2. • Teradata + Aprimo = Customer Company
• View from Analyst Perspective
• Customer Base and Verticals
• Ecosystem
• Next Steps
AGENDA
3. 3 5/7/2013 Teradata Confidential
Social Customer Profile
Employee Social
Networks
Customer & Product
Social Networks
Teradata Applications + Salesforce = The
complete Customer Company
Listen &
Engage
Consumer
Mobile
Apps
Collaborate
Customer
Service
Social
Shoppping
Store
Operations
Marketing &
Loyalty
Supply
Chain/
Financials
Suppliers
Franchisees
Social
Clienteling Teradata or other
Database
Unified Data Architecture and
Marketing Applications
7. Salesforce’s vision is shaping the market
7
Social CRM
January 2012
Salesforce Automation
July 2012
Customer Service
Contact Centers
April 2012
8. Teradata’s vision is shaping the market
8
Marketing Resource
Management
January 2012
CRM Multichannel
Campaign Management
May 2011
Integrated Marketing
Management
October 2011
9. Yes – Teradata has over 1,000 of the World’s
Largest Companies as customers
BUT ARE WE SELLING TO THE
SAME MARKETS
5/7/201 9
10. Healthcare Insurance Life Sciences
Manufacturing Media/Entertainment Retail
Services Technology Telecom
Teradata®
- Blue Chip Customers
Education Financial ServicesConsumer Goods
11. Joint Salesforce and Teradata Applications
Customers at the Enterprise Level
> 7,000
subscribers
> 40,000
subscribers
> 15,000
subscribers
> 5,000
subscribers
12. SO WHAT DOES THE ECOSYSTEM
LOOK LIKE?
Check out how the products compliment each other
Also pre-existing integrations!!!
5/7/2013 12
13. +
EDW
MDM
Source for Enterprise
Analytics
Direct Sales
TeleSales
Targeted Offers
Customer Service
Self-Service
Direct Mail
Email
Social Listening
Social Marketing
Big Data Analytics
n-path Analysis
Marketing Attribution
Single Operational
Customer View
Sales
Etc.
Single Operational
Customer View
Customer Service
Workflow
Etc.
Marketing Planning
Traditional Campaign
Management
Real-Time Offers
Social Campaign
Management
Social Listening
14. Customers
• Receive the right message at the right
time for the most optimal results.
To help you to drive “real-time” to all your
channels
Business Users
• Easily control flow and logic
• Offers from all parties in the mix
• Identify influencing factors
Marketing
• Achieves increased ROI
• Builds advocacy / brand loyalty
• Streamline messaging
Team Leaders
• Centralised Control of Logic
• Match Skills to Situation
Determine influence,
Build advocacy.Millions of adults have
2+ internet devices
Mobile,
Apps
Web, Social
and Email
Call
Center
Sales
Meeting
Real-time
interactions
Match Offers, customers with
appropriately skilled teams
Real-time
interactions
Increase lift,
reduce churn
Drive Offer
Acceptance
Deliver Dynamic
Content
Branch
IP TV
Reduce Costs
Of Training
14
15. A process for building customer-centric
multi-channel relationships
15
16. A Back-End and Front-End Customer
Architecture
Workflow
& Rules
Plan &
Spend
Assets &
Offers
Source Data
Product/
SKU
Sales/
POS/
Franchise
Inventory
Supplier
Promotional/
Loyalty Data
Strategic Insight, Marketing & Execution Processes Seamless Customer
Engagement
Call
Center
ATM/ Kiosk
Email
Mobile
Channels Customers
Sales
Customers
Partners
Social
Media
WebDigital
Marketing Leads
Campaign
Automation
Integrated
Data
Warehouse
Mining
Modeling
Reporting
Trending
Profiling
Segmenting
Big Data
Discovery
Platform
Pre-engineered
Customer-centric
Data Management
Assets
Big Data
Multi-Channel Campaign
Management
Marketing Operations
Marketing Analytics
Marketing Execution
Fatigue
Optimization
Personalized
16
17. CHECK OUT THE PRE-EXISTING
INEGRATIONS
Teradata AMS – Salesforce Sales Cloud
Teradata RTIM – Salesforce Service Cloud
5/7/2013 17
18. Use case at HP
• As user surfs website
• Aprimo Service to Sales
records what they own
and what could be good
cross-sell upsell
opportunities.
