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Customer Decision Management - 5 Benefits

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A presentation on Customer Decision Management and how it results in more accurate, more real-time, more consistent, more agile and more scalable customer decisions. Presented at Teradata Partners 2013

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Customer Decision Management - 5 Benefits

  1. 1. 5 Benefits of Customer Decision Management James Taylor CEO, Decision Management Solutions
  2. 2. Where are customer decisions made?
  3. 3. Everywhere…
  4. 4. James Taylor CEO of Decision Management Solutions We work with clients to improve their business by applying analytic technology to automate and improve decisions … especially customer decisions © Decision Management Solutions, 2013 4
  5. 5. Agenda More Accurate More Real-time Customer Decision Management More Agile More Consistent More Scalable © Decision Management Solutions, 2013 5
  6. 6. Customer Decision Management
  7. 7. From presenting data for analysis …
  8. 8. … to making decisions with analytics
  9. 9. Strategic Decisions Tactical Decisions Operational Decisions © Decision Management Solutions, 2013 9
  10. 10. © Decision Management Solutions, 2013 11
  11. 11. © Decision Management Solutions, 2013 12
  12. 12. 3 stages to better operational decisions Decision Discovery Decision Services Decision Analysis
  13. 13. More Accurate
  14. 14. 1:1 Marketing Next Best Action Cross-channel Marketing Markets of 1 Personalization © Decision Management Solutions, 2013 15
  15. 15. Micro Decisions Macro Impact © Decision Management Solutions, 2013 16
  16. 16. Up The Analytics Spectrum Predictive Analytics Data Mining Business Intelligence X X X X X X X X X XX X X X X XX X XX X X X X X XX X X X X XX X X XXXXXX X X XX X XX X XX XX XX X XX XX X XX X XX X XX © Decision Management Solutions, 2013 17
  17. 17. More Real Time
  18. 18. Faster decisions Event Decision latency Action Higher Value © Decision Management Solutions, 2013 21
  19. 19. © Decision Management Solutions, 2013 22
  20. 20. Value Expert Decisions Manual Decisions Automated Decisions Complexity © Decision Management Solutions, 2013 23
  21. 21. Business Rules Predictive Analytics External Data Big Data © Decision Management Solutions, 2013 24
  22. 22. © Decision Management Solutions, 2013 25
  23. 23. More Consistent
  24. 24. Decision © Decision Management Solutions, 2013 27
  25. 25. The Evolution Of A Retention Offer Automate Decision Policies, best practices ∫ Segment customers Predict value, opport unity Test, learn, op timize © Decision Management Solutions, 2013 28
  26. 26. More Agile
  27. 27. Decisions Are High Change Components Keep making compliant decisions Track eligibility requirements Competitive discount Change risk assessment Keep the right deal terms © Decision Management Solutions, 2013 31
  28. 28. Conventional Approach Decision Management Other Systems CRM System Frequent code changes Programmers CRM System Decision Service Other Systems Infrequent code changes Programmers Frequent policy changes Policy Changes Business users Business users Smart (Enough) Systems, Prentice Hall June 2007. Fig 2.11 © Decision Management Solutions, 2013 32
  29. 29. Agile, Industrial Analytics © Decision Management Solutions, 2013 34
  30. 30. Drive Action with Analytics Operational Systems Decision Analytic Systems © Decision Management Solutions, 2013 35
  31. 31. Keeping Costs Down With Scalable Solutions
  32. 32. Decision Management Systems Scale Staffing ratios broken Manuals and reports replaced by recommendations and decisions Avoiding the “press 0” problem Always on, powerful self-service © Decision Management Solutions, 2013 37
  33. 33. Questions?
  34. 34. Customer Decision Management Better Results • Existing customers are better value • Boost “share of wallet” More Loyal Customers • Customers treated like a number eventually defect • Interaction quality is as important as product quality Competitive Differentiation • Only you have your customers’ data • No-one can treat your customers the way you can © Decision Management Solutions, 2013 39
  35. 35. Begin with the Decision in Mind From Decision To Data… Data Analytic Insight Decision …not the other way around © Decision Management Solutions, 2013 40
  36. 36. Email: james@decisionmanagementsolutions.com Twitter: @ jamet123 PARTNERS Mobile App InfoHub Kiosks teradata-partners.com

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