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5 Reasons Why Enterprises Struggle with Customer Engagement
pnadmin, Articles
It’s great to be the big kid on the block–fat budgets, top talent, vast infrastructure, and all that goes with being an established, enterprise-class competitor. Yet with all of that clout, many national brands struggle mightily with building and sustaining customer engagement. That’s because they… Continue Reading
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The Key to Customer Engagement: Consent, Preferences, and Zero-Party Data
pnadmin, Whitepapers
Zero-Party Data
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Implementing Preference Management: Centralizing Data
pnadmin, Videos
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
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How Customers Reveal Preferences
pnadmin, Videos
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
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Design and Functionality of Collection Interfaces
pnadmin, Videos
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
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Defining and Applying Business Rules
pnadmin, Videos
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
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Analysis of Preference Collection and Management
pnadmin, Videos
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
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How Preference Management Should Look Inside the Enterprise
pnadmin, Articles
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
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What Is The Importance Of An Opt-Down Strategy?
pnadmin, Videos
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
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Gain a Global View of Customer Communications
pnadmin, Videos
Summary Eric Holtzclaw, Chief Strategist with PossibleNOW, discusses the initial steps they take when helping companies understand how they communicate with their customers across the enterprise. One crucial step involves building a communication matrix. This matrix assesses what communications are produced by different business units… Continue Reading
