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By Database Marketing Team July 2011. Customer Communication Report. Introduction. Customer Communication Report is intended to provide statistical analysis to evaluate the electronic communication with our customers, prospects, partners and employees through Aprimo. Monthly Summary

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By Database Marketing TeamJuly 2011

Customer Communication Report


Introduction
Introduction

  • Customer Communication Report is intended to provide statistical analysis to evaluate the electronic communication with our customers, prospects, partners and employees through Aprimo.

    • Monthly Summary

      • Contact Type

      • Email Overload

      • Email opt-out

      • Opt-out rate

    • Overview of last 12 months

      • Aprimo Usage

      • Total email sent

      • Number of opt-out

      • Opt-out rate


Challenges
Challenges

  • Spam filter technology evolving to block access to the target audience

  • Message overload

    • People receive more and more commercial emails from different sources

    • Over communication can lead to desensitization of our message and possible unsubscribes

  • Legal constraints protect recipients from spam emails when they unsubscribed.

    • The CAN-SPAM Act, a law that sets the rules for commercial email, establishes requirements for commercial messages, gives recipients the right to have you stop emailing them, and spells out tough penalties for violations.


Solutions
Solutions

  • Target audience accurately

    • Segment audiences for special messages (vertical, country, type…)

    • Eliminate Duplicates

  • Frequency of communication

    • Coordinate multiple campaigns

  • Increase the effectiveness of messages

    • Consolidate message template

    • Localize messages to specific audiences

  • Legal compliance

    • No communication with unsubscribers



Type of contacts
Type of Contacts

A total of 42,483contacts received our messages in July 2011

# of contacts increasing in July due to Webinars coming back

2 contacts with unknown region


Number of emails sent by region
Number of Emails Sent By Region

A total of 82,185emails were sent – July 2011

Invitations on 2011 Greater China User Conference

2 contacts with unknown region


Email frequency
Email Frequency

The frequency of emails received by region – July 2011

75% of contacts received 1-2 emails

Contacts

2 contacts with unknown region


Are we spamming our customers
Are We Spamming our Customers?

  • Ms.  Jenny Lai, System Coordinator at Chiaphua Components Limited : 9 emails in July 2011.

    • 4 Emails on Greater China User Conference (2 Pre-announcement & 2 Invitations)

    • 3 webinar invitations

    • 1 regional e-Newsletter

    • 1 Customer Satisfaction Survey follow-up

  • 2 emails per week on average – Message Overload


Are we spamming our customers1
Are We Spamming our Customers?

  • Gerard Lenz, MP&L assistant at Belplas Industries: 7 emails in July.

    • 2 emails on North NL BI Workshop

    • 2 Webinar Invitation Emails

    • 2 regional campaign emails (2 language versions)

    • 1 Community News

  • 1.5 emails per week on average – No Message Overload


Last email received by july opt outs
Last Email Received by July Opt-Outs

  • “QAD Ready Now! Uplift (Run the latest .NET UI on eB, eB2 and eB 2.1)” with 26 contacts opting out, and a total of 8,816 targeted contacts, for an opt-out rate of 0.3%(average opt-out rate: 0.1%)


Who opts out
Who Opts-Out ?

  • 69% of all opt-outs are non-management people

  • 18%are managers/directors


Opt out monthly view
Opt-Out Monthly View

200 opt-outs from “Reminder: QAD Customer Satisfaction Survey”

The number of opt-outs decreased due to fewer emails sent


Number of contacts receiving emails
Number of Contacts Receiving Emails

No Email Campaign in NA after Explore



Number of unique email messages
Number of Unique Email Messages

Series of Explore emails & Global Customer Satisfaction Survey

# of Email Messages increasing due to QAD Uplift, BI campaign & China User conference


Total number of emails sent
Total Number of Emails Sent

Series of Explore emails & Customer Satisfaction Survey sent to large audience set

The number of emails dropped down due to No Email Campaign in NA after Explore


Email Opt-Outs – Raw Count

200 opt-outs from “Reminder: QAD Customer Satisfaction Survey”

Num of opt-outs decreased dueto fewer emails sent out in June


Number of opt out vs total email sent
Number of opt-out vs. Total Email Sent

Opt-out rate

Similar trend as Email opt-outs



Total number of email sent
Total Number of Email Sent

AP User Day / Value Day -Sep & Oct,

EMEA customers back from summer break season


Email opt outs raw count
Email Opt-Outs – Raw Count

200 opt-outs from “Reminder: QAD Customer Satisfaction Survey”

  • The number of opt-outs in 2010 has the Similar trend as 2009



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