MRM: Building Lasting Relationships, Trust and Value
•Télécharger en tant que PPT, PDF•
1 j'aime•542 vues
Recommandé
Contenu connexe
Plus de Vivastream
Plus de Vivastream (20)
Dernier
Dernier (20)
MRM: Building Lasting Relationships, Trust and Value
- 1. Jamie Mills Vice President, Enterprise Mobility Solutions Syniverse Mobile Relationship Management: Building Lasting Relationships, Trust and Value 1
- 2. Market Trends: Mobile is THE Disruptive Force 2 Syniverse Proprietary Mobile #1 technology priority for CIOs Approximately 30% of households in developed countries are mobile only U.S. total wireless penetration is > 100% Over-the-top messaging has emerged as a significant disruptor Source: Belden Partners, CTIA, Gartner User adoption of mobile applications will accelerate eightfold in the coming three years
- 3. The Challenge: Evolving & Meeting New Customer Expectations 3 Syniverse Proprietary Increasing complexity and fragmentation Accelerating expectations from advertising-driven consumer applications Proliferation of complexity and reality of economic conditions Unproven business models, stretched budgets, rapidly evolving technology and competing priorities Mobile solutions delivered via the cloud are needed to accelerate time to value, prove business models and mitigate risk Mobile solutions delivered via the cloud are needed to accelerate time to value, prove business models and mitigate risk
- 4. The Opportunities End Users Brand How can we USE MOBILE to offer more relevant, secure transactions? How do we IMPROVE USER EXPERIENCE in all channels? How can we INCREASE RETENTION AND SHARE OF WALLET through proactive, timely offers? How do we REDUCE COSTS without sacrificing end- user satisfaction? Revenue and earnings growth Share appreciation ROI Geographic Expansion Risk Reduction 4 Personalization Everywhere, all the time access More services Consistent experience Relevant and timely offers Secure transactions
- 5. Meeting End-User Needs: Build Trust, Add Value, Enhance Relationships What Text Banking How When Policy Management (Permissions) Mobile Payments Mobile Wallet ATM look-up Android, iPhone, BlackBerry Investment Banking Applications Branches of the future Targeted Promotions Where Fraud Detection Mobile Identity Management (Number, Device) Marketing (Acquisition, Retention, Loyalty) End User (Location, Demographic, or Behavior) Campaign Management / Reporting (RTI) Who End User 5
- 6. Blasts / Alerts Send text messages to opt-in users. Keep customers informed of promotions, offers & events. All campaigns can be scheduled in advance. Info-on-Demand Provide information via custom keywords. Capture opt-in users for future message blasts. Capture emails with Email Capture to build your email list. Redeemable Coupons and Loyalty Programs Distribute coupons redeemable by potential customers who have opted-in to receive your promotions. Include promotional codes for additional tracking through the API and reports. Unique, one-time use coupons further provide controls over campaigns. 2D/QR Barcodes & Mobile Webpages Create quick landing pages and mobile webpages on demand. Tools include CSS integration and WYSIWYG controls over the creation and management of each site. Geofencing & Location- Based Services Provide special offers and messages to subscribers involving geofences and location-based services. Unique offers can be managed and delivered via SMS, MMS and mobile web for a variety of promotions and notifications all dependent on the location of the subscriber. Text-to-Win Enable potential users to text in a special keyword to instantly enter to win a prize. Text-for-Info Provide information on-demand so users learn more about your products or services. Optionally, users can subscribe to mobile alerts or sign up to receive continued alerts and updates. 6 Syniverse Proprietary Mobile Campaign Types
- 7. Text-to-Vote Have interested customers text and vote on a topic. Real-time graphs show instant results. Create new lists based on their votes for additional targeting opportunities. Text-to-Screen Allow participants to instantly submit comments via text to a live screen. Additional outputs can be setup through RSS. Data Collection, Surveys Collect valuable information from consumers through a survey. MMS Delivery Deliver rich content to customers with MMS and mobile downloads. Complete Carrier-grade MMS is available when the short code is provisioned with this feature. Website Widget Use the included Web Widget to build a list and have customers sign up directly. Enable website forms that capture cell phone numbers and build a mobile list of opt-in users who sign up for the service. Custom Applications Utilize the two-way API to build custom mobile messaging applications or interfaces. Mobile Websites Create and manage mobile websites and landing pages. Ideal for capturing data off SMS and 2D/QR campaigns. Includes a lite-app feature to save a page on your smartphone. API Ability to be integrate into a variety of custom services through the SOAP-based API. 7 Syniverse Proprietary Mobile Campaign Types (Cont.)
