9. Email Drives Conversion and Improves Retention
The Customer Life Cycle
Product Product Product Product Repurchase/ Brand
Inquiry Evaluation Purchase Usage Renewal Loyalty
Business Getting Business Keeping
Once a person gives you permission . . .
• Email aids the buying process.
• Email drives repeat purchase, referrals.
• Email keeps customers connected and informed.
10. 75% of social media users say email is
the best way for companies to
communicate with them.
MarketingSherpa, 2010
17. Smartphones Accelerate Mobile Marketing
Smartphones such as the
iPhone from Apple are now
outselling personal computers!
Source: The Huffington Post
(Based on IDC Report)
February 8, 2011
65.8 million people in the U.S.
now own smartphones. Of
these, 35.3% use apps.
Source: comScore MobiLens
2011 U.S. Mobile Subscriber Market Share
March , 2011
23. The Mission
Provide email communications capability
to hundreds of Field Marketing
Managers around the globe without
compromising email design, corporate
branding, and message relevance.
Sean Mattson And do it all at reduced cost.
Director,
Global Web Marketing
Hitachi Data Systems
Santa Clara, California
24. Email is the Backbone of Hitachi Data Systems’
Global E-communications Strategy
Customer Newsletter
Product Launch
Webinar Invite Product News
Event Invitation
Hitachi Data Systems uses email to:
• Nurture leads; Keep existing customers connected to HDS
• Support relationship management efforts of HDS field sales managers
• Deliver relevant content to IT professionals in 30 regions and in 18 languages
25. The Hitachi E‐communications Platform
OMCM
Online
www.HDS.com
Marketing Landing Pages,
Registration Pages
“Thank You” Pages, Webcasts / Podcasts
Campaign Closed
Total Integration
Tracking and Analytics Loop
of Customer Data
Management
E‐communications
Marketing Database
27. HITACHI USES EMAIL TO DRIVE
ATTENDANCE FOR ITS
WebTech WEBINAR SERIES
WebTech Webinar Series
• 35 webinars per year
• Up to 200 attendees per event
31. Volvo Construction Equipment
• Volvo Construction Equipment is part
of Volvo Group; Started in 1832
• Products and services are offered in
more than 125 countries through
proprietary or independent
dealerships.
• Volvo machines are used for road
construction, oil and gas exploration,
building demolition, industrial
material handling, and forestry.
34. Volvo Construction Equipment
eMarketing Technology Solution
www.volvoce.com
Landing Pages, Registration Pages
Product Microsites, Webcasts / Podcasts
Campaign Tracking & Lead Scoring
Total Integration
of Customer Data
Email Communications
Marketing Database
35. Marketing Data Integration
Customer
Volvo CE Information
centralizes Analytics
Sales
(New/Used)
customer data in
Microsoft
Dynamics CRM. Lead
Score
Warranty
Data
Enables “one Microsoft
Dynamics
view” of the CRM
customer. Social Credit
Media Status
Allows faster
communication with
customers
MarCom
Provides better Surveys
History
measurement of eCommerce
campaign ROI
37. The Monthly eMail Newsletter delivers
latest news on Volvo products and
services to 85,000 customers.
1. Dynamic Content – Volvo designed the email
template to allow for dynamic content. Through
integration with Microsoft CRM, Volvo changes
articles and product news articles based on user
interests.
2. Interactive Functionality – Adding video links has
allowed Volvo to increase traffic to the website where
Volvo gathers immediate feedback on product
interest.
3. Analytics – The analytics from this eMail are used for
to capture customer insight and interests and aid re‐
design.
4. Performance Metrics
– Average 12% Open Rate
– Average a 7% Click Through Rate
39. The Remarketing Email is for
select customers who request
used equipment alerts.
1. Navigation – In its new design, Volvo added a Table
of Contents section with links to articles and
product news updates. These links have increased
website traffic 30% and generated thousands of
leads.
2. Content Syndication – Volvo dynamically displays
used equipment based on subscriber preferences.
Content syndication has reduced eMail build time
by approximately 30‐40% by automatically
capturing content from websites.
3. Performance Metrics –
– 75% Email Open Rate
– 11% Click Through Rate
– 20% increase in speed of equipment sales
42. Lead Management Workflow
Data cleansing
Information Request
Microsoft Dynamics CRM enables
Volvo sales reps to manage leads
Auto-generated
report for Volvo
sales rep
Auto-generated
email for customer
43. Immediate Delivery of Information to Customer
Microsoft Dynamics CRM
triggers an email that
thanks the customer for
contacting Volvo
Construction Equipment
Email provides a link to a
landing page containing
details about the product
of interest
44. Before and After eMarketing Automation
Before Automation After Automation
Customer data was in multiple “silos” Customer account and contact data is
and data quality was inconsistent. centralized in Microsoft Dynamics CRM
and “normalized” through D&B.
Volvo CE had no CRM system and no Microsoft Dynamics CRM is integrated
ability to send email communications to with ExactTarget enabling automation
customers. of all email communications.
Leads were stored in Excel files and Leads get logged and processed quickly.
distributed to dealers manually; Reps Customers receive personalized email
had limited visibility to leads. immediately after inquiry.
Volvo CE had no ability to deliver Volvo CE uses email to deliver relevant
relevant product information to information that aids purchase, and
individual customers. supports the local dealer.
Limited (or no) feedback from dealers Volvo CE marketing is able to measure
regarding lead status. lead status and campaign effectiveness
quickly and effectively.
49. Cross‐Channel Marketing Just Got Easier
Database Segmentation and Marketing Program Cross-Channel
Management Program Planning Development and Execution Customer Interaction
Prospective SegmentOffline
A
Identify
Customers
Landing Page / Website Content Page
Customers
& Prospects • Offer/ Message
• Tactic
Customer Data Acquisition
Customers with
Content Personalization
Customer Specific Needs • Timing
Program Development
Demographics
Product /Service Segment B
Needs, Interests Offer
Select
• Offer/ Message
• Tactic
Products
Information • Timing Online
Purchased
Offline
Analytics Segment C
and Lead Score
Determine
Timing • Offer/ Message
Campaign • Tactic
Response History • Timing
Channels
Campaign Response Tracking
Database Updating / Lead Scoring
50. Thank You!
Joel Book
Principal, Marketing Research & Education
ExactTarget, Inc.
jbook@exacttarget.com
EmailMarketingbytheBook.com
@JoelBook
http://www.linkedin.com/in/joelbook