Sustaining Profitable Customer Relationships Using. Data-Driven Marketing. Data-Driven Marketing in Financial Services. in Financial Services
|
|
- Austin Ross
- 7 years ago
- Views:
Transcription
1 Sustaining Profitable Customer Relationships Using Data-Driven Marketing in Financial Services 1
2 Executive Summary Gone are the days when people chose their banks based on location. Today, customers rely on new technologies and channels to conduct transactions from anywhere in the world. Competition is only a click away. Loyalties can change in a matter of minutes. In this age of consumer empowerment, convenience, and choice, it is more important than ever for organizations to gain a deeper understanding of customers interests and behaviors if they wish to sustain lasting and profitable relationships. This paper explains how customer relationships can be threatened by lack of insight into their behaviors and preferences and how organizations can use data analytics and customer-centric marketing to improve these relationships and drive business. Identifying Marketing Problems Financial institutions participate in tens of millions of customer interactions every day across a variety of channels, including Web sites, mobile apps, social media, smart ATMs, kiosks, branch offices, call centers, and . These interactions result in a vast store of information that must be constantly integrated and analyzed to enable relevant and customized real-time responses. Every conversation and interaction provides insight into customer behavior and preferences. If you do not use all of this information to understand and engage with customers, your competitors will. For example, when a customer is ready to make an investment, the window of opportunity for meaningful engagement may be a few seconds at most, because the competition is only a click away. The pace of acceleration for customer expectations is increasing faster than the pace of innovation from most institutions. Marc DeCastro, IDC Financial Insights According to Forrester Research, 88 percent of people who do online banking use two or more channels to interact with their banks each year. 1 Can you tell when a customer is on the verge of leaving for another institution? Can you identify the right moment to offer a new service? Are current marketing efforts enticing your most profitable customers or driving them away? Most institutions today use best attempt marketing techniques to answer these questions and that is a dangerous strategy in today s data-rich, digitally connected world. While some organizations are starting to explore these new sources of customer information, most are deterred by the complexities of acquiring, integrating, enriching, storing, and analyzing the data. Without accurate and timely insight into the complete customer relationship across the physical and digital environments, marketing teams suffer from the following problems: ~ ~ Incomplete view of customer behavior: Do you understand the reasons behind customer churn? Could you improve the customer experience if you had a holistic view of all customer actions across all channels and parts of your business? Do you have the insight to provide meaningful personalization? ~ ~ Inefficient marketing and inaccurate marketing attribution: Do you use simple last click attribution for your marketing campaigns? Do you understand the golden path to purchase for key offerings? Do you know which marketing channels offer the best return on investment (ROI)? Without the ability to measure attribution across all channels, campaigns, offers, and interactions, organizations are allocating millions of dollars in marketing budgets based on assumptions. ~ ~ Product-focused marketing: Marketing teams often track performance across individual products and campaigns, rather than taking into account the overall customer experience. You may send dozens of offers each month for different products, when only a small handful of them may be of interest to certain 2
3 customers. By shifting to customer-centric marketing, institutions can improve marketing efficiency and engage customers with meaningful dialogue instead of overwhelming them with irrelevant offers. Analyzing Customer Data Data-driven marketing is the process of using the rich customer data at your disposal to create the relevant offers for the right customers at the right time, based on their behaviors and interactions. To achieve this objective, you must aggregate and analyze all the data available to you, including customer preferences, transaction history, purchases, social networks, geodemographics, and cross-channel interactions to better understand their needs and interests. Figure 1 shows customer trends in multi-channel banking based on recent Forrester Research survey results. % who purchased or applied for a product/ service By phone By mail On the Internet using a cell phone or tablet computer (e.g., Apple ipad)* On the Internet using a desktop, laptop, or netbook computer In person (a ) 2% 2% % of buyers in each channel who researched online (2012) 56% 58% 19% 29% 32% 16% 17% 12% 8% 32% 37% 40% 36% % 5% 37% 40% 2012 In person (at a branch On the Internet using a desktop, laptop, or netbook computer On the Internet using a cell phone or tablet computer (e.g., Apple ipad) By phone Base: US online adults who applied for t in the channel listed above in the past 12 months By mail Base: US online adults who applied f t/account except for mutual fund/etf account; small business checking account; small business credit card; small business loan/line of credit; and 401(k), 403(b), or other employer-sponsored ts in the past 12 months (percentages may not total 100 because of rounding) *In 2010 this response option was not available to survey respondents Figure 1: Multi-channel uses by customers in the industry. 3
