1. Understand, Visualize and Predict Customer Behavior
The CRM “Customer-centricity Chasm”
Customer Interaction Hub Illustrated Demo
Customer Case Study Snap Shot
Market Leading Analyst Recognition
INSIGHT ACTION
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2. Customer Analytics Maturity Model
• Commence at any stage Real-time Decisioning
• Benefit from a clear • Inbound contextual RTD
ACTION
roadmap to success • Adaptive learning
Real-time Scoring
• Eliminate customer lists, mass-scoring
• Up to the second outbound selection accuracy
Optimize Contacts
• Analytically match customers with right offer, at right time,
via right channel, balanced against business constraints
Predict Uplift
• Predict persuadability; eliminate sure things, lost causes, sleeping dogs
INSIGHT
• Reduce spend 40% while improving outcome 30-300%
Understand & Predict Behavior
• Predict and define ideal target customer segments
• 3D visual customer data mining & automated modeling
Explore Customers
• Uncover areas of interest and opportunities to act
• Ad hoc, thin-client customer data exploration for the business user
(Underpinned by customer data access, generic BI & reporting tools)
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3. The CRM “Customer-centricity Chasm”
DATA INCREMENTAL CRM CRM TOUCH POINTS
Right message, right time
Customer Profile Dialogue across touch points
Optimize engagement
“Line of
sight”
Transaction
Infuse customer-specific
insight into touch points
Channel
Lines of Business Understand past behavior
Predict future needs
“Hindsight”
“Hindsight” “Foresight”
“Foresight”
What | Why | Next | Change
Customer Preference
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4. Optimized Customized Customer Interactions
Customer We sent you
Customer completes an email
Documents
survey generated
yesterday –
and mailed
do you have
any
Thank you for questions?
updating
your
preferences!
Offer
acceptance
feedback
Ideal promo: survey
Unlimited
Please Text
update Last day of Value
your Unlimited reinforcement
preferences Text - you saved $X
promo this month
Your Business
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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5. The CRM “Customer-centricity Chasm”
Expectation Reality
• We understand them • Product-centric campaigns
• We value their business • Operationally focused
• We deliver on our promises • Information & channel silos
• We remember them • Independent business units
• We strive for relevancy • Customer ad fatigue
• We are connected • Limited capacity for
engagement
“What customers expect from us” “What we actually have”
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© 2011 Portrait Software - A Pitney Bowes Business Insight Company

6. INSIGHT ACTION
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7. Optimizing Customer Interactions
Mobile Web
Kiosk /
Email INTERACTIVE
PROACTIVE ATM
Mail IVR
Contact
Center
“Outbound” “Inbound”
Channels Channels
INSIGHT ACTION
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8. The Portrait Suite
Fulfill.
Recommend.
Orchestrate.
Optimize.
Predict.
Understand.
Explore.
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9. What’s it Worth?
Financial Services Telecommunications
Products held per 36% increase in churn reduction
customer up by 50%
Customer retention up >20% 20% reduction in churn
Immediate increase in customer retention
Incremental revenue up 327% Reduced marketing costs >DK100,000 PA
Reduced marketing costs by >10% Churn decreased by 37.5%
ROI from a single campaign Emerging Markets
Increased revenue by $1.2M per month
Insurance
Customer retention up 300% Incremental revenue of £48M
“Immediate increase in renewals” Profitability rose 10%
Uplift doubles customer retention Revenue per customer 314% higher
INSIGHT ACTION
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10. Home
Information Quality Data Quality Tools Data Integration Tools
INSIGHT
DATA
Predictive Analytics & Data
ACTION
Mining Customer Data Mining
5 Magic
Gartner
The ONLY
Quadrants
INSIGHT
vendor on all
DQ
DI
Cross-channel Comms Mgmt Multi-channel Comms Mgmt
MCCM
CCCM
CDM
STRATEGY
Document Output Customer Service Contact Ctrs
The ONLY
vendor on
all 4 Waves
PBBI – Customer Communications Management
IQ
CCCM
DOCCM
PA/DM
COMMUNICATION

