From Complexity to Client Centricity - Business Analytics nel settore bancario
|
|
- Norman McCarthy
- 8 years ago
- Views:
Transcription
1 From Complexity to Client Centricity - Business Analytics nel settore bancario IBM Forum Milano, 22 Giugno 2011 Francesca Gandini IBM Associate Partner, Banking Sector f.gandini@it.ibm.com
2 Un recente studio MIT Sloan Management Review e IBM Institute for Business Value dimostra la correlazione positiva tra l utilizzo dei Business Analytics e le performance delle aziende intervistate Top Performers are more likely to use an analytic approach over intuition* 53% of top performers use analytics to guide strategic decisions *within business processes Organizations that lead in analytics outperform those who are just beginning to adopt analytics Source: IBM IBV and MIT Sloan Management Review. 2
3 Il settore bancario in particolare sta investendo in diverse iniziative di Business Analytics, soprattutto di area Marketing e Commerciale, per sostenere la creazione di profitto a lungo termine Building sophisticated insights in client needs Innovate pricing models to be more aligned with client segments and bundling +14% +11% +13% Optimize channels to maximize satisfaction while balancing services and prices 3
4 Le banche intendono investire per arricchire l attuale segmentazione demografica della clientela con informazioni sui bisogni e comportamenti d acquisto, per identificare il valore del cliente e nuove fonti di profitto Modernize client segmentation techniques Which client segmentation method lacks information today? Behavior Segmentation Mature Emerging 3% 6% 3% 4% 21% 23% 32% 34% 38% 36% Client Needs Centric Mature 3% 8% Emerging 2% 7% 19% 16% 31% 32% 38% 44% 0% 20% 40% 60% 80% 100% Disagree Agree 4 Disagree Agree Source: IBM IBV in partnership with the Economist Intelligence Unit surveyed the Top 200 banks (28% Americas, 36% Europe and 36% Asia and Australia) on How will banks compete in the new economic environment Neutral
5 La maggior parte delle banche intervistate ha in atto la revisione delle strutture di prezzo, per adottare modelli più flessibili e modulari in grado di aumentare la fidelizzazione dei clienti What is Needed for Better Pricing Models? Innovating pricing models to be more closely aligned with client segments (loyalty and profit) % 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% 25% 13% Standard across the board, regardless of our client relationship Current Future Mature Markets 31% 36% Prices to reflect client holdings across multiple deposit and loans products Self Service Granular Pricing Pricing 1 Bundles 1 Mature 0% 14% Emerging 1% 7% Mature 3% 11% Emerging0% 12% 20% 19% 26% 26% 32% 36% 31% 36% 40% 31% 31% 24% 0% 20% 40% 60% 80% 100% Disagree Disagree Neutral Agree Agree 1 Granular Pricing (i.e., customized prices developed individually based on individual client needs) 1 Self Service Pricing Bundles that let clients chose a bundle of products and channels at pre-set prices 5 Source: IBM IBV in partnership with the Economist Intelligence Unit surveyed the Top 200 banks (28% Americas, 36% Europe and 36% Asia and Australia) on How will banks compete in the new economic environment
6 Anche nel modello distributivo le banche intendono adottare un approccio più orientato al cliente, quando il livello medio di soddisfazione per canale appare ancora medio, ed abilitare la raccolta di ulteriori informazioni di interazione Predicted Channel Use and Current Levels of Satisfaction Current level of Customer Satisfaction High satisfaction ATM Social Media Branch Call Center Internet Mobile Thanks to Web Analytics we succeed in gathering further info and insight on client interaction and e-campaign effectiveness, Senior Executive Top 50 retail bank Average response score Low satisfaction Social media is at the same stage as the internet in the early 90s, Senior Executive Top 50 retail bank No change High Change Predicted Channels Use 6 Source: IBM IBV in partnership with the Economist Intelligence Unit surveyed the Top 200 banks (28% Americas, 36% Europe and 36% Asia and Australia) on How will banks compete in the new economic environment