Notes de l'éditeur
- Unproven business models, brittle systems, stretched budgets, rapidly evolving technology and competing priorities are impeding Brands adoption and value recognition Accelerating expectations from advertising driven consumer applications adds pressure to the ecosystem and adds to the challenge My Space, Facebook, Twitter, Instagram, Snapchat Increasing complexity and fragmentation Network fragmentation: 4G, Roaming, Wi-Fi Device fragmentation: smartphones (Apple, Samsung, Google), tablets (Apple, Android), feature phones, others Messaging Services, Location Services, Identity Services Proliferation of complexity and reality of economic conditions makes it difficult to fully realize benefits of the mobile channel Build minimal presence Lowest common services (voice, SMS)
- SLIDE OBJECTIVE: To discuss the opportunities that brands have based upon identified needs of the end users as well as owners and shareholders who they have to answer to while running their business TALKING POINTS: Brands are looking for ways to utilize mobile capabilities to offer consumers relevant, secure transactions to meet their needs for a personalized mobile experience, all-the-time access to more services, a consistent experience and relevant timely offers. Consumers expect that their transactions are secure – i.e. if they’re moving money, or making a payment or a purchase – they want it done ‘securely.’ All of this must be done while focusing on continually improving the user experience across all channels. While focusing on meeting the consumers’ mobility needs, brands must also look for ways to drive revenue and growth, create stickiness, and expand business globally all the while supporting acquisition and retention of users through proactive timely offers. While growing and being profitable brands must find ways to reduce risk but not at the expense of the end user. This must be done without negatively impacting end-user satisfaction. Brands may discover they need help understanding how to achieve success in the mobile ecosystem due to lack of experience in the space. Whether it’s strengthening knowledge of compliance, best practices, differences in device types or mobile-specific challenges, there are significant opportunities that if tapped into, will provide new revenue streams, among other benefits, for brands. We have discussed the mobile space and implications to brands as well as consumers. We are now going to focus on how we, Syniverse, can help brands take advantage of these opportunities. BELOW ARE TALKING POINTS SPECIFIC TO FINANCIAL INSTITUTIONS (FIs) ******************** FIs desire to further utilize mobile technology to improve consumer experience. They do this by driving engagement beyond balance alerts into other areas of the business and by creating a more personalized, relevant mobile experience in order to bring more value to consumers. Additionally by leveraging real-time intelligence about the consumer on their preferences, location, device type, brands can deliver the right content to the end user, thus improving the consumer experience.
- SLIDE OBJECTIVE: To provide an overview of how Syniverse is looking to support the opportunities of the Brand in this mobile ecosystem within five basic pillars of brand mobility that we’ve defined. TALKING POINTS: These five pillars allow you to do the following: Mobile Identity- like anything not knowing the identity of your end users (i.e. correct phone numbers, devices) makes it difficult to accurately communicate your brand to your end users. This helps you maintain a clean up-to-date database. (Mitigate risk and exposure) Policy Management- has the end user given me the proper permission based on government, network (ex. ATT), and my specific requirements for this type of action I want my brand to do. (Richer end user experience) Consumer Information- if they have given permissions what can I get from information perspective based on factors such as their current location, or potentially others areas such as their demographic or behaviors. (Enhance end user experience and drives profit) Marketing, Promotion, Retention, Loyalty- what and how do I send my brands activity to them that makes it more relevant that my competitors. (Enhance end user experience and drives profit) Campaign Management/Reporting- in your definition of real time, what campaigns are out there and how are my campaigns doing, did they get the communication, did they react, what are the results? (Increases efficiency thereby reducing costs) Here we would like to understand the mobility solutions that you are considering to meet various business needs across various modalities on the mobile devices and how are you looking to engage with end users through the mobile channel at various stages of their life-cycle such as Customer Acquisition, Customer retention and customer engagement. We would like to collaborate with you and provide end-to-end solutions to address some of your specific business requirements. E.g.: If you are considering ATM’s of the future and how you can include the mobile device in the complete ATM experience. Some examples that come to mind are: - ATM fraud - using LBS to ensure that the end user’s phone is located where the ATM withdrawal is occurring - ATM location assist - When an end users sends an SMS message to Chase, Chase can do a location look-up through Syniverse and provide 3 of the closest ATM locations near the end user's location or refund the ATM fees if there are no ATM in the 20 miles radius to the end user’s location - ATM locations can also be provided via an MMS with the map and the ATMs marked out on the maps ATM receipt via SMS or MMS