Customer Experience Management for SM Advantage

SM is by far the largest retail conglomerate in the country. As a natural extension, it manages one of the most popular loyalty programs – the SM Advantage Card. With a membership base in the several millions, much of the programs marketing efforts revolve around these key customers. With millions of customers, thousands of brands, hundreds of retail stores and branches and an extensive partnership community, one can imagine the web of complex integrated marketing function that an advanced marketing department needed to manage. Throw into that mix the need for omni-channel customer engagement. They turned to Kpability to help them build, manage and execute their marketing campaign management and omni-channel customer engagement programs, as well as implement and deploy leading marketing automation and analytics solutions.

Services Provided

  • Customer analytics and insights
  • Customer Journey Maps
  • Customer Experience Management roadmap
  • Omni-channel Marketing Automation solution and implementation
  • Managed Services along Customer Analytics and Campaign Management