Pivotal Marketing ™ Adrian Abbs New Business TEEC

Pivotal MarketingPivotal Marketing™™

Adrian AbbsAdrian AbbsNew Business TEECNew Business TEEC

Copyright © 2003 Pivotal Corporation. All rights reserved.Copyright © 2003 Pivotal Corporation. All rights reserved.

Industry TrendsIndustry Trends

“The need to track costs and manage the process of campaign planning, design and implementation is important to all marketing organizations. However, the larger and more distributed the organization, the bigger the marketing budget; and the greater the need to use technology to manage the environment.”Elana Anderson, Giga/Forrester Senior Analyst

CRM Buyer, “Charting a Course Toward Marketing Automation” (July/03)CRM Buyer, “Charting a Course Toward Marketing Automation” (July/03)


MarketingMarketing

The Marketing NetworkThe Marketing Network

Best PracticesBest Practices

++

OpportunityOpportunity

==

CommunicationsCommunications

Internet MarketingInternet Marketing

AdvertisingAdvertising

Direct MarketingDirect Marketing

Event ManagementEvent Management

Public RelationsPublic Relations

Product MarketingProduct Marketing

ManagementManagement


The OpportunityThe Opportunity

MarketingMarketingTarget campaignsTarget campaigns

Analyze campaign ROIAnalyze campaign ROISegment customer baseSegment customer base

SalesSalesIncrease deal size & win rates Increase deal size & win rates

Empower mobile sales Empower mobile sales Automate best practices Automate best practices

Increase forecast accuracyIncrease forecast accuracy

ServiceServiceDeliver 24x7 self-serviceDeliver 24x7 self-service

Unify knowledgebaseUnify knowledgebaseTrack performanceTrack performance

Interactive SellingInteractive SellingConfigure products onlineConfigure products online

Dynamic quotes & proposalsDynamic quotes & proposalsOnline order trackingOnline order tracking

Partner ManagementPartner ManagementManage leadsManage leads

Collaborate Collaborate Increase performanceIncrease performance

Increase transaction valueIncrease transaction value

Reach new marketsReach new markets

Increase win rateIncrease win rate

Personalize the Personalize the customer experiencecustomer experience

Be easier to do business withBe easier to do business with

Provide solutions fasterProvide solutions faster

Reduce sales cycle timeReduce sales cycle time

Lower training costsLower training costs

Reduce transaction costsReduce transaction costs

MarginsMarginsRevenueRevenue LoyaltyLoyalty


Pre-qualified leads are distributed in real Pre-qualified leads are distributed in real time along with prospect informationtime along with prospect information

Meeting the ChallengeMeeting the Challenge

““Can CRM help us with our Can CRM help us with our marketing challenges to…”marketing challenges to…” Pivotal MarketingPivotal Marketing

Scored leads are routed for immediate Scored leads are routed for immediate follow-up, more qualification or nurturing follow-up, more qualification or nurturing

100% visibility into marketing & sales 100% visibility into marketing & sales resultsresults

Better manage leadsBetter manage leads

Share real-time resultsShare real-time results

Understand customer behaviorUnderstand customer behavior

Extend market reach globallyExtend market reach globally Centrally create multilingual campaigns Centrally create multilingual campaigns with the right message for each audiencewith the right message for each audience

Create quality leadsCreate quality leads

Data is captured at every point of Data is captured at every point of interaction creating in-depth profilesinteraction creating in-depth profiles


The Marketing & Sales ProcessThe Marketing & Sales Process

Go to marketGo to market strategy is strategy is

defineddefined

Capture customer data from Capture customer data from every interaction, building in-every interaction, building in-depth customer profiles.depth customer profiles.

1)1) Build and execute timely campaigns using Build and execute timely campaigns using conditional text and automated programs. conditional text and automated programs. Ensure Sales rep allocation to act on leads.Ensure Sales rep allocation to act on leads.

3)3)Customer profiling and segmenting Customer profiling and segmenting identifies the right prospects at the identifies the right prospects at the right time in their buying cycle.right time in their buying cycle.

2)2)

Receive immediate acceptance/ rejection Receive immediate acceptance/ rejection reports from sales, and tweak campaigns reports from sales, and tweak campaigns appropriately in real-time to maximize appropriately in real-time to maximize effectiveness.effectiveness.

5)5) Automatically deliver pre-qualified, hot Automatically deliver pre-qualified, hot leads to the right Sales rep, ensuring leads to the right Sales rep, ensuring quick conversion of leads into quick conversion of leads into opportunities.opportunities.

4)4)Re-use successful campaigns in global Re-use successful campaigns in global markets, employing centrally-managed markets, employing centrally-managed templates while tailoring programs to fit templates while tailoring programs to fit local language, culture and privacy local language, culture and privacy concerns.concerns.

