ClickTruth Insight&trade Retention Optimizer: Tag, Learn & Retain


Preventing Defections and Winning Back Customers:

The Click Truth Retention Optimizer™ is a hosted (SaaS) solution ideal to formulate one-to-one Retention Marketing (win-back) offers to customers who recently cancelled their membership or abandoned their normal purchase behavior on your site. Rather than wondering, "How many former customers will I win-back with a 20 percent off promotion?", Click Truth clients know, "What did Dave most like about my service, and what combination of content and savings must I offer Dave to win back his business?"

The Click Truth Retention Optimizer™ mines the usage, patterns and preferences within the specific customer's Click Truth Profile to deliver a personalized win-back offer most likely to succeed. This automated process for delivering one-to-one Retention Marketing messages is called Behavioral Retargeting. Since the cost to acquire a new customer is on average five times greater than retaining an existing or former customer, the Click Truth Retention Optimizer™ delivers substantial value.

How it Works:

The CT Retention Optimizer upgrades the CT Loyalty Optimizer to manage personalization of websites and messages for the entire customer lifecycle, beginning with signup through Retention Marketing (win-back) offers. It uses the CT Profiling Engine and the CT Decision Engine to instantly personalize content display on cancel pages and within win-back offers based on each customer's Click Truth Profile.

Rather than approaching all customers with the same win-back offer, the CT Retention Optimizer personalizes the entire Retention Marketing effort in a customer-centric manner.

As Mr. Blue continues to use his personalized landing page, Mr. Blue's Click Truth Profile becomes much more refined. The Click Truth Retention Optimizer uses special SmartTags to determine if Mr. Blue's usage pattern changes in such a way as to suggest he may soon quit your service.

If the Click Truth Retention Optimizer expects Mr. Blue may soon quit your service, the Decision Engine can send you signals to offer Mr. Blue additional content or aspects of your service that matches Mr. Blue's profile. These gestures may prevent Mr. Blue's defection.

The Click Truth Retention Optimizer can also trigger messages to be sent to Mr. Blue if it suspects Mr. Blue may soon quit your service. These messages would be personalized with offerings or specials that match Mr. Blue's profile. These gestures may prevent Mr. Blue's defection.

When customers in fact quit your service, the Click Truth Retention Optimizer uses their Click Truth Profile to determine which win-back offer may be most effective for Mr. Blue or Mr. Red. Since Mr. Blue and Mr. Red used your services differently and have different preferences, each former customer should receive a win-back offer (including additional content, features or price breaks) that reflect their Click Truth Profile. Personalized win-back messages with customized offers improve the likelihood that you can retain or win-back each customer's business by treating them as individuals and offering them benefits that best match their Click Truth Profile.

Benefits of CT Retention Optimizer:


  • Improves sales growth by retaining or winning back former customers
  • Enables you to proactively detect early customer defection patterns giving you time to intervene before a cancellation or defection occurs
  • Enables you to determine what may prevent a defecting customer from leaving by providing them additional offers based on their profile
  • Enables you to personalize retention marketing efforts to each customer based on their Click Truth Profile
  • Enables sites to present customer specific cancellation and win-back pages which prevents abandonment
  • Enables you to send win-back offers comprised of content displays from several sites into a "virtually personalized site" customized to best please each customer
  • Enables you to send win-back offers comprised of third party content displays blended with your own content into a "virtually personalized site" customized to best please each customer
  • Enables you to calibrate price discounts within win-back offers based on the Click Truth Profile and the "normal" level of activity each customer showed before their usage pattern degraded


    • Pricing:

  • Subscription rates include a fixed monthly fee with an associated usage allocation and overage rates based on the volume of server calls per month
  • Subscriptions are annual and include technical support and service upgrades
  • Available in Small Business Edition, Large Business Edition and Network Business Edition with favorable activity based volume price breaks
  • Implementation Fees which vary based on Edition


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