CLM MANAGERS

CLM Managers provide marketing with the control and flexibility to compile, manage, execute, fulfil and monitor the success of all the CLM marketing programmes.

There are three key Managers:

• CLM Business Content Manager
• CLM Manager
• CLM Dashboard

All CLM marketing programmes are designed within the Managers which can be uniquely created or selected from the CLM Concept Library which contains pre-defined concepts based on best practices.    Each programme is designed to replicate a continuous interaction or learning conversation, unlike campaign management where there is a start and end basis forcing customers in a certain direction with no capability to respond if the path changes. CLM programmes allow an always on capability that can re-evaluate a customer's interaction and respond accordingly in real-time.

Each Manager guides marketing personnel through the set up stages of the programme to ensure the rules, triggers and content match the business strategy. Once up and running the Dashboard provides access to a variety of in-depth reporting statistics to enable accurate measurement of the success of each programme.

CLM Business Content Manager (BCM)

The handling and delivery of content is a critical customer facing activity. It's essential that the content is well designed, is easy to compile and can be automatically formatted to fit all the customer touch points.

The flexibility of BCM enables marketing to achieve this goal with an easy-to-use, web based user interface alleviating the need for hard coding content for every channel. The content is dynamically handled across the CLM applications and can be delivered through any of the Agillic CLM-enabled customer interaction channels whether to inbound channels (web and mobile portals, CSR interfaces etc.) or outbound channels (email, SMS, MMS).

Having the flexibility to manage and amend content across all the customer interaction channels is key to the continued success of all CLM initiatives.

Agillic CLM Manager

Agillic CLM Manager is the driving force behind the delivery of customer-driven one-to-one dialogues. It structures the creation of the dialogues and manages two key decisions:

• When is the right moment to initiate a dialogue
• Which is the right message to deliver

Separating these two decision points - timing and relevance - enables an individualised dialogue with the customer which provides an exceptional customer experience proven to increase response rates.

The CLM Manager provides the ability to do just this by defining when and how a dialogue should be initiated and which conditions should be fulfilled. It automatically decides if the next best conversation should be based on the customer's current state or past interaction and determines the best channel for delivery.

CLM Dashboard

The CLM dashboard provides in-depth analysis of the customer interactions and monitors which programmes are working well and where changes to rules, triggers or content may be required to optimise responses and the overall customer experience. Monitoring of the customer interactions is carried out in alignment with the business goals set up across the various channels. The powerful call-to-action features are used for execution as well as in-depth analysis of customer interactions.