veritate breakfast club juli 2010: aprimo case met fred van westerop
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Veritate ontbijtje met - Fred van Westerop, Aprimo caseTRANSCRIPT
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© 2010 Aprimo, Inc.
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© 2010 Aprimo, Inc.
…………………………………………………………………………………… Taking control of communication
Outing
Outing
Outing
Outing
Outing
Outing
Outing
Outing
Outing
Outing
Outing
Outing Outing
Outing
Outing
Outing
Outing
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Outing
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Outing Outing
…………………………………………………………………………………… Agenda
Effectiviteit
Efficiency
ROI
© 2010 Aprimo, Inc. 4
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© 2010 Aprimo, Inc.
…………………………………………………………………………………… Lexmark
• Lexmark:
• $5 billion in revenue – 30% from Europe
• Sell in 150 countries
• Sell printers to consumers, small bus, and large enterprises
• Most printers sold at a loss
• A customer is only profitable after buying several ink cartridges
• A large percentage of customers never become profitable
• Growth in sales of non-OEM ink cartridges
• All email communications have been “one size fits all”
• Attempts to build direct relationships with consumers were failing
• Their business model is in jeopardy
…………………………………………………………………………………… List Fatigue: Serious Problem
Correlation Between Emails Sent and Response Rates
0.00%
1.00%
2.00%
3.00%
4.00%
5.00%
6.00%
7.00%
8.00%
Q2
2004
Q3
2004
Q4
2004
Q1
2005
Q2
2005
Q3
2005
Q4
2005
Q1
2006
Q2
2006
Q3
2006
Q4
2006
Q1
2007
Click
-Thro
ugh-R
ate
0
2
4
6
8
10
12
Em
ails
Sent
CTR
EmailsSent PerQuarter
CTR: click through rate
…………………………………………………………………………………… Challenge: Strategically
• Identify profitable, potentially profitable, and unprofitable customers
• Incent customers to buy more cartridges / Extend life of printer / Buy new printer
• Create the most loyal customers in the industry
• Build dialogs
• Create customer lifetime value (CLV) model
• Use prediction models
• Create loyalty/rewards program
……………………………………………………………………………………
• Provides free cartridges to customers
to buy and recycle OEM cartridges
• Drive to website enrollment from:
– In box promotion (printers and
cartridges)
– Product registration
– E-store sales
• Triggered and lifecycle emails based on:
– Product registration
– Anniversary of purchase
– Parsing online sales data and sending email invites
– Low-ink warning (for opt-ins)
– Primary use of printer
The Rewards Program
…………………………………………………………………………………… The Results
• In first 6 months: 171.217 members
• 343.941 email drive-to-customer satisfaction
Surveys, 38% response
Predicted Actual Result
Active Members 5,243 18,529 253.40%
Percentage of Members that are Active 2.95% 10.42% 253.40%
Purchase Actions 8,010 33,209 314.59%
Purchase Actions per Active Member 1.53 1.79 17.31%
Purchase Actions per Enrolled Member 0.05 0.19 314.59%
Predicted Actual Result
…………………………………………………………………………………… Agenda
Effectiviteit
Efficiency
ROI
© 2010 Aprimo, Inc. 11
Ericsson
MARKETING AT THE
EXTREME!
……………………………………………………………………………………
• Founded in 1876, Ericsson is a leading provider of
communications networks, related services and
handset technology platforms. Through their Sony
Ericsson joint venture, they are also a major provider
of handsets.
• Headquartered in Stockholm, Sweden
• Global: 24 market units across 175 countries
• 65,000 employees
…………………………………………………………………………………… Ericsson’s Global Marketing Organization
GF Marketing
MU
BU
Strategy
/Objectives
Themes
Product Areas
Launch
Programs
P M P P
Local launch
Activity
R&D
Activity
Activity
PLCM
Sub Activity
……………………………………………………………………………………
The race: a great vehicle for events
• MU Iberia
• MU SA
• MU ME
• MU INLK
• MU SEA
• MU China
• MU Brazil
• MU NA
• MU NWE
• MU NOBA
• MU EE&CA
……………………………………………………………………………………
1. PROJECT PLANNING
• 8 Event Workflows
2. INVITATIONS
• 4 Interactions Templates
3. REGISTRATION
• Inbound Forms
• 2 Custom Registration Reports
4. TRACK ATTENDANCE
• Custom Contact History
5. POST EVENT PROCESS
• Surveys
6. LEAD
• Incl. Facility Mgmt.