7 La strategia IBM per i Business Analytics è completamente allineata a quella dei propri clienti e si basa su un portafoglio completo di soluzioni e competenze specifiche More than $14B in Acquisitions Since 2005 More than 10,000 Technical Professionals More than 7,500 Dedicated Consultants Largest Math Department in Private Industry More than 27,000 Business Partner Certifications Social Analytics/Consumer Insight Workload Optimized Systems Advanced Case Management Content Analytics Decision Management Stream Computing Pervasive Content purescale 2011 purexml Autonomic Operations Developer Productivity Deep Compression
8 Customer segmentation according to lifetime value and campaign optimization Advanced analytics estimates customer lifetime value for banks and optimize commercial actions accordingly in respect of budget availability, improving customer insight and campaign effectiveness Business challenge In a highly competitive financial market, Banca Carige needs a more sophisticated segmentation approach of its customer to drive more efficient marketing campaigns and allocate commercial budget resources accordingly to maximize profitability. Banca Carige sees the opportunity to reinvent customer relationship, adopting new CRM analytical models and tools, in order to enlarge client knowledge, increase customer satisfaction and manage relationship discontinuity. Solution Adoption of an innovative CRM solution, based on advance analytics methodology and tool developed by IBM Zurich Laboratory, aimed to define customer current and potential value (customer equity and lifetime value - CELM). The CELM solution is based on a CRM Datamart, in which all significant client data are collected for analytical purpose: algorithms measure multiple customer behaviors variables (demographics, historical value, loyalty ) and data mining functionalities support propensity/churn analysis, to determine customers value. The predictive modeling (Customer Dynamics) embedded in the CELM solution evaluates the impact of campaigns and assess incremental customer value generated, planning commercial activities in the medium terms accordingly Benefits Integrated view and deeper knowledge, analytical based, of bank s customer value and buying behaviors, increasing customer satisfaction and optimizing commercial activities ROI: +6x in client acquisition; +2bp in product sales increased efficiency in contact management (better targeting and higher list refresh frequency) increase in campaign redemption (first outcomes in pilot areas) With greater control over marketing activities efficiency, I can now better allocates budget and resource to each effort, driving the best profitability. Solution components: IBM GBS BAO consulting services in AA&O IBM GBS Research asset (CELM) and consulting support IBM GBS FSS industry expertise IBM Infospherewarehouse for CRM Datamart and ETL 8
9 Offer flexibility in product bundling and pricing Product Catalog and Rule Engine enable an integrated and flexible product bundling and pricing management processes to support offering innovation and personalization and the reduction in time to market for new offers Business challenge BNPP faces a number of challenges, in offer and price management, mainly due to a very competitive market: Offer flexibility to marketing for creating more pertinent and complex packaged offers Improve the offer management process from creation to distribution Maximize direct involvement of product managers on offers creation process over IT Production, in real-time, of offers tailored to customer profile and requirements (pricing / filtering) Ease tariff definition process to increase the number of yearly revisions (one per year today) Solution IBM supported BNPP in the implementation of an integrated Offer Flexibility and Dynamic Pricing Solution based on the following functionalities: product catalog (MDM for PIM) to support offer creation process (bundling, eligibility and pricing rules and offer campaign) pricing rule engine for dynamic pricing estimation and deploy, according to client eligibility, product bundling, channel selection, etc options selected pricing configurator, integrated in the Commercial Desktop, to offer near real time composition and pricing negotiation with customer based on relationship Solution components: IBM GBS BAO consulting services in AA&O IBM GBS FSS industry expertise IBM MDM for PIM (product Catalog) IBM ILOG BRMS (rule engine) primaria banca francese Benefits Offers innovation (ie: new personal services bundled with traditional check accounts) Reduction in time to market for new offers Increase in customer satisfaction (personalized offers and pricing) and profitability leveraging price elasticity 9
