an end to end personalisation framework for multi channels

Copyright © 2001 , SAS Institute Inc. All rights reserved.

An end to end personalisationframework for multi channelsTurlough FitzPatrick

e-Intelligence Centre

SAS Institute, United Kingdom and Ireland


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An end to end personalisationframework for multi channelsn Agenda

n What is personalisation about and why should I do it?

n Personalisation Framework for customer andorgnaisation

n Case Studies

n Conclusion

n References


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What exactly is personalisation?

Personalization is the combined use oftechnology and customer information totailor electronic commerce interactionsbetween a business and each individual

customer- www.personalization.org


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The challengesn Multi-channel integration

n Avoid channel conflict/cannibalisation

n Manage channel profitability

n Data Privacy Concernsn Data Security and Data Ownership

n Measurable Return On Investment


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What are the business benefits?n Brand consistency and awareness

n Quicker sales cycles on new customers

n More satisfied customers – reduced call centre costs

n Increased customer interactionsn Quicker sales

n More referrals

n Increased retention

n Increased customer Lifetime Valuen Maximise advertising spend


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Personalisation Architecturecustomer centricn Customer checks out websiten Customer walks by a store and stops inn Customer see’s infomercial on digital TV..At some stage customer MAY buy


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Overall personalisation architecture


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Solutionsn Online Operational CRM

n Siebel, Kana, Clarify

n Campaign Managementn SAS Campaign Management, Valex, Prime Vantage

n Content Managementn ATG Dynamo, Broadvision, Bladerunner

n Enterprise Resource Planningn SAP, Peoplesoft, Bann


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SAS Personalisation Architecturen Data Warehousing

n Data Access

n Business reportingn Web delivery

n Data Miningn Advanced Segmentation

e-Intelligence


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SAS Technologies• Warehousing

• Leading fully web-enabled end-to-end data warehousing solution• Leading data warehouse administration and metadata mgnt• Leading Extraction / Transformation/ Loading Technology• Scalable Multi Engine Storage Architecture• Leading OLAP and Business Intelligence exploitation techniques• Open: DCOM, CORBA, XML, LDAP

• Advanced Analytics• Including leading Data Mining

• Advanced Web-Technologies, including• Java and Information Delivery Beans support• Portal Support• Wap Exploitation


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Case Studiesn Dot com’s

n Amazon.com

n Silicon.com

n Clicks and mortarn DB24


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Amazon.com"The [result of personalisation with SAS] is thatAmazon is recognised by everyone as a place todo things, not some place to waste time," saysOverdeck. Amazon has also seen a return on

investment (ROI) "well in excess of 100%", says John Overdeck, Amazon.com’s vice

president of customer relationship management


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“e-intelligence will transform theway Amazon.com does business.

SAS is our e-Intelligencevendor of choice“

John OverdeckVice President - CRM, Amazon.com


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Silicon.comnSector: Real-time news and recruitment servicenBusiness issue: Identification and measurement of userbasenSolution: E2E data warehousingnResults:

n "SAS is silicon.com's choice for e-intelligence,"nsays Rob Lewis, chief executive and founder of

silicon.com.n"We were particularly impressed in terms of the flexibility,

integration and scalability that the solution offers. SAS providescutting-edge technology that will help us continue to

demonstrate a profitable business model within the B2Bbroadband publishing arena."


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Silicon.com reporting environment


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DB24


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n formed through the integration of Deutsche Bank Group’sbranch-based business with retail and small businesscustomers and the direct bank, Bank 24

n Customers can choose from over ten access channels, fromWeb, to WAP phone, to email, and including the bank’s threecall-centres, 1,300 branches and a recently established portalon Yahoo

n ”Since each channel adds to the bank’s costs, the challengeis to effectively manage each customer on the channelthrough which they will be most profitable,” - Director ofMarketing Services, Martin Nitsche


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UBS"Profitline views the technology surrounding it as a sort of

tool which we have to put to the best use. SAS softwareis like a car to us which has to be used intelligently - we

accelerate, change gear, brake where and when it isexpedient. Up to now, this way of driving has brought us

safely and efficiently through all legs of the race.“ -Oppenheim,


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Conclusionn Personalisation is not easyn Personalisation does add real business valuen Your customers will thank you for it

n SAS solutions are in the field providing thiscapability NOW!


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Questions


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Referencesn http://cgi.zdnet.com/slink?70830:6375160n http://www.personalization.orgn http://www.sas.com


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an end to end personalisation framework for multi channels

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