5/7/2013 18
• Aprimo Service to
Sales users
predictive analytics to
determine best
product cross sales
• Sent to Salesforce
through Custom
Object.
19. 19 5/7/2013 Teradata Confidential
Getting Social Data/Insight through
Integrated Web Intelligence Data Layer
19
20. Aprimo Service to Sales is an ISVForce Product
which integrates with existing touchpoints
20
Business Users
(Browser)
Aprimo Service
to Sales
Customer Touchpoints
Utilizes existing touchpoint
applications to display messages.
21. Aprimo Service to Sales offers Salesforce
Integration
Alerts and Offers Relevant to SFDC Objects
21Confidential
22. 22 5/7/2013 Teradata Confidential
View from Sales
Sort the “hot leads” from the not so hot leads
Learn everything they can about the leads they
pursue
Out sell the competition
Close business
23. 23 5/7/2013 Teradata Confidential
Hot Leads List for
leads that meet
criteria set by sales
and marketing
24. 24 5/7/2013 Teradata Confidential
New section on
contact/lead record
provides real-time
access to
marketing data.
25. 25 5/7/2013 Teradata Confidential
Digital Profile
provides visibility
into Contact
History to provide
insight into their
engagement level.
Page can be
configured to show
Details of Digital Profile
26. What’s in it for Systems Integrators
• Teradata needs the integration talent pool who understands both
product sets:
• Aprimo
• AMS
• Real Time Interaction Manager
• Salesforce
• Service Cloud
• Sales Cloud
• Marketing Cloud
• Helps bridge Saleforce (Service Cloud and Sales Cloud) with
offline data from repositories like Oracle or Teradata Product
Information Systems.
5/7/2013 26
27. Next Steps
• Demo of Aprimo Service to Sales
• Meet with Director of ISV Alliances – Dave Motheral
• See how we might work together on Salesforce Partnership
5/7/2013 27
Teradata Master PowerPoint template instructions:When importing slides from other presentations, formatting issues such as font, text size or color discrepancies can occur. Most of these problems can be fixed by updating the layout of the slide. Click on the home tab> then select the layout dropdown menu> choose the updated title, text or content slide. If there are graphic elements from previous presentations that are not selectable or erasable it’s likely that they are elements from a previous template. To fix this, click view> Slide Master. You should see template slides appear the left side of the screen. In the slide master view, the undesired elements should be unlocked and editable. Once you have the desired result, return to the presentation by clicking slide master> close master view.
Think of Salesforce as the front end or abstraction layer for all customer interactions.
B2B – Pharmacy Benefits ManagementMessaging goes to employers as well as consumers
B2B – Pharmacy Benefits ManagementMessaging goes to employers as well as consumers
THIS IS NEVER A LEAVE BEHIND!APRIMO MARKETING STUDIO,APRIMO MARKETING STUDIO ON DEMAND CUSTOMERS, and TERADATA Customers (sampling)MARQUIS CUSTOMERS:Over 36% of Fortune 100 companies trust Aprimo to optimize their internal and external marketing efforts (need to qualify with addition of Teradata). Nestle – MS EDMC – MS Barclays Card – MS Ericsson – MS ABC - MSCoca-Cola – AMSOD Laureate – MS Fidelity – MS Gulfstream – MS MGM Mirage - MSP&G – Teradata Devry – AMSOD HSBC – Teradata Cummins – MS Bloomberg - MSDel Monte – AMSOD INSEAD – AMSOD Wells Fargo – MS Honda – MS WB - MSLacoste – AMSOD Sylvan – MS Visa – MS New Pig – AMSOD Joyce Meyer - AMSODKodak – MS and AMSOD Bank of America – MS Merrill Lynch – MSAllscripts – MS AXA – MS Abbott – MS Wal-Mart – MS LexisNexis - AMSODFairview Hospital – AMSOD United Healthcare – MS Genentech – MS Lowe’s– MS Amer. Airlines- TeradataKaiser Permanente – MS WellPoint – MS Lilly – MS Toys R Us– Teradata Xerox - MSGE Healthcare – AMSOD Prudential – MS AstraZeneca– MS Office Depot – MS PWC - AMSOD Nationwide – MS Novartis – MS Sears – MS WebMD – AMSOD Deloitte – AMSODAdobe – MS Bouygues Telecom - MSSymantec- MS AT&T - MSIntel – MS Sprint - MSEMC – AMSOD Qwest – MSYahoo! – AMSOD Movistar - TeradataDell – MS Verizon – TeradataVodaphone - Teradata
Some of the largest and most important companies in the world have standardized on SalesforceIt’s because they can trust cloud computing. It’s more secure, more reliable, and better performing than on-premise software