10 Multichannel and multiwave campaign management CRM industry specific capabilities and solution enable integrated outbound/inbound campaign management and a multichannel view and orchestration of all the contacts with customers Business challenge Reengineering of current campaign management processes also through the adoption of a new platform, able to support an integrated approach to outbound and inbound actions in a multichannel environment (branch office, call center, mailing, web and sms). Improve campaign targeting, according to client micro segmentation. Support increasing campaign volumes and complexity (customer life-cycle campaigns) Solution Adoption of IBM UNICA solution and consulting capabilities to support the implementation of a new campaign management approach, based on enhanced client segmentation for improve targeting according to customer life-cycle and on the outbound/inbound integration on all the contact channel. The solution supports a greater volume of more complex campaigns with greater performance levels and allows for a higher degree of flexibility and engineering in designing recurring campaigns. Thanks to the new approach and solution BBVA has a full vision of its customers profile and contacts hystory Solution components: IBM GBS BAO consulting services IBM GBS FSS/CC&I industry expertise IBM UNICA primaria banca spagnola Benefits Increase in performance: campaigns monthy Increase in contacts: 6 to 10 milion contacts monthly recurring active campaign internal CoC: 15 skilled senior end users 10
11 Grazie per l attenzione Applying Science to the Art of Marketing with Customer, Marketing and Sales Analytics Gain Insights. Optimize Results. 11
IBM Business Analytics and Optimization The Path to Breakaway Performance
Oliver Oursin Worldwide Product, Business Intelligence and EMEA Presales Executive - IBM Business Analytics IBM Business Analytics and Optimization The Path to Breakaway Performance Portorož, November
More informationCRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty
CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and
More informationAnalytical 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 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 informationPredictive 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 informationCloud Services: cosa sono e quali vantaggi portano alle aziende manifatturiere
Cloud Services: cosa sono e quali vantaggi portano alle aziende manifatturiere Sergio Gimelli Sales Consulting Director Oracle Italy Fabbrica Futuro Verona, 27 Giugno 2013 1 2 Cosa è il Cloud? il Cloud
More informationBig Data, Big True. IDC Big Data Conference II, Bologna 19 novembre 2013. Fabio Rizzotto IT Research&Consulting Director, IDC Italy
Big Data, Big True IDC Big Data Conference II, Bologna 19 novembre 2013 Fabio Rizzotto IT Research&Consulting Director, IDC Italy Il sorpasso dei Big Data sulla BI Business Intelligence Big Data Worldwide
More information12/10/2012. Real-Time Analytics & Attribution. Client Case Study: Staples. Noah Powers Principal Solutions Architect, Customer Intelligence, SAS
Real-Time Analytics & Attribution Noah Powers Principal Solutions Architect, Customer Intelligence, SAS Patty Hager Analytics Manager, Content/Communication/Entertainment, SAS Suneel Grover Solutions Architect,
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 observe both explicit and implicit cues that signal that person
More informationCopyright 2001-2007 Infor Global Solutions
Copyright 2001-2007 Infor Global Solutions 1 www.marketingpower.com Podcasts White Papers Job Board Communities Copyright 2001-2007 Infor Global Solutions Blogs 2 ! " " Copyright 2001-2007 Infor Global
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 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 informationStrategie e Priorità IT nel settore retail italiano Quali linee d'azione per i retail CIO?
