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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
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 [email protected]://be.linkedin.com/in/krisvranken@krisvranken
+32 475 320 [email protected]://be.linkedin.com/in/filipcorne@FilipCorne