SAS® CUSTOMER INTELLIGENCESolve more marketing challenges with a comprehensive enterprise solution

“�SAS�analytics�leads�to�deeper�understanding�and�insight�into�our�customers’�behavior,�yield-ing�strong�increases�in�customer�retention.”

Chris McCann President,1-800-Flowers.com

“�We�simply�would�not�be�able�to�base�our�marketing�on�customer�insight�if�we�did�not�have�SAS.�We�built�our�first�customer�insight�models�in�2001,�and��it�is�making�our�marketing��more�effective�every�year.”�

Marcel Stettler Headofcrmoperations

winterthur(switzerland)

Enable Smarter Decisions Throughout Your Marketing Process marketingorganizationstodayfacethechallengeofanincreasinglycompeti-tivemarketplace.customershavehighexpectationsthatmustbemetinordertomaintaintheirloyaltyandsatisfac-tion.Therefore,it’sessentialforyourorganizationtomaximizeitsuseofcustomerintelligence.

likewise,you’vegottohavethecus-tomerinformationyouneedtoknowwhichcustomersareprofitablesoyoucanmakesmartdecisionsaboutwhotofocusonandwhatyouneedtodotokeepandgrowtheirbusiness.

However,beforeyoucansuccessfullymeettheneedsofyourcustomers,yourmarketingorganizationmusten-surethatcustomer-focusedprocessesareinplace–allowingthemtocraftandexecuteoptimizedcommunicationplansthatprovidequantifiableresultsandsupportyourorganization’sgoals.

Our SolutionsAs®customerIntelligenceprovidesthemostcomprehensivesuiteofenter-prisemarketingsolutionsavailabletohelpyou:

• enhancethecustomerexperiencebygainingcustomerknowledgeandinsightandmaintainingacontinuouscustomerdialogue.

• Achieveprofitablerevenuegrowththroughcustomervalueman-agementbygrowingorganically,retainingprofitablecustomersandacquiringnewcustomers.

• Improvemarketingperformanceandaccountabilitybylinkingmarket-ingactivitiesandaligningthemwithoverallcompanygoals,whileopti-mizingmarketingexpenditures.

SAS® Customer Intelligenceregardlessofacompany’sindustryorsize,marketingmusthelpenhancecustomerexperience,achieveprofit-ablerevenuegrowthandimprovemarketingperformance.sAscustomerIntelligencesolutionsenableyoutodeepenyourcustomerinsights,choreographyourcustomerinteractionsandcontinu-ouslyimproveyourorganization’smarketingperformance.

Deepen Customer Insight

Togaininsightintowhatyourcustom-erswilldointhefuture,youhavetofirstunderstandwhattheyhavedoneinthepast.sAsenablesyoutoman-agecustomerdataandunderstandthebehaviorpatternsofyourbestandworstcustomers.Byhavinginsightintoyourcustomers’attitudes,behav-ior,profitabilityandrisk,youcanmakesmarterdecisionsforyourmarketingorganization.

Continuously Improve Marketing Performance

Tomakeyourmarketingorganiza-tionworklikeawell-oiledmachine,itiscriticaltoimplementaclosed-loopmarketingprocessthatmakesadjust-mentsovertime.sAsprovidesthescorecards,reportingandunderlyinganalyticalcapabilitiesneededtoinstillaccountabilityandhavecompletevisibilityofyourmarketingprocessandtheresultingperformance,soyoucanmakemidcoursecorrectionswhenyouhitabumpintheroad.

Choreograph Customer Interaction

customerswanttofeelasthoughcompaniesunderstandthem–andtheyexpecttobetreatedconsistently.Awell-orchestratedmarketingcampaignrequirescoordinationandsynchroniza-tionacrossmultiplechannels.sAsprovidestheabilitytochoreographacomprehensive,multi-channelmarket-ingcommunicationstrategythatoptimizeseveryresourcetoeffectivelyachieveyourgoalsandmaximizeyourroI.

SAS® Customer Intelligence

A data driven, customer-focused marketing processsAsprovidesadatadriven,customer-focusedmarketingprocessdeliveredthroughanintegratedmarketingplatform.Thisbest-practiceprocessaddressestheneedsofallstagesofyourmarketingorganization’sdevelopment.YoucanbeconfidentthatsAsandyourcustomer-focusedmarketingprocesswillhelpyoudeepencustomerinsight,choreographcust-omerinteractionsandcontinuouslyimprovemarketingperformance.

