relationship Chain (http://directmag.com/roi/1119-customer-relationship-chain/ )
By comparing the behaviour of loyalty-marketing participators to the behaviour of established control groups, marketers can infer the financial impact of each customer stage by measuring success early in the chain.Proper analysis requires tracking and measurement of loyalty-marketing activity at both the individual customer and segment levels. Key metrics include: Enrollment: Which customers raised their hands to indicate initial interest in the campaign? Are they the right customers? Participation: How many non-participators, one-time participators, and multiple participators are responding to the dialogue efforts? What is the recency of participation by segment? Redemption: How many non-redeemers, onetime redeemers, and multiple redeemers are in the customer file? Is there a steady progression of one-timers to multiples? How recent are the redemptions? Segment mobility: Are you seeing a steady migration of customers from high-potential to high-value segments? How well does program activity correspond to this migration? Churn rates: How many customers are leaving the program? How many are leaving the brand? Is there a reduction in churn? If so, how does that reduction correspond to program activity? Annual average customer value: Is transaction value increasing? Are cross-sell and up-sell penetration rates rising? Customer lifetime value: Is the Net Present Value (NPV) of key segments improving due to increased lift and reduced churn? IncrementalityCustomer equityShare-of-walletIt is important to measure early in the chain to see if they are steering in the right direction. Marketers can examine the reasons behind the results and work to either solve or exploit them – steer right, steer left or hit the gas pedal.
Based on the gathered transactional data it is possible to cluster your customers in homogeneous-like segments, which you address with the appropriate marketing strategies and, thus, you make the most out of your marketing expenditures. The clustering could also happen without a point program in place. The sheer amount of transactional data combined with the customer entity should give you enough business insights to promote the right merchandise to the right customer.
Retail RequirementsStrategic integration of channels Member profile / tier / interactions drive customer experience and offersOperational integration of channelsMember registration Profile maintenance Statements / Points Lost / damaged card Nominate new member Change programIntegration of core customer management processesSales operationsSales order processing for point redemptionMarketing OperationsCampaign PlanningCampaign DevelopmentCampaign OptimizationCampaign ExecutionCampaign MeasurementService OperationsService Ticket ProcessingComplaint managementService Interaction
Dialogue:Personalised communicationIdentifysigns of interest & engangementOffer recognition and rewardincentivesTrackcustomerbehaviourEngagement:Flawlessredemption-process incl. WOW! – factorLoyaltytacticsthatincent WOM behaviourDevelop and use WOM – metricsIncreased member value:Provide communication platformsOfferincentives to shareproduct informationDevelop social network toolsSustainableRetention:Help to build social capital by creating unique soft benefitsIdentify the champions throughbehavioural & additionalmeasurementsEngage in facilitated WOM activities
Loyalty Program Management enables set-up and maintenance of loyalty programs. Program maintenance includes information about program partners, program-related loyalty status levels, set-up and maintenance of point accounts, as well as program-specific attributes based on flights, nights of stay, dollars spent, frequency of purchases, and so on.Loyalty Reward Rule Management includes the set-up and maintenance of loyalty rules and conditions, campaigns for enrollment and registration, finally being processed by the loyalty engine. All points accrued and redeemed by members are recorded within the member‘s point account. Loyalty Membership represents the participation of an individual person to a specific loyalty program. Membership is opened by registration to the loyalty program, either paper-based, via Web self-service, or Interaction Center. It also includes member activities such as flights, hotel stays, or sales activities, finally being processed by the processing engine against the reward rules. The Loyalty Management Processing Engine is a highly scalable component to process member activities, tier transition evaluation, and point expiration. It is an integrated part of SAP CRM and the “heart” of the SAP CRM based Loyalty Management solution.Additional features in Loyalty Management are:CollaborationIntegrationLoyalty Management is a cross-industry offering and can be configured for different industries.
This slide gives you an overview of how the individual entities of the loyalty program connect to each other. One could distinguish between the set-up of the program, the corresponding master data, and the transactional data like sales order or POS transactions, which would invoke the infrastructure and the update of the master data objects. At its core the loyalty processing engine would be responsible for complying with all defined rules in order to post the right miles or points to the member accounts. The rule could be a basic rule applying to all standard transactions , but it could also be attached to a campaign, where the rule only applies to a certain target group. The Member is usually identified via card at the POS or via a member number in the Web shop and Interaction Center. Each transaction invokes the rule framework in SAP CRM, creates a member activity, and eventually updates the point account either as a redemption or accrual.And, of course, all interactions are integrated into the SAP CRM regular channels like the Web shop and Interaction Center, or via APIs also to SAP POS.
Loyalty Management is embedded in SAP CRM. It uses multiple channels to interact with the customer; mainly the SAP CRM Web shop, the Interaction Center, as well as the CRM UI.Its objects are Web service enabled to allow external applications to communicate with SAP CRM loyalty management. It has already been mentioned that loyalty management is a central component in seamlessly integrated into SAP CRM Marketing. Loyalty Management from a communication perspective is mainly about processing activities, member activities like flights, trips, ticket purchases, point redemption, or any other accrual activitiy, either sent by an external system, manually entered, or derived from SAP CRM sales processes. These activities will be processed against system-specific rules and will finally update to passenger tier levels, point accounts, or execute any other customer-specific functionality according to the settings and definitions which have been made for the loyalty program.
It has already been mentioned that loyalty management is based on the following four solid pillars:Program ManagementReward Rule ManagementMembership HandlingProcessing EngineEach area is directly addressing individual, loyalty-specific business processes and comes with rich functionality.In this presentation, we will take a look at each block in more detail.