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Expanding to Multiple Touchpoints
Tags: B2B companies, branding, call centers, Consent, CRM, customer support, direct mail, email, marketing, mobile devices, opt-in, opt-out, point of acquisition, preference collection, preference data, preference management, preferences, social media, text SMS, websites
October 4, 2017
Implementing Preference Management: Centralizing Data
Summary At the heart of effective preference management is the need for a central repository that connects all departments, units, and relevant applications within an organization. If information isn’t readily accessible across the enterprise, customers may feel frustrated and overlooked due to repeated issues, contradictions,… Continue Reading
Tags: Centralization, compliance, contact center management, CRM, customer data, ESP, marketing, preference management, preference management solution, preferences, risk mitigation, Safe Harbor
Tracking Results and Proving ROI
Tags: centralize data, opt-down, opt-ins, opt-out, preference management, preference management soluiton, return on investment, risk mitigation, ROI, targeted opt-ins
Definition of Preferences and the Collection Process
Tags: customer profile, email, preference collection, preference data, preference management, preferences, profile preferences, promotional messages, sms
How Customers Reveal Preferences
Summary The concept of “progressive profiling” frames the data collection process as a progressive conversation, helping enterprises to better understand and plan for the nature of customer communications. Research shows that customers are more likely to reveal their preferences in iterative steps, influenced by their… Continue Reading
Tags: collection process, collection profiling, preference collection, preference management, preferences
Course-Correcting from Early Implementation
Tags: personalized marketing, preference collection, preferences
Conclusion
Tags: CRM, customer loyalty, marketing, mobile devices, preferences, Privacy, social media
October 3, 2017
Design and Functionality of Collection Interfaces
Summary The conversational model of preference collection focuses on providing convenient, timely, and branded experiences that align with the customer’s immediate priorities. For instance, a customer engaged in an online product warranty process is primarily concerned with that product and the seller’s support throughout its… Continue Reading
Tags: customer data, customer-centric, opt-in, opt-out, preference collection, preferences, Privacy, social media
October 4, 2017
When Should You Collect Customer Preferences?
Tags: communications, customer journey, customer preferences, preference management, preferences
October 10, 2017
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