Deepen Customer Insight

Manage quality customer databyaccessingvirtuallyanydatabasetocre-ateacustomer-centricdatarepository,movingdatabetweenoperationalandmarketingsystems,andcleansingthedatatoensuredecisionsaremadeusingtherightdata.

Predict customer behaviorusingarangeofanalysesincludingcustomervalueanalysis,marketbasketanalysis,customerprofitability,responsemodel-ing,churnanalysis,creditscoringandmore.

Profile and segment customers basedonhistoricalbehavior,profitabilityandlifetimevalue.

Continuously Improve Marketing Performance

Measure and report on all aspects of the operation byaligningactivitiestostrategiesandgoalstoimprovetheperformanceandaccountabilityofmarketing,salesandservice.

Optimize investment across direct and indirect marketing bycontinu-ouslymonitoring,predictingandopti-mizingyourmassmarketing,pricing,promotionandotheractivities.

Continuously learn and improvethroughanintegratedmarketingplatformandclosed-loopmarketingprocess.

Choreograph Customer Interaction

Develop and optimize segment strategies,usingcustomerinsightstodeterminehowmuchtime,effortandresourcesareneededforsellingormarketingtoeachcustomersegmentandevolvecustomersthroughtheirlifecycle.optimizeroIforeverycustomercommunication.

Engage effectively with customers byimplementingeffective,consistentandtimelycommunicationsacrosschannels.

Deepen Customer Insight

Data integrationthatpullsdatafromnearlyanysourceandappliesproperdataqualitytechniquestoensurecustomerinformationisinthebestpossiblestate.

Web behavior trackinghelpsyougetthemostoutofyoure-businesschan-nelsandimprovetheeffectivenessofyourmarketingcampaigns.

Forecastingthatallowsyoutoidentifypreviouslyunseentrendsincustomerdata–helpingyoutomakemarketingdecisionsaccordingly.

Customer profitabilitycanbecalcu-latedbydrillingdowntothecustomerorindividualtransactionlevel.

Analyticsthatprovidedescriptiveandpredictiveinsightthroughresponsemodels,churnanalysis,customervalueanalysisandmore.

Riskanalysisandassessmentcapabili-tiestohelpmoreaccuratelydevelopandtrackcreditriskscores.

SAS® Customer Intelligence

Capabilities that enable a best- practice approachImplementing a customer-focused marketing process:whetheryourneedistobolstercustomerinsightbycalculatingcustomerlifetimevalue,toexecutemoreefficientandeffectivecustomerinteractionsusingacampaignmanagementsolution,ortoinstillaccountabilityacrossmarketing,sAscustomerIntelligenceprovidesthewidestrangeoffunctionalcapabilitiesavailabletoenableyourdatadriven,customer-focusedmarketingprocess.

Choreograph Customer Interaction

Campaign managementthatresultsinmorerelevant,intelligentandpredictivelistssoyousendtherightofferstotherightcustomersacrossyourchannels.

E-mail/mobile marketingthatpro-videslarge-scalemultimediamessag-ingcapabilities–includinge-mail,sms,mmsandwAP–withinsingle-channelormultichannelmarketingcampaigns.

Event triggersthatsendalertstoletyouknowwhenit’smostappropriatetoreachouttoyourcustomers.

Real-time decision makingthatimprovesrevenue,growthandretentionbyoptimizingeverycustomerinteractionthroughreal-timedeliveryofdecisionsandrecommendations.

Optimizationthatenablesyoutomaximizeoverallvaluebydeterminingwhichoffertosendtoeachcustomerwhileconsideringfactorssuchascontactstrategy,budgetandchannelconstraintsandothers.

Continuously Improve Marketing Performance

Marketing performance reportingthatsurfacesspecificmetricsbasedonindividualuserneedsandallowsyoutodrilldownforadeeperunder-standingofperformanceandanyotherpotentialissues.

Marketing mix optimizationthathelpsyoutrackandimprovetheeffectivenessofyourmarketinginvestments–andquantifytheroIofmarketingactivities.

Marketing metrics and scorecardsthatusepre-builtmarketingKPIsincorporatingmarketingbestpracticesinareassuchasbusiness/finance,marketingprogram,customerandmarketingprocesses.

