big data and one database - dream or reality (stratics @ stima engage 4 result café)
TRANSCRIPT
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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
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Big Data / One Database in 3 phases
DATA & ICT
INSIGHTS
VISION & CHANGE
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DATA & ICTPHASE 1
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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
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
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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
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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
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AND NOW …
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AND NOW…
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Vision : strategy meets tactics
Get Keep Grow Winback
Identify
Differentiate
Interact
Customize
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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
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TODAYTime
Communication is constantlytriggered based on individualbehavior of the customer !
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WEINSIGHTScreating customer value & engagement
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