11. Forrester’s View of Inbound & Outbound CM
Dialogue
Customer Analytics
Foundation
Interaction
Analytic
Fulfillment
Insight
Interaction Optimizer
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12. PORTRAIT PREDICTIVE ANALYTICS
& DATA MINING SOLUTIONS
Understand, Visualize and Predict Customer Behavior
Solutions Overview
The Customer Analytics Maturity Model
What Makes Us Unique
Extending your SAS Environment with Portrait
Gartner’s Recommendations for Best Practice
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13. The Portrait Customer Analytics Difference
Agility Efficiency Effectiveness
Ease of Use Automation Predictive
Power
Speed of Quantity of Impact
Insight Insight of
Insight
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14. Extending your SAS Environment with Portrait
Volume Speed Impact Budget
Increase Accelerate Boost Reduce SAS
Bandwidth Projects Sophistication Costs
• Free up expert • Rich data • Produce more • Reduce expensive
analysts visualization advanced models ongoing SAS
• Empower wider set • Automated in daily basis Enterprise Miner
of stakeholders modeling • Uplift costs
• High volume • Seamless scoring
modeling engines & upload
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15. 2011 Recommendations for Achieving
Customer Analytics Best Practice
Gartner Recommendations
What to do NOW What to do What to do within
Next Month the Next Year
• “Identify • “Ensure you have • “Evaluate the
opportunities for a clear process for potential of market
data mining or at data mining and basket analysis,
least data that the definition location analysis,
visualization or the business real time decisions
across the problem is always and uplift analysis”
organization” clear before
starting a project”
ALL from one
PBBI Capabilities
Achieve both Collaborative customer
capabilities within a analytics: vendor:
single solution:
 More quickly “understand  Market basket
 Data mining the right question to ask” analysis
 Data visualization
 Rapid refinement before  Location analysis
modeling
 Real time decisions
 Uplift analysis
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16. 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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17. Forrester’s View of Inbound & Outbound CM
Customer Analytics
Interaction
Analytic
Fulfillment
Insight
Interaction Optimizer
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page 17

18. What is Predictive Customer Analytics?
Contact
Optimization
Value of Insight
Uplift
Modeling
Data Mining &
Predictive
OLAP, Modeling
Ad hoc Query,
Drill down/thru
KPIs,
Static Reports,
Dashboards
“What” “Why” What Will Happen How Can We Change How Can we Optimize
Happened? Did it Happen? Next? What Happens Next? our Strategy (ROI)?
Analytics Maturity
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19. Customer Analytics Maturity Model
• Commence at any stage Real-time Decisioning
• Benefit from a clear • Inbound contextual RTD
ACTION
roadmap to success • Adaptive learning
Real-time Scoring
• Eliminate customer lists, mass-scoring
• Up to the second outbound selection accuracy
Optimize Contacts
• Analytically match customers with right offer, at right time,
via right channel, balanced against business constraints
Predict Uplift
• Predict persuadability; eliminate sure things, lost causes, sleeping dogs
INSIGHT
• Reduce spend 40% while improving outcome 30-300%
Understand & Predict Behavior
• Predict and define ideal target customer segments
• 3D visual customer data mining & automated modeling
Explore Customers
• Uncover areas of interest and opportunities to act
• Ad hoc, thin-client customer data exploration for the business user
(Underpinned by customer data access, generic BI & reporting tools)
INSIGHT ACTION
Home

20. Achieving a Customer Portrait
More than a 360
degree view is
required.
INSIGHT ACTION
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21. PORTRAIT PREDICTIVE ANALYTICS
& DATA MINING SOLUTIONS
Understand, Visualize and Predict Customer Behavior
Portrait Customer Analytic Solutions
The Customer Analytics Maturity Model
What Makes Us Unique
Extending your SAS Environment with Portrait
Gartner’s Recommendations for Best Practice
INSIGHT ACTION
Home