Strategie e Priorità IT nel settore retail italiano Quali linee d'azione per i retail CIO? Ivano Ortis EMEA Research Director May 12 th, 2009 Agenda Introduzione Priorità e Trend IT nel settore retail
More informationTouchPoint 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 informationDATA AND TECHNOLOGY SERVICES
DATA AND TECHNOLOGY SERVICES and Technology Services The Engine of Your Marketing Department Marketers today live at the mercy of the always-connected consumer and cannot afford to waste their marketing
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 informationA Customer Centric Digital Platform For Utilities. A Joint Capgemini and Pegasystems Solution
A Customer Centric Digital Platform For Utilities A Joint Capgemini and Pegasystems Solution 2 A Customer Centric Digital Platform For Utilities Utilities the way we see it Utilities in a changing world
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 information22/11/2015-08:08:30 Pag. 1/10
22/11/2015-08:08:30 Pag. 1/10 CODICE: TITOLO: MOC20462 Administering Microsoft SQL Server Databases DURATA: 5 PREZZO: LINGUA: MODALITA': 1.600,00 iva esclusa Italiano Classroom CERTIFICAZIONI ASSOCIATE:
More informationPredictive Marketing for Banking
Tony Firmani Predictive Analytics Solution Architect Predictive Marketing for Banking Business Analytics software Session Overview Data Drives Decisions Applying Predictive Analytics Throughout Entire
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 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 informationTaking A Proactive Approach To Loyalty & Retention
THE STATE OF Customer Analytics Taking A Proactive Approach To Loyalty & Retention By Kerry Doyle An Exclusive Research Report UBM TechWeb research conducted an online study of 339 marketing professionals
More informationThe Case for Commercial Data The Time to Act is Now
Today, we have access to a vast amount of customer data that can be used to power sales and marketing efforts. That may not be the case tomorrow. behind. Currently, regulations for customer data are looser
More informationFebruary 16th, 2012 Prague. Smarter Commerce. Robert Mahr. Leader Smarter Commerce CEE & RCIS
February 16th, 2012 Prague Smarter Commerce Robert Mahr Leader Smarter Commerce CEE & RCIS Complex Fuzzy Interlocked Powerful! The Smarter Consumer is more instrumented Instrumented 36% more consumers
More informationTelecommunications Overview. Enhance customer loyalty with customer-centric communications and interaction
Telecommunications Overview Enhance customer loyalty with customer-centric communications and interaction Communications Service Providers face many challenges with requirements to provide diversified
More informationSAP FORUM 2014 Hana Cloud Portal: Il cloud come ti serve
SAP FORUM 2014 Hana Cloud Portal: Il cloud come ti serve Dario Tripolisi Milano, 30/10/2014 Agenda Altevie Technologies Progetto «Pirelli Hana Cloud Portal» La piattaforma Cloud SAP SuccessFactors Extension
More informationHow To Create A Customer Experience For Retail
Webtrends for Retail Revolutionize Your Customers End-To-End Experiences Across Digital Channels solution brief JAN 2013 2013 Webtrends, Inc. www.webtrends.com. Webtrends for Retail Revolutionize Your
More informationCustomer Relationship Management: Tool or Philosophy?
Customer Relationship Management: Tool or Philosophy? A system cannot understand itself. The transformation requires a view from outside. - W. Edward Deming CRM a general perspective: A successful CRM
More informationDriving 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 informationSun Bear Marketing Automation Software
Sun Bear Marketing Automation Software Provide your marketing and sales groups with a single, integrated, web based platform that allows them to easily automate and manage marketing database, campaign,
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 informationTitoli delle qualifiche
Level 1: Level 1 Award in Selling lawfully and ethically (Legalità ed etica della vendita) Level 1 Award in Understanding the sales cycle (Capire il processo di vendita) Level 1 Award in Understanding
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 informationManaging the Next Best Activity Decision
Managing the Next Best Activity Decision James Taylor CEO, Decision Management Solutions Treating customers right, every time More information at: www.decisionmanagementsolutions.com No matter what the
More informatione-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 informationUsing Business Analytics to transform the business. Oliver Oursin Worldwide Predictive & Business Intelligence Executive
Using Business Analytics to transform the business Oliver Oursin Worldwide Predictive & Business Intelligence Executive Watson answered a grand challenge Can we design a computing system that rivals a
More informationREDEFINE CUSTOMER EXPERIENCE with ITC INFOTECH
REDEFINE CUSTOMER EXPERIENCE with ITC INFOTECH Partner of choice for CX Cloud The customer is being rediscovered giving rise to the need for a defined and actionable enterprise customer experience strategy
