Customer Relationship Management. Annie POSTIC - Program Manager SAS Institute Europe

Size: px
Start display at page:

Download "Customer Relationship Management. Annie POSTIC - Program Manager SAS Institute Europe"

Transcription

1 Customer Relationship Management Annie POSTIC - Program Manager SAS Institute Europe

2 Agenda Customer Relationship Management The SAS Solution for CRM The SAS CRM Methodology Real-Life Examples The Route to Successful CRM

3 Agenda Customer Relationship Management The SAS Solution for CRM The SAS CRM Methodology Real-Life Examples The Route to Successful CRM

4 What is the goal of CRM? Build long term and profitable relationships with chosen customers Get closer to those customers at every point of contact with them

5 Where does CRM come from? First generation of Database Marketing (70-80s) Direct marketing activities Predict response rate / reduce cost, generate target flat files Tactical Second generation of Database Marketing (90s) All marketing activities Reduce acquisition cost and improve retention Technology : Relational database, analytical tools, data warehousing Strategic Source: Modified from Gartner group

6 Where does CRM come from? Customer relationship Management (y2000) Touch the entire organization Ensure customer profitability Additional technology : Scalable hardware, Data Mining Data used : All customer interactions (all operational data) Competitive advantage Source: Modified from Gartner group

7 Business situation Market reaching saturation increasing competition deregulation, diversification, worldwide market new communication / distribution channels decreasing product life cycles Customer decreasing natural loyalty better informed increased expectations/needs Resources increasing costs decreasing resources available

8 What is CRM? Customer Relationship Management is an automated and continuous process of better understanding and anticipating customer needs, behavior and profitability to : define your customer strategy optimize resources provide a superior service at every point of contact with the customer A re-engineering of the business to focus all its resources on chosen customers.

9 The need : Customer Oriented Strategy Differentiated Customer strategy Technology / implementation Customer oriented business process Goal : Define the differentiated customers strategies Need : Understand and optimize a customer oriented business process Mean : Technology implementation

10 Differentiated Customer Strategy Prospects Winback Acquisition Retention Churn Customer Lifetime profitability Loyalty Aim : Select the right strategy for chosen customers

11 Differentiated Customer Strategy Customer expectations Profitability Risk identify optimum balance

12 Why is understanding customer profitability important? Studies by First Manhattan Group have indicated that : while 20% of a bank s customers contribute 150% of the profits, 40-50% of customers eliminate 50% of the profits Source: First Manhattan Consulting Group

13 Why is customer retention and loyalty important? Annual customer profit Price premium Referrals Cost savings Revenue growth Base profit Acquisition cost Year Adapted from The Loyalty Effect Frederick F. Reichheld 1996

14 Customer Oriented Business Process Customer service Management MEASURE MONITOR Marketing CUSTOMER KNOWLEDGE Customer Marketing TARGET Call centers Direct marketing ACTIVATE AFTER SALES SUPPORT Logistics DELIVERY Call centers, Sales QUALIFY / SELL Aim : Manage and optimize this process!

15 Customer Oriented Business Process Manage and optimize this process! Ensure consistency between different points of contact Increase communication between departments Facilitate flows of information Deliver complete view of the customer

16 Agenda Customer Relationship Management The SAS Solution for CRM The SAS CRM Methodology Real-Life Examples The Route to Successful CRM

17 The SAS solution for CRM The SAS CRM Solution delivers a process for identifying, targeting, and responding to the needs of your most profitable customers.

18 Customer Oriented Business Process Manage and optimize this process! 2 Strategic 3 Tactical Marketing Gain Customer Knowledge Marketing Target Optimize campaigns 5 Measure Monitor Follow up Management 1 Customer View 4 Operational Campaigns management Call centres Sales Logistics Customer service WEB

19 Enterprise wide Customer view Strategic Tactical Customer Measure Operation Integrate data from many sources Transaction Data Loyalty data Market research Customer service Web Sites Custome r View Enterprise Data Warehouse Surveys Call centres Campaigns data Life style data

20 Enterprise wide Customer view Strategic Customer Tactical Data Warehouse Composition Measure Operation Scores 20% Responses 2% Segments 10% Transactions 35% Contacts 10% Accounts 3% Demographics 20% Source: Patricia Seybold Group

21 Enterprise wide Customer view Strategic Measure Customer Tactical Operation Loyalty data Transaction Data Customer service Web Sites Call centres Campaigns data Life style data Market research Surveys Ensure consistency Add valuable information Clean Consistency De-duplicate Validate Summarize Quality Profitability factors Householding Predictive Models Custome r View Enterprise Data Warehouse

22 Enterprise wide Customer view Strategic Tactical Customer Measure Operation Get the complete picture of the customer Enabling technologies Data Warehousing Access to all types of data Integrate data Data cleaning Data enhancement Data calculation Document data flows Metadata management... SAS/Warehouse Administrator

23 Strategic Strategic Customer Tactical Gain customer knowledge Measure Operation What are my key customer groups? On which group should I concentrate my actions and investments? What is the profile of customer that have left? Which product customer needs? How can I optimize point of sales? What the value of our products / services to our customers compared to competition?

24 Strategic Strategic Customer Tactical Gain customer knowledge Measure Operation Enabling technologies Reporting Standard reporting WEB Data Mining Customer segmentation Customer profiling Profitability analysis Market research Competition analysis

25 Tactical Strategic Tactical Customer Measure Predict customer behaviour Which customers are likely to leave? Which customers are good candidates for cross or up selling activities? What is the customer potential? How can I optimize campaigns? Which customer are more likely to respond? Which communication channel? What s the expected response rate?

26 Tactical Strategic Tactical Customer Measure Predict customer behaviour Enabling technologies Data Mining Behavioral modeling Potential analysis Cross selling analysis Retention / Churn analysis Queries Target selections

27 Operational Strategic Tactical Customer Measure Operation Optimize operations / channel to market efficiency Campaigns management Call centres Sales Logistics Customer service WEB...

