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Big Data & One Database

Dream or RealitySTIMAEngage 4 Results CaféMarch, 27 2014

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WEINSIGHTScreating customer value & engagement

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Customer Value by Customer Insight

It’s impossible to focus sales & marketing efforts onyour customers unless you understand who they are.

The more you know about your customersengagement & behavior the better you can reach

them.

& Engagement

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BIG DATA / ONE DATABASE IN 3 PHASES

5

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Big Data / One Database in 3 phases

DATA & ICT

INSIGHTS

VISION & CHANGE

6

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DATA & ICTPHASE 1

7

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What’s

big data

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big dataVOLUME

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big dataCOMPLEX

VOLUME

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big dataCOMPLEX

REAL-TIME

VOLUME

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big dataCOMPLEX

REAL-TIME

VOLUME

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Tear down the silos ?

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INTERFACES BI

MIP

ERPCRM

WEBSITE

ESHOPGoogleanalytics SOCIAL

MEDIA

drupalSHOPS Loyalty

EMAIL

Customerservice

DQservices

BE-HAVIOR

SOCIALINSIGHT

DM

SMS

OFFSITEEVENTS

CONNECT the silos !

MOBILEAPPS

KIOSKINSTORE

CONTACTCENTER

OFFLINE

WEB MOBILE

SOCIAL

PUSH

INTERNAL

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INSIGHTSPHASE 2

16

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What

insights

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insights

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insightsBI

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insightsBI

DATAMINING

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insightsBI

DATAMINING

BEHAVIOR

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Customer Journey Insights

24

Cus

tom

er E

ngag

emen

t

Time

GET KEEP GROW WINBACK

Key Desired BehaviorsAwareness

Trial / Welcome / First Experience

Repeat engagement / Content

Loyalty / VIPSocialParticipation

Re-EngageSatisfactionX-sell

Referrals

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GetCustomer Insight

Back in every tough point

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WWW

ODB

360° SingleCustomerView

26

CRM

MIPBANK

PROJECT(xls)

PlatformY

LOCALDIVISIONS

(xls)

GUI

LocalDivisions HQ

BI / Report

ProfilingCampagne Results

BI / self BIForecast

CRM

MultiChannel

PF

DM EM SMS

PlatformX

Social

ERP

EXTERNALPARTNER / PLATFORM

EXTERNALPARTNER / PLATFORM

WWW WWWWWW

WWW

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VISION & CHANGEPHASE 2

27

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AND NOW …

28

AND NOW…

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Vision : strategy meets tactics

Get Keep Grow Winback

Identify

Differentiate

Interact

Customize

29

1 to 1

Segmentation

Big Data / One DB / DQ

Trigger Based / Omni Channel Comm

STRATEGYTA

CTI

CS

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Change

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AD HOC / EVENT DRIVEN

JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC

SpringPromo

New YearPromo

Back toSchool

XmasUpsellcampaign

Cross-sellcampaign

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MULTI STEP / MULTI CHANNELMULTI STEP / MULTI CHANNEL

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TRIGGER BASED

JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC

SpringPromo

New YearPromo

Back toSchool

XmasUpsellcampaign

Cross-sellcampaign

EVEN

T D

RIV

EN M

ARK

ETN

GPR

OG

RAM

S

Life Cycle Based Programs

Product Cycle Based Programs

Relationship Based Programs

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REAL-TIME TRIGGER BASED

EVENT

EVENT

EVENT

EVENT

EVENT

EVENT

EVENT

EVENT

EVENT

EVENT

EVENT

EVENT

EVENT

EVENT

EVENT

EVENT

EVENT

EVENT

EVENT

EVENT

EVENT

EVENT

EVENT

EVENT

EVENT

EVENT

EVENT

EVENT

EVENT

EVENT

EVENT

EVENT

EVENT

EVENT

EVENT

TODAYTime

Communication is constantlytriggered based on individualbehavior of the customer !

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WEINSIGHTScreating customer value & engagement

+32 474 980 420kris@stratics.behttp://be.linkedin.com/in/krisvranken@krisvranken

+32 475 320 328filip@stratics.behttp://be.linkedin.com/in/filipcorne@FilipCorne