Intuit at DES: How DMPs are Enabling the New Digital Enterprise
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Intuit chose a data management platform (DMP) to centralize customer and marketing data from digital channels in real-time, without personally identifiable information. This allows Intuit to perform real-time optimization, customer intelligence and modeling. A DMP also helps Intuit maximize performance and efficiency by providing customer data, while Intuit's data warehouse solves its need for corporate "Big Data". Intuit uses its DMP for real-time targeting, personalization and optimizing the customer experience across its platforms and products.
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Intuit at DES: How DMPs are Enabling the New Digital Enterprise
- 1. people How DMPs are Enabling the New Digital Enterprise Cezanne Huq – Head of Online Acquisition
- 2. @cezanne #cezanneCezanne and Intuit’s Journey Line 1983 1993 2003 Cezanne 2013
- 3. @cezanne #cezanneWhy Intuit Chose A DMP Four units per every accountant onboarded – Intuit 2013 Shoppers research competitive prices while standing in a store -- a trend called “showrooming” -- and buying later, on their laptop or tablet. This seamless simultaneously for consumer demand is known as “omnichannel” – National Retail Foundation 2013 77% of survey respondents reported regularly using their computer/laptop while watching TV, up 16 percentage points – Accenture 2013 28% of mobile searches drives conversions: store visit, calls and purchases – Google 2013 3
- 4. @cezanne #cezanneWhy Intuit Chose A DMP “We put customers at the heart of everything we do. We work together to deliver end-to-end experiences so profound that customers love using our products and services, and actively recommend them.” We Design for customer delight
- 5. @cezanne #cezanneWhy Intuit Chose A DMP 5 The Loyalty Nirvana Evaluate Consider BUY Advocate Bond Enjoy Consumers expect it!
- 6. @cezanne #cezanneWhy Intuit Chose A DMP 6 DMP DWH Primary Role Customer Intelligence & Experience Optimization Business Intelligence and Corporate Optimization Core Functions Data Centralize customer and marketing data - includes IP-data from all digital channels in real time. No PII data Centralize corporate operational data – typically not 3rd party. System of record for PII Infrastructure SaaS partnership with clients - not a technology investment, rather a marketing investment Hardware, software and technical infrastructure internal to corporation Marketing Intelligence Real time optimization, customer intelligence and modeling Reporting and modeling business intelligence Marketing Media Campaign Campaign set-up of digital marketing programs (e.g., flighting, budget management, etc.) Irrelevant to the clients' end consumers (directly) Timing Real Time Not Real Time Bottom Line: To maximize their performance and efficiency, Intuit requires both a DWH and a Customer Optimization Platform (the DMP is a component of a Customer Optimization Platform). The DWH helps solve the corporate "Big Data" issue while DMP solves the Customer "Real-Time Data" issue
- 7. @cezanne #cezanneWhy Intuit Chose A DMP 7 “Effectively creating, delivering, measuring and managing an end-to-end customer experience that delivers maximum economic value to your business.”
- 8. @cezanne #cezanneWhy Intuit Chose A DMP Performance/Relevance Retargeting Social, Mobile, ToF Display Site Retargeting / BT Demo profile (e.g. males, 18-34, in US) User Data 3rd party 1st party Contextual Targeting Prospecting Consideration Research 2nd party Intent Paid Search Real-time data capture and intelligent decisioning is available Offline (TV, Radio, Print…) Partners (Retail, Aff…) Awareness
- 9. @cezanne #cezanneWhy Intuit Chose A DMP 9 Analytics & modeling is maturing but not fast enough
- 10. @cezanne #cezanneDMP Mindset Shift Lead By The Digital Team Customers trump everything! Egos must be left at the door! Don’t move ahead until you have shared vision! Measure DMP use cases with eye towards accretive growth! Stay abreast of progress through operational mechanisms! 10
- 12. @cezanne #cezanneCustomers trump everything 1. Go broad to go narrow – Where are they looking for your products? 2. Deep empathy - What are they looking for? 3. Rapid experiments – When are they looking for it? Plot key prospect and customer touch points Source: ClickZ
- 13. @cezanne #cezanneCustomers trump everything Three key questions: 1. What are key pain points for customers? 2. Where are optimal product synergies? 3. Can we leverage each product line as a front door to our suite of solutions? Customer QuickBooks MintHome&Biz Payroll GoPayment TurboTax Quicken QuickBase Point of Sale Plot key prospect and customer touch points
- 14. @cezanne #cezanneCustomers trump everything Customers Performance Competition - Features - Offers - Benefits Business Brand Guidelines - Promotions - Seasonality Prospects & Customers - Perceived value - Call-to-action - Credibility Successful DMP deployment will: • Delight prospects and customers • Maximize profitability • Increase market share • Make more money • Produce cost efficiencies Design for customer delight
- 15. @cezanne #cezanneEgos must be checked at the door 15
- 16. @cezanne #cezanneEgos must be checked at the door Establish executive sponsorship CMO and/or departmental heads Bring key stakeholders into the process early on Offline, Online, Research, Analytics, Finance, Creative, Production, Technology and PMO teams Define clear roles and responsibilities Who is the driver, approver, core contributors and the informed? 16
- 17. @cezanne #cezanneDon’t move ahead until you have shared vision Establish the future state, collectively Set clearly defined mission, principles and values to get there Avoid pleasing everyone, that is not the objective Listen and inquire and do not advocate Resolve questions and concerns as soon as possible 17
- 18. @cezanne #cezanneMeasure media with an eye towards growth Three key questions: 1. How should we value each customer touch point and response? 2. How do we align our campaign to the value? 3. How are we thinking about funding for the campaign? Seek out & understand the economic value of all touch points and fund it separately
- 19. @cezanne #cezanneStay abreast of progress through operational mechanisms Develop an organizational structure Hold regular & consistent meetings at all appropriate levels Assess needs and resources and develop goals to enhance the goals of your integrated media campaign Establish success metrics, measure, review and make any necessary changes Develop thresholds to signal contingency planning 19