4 By integrating and analyzing all of your sources of customer data, you can extract new insight that dramatically improves overall marketing performance: ~ ~ Discover hidden patterns lying deep within billions of customer interactions, gaining predictive insights into customer attrition or marketing attribution. ~ ~ Increase the number of products per customer by understanding their current interests and needs and responding with personalized, relevant, and timely offers. ~ ~ Improve net revenue by optimizing marketing efforts based on varying levels of value to your organization. ~ ~ Provide a seamless, synchronized, personalized experience for customers across all banking channels, around the clock, creating a one bank experience that improves retention and long-term growth. ~ ~ Improve the efficiency and effectiveness of marketing campaigns by matching them to customer preferences at the exact moment of decision making. Taking Six Steps Toward Customer-centric Marketing Customers should perceive your organization as a single entity, no matter how they interact with it, and datadriven marketing is the key to achieving this one bank impression. Companies that are finding success with data-driven marketing use and recommend the following general strategies: 1. Gain a real-time understanding of customer behaviors across multiple channels. As you analyze customer behavior, access all sources of customer data in the physical and digital worlds, such as the following: ~ ~ Online banking interactions ~ ~ Customer conversations at branch locations ~ ~ ATM and kiosk interactions ~ ~ Customer service contacts call center support and ~ ~ Mobile banking application usage ~ ~ Social media conversations and social networks How Much Could You Increase Customer Profitability? Financial organizations using data-driven marketing to analyze customer behavior have achieved the following measurable results, according to Teradata customer case studies: ~ ~ 50 percent increase in customer response rates, with an estimated ROI of up to 1,400 percent ~ ~ Increase from four and a half products per customer to more than six ~ ~ 3 percent to 5 percent reduction in customer churn What measurable business results could datadriven marketing bring to your organization? By combining data from all of these sources, you can identify events and paths that trigger significant business events, then micro-segment your customer base on newly discovered insights. You can then determine the most effective channels and offers for reaching customers on a similar path. For example, a customer with someone in their social network who has recently closed a checking account and made a large transfer to another bank may soon follow suit. Knowing this, you could intervene and lower or eliminate that risk. 2. Include customer context and value in all of your marketing decisions. If you focus on selling products rather than serving customers needs, you can overwhelm them with offers that could destroy a relationship you are trying to build. Consider the context and make only the appropriate offers that will sustain the relationship. In a product-focused marketing environment, every product group might want to make offers to your highnet-worth customers. In a customer-centric marketing organization, you will carefully manage which offers you make because the relationship is more important than the performance of any single product. 4
5 3. Optimize customer offers with true personalization. With a holistic, cross-channel view of the customer, you can hyper-segment your audience and make personalized offers. Understanding the behavior patterns that indicate dissatisfaction or interest in competitors may give you the insight to promote unique customized offers. For example, a bank might use multi-channel interaction data to discover that customers who used a savings calculator widget on its Web site were significantly more likely to open a wealth management account, CD, or other savings product. This information could then be used to drive event-based marketing offers to those customers. 4. Test and retest to identify customer needs. Your customer data plays a key role in developing new and innovative product offerings that differentiate your organization s. With real-time and comprehensive visibility into customer behavior, you can refine product offers and iteratively analyze the results. 5. Find sources of customer churn. Any reduction in customer churn can have a significant impact on your bottom line. A careful analysis of customer behavior patterns may hold the key to finding common triggers. For example, discovery analysis of data might show that customers who have been researching CD rates on a bank rate comparison Web site and have a CD about to expire are likely to move their money elsewhere. If the customer value is high, you can proactively present a more competitive offer, such as a higher-interest CD or investment product when they are at the decision point retaining those who were otherwise likely to move their money to a competitor. 6. Look beyond marketing to reuse data for bigger returns. An up-to-date, comprehensive view of the customer is invaluable for detecting fraud, measuring risk, and improving service. By building a comprehensive analytics platform to support data-driven marketing, you can share this robust analytics environment with your fraud prevention team, minimizing loss while gaining operational efficiencies across your organization. Implementing a Data-Driven Marketing Strategy The technologies and analytic platforms are available today for implementing data-driven marketing for your organization. As you put your strategy in place, make sure it supports the following essential requirements: ~ ~ Diverse data sources and types: You need to analyze customer activity across online and offline sources. Doing this requires combining structured data (from customer and banking databases) with multistructured data (Web logs, social media posts, and ). ~ ~ High volumes and frequencies: Create a system to store, capture, and analyze all customer interaction data generated across all channels, including social media. ~ ~ Real-time changes in customer behavior: To make timely offers or identify customer behavior patterns that predict churn, you need up-to-the-minute data. ~ ~ Iterative analysis: You will need the right analytics tools to efficiently run iterative analysis as new data comes in and as you fine-tune and test your new strategies and product offerings. ~ ~ Access to insight: To get the maximum value from your data, provide analysts easy access to the insight with the right tools and analytics applications. ~ ~ Scalability: Data sources and the business environment will continue to evolve over time, and you need to be prepared. No single technology can address all aspects of this kind of data-intensive analysis. Instead, you will need a comprehensive solution such as the Teradata Unified Data Architecture (see Figure 2) that includes the following key components: ~ ~ Data staging: First, you need a way to load, refine, and store all of the multistructured data in a cost-effective and efficient manner. This data may include , Web log files, call center notes, in-person dialogues, social media conversations, mobile device information, and location data. Financial organizations can use the data-staging platform to cost-effectively integrate and store years of data for future use as market trends emerge. 5