28 Operational Strategic Tactical Customer Measure Operation Optimize operations / channel to market efficiency Operations / Channel to market How to increase business units efficiency? How to make the customer feel recognized? What is the optimal number of people? How to increase E-commerce performance? Which additional strategic information do they need to be more efficient?

29 Operational Strategic Tactical Customer Measure Operation Optimize operations / channel to market efficiency Enabling technologies Queries/Reporting Performance indicators Exception reporting WEB Deliver customer information to business units Data Mining Sales analysis Web analysis Call behavior analysis Campaign analysis Traffic analysis and prediction

30 Measure / Monitor Strategic Customer Tactical Monitor performance Measure Operation How satisfied are our customers our product/service? What is the rate of customer defection? What is the campaign s impact? Is target reached?

31 Measure / Monitor Strategic Customer Tactical Monitor performance Measure Operation Enabling technologies Reporting Performance monitoring Key performance indicators Exception reporting Customer satisfaction measures Service process monitoring

32 The SAS solution for CRM Enables companies to : À build a customer centric view À define comprehensive and consistent customer profiles to better understand customer needs, behavior and profitability À assess customer lifetime value À predict selected customers behavior À act on and share the relevant information through your organization

33 Agenda Customer Relationship Management The SAS Solution for CRM The SAS CRM Methodology Real-Life Examples The Route to Successful CRM

34 SAS CRM Methodology What is it? A structured process that defines how the SAS solution for CRM can support definition, planning and execution of CRM programs. Provide a best practice guide for Customer Relationship Target audience: CRM Project Managers CRM Solution Architects

35 SAS CRM methodology topics Methodology contains : CRM overview Technology and architecture Project role descriptions For each step Activities Roles involved Techniques Inputs & Outputs Reference Templates and questionnaires

36 SAS CRM methodology Process flow Assessment Establish Goal Determine Readiness Develop Project Plan Review Review Awareness Create Customer View Report on Customers Execute Take Corporate Actions Feedback The Results Analyze Results Understanding Define Strategy Build Build Business Program Components Design Create Business Plan Segment & Profile Design Business Program Gain Additional Understand Build Predictive Model Build IT Systems Create IT Plans Design IT Systems

37 SAS CRM methodology Phase deliverables Phase Assessment Awareness Understanding Design Build Execution Review Deliverables Project proposal Customer view data warehouse Customer reports Customer segments Strategy definition Business plan IT plan Program and IT designs Predictive models IT systems Program components Test implementation Program execution and follow-up Return on investment analysis Strategy review

38 Agenda Customer Relationship Management The SAS Solution for CRM The SAS CRM Methodology Real-Life Examples The Route to Successful CRM

39 Stakis Stakis, with over 2 million guests and members of 22 casinos, 55 hotels and more than 70 leisure clubs, has chosen the SAS System to develop a data warehouse used as the basis for its customer relationship management activities. Mr Mike Ashton, Stakis marketing director explains : We have strengthened brand awareness and loyalty while reaping fairly significant increases in productivity and profitability within 12 months - through targeting of direct mail and other promotional activities, areas which were already highly effective.

40 Statoil Statoil use the SAS System for campaign management to help sales and product managers design a campaign so that it reaches the right people with the right message. Mr Per Ostergaard Jacobsen, the database marketing manager says : Managers now have the information they need to make decision on new campaigns. This is all about effectively use of marketing money. Previously, for example, if a mailshot was sent to 100,000 people, we were satisfied with a response of 2% (2,000 customers). Now, we reduce the number of mailshots sent out to 20,000, but we achieve a response rate of 20 % (4,000 customers).

41 Generale de Bank Yves Ronsse, Director of Marketing Support Systems: "Access to information is not enough; you have to be able to use it and transform it into actions which have an impact on profits. A successful data warehouse questions the existing structures and relationships and introduces a new dynamic into an organisation. Every day, the SAS Data Warehouse enables our Marketing specialists to augment the quality of their decisions."

42 Savacentre From the Managing Director down through the organisation we are expecting many levels of user for the system. It will help us to develop customer loyalty, optimise our product sales and, we hope to increase our market penetration

43 European SAS CRM successes include : 3 Suisses, Belgium Banca Popolare di Lodi, Italy Generale de Banque, Belgium G.B., Belgium Halifax, UK L.C.M., Belgium Savacentre, UK Fiat, Italy Royal Bank of Scotland, UK Commercial Italia, Italy Reader s Digest, UK Credit Italiano, Italy Telia, Sweden Good Year, Belgium C_link, France Belgacom, Belgium Postbank, Netherlands Luftansa, Germany Neckermann Versandhaus, Germany Sofinco, France UBS / Swiss Life, Switzerland Valio, Finland Mediapost, France KLM, Holland Mondadori, Italy CACI, UK ABB & CERA, Belgium Colruyt, Belgium Deutsche Sparkassenverlag, Germany

44 US SAS CRM successes include :... Fist union MNBA Williams Sonoma Mellon Bank First card Sara Lee US West CitiBank Revlon Federal Express Munich Reinsurance Company of Canada Calgon Philip Morris

45 Agenda Customer Relationship Management The SAS Solution for CRM The SAS CRM Methodology Real-Life Examples The Route to Successful CRM

46 Benefits of the SAS solution for CRM Decision support integration Scalability Flexibility Distributed processing Data integration Operational system feedback Experience Services / implementation

47 S uccess factors for C R M projects Decision support solution Build the customer information database Enhance customer knowledge Integrated software Increase communication between departments Increase communication between software Project team Business experts IT experts Data miners Architects Company strategic decision CEO implication increase communication potential re-engineering Identify the priority Start focused Rapid return on investment

48 Conclusion Managing relationships with customers is a key issue for most business areas CRM is a strategic enterprise goal, not an individual initiative SAS Institute and its partners are providing solutions to make these customer relationships more effective and profitable CRM is an area where close cooperation of the IT and business units is key

