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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”

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Page 1: 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”

Page 2: Portrait miner & self services analytics  deck

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

Page 3: Portrait miner & self services analytics  deck

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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”

Page 4: Portrait miner & self services analytics  deck

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ACTION INSIGHT

4

Please update

your preferences

Last day of Unlimited

Text promo

Ideal promo: Unlimited

Text

Customer completes

survey

We sent you an email

yesterday – do you have

any questions?

Value reinforcement - you saved $X

this month

Documents generated and mailed

Offer acceptance feedback

survey

Thank you for updating

your preferences!

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

Page 5: Portrait miner & self services analytics  deck

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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

Page 6: Portrait miner & self services analytics  deck

Home

ACTION INSIGHT

Page 7: Portrait miner & self services analytics  deck

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ACTION INSIGHT

“Inbound”

Channels “Outbound”

Channels

Web

Kiosk / ATM

IVR

Contact Center

Mail

Email

Mobile

INTERACTIVE PROACTIVE

Optimizing Customer Interactions

Page 8: Portrait miner & self services analytics  deck

Home

ACTION INSIGHT

The Portrait Suite

Explore.

Understand.

Predict.

Optimize.

Orchestrate.

Recommend.

Fulfill.

Page 9: Portrait miner & self services analytics  deck

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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

Page 10: Portrait miner & self services analytics  deck

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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

Page 11: Portrait miner & self services analytics  deck

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ACTION INSIGHT

Foundation

Dialogue

Forrester’s View of Inbound & Outbound CM

Interaction Optimizer

Customer Analytics

Interaction

Fulfillment Analytic

Insight

Page 12: Portrait miner & self services analytics  deck

Home

ACTION INSIGHT

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

Page 13: Portrait miner & self services analytics  deck

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ACTION INSIGHT

13

The Portrait Customer Analytics Difference

Speed of Insight

Quantity of Insight

Impact of

Insight

Ease of Use Automation Predictive

Power

Efficiency Effectiveness Agility

Page 14: Portrait miner & self services analytics  deck

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ACTION INSIGHT

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

Page 15: Portrait miner & self services analytics  deck

Home

ACTION INSIGHT

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

Page 16: Portrait miner & self services analytics  deck

Home

ACTION INSIGHT

Gartner’s View of the Analytic Vendor Landscape

Gareth Herschel, Gartner, “Predictive Modeling Now more than Ever”, Gartner Customer 360,

March 2011

Page 17: Portrait miner & self services analytics  deck

Home

ACTION INSIGHT

Forrester’s View of Inbound & Outbound CM

page 17

Interaction Optimizer

Customer Analytics

Interaction

Fulfillment Analytic

Insight

Page 18: Portrait miner & self services analytics  deck

Home

ACTION INSIGHT

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)?

Page 19: Portrait miner & self services analytics  deck

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

Page 20: Portrait miner & self services analytics  deck

Home

ACTION INSIGHT

Achieving a Customer Portrait

More than a 360

degree view is

required.

Page 21: Portrait miner & self services analytics  deck

Home

ACTION INSIGHT

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

Page 22: Portrait miner & self services analytics  deck

Home

ACTION INSIGHT

The Portrait Suite

Explore.

Understand.

Predict.

Optimize.

Orchestrate.

Recommend.

Fulfill.

Insight

Page 23: Portrait miner & self services analytics  deck

Home

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

Page 24: Portrait miner & self services analytics  deck

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ACTION INSIGHT

Portrait Self-Service Analytics

Role-based Analytics Portal

Excel Integration

Ad-hoc Customer Query Flexible Report Output

Customized Dashboards List Export Plugins

Page 25: Portrait miner & self services analytics  deck

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ACTION INSIGHT

• 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

Page 26: Portrait miner & self services analytics  deck

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ACTION INSIGHT

Interactive Data Exploration

Rich Customer Data Integration

Ad-hoc “Fast Counts” Multidimensional Visualization

Model Mass-production Insightful Data-Mining

Portrait Miner

Page 27: Portrait miner & self services analytics  deck

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ACTION INSIGHT

2

7

Interactive, Automated Decision Tree Modeling

Page 28: Portrait miner & self services analytics  deck

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ACTION INSIGHT

2

8

Understanding Customer Path and Sequence

Page 29: Portrait miner & self services analytics  deck

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ACTION INSIGHT

2

9

Understanding the Drivers behind Customer Behavior

Page 30: Portrait miner & self services analytics  deck

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ACTION INSIGHT

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

Page 31: Portrait miner & self services analytics  deck

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ACTION INSIGHT

“With Portrait, projects that

used to take my team 2

weeks can now be done in

just 2 minutes.”

- AAA South