Aprimo Service to Sales has the ability to help you institutionalize “real-time” across all your customer touchpoints. You certainly don’t want one channel to be “smarter” than the others.So:(focus on whatever of the below makes the most sense for your situation)Call Centre managers can centralize logic governing offer extension.+ Places offer extension decision in the hands of skilled, consistent resources+ Less emphasis on training reps+ Reduced concern about personnel turnover+ Ensure that customers are dynamically routed to the appropriate agent for their transaction, line of business+ Instantly know the factors that are statistically significant in offer acceptance+ Report against factors that influence call duration – ie: what kind of customer takes the longest to deal with?--- TRANSFORM call centers into tools for achieving lift!IVR Managers:+ Deliver dynamically calculated, contextually relevant contentWeb / Portal / Channel Managers+ Dynamically shift offer extension strategy based on path of customer, stage of transaction, other inferred data+ Immediately pivot tactics, content rendered adapting to user behaviorCustomers:+ Receive only the most relevant information based on a clear understanding of their unique situation+ Not subjected to SPAM
In the grand scheme of things, you need an institutional process for building sustainable, customer-centric, multi-channel relationships. Aprimo Service to Sales plays a critical role in that big picture.
Teradata understands this big picture. We’ve constructed our solutions around the premise that you need an integrated view of customer insight to be effective. This requires a conceptual architecture that encompasses all the sources of customer data and all the points/channels of customer interaction. In between the data and the customer any number of organizational processes are at play. We understand that and have specialized products for the specialized needs of those operational disciplines. In the Multi-Channel Campaign Management and Marketing Analytics fields are where Aprimo Service to Sales plays a part.
Labels - clarify how the information is received:First we need to distinguish what information is fed through an adapter, and what information goes directly into the data warehouse. Straight into the data warehouse (orange cylinder) - Email, direct mail, call center, catalog (perhaps make the words on the actual discs, instead of having the gold/silver discs randomly placed). These discs link straight to the data warehouse.Blogs, websites, banner ads, search, social media - feed into the adapters, which then feed into the IWI orange cylinderAnimation - clarify the process:We need to clarify what happens in the process. Here is an example: website data flows through an adapter, which then feeds into the data warehouse (orange cylinder). After which, marketing (which should be on top of the data warehouse, not below as it is now) then lights up because for the first time this website information is measured and combined with the other marketing info. So the final step is that then the information is used to effect something offline (like call center). So the animation would be that “website” lights up, sends info through an adapter and into the orange cylinder data warehouse. This lights up the marketing disc on the top and the “call center” lights up (because the call center in some way use marketing info directly from the website).Does that make sense? So could we do a few scenerios like this?another could be blogs lights up - goes into the adapter-into that data warehouse - marketing lights up - and then catalog lights up
As you can see, Aprimo Service to Sales sits between the touchpoint application and the offer repository. The touchpoint application “calls” Aprimo Service to Sales to make a decision and Aprimo Service to Sales returns an offer ID. At the moment of customer interaction, Aprimo Service to Sales uses customer attributes and data in a self-learning model to determine the best offer/message to render back through the interaction channel.
Teradata already has begun to integrate the standalone Aprimo Service to Sales capability into other products. One excellent example is “Teradata Sales to Service”…which is an application package, sold directly by Salesforce.com associates. This Salesforce “package” makes real-time offer/message decisions for Call Center agents.
This allows inbound leads (“decisioned” by Aprimo Service to Sales) to be injected either upstream or downstream into communication/dialog flows (as designed in Relationship Manager)…all using the same Relationship Manager segmentation and communication whiteboard.