Implementing Preference Management: Centralizing Data

pnadmin, Videos October 4, 2017

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

How Customers Reveal Preferences

pnadmin, Videos October 4, 2017

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

Defining and Applying Business Rules

pnadmin, Videos October 6, 2017

Summary Eric Holtzclaw, Chief Strategist, emphasizes the importance of clearly defining the rules by which data is collected, interpreted, and used, especially in the implementation of marketing technology solutions like preference management. Without well-defined business rules, data, including preference data, risks being misunderstood, misapplied, or… Continue Reading

ADT – Implementation Challenges

pnadmin, Videos October 2, 2017

Summary The challenges we face are multi-layered. First, we lack in-house expertise, which is why we rely on companies like PossibleNOW to bring their expertise and guide us in effectively meeting our customers’ needs. A major challenge, which I believe isn’t unique to us, is… Continue Reading

Comcast – Technology Challenges

pnadmin, Videos October 2, 2017

Summary In the cable industry, many larger companies grow through acquisitions, which means inheriting the data systems of the smaller companies they acquire. These legacy systems can vary significantly in quality, creating a range of challenges. Often, the acquired systems are outdated or improvised “under… Continue Reading

SiriusXM – Why We Needed a Preference Management Partner

pnadmin, Videos September 29, 2017

Summary The reason we initially handled this in-house was because we already had legacy CRM implementations that captured preferences through our call centers and online channels. We managed the data by pushing it into our own marketing databases. However, as the data volume grew and… Continue Reading

Analysis of Preference Collection and Management

pnadmin, Videos October 6, 2017

Summary To maximize the effectiveness of a preference management initiative, a company must first clearly understand its business goals and objectives, and establish key performance metrics. Without this foundational step, producing useful reports that demonstrate tangible ROI can be challenging. Many companies struggle to identify… Continue Reading

How Preference Management Should Look Inside the Enterprise

pnadmin, Articles October 10, 2017

by Eric V. Holtzclaw, PossibleNOW For the American consumer, preference selection is an everyday occurrence. We unsubscribe from email lists, change our privacy settings on Twitter, request home refinance quotes via email and “like” our favorite brands on Facebook. Subtle or obvious, the act of… Continue Reading

What Is The Importance Of An Opt-Down Strategy?

pnadmin, Videos October 2, 2017

Summary According to Eric Tejeda, Head of Marketing, and Eric Holtzclaw, Chief Strategist for PossibleNOW, implementing an opt-down strategy is one of the most impactful ways to reduce opt-outs from customer communications. By offering customers the option to adjust their preferences rather than fully opting… Continue Reading

How to Learn What Customers Really Want

pnadmin, Videos October 10, 2017

Summary Eric Holtzclaw, Chief Strategist for PossibleNOW, explains two ways to understand customer preferences in communications. Firstly, explicitly ask customers if they want to receive specific newsletters or communications. Secondly, infer their preferences based on their behavior and interaction with the content you send them…. Continue Reading