Portrait miner & self services analytics deck

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Portrait miner & self services analytics deck

  1. 1. Understand, Visualize and Predict Customer Behavior The CRM “Customer-centricity Chasm” Customer Interaction Hub Illustrated Demo Customer Case Study Snap Shot Market Leading Analyst Recognition INSIGHT ACTIONHome
  2. 2. Customer Analytics Maturity Model • Commence at any stage Real-time Decisioning • Benefit from a clear • Inbound contextual RTD ACTION roadmap to success • Adaptive learning Real-time Scoring • Eliminate customer lists, mass-scoring • Up to the second outbound selection accuracy Optimize Contacts • Analytically match customers with right offer, at right time, via right channel, balanced against business constraints Predict Uplift • Predict persuadability; eliminate sure things, lost causes, sleeping dogs INSIGHT • Reduce spend 40% while improving outcome 30-300% Understand & Predict Behavior • Predict and define ideal target customer segments • 3D visual customer data mining & automated modeling Explore Customers • Uncover areas of interest and opportunities to act • Ad hoc, thin-client customer data exploration for the business user (Underpinned by customer data access, generic BI & reporting tools) INSIGHT ACTIONHome
  3. 3. The CRM “Customer-centricity Chasm” DATA INCREMENTAL CRM CRM TOUCH POINTS Right message, right time Customer Profile Dialogue across touch points Optimize engagement “Line of sight” Transaction Infuse customer-specific insight into touch points Channel Lines of Business Understand past behavior Predict future needs “Hindsight” “Hindsight” “Foresight” “Foresight” What | Why | Next | Change Customer Preference INSIGHT ACTIONHome
  4. 4. Optimized Customized Customer Interactions Customer We sent you Customer completes an email Documents survey generated yesterday – and mailed do you have any Thank you for questions? updating your preferences! Offer acceptance feedback Ideal promo: survey Unlimited Please Text update Last day of Value your Unlimited reinforcement preferences Text - you saved $X promo this month Your Business The Results • Improved customer experience • Increased customer satisfaction and advocacy • Increased customer value, wallet share • Improved customer retention • Single source for customer preferences INSIGHT ACTIONHome 4
  5. 5. The CRM “Customer-centricity Chasm” Expectation Reality • We understand them • Product-centric campaigns • We value their business • Operationally focused • We deliver on our promises • Information & channel silos • We remember them • Independent business units • We strive for relevancy • Customer ad fatigue • We are connected • Limited capacity for engagement “What customers expect from us” “What we actually have” INSIGHT ACTIONHome © 2011 Portrait Software - A Pitney Bowes Business Insight Company
  6. 6. INSIGHT ACTIONHome
  7. 7. Optimizing Customer Interactions Mobile Web Kiosk / Email INTERACTIVE PROACTIVE ATM Mail IVR Contact Center “Outbound” “Inbound” Channels Channels INSIGHT ACTIONHome
  8. 8. The Portrait Suite Fulfill. Recommend. Orchestrate. Optimize. Predict. Understand. Explore. INSIGHT ACTIONHome
  9. 9. What’s it Worth? Financial Services Telecommunications Products held per 36% increase in churn reduction customer up by 50% Customer retention up >20% 20% reduction in churn Immediate increase in customer retention Incremental revenue up 327% Reduced marketing costs >DK100,000 PA Reduced marketing costs by >10% Churn decreased by 37.5% ROI from a single campaign Emerging Markets Increased revenue by $1.2M per month Insurance Customer retention up 300% Incremental revenue of £48M “Immediate increase in renewals” Profitability rose 10% Uplift doubles customer retention Revenue per customer 314% higher INSIGHT ACTIONHome
  10. 10. Home Information Quality Data Quality Tools Data Integration Tools INSIGHT DATA Predictive Analytics & Data ACTION Mining Customer Data Mining 5 Magic Gartner The ONLY Quadrants INSIGHT vendor on all DQ DI Cross-channel Comms Mgmt Multi-channel Comms Mgmt MCCM CCCM CDM STRATEGY Document Output Customer Service Contact Ctrs The ONLY vendor on all 4 Waves PBBI – Customer Communications Management IQ CCCM DOCCM PA/DM COMMUNICATION
  11. 11. Forrester’s View of Inbound & Outbound CM Dialogue Customer Analytics Foundation Interaction Analytic Fulfillment Insight Interaction Optimizer INSIGHT ACTIONHome