49 Thank you for S your attention! SAS Institute SAS is a registered trademark of SAS Institute Inc., Cary, North Carolina, USA Other brand or product names are trademarks or registered trademarks of their respective holders

50 SQuestions? SAS Institute SAS is a registered trademark of SAS Institute Inc., Cary, North Carolina, USA Other brand or product names are trademarks or registered trademarks of their respective holders

51 Software Solutions for Successful Decision Making SAS Institute SAS is a registered trademark of SAS Institute Inc., Cary, North Carolina, USA Other brand or product names are trademarks or registered trademarks of their respective holders

A SAS White Paper: Implementing the Customer Relationship Management Foundation Analytical CRM

A SAS White Paper: Implementing the Customer Relationship Management Foundation Analytical CRM A SAS White Paper: Implementing the Customer Relationship Management Foundation Analytical CRM Table of Contents Introduction.......................................................................... 1

More information

Customer Relationship Management using SAS Software. Julian Kulkarni, SAS Europe Joanna Crosse, SAS UK

Customer Relationship Management using SAS Software. Julian Kulkarni, SAS Europe Joanna Crosse, SAS UK Relationship using SAS Software Julian Kulkarni, SAS Europe Joanna Crosse, SAS UK Relationship The Growing Pains... Complete CRM Business Model The Cycle Applications The growing pains of Mrs I. Deer,

More information

A SAS White Paper: Implementing a CRM-based Campaign Management Strategy

A SAS White Paper: Implementing a CRM-based Campaign Management Strategy A SAS White Paper: Implementing a CRM-based Campaign Management Strategy Table of Contents Introduction.......................................................................... 1 CRM and Campaign Management......................................................

More information

CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES

CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES Chapter 1: Introduction to CRM Selected definitions of CRM 1 CRM is an information industry term for methodologies, software, and usually Internet

More information

6 Steps to Creating a Successful Marketing Database

6 Steps to Creating a Successful Marketing Database 6 Steps to Creating a Successful Marketing Database Why Invest in a Marketing Database? An organisation that has an ineffective marketing database, multiple databases that cannot communicate with one another,

More information

Qantas Frequent Flyer

Qantas Frequent Flyer The Analytics of Loyalty Qantas Frequent Flyer Vaughan Chandler and Wade Tubman Qantas / Quantium Qantas Frequent Flyer COALITIONLOYALTY LOYALTY PROGRAM 8 million+ members 50% household penetration Broadest

More information

E-Commerce & CRM Building Relationships, Satisfaction, and Loyalty

E-Commerce & CRM Building Relationships, Satisfaction, and Loyalty Lecture 8 E-Commerce & CRM Building Relationships, Satisfaction, and Loyalty CRM Defined a combination of business process & technology that seeks to understand a company s customers from the perspective

More information

Shell CRM 2020. October 2014

Shell CRM 2020. October 2014 Shell CRM 2020 October 2014 MOST CONFIDENTIAL 2 2 THE SITE OF THE FUTURE RETAIL VISION Experience Role in Retail Strategy BEST FUELS RETAILER IN THE WORLD Accelerate Future Heartlands Defend and Grow the

More information

Part VIII: ecrm (Customer Relationship Management)

Part VIII: ecrm (Customer Relationship Management) Part VIII: ecrm (Customer Relationship Management) Learning Targets What are the objectives of CRM? How can we achieve customer acquisition and loyalty? What is the customer buying cycle? How does the

More information

Hello, Goodbye. The New Spin on Customer Loyalty. From Customer Acquisition to Customer Loyalty. Definition of CRM.

Hello, Goodbye. The New Spin on Customer Loyalty. From Customer Acquisition to Customer Loyalty. Definition of CRM. Hello, Goodbye. The New Spin on Customer Loyalty The so-called typical customer no longer exists. Companies were focused on selling as many products as possible, without regard to who was buying them.

More information

Increasing Retail Banking Profitability through CRM: the UniCredito Italiano Case History

Increasing Retail Banking Profitability through CRM: the UniCredito Italiano Case History Increasing Retail Banking Profitability through CRM: the UniCredito Italiano Case History Giorgio Redemagni Marketing Information Systems Manager Paris, 2002 June 11-13 UNICREDITO ITALIANO GROUP OVERVIEW

More information

Wilma Online in a Nutshell

Wilma Online in a Nutshell August 2013 Wilma Online in a Nutshell Wilma Online Ltd. is a leading supplier of premium traffic to the igambling market via email marketing Company established in late 2011 by close friends, veterans

More information

CRM 101: Maximizing Return on Investment with the SAS Solution for CRM Drury Jenkins, SAS Institute Inc., Cary, NC

CRM 101: Maximizing Return on Investment with the SAS Solution for CRM Drury Jenkins, SAS Institute Inc., Cary, NC Paper ## CRM 101: Maximizing Return on Investment with the SAS Solution for CRM Drury Jenkins, SAS Institute Inc., Cary, NC ABSTRACT During the last decade, the deployment of Information Technology (IT)

More information

Analytical CRM solution for Banking industry

Analytical CRM solution for Banking industry Analytical CRM solution for Banking industry Harbinger TechAxes PVT. LTD. 2005 Insights about What are the reasons and freq. for a customer contact? What are my product holding patterns? Which of my are

More information

9. 3 CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS

9. 3 CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS Chapter 9 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications 349 FIGURE 9-5 THE FUTURE INTERNET-DRIVEN SUPPLY CHAIN The future Internet-driven supply chain operates like a

More information

Drive optimized customer interaction at the point of contact, based on predicted outcomes and behavior to achieve desired results.

