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multi-channel

First Look – Clario Core

Clario Analytics has been marketing cloud-based analytic solutions since 2008. The company has been going to market with a general purpose analytic platform – Clario Platform, offering predictive analytic model development in the cloud – across multiple verticals. In addition, they leveraged their deep experience in marketing optimization and developed Clario Stream, a marketing optimization [...]

Working with clients it is clear that the interest in analytics has never been greater than it is today. Yet there is still confusion about what analytics means. We have web analytics to analyze logs and clickstream data to optimize websites; data mining and predictive analytics to analyze structured data to segment customers and to [...]

IBM has recently announced a new strategy for bringing Big Data to the enterprise. In particular this includes InfoSphere Streams v2 (announced April 12) and InfoSphere BigInsights 1.1 announced today. Big Data is an issue, of course, largely because the amount of data available to organizations is growing rapidly. Surveys show that many managers already [...]

Some weeks back I wrote a series of posts on the role of Decision Management in Insurance. One post was called multi-channel distribution and customer communication and outlined how Decision Services that automate customer decisions improve customer treatment in a multi-channel world by improving their accuracy, timeliness and consistency. The diagram at left shows how [...]

Warning, long post follows – SAS has a lot of products and even this summary was a lot. A big session on the product portfolio – 2010 and 2011 highlights in some specific focus areas. New releases in 2010 included: Customer Link Analytics – released in Q1 this product focused on using links between customers [...]

Insurers face an explosion of direct sales channels: websites, mobile and call centers, with the rapidly evolving world of social media opening up even more opportunities. Driving consistent customer treatments and profitable direct sales across dynamic distribution channels, while effectively managing risk, is a huge challenge. As Deb pointed out, linking all customer communication together [...]

First Look – Attensity 5.5

I got a chance to catch up with Attensity after a long absence recently (I last blogged about Attensity in 2008). Attensity has been doing text analytics and customer experience monitoring for 10 years or more. Their approach includesfour steps –  Listen, Analyze, Relate, Act (from a decision management perspective it is nice to see [...]

Organizations have multiple channels for interacting with their customers. Each channel has its own platform for valid technical reasons. And each line of business has its own systems while customer data is spread across multiple databases. To deliver customer centricity, organizations need to connect these elements effectively. At the heart of effective customer interactions are [...]

Clario – Update

I first blogged about Clario about a year ago, when they were focused on delivering a data mining/predictive analytic workbench on the web. Developing a new workbench, even with a compelling differentiator like being cloud-based, is difficult. The maturity of the competitive, hosted products and the tendency of analytic developers to be very entrenched with [...]

National Australia Bank group (a 15 year Teradata customer) presented on their use of Teradata for multi-channel marketing. NAB has 10.9M customers worldwide and about 38,000 staff. Brock Lynch, from the marketing group within the retail bank, gave an overview of their analytical CRM approach. NAB sees its analytical CRM assets as: Complete customer data [...]

Marc Schroeder presented on Teradata’s customer management portfolio – Teradata Relationship Manager (TRM).  Clearly the move to multi-channel, customer-centric customer relati0nships and the growth in data and behavioral data particularly are driving new demands in customer relationship software. Vision: Maximize customer profitability by enabling a comprehensive interactive marketing environment that manages intelligent customer dialogs, leverages [...]

First Look – Convergys

While I was attending the Business Rules Forum a few weeks back I got my first chance to learn about Convergys. A major sponsor of the event, Convergys is focused on improving the customer experience and customer relationships using decisioning technologies. Building on a history in customer care and billing, Convergys is now a nearly [...]

A short article I wrote on Analytics in a Multichannel World has been published on destinationCRM.com. Enjoy.

First Look – Unica

A little while ago I got an update from Unica. While Unica may seem like a slightly tangential topic for me it actually is not. Not only do I think that many efforts to adopt decision management start with customer marketing decisions (Unica’s focus as part of Enterprise Marketing Management) but Unica has done a [...]

One of the questions I get often is around how decisions and business rules relate. People want to know so they can design their system and so they can manage change. I recently got a request for a link to a post describing the difference and I realize that, though I have lots of posts [...]

Syndicated from Smart Data Collective Arthur Hughes (author of Strategic Database Marketing) and Anna Lu of e-Dialog.com presented on predictive modeling for e-mail marketing. Arthur has been developing databases for database marketing for 30 years or so. Initially he focused on databases but found that people could not use them to make money and that [...]

Elana Anderson, now at Unica, wrote a nice piece titled Where CRM Goes Next for Baseline Magazine. In a short piece she highlights some of the key challenges for CRM/Marketing going foward: It must become more focused on interactive marketing, engaging with customers It must break free from old habits like fixed campaign schedules and [...]

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 [...]

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 [...]

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 [...]