  12. 12. PORTRAIT PREDICTIVE ANALYTICS & DATA MINING SOLUTIONS Understand, Visualize and Predict Customer Behavior Solutions Overview The Customer Analytics Maturity Model What Makes Us Unique Extending your SAS Environment with Portrait Gartner’s Recommendations for Best Practice INSIGHT ACTIONHome
  13. 13. The Portrait Customer Analytics Difference Agility Efficiency Effectiveness Ease of Use Automation Predictive Power Speed of Quantity of Impact Insight Insight of Insight INSIGHT ACTIONHome
  14. 14. Extending your SAS Environment with Portrait Volume Speed Impact Budget Increase Accelerate Boost Reduce SAS Bandwidth Projects Sophistication Costs • Free up expert • Rich data • Produce more • Reduce expensive analysts visualization advanced models ongoing SAS • Empower wider set • Automated in daily basis Enterprise Miner of stakeholders modeling • Uplift costs • High volume • Seamless scoring modeling engines & upload INSIGHT ACTIONHome
  15. 15. 2011 Recommendations for Achieving Customer Analytics Best Practice Gartner Recommendations What to do NOW What to do What to do within Next Month the Next Year • “Identify • “Ensure you have • “Evaluate the opportunities for a clear process for potential of market data mining or at data mining and basket analysis, least data that the definition location analysis, visualization or the business real time decisions across the problem is always and uplift analysis” organization” clear before starting a project” ALL from one PBBI Capabilities Achieve both Collaborative customer capabilities within a analytics: vendor: single solution:  More quickly “understand  Market basket  Data mining the right question to ask” analysis  Data visualization  Rapid refinement before  Location analysis modeling  Real time decisions  Uplift analysis INSIGHT ACTIONHome
  16. 16. Gartner’s View of the Analytic Vendor Landscape Gareth Herschel, Gartner, “Predictive Modeling Now more than Ever”, Gartner Customer 360, March 2011 INSIGHT ACTIONHome
  17. 17. Forrester’s View of Inbound & Outbound CM Customer Analytics Interaction Analytic Fulfillment Insight Interaction Optimizer INSIGHT ACTIONHome page 17
  18. 18. What is Predictive Customer Analytics? Contact Optimization Value of Insight Uplift Modeling Data Mining & Predictive OLAP, Modeling Ad hoc Query, Drill down/thru KPIs, Static Reports, Dashboards “What” “Why” What Will Happen How Can We Change How Can we Optimize Happened? Did it Happen? Next? What Happens Next? our Strategy (ROI)? Analytics Maturity INSIGHT ACTIONHome
  19. 19. Customer Analytics Maturity Model • Commence at any stage Real-time Decisioning • Benefit from a clear • Inbound contextual RTD ACTION roadmap to success • Adaptive learning Real-time Scoring • Eliminate customer lists, mass-scoring • Up to the second outbound selection accuracy Optimize Contacts • Analytically match customers with right offer, at right time, via right channel, balanced against business constraints Predict Uplift • Predict persuadability; eliminate sure things, lost causes, sleeping dogs INSIGHT • Reduce spend 40% while improving outcome 30-300% Understand & Predict Behavior • Predict and define ideal target customer segments • 3D visual customer data mining & automated modeling Explore Customers • Uncover areas of interest and opportunities to act • Ad hoc, thin-client customer data exploration for the business user (Underpinned by customer data access, generic BI & reporting tools) INSIGHT ACTIONHome
  20. 20. Achieving a Customer Portrait More than a 360 degree view is required. INSIGHT ACTIONHome
  21. 21. PORTRAIT PREDICTIVE ANALYTICS & DATA MINING SOLUTIONS Understand, Visualize and Predict Customer Behavior Portrait Customer Analytic Solutions The Customer Analytics Maturity Model What Makes Us Unique Extending your SAS Environment with Portrait Gartner’s Recommendations for Best Practice INSIGHT ACTIONHome
  22. 22. The Portrait Suite Fulfill. Recommend. Orchestrate. Optimize. Predict. Understand. Explore. INSIGHT ACTIONHome Insight