Drive optimized customer interaction at the point of contact, based on predicted outcomes and behavior to achieve desired results. 1 Drive optimized customer interaction at the point of contact, based on predicted outcomes and behavior to achieve desired results. 2 3 Today s customers live out loud Age of the Empowered Customer Organizations

More information

Five Predictive Imperatives for Maximizing Customer Value

Five Predictive Imperatives for Maximizing Customer Value Five Predictive Imperatives for Maximizing Customer Value Applying predictive analytics to enhance customer relationship management Contents: 1 Customers rule the economy 1 Many CRM initiatives are failing

More information

Driving Competitive Advantage with Comprehensive Customer Information Management

Driving Competitive Advantage with Comprehensive Customer Information Management Driving Competitive Advantage with Comprehensive Customer Information Management Cathy F. Burrows RBC Financial Group September 2007 Royal Bank of Canada Corporate Profile Royal Bank of Canada (TSX/NYSE:

More information

How Organisations Are Using Data Mining Techniques To Gain a Competitive Advantage John Spooner SAS UK

How Organisations Are Using Data Mining Techniques To Gain a Competitive Advantage John Spooner SAS UK How Organisations Are Using Data Mining Techniques To Gain a Competitive Advantage John Spooner SAS UK Agenda Analytics why now? The process around data and text mining Case Studies The Value of Information

More information

Marketing Manager - Competitive Salary + Bonus & Benefits - West London

Marketing Manager - Competitive Salary + Bonus & Benefits - West London Marketing Manager About the Job Marketing Manager - Competitive Salary + Bonus & Benefits - West London Reports to: Direct Reports: CEO Marketing Executive (Copywriting) Marketing Executive (Tender Management)

More information

IMPROVING YOUR BOTTOM LINE THROUGH CUSTOMER RELATIONSHIP MANAGEMENT INDUSTRIAL BUSINESS SOLUTIONS

IMPROVING YOUR BOTTOM LINE THROUGH CUSTOMER RELATIONSHIP MANAGEMENT INDUSTRIAL BUSINESS SOLUTIONS IMPROVING YOUR BOTTOM LINE THROUGH CUSTOMER RELATIONSHIP MANAGEMENT INDUSTRIAL BUSINESS SOLUTIONS USING THE LATEST TECHNOLOGY If one-to-one relationships with customers used to be prohibitively expensive,

More information

Customer Relationship Management Lecture 1: Introduction - CRM Jargons, Value Systems and Value Chains. Mehran Rezaei

Customer Relationship Management Lecture 1: Introduction - CRM Jargons, Value Systems and Value Chains. Mehran Rezaei Customer Relationship Management Lecture 1: Introduction - CRM Jargons, Value Systems and Value Chains Mehran Rezaei سرفصل مطالب این جلسه ebiz و ecommerce آنچه مد نظر ماست از نقطه نظر گرایش تجارت الکترونیکی

More information

Deutsche Post Address Group

Deutsche Post Address Group Deutsche Post Address Group Stay fresh & clean! We make international data quality solutions easy POSTADDRESS GLOBAL Deutsche Post Address Group, your international partner for address management Strong

More information

Chapter. Enterprise Business Systems

Chapter. Enterprise Business Systems Chapter 4 Enterprise Business Systems Learning Objectives Identify and give examples to illustrate the following aspects of customer relationship. Business processes supported Customer and business value

More information

TouchPoint Sales: Tools for Accelerating a Multi-Channel, Customer-Focused Sales Process. Kellye Proctor, TouchPoint Product Manager

TouchPoint Sales: Tools for Accelerating a Multi-Channel, Customer-Focused Sales Process. Kellye Proctor, TouchPoint Product Manager TouchPoint Sales: Tools for Accelerating a Multi-Channel, Customer-Focused Sales Process Kellye Proctor, TouchPoint Product Manager Migrating To a Sales 2.0 Culture Changing Institutional Behavior and

More information

CUSTOMER RELATIONSHIP MANAGEMENT AND DATA WAREHOUSING

CUSTOMER RELATIONSHIP MANAGEMENT AND DATA WAREHOUSING 03-03-10 INFORMATION MANAGEMENT: STRATEGY, SYSTEMS, AND TECHNOLOGIES CUSTOMER RELATIONSHIP MANAGEMENT AND DATA WAREHOUSING Duane E. Sharp INSIDE The CRM Solution; Customer Feedback; Defining the Customer;

More information

The SAS Solution for Enterprise Marketing Automation - Opening Session Demo

The SAS Solution for Enterprise Marketing Automation - Opening Session Demo The SAS Solution for Enterprise Marketing Automation - Opening Session Demo Randy Betancourt & Nelle Schantz World Wide Marketing SAS Institutue CRM is a process with key steps Customer Focus Case study

More information

CRM - Customer Relationship Management

CRM - Customer Relationship Management CRM - Customer Relationship Management 1 Customer power Consumer choices gains importance in the decision making process of companies and they feel the need to think like a customer than a producer. 2

More information

Enhancing customer profitability through Marketing Automation- the FNB experience

Enhancing customer profitability through Marketing Automation- the FNB experience SeUGI 2002 CMO Stream Enhancing customer profitability through Marketing Automation- the FNB experience By Jithendra Daya Chief Knowledge Officer 12 June 2002 Overview of the Presentation 1. Background

More information

How To Attract New Customers At Klm Royal Damean Klm.Com

How To Attract New Customers At Klm Royal Damean Klm.Com KLM s Customer Relationship Management & How to stay a Highflyer Assignment Nr 9 By Anna Orlova Student Nr: 417387 Group Number: 2 Tutor: Mr. A.J.W.P.M. Teunissen Introduction KLM Royal Dutch Airlines

More information

Solve your toughest challenges with data mining

Solve your toughest challenges with data mining IBM Software IBM SPSS Modeler Solve your toughest challenges with data mining Use predictive intelligence to make good decisions faster Solve your toughest challenges with data mining Imagine if you could

More information

Federico Rajola. Customer Relationship. Management in the. Financial Industry. Organizational Processes and. Technology Innovation.

