J2 Global /

Content, CRM

J2 Global

 

Challenge

To develop and personalize customer relationships as all the current customer relationships were nearly identical throughout the complete customer journey lifecycle. Previously, email communications with customers were one-size-fits-all and product/service focused. J2’s direct email campaigns were manually triggered for onboarding, cross-sells, upsells, win-backs, declining usage. 

 

Approach

Our first priority was to implement marketing automation systems for all email communications. We developed various email programs across each stage of the customer lifecycle, fully automated and personalized based on usage, contract type and duration and engagement history. 

 

Results

  • J2 is expanding the pilot to all brands and seeing double-digit improvements in abandoned cart, cross-sell, and up-sell performance.
  • Email communication moved from a direct email approach to a NBO (Next Best Offer Engine) within and across the different product lines.
  • J2 is expanding the pilot to all brands and is seeing double-digit improvements in abandoned cart, cross-sell, and up-sell performance.

 


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