Gain a seamless multichannel experience for you and your customers
Rebecca Swindell 270003U1MK REBECCA.SWINDELL@UK.IBM.COM |
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This is a guest blog posting from Claire Marshall - Digital Marketing & Applications Consultant EMEA, Enterprise Marketing Management.
Businesses are increasingly seeking ways to continue a conversation and provide seamless customer service with a customer spanning both the online and offline realms. Joining the behavioural data for a single customer across online and offline has been difficult to do in recent years but more and more companies are realizing and tapping into the value of this joined-up view of their customer’s interaction with their brand and any purchases made.
In real-time customers, and potential customers, are providing insights into what resonates with them or encourages brand loyalty every time they interact with your company, regardless of channel.
When managing these multi-channels businesses have to decide on what message is best for the unidentified masses and what is best for the recognised individual. Real-time messaging is much desired but is limited to certain channels via some platforms; and in recent years gaining this capability has meant for some a huge strain on a company’s infrastructure.
With IBM Enterprise Marketing Management (EMM) you can gain analytical insight, inventory and order information and send real-time messages to personalise experiences and meet real-time demand without the need to call on your IT department to deploy software or heavy investment. This joined up multi-channel view also extends to call centre systems, to ensure that your frontline teams have real-time information on the business but also the individual to ensure the customer experience is not fragmented.
Why not come along to our IBM Business Connect 2013 event on the 8th October, in Twickenham UK to learn about how others are using IBM solutions to address key business challenges and view a demonstration from the EMM suite of products, get involved with the conference on Twitter using #IBMBCUKI and register here - http://bit.ly/BCLINKEDIN.