Federico Rajola. Customer Relationship. Management in the. Financial Industry. Organizational Processes and. Technology Innovation. Federico Rajola Customer Relationship Management in the Financial Industry Organizational Processes and Technology Innovation Second edition ^ Springer Contents 1 Introduction 1 1.1 Identification and

More information

Customer Retention. COMEX, Implement 29 th April 2016. Bjørn Büchmann-Slorup Head of Sales Development & Analytics Danske Bank

Customer Retention. COMEX, Implement 29 th April 2016. Bjørn Büchmann-Slorup Head of Sales Development & Analytics Danske Bank Customer Retention COMEX, Implement 29 th April 2016 Bjørn Büchmann-Slorup Head of Sales Development & Analytics Danske Bank 1 Setting the scene Sales Development & Analytics Reporting lines Personal Banking

More information

Maximizing Guest Experiences

Maximizing Guest Experiences Maximizing Guest Experiences One Platform: Cross Functional and Scalable Central Data Warehouse with Hospitality Architecture Profile De-duplication Engine 360 Degree Profile of Guests and Prospects ESP

More information

[ know me ] A Strategic Approach to Customer Engagement Optimisation

[ know me ] A Strategic Approach to Customer Engagement Optimisation [ know me ] A Strategic Approach to Customer Engagement Optimisation A Verint and KANA White Paper Table of contents Introduction... 1 What is customer engagement?... 2 Why is customer engagement critical

More information

Marketing Automation & Data Insight Expertise. Opined by: J.R. Furman

Marketing Automation & Data Insight Expertise. Opined by: J.R. Furman Marketing Automation & Data Insight Expertise Opined by: J.R. Furman SAS Marketing Automation There is no doubt that SAS Institute regards Qualex as the premier partner in the Gaming Space, why else would

More information

TravelCRM The complete CRM solution for Tour Operators

TravelCRM The complete CRM solution for Tour Operators TravelCRM The complete CRM solution for Tour Operators TravelCRM is the complete CRM solution for Tour Operators. Using the latest version of Microsoft Dynamics CRM as the platform, TravelCRM provides

More information

ANIKET J. SHIRALKAR DPGD/AP13/1008.

ANIKET J. SHIRALKAR DPGD/AP13/1008. CRM - an Operational Tool for Customer Centric Actions : Case Study in Service Sector ANIKET J. SHIRALKAR DPGD/AP13/1008. What is CRM? CRM is a business strategy that aims to understand, anticipate and

More information

Deliver enhanced sales and service opportunities by providing a foundation of unified customer data to all channels.

Deliver enhanced sales and service opportunities by providing a foundation of unified customer data to all channels. data integration solutions To support your business objectives Deliver enhanced sales and service opportunities by providing a foundation of unified customer data to all channels. IBM WebSphere Center

More information

Driving Profits from Loyalty

Driving Profits from Loyalty Driving Profits from Loyalty Overview 1 P a g e 5 Steps to Driving Profit from Loyalty 1. Customer Portfolio Analysis This is the first step on the road to customer profitability where we can begin to

More information

CUSTOMER RELATIONSHIP MANAGEMENT FOR SME BANKING SYLLABUS

CUSTOMER RELATIONSHIP MANAGEMENT FOR SME BANKING SYLLABUS SYLLABUS This course is intended for those interested in how to develop and deliver a Customer Relationship Management based approach for SME banking customers. It is geared for senior and middle management

More information

Paid Search: What Marketers Should Focus on in 2014

Paid Search: What Marketers Should Focus on in 2014 [Type text] Paid Search: What Marketers Should Focus on in 2014 NETBOOSTER.COM Sergio Borzillo, Head of PPC (UK) Paid Search: What Marketers The 4 main areas to focus on for your Paid Search strategy in

More information

Growing Customer Value, One Unique Customer at a Time

Growing Customer Value, One Unique Customer at a Time Increasing Customer Value for Insurers How Predictive Analytics Can Help Insurance Organizations Maximize Customer Growth Opportunities www.spss.com/perspectives Introduction Trends Influencing Insurers

More information

Customer Experience Management

Customer Experience Management Customer Experience Management Best Practices for Voice of the Customer (VoC) Programmes Jörg Höhner Senior Vice President Global Head of Automotive SPA Future Thinking The Evolution of Customer Satisfaction

More information

Switch from Campaign Management to Event based Marketing? KBC Bank & Insurance Eric Vandenbempt June, 2005

Switch from Campaign Management to Event based Marketing? KBC Bank & Insurance Eric Vandenbempt June, 2005 Switch from Campaign Management to Event based Marketing? KBC Bank & Insurance Eric Vandenbempt June, 2005 Agenda Introduction of KBC Bank & Insurance KBC s Strategic goals CRM and relationship banking

More information

WHAT IS EMAIL MARKETING

WHAT IS EMAIL MARKETING Intelligent VC provide industry leading email marketing solutions, including an easy to use in-house platform as well as a host of managed solutions and services. Create and send visually engaging HTML

More information

The Influence of Media Channel on the Booking Behavior of Hotel Guests

The Influence of Media Channel on the Booking Behavior of Hotel Guests 1 Table of Content Background of presenter Importance of Topic Situation in the Industry Theoretical Background Data analysis and Formulation of Marketing-CRM Model 2 Introduction TS&C founded in 2005,

More information

Solve Your Toughest Challenges with Data Mining

Solve Your Toughest Challenges with Data Mining IBM Software Business Analytics IBM SPSS Modeler Solve Your Toughest Challenges with Data Mining Use predictive intelligence to make good decisions faster Solve Your Toughest Challenges with Data Mining

More information

Business Intelligence Solutions for Gaming and Hospitality

Business Intelligence Solutions for Gaming and Hospitality Business Intelligence Solutions for Gaming and Hospitality Prepared by: Mario Perkins Qualex Consulting Services, Inc. Suzanne Fiero SAS Objective Summary 2 Objective Summary The rise in popularity and

More information

Using SAS Enterprise Miner for Analytical CRM in Finance

Using SAS Enterprise Miner for Analytical CRM in Finance Using SAS Enterprise Miner for Analytical CRM in Finance Sascha Schubert SAS EMEA Agenda Trends in Finance Industry Analytical CRM Case Study: Customer Attrition in Banking Future Outlook Trends in Finance