22. The Portrait Suite
Fulfill.
Recommend.
Orchestrate.
Optimize.
Predict.
Understand.
Explore.
INSIGHT ACTION
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23. Portrait Self-service Analytics
Explore customer data to uncover new opportunity.
Portrait Self-service Analytics is an easy-to-use,
INSIGHT browser-based customer data exploration solution
- EXPLORE
which empowers business users to uncover new areas
of opportunity within their customer data.
Benefits
• Increase the availability of customer insight
• Improve across the enterprise via thin client interface
customer
marketing • Increase the speed of decision-making via
understanding
effectiveness train-of-thought analysis Increase
Accessibility,
• Places control into the hands of the Achieve a Single
• Increase the business user -- without requiring IT
• Boost Version of the Truth
speed of assistance
departmental LOBs
decision-  Secure, thin-client interface
efficiency
making  Easy-to-use English language query -- no Marketing Analysts
scripting required Portrait
• Improve the
Free-up • Free up power analysts and IT resources for
customer
advanced higher complexity projects Insight
IT
Team
experience
resources
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24. Portrait Self-Service Analytics
Role-based Analytics Portal Ad-hoc Customer Query Flexible Report Output
Excel Integration List Export Plugins Customized Dashboards
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25. Portrait Miner
Understand, visualize and predict customer behavior.
Portrait Customer Analytics is a powerful, easy-to-use,
INSIGHT predictive analytics solution which extends existing
- UNDERSTAND
marketing and analytic environments by adding powerful
3D data visualization & rapid modeling automation.
Benefits
Benefits
• Improve targeting and campaign segmentation
• Achieve a
• Improve with “point and click” visualization and automated
better
marketing modeling
understanding  Gain rapid insight and boost predictive model accuracy Understand
effectiveness
of customers  Uncover important data relationships Customers,
 Predict customer churn, cross sell, up-sell, loyalty, CLV Automate Modeling
• Improve
Boost • Achieve a 360° customer view Churn
campaign
departmental  Improve customer insight by combining disparate data
segmentation
efficiency
sets into single view
Risk
Lifetime
• Increase modeling throughput Value
• Increase – more models, in less time
• Improvefor
capacity the  Increase the speed of decision-making with 3D views Loyalty
Cross-
sell
customer
customer  Deliver propensity scores at the push of a button
 Improve collaboration between business & analytic team
experience
insight  Leverage less advanced analytic resources
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26. Portrait Miner
Interactive Data Ad-hoc “Fast Counts” Multidimensional
Exploration Visualization
Rich Customer Data Integration Insightful Data-Mining Model Mass-production
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27. Interactive, Automated Decision Tree Modeling
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28. Understanding Customer Path and Sequence
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29. Understanding the Drivers behind Customer Behavior
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30. Highlights: Automated Modeling
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.
Benefits
 Closed-loop automated modeling to refresh thousands of
LogicLab Match Analytics lets advertisers match
media propensity models on a regular basis
customer data to media properties, identifying the most
effective media to reach desired new and existing  Score target customer lists on demand with all media
customer segments. Media buyers can optimize media models to deliver overall or segment-based media
mix, reduce costs, and accelerate media evaluation, preference profiles
with quantitative ROI metrics.
 Builds ~3000 models (data typically 15K rows x 1000
Portrait’s automated modeling methodologies allow columns) and scores 180,000,000 cases (all targets x all
LogicLab to model thousands of media properties models) nightly
against hundreds of demographic attributes and score
individual target customers against every potential  Results for targeted media show above-average
media property. 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.”
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© 2011 Portrait Software - A Pitney Bowes Business Insight Company
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31. “With Portrait, projects that
used to take my team 2
weeks can now be done in
just 2 minutes.”
- AAA South
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