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Tracking Offer Rejections

Offer Groups provide a way to track acceptance or rejection of similar offers across different channels. Offer groups appear in the Offer Groups view.

Creating an Offer Group

To create a new offer group, make sure the offers you want to include have been created, create a new offer group, and add the existing offers. Adding or deleting offers adds or removes them from the group, it does not create a new offer or delete an existing offer.

To create an offer group

  1. From the application-level menu, choose View > Site Map > Offers > Offer Groups.
  2. In the Offer Groups list, create a new record.
  3. In the Offers list, create a new record.
  4. In the Pick Offers dialog box, select the offers that you want to add to the offer group and click OK.

Suppressing Offers in a Group

For each offer group, the Group Suppression must be either enabled (default) or disabled. When group suppression is enabled, then the rejection of one offer in the group by a customer will suppress the other offers in that group for that customer. This is particularly helpful when the offers are similar across the multichannel environment. When group suppression is disabled, offers in these groups are not tracked. If you experience problems when tracking an offer group, you may want to disable group suppression (not delete the offer group) until the problem is resolved.

For example, a customer is not interested in a call center offer for a mortgage because they have just purchased a home. This is a missed opportunity, but even worse would be to make the same customer the same offer over again in another channel. Because the Web and call center offers can be linked together in an offer group, the rejection of a call center offer automatically suppresses the web content, which increases the likelihood that the customer will be exposed to an offer which will actually be of interest.

Changing Offer Group Suppression Behavior

The My Offer business component uses the Rejected Offers business component to control offer group suppression behavior. When you enable suppression for an offer group, the My Offer business component suppresses all offers if any offer in that group has a response of type Rejected.

This behavior is controlled by the search specification property of the Rejected Offers business component. The default search specification is:

[Response Type] = LookupValue( "COMM_RESPONSE_TYPE", "Rejected")

You can specify more than one response type for the lookup value. For example, You might want to suppress all other offers in a group if the customer rejects or makes a purchase in response to an offer.

To suppress a group of offers based on a rejection or a purchase, change the Rejected Offers search specification property to:

[Response Type] = LookupValue( "COMM_RESPONSE_TYPE", "Rejected") OR

[Response Type] = LookupValue( "COMM_RESPONSE_TYPE", "Respondent purchased")

NOTE:  After you modify the search specification in Siebel Tools, you need to recompile the SRF file.


 Siebel Marketing Guide 
 Published: 23 June 2003