More information

6/10/2015. Chapter Nine Overview. Learning Outcomes. Opening Case: Twitter: A Social CRM Tool

6/10/2015. Chapter Nine Overview. Learning Outcomes. Opening Case: Twitter: A Social CRM Tool Opening Case: Twitter: A Social CRM Tool McGraw-Hill-Ryerson 2015 The McGraw-Hill Companies, All Rights Reserved Chapter Nine Overview SECTION 9.1 CRM FUNDAMENTALS Introduction Using Information to Drive

More information

4) CRM provides support for front-end customer facing functionality. Answer: TRUE Diff: 1 Page Ref: 334

4) CRM provides support for front-end customer facing functionality. Answer: TRUE Diff: 1 Page Ref: 334 Enterprise Systems for Management, 2e (Motiwalla/Thompson) Chapter 12 Customer Relationship Management 1) CRM implementations should be technology driven. Diff: 2 Page Ref: 333 2) CRM stands for "Customer

More information

Span Global Services Marketing and Data Management Solutions

Span Global Services Marketing and Data Management Solutions Span Global Services and Data Management Solutions Customer Acquisition Customer Retention Customer Loyalty A Compete Package of Data Management products from Span Global Services Call Us: 877-837-4884

More information

Insurance customer retention and growth

Insurance customer retention and growth IBM Software Group White Paper Insurance Insurance customer retention and growth Leveraging business analytics to retain existing customers and cross-sell and up-sell insurance policies 2 Insurance customer

More information

Predictive Customer Intelligence

Predictive Customer Intelligence Sogeti 2015 Damiaan Zwietering zwietering@nl.ibm.com Predictive Customer Intelligence Customer expectations are driving companies towards being customer centric Find me Using visualization and analytics

More information

SWIM INTO DATA TO BEST SUPPORT TOP MANAGEMENT DECISION IN A DYNAMIC AND COMPETITIVE MARKET

SWIM INTO DATA TO BEST SUPPORT TOP MANAGEMENT DECISION IN A DYNAMIC AND COMPETITIVE MARKET SWIM INTO DATA TO BEST SUPPORT TOP MANAGEMENT DECISION IN A DYNAMIC AND COMPETITIVE MARKET SAS SeUGI 20 Paris, June 13th 2002 Cristiano Portas -Arena GroupCEO 1 Agenda 2 Subject Who Timing Introduction

More information

MANAGING YOUR EMAIL LIST

MANAGING YOUR EMAIL LIST MANAGING YOUR EMAIL LIST Ensuring you reach the right people at the right time with a relevant message. 866.915.9465 www.delivra.com 2013 Delivra Professional Email Marketing Software and Consulting 2

More information

Customer Experience Management

Customer Experience Management Customer Experience Management 10 tips for the successful development and execution of Chris Bland Research Director SPA Future Thinking Introduction, sometimes referred to as Customer Feedback Programmes,

More information

whitepaper critical software characteristics

whitepaper critical software characteristics australia +613 983 50 000 brazil +55 11 3040 4700 canada +1 416 363 7844 cyprus +357 5 845 200 france +331 5660 5430 germany +49 2 131 3480 ireland +353 1 402 9439 israel +972 3 754 6222 italy +39 06 5455

More information

HOW TO USE MARKETING AND SALES ANALYTICS TO DRIVE RETURN ON INVESTMENT

HOW TO USE MARKETING AND SALES ANALYTICS TO DRIVE RETURN ON INVESTMENT HOW TO USE MARKETING AND SALES ANALYTICS TO DRIVE RETURN ON INVESTMENT INTRODUCTION Marketing and sales analytics are vital to any inbound marketing strategy, as they arm businesses with significant decision-making

More information

Customer Segmentation and Profitability

Customer Segmentation and Profitability Customer Segmentation and Profitability Building Loyal, Profitable Customers S O L U T I O N P A P E R : FINANCIAL SERVICES SOLUTION PAPER: FINANCIAL SERVICES Customer Segmentation and Profitability Building

More information

2006 www.insight.com/uk

2006 www.insight.com/uk How to choose a CRM System How to choose a CRM System This guide is designed to help you build a business case for a CRM system, form an effective project team, ask the right questions, identify the challenges

More information

Creating Customer and Company Value through CRM. Richard Staelin Edward & Rose Donnell Professor of Business Administration Duke University

Creating Customer and Company Value through CRM. Richard Staelin Edward & Rose Donnell Professor of Business Administration Duke University Creating Customer and Company Value through CRM Richard Staelin Edward & Rose Donnell Professor of Business Administration Duke University What is CRM? Strategic CRM Operational CRM Analytical CRM 2 Core

More information

Customer relationship management MB-104. By Mayank Kumar Pandey Assistant Professor at Noida Institute of Engineering and Technology

Customer relationship management MB-104. By Mayank Kumar Pandey Assistant Professor at Noida Institute of Engineering and Technology Customer relationship management MB-104 By Mayank Kumar Pandey Assistant Professor at Noida Institute of Engineering and Technology University Syllabus UNIT-1 Customer Relationship Management- Introduction

More information

What is missing in campaign management today? Shaun Doyle VP Intelligent Marketing Solutions, SAS

What is missing in campaign management today? Shaun Doyle VP Intelligent Marketing Solutions, SAS What is missing in campaign management today? Shaun Doyle VP Intelligent Marketing Solutions, SAS Content What is campaign management? How has the technology evolved? Where are we today? What is missing?