6 Figure 2: The Teradata Unified Data Architecture ~ ~ Data discovery: Use data discovery analytics to unlock insights from big data. The discovery platform finds hidden patterns and detects customer attrition, the golden path to purchase, social networks, and customer sentiments on your brand, products, and. The data discovery platform supports the iterative analytics necessary to create, refine, and maintain personalized, event-based rules for customers. ~ ~ Data warehouse: An integrated data warehouse gives you a single source of consolidated and shared data to manage the business and deliver strategic and operational analytics to the extended organization. The data warehouse enriches data from the data discovery platform with information such as payment and product usage, customer preference, customer lifetime value, profitability, and credit risk. By uncovering hidden patterns and paths in data, analysts can refine customer treatment in a way that supports ongoing, meaningful conversations and relevant offers. 6
7 Conclusion Data-driven marketing unleashes the business value that is otherwise hidden in mountains of cross-channel customer data. Using this insight, you can discover new patterns of customer behavior, innovate and test new offerings, and create a consistent one bank approach to the customer relationship: ~ ~ Improve ROI by understanding which channels are most effective for which customers and by offering relevant and timely messages using behavior-based customer segmentation. ~ ~ Improve profitability by increasing the number of products per customer and retaining your most profitable customers. ~ ~ Reduce customer churn by identifying and proactively reducing attrition of your most profitable customers and by improving the overall customer relationship and experience. ~ ~ Know when members of a customer s social network are switching banks. ~ ~ Keep a history of customer tweets about your brand so you can respond in ways that show you truly know your customers. ~ ~ Use marketing data for customer-related functions such as fraud, risk, and customer service. To learn more about data-driven marketing and how Teradata solutions can help you improve customer relationships and drive business, visit industry-expertise/-/. About the Author Ray Wilson is a program director at Teradata with more than 25 years of business consulting and data warehousing experience in the industry. He is responsible for defining Teradata banking industry strategy, marketing, go-to-market solutions, and sales support. endnotes 1. The State of North American Digital and Multichannel Banking 2013, Forrester Research, April Innovation, Drive Dayton, OH teradata.com The Best Decision Possible and Unified Data Architecture are trademarks and Teradata and the Teradata logo are registered trademarks of Teradata Corporation and/or its affiliates in the U.S. and worldwide. Teradata continually improves products as new technologies and components become available. Teradata, therefore, reserves the right to change specifications without prior notice. All features, functions, and operations described herein may not be marketed in all parts of the world. Consult your Teradata representative or Teradata.com for more information. 7 Copyright 2013 by Teradata Corporation All Rights Reserved. Produced in USA. EB-7537 > 0613
UNLEASHING THE VALUE OF THE TERADATA UNIFIED DATA ARCHITECTURE WITH ALTERYX
UNLEASHING THE VALUE OF THE TERADATA UNIFIED DATA ARCHITECTURE WITH ALTERYX 1 Successful companies know that analytics are key to winning customer loyalty, optimizing business processes and beating their
More informationRedefining Customer Analytics
SAP Brief SAP Customer Engagement Intelligence Objectives Redefining Customer Analytics Making personalized connections with customers in real time Making personalized connections with customers in real
More informationGovernment. 01.14 eb 7966. Data-Driven Marketing for Next-Generation Citizen Engagement
Data-Driven Marketing for Next-Generation Citizen Engagement 1 Putting Citizens First Understanding how Data-Driven Strategies Propel Next-Generation Citizen Engagement executives are struggling with so
More informationHealthcare s Future Depends on Data-Driven. Healthcare. 03.13 eb 7439. Healthcare s Future Depends on Data- Driven Insights into
s Future Depends on Data-Driven s Future Depends on Data- Driven Insights into Individual Behavior 1 s Future Depends on Data-Driven Table of Contents 2 Abstract 3 Part I: The Link Among Data, Analytics
More informationThe Power of Personalizing the Customer Experience
The Power of Personalizing the Customer Experience Creating a Relevant Customer Experience from Real-Time, Cross-Channel Interaction WHITE PAPER SAS White Paper Table of Contents The Marketplace Today....1
More informationThree proven methods to achieve a higher ROI from data mining
IBM SPSS Modeler Three proven methods to achieve a higher ROI from data mining Take your business results to the next level Highlights: Incorporate additional types of data in your predictive models By
More informationPatient Relationship Management
Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information
More information5 Big Data Use Cases to Understand Your Customer Journey CUSTOMER ANALYTICS EBOOK
5 Big Data Use Cases to Understand Your Customer Journey CUSTOMER ANALYTICS EBOOK CUSTOMER JOURNEY Technology is radically transforming the customer journey. Today s customers are more empowered and connected
More informationIBM Coremetrics Web Analytics
IBM Coremetrics Web Analytics Analytics to power digital marketing optimization and execution Highlights Real-time Key Performance Indicators (KPIs) suitable for marketers from finance, retail, content
More informationLeverage Insights. Ignite Brand Engagement.
