ClickAction eCRM 6 provides integrated e-marketing, ActionPlans, analysis and messaging tools for one-to-one, closed-loop campaigns that build results-based customer relationships. ClickAction eCRM 6 extends your existing eMarketing initiatives by augmenting the tools and strategies you already have in place. If you are starting from ground-zero, ClickAction eCRM 6 is the perfect solution to begin building profitable customer relationships.

ClickAction eCRM 6 allows you to centrally design, plan, create and deploy personalized campaigns from a single tool. You can view messages, determine scheduling, associate rules and track all campaign modifications by date and user for accountability purposes.

Sample ActionPlan

Imagine two customers visit your Web site and fill their shopping cart with several products. They are both good customers; however, only one person completes the check out. With ActionPlans, the customer that made the purchase receives a thank-you email and a 5% discount off their next order. You know that the customer who abandoned the shopping cart is a high value customer so as defined in your ActionPlan, a message is sent to that customer offering a 10% off coupon. If the customer does not respond to the first message, the next message would be more aggressive by offering 10% off plus free shipping. Once the ActionPlan is designed, the process is automated, you only need to track the results and refine the campaign, as needed.

Key Benefits:

• Improve customer relationships with personalized, relevant communications.
• Efficiently manage customer interactions across multiple channels (Web, wireless, email).
• React to customer behaviors, preferences or requests as they change over time.
• Save time with automation of promotions and events, test campaigns, up-selling/cross-selling, and order fulfillment.
• Increase overall consistency of customer communications, improve program results and reduce errors.

The key to targeted, personalized customer communications is a robust, relevant customer profile database. The ClickAction eCRM Unified Customer Profile (UCP) allows you to collect, store and manage subscriber profile data that can be segmented to ensure delivery of relevant, timely communications. You are able to target specific segments of your UCP by selecting segment profiles from any field within the database.

Key Benefits:

• Maintain accurate information for on-the-fly segmentation as well as personalized communication and timely information.

• Track customer interests, demographics and behavior gathered from various sources including Web site activity such as: click stream data, remote data stores, surveys and e-commerce transactions.
• Easily customize profile attributes and extend the database to meet your specific needs.

Design, create and publish personalized Web content and outbound messages from templates, leveraging XML content repositories. Highly personalized Web content and messages can be created and published by configuring pre-defined templates. Rules combine with message templates to populate content in individual messages for delivery to specific customers based on their profiles.

Key Benefits:

• Pre-defined message templates save you time by dynamically populating message content.
• Provide relevant, one-to-one, personalized offers for individual customers.
• Build customer loyalty.

The Message Manager makes it possible to design, create and publish highly personalized Web content and outbound messages. Message templates can be designed for a variety of delivery formats, such as Web, wireless and email and customized for each individual based on their communication preferences. Customers who wish to receive messages on their wireless device would receive minimal content designed for their specific device. Customers preferring to receive information via email could receive the same message in a rich-media HTML format including streaming audio and video.

The Message Manager also handles all outbound and inbound processing. After you have defined your rules, segmented your database and created your messages they must be queued for outbound processing. Once your messages are sent, the inbound processor automatically handles all processing of undeliverable mail, bounce-backs, unsubscribes and auto replies.

Key Benefits:

• One-to-one customization of outbound communications.
• Communicate with customers through their preferred channel.
• Increase response rates by distributing highly targeted messages.
• Meet the needs of your mobile customers.
• Ensure timely delivery of messages.

• Prompt replies to customer queries.
• Improve customer service.

ClickAction eCRM 6 is equipped with tools that allow you to track click through rates, observe customer activity and detect your customer’s system configuration.

ClickAction eCRM’s 6 sensor automatically detects your customer’s ability to view HTML messages. If the message is delivered and your customer is unable to view HTML, subsequent messages will appear in text. This sensor is also capable of capturing information about your customer’s system such as browser type and email client.

Page objects are pieces of code that sit on your Web pages to track customer behavior such as: page views, e-commerce transactions, registrations and other customer generated events. This information is used to generate conversion and ROI data that can be used for targeting future campaigns and subscribers.

Monitor your customers response to campaigns by tracking click through rates. Click throughs allow you to measure the success of all offers in a campaign.

Key Benefits:

• Your customers receive messages optimized for their system.
• Accurately measure ROI and conversion rates.
• Create highly targeted campaigns.
• Track results and fine-tune your campaigns in real-time for maximum success.

ClickAction eCRM 6 includes a real-time dashboard and Snap Shot reports to give you an integrated, up to the minute view of all system activity. A real-time dashboard displays executive information, decision support, knowledge management, reports, analysis, billing, forecasting and performance measurement such as ROI. Data collected from various sources including customer profile and Web behavior data can be combined to provide a complete picture of your eMarketing programs. Snap Shot reports provide you with quick analysis of your campaigns.

Key Benefits:

• Monitor campaign activity in real-time.
• View Snap Shot Reports for instant marketing insight into your campaigns.
• Understand demand patterns for clearer view of your customer and increased profitability.
• Proactively refine your e-marketing programs as needed to improve results or meet your program goals.

ClickAction eCRM 6 integrates with leading third party OLAP and Data Mining suppliers such as: Oracle, Hyperion, BusinessObjects, IBM and others. These solutions are intended to span operational, analytical and UCP data marts.

Key Benefits:

• Multi-channel view of your customer across your organization.
• Provides advanced targeting and segmenting for more accurate one-to-one messages.