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Digital Customer Strategy & Big Data
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Transcript of Digital Customer Strategy & Big Data
Excercise
• A pie has 3 Dimensions
• Draw a birthday pie and cut it in maximum number of pieces
• Pie’s form can be anything
Power to Consumer
Today we have a special offer
personalized just for YOU. You
can use your special discount
with this code:cs2016
Shift in way of doing things
• Conventional way of doing business
• Long planning processes
• Canceling program if fails
• Not feeding the learning output
From Lean Startup Methodology
• Act like a startup
• Create fast learning cycles
• Learn and iterate
• Accelerate feedback loop
Bi-Modal IT
Reliability Goal Agility
Price for performance Value Revenue, brand,
customerexperience
Waterfall, V-Model, high-ceremony IID Approach Agile, Kanban,low-ceremony IID
Plan-driven, approval-based Governance Empirical, continuous, process-
based
Enterprise suppliers,long-term deals Sourcing Small, new vendors, short-term
deals
Good at conventional process, projects Talent Good at new and uncertain
projects
IT-centric, removed fromcustomer Culture Business-centric,close to
customer
Long (months) CycleTimes Short(days, weeks)
Creating a Learning Organization in Digital
• Act like a startup
• Discover Insights, act fast
easily
• Time-to-market in digital
channels
• Accelerate feedback loop
• Self-learning offers by
customer history and
behaviour
• Learn and iterate
What to do?
• Board Room Agenda
• Way of doing business - processes needs to change
• Sometime you need to change people
• You definitely need new technology
• Capability to provide a good Digital Experience has become a
Unique Value Proposition
Information is internal only. Do not distribute.
An offer ending is the most common event before the end of the save window.
Network issues and plan changes were also common end events.
6 events prior 5 events 4 events 3 events ChurnSave
Window
Items Bought Together : by Category (1 Year Period)
Category A
Category D
Category B
Product Z
Product X
Product Y
Category C