Siebel Loyalty Administration Guide > Overview of Siebel Loyalty >

About Siebel Loyalty

Siebel Loyalty allows companies to build customer loyalty by creating reward programs and promotions. For example, it can be used to create and manage:

• Frequent-flyer programs for airlines.
• Supermarket programs that give bonus points to shoppers.
• Programs that give bonus points to retailers based on their sales of a manufacturer's products.

Any of these programs can include promotions, which give members extra rewards for specific behavior. For example, a promotion may give members bonus points for purchasing a specific product during a specific month.

Siebel Loyalty Members

The members of loyalty programs can be:

• Individuals. For example, frequent flyer programs typically enroll individuals.
• Households. For example, a grocery store or retail store might enroll an entire household in a loyalty program, so the household gets the bonus no matter which member of the family makes purchases.
• Accounts. Loyalty programs may enroll customer accounts and partner accounts. Your customer accounts can join as members of loyalty programs to get bonus points when they purchase your products. Your partners can also join as members, so they can get incentives for reselling your products, for taking training courses, or for other behavior.

Siebel Loyalty Users

Siebel Loyalty can be used by:

• Your Employees. Your salespeople and member service representatives can enroll customers as members in loyalty programs, sell products that give rewards to members, redeem members' rewards, and resolve members' service requests.
• Partners. Your partners can use the Siebel Loyalty Partner Portal to work with Siebel Loyalty through the Web. If it is appropriate to your business model, partner companies can deal with members in the same way that your own employees can. For example, in the automobile industry, it is typical for dealers to sell products to customers and enroll customers as members in reward programs. Loyalty programs can also be aimed at partners. For example, you can reward partners based on their sales of your products.
• Customers and Members. Customers can use the Siebel eLoyalty to sign up as members in programs through the Web. Members can use eLoyalty to check their point totals, redeem their rewards and perform other activities through your Web site.

All of these users share information in the same database, and they are all able to view information that the others entered when appropriate. For example, when members use eLoyalty to self-enroll, your employees can see the information they entered, so you can provide these members with service. If a partner enters a transaction, your employees will be able to see that transaction, but other partners will not.