Through the Eyes of the Connected Consumer: Gain Visibility and Insights to Increase Conversion and Retention with IBM Tealeaf

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Through the Eyes of the Connected Consumer: Gain Visibility and Insights to Increase Conversion and Retention with IBM Tealeaf

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ind out why 30% of Fortune 100 companies rely on IBM Tealeaf to help them become customer-centric organizations that deliver better digital customer experiences. In this slideshare, we look at real......

ind out why 30% of Fortune 100 companies rely on IBM Tealeaf to help them become customer-centric organizations that deliver better digital customer experiences. In this slideshare, we look at real customer implementation stories and discuss how your organization can:

Increase conversion and adoption rates
Better understand online customer behavior
Eliminate roadblocks that erode customer satisfaction
Pinpoint and resolve the issues that have the most significant impact on revenue

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  • 1. Improve Conversion Rates Through Complete Insight into Customer Struggles With facebook.com/perficient linkedin.com/company/perficient twitter.com/Perficient/IBM
  • 2. About Perficient Perficient is a leading information technology consulting firm serving clients throughout North America. We help clients implement business-driven technology solutions that integrate business processes, improve worker productivity, increase customer loyalty and create a more agile enterprise to better respond to new business opportunities.
  • 3. Perficient Profile • Founded in 1997 • Public, NASDAQ: PRFT • 2013 revenue ~$373 million • Major market locations throughout North America • Atlanta, Boston, Charlotte, Chicago, Cincinnati, Columbus, Dallas, Denver, Detroit, Fairfax, Houston, Indianapolis, Los Angeles, Minneapolis, New York City, Northern California, Oxford (UK), Philadelphia, Southern California, St. Louis, Toronto and Washington, D.C. • Global delivery centers in China, Europe and India • >2,200 colleagues • Dedicated solution practices • ~85% repeat business rate • Alliance partnerships with major technology vendors • Multiple vendor/industry technology and growth awards
  • 4. BUSINESS SOLUTIONS Business Intelligence Business Process Management Customer Experience and CRM Enterprise Performance Management Enterprise Resource Planning Experience Design (XD) Management Consulting Our Solutions Expertise TECHNOLOGY SOLUTIONS Business Integration/SOA Cloud Services Commerce Content Management Custom Application Development Education Information Management Mobile Platforms Platform Integration Portal & Social
  • 5. Improve Conversion Rates Through Complete Insight into Customer Struggles Eric Tran, Sr. Manager of Product Marketing, IBM Tealeaf
  • 6. Today’s Consumer is More Demanding Than Ever 58% are more price‐conscious today than they were a year ago 70% of a B2B purchase decision is made before a rep is contacted 63% increase in mobile sales on Black Friday 2012 vs. 2011 71% of smartphone users compare prices in stores 5.9B mobile phone subscribers across the globe in 2013 92% of consumers research online and seek opinions via earned media before a purchase
  • 7. Bad customer experiences are more dangerous than ever. 7
  • 8. Limited Visibility Into Key Aspects of Ecommerce
  • 9. WWW. WWW. WWW. X User Journey Comes to a digital property Looks for product/service Initiates purchase process Repeat a step several times Abandons purchase process
  • 10. WWW. WWW. WWW. X Behind the Scenes – IT Infrastructure APM Services Status Application Servers ‐ SLA  Database Monitoring  Middleware Monitoring  Network Monitoring 
  • 11. WWW. WWW. WWW. X Behind the Scenes – Contact Center Comes to a digital property Looks for product/service Initiates purchase process Repeat a step several times Abandons purchase process Small % Knowledge Base Data
  • 12. Behind the Scenes – eBusiness & Marketing WA Data Status Unique Visitors  Page Views  Up Time  Conversation Rate  Digital Marketing Solutions WWW. WWW. WWW. X IT Root Cause Analyses
  • 13. Behind the Scenes – Lack of Visibility Digital Marketing Solutions Web Analytics Solutions Infrastructure Without understanding Why and fixing the problem, all other services and solutions are either ineffective or inefficient WWW. WWW. WWW. X IT Root Cause Analyses
  • 14. The Gap - No Visibility into Why Customers Succeed or Fail Server Logs Performance Metrics IT Calls Emails Surveys Customer Service Funnel Reports Business Trends Business But why did customers succeed or fail on our site?
  • 15. The Gap - No Visibility into Why Customers Succeed or Fail Server Logs Performance Metrics IT Interactions Calls Emails Surveys Issues Customer Service Funnel Reports Business Trends Business Actions Tealeaf Captures Every Customer, Every Interaction, Every Time
  • 16. As-it-Happens Awareness To Eliminate Further Struggle And Make More Customers Successful
  • 17. Realize Risk-Adjusted Payback in Less than Three Months Typical three-year risk-adjusted results 249% ROI 7.3 months payback period USD14,909,501 total net present value SOURCE: Forrester Consulting, The Total Economic Impact™ Of The Tealeaf Customer Behavior Analysis Suite, Norman Forbush, August 2013. Report commissioned by IBM Tealeaf. Note: Benefits found in this study were risk‐adjusted and were achieved over a three‐year period.
  • 18. IBM Tealeaf Used for Transactional and Self-Service Sites  44 of the Internet Retailer Top 100; 7 of the top 10 online retailers  8 of 10 of the Top Bank Holding Companies  9 of the 12 Largest P&C Insurance Companies in North America  10 of 12 of the most booked travel portals  50% of the top US airline carriers  All Major North American Wireless Providers
  • 19. • Improve Conversion Rates – Identify struggles – Quantify business impact – Proactive monitoring • Optimize Mobile Channel – Identify mobile struggles – Quantify business impact – Proactive monitoring • Improve Contact Centers – Improve first call resolution – Reduce escalation – Generate revenue Potential Tealeaf Use Cases • Fraud Forensics – Provide actionable insights for committed frauds – Proactive actions to enhance security and fraud prevention • Compliance – Provide PDF format for long-term storage of transactions – Support records management – Support compliance
  • 20. As a reminder, please submit your questions in the chat box. We will get to as many as possible.
  • 21. DEMO
  • 22. Partnering with IBM to $ave Our Clients! Sameer Peera, General Manager, Perficient
  • 23. Perficient's Tealeaf Practice Key Highlights • Industry Awards/Certifications – IBM ISSW Gold Accreditation – IBM Coremetrics/Commerce SaaS – IBM Tealeaf – IBM Smarter Commerce • Tealeaf Practice – 10+ Certified team members – Leadership team with 16+ years experience – Co-developed IBM certification – Advanced implementations dating back to v3 – IP/Assets for events/reports/deployments • Expertise – Strategy & Roadmap – Deployment & Integration – Measure/Monitoring (Dashboards) – Data Analysis/Remediation – Training & Enablement The Enable Methodology
  • 24. Questions? Meet our Panelists: Michael Forhez, Practice Director of Consumer Markets, Perficient Eric Tran, Sr. Manager of Product Marketing, IBM Tealeaf Sameer Peera, General Manager, Perficient
  • 25. Thank you for your participation today. Please fill out the survey at the close of this session.
  • 26. Daily unique content about content management, user experience, portals and other enterprise information technology solutions across a variety of industries. Perficient.com/SocialMedia Perficient.com/IBM Facebook.com/Perficient Twitter.com/Perficient For more information contact: Katie.Hull@Perficient.com