Portrait miner & self services analytics deck
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Transcript of Portrait miner & self services analytics deck
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
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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”
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ACTION INSIGHT
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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
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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
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“Inbound”
Channels “Outbound”
Channels
Web
Kiosk / ATM
IVR
Contact Center
Mobile
INTERACTIVE PROACTIVE
Optimizing Customer Interactions
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The Portrait Suite
Explore.
Understand.
Predict.
Optimize.
Orchestrate.
Recommend.
Fulfill.
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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
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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
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Foundation
Dialogue
Forrester’s View of Inbound & Outbound CM
Interaction Optimizer
Customer Analytics
Interaction
Fulfillment Analytic
Insight
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PORTRAIT PREDICTIVE ANALYTICS
& DATA MINING SOLUTIONS Understand, Visualize and Predict Customer Behavior
Extending your SAS Environment with Portrait
What Makes Us Unique
Gartner’s Recommendations for Best Practice
Solutions Overview
The Customer Analytics Maturity Model
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13
The Portrait Customer Analytics Difference
Speed of Insight
Quantity of Insight
Impact of
Insight
Ease of Use Automation Predictive
Power
Efficiency Effectiveness Agility
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Extending your SAS Environment with Portrait
Increase Bandwidth
• Free up expert analysts
• Empower wider set of stakeholders
• High volume modeling engines
Accelerate Projects
• Rich data visualization
• Automated modeling
• Seamless scoring & upload
Boost Sophistication
• Produce more advanced models in daily basis
• Uplift
Reduce SAS Costs
• Reduce expensive ongoing SAS Enterprise Miner costs
Volume Speed Impact Budget
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2011 Recommendations for Achieving
Customer Analytics Best Practice
What to do NOW
• “Identify opportunities for data mining or at least data visualization across the organization”
What to do Next Month
• “Ensure you have a clear process for data mining and that the definition or the business problem is always clear before starting a project”
What to do within the Next Year
• “Evaluate the potential of market basket analysis, location analysis, real time decisions and uplift analysis”
Achieve both capabilities within a single solution: Data mining
Data visualization
Collaborative customer analytics:
More quickly “understand the right question to ask”
Rapid refinement before modeling
ALL from one vendor:
Market basket analysis
Location analysis
Real time decisions
Uplift analysis
Ga
rtn
er
Re
co
mm
en
da
tio
ns
PB
BI C
ap
ab
ilit
ies
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Gartner’s View of the Analytic Vendor Landscape
Gareth Herschel, Gartner, “Predictive Modeling Now more than Ever”, Gartner Customer 360,
March 2011
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Forrester’s View of Inbound & Outbound CM
page 17
Interaction Optimizer
Customer Analytics
Interaction
Fulfillment Analytic
Insight
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What is Predictive Customer Analytics?
Analytics Maturity
Va
lue
of
Ins
igh
t
KPIs,
Static Reports,
Dashboards
“What”
Happened?
“Why”
Did it Happen?
What Will Happen
Next? How Can We Change
What Happens Next?
OLAP,
Ad hoc Query,
Drill down/thru
Data Mining &
Predictive
Modeling
Uplift
Modeling
Contact
Optimization
How Can we Optimize
our Strategy (ROI)?
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
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ACTION INSIGHT
Achieving a Customer Portrait
More than a 360
degree view is
required.
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PORTRAIT PREDICTIVE ANALYTICS
& DATA MINING SOLUTIONS Understand, Visualize and Predict Customer Behavior
Extending your SAS Environment with Portrait
What Makes Us Unique
Gartner’s Recommendations for Best Practice
Portrait Customer Analytic Solutions
The Customer Analytics Maturity Model
Home
ACTION INSIGHT
The Portrait Suite
Explore.
Understand.
Predict.
Optimize.
Orchestrate.
Recommend.
Fulfill.