- 20. @cezanne #cezanneIntuit DMP Case Studies User Story Description Status Outcome 1 We want to be able to know whether our prospects are accountants or SMB owners and present a personalized experience and product Active Unique experience being served to accountant audience with a 166 revenue index to control 2 We want to know which QBO customers by specific SKU are most likely to sign up for GoPayment and present them with a relevant GoPayment offer through media Active “Very likely” QBO audience indexing higher than “likely” QBO audience 3 We want to know which of our prospects use more mobile and to then offer a relevant experience and/ or provide relevant mobile app Active Targeting existing QBO mobile users with GoPayment App on Android and iOS 4 We want to track user behavior and optimize across social, search, website, display, and mobile Active Currently tracking user behavior across social, search, website and display. 5 We want to change the ad and message based on activity within our websites Not Active Yet Need to leverage x+1 and Sitespect integration 6 We want to understand our prospects behavior on different devices Active w/ Nala Added SDK to QBO, adding to GoPayment Apps (phone and tablet)
- 21. @cezanne #cezanneFuture 21 Targeting Data Collection DMP Tagging/ Tracking Mobile/Tabs Desktop Decisioning Personalization Phone/Care TV CMS/Testing Audiences Customer Data 3rd Party 2nd Party Websites PPC Display Paid Social Mobile Affiliates Earned SEO/ Social Websites/ UGC In Product Retail/eTail In Production In Progress In Plan Legend CRM/Phone/ Care Datamart Real-time Optimization In Product Earned Reporting/ Visualization Marketers Analysts Acquisition team poised to usher in a truly integrated, actionable digital enterprise
Editor's Notes
- 1988 Quicken became a best-seller
- Where are they so we can target you. Where is the most efficient placements to consider
- 1. Perceived ValueYour potential visitor is looking for a “solution” to their pain points. In fact, customers care about solving their problem, not necessarily buying your product. You must convince them that you will solve those pain points (support, new products, and services).Saving money is a huge perceived value. Everyone wants to save money by finding a cheap way to solve their problem (or even better, solve the problem free of cost!). Your ad copy should emphasize what problem you’ll be solving for the user.2. RiskWhile your customers want to solve their problem, they also want to guard against the risk of wasting time and money. This is why “risk reversal” is such an important element of your ad copy.To help users guard against risk, you must convince them of the value of clicking on your ad and not wasting time by getting suckered in to something that doesn’t work for them.At every step of the way, you want to reduce the friction of taking the next step. Convince users of the value of clicking on your ad, and you will get more relevant visitors.You also want to help users guard against wasting their money by emphasizing free or low cost entry points. A good example is “Free Quote,” which is one of the most established calls to action on PPC ads. For the user, there’s no risk in a free sign up that’s quick and easy, so why not sign up? Not only does this increase clicks, but it significantly increases conversions. You’re saying that “all I want to do is tell you what it will take to solve your problem.”3. CredibilityCredibility is always at the top of your customers’ minds. Your customers want to guard against risk by choosing someone they know and trust. This is why branding is such an important investment for your business’s long term success. The best way to instill a sense of confidence and trust is by making users feel like they know you and like you.For example, you may want to mention a trusted brand associated with your business, such as mentioning a prestigious award. (This sort of credibility builder is one of the most successful tactics in various scenarios. For example, saying someone is a “Pulitzer Prize-winning author…” or “Nobel Prize-winning scientist” is a great way to gain instant credibility.You could take a more aggressive approach by directly touting your track record, such as saying that you “Generate X number of dollars for Y number of clients” or saying that a specific product has been sold to “X number of happy customers.”4. Call To ActionYour ad and landing page is your ultimate salesperson. So your ad and your landing page better have a compelling call to action that is quick to the point.Your prospects don’t have much time, need quick answers and are clicking to new pages every few seconds. So you have to get to the point before they look elsewhere.Often times, it’s as simple as asking someone to take action right away. So don’t be shy; shy salespeople don’t close the deal! However, make sure you are professional.Don’t be too pushy. (Don’t use ALL CAPS LIKE THIS BECAUSE IT’S OBNOXIOUS!) Provide enough value to close the deal without being the used car salesman. Often, this is something as simple as “Buy Now”, or “Order Online & Save” in your ad copy.On the landing page, many people make the mistake of putting as much information on the page as possible. Your goal is to make the value proposition clear and simple, and tell the customer what to do by making the “Buy Now” button standout and clear.5. QualifiersOften times, you will be bidding on keywords that are a bit broad. Some of the people searching are your target market, and others aren’t.Additionally, you might be positioned to take only a small portion of your market. For example, you may be focusing on providing lower prices (competing on cost), or on better service (competing on value), or on a specific sub-segment of the market (e.g., moms, kids, college students, higher net worth individuals).Most business owners are afraid of “not talking to everyone”. So they will not tell a prospect how much their product costs, or who is their ideal customer. This is BAD.By using language that resonates with your target audience, you will simultaneously stop wasting money on clicks from people who won’t convert, while increasing the ad’s relevance in the eyes of your true target audience. By putting in a qualifier, you spend less and make more, so don’t be afraid to get specific!
- A shared vision is a view of some future state that is agreed upon and shared by others. It is useful when managing change and when you have people who are initially resistant to change.