Leverage Insights. Ignite Brand Engagement. Connect with Your Customers through Individualized Insights from the Teradata Integrated Marketing Cloud. We power marketing. 86% of Customers Say Relevant Offers
More informationEXPERIAN MARKETING SUITE
EXPERIAN MARKETING SUITE The Experian Marketing Suite The Experian Marketing Suite is the world s most flexible and comprehensive marketing solution, enabling brands to create and deliver exceptional and
More informationHow To Create A Successful Marketing Campaign
Research Brief Elevating Customer Analytics Initiatives and Building the Coveted Holistic Customer View November 2014 Written By: Christy Maver, Actian Key Takeaways 1. The evolution of Big Data and analytics
More informationUnlock the business value of enterprise data with in-database analytics
Unlock the business value of enterprise data with in-database analytics Achieve better business results through faster, more accurate decisions White Paper Table of Contents Executive summary...1 How can
More informationWhite Paper. Cross-channel Marketing: Go Mobile. Go Social.
Cross-channel Marketing: Go Mobile. Go Social. Cross-channel Marketing: Go Mobile. Go Social. Introduction: Mobile and Social Media and Buying Cross-channel marketing is evolving from the vast number of
More informationAccenture Business Intelligence for Fashion and Luxury. Creating a Differentiated Customer Experience for Long-term Brand Loyalty
Accenture Business Intelligence for Fashion and Luxury Creating a Differentiated Customer Experience for Long-term Brand Loyalty Fashion is inherently an ever-changing industry. Customer preferences fluctuate
More informationFinancial Services. Market Insights, Drivers & Best Practices
Financial Services Market Insights, Drivers & Best Practices Purpose This guide provides key insights for digital marketing practitioners and executives working in the Financial Services industry. Those
More informationAdobe Analytics Premium Customer 360
Adobe Analytics Premium: Customer 360 1 Adobe Analytics Premium Customer 360 Adobe Analytics 2 Adobe Analytics Premium: Customer 360 Adobe Analytics Premium: Customer 360 3 Get a holistic view of your
More informationBoosting Customer Loyalty and Bottom Line Results
Boosting Customer Loyalty and Bottom Line Results Putting Customer Experience First in Your Contact Center TABLE OF CONTENTS Meeting Today s Customer Expectations...1 Customer Service is an Ongoing Experience...2
More informationIBM Customer Experience Suite and Predictive Analytics
IBM Customer Experience Suite and Predictive Analytics Introduction to the IBM Customer Experience Suite In order to help customers meet their exceptional web experience goals in the most efficient and
More informationFive 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 informationIBM Coremetrics Web Analytics
IBM Coremetrics Web Analytics Analytics to power digital marketing optimization and execution Highlights Real-time Key Performance Indicators (KPIs) suitable for marketers from finance, retail, content
More informationNext Best Action Using SAS
WHITE PAPER Next Best Action Using SAS Customer Intelligence Clear the Clutter to Offer the Right Action at the Right Time Table of Contents Executive Summary...1 Why Traditional Direct Marketing Is Not
More informationLISTEN TO THE VOICE OF CUSTOMER EXPERIENCE
LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE The Four Essentials of a Customer Experience Program www.nice.com WHERE CX PROGRAMS STUMBLE Many companies recognize the value of a customer experience (CX) program,
More informationNICE MULTI-CHANNEL INTERACTION ANALYTICS
NICE MULTI-CHANNEL INTERACTION ANALYTICS Revealing Customer Intent in Contact Center Communications CUSTOMER INTERACTIONS: The LIVE Voice of the Customer Every day, customer service departments handle
More informationUnlocking the opportunity with Decision Analytics
Unlocking the opportunity with Decision Analytics Not so long ago, most companies could be successful by simply focusing on fundamentals: building a loyal customer base through superior products and services.
