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Independent Study Highlights Value of Customer Lifetime Engagement for Ecommerce Organizations

Sailthru, the only customer interest-based automated personalization platform, today announced a study conducted by Forrester Consulting1 that analyzes the company’s Total Economic Impact (TEI) on one ecommerce organization. The ecommerce organization partnered with Sailthru to replace three marketing technology vendors – including a market leading email service provider – and a homegrown recommendation engine, resulting in a 123% return on investment, 7.5% increase in incremental revenue and a 7% decrease in disengaged customers. To download the full report please visit:

The TEI study on Sailthru evaluated the cost, benefits, flexibility and risks associated with the deployment of the company’s automated personalization platform. For other ecommerce organizations evaluating marketing technology partners, the study provides a framework to understand Sailthru’s potential business impact. The Sailthru customer that Forrester worked with to complete the study can be identified as an ecommerce organization that provides digital storefronts for several clothing distributors. The company has annual sales of $75M and is growing 16% annually with a significant marketing emphasis on email and contextual recommendations based on the behavioral and interest data that Sailthru enables the organization to access and analyze.

Using Sailthru, the organization experienced many strategic and financial benefits:

  • Transitioned from a linear analytics cycle to a dynamic analytics model.
  • Drove incremental revenue of $14.2M or 7.5%.
  • Consolidated vendors from three to one, realizing avoided costs of $2.1M.
  • Increased the value of the average customer engagement and realized an increase in spending by existing and new customers of 7.5%.
  • Reduced the overall level of disengaged customers and saw a reduction in the rate at which customers disengaged from 13% to 6% per month.
  • Transitioned to a vendor that priced by engagement (versus volume of marketing communications) creating business goal alignment between vendor and organization.
  • Retired its homegrown recommendation engine that was costing 100s of thousands of dollars.

“We have long been in awe of the results our clients see when they deploy Sailthru as their omnichannel marketing solution of choice. It made sense to have that impact analyzed, quantified and presented publicly by a notable third party such as Forrester so that ecommerce companies don’t have to only take our word for it,” said Neil Capel, CEO and Founder, Sailthru. “The results of the TEI study should be inspirational to any ecommerce organization that understands the revenue opportunity of customer engagement and long-term retention.”

About Sailthru

Sailthru, the only customer interest-based automated personalization platform, is driving a major shift in how companies engage with their individual customers and optimize their revenue opportunities. Through the automated analysis of large data sets, Sailthru Smart Data® generates and delivers personalized, omnichannel digital brand experiences. Sailthru-powered 1:1 relationships with consumers drive higher revenue and conversion for more than four hundred enterprises including, Rent the Runway, Alex and Ani, Thrillist/JackThreads, Everlane, The Economist, Huffington Post and Business Insider.

Founded in 2008 by Neil Capel, Ian White and Chris Chapman and headquartered in New York City, Sailthru is recognized for its industry-leading practices promoting consumer privacy and security by the Online Trade Association (OTA) and is on their 2013 Honor Roll. Sailthru has been named #30 on the annual Inc. 500|5000 list of the fastest-growing private companies including #2 in NY and #6 in the advertising and marketing category. For more information, please visit

1 The Total Economic Impact™ Of Sailthru, a June 2014 commissioned study conducted by Forrester Consulting on behalf of Sailthru

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