Insight
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ACTION INSIGHT
• Increase the availability of customer insight
across the enterprise via thin client interface
• Increase the speed of decision-making via
train-of-thought analysis
• Places control into the hands of the
business user -- without requiring IT
assistance
Secure, thin-client interface
Easy-to-use English language query -- no
scripting required
• Free up power analysts and IT resources for
higher complexity projects
Increase Accessibility, Achieve a Single Version of the Truth
Benefits
• Improve
marketing
effectiveness
• Boost
departmental
efficiency
• Improve the
customer
experience
Portrait Self-service Analytics
Benefits
• Improve
customer
understanding
• Increase the
speed of
decision-
making
• Free-up
advanced
resources
INSIGHT - EXPLORE
Explore customer data to uncover new opportunity.
Portrait Self-service Analytics is an easy-to-use, browser-based customer data exploration solution which empowers business users to uncover new areas of opportunity within their customer data.
Portrait
LOBs
Analysts
Insight Team
IT
Marketing
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Portrait Self-Service Analytics
Role-based Analytics Portal
Excel Integration
Ad-hoc Customer Query Flexible Report Output
Customized Dashboards List Export Plugins
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• Improve targeting and campaign segmentation
with “point and click” visualization and automated
modeling Gain rapid insight and boost predictive model accuracy
Uncover important data relationships
Predict customer churn, cross sell, up-sell, loyalty, CLV
• Achieve a 360° customer view Improve customer insight by combining disparate data
sets into single view
• Increase modeling throughput
– more models, in less time Increase the speed of decision-making with 3D views
Deliver propensity scores at the push of a button
Improve collaboration between business & analytic team
Leverage less advanced analytic resources
Understand
Customers,
Automate Modeling
Benefits
• Improve
marketing
effectiveness
• Boost
departmental
efficiency
• Improve the
customer
experience
Portrait Miner
Benefits
• Achieve a
better
understanding
of customers
• Improve
campaign
segmentation
• Increase
capacity for
customer
insight
Understand, visualize and predict customer behavior.
Portrait Customer Analytics is a powerful, easy-to-use, predictive analytics solution which extends existing marketing and analytic environments by adding powerful 3D data visualization & rapid modeling automation.
Churn
Lifetime Value
Cross-sell
Loyalty
Risk
INSIGHT - UNDERSTAND
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Interactive Data Exploration
Rich Customer Data Integration
Ad-hoc “Fast Counts” Multidimensional Visualization
Model Mass-production Insightful Data-Mining
Portrait Miner
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2
7
Interactive, Automated Decision Tree Modeling
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2
8
Understanding Customer Path and Sequence
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2
9
Understanding the Drivers behind Customer Behavior
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Business Challenge: Optimize mass-media buying using direct-marketing methodologies
LogicLab, a wholly owned subsidiary of Merkle, applies
deep marketing analytics to the media buying process
of evaluating, optimizing and purchasing advertising.
LogicLab Match Analytics lets advertisers match
customer data to media properties, identifying the most
effective media to reach desired new and existing
customer segments. Media buyers can optimize media
mix, reduce costs, and accelerate media evaluation,
with quantitative ROI metrics.
Portrait’s automated modeling methodologies allow
LogicLab to model thousands of media properties
against hundreds of demographic attributes and score
individual target customers against every potential
media property.
Benefits Closed-loop automated modeling to refresh thousands of
media propensity models on a regular basis
Score target customer lists on demand with all media
models to deliver overall or segment-based media
preference profiles
Builds ~3000 models (data typically 15K rows x 1000
columns) and scores 180,000,000 cases (all targets x all
models) nightly
Results for targeted media show above-average
response rates at significantly reduced cost per inquiry
“We have always believed that the marketplace only
thrives with ingenuity and innovation,” said Chris
Wilson, president of LogicLab. “LogicLab is honored
to receive recognition from the DMA for our technical
advancements in the Broadcast Media category, and
we are very excited to bring this new capability to our
clients.”
3
0
Highlights: Automated Modeling
© 2011 Portrait Software - A Pitney Bowes Business Insight Company
Home
ACTION INSIGHT
“With Portrait, projects that
used to take my team 2
weeks can now be done in
just 2 minutes.”
- AAA South