More informationPeople-Focused Marketing At The Speed Of Today s Connected Consumers Engage your Audience with Real-Time Context and Relevance
A Forrester Consulting Thought Leadership Paper Commissioned By Criteo February 2016 People-Focused Marketing At The Speed Of Today s Connected Consumers Engage your Audience with Real-Time Context and
More informationInsurance 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 informationThe Marketer s Dilemma
The Marketer s Dilemma For Love or Money Jocelyn Brown Senior Director, Market Readiness Oracle Marketing Cloud January 19 th, 2016 Copyright 2015, Oracle and/or its its affiliates. All All rights reserved.
More information3 Top Big Data Use Cases in Financial Services
FINANCIAL SERVICES USE CASE EBOOK 3 Top Big Data Use Cases in Financial Services How Financial Services Companies are Gaining Momentum in Big Data Analytics and Getting Results INTRODUCTION Helping Financial
More informationThe case for Centralized Customer Decisioning
IBM Software Thought Leadership White Paper July 2011 The case for Centralized Customer Decisioning A white paper written by James Taylor, Decision Management Solutions. This paper was produced in part
More information2%INCREASE 66%INCREASE. Boylesports, winning through marketing.
Boylesports, winning through marketing. Top Irish bookmaker masters cross-channel marketing and personalized customer communications with Adobe Campaign. Adobe Campaign had by the far the richest capabilities
More informationMobile Banking Adoption: Where Is the Revenue for Financial Institutions? Understanding the Value of Engaging Consumers in the Mobile Channel
Mobile Banking Adoption: Where Is the Revenue for Financial Institutions? Understanding the Value of Engaging Consumers in the Mobile Channel It goes without saying that mobile is an important channel
More informationSAP Makes Big Data Real Real Time. Real Results.
SAP Makes Big Data Real Real Time. Real Results. MAKE BIG DATA REAL WITH SAP SOLUTIONS: ACCELERATE. APPLY. ACHIEVE Accelerate, Apply, and Achieve Big Results from Your Big Data Big Data represents an opportunity
More informationBest Practices for Relationship Marketing
WebTrends 851 SW 6th Ave., Suite 600 Portland, OR 97204 1.503.294.7025 1.503.294.7130 fax US Toll Free 1-877-WebTrends (1-877-932-8736) WebTrends Sales 1.888.932.8736 sales@webtrends.com Europe, Middle
More informationEnterprise Marketing Management (EMM)
IBM Software Thought Leadership White Paper Enterprise Marketing Management Today s empowered customer puts marketing to the test Enterprise Marketing Management empowers marketers 2 Contents 2 Businesses
More informationData Ownership Overview: Using omni-channel data to connect one-on-one with customers
: Using omni-channel data to connect one-on-one with customers Purpose This overview of data ownership provides key insights for marketing practitioners and executives. Those serving and interacting with
More informationORACLE SALES ANALYTICS
ORACLE SALES ANALYTICS KEY FEATURES & BENEFITS FOR BUSINESS USERS Analyze pipeline opportunities to determine actions required to meet sales targets Determine which products and customer segments generate
More informationAchieving customer loyalty with customer analytics
IBM Software Business Analytics Customer Analytics Achieving customer loyalty with customer analytics 2 Achieving customer loyalty with customer analytics Contents 2 Overview 3 Using satisfaction to drive
More informationDrive 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 informationhybris Solution Brief Hybris Marketing Market to an Audience of One
hybris Solution Brief Hybris Marketing Market to an Audience of One People are intuitive. A shop owner can meet a customer and immediately pick up on explicit and implicit cues that signal intent: What
More informationFind New Customers and Markets by Analyzing Mobile Network Operator Data
SAP Brief SAP Mobile Services SAP Consumer Insight 365 Objectives Find New Customers and Markets by Analyzing Mobile Network Operator Data Mobile data a paradigm shift in connected consumer analytics Mobile
More informationHow 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 informationSolving the Challenge of Lead Management Automation
WHITE PAPER Solving the Challenge of Lead Management Automation How We Did It and What We Learned Table of Contents Background... 1 Business Challenges... 2 Adapting to Digital Marketing... 2 Developing