6)6)


The Pivotal Product AdvantageThe Pivotal Product Advantage

Pivotal CRM SuitePivotal CRM Suite

Pivotal ServicePivotal Service

PivotalPivotalContact CenterContact Center

Pivotal eServicePivotal eService

Pivotal WirelessPivotal Wireless

PivotalPivotalService AnalyticsService Analytics

Pivotal eSalesPivotal eSales

Pivotal Pivotal ConfiguratorConfigurator

Pivotal AdvisorPivotal Advisor

Pivotal QuoterPivotal Quoter

Pivotal CatalogPivotal Catalog

Pivotal ePartnerPivotal ePartner

PivotalPivotalPartner ManagerPartner Manager

PivotalPivotalPartner AnalyticsPartner Analytics

SALESSALES MARKETINGMARKETING SERVICESERVICE INTERACTIVE INTERACTIVE SELLINGSELLING

PARTNER PARTNER MANAGEMENTMANAGEMENT

Pivotal MarketFirstPivotal MarketFirst

• Campaign PortalCampaign Portal

• Direct Marketing Direct Marketing ManagerManager

• Event ManagerEvent Manager

• Lead ManagerLead Manager

• Prospecting Prospecting AssistantAssistant


PivotalPivotalMarketing AnalyticsMarketing Analytics

Pivotal SalesPivotal Sales

PivotalPivotalAssisted Selling Assisted Selling

Pivotal Sales - Pivotal Sales - Miller Heiman Ed.Miller Heiman Ed.


Pivotal Wireless Pivotal Wireless

PivotalPivotalSales AnalyticsSales Analytics

Pivotal ArchitecturePivotal Architecture


What’s New with Pivotal 5.1What’s New with Pivotal 5.1

One-click access to Pivotal customer, prospect and product data from One-click access to Pivotal customer, prospect and product data from MS Office applicationsMS Office applications

Bi-directional integration with MS OutlookBi-directional integration with MS Outlook

Advanced SmartPortal personalizationAdvanced SmartPortal personalization

UsabilityUsability

MobilityMobility

In-field system upgrades (service packs and hot fixes) In-field system upgrades (service packs and hot fixes)

Full offline functionality including MS Office integrationFull offline functionality including MS Office integration

Global MarketingGlobal Marketing

Global language supportGlobal language support

Centralized tracking and reporting Centralized tracking and reporting


FeaturesFeatures

Empowers organizations with distributed marketing needs

Create one campaign and run it in any country/all major languages worldwide using Unicode & conditional text

Central brand & messaging management

Single marketing database

Easy-to-use interface requires no user training

Browser-based; no client to distribute or manage

Pivotal Campaign PortalPivotal Campaign Portal


FeaturesFeatures

Create Unicode-enabled multilingual eDirect Mail

Use conditional text to create personalized, relevant, timely communications

Dynamic, real-time segmentation

Measure & grow response rates

Auto-adjusting of campaigns

Integrate online/offline direct marketing campaigns

Integrate to lead qualification, distribution & tracking

List management & profiling

Integrate ‘tell a friend’ campaigns

Integrate subscription & opt-out capabilities

Pivotal Direct Marketing ManagerPivotal Direct Marketing Manager


FeaturesFeatures

Automate project management & approvals

Segmentation & progressive profiling

Deliver tailored invitations

Track responses, manage invitee lists

Automated ‘lights-out’ reminders

Integrated task development, approval & management

ROI measurement & reporting

Integrate to lead qualification, distribution & tracking

Pivotal Event ManagerPivotal Event Manager


FeaturesFeatures

Synchronize multiple lead channels

Pre-qualify leads according to company rules

Direct hot leads to the right people in real time

Nurture cold leads with automated DRIP campaigns

Wireless lead distribution

Track the progress of leads

Close the follow-up leads loop

Pivotal Lead ManagerPivotal Lead Manager


FeaturesFeatures

Self-service, Web-based portal for sales

Unified sales tool repository

Unified marketing & sales programs

Leads are easily accessible to send communications

Dynamic communication templates

Leads can be integrated from existing SFA system

Real-time reporting on prospect activity

Automated literature fulfillment

Pivotal Prospecting AssistantPivotal Prospecting Assistant


Pivotal Contact CenterPivotal Contact Center

Integrated across sales, marketing Integrated across sales, marketing and service and service

