Understanding online customers

SAS® Customer Intelligence gives SAS a 10 percent jump in conversion rates

The explosion of digital technology has not only changed the way we communicate with our friends, families and bosses, it has practically redefined the relationship between vendor and customer. And with so much product and vendor information just a click or a tap away, the customer is more informed than ever. And empowered.

Buyers have instant access to every piece of marketing material about you – and your competitors. They can solicit and receive real-time opinions about you from their peers and colleagues – and complete strangers – across the company, across the industry and across the world.

"Online is where prospective buyers will indicate that there is a sales opportunity and tell you what their distinct business issues are – and, often, it's the first time they engage with a vendor," explains Matthew Fulk, Senior Manager of Database Marketing at SAS. "Buyers expect marketers to listen and, in return, deliver relevant content."

Buyers expect marketers to listen and, in return, deliver relevant content.
SAS Matthew Fulk

Matthew Fulk
Senior Manager, Database Marketing

Game-changing results

To engage prospects in meaningful two-way conversations online, Fulk's team uses SAS® Customer Intelligence, including SAS® Marketing Automation for effective, efficient campaigns and SAS® Digital Marketing for relevant e-mail messaging.

"We implemented a lead-nurturing strategy that tracks and acts upon online behavior, automates communications to prospects, scores Web leads on their likelihood to respond favorably and improves lead-to-open-sales conversion rates," Fulk says. "We use predictive analytics to evaluate a customer's propensity to buy, to create analytical segmentation and to provide cross-channel optimization. All of these technologies enable sophisticated, game-changing capabilities in the world of B2B digital marketing."

Using SAS to manage lead processes, Fulk's team saw a 10 percent jump in conversion rates. Click-through rates soared more than four-fold and campaign response rates improved more than 100 percent.

Using SAS® Marketing Optimization, the team slashed targeted blast lists by an average of 48 percent, thus lowering opt-out rates by 43.75 percent and increasing click-through rates by 15.56 percent.

100 data elements, three silos

Results like those require you to know every single customer and prospect, individually and uniquely, across all channels. When implementing a lead-nurturing strategy, your first challenge is to identify all your data sources.

"At SAS, we developed a set of business requirements around disparate data and built a centralized data mart that holds key information about customer and prospect behavior," Fulk says. "We identified three distinct data sources: web database, sales database and marketing interaction database – and we needed 100 data elements from these sources to address our business requirements."

The project's fundamental business requirements included:

  • Contact-level information – track and score individual downloads and behavioral data; track, automate and report all e-mail communication to individual contacts.
  • Account-level information – score information about the enterprise, including company size and industry.
  • Sales-related information – automate the lead-passing process; score information about current and previous sales; and track and report the lead lifecycle.

Know who's ready to buy

A sound scoring method helps separate casual browsers from active buyers. "It is important to collaborate with the sales organization to agree upon a sales-ready score," Fulk explains. "This is the agreed-upon score between sales and marketing at which leads will be passed." Assign points to job title, job function, industry, and company size. And assign points to individual downloads for materials like white papers, demos, and webinars. Define which actions your scoring model should prompt – "hold," "nurture," "pass to sales" – and assign a point range to each. "SAS implemented a process called Automated Lead Management, which is critical to the nurturing project," Fulk says. "Once a lead scores high enough to be 'sales-ready,' the program immediately passes it to the right sales rep for prompt follow-up. No leads are left on the table."

Technologies in tandem

For web visitors who fall into "nurture" category, Fulk relies on SAS to track their online behavior and to automate e-mail communications according to next-best-offer in the nurturing cycle. "When visitors are on the SAS website and downloading content about a specific topic, this triggers the next best e-mail communication within that same topic area," he says. "SAS Marketing Automation created and automates the nurturing campaign logic, and SAS Digital Marketing automates e-mail communications. They work together to handle campaign automation and e-mail marketing all from one interface."

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  • Reduced targeted blast lists by an average of 48%, thus lowering opt-out rates by 43.75% and increasing click-through rates by 15.56%.
  • Double-digit increase in lead-to-sales-opportunity conversion rates, four-fold jump in click-through rates, 100% increase in campaign response rates

Les résultats présentés dans cet article sont spécifiques à des situations, problématiques métiers et données particulières, et aux environnements informatiques décrits. L'expérience de chaque client SAS est unique et dépend de variables commerciales et techniques propres, de ce fait les déclarations ci-dessus doivent être considérées dans un contexte. Les gains, résultats et performances peuvent varier selon les configurations et conditions de chaque client. SAS ne garantit ni ne déclare que chaque client obtiendra des résultats similaires. Les seules garanties relatives aux produits et services de SAS sont celles qui sont expressément stipulées dans les garanties contractuelles figurant dans l’accord écrit conclu avec SAS pour ces produits et services. Aucune information contenue dans le présent document ne peut être interprétée comme constituant une garantie supplémentaire. Les clients ont partagé leurs succès avec SAS dans le cadre d’un accord contractuel ou à la suite de la mise en œuvre réussie du progiciel SAS. Les noms de marques et de produits sont des marques déposées de leurs sociétés respectives.

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