More informationA Recent Article: Analytical CRM Powers Profitable Relationships:
A Recent Article: Analytical CRM Powers Profitable Relationships: Creating Success by Letting Customers Guide You By Ronald S. Swift, Author of Accelerating Customer Relationships, 2000 In the turbulent
More informationAn Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking
An Oracle White Paper October 2010 Siebel Financial Services Customer Relationship Management for Banking Executive Overview Banks are in constant interaction with customers. A winning and proven strategy
More informationDrive growth. See results. Performance Marketing Services Overview
Drive growth. See results. Performance Marketing Services Overview Channel agnostic portfolio management designed with your goals in mind. Channels don t matter to the customer; they engage with brands
More informationBuild Your Brand and Increase Revenue Through Digital Channels
SAP Brief Adobe Experience Manager from SAP Adobe Target from SAP Adobe Analytics from SAP Objectives Build Your Brand and Increase Revenue Through Digital Channels Engage customers with personalized content
More informationImproving The Retail Experience Through Fast Data
A Forrester Consulting Thought Leadership Paper Commissioned By TIBCO Software February 2016 Improving The Retail Experience Through Fast Data Overview Customers expect better-individualized experiences
More informationMarketing Science Institute 2014-2016 Research Priorities
Marketing Science Institute 2014-2016 Research Priorities Source: www.msi.org Every two years, the Marketing Science Institute asks member companies to help select the priorities that will drive research
More informationMulti-channel Marketing
RIGHT TIME REVENUE OPTIMIZATION How To Get Started RIGHT TIME REVENUE OPTIMIZATION How To Get Started Summary: The Short List Here s our suggested short list from this paper: Multi-channel marketing is
More informationHow To Use Big Data To Help A Retailer
IBM Software Big Data Retail Capitalizing on the power of big data for retail Adopt new approaches to keep customers engaged, maintain a competitive edge and maximize profitability 2 Capitalizing on the
More informationIncreasing Marketing ROI with Customer Analytics. 2013 IBM Corporation
Increasing Marketing ROI with Customer Analytics 1 The agenda The Marketer s Evolving Role Data/Analytics Based Decisions Customer Analytics to Increase ROI ROI in Action 2 The Marketer s Evolving Role:
More information5 tips to engage your customers with event-based marketing
IBM Software Thought Leadership White Paper IBM ExperienceOne 5 tips to engage your customers with event-based marketing Take advantage of moments that matter with in-depth insight into customer behavior
More informationMultichannel marketing: creating a competitive advantage in today s complex marketing landscape For marketing and customer intelligence executives
Multichannel Marketing Solution Brief Multichannel marketing: creating a competitive advantage in today s complex marketing landscape For marketing and customer intelligence executives Executive summary
More informationFive Ways Retailers Can Profit from Customer Intelligence
Five Ways Retailers Can Profit from Customer Intelligence Use predictive analytics to reach your best customers. An Apption Whitepaper Tel: 1-888-655-6875 Email: info@apption.com www.apption.com/customer-intelligence
More informationORACLE SUPPLY CHAIN AND ORDER MANAGEMENT ANALYTICS
ORACLE SUPPLY CHAIN AND ORDER MANAGEMENT ANALYTICS KEY FEATURES & BENEFITS FOR BUSINESS USERS Provide actionable information to conduct intelligent analysis of orders related to regions, products, periods
More informationBig Data overview. Livio Ventura. SICS Software week, Sept 23-25 Cloud and Big Data Day
Big Data overview SICS Software week, Sept 23-25 Cloud and Big Data Day Livio Ventura Big Data European Industry Leader for Telco, Energy and Utilities and Digital Media Agenda some data on Data Big Data
More informationThe secret to reducing churn
Solutions for Enabling Lifetime Customer Relationships The secret to reducing churn Leveraging analytics for better customer insight WHITE PAPER: COMMUNICATIONS Dr. Patrick Surry Global Solution Owner
More informationPowering Performance with Customer Intelligence. Are you ready to make Customer Intelligence your performance advantage to outpace the competition?