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 informationIncreasing 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 informationSalmat Customer Engagement Solutions
Salmat Customer Engagement Solutions The leader in multi-channel communication solutions 5.2 billion direct mail 130 17 million Lasoo visits 1 billion email million voice & automated interactions 168 million
More informationTitle. The Customer Experience Imperative
Delivering Positive Student Experiences Daniel Harrison Director, Higher Education - Australia Title 2007 RightNow Technologies, Inc. The Customer Experience Imperative 99% are likely to recommend your
More informationHow To Use Social Media To Improve Your Business
IBM Software Business Analytics Social Analytics Social Business Analytics Gaining business value from social media 2 Social Business Analytics Contents 2 Overview 3 Analytics as a competitive advantage
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 informationCUSTOMER 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 informationIncreasing marketing campaign profitability with Predictive Analytics
Increasing marketing campaign profitability with Predictive Analytics Highlights: Achieve better campaign results without increasing staff or budget Enhance your CRM by creating personalized campaigns
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 informationCustomer Insight Appliance. Enabling retailers to understand and serve their customer
Customer Insight Appliance Enabling retailers to understand and serve their customer Customer Insight Appliance Enabling retailers to understand and serve their customer. Technology has empowered today
More informationPredictive Customer Interaction Management
Predictive Customer Interaction Management An architecture that enables organizations to leverage real-time events to accurately target products and services. 2 TABLE OF CONTENTS 1 Introduction...3 2 Architecture...5
More informationEnterprise Marketing Automation Platform
Enterprise Marketing Automation Platform Marketing is undergoing a fundamental shift. Emerging channels such as email and mobile have created new and unique opportunities to reach a new generation of customers
More informationUsing Analytics to Improve Your Interactions with Customers
Consulting Using Analytics to Improve Your Interactions with Customers By Mike McGuirk, Consulting Services Using Analytics to Improve Your Interactions with Customers The use of customer analytics across
More informationSafe 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 informationRicercare l efficienza operativa facilitando il cambiamento con soluzioni enterprise avanzate
Ricercare l efficienza operativa facilitando il cambiamento con soluzioni enterprise avanzate Fabio Della Lena Principal Solutions Designer, Infor 27 Giugno 2013 1 www.infor.com 2 Ricerca dell efficienza
More informationCase Study & POC & Demos Information
Case Study & POC & Demos Information Type: Case Study Name: Multichannel Campaign Management (MCCM) Description: The IBM Company seeks, as vendor, through the multichannel campaign management (MCCM) services,
More informationData Products and Services. The one-stop-shop for all your business-to-consumer data requirements
Data Products and Services The one-stop-shop for all your business-to-consumer data requirements Put data and insight back at the heart of your marketing Knowing who to target, when, via what channel and
More informationORACLE REAL-TIME DECISIONS
ORACLE REAL-TIME DECISIONS KEY BUSINESS BENEFITS Improve business responsiveness. Optimize customer experiences with cross-channel real-time decisions at the point of interaction. Maximize the value of
More informationMicrosoft Business Analytics Accelerator for Telecommunications Release 1.0
Frameworx 10 Business Process Framework R8.0 Product Conformance Certification Report Microsoft Business Analytics Accelerator for Telecommunications Release 1.0 November 2011 TM Forum 2011 Table of Contents
More informationKnowing the customer: this time it s personal. How analytics can help banks achieve superior CRM, secure growth and drive high performance
Knowing the customer: this time it s personal How analytics can help banks achieve superior CRM, secure growth and drive high performance Table of Contents Introduction How advanced analytics changes customer
More informationEnterprise Marketing Platform
Enterprise Marketing Platform Marketing is undergoing a fundamental shift. Emerging technologies such as mobile and social computing have created new and unique opportunities to reach a new generation
More informationAnalytics Strategy Information Architecture Data Management Analytics Value and Governance Realization
1/22 As a part of Qlik Consulting, works with Customers to assist in shaping strategic elements related to analytics to ensure adoption and success throughout their analytics journey. Qlik Advisory 2/22
More informationDigital Self Service. Reduce costs and maximize customer relationships by creating meaningful personalized self-service experiences.