Connect multiple channels Connect multiple channels

Close outstanding opportunities Close outstanding opportunities

Understand customer preferences Understand customer preferences

Identify marketing touchpoints Identify marketing touchpoints

Reference current products & Reference current products & services services

Resolve outstanding service Resolve outstanding service requests requests

View complete interaction histories View complete interaction histories

FeaturesFeatures


FeaturesFeatures

Analytical data mining

Strategic analysis

Intelligence repository

Web behavior analysis

Detailed business analysis

Pivotal Marketing AnalyticsPivotal Marketing Analytics


Cross-sell Cross-sell

Up-sell Up-sell

Marketing LifecycleMarketing Lifecycle

PivotalPivotalCampaign PortalCampaign Portal

PivotalPivotalProspecting AssistantProspecting Assistant

Pivotal Direct Pivotal Direct Marketing ManagerMarketing Manager

PivotalPivotalLead ManagerLead Manager

IdentifyIdentify EngageEngage EnhanceEnhance ConvertConvert RetainRetain


PivotalPivotalEvent ManagerEvent Manager

PivotalPivotalMarketing AnalyticsMarketing Analytics


Marketing Results FrameworkMarketing Results Framework

Corporate Reach

Resu

lts

ProjectProject On Time/On BudgetOn Time/On Budget System UsageSystem Usage Accurate Customer DataAccurate Customer Data

Marketing ManagerMarketing Manager # Campaigns per Region# Campaigns per Region # of Leads per Campaign# of Leads per Campaign # of Deals per Campaign# of Deals per Campaign

Marketing VPMarketing VP Revenue per Product/ServiceRevenue per Product/Service % Proactive Service Interactions% Proactive Service Interactions Lead Generation CostsLead Generation Costs

Customers & PartnersCustomers & Partners Customer LTV to $ZCustomer LTV to $Z Customer Satisfaction to X%Customer Satisfaction to X% Customer Retention to Y%Customer Retention to Y% Customer Share of WalletCustomer Share of Wallet

Corporate ObjectivesCorporate Objectives Revenue by X%Revenue by X% Margins by Y%Margins by Y% Customer Loyalty by Z%Customer Loyalty by Z%

Clear Visibility into ProgressClear Visibility into Progress


CRM Marketing ResultsCRM Marketing Results

ObjectivesObjectives

Track marketing effectivenessTrack marketing effectiveness

Enable direct marketingEnable direct marketing

Reduce the cost of each leadReduce the cost of each lead

ResultsResults

Decreased cost per lead by Decreased cost per lead by 85%85%

28% reduction in advertising 28% reduction in advertising expensesexpenses

75% reduction in lit fulfillment 75% reduction in lit fulfillment expensesexpenses

Qualified leads rose from Qualified leads rose from 500/month to almost 500/month to almost 4000/month4000/month

Lead follow up rose from Lead follow up rose from 58% to 90%+58% to 90%+

SolutionSolution

Ensure brand awarenessEnsure brand awareness

Create automated lead Create automated lead ranking workflowranking workflow

Identify decision makers Identify decision makers within organizationswithin organizations

Enable Best PracticesEnable Best Practices

Automate lead distributionAutomate lead distribution

““Pivotal MarketFirst delivered a world-Pivotal MarketFirst delivered a world-class lead generation and management class lead generation and management system that improved our success with system that improved our success with dealers and resellers significantly.”dealers and resellers significantly.”

Fred Krazeise, Director of Strategic MarketingFred Krazeise, Director of Strategic MarketingSharp LCD Products GroupSharp LCD Products Group


CRM Marketing ResultsCRM Marketing Results

ObjectivesObjectives

Deliver promotions, customer Deliver promotions, customer surveys, event invitations and surveys, event invitations and registrations registrations

Distribute weekly newsletters Distribute weekly newsletters containing quotes, containing quotes, productivity tips and featured productivity tips and featured productsproducts

ResultsResults

1.7 million personalized 1.7 million personalized customer emailscustomer emails

Implemented more than 80 Implemented more than 80 campaigns in 3 monthscampaigns in 3 months

Created a complete view of Created a complete view of their customers their customers

Gained streamlined access Gained streamlined access to customer information to customer information

SolutionSolution

Unified customer data Unified customer data website-integrated to website-integrated to improve reachimprove reach

Workflow components Workflow components trigger events – i.e. trigger events – i.e. sending customer offers or sending customer offers or employee messagesemployee messages

““We are extremely pleased by the broad capabilities We are extremely pleased by the broad capabilities and ease-of-use of Pivotal Marketing. We continue to and ease-of-use of Pivotal Marketing. We continue to find new uses for the system that are improving our find new uses for the system that are improving our marketing successes throughout the enterprise.”marketing successes throughout the enterprise.”

Doug Smith, Executive Vice President Doug Smith, Executive Vice President FranklinCovey FranklinCovey


The Pivotal PromiseThe Pivotal Promise

Time and Cost

Resu

lts

Mid-Enterprise ExpertiseMid-Enterprise Expertise

Intelligent Internet Intelligent Internet ArchitectureArchitecture

Pivotal Results ProgramPivotal Results Program

Open, Collaborative StyleOpen, Collaborative Style

Predictable CostsPredictable Costs

Results FocusResults Focus

Complete Product SuiteComplete Product Suite

Documents

Pivotal Marketing ™ Adrian Abbs New Business TEEC