How Do Your Customers ‘Experience’ Your Business?

Intelligence-based marketing

The company knows who you are, what you prefer, and communicates with

relevant, timely messages, using the power of analytical

intelligence to detect patterns, decode strands of information and create

meaningful offers and value

‘Schizophrenic’ marketing

The company has delusions about who you are, forgets what

you prefer, and tries to reach you with off-

target communications that alienate you –

based on fragmented data & inadequate

faculties, resulting in confusing, chaotic

‘multiple personalities’

Who are my most loyal customers and what promotions are most effective?

Do you treat your loyal customers differently than your others?

When a customer touches your business, do you have the capability to engage them with targeted messages?

How do you determine the level of personalization you give?

Which of your profitable customers are at risk of leaving?What are the buying habits of my best customers? Are you matching products and services to the right channels?Can you detect behavioral events and provide timely and relevant customer communications?

Customer Relationships & CRM - More Complex Than Ever Before

Who are your most valuable customers and what are their attributes?

What products do my customers purchase and what do they crossover purchase?

What will my customers want next?What product promotions increased sales,

transaction size, frequency and crossover?

acquireDo you know what constitutes a good

customer?

Are you using customer lifestyle/lifestage data to find prospects?

Can you match customers to the right products and services?

Can you use the above knowledge with your current prospect lists to target your marketing efforts?

grow the relationship

reward loyalty

retain customers

Today’s marketers have a lot to manage!

Manage the Total Communications

Environment with Analytical CRM

Direct Mail

E-Mail/Fax

ATM/Kiosk

Call Center

Agent

Store /Branch

Analytical CRM

InsightInsight

Inter-Inter-ActionAction

Timely Messages

Disk array

DataWarehouse

IntelligenceIntelligence

Operational CRM Systems

Capture Capture DataData

All Channels All Touchpoints

ATMInternetExtranet

E-Mail/Fax

Sales/ Store /Branch

Direct Mail

KioskAgent/Call

Center

Lead With Analytical CRM Lead With Analytical CRM For Mission-Critical Intelligence For Mission-Critical Intelligence

ActionActionAnalytics and Modeling

Personalize Communication

Communication Delivery

Communication Planning

Customer Optimization

Relevant Offers

Timely Messages

How Analytical CRM Functions

Analysis

• Analyze customer profiles & behavior

• Target customers

• Evaluate response

• Event Analysis

Communication• Plan continuous

communication dialogues

• Define batch and real-time event rules and trigger

Optimization

• Prioritize and limit communications by channel

• Regulate frequencyand quantity of contacts by channel

• Optimize customer communicationsthrough contact modeling

Personalization • Generate personalized

offers by customer• Build personalization

Rules

Modeling

• Build and analyze predictive models

• Score customers

Interaction• Deploy outbound

or manage pending inbound/event-driven communications

• Manage workflow of interactions

• Personalization Merge

• Real-time personalization

Data Warehouse

Industry LDM

ALL CUSTOMER INTERACTION DATA

Your CRM Process Must Balance

Quality of Customer

Experiences

Achieve Positive Business Results