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Understanding Customer Buying Journey with Big Data

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Big Data enables you to combine the vast amount of customer behavior data being generated from mobile, web, social media, transaction systems, Ads and turn them into new insights that drive customer acquisition and retention.

This talk will highlight and showcase how leading edge companies are leveraging big data to:

Combine customer interaction data to understand customer buying journey

Understand high-value customer behavior beyond profile segmentation

Identify the most common path to customer churn

Perform market basket analysis to help with cross-sell and up-sell

Speakers:



Matt Schumpert
Director of Product Management

Matt has been working in the enterprise infrastructure software space for 15 years in various capacities, including product management, sales engineering, sales leadership and strategic alliances. An early employee of Big Data pioneer Datameer, Matt is currently focused on driving the strategic direction and technology strategy for Datameer’s flagship Big Data analytics product. Previously, Matt built the sales engineering organization at Datameer, managed strategic partnerships at Oracle & BEA Systems in the US an Europe, and drove sales of business rules management software at ILOG (now IBM). Matt holds a BS in Computer Science from the University of Virginia.

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Understanding Customer Buying Journey with Big Data

  1. 1. ‘Plotting’ the Customer Journey with Big Data Analytics Matt Schumpert Boston Big Data Meetup 09.24.14 © 2014 Datameer, Inc. All rights reserved.
  2. 2. What is Datameer? Datameer is the only end-to-end big data analytics application purpose-built for Hadoop. We enable companies to integrate, analyze and visualize all of their data for fastest time to new Insights.
  3. 3. Where we fit in: Solutions Network © 2013 Datameer, Inc. All rights reserved. Analytics Platform Hardware optimization Predict Customer Churn Internet of Things Advanced Log Analytics Fraud Analytics Customer Journey and more
  4. 4. How we got here: © 2014 Datameer, Inc. All rights reserved. Nov. 2009 Datameer founded 2012 V 2.1 First big data app market 2014 V 4.0 Visual, end-to-end 2010 V 1.0 First end-user application for Hadoop 2012 V 2.0 First big data infographic designer 2013 V 3.0 First visual data mining 2011 V 1.3 First adv. security model for Hadoop NDA
  5. 5. What we deliver: Point-and-click Analytics 250+ pre-built functions Plug-in API © 2014 Datameer, Inc. All rights reserved. Drag-and-Drop Visualization Any device Wizard-led Data Integration 55+ Connectors Plug-in API
  6. 6. How we’re different: © 2014 Datameer, Inc. All rights reserved. Datameer ETL Data Warehouse BI VS
  7. 7. Deep Enterprise Integration Data Sources Modeling © 2014 Datameer, Inc. All rights reserved. Social Media RSS/Web RDBMS Hive HBase Cassandra Web Logs/ Application Logs Java Virtualization Security LDAP Monitoring Scheduling Application
  8. 8. Big Data Use Cases
  9. 9. Big Data Analytics Use Cases New Product Innovation © 2014 Datameer, Inc. All rights reserved. Customer Analytics Operational Analytics EDW Optimization Fraud and Compliance
  10. 10. Goal: Fastest Time to Insights Spreadsheet (1-2 months) Integrate Analyze Visualize Traditional BI (12-18 months) Custom Big Data (18-24 months) © 2014 Datameer, Inc. All rights reserved. Time Simplicity Complex ETL Data Warehouse BI Sqoop Oozie Pig Hive Sentry Mahout
  11. 11. Customer Analytics Increase Customer © 2014 Datameer, Inc. All rights reserved. Acquisition Increase Revenue per Customer Product Enhancement Reduce Customer Churn Decrease Customer Acquisition Cost
  12. 12. Business Challenges Marketing and loyalty teams want to understand: Customer buying journey What behaviors make high-value customers What behaviors that lead to churn © 2014 Datameer, Inc. All rights reserved.
  13. 13. New Insights From All Your Data © 2014 Datameer, Inc. All rights reserved. Public Data/ Demographic Data Web Mobile Advertising Marketing Automation CRM Social Media Transaction Data / ERP
  14. 14. Understand Your Customer Journey Harmonize customer interaction data to understand customer journey Understand high-value customer behavior Identify the most common paths to customer churn Perform market basket analysis to improve with cross-sell / up-sell © 2014 Datameer, Inc. All rights reserved.
  15. 15. Insights You Never Had Before Multiple Trial Downloads Read one eBook (Guide) Webinar Participation Frequent Site Visitor © 2014 Datameer, Inc. All rights reserved. More than 4 Times • Documentation • Product • Learn
  16. 16. Customer Journey - Shipping © 2014 Datameer, Inc. All rights reserved.
  17. 17. Customer Journey - Retail © 2014 Datameer, Inc. All rights reserved.
  18. 18. Success Stories
  19. 19. Reduce Customer Acquisition Costs Customer acquisition costs 30% Lower © 2014 Datameer, Inc. All rights reserved.
  20. 20. Reduce Customer Churn Reduced Customer Churn © 2014 Datameer, Inc. All rights reserved. Public Data/ Demographic Data CRM Web Call Center by 50% Predict and Prevent Customer Churn
  21. 21. Enhance Existing Products Increase Revenue by 2x Reduced IT Costs by 50% Game Event Logs © 2014 Datameer, Inc. All rights reserved. User Profile Customers Segment 17-30 Men 30-45 Men Young Women User Behavior by Segment
  22. 22. 5 Billion Customer Attributes Analyzed in 1 hour 7x More Data Points, 96% Faster Customer Attributes Processed (billions) Before Now 0.7 5 © 2014 Datameer, Inc. All rights reserved. Analytics Time 36 hours 1 hour
  23. 23. Demo: Logistics Company
  24. 24. For More Information … www.datameer.com @datameer © 2014 Datameer, Inc. All rights reserved.
  25. 25. @Datameer

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