Sailthru Announces Record‑Setting Growth As Retail and Media Brands Embrace Retention as the Critical Driver of Profitability
By Jason Grunberg | January 26, 2016
Everyone at Sailthru is proud to share our announcement that we’ve achieved record performance across multiple corporate metrics from 2012 - 2015. In 2015 alone, personalized email send volume topped 68.5 billion messages, representing 94% growth over 2014 and making Sailthru the largest sender of personalized email in the world. This rise follows Sailthru’s increase of market share among the largest retailers and media companies by 80% and 70%, respectively, since 2014.
Sailthru’s predictive data has demonstrated that up to 95% of future revenue will come from as little as 5% of a brand’s existing customer base. When combined with data from leading analyst and consulting firms, including Forrester Research, Gartner, and Bain & Company, the latter of which reports that a 5% reduction in churn can increase profits by 5 to 95%, validates the opportunity for further investment in retention-focused strategies and technologies.
“When companies focus their efforts on retention, they create significant opportunities to outperform their peers” said Neil Lustig, CEO of Sailthru. “Modern marketers understand that human connections matter now more than ever before. At Sailthru, by connecting with customers as individuals, a marketer can deliver a better and more relevant experience that also optimizes every revenue opportunity. Moreover, many of our marketers now use our predictive analytics capabilities to power profitable customer acquisition strategies based on retention data. By comparison, legacy technologies are prehistoric, inexact, and unresponsive to the changing consumer landscape. We have a relentless focus on customer success, which parallels the increasing focus on retention and customer lifetime value among leading retail and media companies.”
Key Corporate and Technology Highlights
2015 was Sailthru’s inaugural year on Deloitte’s Technology Fast 500 list for North America. Sailthru’s #88 ranking was the highest ranking received by a marketing technology platform specializing in personalization, automation and cross-channel experience management. 2015 revenue continued to increase from new customer acquisition and retention, with Sailthru posting a net dollar retention rate of more than 100% in the last two quarters of 2015 as existing customers expanded use of Sailthru’s product and services.
Retail and media companies comprise more than 95% of Sailthru’s customer base. Since 2014 we significantly grew our market share among the largest companies in both industries. Internet Retailer releases an annual index of the 1,000 largest online retailers and our penetration rose 80% within that cohort. Similarly, comScore provides marketing data and analytics on the world’s largest publishers, and our penetration of the top 2,000 global publishers increased by 70%.
Volume and Stability
We’ve made significant achievements in both volume and stability in 2015 to the Sailthru Customer Retention Cloud.
• The customer retention platform now manages 1,622,196,701 unique worldwide consumer profiles.
• Total email send volume grew 94% YOY from 35.3 billion in 2014 to 68.5 billion in 2015 – Sailthru is now the largest personalized email sender in the world.
• We supported customers by helping them achieve their marketing goals with the execution of 2,095,037 distinct marketing campaigns through its platform in 2015, representing a 74%increase YOY from 2014.
• During the retail holiday season from mid-November to the end of December Sailthru delivered 11.3 billion personalized email messages with 100 percent API and UI uptime
According to a recent study by Retail TouchPoints, 55% of marketers cite customer data volume as an extreme or significant barrier to improving customer experiences and messages across channels; however, 82% of US and EMEA senior marketers plan to increase spending this year on multichannel campaigns as reported by LEWIS. In 2015, we continued to deliver innovative solutions to the market in response to ongoing challenges and the growing importance of channel integration including new product enhancements that:
• Enable cross-channel personalization of email, onsite, and mobile experiences in real-time, resulting in higher revenue per
• Predict 365 day revenue per customer, enabling better revenue forecasting and optimization
• Expand our retention analytics capabilities which empowers marketers to take the long-term view and combat short-term decisions
• Improve platform ease-of-use for rapid adoption of its full capabilities
In June of 2015, we launched our partner program, Compass, which now comprises over 50 companies across commerce, payments, CMS, CRM, advertising, and fulfillment, and includes Facebook, WordPress, and Magento. Customers can activate dozens of prebuilt integrations, including Demandware and hybris, to easily leverage Sailthru’s powerful customer retention solution with these core web platforms.
Like any great company, our customers are our number one priority, and the growth we achieve is fueled by their partnerships. Here is a snapshot what some of our customers had to say about working with us in 2015.
“We’re extremely focused on customer retention at JustFab. It is much more cost effective to retain a customer than it is to acquire new ones. We want to make sure that everything we put in front of them is relevant with the goal of retaining them. So it goes hand in hand with the tactic of personalization, the goal of retaining our members for as long as we can, and generating and growing their customer lifetime value. Sailthru definitely helps us with our retention efforts and Sailthru has really been the first company that has been a true partner to us.” Monica Deretich, Director of CRM, JustFab
“In today’s day in age where you have a ton of data available to you, you have to know how to use that to personalize an experience for the consumer. If you’re not doing that, you’re losing. Consumers are expecting to be delivered online content when and where they want it. I don’t think that each technology that’s available can deliver on that onetoone personalization. We looked at a number of solutions and although they promised personalization it was really segmentation. And that’s what Sailthru can do: really dig in on a onetoone basis and allow us to individualize in that way.” Keith Ferry, SVP of Digital, The Blaze
“Sailthru is not just a technology company, it’s a competitive differentiator. While the larger marketing clouds move quickly, we needed to move faster. Sailthru allowed us to level jump to where we needed to be, and what they have coming to market will allow us to once again make another jump. Not only are they ahead, but with the products being fully integrated—legacy vendors just can’t compete.” Taylor Reynolds, Director of Ecommerce, The Clymb
Increasing Traffic From Email
Email is (or should be) the most important channel to any modern media company, from legacy publishers to digital-first players. Brands that don't treat it as such are missing on a huge opportunity to increase traffic and ultimately, revenue. Sailthru is here to help, with this guide we developed alongside our Media Advisor, Allison Mezzafonte.
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