Teradata Corp, a analytic data platforms, applications and services provider, through its Teradata Applications division, has announced the general availability of Customer Interaction Manager (CIM) in the Cloud. The offering is a data-driven marketing solution that enables real-time, dialogue-based customer interaction across the spectrum of digital and traditional communication channels, promising an extensible “customer interaction hub” for the entire global enterprise.
Whether deployed in the Cloud or on-premise, Customer Interaction Manager offers integrated inbound and outbound messaging which yields the ability to choreograph and execute multi-step customer “conversations” across multiple digital and traditional channels. These unique capabilities are helping businesses worldwide to truly engage with their customers and make marketing budgets go further, all by improving communications that drive retention and sales through timely and relevant communications and offers that drive unprecedented responses and click-through rates.
“By leveraging this technology and expertise, we are developing a better understanding of how our consumers want to engage with P&G, so that we may make communications more relevant to foster meaningful and lasting consumer relationships,” said Andy Walter, Vice-President of Global Business Services (GBS), Procter & Gamble.
“Old school” marketing was focused on outbound campaigns, as opposed to true customer interaction. To be successful in today’s era of data-driven marketing, marketers need to interact with customers digitally, in real time and on the customer’s terms. And this calls for blending offline customer data with inbound real-time data — from call centers, web sites, social communities and more — to establish a relevant and meaningful dialogue that reinforces the company brand while allowing the customer to retain control.
“Businesses everywhere run costly and sophisticated marketing campaigns to get the attention of their customers, yet much of that money and effort is wasted because it’s a one-way street – outbound only,” said Gonzalo Hidalgo, General Manager, IMM/CIM for Teradata Applications. “Teradata Customer Interaction Manager makes marketing the two-way street it should be, and helps drive revenue by combining insights from digital and offline campaigns alike to form a 360-degree view of all customer interactions.”