NEWS

The Forrester Wave™: Customer Loyalty Solutions, Q3 2017


Highlights from this report:

  • Merkle Loyalty Solutions bundles creative strategy and self-service technology.
  • Customer references like the self-service aspects of the platform, Merkle Loyalty Solutions’ creative approach to loyalty strategy, and the level of its thought leadership.
  • Both Epsilon and Merkle Loyalty Solutions have capabilities to help clients more effectively leverage loyalty data to fuel life cycle interactions through integration with advertising technology (adtech) platforms and larger CRM strategies.
  • The 2017 launch of Merkle Loyalty Solutions represents the final step in the merger of 500friends’ SaaS technology platform and Merkle’s CRM and services capabilities. Clients we spoke to that weathered the transition described it as “seamless,” and feel that the two sides of the business are well-synched.
  • Merkle Loyalty Solutions’ investments focus on better integrating capabilities in addressable media and CRM, enhancing platform security, and improving the platform’s ability to support advanced analytics, personalization, and global programs.

Merkle Loyalty Solutions received the highest scores possible in:

- Member profiles, tiers, and segmentation

- Offers and promotions

- Rewards and redemption

- Technology platform scalability and complexity

- Technology platform reliability

- Training and support

- Campaign management

- Performance management

- Revenue growth

- Customer retention


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