More information

CRM: Retaining Your Customers: Preventing Your Competitors

CRM: Retaining Your Customers: Preventing Your Competitors CRM: Retaining Your Customers: Preventing Your Competitors Krittapon Victor Indarakris Founder & CEO Blue Intelligence (Thailand) Co., Ltd. October 30, 2007 Microsoft CRM October 30 th, 2007 1 Core Microsoft

More information

SYLLABUS. B.B.A. V SEM Subject Customer Relationship Management

SYLLABUS. B.B.A. V SEM Subject Customer Relationship Management SYLLABUS B.B.A. V SEM Subject Customer Relationship Management UNIT I Introduction to CRM: Definition and concepts of CRM, Components of CRM, Understanding the goal of CRM and Customer Touch Points. UNIT

More information

Safe Harbor Statement

Safe Harbor Statement Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment

More information

How successful is your campaign and promotion management? Towards best-practice campaign management strategies

How successful is your campaign and promotion management? Towards best-practice campaign management strategies How successful is your campaign and promotion management? Towards best-practice campaign management strategies Welcome to the new normal Businesses today are under unprecedented pressure to increase spending

More information

ANALYTICS. Acxiom Marketing Maturity Model CheckPoint. Are you where you want to be? Or do you need to advance your analytics capabilities?

ANALYTICS. Acxiom Marketing Maturity Model CheckPoint. Are you where you want to be? Or do you need to advance your analytics capabilities? ANALYTICS Analytics defined Analytics is the process of studying data to identify potential trends, evaluate decisions, or assess the performance of a tool, event, or scenario. The process should include

More information

Cross Sell. Unlocking the value from your customer relationships. < PREVIOUS NEXT > CLOSE x PRINT. Visit our website: www.lbm.co.

Cross Sell. Unlocking the value from your customer relationships. < PREVIOUS NEXT > CLOSE x PRINT. Visit our website: www.lbm.co. Unlocking the value from your customer relationships < PREVIOUS NEXT > CLOSE x PRINT Call us: 0161 616 Call 0599 us: 0161 616 0599 When cross and up-selling to your customers you tread a fine-line. Get

More information

2-DAY MBA MODULE ON STRATEGIC MARKETING OUTLINE

2-DAY MBA MODULE ON STRATEGIC MARKETING OUTLINE 2-DAY MBA MODULE ON STRATEGIC MARKETING OUTLINE Executive 2-DAY MBA Course Outline on Strategic Marketing This course combines academic rigour and real life experience from within the fast paced world

More information

Personalized Customer Experience Management

Personalized Customer Experience Management Personalized Customer Experience Management Prithvijit Roy CEO & Co-Founder, BRIDGEi2i 2014 BRIDGEi2i Analytics Solutions Pvt. Ltd. All rights reserved Personalized Customer Experience A BARTENDER A BARBER

More information

Sage CRM for Travel solution by Providian

Sage CRM for Travel solution by Providian Sage CRM for Travel solution by Providian Sage CRM for Travel solution by Providian Customer Relationship Management (CRM) delivers a variety of benefits across the full spectrum of the customer ecosystem

More information

Supply Chain development - a cornerstone for business success

Supply Chain development - a cornerstone for business success Supply Chain development - a cornerstone for business success Agenda 1. Supply chain considerations 2. Benefits of a developed SCM strategy 3. Competitive advantage by using a LSP 4. CRM/SCM key to business

More information

OXY GEN GROUP. engage. multi-channel solutions

OXY GEN GROUP. engage. multi-channel solutions OXY GEN GROUP engage multi-channel solutions hello. As UK CEO, I m delighted to welcome you to Oxygen8. We ve been at the forefront of multi-channel solutions since 2000. Headquartered in Birmingham, UK,

More information

26/10/2015. Enterprise Information Systems. Learning Objectives. System Category Enterprise Systems. ACS-1803 Introduction to Information Systems

26/10/2015. Enterprise Information Systems. Learning Objectives. System Category Enterprise Systems. ACS-1803 Introduction to Information Systems ACS-1803 Introduction to Information Systems Instructor: Kerry Augustine Enterprise Information Systems Lecture Outline 6 ACS-1803 Introduction to Information Systems Learning Objectives 1. Explain how

More information

TNS EX A MINE BehaviourForecast Predictive Analytics for CRM. TNS Infratest Applied Marketing Science

TNS EX A MINE BehaviourForecast Predictive Analytics for CRM. TNS Infratest Applied Marketing Science TNS EX A MINE BehaviourForecast Predictive Analytics for CRM 1 TNS BehaviourForecast Why is BehaviourForecast relevant for you? The concept of analytical Relationship Management (acrm) becomes more and

More information

20 Quick Tips for Improving Your Email Marketing Programmes

20 Quick Tips for Improving Your Email Marketing Programmes 20 Quick Tips for Improving Your Email Marketing Programmes June 25, 2008 Presenter: Paul Bates UK Managing Director, StrongMail Systems 1 Agenda Introduction Best Practices Overview 20 Quick Tips About

More information

e-crm: Latest Paradigm in the world of CRM

e-crm: Latest Paradigm in the world of CRM e-crm: Latest Paradigm in the world of CRM Leny Michael (Research Scholar, Bharathiyar University, Coimbatore) Assistnat Professor Caarmel Engineering College Koonamkara Post, Perunad ranni-689711 Mobile

More information

Agenda. Bradesco s DNA. Tacit Knowledge. Customer Base. Bradesco s CRM. Operational. Campaigns. Competitive Intelligence. Performance Measurements

Agenda. Bradesco s DNA. Tacit Knowledge. Customer Base. Bradesco s CRM. Operational. Campaigns. Competitive Intelligence. Performance Measurements CRM September 2009 1 Agenda 2 Agenda 1 2 3 4 Bradesco s DNA Tacit Knowledge Customer Base Bradesco s CRM 4.1 Analytical 4.2 Operational 43 4.3 Campaigns 4.4 4.5 4.6 Competitive Intelligence Performance

More information

Bizzmaxx Intelligent Sales & Marketing Errol van Engelen Managing Director Errol.vanengelen@bizzmaxx.nl

Bizzmaxx Intelligent Sales & Marketing Errol van Engelen Managing Director Errol.vanengelen@bizzmaxx.nl Bizzmaxx Intelligent Sales & Marketing Errol van Engelen Managing Director Errol.vanengelen@bizzmaxx.nl Bizzmaxx 2012 - Internal use only Agenda About Bizzmaxx Intelligent Sales & Marketing Expertise,

