How Do Your Customers ‘Experience’ Your Business?

1. How Do Your Customers ‘Experience’ Your Business? Intelligence-basedmarketing The company knows who you are, what you prefer, and communicates with relevant, timely messages, using the power of analytical intelligence to detect patterns, decode strands of information and create meaningful offers and value ‘Schizophrenic’ marketing The company has delusions about who you are, forgets what you prefer, and tries to reach you with off-target communications that alienate you – based on fragmented data & inadequate faculties, resulting in confusing, chaotic ‘multiple personalities’

2. Who are your most valuable customers and what are their attributes? What products do my customers purchase and what do they crossover purchase? What will my customers want next? What product promotions increased sales, transaction size, frequency and crossover? Do you know what constitutes a good customer? Are you using customer lifestyle/lifestage data to find prospects? Can you match customers to the right products and services? Can you use the above knowledge with your current prospect lists to target your marketing efforts? Customer Relationships & CRM - More Complex Than Ever Before Today’s marketers have a lot to manage! acquire rewardloyalty Who are my most loyal customers and what promotions are most effective? Do you treat your loyal customers differently than your others? When a customer touches your business, do you have the capability to engage them with targeted messages? How do you determine the level of personalization you give? grow the relationship retain customers Which of your profitable customers are at risk of leaving? What are the buying habits of my best customers? Are you matching products and services to the right channels? Can you detect behavioral events and provide timely and relevant customer communications?

3. Manage the Total Communications Environment with Analytical CRM E-Mail/Fax Direct Mail Store /Branch Analytical CRM ATM/Kiosk Call Center Agent

4. Lead With Analytical CRM For Mission-Critical Intelligence Action Insight Intelligence Inter- Action All Channels All Touchpoints Capture Data Sales/ Internet E - Mail/ Direct Agent/Call Store / ATM Kiosk Extranet Fax Mail Center Branch Relevant Offers Analytics and Modeling Communication Planning Personalize Communication Customer Optimization Communication Delivery Timely Messages Timely Messages Operational CRM Systems Data Warehouse Disk array

5. How Analytical CRM Functions • Analysis • Analyze customer profiles & behavior • Target customers • Evaluate response • Event Analysis • Modeling • Build and analyze predictive models • Score customers • Personalization • Generate personalized offers by customer • Build personalization Rules • Optimization • Prioritize and limit communications by channel • Regulate frequencyand quantity of contacts by channel • Optimize customer communicationsthrough contact modeling • Interaction • Deploy outbound or manage pending inbound/event-driven communications • Manage workflow of interactions • Personalization Merge • Real-time personalization • Communication • Plan continuous communication dialogues • Define batch and real-time event rules and trigger Industry LDM Data Warehouse ALL CUSTOMER INTERACTION DATA

6. Your CRM Process Must Balance Quality of Customer Experiences Achieve Positive Business Results