Harness the power of unstructured data to enhance customer experience
The prevalence of online processes for just about everything a company does, along with the advent of social media have created both challenges and opportunities for companies to manage the customer experience. Customers interact with your organization across multiple channels, and the best clues to those experiences can often be locked in unstructured data, such as in internal comment fields, call center transcripts, and even social media posts/tweets.
Using smart analytics, such as text analysis and sentiment analytics, companies can harness this rich store of unstructured data and combine it with traditional data sources for valuable insights. Leading companies like national clothing retailer Chico’s use that data to understand online and in-store behavior, along with many other insights to improve the many ways their customers experience the Chico’s brands. Join Wilson Raj from SAS and Barb Buettin from Chico’s in an engaging discussion of best practices and real-world examples that show the power of unstructured data in enhancing the customer experience.
Speakers:
- Barb Buettin, Director of CRM – Enterprise Information Management for Chico’s FAS
- Wilson Raj, Customer Intelligence Marketing Director, SAS
How Volvo Construction Improved Leads, Increased Sales by Bridging the Market...B2B Lead Roundtable
John Johnston, eBusiness Marketing Manager for Volvo Construction Equipment North America, needed sales to move fast on the leads he passed along and report back. But first, he had to bridge daunting technological and communication gaps.
Learn how John achieved a 40 percent increase in dealer sales reporting - even with limited budget and resources.
Print and beyond insights high value marketing services in a high tech worl...Roger Christiansen
High value marketing services or commodotised print ? This presentation looks at the options facing Print Services Providers as they seek to introduce new marketing services
As information flows more freely in the business world, decisions need to be made quicker and based on sturdier data. The analytical capability that was once reserved for large enterprises has now permeated the world of Small to Medium Businesses (SMBs) and provided a solid foundation of visibility into what really matters to these companies.
Direct Mail Retailer Increases Market Share with Customized Reporting Solutio...yash_microsoft
YASH recommended and deployed Microsoft SQL Server 2008 suite of products, for its ability to create enterprise-level extraction, transformation, and loading (ETL) applications,and to integrate and analyze data from heterogeneous information sources such as the operational systems used by the client.
How Volvo Construction Improved Leads, Increased Sales by Bridging the Market...B2B Lead Roundtable
John Johnston, eBusiness Marketing Manager for Volvo Construction Equipment North America, needed sales to move fast on the leads he passed along and report back. But first, he had to bridge daunting technological and communication gaps.
Learn how John achieved a 40 percent increase in dealer sales reporting - even with limited budget and resources.
Print and beyond insights high value marketing services in a high tech worl...Roger Christiansen
High value marketing services or commodotised print ? This presentation looks at the options facing Print Services Providers as they seek to introduce new marketing services
As information flows more freely in the business world, decisions need to be made quicker and based on sturdier data. The analytical capability that was once reserved for large enterprises has now permeated the world of Small to Medium Businesses (SMBs) and provided a solid foundation of visibility into what really matters to these companies.
Direct Mail Retailer Increases Market Share with Customized Reporting Solutio...yash_microsoft
YASH recommended and deployed Microsoft SQL Server 2008 suite of products, for its ability to create enterprise-level extraction, transformation, and loading (ETL) applications,and to integrate and analyze data from heterogeneous information sources such as the operational systems used by the client.
A new and innovative marketing and business development solution for corporate finance firms and other professional services organizations, xRM4Finance offers the most complete set of solutions for business development, marketing and client care
CIO’s are leading the transformation of their IT organizations to play a more critical business driver role across the enterprise. Effective leaders are reaching outside the traditional IT role of control, integration and automation of legacy systems and positioning IT as innovators of technology and business change. Pete will focus his experience, insights and thought leadership around preparing IT service and support professionals for this ‘disruptive’ change.
As we prepare to plan, implement and support the many aspects of technology and business change, we must throw out the old checklist and project plans. It is critical to focus on the possibilities and opportunities to positively impact the customer experience and productivity. Regardless of the type of change, the health and competitiveness of your business will depend on both the minimal negative impact and the taking advantage of the ‘art of possibility and opportunity’.