7. ANALYSIS
• Event Global Spend Report,
”The race is won before the start”
…………………………………………………………………………………… Event Management – Describing the process
Plan and
Budget
Event
Select
Event
Workflow
1
Create Event
activities in
Plan and
Budget Module
2
Select
workflow to
manage event.
3
Segmentatio
n
Prepares and
sends event
emails.
Prepare
Invitation
Details
4
Manage
Onsite
Activities
Create Leads
5
Manages event.
6
Leads are
created from
events or via the
”Suspect
Contact”
process.
Response
Rate Follow
Up
Monitors
registration
response.
------- P&B ------- --------------------- Event Management / Dialogue Management -------------------- Lead Management ---
……………………………………………………………………………………
Events around events
Ericsson and
B2B showcase
Portals
Crew
solution
Customer Demos
Pre-race &
Pavilion
Experience
Crew stories Consumer stories Sony experience
Racing technology
VOR
Community
……………………………………………………………………………………
Calendar view
……………………………………………………………………………………
Email is sent to customer with
a link to the registration event
landing page
Interactive Dialogs that autoatically drive communication at the right time
……………………………………………………………………………………
……………………………………………………………………………………
Dialog waits for customer to
actually fills out registration
form (and send reminder if not
done within certain period of
time)
……………………………………………………………………………………
……………………………………………………………………………………
If customer registers, their
lead score is increased, using
lead scoring rules in Marketing
Studio
……………………………………………………………………………………
If lead score is higher than a
certain threshold value, a lead
will automatically be created in
the Sales Application
……………………………………………………………………………………
……………………………………………………………………………………
Marketing Transformation wins!
• 12,000 hours per year saved
• 14 systems eliminated
• Apples and Apples
• Full EMM within 12 months
• Integrated Communication for Major Event
Worldwide
• 10% Reduction in number of weeks spent
developing a marketing campaign
• 15% Reduction in the time spent preparing for
and managing event execution
…………………………………………………………………………………… Agenda
Effectiviteit
Efficiency
ROI
© 2010 Aprimo, Inc. 28
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© 2010 Aprimo, Inc.
…………………………………………………………………………………… Who is MGM MIRAGE?
•One of the world's leading and most respected
development companies with significant holdings
in gaming, hospitality and entertainment
•Owns and operates 16 properties located in
Nevada, Mississippi & Michigan; has 50%
investments in four other properties in Nevada,
New Jersey, Illinois & Macau
•MGM MIRAGE is developing major casino and
non-casino resorts, separately and with partners
in Las Vegas, Vietnam, the People's Republic of
China and Abu Dhabi, U.A.E
…………………………………………………………………………………… MGM MIRAGE Goal & Vision
Goal: Provide the best guest experience to the high and mid-end customers
More Customer
Trips to Our
Properties
Customers
Spending More
While Visiting
Properties
Increased Guest
Satisfaction
Across High &
Mid-End
Customers
Give Customers
What They Want,
When They Want
It
Increase in New
& Repeat
Customers At All
MGM MIRAGE
Properties
Achieve
“measurable”
returns on
campaigns
implemented
……………………………………………………………………………………
Rich Information:
– Marketing preferences
– Reservation data
– Demographic segmentation
– Hotel folio transactions
– Gaming transactions
– Marketing campaign data
– Personality-based segmentation
The Single Customer View
……………………………………………………………………………………
Using RFM to Target
…………………………………………………………………………………… Using Customer Segments
…………………………………………………………………………………… Discovering the value of our data
Modeling our customers
• Predicting New Member value
• Identifying changes in playing patterns (Increase / Decrease)
• Identify cross property graduation
• Understand impact of marketing on gaming behavior
• Understand if day of week or time of day has an impact on selling
• Propensity to book add-ons
• Propensity to respond models
• Propensity to Book
• Predicting Customer lifetime value
• Identify preferred Offer / Creative / Message
……………………………………………………………………………………
Creatives based upon Segment
“The Reel
News”
For Slot
players
“The Deal”
For Table
players
…………………………………………………………………………………… Hotel
Incentive
Entertainment
Incentive
Drawing
Incentive
FREEPLAY
Incentive
Targeted Incentives
……………………………………………………………………………………
Cross Property Marketing
…………………………………………………………………………………… Insight per campaign
…………………………………………………………………………………… Dus verschillende aspecten
Effectiviteit
Efficiency
ROI
© 2010 Aprimo, Inc. 40