Extend Microsoft CRM - Selligent
- 1. Extend Microsoft CRM with multi-step cross-channel marketing automation Steve van den Berg, Selligent Dennis Peters, Selligent
- 2. About Selligent AGILE, PRAGMATIC, ENGAGED • Leader in conversion marketing and interactive CRM solutions. • Supports companies transforming themselves into customer-driven organizations. • Our customer interaction solutions enable organizations to engage with customers as unique individuals by providing a consistent brand experience over all channels. • Based on a central 360° view of the customer, this integrated infrastructure allows companies to effectively turn leads into customers and grow life-time relationships while ensuring maximal ROMI and minimal churn. • SIM allows you integrating your marketing, sales and service processes and exploit through scenario- based marketing communication & interactive dialogues to get most out of your acquisition, nurturing and loyalty campaigns fully integrated into Microsoft Dynamics CRM.
- 3. About Selligent • European vendor in marketing automation • Our solution: Selligent Interactive Marketing (SIM) • Offices in Benelux, China, France, Germany, Italy, Spain • ± 400 brands daily operating our solution for customer interaction • Customer databases managed by SIM from 50.000 up to 20 million • Over 12 billion e-mail messages annually Cross-industry Retail /eCom Media & Publishing Banking Telecom Travel Automotive .....
- 4. Marketing & CRM Marketing processes today are far more complex then ever before Need more advanced marketing automation offering Traditional ‘push marketing’ has reached its limits Digital is the ‘new normal’.
- 5. Shift in marketing requirements • Customers today have other requirements, resulting in a new set of vocabulary :
- 6. Selligent Interactive Marketing Designed for marketeers Offering what they expect today and tomorrow
- 7. SIM – Key facts Multi- channel Life cycle 1 solution campaigns Triggered Multi-step campaigns Personali- zation
- 8. 2 champions meet! NATIVE INTEGRATION
- 9. ‘Native integration’ - What?! 1. Where is the customer data? • Fully automatic bi-directional data syncronisation • You set this up in 15 minutes! 2. What about the 360° view? • Your “enriched” 360° view stats in Dynamics • All SIM customer interactions are automatically available in Dynamics 3. What about “Marketing lists” in Dynamics? • Automatic syncronisation: “Marketing lists” are available in SIM • Now you can launch ‘”multi-step scenario’s” on marketing lists 4. What about interactions with customers in Dynamics? • Dynamics is a “pre-made building block” in SIM • Closed loop campaigns = SIM + Dynamics
- 10. Automated data syncronisation • Fully productized • Automatic reading data from Dynamics with 1 click • Define field mapping • Define syncronisation direction • Define syncronisation interval
- 11. Complete 360° view within Dynamics
- 12. Dynamics is a building block in SIM! An example of a simple cross-channel campaign that requires a call center agent interaction in Dynamics when the customer completed the “Call me back” form.
- 13. Dynamics is a building block in SIM! 1. Automatic creation of Dynamics entities • Create a “contact” – “company” – “lead” – “opportunity” • Schedule an appointment • Create a task for an agent • Create an event • … 2. Closed loop interaction : SIM - Dynamics • The SIM scenario can create a task for an agent (e.g. a phone call) • Afther the agent executed the task, the automted scenario continues • SIM automatically checks the “status” of the Dynamics taksk
- 14. A quick tour! Some features
- 15. Planning & campaign prioritization SIM BENEFITS: Central campaign overview Manage marketing pressure Target optimisation Prevent opt-out
- 16. Social media SIM BENEFITS: 1-click insertion of social buttons Multiply your exposure Detect your brand advocates Measure social influence
- 17. Inbox preview & anti-spam checks SIM BENEFITS: Preview messages in different email clients Run anti-spam check before sending Optimise delivery Insight in email client ussage
- 18. Behavioral profiling SIM BENEFITS: Tracking over email/website Automated data enrichment Build interest profiles Measuring intention to buy
- 19. Tracking & re-targeting E-MAIL E-SHOP CHECK-OUT SIM BENEFITS: Signal events from website to SIM John shows Re-target after intention to buy 5 days (by e-mail) Define a sales funnel Items in basket, Re-target after Detect drop-out yet abandonning 12 hours (by phone) Re-targeting cross channel John makes Start ‘Welcome’ first purchase scenario
- 20. Questions? Meet you again on May 24th: SIM Solution Track @ CRMPartners
- 21. Programma sessie 4 Microsoft CRM roadmap Nancy Rademaker, Microsoft Grote zaal Starten met CRM Online Arjen Ruitenbeek en Seth van Zaal 2 Ouwerkerk, CRMandMore Analytical CRM Hans de Boer, Piconcepts Zaal 3