Helping Your Marketing Department Fly Higher 4 12 11Eric Webb
This white paper provides insight into the need to create a teaming environment to gain sales in professional services, leveraging relationship and technical staff in the firm to optimize success.
To Each Their Own: How to Solve Analytic ComplexityInside Analysis
The Briefing Room with Shawn Rogers and Noetix
Slides from the Live Webcast on Aug. 14, 2012
One size will never fit all in the complex world of information management. In fact, the variety of information systems in use continues to expand. That includes all kinds of systems: data-producing applications, data-processing apps, and the downstream tools used for reporting and analytics. How can data-savvy organizations stay ahead of the curve?
Check out this episode of The Briefing Room to learn from Analyst Shawn Rogers of Enterprise Management Associates, who will explain how effective use of standard data models can solve the complexity of increasingly heterogeneous information architectures. Rogers will be briefed by Daryl Orts of Noetix who will tout his company’s wide range of industry and application-specific data models which can be used to satisfy the particular needs of today’s diverse user community.
For more information, visit: http://www.insideanalysis.com
Powered by Microsoft Dynamics CRM 2011, xRM4Legal IP Management for Microsoft Dynamics CRM is an effective, easy-to-use and affordable IP Management System for use by law firms and corporate IP departments.
A new and innovative marketing and business development solution for corporate finance firms and other professional services organizations, xRM4Finance offers the most complete set of solutions for business development, marketing and client care
CIO’s are leading the transformation of their IT organizations to play a more critical business driver role across the enterprise. Effective leaders are reaching outside the traditional IT role of control, integration and automation of legacy systems and positioning IT as innovators of technology and business change. Pete will focus his experience, insights and thought leadership around preparing IT service and support professionals for this ‘disruptive’ change.
As we prepare to plan, implement and support the many aspects of technology and business change, we must throw out the old checklist and project plans. It is critical to focus on the possibilities and opportunities to positively impact the customer experience and productivity. Regardless of the type of change, the health and competitiveness of your business will depend on both the minimal negative impact and the taking advantage of the ‘art of possibility and opportunity’.
Helping Your Marketing Department Fly Higher 4 12 11Eric Webb
This white paper provides insight into the need to create a teaming environment to gain sales in professional services, leveraging relationship and technical staff in the firm to optimize success.
To Each Their Own: How to Solve Analytic ComplexityInside Analysis
The Briefing Room with Shawn Rogers and Noetix
Slides from the Live Webcast on Aug. 14, 2012
One size will never fit all in the complex world of information management. In fact, the variety of information systems in use continues to expand. That includes all kinds of systems: data-producing applications, data-processing apps, and the downstream tools used for reporting and analytics. How can data-savvy organizations stay ahead of the curve?
Check out this episode of The Briefing Room to learn from Analyst Shawn Rogers of Enterprise Management Associates, who will explain how effective use of standard data models can solve the complexity of increasingly heterogeneous information architectures. Rogers will be briefed by Daryl Orts of Noetix who will tout his company’s wide range of industry and application-specific data models which can be used to satisfy the particular needs of today’s diverse user community.
For more information, visit: http://www.insideanalysis.com
Powered by Microsoft Dynamics CRM 2011, xRM4Legal IP Management for Microsoft Dynamics CRM is an effective, easy-to-use and affordable IP Management System for use by law firms and corporate IP departments.
Lead Generation and Marketing Automation, Featuring MarketoMediative
In this webinar presentation, Marketo’s VP, Marketing Content and Strategy, Jon Miller and Mediative’s Senior Manager, Direct Marketing, Angie Dzwonkiewicz cover the following topics:
- The different types of channels and strategies that are used to generate leads.
- The role of social media in lead generation.
- How to implement and get the most out of lead scoring.
- How to know which lead management platform is right for you.
- How to measure your success.
The is presentation was delivered at the Online Community Engagement conference in Sydney on 1 Nov 2012. I picked the dense topic of data, analytics and reporting and how it is critical in the social business journey. How it should/can be used to build compelling business cases.
Laurence Rothman from Crown along with panelists Jim Mcintosh, Joe Lekostaj, and Jeff Schlitt present on advanced segmentation in ExactTarget - Audience Builder & IMH Reporting
Communications Challenges in the Decking ChannelIdle Tools Corp
Presntation on the challenges that face the decking distribution channel and the building industry distribution channel in general. Focuses both on business and marketing communications and the affect of rapidly changing communication modes.