More information

How To Optimize your Marketing Strategy with Smart WiFi

How To Optimize your Marketing Strategy with Smart WiFi How To Optimize your Marketing Strategy with Smart WiFi The Case for Smart WiFi When it comes to acquiring fans, large corporations like Nike may be at an advantage compared to a neighborhood ice cream

More information

Chapter 3: Using Databases

Chapter 3: Using Databases Chapter 3: Using Databases Overview Topics discussed: Types of databases Categorization based on information in the databases Categorization based on the nature of the underlying marketing activities Categorization

More information

Creating Customer Value, Satisfaction, and Loyalty 9/5/2008. Building Customer Value and Satisfaction

Creating Customer Value, Satisfaction, and Loyalty 9/5/2008. Building Customer Value and Satisfaction Chapter 4 Creating Customer Value, Satisfaction, and Loyalty 4-1 Chapter Questions How can companies deliver customer value, satisfaction, and loyalty? What is the lifetime value of a customer, and why

More information

Welcome to ICMI s Leadership and Business Management. ICMI Study Course

Welcome to ICMI s Leadership and Business Management. ICMI Study Course Welcome to ICMI s Leadership and Business Management Study Course Strategy and Valuation We will begin the session shortly. Administrative Notes Participate! Taking notes 3.1 1 Today s Agenda Vision, mission

More information

Like all football clubs, PSG suffered from unsold seats for the less-popular games. Even when it was able to sell tickets for

Like all football clubs, PSG suffered from unsold seats for the less-popular games. Even when it was able to sell tickets for Case Studies, E. Thompson Research Note 2 January 2004 Paris Saint-Germain Football Club Scores With CRM Strategy French soccer club Paris Saint-Germain switched from mass marketing to more targeted customer

More information

Customer Care for High Value Customers:

Customer Care for High Value Customers: Customer Care for High Value Customers: Key Strategies Srinivasan S.T. and Krishnan K.C. Abstract Communication Service Providers (CSPs) have started investing in emerging technologies as a result of commoditization

More information

MARKETING AUTOMATION BROUGHT TO YOU BY W8DATA

MARKETING AUTOMATION BROUGHT TO YOU BY W8DATA MARKETING AUTOMATION BROUGHT TO YOU BY W8DATA About W8Data About Us W8Data are a full data bureau operating with ISO9001, ISO14001 and ISO27001 classification, we also carry 128bit SSL encryption Our focus

More information

Five Predictive Imperatives for Maximizing Customer Value

Five Predictive Imperatives for Maximizing Customer Value Executive Brief Five Predictive Imperatives for Maximizing Customer Value Applying Predictive Analytics to enhance customer relationship management Table of contents Executive summary...2 The five predictive

More information

Customer Retention in the Life and Pension Market: To Have and To Hold

Customer Retention in the Life and Pension Market: To Have and To Hold A Datamonitor brief timely Customer Retention in the Life and Pension Market: To Have and To Hold Publication Date: Feb-04 Product Code: Reacting to the latest news breaking in your industry focused Hundreds

More information

Chapter 4: Implementing the CRM Strategy

Chapter 4: Implementing the CRM Strategy Chapter 4: Implementing the CRM Strategy Overview Topics discussed: Elements of a CRM System Customer Interphase / Touch Points CRM Applications Return on Investment (ROI) of CRM CRM Costs Why is ROI of

More information

Messaging Services. An immediate and engaging way to talk to customers and employees

Messaging Services. An immediate and engaging way to talk to customers and employees Messaging Services An immediate and engaging way to talk to customers and employees Messaging Services from O 2 can help you communicate with your customers and employees quickly and efficiently, using

More information

Relationship Marketing. SHSMD Luncheon October 5, 2007 Leean Kravitz Mudhouse Advertising

Relationship Marketing. SHSMD Luncheon October 5, 2007 Leean Kravitz Mudhouse Advertising Relationship Marketing SHSMD Luncheon October 5, 2007 Leean Kravitz Mudhouse Advertising What is relationship marketing? Marketing designed to create, maintain, and enhance strong relationships with customers

More information

A Blue Sheep White Paper Describing The Essential Journey from CRM to SCV to CIM

A Blue Sheep White Paper Describing The Essential Journey from CRM to SCV to CIM Customer Information Management A Blue Sheep White Paper Describing The Essential Journey from CRM to SCV to CIM Putting Customer Information Management at the heart of your company s marketing activities

More information

Database Direct Response Marketing Personal Selling

Database Direct Response Marketing Personal Selling 11 Chapter Eleven Database Direct Response Marketing Personal Selling 11-1 11 Selling Words 1400 Words - Copywriting service Business development specialist Generate prospects Collect information Qualify

More information

Pr(e)-CRM: Supercharging Your E- Business CRM Strategy

Pr(e)-CRM: Supercharging Your E- Business CRM Strategy Pr(e)-CRM: Supercharging Your E- Business CRM Strategy Presented by: Michael MacKenzie Chairman, Chief Research Officer Mike.Mackenzie@ConvergZ.com Michael Doucette President Mike.Doucette@ConvergZ.com

More information

Chapter 5: Customer Relationship Management. Introduction

Chapter 5: Customer Relationship Management. Introduction Chapter 5: Customer Relationship Management Introduction Customer Relationship Management involves managing all aspects of a customer s relationship with an organization to increase customer loyalty and

More information

Maximize customer value and reduce costs and risk

Maximize customer value and reduce costs and risk Maximize customer value and reduce costs and risk companies around the world face the same challenges: How can they lower costs while increasing profitability? Improve efficiency? Identify, attract and

More information

CUSTOMER RELATIONSHIP MANAGEMENT

CUSTOMER RELATIONSHIP MANAGEMENT 3-02-70 INFORMATION MANAGEMENT: STRATEGY, SYSTEMS, AND TECHNOLOGIES CUSTOMER RELATIONSHIP MANAGEMENT Ken Liang and Houston H. Carr INSIDE Customer Relationship Management; Information Technology and CRM;

More information