amway xrm innovation “ abo obsessed . . . experience driven”
DESCRIPTION
Oracle OpenWorld 2014 Driving Business Transformation with Oracle’s Siebel Loyalty. Amway XrM Innovation “ ABO obsessed . . . eXperience driven”. Global Headquarters in Ada, Michigan Founded in 1959 by Rich DeVos & Jay Van Andel Operate in over 100 countries - PowerPoint PPT PresentationTRANSCRIPT
Amway XrM Innovation“ABO obsessed . . . eXperience driven”
Oracle OpenWorld 2014Driving Business Transformation with Oracle’s Siebel Loyalty
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• Global Headquarters in Ada, Michigan• Founded in 1959 by Rich DeVos & Jay Van Andel• Operate in over 100 countries• Over 10 million active ABOs (Amway
Business Owners) & 4 million Members
Digital ChannelsPhysical PresenceEventsCustomer CareField ServicesTraining
Product CampaignsBrand Campaigns
MerchandisingPromotions
Segment Prgms.Mentoring Prgms.Business Process
Business Tools
Order CaptureOrdering Process
PaymentOrder Mngmt
Steering TeamVisionGoals
XrM Operational Model
Objectives, Strategies, Roadmaps
Obj
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ives
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bjectives, S
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Objectives, Strategies, RoadmapsSupport:PersonalizationCampaign ManagementLoyalty ProgramsAnalytics/Insights
Programs that create meaningful experiences for our ABOs and Customers
Programs that create meaningful experiences for our ABOs and Customers
Delivery vehicle(s) for ABO and Customer experiences
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Sie
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• Engages Registered Customers or Members NOT ABOs
• Goal: Improve customer retention • Implemented in June 2010
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A Member is eligible to accrue and redeem points and coupons through the Loyalty programo Points are accrued by placing regular orders or
when qualifying for a bonus promotiono Coupons / vouchers are issued with qualified
promotionso Points and/or coupons are redeemed in the form
of a discount when making purchases Promotions include:
o Regular order-based points accrual 2% of total order amount in points via web
and mobile channels 1% via call center and point of sale
o Redeem points for discount: 1 point = 1 yeno Birthday Double Points: bonus awarded during
member’s birthday montho Second and Third Order Coupono eCRM Web Alerts
Integrates with web site, legacy call center platform, legacy AS/400 order management system and distributor management system
Integration layer leverages Oracle SOA Suite 11g Powerful real-time and batch loyalty engines,
combined with SOA Suite integrations, has resulted in low ongoing support and maintenance costs
Amway Loyalty Program