整合渠道营销概述英文版.pptx

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1、,Integrating All Direct Marketing Channels to Build Customer LoyaltyA BMW Case StudyKay Madati, Relationship Marketing Manager BMWArthur Middleton Hughes, VP for Strategic Planning MS Database MarketingThe DMA 84th AnnualMcCormick Place, ChicagoTuesday, October 30th 2001 10:00 AM 11:15 AM,1950 - 200

2、0 Brands built by mass advertising1985 - 2000 Database Marketing arrived, but not integrated with mass advertising.1996 - 2000 The Internet arrived, but not integrated with DBM or mass advertising2001 BMW brings them all together,How brand marketing has evolved,BMW customers want:A realization of th

3、e brand promisePerformance, safety, technology, innovationRecognitionServiceInformationConvenienceHelpfulness,BMW Buyers Not Necessarily Driven by Price,Personal Profit from Purchase = a (usefulness of product) +b (perceived brand value)- c (money cost)- d (time or inconvenience),How BMW Buyers Make

4、 Purchase Decisions,Constructors People who build databases Merge/Purge, Hardware, SoftwareCreators People who understand strategy Build loyalty and repeat salesYou need both kinds!,Two kinds of database marketing people,In 2000, BMW built a robust customer and prospect database designed to:Provide

5、a comprehensive view of the automotive and financial services BMW customerDeliver short term, incremental revenue through opportunistic marketing programsIncrease customer loyalty through understanding and ability to deliver relevant, timely communicationSecure BMWs place in its customers lives by i

6、dentifying which households are good targets for additional BMW purchases,Situation Analysis,BMW now has a central system of measurementThe BMW Report Center monitors communications and response from prospects and customersMeasurement includes cost per response and cost per saleBMW now has the abili

7、ty to view prospects as well customers in its universeThis allows BMW to view the full shopper-owner cycle from first point of contact, through sale and cross saleThe new marketing database contains a broad range of information on the BMW consumerCampaign, response, and financial service data 190 ap

8、pended individual and household data points,BMW Situation II,Allowing a full view of the BMW customer delivers smarter targeting and profit-generating up sell and cross sell opportunitiesWhich vehicle owners are best targets for credit cards?How can BMW card owners increase the lifetime value of the

9、 vehicle owners?Where are the pockets of our most profitable customers?Which customers will deliver additional revenue through financial services products after they have disposed of their BMW?,BMW Situation III,Improve the effectiveness of marketing programs in the years 2001 2003 in order to:Retur

10、n to BMW the cost of the database buildPay for database maintenance going forwardIncrease the revenue per customer over timeIncrease the profit per customerIncrease the lifetime value of the combined BMW automobile and financial services customer,BMW Database Marketing Goals,Consistent measurement a

11、nd enhancement of BMW marketing programsAbility to prioritize prospects and customers based on their likelihood to buyIdentification of “low hanging fruit” programs that can be quickly implemented to generate revenue in the short termRefinement of customer communicationsTesting results against Contr

12、ol Groups,How BMW measures return on investment,Control groups measure the effectiveness of each programNon-mailed groups that are measured against the mailed groupsReports on the BMW Report Center provide a consistent form of measurementCost per lead, response and sale measurementCross-penetration

13、of product purchases,Controls and Measurement,Increased communication effectivenessIntegrated database used by all groupsIncreased efficiency The right information to the right customer at the right timeReduced communication expenseFewer pieces mailed with higher effectivenessIncreased customer part

14、icipationIncreased customer satisfactionIncreased corporate and center profitsA higher level of data from and about BMW customers,Benefits to BMW,Relationship Marketing Strategy,All programs are built on a state-of-the-art customer relationship management database which provides:More information on

15、owners and prospects than BMW has ever assembled beforePowerful tools to support BMW loyalty and prospect conversion programsAutomated communication that supports the Owner Experience,The Database,Increase customer loyaltyIncrease prospect conversion to sales ratioIncrease vehicle sales through exis

16、ting customersMaintain existing BMW household recordsKeep communication costs down while increasing effectivenessDevelop a consistent process of program measurement,2001 Database Marketing Goals,Use the marketing database to realize a communications dialogue with both our prospects and our customers

17、Systematic use of customized information to attract and retain customersFacilitate mutually beneficial and relevant information exchangesIncrease owner loyalty and customer acquisition ratesStrengthen BMW brand perception at the individual customer level,BMW Relationship Marketing Objectives,Consume

