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Individual & cohesive customer experiences across all channels Why cross channel marketing automation works!
1
Mark van den Haak Sales Director ASEAN Oracle Marketing Cloud January 2015
Oracle Confidential - Restricted
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of customers cite no relationship with a brand.
—Harvard Business Review
77%
Everyone Wants to be Customer-Centric….
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Complex Marketing Ecosystem
3
The Marketer Experience Is Broken
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No Centralized Hub to Manage Customer Interactions
The proliferation of point marketing applications have created silos among marketing teams, processes and execution
Oracle Confidential - Restricted
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Big Data……
82%
Marketers Struggle to Bring Together Customer Data
of enterprise marketers have no synchronized view of customer data.
5
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Marketing Teams Pass Their Dysfunction
Onto the Customer
The Customer Experience Is Broken
6
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94%
It’s Transactional
of customers have discontinued communication with a company because they receive irrelevant promotions and messages.
— Blue Research
Irrelevant….
7
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78% of customers don’t receive a consistent experience across channels.
— Accenture
It’s Fragmented
Inconsistent….
8
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Customers Feel It Everyday
2 WEEKS LATER…
Oracle Confidential - Restricted
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The Result: A Broken Customer Experience
78% of customers don’t receive consistent experience across channels. — Accenture
94% of customers have discontinued communication with a company because of irrelevant messages. — Blue Research
Marketers Lean Heavily on Fragmented Tools
Pass Fragmentation Onto Customer
Bombarded, Customers Don’t Convert or They Leave
Oracle Confidential - Restricted
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Unify your Existing Customer Data
PROFILE Name: Matt Jones
Gender: Male
State: California
Key Behavior: New York Hotel & Flight
Last Purchase Date: July 4, 2014
Target individuals based on behaviors, attributes and preferences
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Automate Experience Without Sacrificing Relationship
Designed for Long-term Customer Lifecycle
Orchestrate multi-stage programs and create granular paths for ongoing engagement
More Freedom to Innovate
Test and iterate based on cadence, cross-channel engagement, sequence or revenue per e-mail
Purchased Online
In-store
Data Switch
Send Email Campaign
Send Push Notification
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Orchestrate Individualized + Cross-channel Experiences
Easily add cross-channel activities
Designed for Ongoing Iteration
Define and leverage any behavior data
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Optimize: Testing boosts revenue by 25% -
Simple A/B testing
Automated winner selection
Closed loop reporting for full ROI
Cross-Channel Marketing Analytics
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Marketer Budgets
16
Consumer Time
Sources: eMarketer, Experian, Forrester, 2013.
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Take the Consumer Experience Cross-Channel
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The Oracle Marketing Cloud
• Data Management Platform
• Cross-Channel Marketing
• Social Marketing
• Content Marketing
• Oracle Marketing AppCloud and
Data Partners
• Oracle Marketing Cloud Analytics
WEB MOBILE SOCIAL EMAIL COMMERCE SALES DISPLAY
Unify Data
Engage Audiences
Analyse Performance
Marketing Simplicity. Customer Centricity. Enterprise Ready.