Better Business Outcomes with SharePoint TechnologiesDave Healey
Microsoft SharePoint Server’s rich technology set and robust capabilities make it the perfect toolset for organizing, integrating and automating business processes and systems to drive improved organizational performance and with over 65,000 customers and 125 million licenses in market, it’s likely that you already own it. Yet it remains poorly understood and significantly underutilized by business owners as an enabler of business strategy, value creation and ongoing process improvement.
Crunching “Big Data” to Drive 2012 Revenue Growth: The 5 Myths of Sales & Mar...MarketBridge
The amount of data created last year could fill 75 billion fully loaded 16GB iPads which, if stacked on top of one another, would reach 339 miles into the air. The exponential growth of customer data means deep Sales and Marketing analytics are more than just an opportunity for improvement.
Increasingly, basic Sales and Marketing performance reporting has become a competitive necessity for companies just to maintain market position.
This presentation discusses the myths and "barriers" to creating powerful Sales
and Marketing analytics that can help you:
- Target your best customers
- Optimize marketing spend
- Increase sales conversions
- Improve retention and up-sell rates
Personal Brand Statement:
As an Army veteran dedicated to lifelong learning, I bring a disciplined, strategic mindset to my pursuits. I am constantly expanding my knowledge to innovate and lead effectively. My journey is driven by a commitment to excellence, and to make a meaningful impact in the world.
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
Remote sensing and monitoring are changing the mining industry for the better. These are providing innovative solutions to long-standing challenges. Those related to exploration, extraction, and overall environmental management by mining technology companies Odisha. These technologies make use of satellite imaging, aerial photography and sensors to collect data that might be inaccessible or from hazardous locations. With the use of this technology, mining operations are becoming increasingly efficient. Let us gain more insight into the key aspects associated with remote sensing and monitoring when it comes to mining.
Harness the Power of Unstructured Data to Enhance Customer Experience
1. CxPA Webinar
Harness the power of unstructured data
to enhance customer experience
Barb Buettin, Director, CRM-Enterprise Information Management, Chico’s
Wilson Raj, Global Customer Intelligence Director, SAS
#sasci
2. Contents
Context for Unstructured Data
Data Strategy for Customer Experience
About Chico’s FAS
It’s All About the Data
A Study of Customers
Q&A
4. POLL QUESTION # 1
Which of the following are you currently collecting as
“unstructured” / “Big” data and/or using with
analytics today ?
A. Structured data (tables, records)
B. Semi-structured data (XML and similar standards)
C. Complex data (hierarchical or legacy sources
D. Unstructured data (text, audio, video)
E. Social media data (tweets, blogs, social platforms)
4
5. Customer-Centricity: Value, but Barriers
• 7 percent felt their organizations do “very well” at bringing
together useful customer, product and project data from all sources
and sharing it among product development, marketing and customer
service staffs
• 98 percent say “immediacy” within their organizations is
either a “somewhat-critical” or “mission-critical” priority
• 87 percent consider it “very important” to share near real-
time integrated data — if they had it — between product
management, customer service and sales in their organizations.
• 66 percent say their organizations either can’t bring together
customer, product and project data from all sources and share it or
are trying to share but are facing challenges.
Coveo Survey: 100+ execs in Argyle Executive Forum 2011 - Customer Care Leadership
5
6. Unstructured Data: A Perspective
• All data is “born”
unstructured
• Adding structure can
cause loss of valuable
information along the
way
• Think in terms of
“haggling data”
• Value of “haggling
data in terms of
customer insight
6
7. Types of Data in Your Business
Structured Semi-Structured UnStructured
• Relational & • XML • Web
Legacy dB • EDI documents • Wikis
• Spreadsheets • Documents
• Flat files w/defined • Email/Messages
record formats • Log files
• RSS feeds
• Multimedia
Static Dynamic/Real-time
Corporate
• Internal docs • Customer call logs
• Marketing • Customer service
content notes
• Sales reports • Meeting notes
• Transcripts
• •
Internet
Analyst Reports Social media
• Journals • Chat
• Corporate filings • Ratings/Reviews
• Press mentions • Breaking news
7
8. POLL QUESTION # 2
Are you able to capture unstructured data and
integrate with your marketing processes?