18、r CommunicationsWelcome KitLoyalty CommunicationsProspect Prioritization/Extending the DialogueBMW Magazine EnhancementsBMW Owners CircleFinancial Services ProgramsCredit Card & Banking Customer AcquisitionCross Sell and Up Sell MarketingOpportunistic “Quick Win” Programs,Core Communications Pro

19、gram,The Owner Welcome Kit,A static kitInformation onBMW, the BrandBMW, the CompanyBMW, the ProductsIt welcomed people to the brand, but offered no real taste of the BMW Experience,The old welcome kit was:,A personal welcome kit that owners realize was created just for themIt arrives within the firs

20、t 30 daysIt is a dialogue opener, an invitation to the BMW experience that extends over a full yearEach of the kit pieces enhance your perception of the BMW Brand and the ExperienceMultiple calls to action which lead you deeper into the ExperienceIt inherently fosters the collection of information n

21、eeded for further relationship dialogue,The new BMW welcome kit,Weekly feed of new owners from the databaseRapid record cleanup for mailingWeekly fulfillment of corrected names, addresses and data to the welcome kit programMonthly maintenance of the database which supports all owner and prospect com

22、munications,The Database Supports the Welcome Kit,Task: Provide individual customer data for personalized welcome kit fulfillmentStrategy:Provide new owner personalized fulfillment information on a weekly basisRecover key information requestedMaintain owner files based on collected information for f

23、uture programsIdentify customers by model, financial status, and preparatory segmentation (i.e. loyalty, activity, etc.),Welcome Kit Fulfillment Process,Loyalty and Owner Communications,BMW customers are fiercely loyal to their brandLoyalty can be measured: it is the repurchase rateSuccessful loyalt

24、y is a two way streetCustomer loyalty can be strengthened by relevant personal communicationsBMW Loyalty initiatives cover the entire ownership experienceWelcome Kit, Newsletters, BMW Magazine, Multiple Vehicle Owner programs,The Loyalty Situation,Increase BMW profits through:Increased repurchase by

25、 existing ownersIncreasing the number of BMWs per householdIncreased sales of BMW previously owned vehiclesIncreased use/purchase of BMW FS productsEach program effectiveness measured by control groups: Control Group: Owners who are not sent the communications Test Group: Owners who get the communic

26、ations,Owner Communication Goals,General Goals:Immersion in the BMW ExperiencePromotion of Owners CirclePurchase of BMW accessoriesTo 3 and 4 year BMW owners. Goals:Increase the repurchase rateMultiple BMWs in each householdWidespread use of BMW Financial Services productsTo new BMW owners, Goals:Pu

27、rchase BMW financial services productsCapture information about their preferences, lifestyles, automobile interests, etc. useful for further dialog,Loyalty Building Newsletters,Ongoing collection of news and information of interest to BMW ownersOwner surveys to determine preferences for:News, inform

28、ation, and topicsCommunication Channel (email or print)FrequencyBegin with a printed newsletter to gather email addressesMove to email newsletters as quickly as possibleMultiple offers to generate owner responsePromote the use of Owners Circle,Newsletter Strategy,New productsBMW awardsSports stars t

29、hat drive BMWsRatings by leading car magazinesWhy the BMW engines are superiorThe history of BMWEvent calendarMagazine reprintsSponsorshipsBMW Brand Values,Roadside AssistanceServicing requirementsBMW InsuranceBMW credit cardsBMW AccessoriesDriving EventsBMW trade in pricesBMW Owner ClubsOwners Circ

30、leWorld news featuring BMW,Newsletter Content,BMW Magazine,BMW publishes a high-value magazine to its owners in the first two years after their purchaseBecause of its universal distribution, the magazine can be more than a magazineIt can be a data collection tool for further personalized communicati

31、ons,Magazine Strategy - Before,Capture additional information on customersEmail Addresses Purchase Intentions: owners identifying themselves as entering the purchase cycleAllow BMW owners to purchase merchandiseProvide direction to BMW Online Store for purchasePush registration on Owners CircleEach

32、program effectiveness measured by control groups: Control Group: Owners who are not sent the communications Test Group: Owners who get the communications,Magazine Strategy Today,Extending the Dialogue Prospect Messages,Increase prospect conversion to sell more BMW automobilesProvide a steady flow of

33、 “qualified” leads to BMW CentersMake communications interactiveContinually improve the conversion rates by better prospectingMeasure the conversion rate by Center, Region, Prospect Lifestyle, Income,Goals of the Prospect Management System,Prospects developed from all contact sources:Telephone, Dire