Powering Performance with Customer Intelligence Are you ready to make Customer Intelligence your performance advantage to outpace the competition? Frequently Asked Questions (FAQs) PNT Marketing Services
More informationData quality and the customer experience. An Experian Data Quality white paper
Data quality and the customer experience An Experian Data Quality white paper Data quality and the customer experience Contents Executive summary 2 Introduction 3 Research overview 3 Research methodology
More informationHow To Be Successful At Relentless Marketing
WHITE PAPER The Key to Relentless Marketing... Anticipate, Automate, Syndicate WHITE PAPER 1 Table of Contents Executive Summary 1 The Business Challenge: Effective Marketing in an Increasingly 1 Complex
More informationIBM Unica and Cincom Synchrony : A Smarter Partnership
DATA SHEET Smarter Commerce for Smarter Customers Today s customers are deciding when and where the buying process begins, when it ends, who will be part of it, what order it will follow and how all elements
More information> Cognizant Analytics for Banking & Financial Services Firms
> Cognizant for Banking & Financial Services Firms Actionable insights help banks and financial services firms in digital transformation Challenges facing the industry Economic turmoil, demanding customers,
More informationAccenture Customer Engagement. A Comprehensive Digital Marketing Managed Service Built on Adobe Marketing Cloud
Accenture Customer Engagement A Comprehensive Digital Marketing Managed Service Built on Adobe Marketing Cloud Accenture Customer Engagement A Comprehensive Digital Marketing Managed Service Built on the
More informationWhy Traditional ESPs Aren t Cutting It for Email Marketers Results of an Adobe Study Conducted Across DMA Members
Why Traditional ESPs Aren t Cutting It for Email Marketers Results of an Adobe Study Conducted Across DMA Members Why Traditional ESPs Aren t Cutting It for Email Marketers Table of contents 3 Email marketing
More informationContinuous Customer Dialogues
Continuous Customer Dialogues STRATEGIES FOR GROWTH AND LOYALTY IN MULTI-CHANNEL CUSTOMER-ORIENTED ORGANIZATIONS whitepaper TABLE OF CONTENTS: PAGE Overview...3 The Continuous Customer Dialogue Vision...4
More informationFive predictive imperatives for maximizing customer value
Five predictive imperatives for maximizing customer value Applying predictive analytics to enhance customer relationship management Contents: 1 Introduction 4 The five predictive imperatives 13 Products
More informationSUSTAINING COMPETITIVE DIFFERENTIATION
SUSTAINING COMPETITIVE DIFFERENTIATION Maintaining a competitive edge in customer experience requires proactive vigilance and the ability to take quick, effective, and unified action E M C P e r s pec
More informationTurbocharge Your Email Marketing Through Better Transactional Messages
Turbocharge Your Email Marketing Through Better Turbocharge Your Email Marketing Through Better How to Use Everyday Transactional Emails for Greater Customer Experiences and More Revenue $ option #3 option
More informationHow To Meet Customer Expectations On Mobile
IBM Software Industry Solutions Meeting the expectations of the mobile customer Strategies for offering a consistent customer experience across channels Meeting the expectations of the mobile customer
More informationThe Digital Transformation
The Digital Transformation Driving Multichannel Engagement in Life Sciences with Oracle Marketing Cloud Peter Rojas Sr Director Life Sciences Marilyn Cox Marketing Principal - Industry Center of Excellence
More informationElevate Customer Experience and Engagement in the New Digital World
Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,
More information[ 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 informationORACLE LOYALTY ANALYTICS
ORACLE LOYALTY ANALYTICS KEY FEATURES & BENEFITS FOR BUSINESS USERS Increase customer retention and purchase frequency Determine key factors that drive loyalty and use that insight to increase overall
More informationAssessing campaign management technology
Assessing campaign management technology Introduction Table of contents 1: Introduction 2: 1. Can the campaign management platform be used to build a single marketing view of customers? 3: 2: Can the campaign
More informationMicrosoft Dynamics CRM for Financial Services. Making customers the heart of your business.
Microsoft Dynamics CRM for Financial Services Making customers the heart of your business. In today s competitive financial services market the focus is the customer making sure the customer is at the
More informationNOUS CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING INFOSYSTEMS LEVERAGING INTELLECT
NOUS INFOSYSTEMS LEVERAGING INTELLECT CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING Abstract Understanding the customer experience is the key in today s highly competitive and changing banking industry.
More information37 Marketing Automation Best Practices David M. Raab Raab Associates Inc.
