Upload
keith-joeris-mba
View
552
Download
3
Embed Size (px)
DESCRIPTION
Citation preview
Home
ACTION INSIGHT
Understand, Visualize and Predict Customer Behavior
Customer Case Study Snap Shot
Customer Interaction Hub Illustrated Demo
Market Leading Analyst Recognition
The CRM “Customer-centricity Chasm”
Home
ACTION INSIGHT
Customer Analytics Maturity Model
• Commence at any stage
• Benefit from a clear roadmap to success
(Underpinned by customer data access, generic BI & reporting tools)
Explore Customers
• Uncover areas of interest and opportunities to act
• Ad hoc, thin-client customer data exploration for the business user
Understand & Predict Behavior
• Predict and define ideal target customer segments
• 3D visual customer data mining & automated modeling
Predict Uplift
• Predict persuadability; eliminate sure things, lost causes, sleeping dogs
• Reduce spend 40% while improving outcome 30-300%
Optimize Contacts
• Analytically match customers with right offer, at right time, via right channel, balanced against business constraints
Real-time Scoring
• Eliminate customer lists, mass-scoring
• Up to the second outbound selection accuracy
Real-time Decisioning
• Inbound contextual RTD
• Adaptive learning
AC
TIO
N
INS
IGH
T
Home
ACTION INSIGHT
The CRM “Customer-centricity Chasm”
Customer Profile
Transaction
Channel
Lines of Business
Customer Preference
DATA CRM TOUCH POINTS
Infuse customer-specific
insight into touch points
INCREMENTAL CRM
Understand past behavior
Predict future needs
“Hindsight” “Foresight”
What | Why | Next | Change
Right message, right time
Dialogue across touch points
Optimize engagement
“Line of sight”
“Hindsight” “Foresight”
Home
ACTION INSIGHT
4
Please update
your preferences
Last day of Unlimited
Text promo
Ideal promo: Unlimited
Text
Customer completes
survey
We sent you an email
yesterday – do you have
any questions?
Value reinforcement - you saved $X
this month
Documents generated and mailed
Offer acceptance feedback
survey
Thank you for updating
your preferences!
Optimized Customized Customer Interactions
Your Business
Customer
The Results
• Improved customer experience
• Increased customer satisfaction and advocacy
• Increased customer value, wallet share
• Improved customer retention
• Single source for customer preferences
Home
ACTION INSIGHT
The CRM “Customer-centricity Chasm”
“What customers expect from us” “What we actually have”
Reality
• Product-centric campaigns
• Operationally focused
• Information & channel silos
• Independent business units
• Customer ad fatigue
• Limited capacity for
engagement
Expectation
• We understand them
• We value their business
• We deliver on our promises
• We remember them
• We strive for relevancy
• We are connected
© 2011 Portrait Software - A Pitney Bowes Business Insight Company
Home
ACTION INSIGHT
Home
ACTION INSIGHT
“Inbound”
Channels “Outbound”
Channels
Web
Kiosk / ATM
IVR
Contact Center
Mobile
INTERACTIVE PROACTIVE
Optimizing Customer Interactions
Home
ACTION INSIGHT
The Portrait Suite
Explore.
Understand.
Predict.
Optimize.
Orchestrate.
Recommend.
Fulfill.
Home
ACTION INSIGHT
Immediate increase in customer retention
Reduced marketing costs >DK100,000 PA
Incremental revenue of £48M
Revenue per customer 314% higher
Incremental revenue up 327%
Customer retention up >20%
Reduced marketing costs by >10%
“Immediate increase in renewals”
Customer retention up 300%
Churn decreased by 37.5%
20% reduction in churn
36% increase in churn reduction Products held per
customer up by 50%
Increased revenue by $1.2M per month
ROI from a single campaign
Profitability rose 10%
Uplift doubles customer retention
What’s it Worth?
Financial Services Telecommunications
Insurance
Emerging Markets
Home
ACTION INSIGHT
INSIGHT DATA STRATEGY COMMUNICATION
Mu
lti-
chan
ne
l Co
mm
s M
gmt
Cu
sto
me
r D
ata
Min
ing
Cu
sto
me
r Se
rvic
e C
on
tact
Ctr
s
Cro
ss-c
han
nel
Co
mm
s M
gmt
Pre
dic
tive
An
alyt
ics
& D
ata
Min
ing
Dat
a In
tegr
atio
n T
oo
ls
Dat
a Q
ual
ity
Too
ls
Do
cum
ent O
utp
ut
Info
rmat
ion
Qu
alit
y
The ONLY vendor on all 5 Magic Quadrants
CCCM
PA/DM
DOCCM
IQ
The ONLY vendor on all 4 Waves
PBBI – Customer Communications Management
MCCM
CDM
CCCM DI
DQ
Gartner
Home
ACTION INSIGHT
Foundation
Dialogue
Forrester’s View of Inbound & Outbound CM
Interaction Optimizer
Customer Analytics
Interaction
Fulfillment Analytic
Insight
Home
ACTION INSIGHT
How it Works
Overview
The Portrait IO Difference
Case Studies
December 17, 2012 PBBI Internal use only
Home
ACTION INSIGHT
• Analytically determines the right message
or offer for each customer, at the moment
of interaction
• Engage customer dialogue across inbound
channels
Web, IVR, Call Center, Branch, Kiosk, ATM
• Connect the customer “conversation” across
all customer touch points
• Reach opt-outs and other unreachable
customers
• Make every agent as good as your best
• Leverages up-to-the-second customer data
• User interface designed for marketers
Determining the
Best-Next-Action
Benefits
• Improve
marketing
effectiveness
• Boost
departmental
efficiency
• Improve the
customer
experience
Portrait Interaction Optimizer
Benefits
• Improve the
customer
experience
• Boost cross-
sell & retention
• Convert cost-
centres into
profit centers
Convert inbound interactions into revenue & retention opportunity
Context
Analytic Models
Business Rules
Customer Data
Cross-channel
ACTION - RECOMMEND
“Inbound marketing techniques have about 10 times the response rate
of non-targeted outbound campaigns.”