34、ct Mail, Auto Shows, Events, InternetRapidly qualified and scoredCenters receive qualified leads electronically within 48 hours of receiptProspects get BMW message within 48 hoursEvery lead tracked electronically, with daily, weekly, & monthly reports for BMW management on the web,Automated Data

35、base Processes,Scoring models for incoming prospect requests determine priorityFocus on priority A & B prospectsMoving to lower priorities as the systems proves itselfFully integrated creative implementation in both electronic and paper media as well as eventsTest scoring models against anticipa

36、ted response and adjust as neededUtilize a 5% control group for a period of one year for reporting comparisons,Testing and Implementation Strategy,SalesResponseTo electronic vs. paperPredetermined vs. RelationalOffers and incentives Modeling success% prospect conversion (historical)Media preference

37、automated systemCost of programCost of sales,Measurements of the Prospect Program,Measuring success through the dealers,Scored leads sent to each dealerConversions are measured monthlyEach dealer conversation ratio calculatedProgram success measured by comparing dealer to dealer conversion ratioDeal

38、er, Market, Region and National average conversion ratios create measurable benchmarksAbove average dealers manage their leads better,Direct Mail and E-mail integrated communication planAlternating content delivery mediumsEach reinforcing the one that came before itUse of database information to dri

39、ve customization and relevanceEach communication introducing a new piece of the BMW ExperienceAll communications tie in to web activitiesIntegration with off-line and online marketing activitiesProspects given the opportunity to opt-out at any pointProspects removed from program if they purchase a v

40、ehicle,Prospect Program Communications Strategy,Immerse and invite the prospect into the BMW ExperienceReinforce the initial contact with BMWEducate as to the depth of the BrandProducts and ServicesPoint the prospect towards a test drive and the dealerReinforce core marketing communication objective

41、s about:Brand ValuesBrand HeritageProduct attributesThe BMW Ownership Experience,Program Communications Objectives,New productsBMW in the NewsBMW Technology and InnovationBMW SafetyThe history of BMW and BMW Brand ValuesEvent invitationsTest drive incentivesBMW giftsMagazine reprintsBMW Financial Se

42、rvices products,Program Content Objectives,Sell more cars by:Immediate Scoring of ProspectsImmediate electronic Center notification of leadsImmediate communications with the prospectContinually engage the customer in the ExperienceProvide more information on the depth of the BrandReduce the cost per

43、 car soldProvide Management with accurate & timely knowledge of the prospect and sales processIncrease the overall effectiveness of future prospecting programs by learning from this one,Prospect System Benefits,Quick wins: X factor programs,The BMW Database offers a huge opportunity to utilize i

44、nformation to refine BMW programsX Factor programs are built on data mining, and deliver:Highly effective marketing programsIncremental revenue opportunitiesLow cost per saleIncreased customer/prospect contact and satisfaction,X Factor Situation,The Loyalty and Prospect Programs, combined with the d

45、atabase, offer great potential for creative, interactive X factor programs:ContestsPrograms for Women/MinoritiesSpecial EventsReferral ProgramsCertified Previously Owned CarsSecond BMWs in every homeLifestyle ProgramsCongratulatory Mailings to 3+ BMW Owners,X Factor Initiatives,Plus improved reporti

46、ng, query developmentand a half dozen new ideas to be developed and implemented during the year,X Factor: something new every quarter,Identify ways to build relationships with female owners:Bring them to the Brand, and keep them longerAppeal to their unique needsRecognize the purchasing power and in

47、fluence that automotive marketers typically ignoreProvide tools that reduce pre-dealer visit anxietyTailored communications that highlight what women are looking forLive chat support by femalesDevelop a network of female sales reps,X1 Womens Program,Identify households that are prime prospects to pu

48、rchase a second BMWAnalyze multiple purchase householdsTarget groups most likely to purchase a CPO vehicleHouseholds with teenagers or young adultsIdentify seasonality graduation, etc.Test the program on current BMW owners, then roll out to prospects,X2: Certified Previously Owned Program,Identify t

49、hose current owners who are most likely to purchase a new 7 Series BMWInvite these special people to be among a small group who are allowed to preview the new 7 seriesAppeal to their appreciation of inclusion by asking for their feedback and opinionAllow them to be among the first to test driveNotif

50、y them periodically of the status of the vehicle,X3: Series 7 Launch,Identify those current owners who are most likely to purchase the MINICreate a unique lifestyle message to these ownersAppeal to the early adapterFocus on active lifestylesGet them to preview on the web and opt in to marketing messages,X4: Mini La