Digital Self Service Reduce costs and maximize customer relationships by creating meaningful personalized self-service experiences. Give customers the answers they re looking for and you ll get the results
More informationChordiant 5 Marketing Director Suite
Chordiant 5 Marketing Director Suite POWERING INTELLIGENT CUSTOMER RELATIONSHIPS KEY FEATURES Drag-and-drop interface and reusable modular components speed campaign construction True campaign integration
More informationLead Management CRM Marketing Automation Powerful. Affordable. Intuitive. gold-vision
Unify your communications with Gold-Vision, a fully featured CRM solution with customer Contact, Sales, Marketing, Projects and Events. Gold-Vision stands out from the crowd with interactive dashboard
More information3 Step Approach to Improving Customer Experience and Driving Engagement
3 Step Approach to Improving Customer Experience and Driving Engagement 2011 Experian Information Solutions, Inc. All rights reserved. Experian and the marks used herein are service marks or registered
More informationCloud Call Centre. itouch Vision. This document gives an overview of the cloud call Centre and discusses the different features and functionality.
itouch Vision Cloud Call Centre This document gives an overview of the cloud call Centre and discusses the different features and functionality. For further information, about implementation and pricing
More informationWHITEPAPER. Analytics in CRM. Insights to Action
WHITEPAPER Analytics in CRM Insights to Action CONTENT 1. INTRODUCTION 1.1 Abstract 1.2 Purpose 1.4 Methodology 2. EXPECTATIONS AND CHALLENGES 2.1 Customer expectations 2.2 Customer Insights 2.3 Opportunities
More information5 Steps to Optimizing Customer Value in Insurance
5 Steps to Optimizing Customer Value in Insurance LEVERAGING PREDICTIVE ANALYTICS TO ENGAGE YOUR CUSTOMER Tom King Senior Director, Industry Principal Insurance PEGASYSTEMS Despite the lure of customer
More informationImproving CSR Efficiency in the Utilities Contact Center
Improving CSR Efficiency in the Utilities Contact Center UtiliPoint International, Inc. with Jacada Ltd. June 4, 2008 Ethan L. Cohen Mr. Cohen is Sr. Director of Utility & Energy Technology at UtiliPoint
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 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 informationCS418 - CRM Bilkent University Ankara March 2013. Derya SEL BOZKURT Enterprise Marketing Management Software Services Group IBM Turkey
CS418 - CRM Bilkent University Ankara March 2013 Derya SEL BOZKURT Enterprise Marketing Software Services Group IBM Turkey Introduction About Me My Session for You Session s Objective Consultant, Enterprise
More informationTransform Inbound Contacts Into Profits: Best Practices for Optimizing Lead Management.
Transform Inbound Contacts Into Profits: Best Practices for Optimizing Lead Management. September 2012 OptifiNow September 2012 Transform Inbound Contacts Into Profits: Best Practices for Optimizing Lead
More informationOmnichannel Evolution & Dynamic CRM
Alessandra Cambiago Customer Base & Multichannel Banking Director CheBanca! SpA, Mediobanca Group - Italy SAS Customer Intelligence Roadshow, 24 th September 2014 Prague CheBanca! document. Circulation
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 information[x+1] Completes Next-Generation POE; Its Origin Enterprise Data Management Platform for Automated, Big Data-Driven Marketing Optimization
REVOLUTION CASE STUDY [x+1] Completes Next-Generation POE; Its Origin Enterprise Data Management Platform for Automated, Big Data-Driven Marketing Optimization Revolution R Enterprise Tapped for High-Performance,
More informationBusiness 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 informationMicrosoft Dynamics CRM Solutions for Retail Banking
Performance Microsoft Dynamics CRM Solutions for Retail Banking White Paper Setting new standards that enable retail banks to attract, retain, and service customers with superior speed, efficiency, and
More informationThe Retail & Proximity Marketing Expo & Conference. Milano, 14 October 2010 Hotel De La Ville
The Retail & Proximity Marketing Expo & Conference Milano, 14 October 2010 Hotel De La Ville Prof. Cesare A. Massarenti Università di Milano-Bicocca - Politecnico di Torino Babes-Bolyai University 14 October
More informationShell 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 informationHow2Guide. How Marketers Can Tap into Customer Data to Improve Customer Profitability and Campaign Effectiveness
How2Guide How Marketers Can Tap into Customer Data to Improve Customer Profitability and Campaign Effectiveness How Marketers Can Tap into Customer Data to Improve Customer Profitability and Campaign Effectiveness
More informationCustomer Relationship Management (CRM)
Customer Relationship Management (CRM) Dr A. Albadvi Asst. Prof. Of IT Tarbiat Modarres University Information Technology Engineering Dept. Affiliate of Sharif University of Technology School of Management
More informationPredictive Analytics for Database Marketing
Predictive Analytics for Database Marketing Jarlath Quinn Analytics Consultant Rachel Clinton Business Development www.sv-europe.com FAQ s Is this session being recorded? Yes Can I get a copy of the slides?