Portrait Interaction Optimizer is a real-time decisioning solution
that provides best-next-action recommendations for each
customer, wherever and whenever they choose to interact.
December 17, 2012 PBBI Internal use only
Home
ACTION INSIGHT
Infuse Customer-centricity into Your CRM Touch Points
Made intelligent
Using your own data
The applications
you use today
December 17, 2012 PBBI Internal use only
Home
ACTION INSIGHT
Update
Example: Simple Driven “Real-time” Interaction
X-sell
#1
No
Thanks
Context Unknown
X-sell
#2
Decline
& End
Pre-prioritized prompts ready
1.Sell Product A
2.Sell Product B
3.Sell Product C
RECOMMENDATION:
1.Sell Product A
2.Sell Product B
3.Sell Product C
Status
Provided
RECOMMENDATION:
1. Sell Product A
2.Sell Product B
3.Sell Product C
Update
Check
Order
Contact
Initiated
CU
ST
OM
ER
Y
OU
R C
OM
PA
NY
December 17, 2012 PBBI Internal use only
Home
ACTION INSIGHT
Example: Interaction Powered by Portrait
Context Unknown
X-sell
#2
Accept
No pre-prioritized prompts exist
Check
Order
Update
“AT THE MOMENT” RECOMMENDATION
1. Gather additional info -- D.O.B.
Account
Updated
X-sell
#1
Accept
Status
Provided
“AT THE MOMENT” RECOMMENDATION
1.Sell Matching Prod D
2.Sell Product H
3.Free VIP Program
Contact
Initiated
“AT THE MOMENT” RECOMMENDATION
1. Over 65 Super Saver Prg
2. Product A
3.10% Next Order Disc.
CU
ST
OM
ER
Y
OU
R C
OM
PA
NY
December 17, 2012 PBBI Internal use only
Home
ACTION INSIGHT
Fused Inbound/Outbound Marketing Environment
December 17, 2012 PBBI Internal use only
Home
ACTION INSIGHT
Deep reporting for performance measurement
December 17, 2012 PBBI Internal use only
Home
ACTION INSIGHT
19
The Portrait Interaction Optimizer Difference
Speed of Deployment
Optimize Lifetime
Value
Marketer Ease of Use
Point & click
Collaborative
Unified
Reporting
Decision Sophistication
Uplift
10 Types
Real-time
True Cross-channel
Inbound/
Outbound
Fusion
Profitability Continuity Agility
Relationship
December 17, 2012 PBBI Internal use only
Home
ACTION INSIGHT
Business Challenge:
Increase customer lifetime value and provide ideal customer
experience by optimizing every contact with mass-affluent customers
Portrait is implemented within Merrill
Lynch Wealth Management CRM
(across 4 call centers used by more
than 700 financial advisors, IVR and
web site).
Benefits
35% increase in revenues ($$ millions weekly)
55% improvement in client satisfaction
14% improvement in agent productivity
26% increase in customer retention
16 week implementation
Customer Case Studies
December 17, 2012 PBBI Internal use only
Home
ACTION INSIGHT
Business Challenge:
Improve customer experience and increase product cross-selling
Portrait is implemented across all
inbound touch points. World’s largest
multi-channel implementation of single
customer view with intelligent dialogue.
Resulted in major CRM industry awards.
Benefits
50% increase in average # of products held
40% positive response rate
No 1 bank in EMEA for customer satisfaction &
advocacy (49% vs. 22% avg.)
Customer Case Studies
40% Positive
37.5% Accept
Offer Offer
“We have sold tens of
thousands more products
through Portrait.”
-- iCRM Director, Nationwide
December 17, 2012 PBBI Internal use only
Home
ACTION INSIGHT
THE FUTURE OF NORDIC RETAIL BANKING: Business Benefits from CRM
Sales from 1:1 Marketing
0
100,000
200,000
300,000
400,000
500,000
600,000
700,000
00/01 01/02 02/03 03/04 04/05 05/06 06/07 07/08
Direct Marketing Prompts
Real-time Interactions Can Change the Game
Real World Results from an Actual PBBI Customer
Traditional Direct Marketing Optimized Inbound Dialogue
Today - 2 Years - 4 Years - 6 Years - 1 Year - 3 Years - 5 Years - 7 Years