View
733
Download
0
Category
Preview:
Citation preview
Data is your New Oil, Identity is your Faster Horse
Spencer Altman, Head of Business Consulting
“A new research report on marketing analytics shows that brands plan to increase their spending on the category by a
whopping 73 percent over the next three years. For big market cap B2C companies, it’s closer to a 100 percent
increase.”
Source : http://venturebeat.com/2015/08/21/new-research-companies-plan-to-massively-increase-spend-on-marketing-analytics/
Zalando buys Fashion Event Organiser ‚Bread & Butter‘
-- June 2015
Source : http://www.gala.de/beauty-fashion/fashion/fashion-week-berlin-die-
highlights-der-modewoche_1279665_225720.html
Source : http://www.internetworld.de/technik/database-marketing/telekom-
gruendet-tochterfirma-emetriq-1002483.html
Media Company attempts to buyPrice Comparison
Source : http://www.sueddeutsche.de/wirtschaft/medienkonzern-pro-sieben-sat-erwaegt-verivox-uebernahme-1.2357147
Source : http://www.wsj.com/article_email/can-google-outsell-amazon-and-ebay-1431730741-lMyQjAxMTE1ODEwNTYxMTU2Wj
Source : http://www.retaildetail.eu/en/eur-europe/eur-general/item/17595-google-and-facebook-gain-access-to-bank-account-information
“If I had asked my customers what they wanted, they would have said a faster horse.”
-- Henry Ford
What is your
faster horse?
What customers do…
One Customer
Single Customer
Profile
Coordinated Approach
What we want…
We want to avoid silo‘d customer communications
Each channelacts
independently
Treats a singlecustomer like many different
people withuncoordinated,
irrelevant contact
Consumer Value Creation Chain
Entertain
Want/
Problem
Recognition
Information
Search
Price
AlternativesConversion
Post-
Purchase
Consumer Value Creation Chain
Entertain
Want/
Problem
Recognition
Information
Search
Price
AlternativesConversion
Post-
Purchase
Media Companies
e-commerce
Finance
TravelPrice Comparison
Consumer Value Creation Chain – Conversion Sites
Entertain
Want/
Problem
Recognition
Information
Search
Price
AlternativesConversion
Post-
Purchase
Since 2000 Since 201X
2015
1-Click Mobile Payments
Direct
Competition
Branding enables ‚jump‘
to minimise Google/Facebook/others sending your
customers somewhere else
Companies
Focused on
Conversion
Model
Google in Year 2000
Entertain
Want/
Problem
Recognition
Information
Search
Price
AlternativesConversion
Post-
Purchase
Since 2000 Since 201X
2015
1-Click Mobile Payments
Core Business
With Bread &
Butter
Example of Company who ‚Jumps‘ Google and Facebook
Example of Company who ‚Jumps‘ Google and Facebook
Choice for Future Success
Compete
on price
Future
Success
Branding/
Best of
Breed
Expand
Value Chainor
Branding/
Best of
Breed
Expand
Value Chainand
A Key to Customer Retention and Upsells
Entertain
Problem / Need
Info Search
Price Alternatives
Conversion
Post-Purchase
Other
Owned
Channels
More
Less
Channel Strategy Own the Contact Points
X
MinimiseCustomers‘
‚need‘ to gosomewhere else
Your
Company
Entertain
Problem / Need
Info Search
Price Alternatives
Conversion
Post-Purchase
Use Single Customer Profile to…
Anticipate next customerproblems/needs
Anticipate next products
Provide relevant information
Provide price alternatives
Reduce desire to search for productalternatives elsewhere
Maximize profit per transaction
Purpose of Data
Warehouse & CRM
projects
Source : https://econsultancy.com/reports/customer-experience-optimization/
At least 82% of
companies do not
work with a
Single Customer
Profile
Source : http://www.criteo.com/media/2265/etail-trends-in-digital-retail.pdf
All KPIs going up...
Imagine how good
they would be if the
companies actually
knew who they
were talking to.
Common Business Goals
More new customers
1
More profit:
• per customer
• per transaction
• per visit
2 3
Reduce time
between transactions
Last Transaction
Last Visit
Next Transaction
Next Visit
Which data? Creating Single Customer Profile – Identity
CRM
Website
(Web
Analytics)
Payment
Survey
(3rd Party)YouTube Facebook Twitter
Other Social
Media
Audience
DataNielsen Sociomantic
App
(Web
Analytics)
Agency
Datanugg.ad
Survey
(Self-
collected)1st Party Data
2nd Party Data
3rd Party Data
Profit
from
Data If the data helps your company bemore profitable, then integrate itinto the identity of your users for
your Single Customer Profile.