A. All or most of the time
B. Some of the time
C. When we can
D. Not currently able to do it
8
10. Connected Data Strategy for CxP
Structured Rational needs
Information,
Transaction, Service
Semi-structured
CxP
Emotional needs
Unstructured Belonging, Identity, Aspiration,
Performance, Knowledge
Sources: Work·Play·Experience I Forrester Blog--Kerry Bodine, April 2, 2012 | SAS
10
11. POLL QUESTION # 3
Which of the following is NOT a Chico’s FAS Brand?
A. Chico’s
B. White House | Black Market
C. White House
D. Soma Intimates
E. Boston Proper
11
14. How we use marketing automation
Highlights
Segment Catalog Mailings and Differentiate Promotion Efforts for
Maximum Impact
Make Midpoint Corrections
Bring Lapsed Customers Back to Chico’s at Triple the Success
Rate of Previous Campaigns
Cross-sell Across Brands
14
15. Why Implement a New Solution?
10 year old technology on top of an extremely rich set of
data
– Huge missed opportunity!
“Locked” data model
– Inability to provide agile marketing or grow with the business
Lack of data integration
– Marketing is fluid, dynamic, and reactive with sometimes
unexpected unstructured data from unexpected sources
– Analytics was impossible
15
16. POLL QUESTION # 4
What is the biggest challenge you’re facing in your
marketing and customer experience efforts?
A. Extracting actionable insights from your data
B. Driving relevant personalized customer interactions
C. Measuring customer experience performance
D. Other
16
17. What are we looking for?
Closing the loop on Direct Marketing
Customer Insight
-How do we better
understand our
customers and their
behaviors?
Marketing
Performance Customer Interaction
- How can we drive - How can we measure
personalized marketing efforts and
communications to our immediately act on the
customers? results?
17
18. Strategic Support - Marketing
Customers – Who is she?
Competitive
Landscape
Demographic Online
Behavior
Overlay
Local Markets Trade Area
18
19. Strategic Support – Marketing
Cross Brand View of our Customers
Chicos’ FAS
Customer
Cross Brand
Pollination
Give her
the extras!
Chico’s,
SOMA,
WHBM, and
Boston
Proper as
Independent
Brands
19
20. Our Data Systems and Vendor Environment
Campaign
Customer
Response
– Internal Customer Enhanced
Loyalty
Customer
Preferences
Data Loyalty
management
Events
Campaign
management
– External Customer
Data (Abacus)
– Planning & Allocation
The future is in relating all
of the pieces to each other – Workforce Scheduling
in ways that are actionable
– Online and Store
Shopping Behavior
20
21. Strategic Support – Marketing
Results
Data Integration
– Fluid, Dynamic, Reactive FAST
– Enable enhanced loyalty programs (CRM ODS + SAS)
Analytics
– Analytical modeling for more precise communications (allows better
targeting)
– Predictive! What is likely to be her next purchase?
– Internal Cross-brand Prospecting
Targeting!
– Customer Intelligence
• What is relevant to me?
• Who DOESN’T need an offer to respond?
