multi-channel

With Data Mining you can even scare Walmart…

January 16, 2009

BusinessWeek had an interesting article in December about the growth of Tesco, a British grocery chain, and on its use of data mining as a competitive weapon. Here’s a quote:
Analysts say that Tesco’s big advantage over major international rivals, which also include Germany’s Aldi and Lidl, is its unrivaled ability to manage vast reams of [...]

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Transforming retail with analytics and decision management

January 12, 2009

Tom Davenport has done some research into analytics and retail (reported here: Retailers recognise analytics as key to business transformation. Here’s a quote from the new item:
Retailers today are searching for ways to derive more customer intelligence, marketing savvy and operational insight from their overflowing databases. In addition to acknowledging that the use of analytics [...]

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Decision Management and Campaign Management In 2020

January 5, 2009

Great post by Elana Anderson – What Will Campaign Management Be Like In 2020? « NxtERA Marketing Blog. I have long believed that improved campaign management, like improved customer experience and improved marketing, requires a greater focus on customer treatment decisions. I have blogged before about the role of decision management in campaign management (in [...]

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First Look – Sonetto Retail

December 29, 2008

I got a briefing on IVIS Group’s Sonetto product this week. Sonetto is most famous as the platform for Tesco’s multi-channel strategy. Sonetto is a product designed to focus on multi-channel operations, especially (but not exclusively) multi-channel retail. They make the very valid point that multi-channel retail is complex. Not only do retailers have multiple [...]

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First Look – Savvion 7.5

November 11, 2008

I got a quick overview of Savvion 7.5 this week. Savvion is one of the pure-play BPM vendors with customers in Telecommunications, Media, Financial Services and Manufacturing (along with some retail and healthcare). They released version 7.5 at the end of September.
Savvion has recently been investing in domain-specific vertical solutions built on their horizontal [...]

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Not just web personalization, extreme personalization

October 24, 2008

Tim Walters of Forrester had an interesting post this week – Is Web Personalization Now A Matter Of “Thurvival”? in which he emphasized that, even in a downturn, getting better at web personalization has a payoff. Now I think personalization is a good thing and the evidence that it results in more engagement, better results [...]

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Marketing and Customer Segmentation with Xeno

September 22, 2008

Delivering the best value proposition using segmentation is a multi-step journey with 6 main steps and some critical differences from other analytic approaches:

Define Segmentation Objectives
The first step – deciding why to build a segmentation scheme – is important but often overlooked. Reasons may include declining financial performance, changes in strategy or market trends – the [...]

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Making decisions about loyalty programs

September 16, 2008

1:1 had a nice piece on the growing role of loyalty programs in retail. This noted the “Growing sophistication in loyalty programs” among retailers and, in particular, the use of loyalty program data not just to calculate lifetime customer value but also to build competitive advantage. This second aspect is the one I always find [...]

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Multi-Channel Marketing (Lessons from the CMO Summit #2)

September 8, 2008

My second set of thoughts were prompted by notes on a presentation by the CMO of Walmart.com, Cathy Halligan. She began by noting that they no longer see a digital divide   – there is a big percentage overlap between their online and offline shoppers.In addition, online activities are increasingly influencing offline purchase patterns [...]

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Here’s a really cool way to use your ATMs!

July 2, 2008

Reading 1:1 today I saw a great story about Gulf Bank called Overcoming Customer Interaction Roadblocks. This bank has a problem because it’s customers can’t get mail. How does it address this? By using it’s ATMs as a delivery device for messages! Putting relevant, timely, personalized information on the ATM when you use it. No [...]

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Live from InterACT – Changing the game

April 30, 2008

A collections session next with folks from Adeptra, Fair Isaac and GE Money talking about GE’s vision for virtual collections. The collections environment is extremely bad this year with massive growth in the need for collection agents. Delinquencies are up, problems are up, consumers are stressed. Scores are worsening (credit profiles are worse), payments are [...]

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Live from IMPACT – Multi-channel retailing on SOA

April 7, 2008

Erik Klein from the WebSphere Commerce group at IBM and Scott Young from a consultant. Erik started by discussing the inhibitors to moving to multi-channel and customer-centric. These include:

Siloed business units
Applications that don’t integrate or support multi-channel operations
Redundant data in multiple systems, no single version of the truth

The different domains – web, store and enterprise [...]

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