Case Study: Cleveland Cavaliers improve fan targeting with W-Systems Sugar Market

Boosting Fan Retention, Merchandise Sales, and Improving Customer Service With Sugar Market

The Cleveland Cavaliers worked with W-Systems to strengthen fan engagement and improve marketing performance as they entered the 2013 NBA season. Their challenge was to increase ticket sales, enhance the fan experience, and better target fans with more effective campaigns.

W-Systems implemented Sugar Market marketing automation, integrated with Microsoft Dynamics CRM, to support lead scoring, email and drip campaigns, online surveys, and web tracking. As a result, the Cavaliers were able to run more campaigns at lower cost, better measure ROI and fan interest, and achieve higher fan retention, increased merchandise sales, improved customer service, and more cost-effective renewals.

Cleveland Cavaliers

Damion Chatmon

Director of Business Intelligence