More informationMarketzone. campaigns that may or may not be working. Marketers today live in the world of the always-connected customer
marketzone Marketers today live in the world of the always-connected customer... and cannot afford to waste dollars on campaigns that may or may not be working. Marketers today live in a fast-paced world
More informationWWW.WIPRO.COM BUILDING A DIGITAL FUTURE FOR WIPRO CONSUMER GOODS. Digital Transformation
WWW.WIPRO.COM BUILDING A DIGITAL FUTURE FOR CONSUMER GOODS Digital Transformation WIPRO CONSUMER GOODS DO BUSINESS BETTER CONSUMERS WANT MORE OF EVERYTHING: OPTIONS, INFORMATION, INTERACTION, ENGAGEMENT
More informationBankWorld ATM SMART Sales Campaigning
BankWorld ATM SMART Sales Campaigning Increase product uptake by up to 30% with BankWorld Smart ATM Sales Campaiging 1 Increase the success of sales campaigns to existing customers to 60-70% 2 CR2 s BankWorld
More informationConsumer Goods. itouch Vision s CRM for
itouch Vision s CRM for Consumer Goods This document gives an overview of itouch Vision s Cloud CRM for consumer goods and discusses the different features and functionality. For further information, about
More informationVOLUME, VELOCITY AND VARIETY: How Big Data is Transforming Insurance
VOLUME, VELOCITY AND VARIETY: How Big Data is Transforming Insurance Rachel Alt-Simmons, PMP, CSM, CLSSBB Industry Principal, Insurance Iowa Society of Actuaries March 2012 Copyright 2011 SAS Institute
More informationModule Three. Connected CRM Enterprise Transformation
Module Three Connected CRM Enterprise Transformation 1 Any organization can become more customer focused. It s just harder sometimes Product-centric P&L/Decision Segment-centric P&L/Decision Channel-centric
More informationTurning Big Data into a Big Opportunity
Customer-Centricity in a World of Data: Turning Big Data into a Big Opportunity Richard Maraschi Business Analytics Solutions Leader IBM Global Media & Entertainment Joe Wikert General Manager & Publisher
More informationDelivering the Ideal Customer Experience. Pega CRM Solutions for Financial Services Institutions
Delivering the Ideal Customer Experience Pega CRM Solutions for Financial Services Institutions Gartner and Forrester rank Pegasystems as a leader in CRM for one very good reason Pega delivers the most
More informationThe Convergence of Data and Analytics in the Corporate World
The Convergence of Data and Analytics in the Corporate World Is it possible to draw parallels between commercial experience and tax applications? Jack Noonan President & Chief Executive Officer SPSS Inc.
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 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 informationemail/mobile/social/web
email/mobile/social/web The Responsys Interact Suite helps you get more out of today s marketing power channels email, mobile, social and the web than ever before. email / Email has the highest ROI of
More informationEnhancing 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 informationCHANNEL OPTIMIZATION THROUGH PERSONALIZATION
CHANNEL OPTIMIZATION THROUGH PERSONALIZATION 1 Introductions Zimm Zimmermann Vice President, Personalization Platform Marketer Competencies Platform Data Consumer Privacy & Compliance Audience Management
More informationThe following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into
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 to deliver any material,
More information