– Item Brand Distinction – store versus Item
Personalization
– Location Callouts on specific collateral
– Thank You’s! from associate of most recent purchase
21
22. The World Is Changing Rapidly
World Population
8
7
6
Billions of People
5
4
3
2
1
0
0 200 400 600 800 1000 1200 1400 1600 1800 2000
Year
22
23. The Apparel Industry and Communication Technologies
Are No Exceptions
6000-3000 BC 1000’s -1100’s 1200’s 1300’s 1400’s 1500’s 1600’s 1700’s 1800’s 1900’s 2000’s
Weaving Woodblock Buttons Spinning Stocking Flying Jacquard Zipper Nano-Tex
printing wheel frame shuttle loom
Wheel Sunglasses Salmon-
Spinning Power loom skin leather
Polyester
Writing Paper Jenny
Sewing Luminex
Nylon
Abacus Arabic Printing Water frame machine
stockings Speedo LZR
numerals press Mechanical Safety pin
Bikini Spider-web
loom
Synthetic silk
Spandex
Cotton gin dye
Coat hanger Home
Blue jeans
broadband
Shopping
Ready-
bag Commercial
made
Is there still a place Adding
machine
clothing
Ready-
Mall
Automobile
VoIP
WiFi
made shoes Mobile 3G
for brick and mortar Department
store
Radio
Television
WiMAX
Web 2.0
Computer
stores in this
Telegraph
YouTube
Braille Integrated
circuit Facebook
Typewriter
increasingly digital Calculator Twitter
QWERTY
Micro- Blackberry
keyboard
processor
HDTV
Telephone
environment? Light bulb
Ethernet
Internet
Multi-core
processing
Mobile iPod/iTunes
phone
iPhone
WWW
iPad
23
24. Supply Chain Actions Start With Customers
Traditional view of the supply chain
– Merchandise planning
– Store clustering and assortment planning
– Logistics and distribution capabilities
Chico’s FAS view of supply chain
– Put the right merchandise in the right store at
the right time
– Be there when she is there
“CUSTOMERS FIRST”
25. We’re Working to Better Understand Our Customers
AGE RANGE INCOME NET WORTH
Vast majority of 78% of customers 76% of customers
customers are baby are above U.S. are above U.S.
boomers median income median net worth
Customers are a 78% of customers 53% of customers
mix of Gen X, Y, are above U.S. are above U.S.
and Boomers median income median net worth
60% of customers 80% of customers 71% of customers
also shop Chico’s; are above U.S. are above U.S.
40% are Soma only median income median net worth
25
26. We’re Working to Better Understand Our Customers
Top customers shop and spend
several times more than an
average customer
Retention and reactivation of these
customers is paramount
Customers are shopping across
multiple channels differently
Identifying new customer shopping
trends to target high-potential
future loyalists
27. Customer Behavior Clustering
• Clustering of customers into
groups based on their shopping
behaviors
Book Worms – Customer spend
– Categories of products
Bronze
Comfort Seekers
– Lifestyle indicators
Southern Value Hunters
Senior Development • Match back what we know
internally about these customers
Value Families – Total Chico’s spend
–
Silver
Loyalty and retention
Chico’s Loyalist
– Outfitting vs. non-outfitting
Town & Country – Geography
– Income
West Coasters – Net worth
Gold
Urban Chic’s – Age
Affluentials
27
28. Chico’s Cluster Comparison
Affluentials Book Worms
Tend to live in the Northeast Tend to live in the South
More direct and multi-channel More outlet only
Above average customer income Below average customer income
Shops and spends more than the Shops and spends less than the
average customer average customer
Spend proportionately more at Spend proportionately more at
Chico’s in these categories: Chico’s in these categories:
– Collections – Travelers
– Shorts – Jewelry
– Sweaters – Accessories
28
29. Business Implications
• Which new customers have the greatest potential to
become our best customers in the future?
• Along which lines should we be stratifying our product
customizations for the greatest in-store benefit?
• What forms of individualized clienteling do our customers
want to experience when shopping with us?
• How do our customers want their marketing
communications from us to be customized?
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31. POLL QUESTION # 5
Would you characterize the relationship between your
business units and IT as a strong, collaborative
partnership?
A. Strongly Agree
B. Agree
C. Somewhat agree
D. Disagree
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32. Business and Technology Partnership
Key to Our Success
• Physical proximity to each other
• Alignment on strategic discussions and decisions
• Prioritization of work is for the greater good
Technology
Marketing
Support
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33. Continue the Conversation
Resources for Slideshare Viewers:
Check out this conclusions paper summarizing the discussion:
Ten Ways to a Customer-Centric, Data-Driven Business Strategy
• Register here: http://go.sas.com/bvza68
Engage on our blogs:
Thought Leadership: The Knowledge Exchange
http://www.sas.com/knowledge-exchange/customer-intelligence
Marketing Practitioners’ Views: Customer Analytics Blog
http://blogs.sas.com/content/customeranalytics/
Follow us on Twitter:
@SAS_CI
http://twitter.com/SAS_CI
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