CRM STRATEGY AND METHODOLOGY

Ten thousand hours of experience is what it takes to achieve mastery in a given field. The Optimove Strategic Services Team combines tenfold that number of hours formulating data-driven customer marketing and monetization strategies – and the Team is available to power your customer marketing operations.

Combining cutting-edge marketing skills with high-end data science, Optimove’s Strategic Services Team offers a full gamut of services, tailored to your needs. From helping with particular campaigns to managing and optimizing your company’s entire customer marketing operation, the Team is at your service.

The Strategic Services Team delivers customer-centric, data-driven marketing strategies, customized to each client’s specific objectives and customer engagement goals. Through the use of statistical models, marketing frameworks, competitive landscape reviews and industry best practices, the Team will help you maximize customer retention, loyalty and revenues. The Team's offerings include CRM strategy and methodology; customer-centric, data-driven marketing programs; CRM outsourcing; and marketing data science-as-a-service.

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We develop and implement a comprehensive customer marketing strategy, in three phases:

Assessment – We perform a top-to-bottom analysis of your company’s current CRM-related business processes, internal/external interfaces, technologies and methodologies.

Requirements Specification – We work with you to translate your business objectives into

STRATEGIC SERVICES

CUSTOMER-CENTRIC, DATA-DRIVEN MARKETING PROGRAMS

Customer onboarding. Churn reduction. Spending stimulation. VIP management. Gamified campaigns: We can zoom into any facet of the customer journey to gain a better understanding of your customers and improve how you engage with them. It’s all about building powerful, cross-channel personalized customer engagement programs that inject emotional intelligence into your brand-consumer communications and interactions.

CRM Streamlining – The Optimove Strategic Services Team reduced the campaign idea-to-execution time at a leading UK online entertainment operator by over 50%.They did this by streamlining the internal CRM processes to reduce the number of internal dependencies and by initiating a new approval process.

Multi-Channel Strategy Implementation – Working with an American social gaming studio, the Optimove Strategic Services Team introduced a multi-channel customer engagement approach that leveraged email, social, mobile, in-app messaging and website content adaptation to build a unified, 360-degree customer engagement strategy.

Customer Spotlight

STRATEGIC SERVICES

Implementation – We work with you to convert theory to practice, guiding everything, including change management, adoption of new processes, working with technical teams and providing quality assurance for all systems and data.

detailed technology, data and process requirements. The result is a customized CRM Strategy and Methodology document which serves as the blueprint for implementation.

CRM OUTSOURCING

Conversion Rate Boost – Working with one of the largest European online casinos on its customer onboarding program, the Optimove Strategic Services Team utilized customer data to identify five distinct customer personas and realign the onboarding plan accordingly. Then, the team worked hand in hand with the company’s internal CRM team to craft custom messages for each persona. The new personalized onboarding interactions generated a 30% increase in the new-to-active-customer conversion rate.

Churn Reduction – The Optimove Strategic Services Team reduced the churn rate of a UK trading company’s most valuable customers by over 27%. They did this by identifying the top 10% most valuable customers, who represented nearly 25% of total trade volume, and then introduced a new loyalty tier with personalized communications and customized benefits.

Customer Spotlight

CRM management is a profession. Now, with Optimove’s CRM Outsourcing Services, you can bring some of the most experienced and innovative talent in the space into your operation.

Once a CRM strategy is defined and your company has a clear marketing program with clear metrics and KPIs, the Optimove Strategic Services Team can be your right hand inthe day-to-day management of your CRM program. The Team will implement the marketing program in your Optimove platform, work with your marketing and creative team on messaging and content, and use advanced A/B testing to continuously monitor and improve the program. The Team will help you get more out of your investment, meet your objectives and exceed them, while freeing you to concentrate on your core business.

STRATEGIC SERVICES

MARKETING DATA SCIENCE AS A SERVICE

We are also available to create customized reports and dashboards to track and visualize business and customer metrics, allowing you even greater optimization of your marketing and business strategies. These valuable reports can provide profound insights to helpguide your marketing efforts – and your overall company strategy.

Binary decision trees and correlation analysis – to determine which business andcustomer attributes are most important for strategic decision-making

Our data scientists have extensive experience working with companies, analyzing their customer data, formulating winning retention plans and optimizing campaign performance. The marketing data scientist assigned to you, who you will perceive as an extension of your in-house team, will ensure that your multi-channel retention campaigns are planned, executed, analyzed and optimized in the best possible way.

Our data scientists use a wide set of data science tools and algorithms. They run complex analyses and build models to help you gain deep insight into your entire customer marketing operation. Sample analyses include:

Market basket analysis – to determine product preferences and cross-sell opportunities

Regression models – to predict KPI performance for future planning

STRATEGIC SERVICES