37 Marketing Automation Best Practices David M. Raab Raab Associates Inc. Many companies today have installed marketing automation or demand generation software.* But buying a system is like joining a
More informationManaging all your customer interactions Ambit CustomerConnect
RETAIL BANKING Customer Management Human. PRODUCT SHEET Managing all your customer interactions Ambit CustomerConnect SunGard s Ambit CustomerConnect provides banks with an integrated, centralized solution
More informationADOBE EXPERIENCE MANAGER MOBILE. for Financial Services
ADOBE EXPERIENCE MANAGER MOBILE for Financial Services Deliver beautiful financial services apps with real business impact. To meet the rising expectations of today s digitally savvy consumers, banks,
More informationOmni-Channel Banking Customer Experience: Forget What You Thought You Knew about Channels
A Point of View Omni-Channel Banking Customer Experience: Forget What You Thought You Knew about Channels In social media, customers discuss their experience across ALL your interaction channels, which
More informationCustomer Lifecycle Management How Infogix Helps Enterprises Manage Opportunity and Risk throughout the Customer Lifecycle
Customer Lifecycle Management How Infogix Helps Enterprises Manage Opportunity and Risk throughout the Customer Lifecycle Analytics can be a sustained competitive differentiator for any industry. Embedding
More information4 Ways Retailers Can Beat the Competition. (With Data They Already Have)
4 Ways Retailers Can Beat the Competition (With Data They Already Have) On the surface, the retail data playing field looks fairly level. From big-box retailers like Walmart to small, independent boutiques,
More informationWhat s New in Analytics: Fall 2015
Adobe Analytics What s New in Analytics: Fall 2015 Adobe Analytics powers customer intelligence across the enterprise, facilitating self-service data discovery for users of all skill levels. The latest
More informationInformation-Driven Transformation in Retail with the Enterprise Data Hub Accelerator
Introduction Enterprise Data Hub Accelerator Retail Sector Use Cases Capabilities Information-Driven Transformation in Retail with the Enterprise Data Hub Accelerator Introduction Enterprise Data Hub Accelerator
More informationCloudera Enterprise Data Hub in Telecom:
Cloudera Enterprise Data Hub in Telecom: Three Customer Case Studies Version: 103 Table of Contents Introduction 3 Cloudera Enterprise Data Hub for Telcos 4 Cloudera Enterprise Data Hub in Telecom: Customer
More informationEveryone can change the web. Anytime. Anywhere.
Everyone can change the web. Anytime. Anywhere. Create a compelling, dimensional web experience and engage your customers. Experience is everything. 1 2 3 Experience Is Everything Why customers leave your
More informationDigital Marketing Center
Digital Marketing Center One Product, Many Ways to Engage with Your Customers Solution Insight 01.15 DIGITAL MARKETING Automate complex omni-channel digital marketing campaigns Plan, design and send campaigns
More informationSolve 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 informationE X E C U T I V E S T R A T E G Y S E R I E S. CUSTOMER EXPERIENCE Empowering People. Powering Brands.
E X E C U T I V E S T R A T E G Y S E R I E S CUSTOMER EXPERIENCE Empowering People. Powering Brands. Introduction The digital revolution is creating a new experience revolution, transforming everyday
More informationWhite Paper. Real-time Customer Engagement and Big Data are Changing Marketing
Real-time Customer Engagement and Big Data are Changing Marketing Real-time Customer Engagement and Big Data are Changing Marketing Marketing is rapidly approaching to what marketers have often dreamed
More informationDelivering a Smarter Shopping Experience with Predictive Analytics:
IBM Software Business Analytics Retail Delivering a Smarter Shopping Experience with Predictive Analytics: Innovative Retail Strategies Delivering a Smarter Shopping Experience with Predictive Analytics:
More informationSolve 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 informationTeradata Marketing Operations. Reduce Costs and Increase Marketing Efficiency
Teradata Marketing Operations Reduce Costs and Increase Marketing Efficiency Product Insight Brochure What Would You Do If You Knew? TM What would you do if you knew your marketing efforts could be freed
More informationSuccessful marketing in today s challenging insurance environment. Acquire new customers. Postal databases
CONSUMER INFORMATION SOLUTIONS Insurance Successful marketing in today s challenging insurance environment With more options available to your customers and more businesses competing for those customers,
More informationDriving Outstanding Post-Implementation Performance with Optimisation Services Transform Your Business With Salmon Ecommerce Services
Driving Outstanding Post-Implementation Performance with Optimisation Services Transform Your Business With Salmon Ecommerce Services www.salmon.com 1 DRIVING OUTSTANDING ECOMMERCE PERFORMANCE Over 25
More informationSAP Thought Leadership SAP Customer Relationship Management. Strengthen the Brand and Improve
SAP Thought Leadership SAP Customer Relationship Management Enhancing the Customer Experience with Loyalty Management Strengthen the Brand and Improve Customer Retention Executive Summary Satisfying Customers,
More informationSitecore Experience PlatformTM. Know every customer. Shape every experience.
Sitecore Experience PlatformTM Know every customer. Shape every experience. Because you need to own every experience The Sitecore Experience Platform TM Know every customer How do you treat millions of
More informationUnderstanding Your Customer Journey by Extending Adobe Analytics with Big Data
SOLUTION BRIEF Understanding Your Customer Journey by Extending Adobe Analytics with Big Data Business Challenge Today s digital marketing teams are overwhelmed by the volume and variety of customer interaction
More information