  23. 23. Portrait Self-service Analytics Explore customer data to uncover new opportunity. Portrait Self-service Analytics is an easy-to-use, INSIGHT browser-based customer data exploration solution - EXPLORE which empowers business users to uncover new areas of opportunity within their customer data. Benefits • Increase the availability of customer insight • Improve across the enterprise via thin client interface customer marketing • Increase the speed of decision-making via understanding effectiveness train-of-thought analysis Increase Accessibility, • Places control into the hands of the Achieve a Single • Increase the business user -- without requiring IT • Boost Version of the Truth speed of assistance departmental LOBs decision-  Secure, thin-client interface efficiency making  Easy-to-use English language query -- no Marketing Analysts scripting required Portrait • Improve the Free-up • Free up power analysts and IT resources for customer advanced higher complexity projects Insight IT Team experience resources INSIGHT ACTIONHome
  24. 24. Portrait Self-Service Analytics Role-based Analytics Portal Ad-hoc Customer Query Flexible Report Output Excel Integration List Export Plugins Customized Dashboards INSIGHT ACTIONHome
  25. 25. Portrait Miner Understand, visualize and predict customer behavior. Portrait Customer Analytics is a powerful, easy-to-use, INSIGHT predictive analytics solution which extends existing - UNDERSTAND marketing and analytic environments by adding powerful 3D data visualization & rapid modeling automation. Benefits Benefits • Improve targeting and campaign segmentation • Achieve a • Improve with “point and click” visualization and automated better marketing modeling understanding  Gain rapid insight and boost predictive model accuracy Understand effectiveness of customers  Uncover important data relationships Customers,  Predict customer churn, cross sell, up-sell, loyalty, CLV Automate Modeling • Improve Boost • Achieve a 360° customer view Churn campaign departmental  Improve customer insight by combining disparate data segmentation efficiency sets into single view Risk Lifetime • Increase modeling throughput Value • Increase – more models, in less time • Improvefor capacity the  Increase the speed of decision-making with 3D views Loyalty Cross- sell customer customer  Deliver propensity scores at the push of a button  Improve collaboration between business & analytic team experience insight  Leverage less advanced analytic resources INSIGHT ACTIONHome
  26. 26. Portrait Miner Interactive Data Ad-hoc “Fast Counts” Multidimensional Exploration VisualizationRich Customer Data Integration Insightful Data-Mining Model Mass-production INSIGHT ACTIONHome
  27. 27. Interactive, Automated Decision Tree Modeling INSIGHT ACTIONHome 2
  28. 28. Understanding Customer Path and Sequence INSIGHT ACTIONHome 2
  29. 29. Understanding the Drivers behind Customer Behavior INSIGHT ACTIONHome 2
  30. 30. Highlights: Automated Modeling Business Challenge: Optimize mass-media buying using direct-marketing methodologies LogicLab, a wholly owned subsidiary of Merkle, applies deep marketing analytics to the media buying process of evaluating, optimizing and purchasing advertising. Benefits  Closed-loop automated modeling to refresh thousands of LogicLab Match Analytics lets advertisers match media propensity models on a regular basis customer data to media properties, identifying the most effective media to reach desired new and existing  Score target customer lists on demand with all media customer segments. Media buyers can optimize media models to deliver overall or segment-based media mix, reduce costs, and accelerate media evaluation, preference profiles with quantitative ROI metrics.  Builds ~3000 models (data typically 15K rows x 1000 Portrait’s automated modeling methodologies allow columns) and scores 180,000,000 cases (all targets x all LogicLab to model thousands of media properties models) nightly against hundreds of demographic attributes and score individual target customers against every potential  Results for targeted media show above-average media property. response rates at significantly reduced cost per inquiry “We have always believed that the marketplace only thrives with ingenuity and innovation,” said Chris Wilson, president of LogicLab. “LogicLab is honored to receive recognition from the DMA for our technical advancements in the Broadcast Media category, and we are very excited to bring this new capability to our clients.” INSIGHT ACTIONHome © 2011 Portrait Software - A Pitney Bowes Business Insight Company 3
  31. 31. “With Portrait, projects that used to take my team 2 weeks can now be done in just 2 minutes.” - AAA South INSIGHT ACTIONHome

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