Building real-time personalised customer experiences

Making the decision

Still unsure of whether to invest in a loyalty management programme?

Here’s a simple way of making the decision.

If you're looking to focus on personalising your communications, web and email experiences to your customer, you can do that with a personalisation tool, such as Salesforce Marketing Cloud Personalization.

If on top of this you'd like to create promotional offers with your partners, manage rewards, redemptions, and vouchers, and manage the process of creating customer advocacies in one place, you'll need a tool like Salesforce Loyalty Management.

Four key questions to ask your business

Ultimately the decisions you make around technology come down to your business needs. Your decisions should be made in partnership with your business stakeholders and external expert advice. To get this discussion started, we’ve provided four key questions:

Do you need to forecast customer behaviour based on their activity history?
Do you deal with big data when it comes to your customers?
Do multiple departments need access to your customer insights?
Do you need to report on marketing campaigns in real-time?

If the answer is “yes” to one or more of these questions, but you’re unable to execute on any of the points, it’s time for your business to re-consider its MarTech strategy.