In my previous videos on Loyalty Management (Loyalty Management in IC SAP CRM 7.0 - Loyalty Management in Interaction Center and SAP CRM 7.0 - Loyalty Management in Interaction Center Part II), I showed how an IC agent can service program member calls. In a series of videos to follow, we will go behind the scenes and see how a marketing manager can maintain the loyalty program.
In today's economy, it is important for companies to quickly respond to changing business, market, and competitive conditions. The flexible Rule Builder which is integrated into loyalty management in CRM 7.0 enables marketing managers to use the rule editor and formula editor to maintain rules easily, and quickly push out incentives, thus enabling them to acquire, retain, and grow a loyal customer base.
The scenario is built around Super Buy - a Retail Loyalty Program in which members are upgraded into a Premier Buyer status when they spend $2000 in a calendar year. The Premier members also receive a 20% bonus on all spending. Following an analysis of the program performance, Super Buy has determined that from 2010 they need to increase the qualification criteria to $2500, and also increase the bonus to 25%. Click here to see the video entitled Loyalty Management - Managing Tier Rules which shows how the marketing manager Robert Smith can do this using the rule builder.
Hope you enjoy this video… stay tuned for the next video around a loyalty marketing campaign.