Managing real-time interactions beyond customer lifetime value
Posted: Wed Feb 12, 2025 9:13 am
Real-time interaction management 1
Born from the approach proposed by Rusty Warner, the Real-Time Interaction Management (RTIM) model, which, as its name suggests, makes real-time customer interactions, predictive modeling and machine learning the foundations on which to build personalized and valuable customer experiences in an omnichannel perspective.
Formally defined as “ an enterprise marketing technology that delivers contextually relevant experiences, value, and utility at the right moment in the customer lifecycle through preferred customer touchpoints,” real-time interaction russia mobile database management is based on key aspects such as:
user recognition from an omnichannel and cross-site perspective (read identity resolution );
context , i.e. everything concerning the customer, from historical data to information collected in real time ;
the experience , i.e. the analysis and business strategies that are essential to define the activities needed to engage the user in the next steps;
orchestration , i.e. the activation of the different personalization activities
in the most relevant touchpoints online and offline;
optimization , reporting and information to improve and optimize different activities and improve performance.
It is easy to understand that in a Real-Time Interaction Management context, centralized data collection and management play a crucial role. It is indeed thanks to the possibility of having a unified, up-to-date and real-time customer view that advanced profiling and segmentation activities are implemented, first, and strategies aimed at creating personalized and valuable customer experiences, second.
Born from the approach proposed by Rusty Warner, the Real-Time Interaction Management (RTIM) model, which, as its name suggests, makes real-time customer interactions, predictive modeling and machine learning the foundations on which to build personalized and valuable customer experiences in an omnichannel perspective.
Formally defined as “ an enterprise marketing technology that delivers contextually relevant experiences, value, and utility at the right moment in the customer lifecycle through preferred customer touchpoints,” real-time interaction russia mobile database management is based on key aspects such as:
user recognition from an omnichannel and cross-site perspective (read identity resolution );
context , i.e. everything concerning the customer, from historical data to information collected in real time ;
the experience , i.e. the analysis and business strategies that are essential to define the activities needed to engage the user in the next steps;
orchestration , i.e. the activation of the different personalization activities
in the most relevant touchpoints online and offline;
optimization , reporting and information to improve and optimize different activities and improve performance.
It is easy to understand that in a Real-Time Interaction Management context, centralized data collection and management play a crucial role. It is indeed thanks to the possibility of having a unified, up-to-date and real-time customer view that advanced profiling and segmentation activities are implemented, first, and strategies aimed at creating personalized and valuable customer experiences, second.