How to organise the systems? Single Customer Profile Approach to Data
Data
Warehouse
CRM /
Personalisation
Engine
Digital to
enrich models
Often Already in
Customer
Intelligence Models
Help Your CRM/Customer Intelligence…
Single
Customer
View
Help Your CRM/Customer Intelligence achieve…
Move away Product/Campaign Centric towards Customer Centric
Product/
Campaign
Which customers bought ourproduct? How successful was
the campaign?
Which campaign/product tooffer to which customers?
When? How?
ProductX?
CampaignX?
ProductY?
CampaignY?
Examples : Customer Centric Marketing and Analytics
Which customers are about
to churn?
Which segments of those
customers are the most
valuable?
Which customers are likely
to buy soon?
Which products are they
likely to buy?
Which customers are we
wasting money on?
In which channels?
Example Customer Focused Projects / Questions
Which customers are about
to churn?
Which customers are likely
to buy soon?
Which products are they
likely to buy?
On which prospects should
we spend more € to acquire?
In which channels should we
try to acquire them?
Which customers are we
wasting money on?
In which channels?
Which segments of those
customers are the most
valuable?
Successful Customer Relations/Marketing Actions
Business
Goals
Define
MeasurementCommunicate/
Release
Define
Content/ChannelAnalyse
Define Target
Group
Act &
Optimise
1
3
4
5
6
7
Company
Goals
Project Month 1 Month 2 Month 3
New Website R1.2
Requirements
Design
Build
Test
Release
Seasonal Campaign
Requirements
Test
Analyse
New Product Tool
Requirements
Design
Build
Test
Release
Typical Team Project Calendar
Where is time to analyse performanceof product releases?
Where is time to optimise campaigns?
CI / BI / CRM
Digital / Analytics
Marketing
Your Internal Triangle to Success with Data
Marketing has
Channels to theCustomers
Knows how to talkto customers
Segmentation models
Marketing is missing
Crucial (digital) data
CI / BI / CRM has
Most customer data
Knows how to workwith Big Data
Segmentation models
CI / BI / CRM ismissing
Crucial (digital) data
Digital/Analytics has
Crucial Digital Data
Knows how to workwith Digital Data
Example Traditional Organisational Structure
CEO
CFO COO
CategoryManagers
CIO CMO
Digital Marketing
Analytics Channels
Display
AdWords
Social
Affiliate
Retargetting
17 Total Channels
SEOCreative/
UXMobile
Web Apps
iOS Phone
iOS Pad
Android
CRM
Data Mining
Customer Database
Customer Relations
Offline Marketing
Market Research
Requirements/
Reporting
Customer Focused
Analysis
Customer Contact/
Delivery
Example: Customer Experience Focused Organisation Matrix
Traditional Store / Branches
Business Goals
Call Center
Offline Marketing
Digital
Other
Practical Steps : Single Customer View with Analytics Data
SuccessfulTest
IntegrateData
DefineGoals
PrioritiseTop
Business Cases
Select firsttest case : Low effort/ High gain
Success Repeat
What you can do
today…
Shop your success up the organisation
Demonstrate success with minimal resources
Engage with the ‚other‘ team (CRM/BI/CI if you
are Digital/Analytics or vice versa)
Kickoff a small manual business case
Business CaseBank : New Account Signup Process
Online and Offline Combo
Customer
Prints Product
Form
Day 0
Customer
Submits
Form/Signs Up
for Product
On average 6 weeks later
Were these the
same person?
Business Case
Customer
Prints Product
Form
Day 0
Customer
Submits
Form/Signs Up
for Product
On average 6 2 Weeks
CI team arranged email to all customers who had not returned PDF within 1 week
Analytics team created CSV file of all customers who downloaded the PDF
Results :
More account signups
Decrease time to open account
First revenue transactions quicker
Improve profit by eliminatingunnecessary emails/letters tountargeted distribution list
Go for it!
It will be ok!
Source : iStock
Thank you !
Spencer Altman
spencer.altman@webtrekk.com
@spenceraltman
Head of Business Consulting
Berlin, Germany
Recommended