The SAS® DifferencesAscustomerIntelligencesolutionsprovidethemostcomprehensiveenterprisemarketingsolutionforyourdatadrivenmarketingprocess.whileothervendorsprovidecomponentstosatisfysomeofyourneeds,sAsdeliv-erstheonlycompletesetofcapabili-tiesavailableonthemarket.Foryourorganization,thesAsdifferencemeansyoucan:

Continually Make Smarter Decisions

UsingsAsAnalytics,you’llgaintheknowledgeandinsightneededtomakesmarterdecisionsandhaveacompleteunderstandingofyourcustomers.whetherit’sbuildingpredictivemodelsforcampaignresponserates,usingoptimizationtomaximizechannelroI,forecastingtopredictsales,orman-agingandmaintainingyourexistingmodels,sAsistheprovenleaderinprovidinganalyticstohelpyoumakesmarterdecisions.

Solve More Marketing Challenges

Asillustratedbythecustomer-focusedmarketingprocessdescribedearlier,onlysAsprovidesacompletesetofcapabilitiestosolvemoreofyourmarketingchallenges.Asyoudevelopstrategiesandactivitiestofulfilltheneedsofyourcustomersandmarket-ingorganization,youcancountonsAstodeliverthesolutionsandtechnologyyouneedforsuccess.

Evolve Your Marketing Organization’s Capabilities

sAscustomerIntelligenceisstruc-turedtoprovideagrowthpaththataddressesallstagesofyourmarketingorganization’sdevelopment.whetheryouneedtodevelopanaccurateviewofyourcustomer,orfocusonexecutingandoptimizingyourcustomercommu-nications,sAshasasolutionthatfitsyourorganization’sneeds.

Ensure Success with SAS’ Proven History and Leadership

• sAshasbeeninbusinesssince1976andhasover43,000customersitesworldwide.

• sAsislistedintheleadersquad-rantofGartner’smagicQuadrantsforcustomerDatamining2Q071,multichannelcampaignmanagement1Q072andBusinessIntelligencePlatforms1Q073.Dataflux(asAscompany)islistedintheleadersquadrantofGartner’smagicQuadrantforDataQualityTools20074.

• Forfourconsecutiveyears,CRMmagazinehasrecognizedsAsastheleadingproviderofcrmanalytics.

• sAsmarketingAutomationhasbeennamedProductoftheYearfortwoconsecutiveyearsbyCustomer Inter@ction Solutionsmagazine.

• sAshasalonglistofloyal,satisfiedcustomersfrom96ofthetop100companiesonthe2006ForTUNeGlobal500®.learnmoreatwww.sas.com/success.

1Gartner, Inc., “Magic Quadrant for Customer Data Mining, 2Q07” by Gareth Herschel, May 4, 2007.2Gartner, Inc., “Magic Quadrant for Multichannel Campaign Management, 1Q07” by Adam Sarner, April 6, 2007.3Gartner, Inc., “Magic Quadrant for Business Intelligence Platforms, 1Q07” by Kurt Schlegel, Bill Hostmann and Andreas Bitterer, January 26, 2007.4Gartner, Inc., “Magic Quadrant for Data Quality Tools, 2007” by Ted Friedman and Andreas Bitterer, June 29, 2007.

ThemagicQuadrantsarecopyrighted2007byGartner,Inc.andarereusedwithpermission.ThemagicQuadrantsareagraphicalrepresentationofamarketplaceatandforaspecifictimeperiod.TheydepictGartner’sanalysisofhowcertainvendorsmeasureagainstcriteriaforthatmarketplace,asdefinedbyGartner.Gartnerdoesnotendorseanyvendor,productorservicedepictedinthemagicQuadrants,anddoesnotadvisetechnologyuserstoselectonlythosevendorsplacedinthe“leaders”quadrants.ThemagicQuadrantsareintendedsolelyasaresearchtool,andarenotmeanttobeaspecificguidetoaction.Gartnerdisclaimsallwarranties,expressorimplied,withrespecttothisresearch,includinganywarrantiesofmerchantabilityorfitnessforaparticularpurpose.

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SAS and all other SAS Institute Inc. product or service names are registered trademarks or trademarks of SAS Institute Inc. in the USA and other countries. ® indicates USA registration. Other brand and product names are trademarks of their respective companies. Copyright © 2007, SAS Institute Inc. All rights reserved. 103116_449359.0807