SAS® Customer Intelligence Master the customer journey to achieve a winning edge.

Targeted Integrated Marketing

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Table of contents

A Message From SAS CMO Jim Davis . . . . . . . . . . . . . . . . . . . . . . . . . 4-5

SAS® Customer Intelligence Leads You to the Right Insights. . . . . . . 6 – 7

We’re Committed to Your Customer Journey. . . . . . . . . . . . . . . . . . . . 8 – 9

Relevance Brings the Customer’s Journey to You . . . . . . . . . . . . . . . . . 10

Get Started with SAS®: 3 Steps to Higher Profi tability . . . . . . . . . . . . . . 11

Optimize the Customer Journey With SAS® Customer Intelligence . . . 12 – 13

How Marketers Turn Big Data Into Big Results With SAS . . . . . . . . . . . 14

SAS and Hadoop. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Analyst Viewpoints and Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 – 17

Why SAS Customers Get It Right . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 – 19

Get In Sync With the Customer Journey . . . . . . . . . . . . . . . . . . . . . . 20 – 21

Learn More About SAS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 – 23

“We’re passionate about the customer journey.”

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Marketing is no longer about creating a flurry of activity – it’s about orchestrating customer interactions that deliver ROI. It’s not about reaching everyone – it’s about reaching the right ones. And it’s not about creating just one great customer experience – it’s about managing the complete customer journey to build loyal and profitable relationships for years to come.

Most of us readily acknowledge that customers are the center of our world. We want to understand them better, make them happier, and keep their business. So why do our strategies sometimes fail? As marketers, we need to look beyond a single customer experience, because while one touch point matters, what matters even more is a customer’s complete, cumulative, end-to-end journey.

Winning organizations are capitalizing on opportunities that come from every interaction a customer has with their business over the duration of the relationship. They’re using analytics to support key junctures through-out the journey, to ensure the customer receives a consistent, personalized and compelling experience no matter the interaction or channel.

Every journey begins with the first step. I invite you to learn more about how analytics can support your marketing efforts to manage the customer journey and give you the results you want. As you flip through this booklet, take a minute to imagine how your business could change if you truly understand what makes your customers happy.

Jim Davis Senior Vice President and Chief Marketing Officer, SAS

SAS® Customer Intelligence leads you to the right insights.

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For 38 years, SAS has given organizations THE POWER TO KNOW®. SAS Customer Intelligence solutions are tailored to provide analytically driven confidence to all areas of your marketing organization. SAS can help you pinpoint the right information and lead you to the right in-sights – powerful knowledge to help get you in sync with your customers’ journey.

Learn more and explore all that SAS has to offer at sas.com/customerjourney

We’re committed to your customer journey.

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Innovation is at the heart of what we do. We start by listening to customers to understand their needs. Then we give our employees the freedom to explore new ideas and come up with innovative ways to address those needs.

Today, SAS is the world’s largest privately held software company, with more than 13,000 employees worldwide. Together, we provide software and services to more than 70,000 sites in 139 countries. And the guiding principles that launched this company in 1976 are still the foundation of our growth and success:

• Commitment to our customers.

• Appreciation of and dedication to employees.

• Adherence to the highest standards of quality and performance for our software.

• Continual innovation that creates lasting value.

Right this minute, SAS customers – including 91 of the top 100 compa-nies on the 2013 Fortune Global 500® list – are relying on SAS to seize opportunities for profitability and growth they could not otherwise find. What next-generation approaches will your organization use?

Relevance brings thecustomer’s journey to you.

No selling required.

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Get started with SAS®: 3 steps to higher profitabilityIn today’s competitive environment, it’s critical for organizations to be able to use their data to create a series of outstanding customer experi-ences. Why does this matter? The customer experience is arguably the last remaining bastion of true differentiation. Everything else can be quickly and easily duplicated.

Along your customer’s journey, one excellent experience after another fosters loyalty, and the benefits of loyal customers are well understood. It is more cost-effective to retain customers than to acquire them. Loyal customers are likely to purchase more products and services, cost less to serve, are less likely to switch to a competitor, and often refer your company to others.

SAS Customer Intelligence helps you to create a continuous loop of positive experiences with your customers, driving profitable growth in three essential ways:

Find the most profitable growth opportunities by collecting customer and market data and applying SAS Analytics to find opportunities others may miss.

Take the best marketing actions at the right time with SAS optimization – executing flawlessly, increasing relevance and maximizing return on marketing investment.

Maximize cross-business impact by putting customer data at the center of all decisions across the organization, ensuring consistent, positive experiences wherever you interact with the customer.

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Optimize the customer journey with SAS® Customer Intelligence.

Digital Experience: Manage complex customer relationships across all channels. Facilitate dy-namic customer interactions. Make better decisions faster.

Marketing Analytics: Plan and manage marketing programs. Streamline operations. Get more value from your digital assets. Link marketing performance to real revenue.

Multichannel Engagement: Attain a single view of the customer across all channels. Establish a multichannel marketing platform. Create consistent customer experiences across all channels.

Strategy & Operations: Simplify operations. Manage workfl ows. Track performance. Stay in lock step with every interaction along the customer journey.

SAS provides solutions in several key areas:

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Keys to your success – understand your customer’s journey at every touch point across multiple channels.Because the customer journey is no longer linear, and it happens on the customer’s terms, structured data (demographic, transactional, log, email and event data) is not enough to inform this understanding. Now we need to integrate unstructured data (social media, video, RFID, geolocation, im-age data and more) to get the whole picture, and to discover points within the journey that make the biggest difference.

This is where SAS helps you shine. You don’t need more data. Instead, you need the right data to find better answers to important questions. Then you can discover new patterns and generate new insights. SAS unites award-winning data management with powerful analytics and industry-leading marketing solutions to get you in sync with each customer’s unique journey – and deliver a bigger, better ROI.

How marketers turn big data into big results with SAS®.

Big data. This tiny phrase can elicit anxiety from those trying to decipher fact from chatter and cause us to question everything. Should your business be doing more? Are there opportunities in your data that you haven’t yet found? SAS Customer Intelligence delivers big results from your big data with analytics-based solutions that help you build a fact-based, decision-making culture.

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SAS® and Hadoop For optimal results from big data analysis, marketers are using SAS and Hadoop together to get better answers even faster. Hadoop is an open-source software framework that delivers low-cost, high-performance data storage and processing.

The SAS environment provides a visual, interactive Hadoop experience, making it easier to gain insights and discover trends. Powerful analytical algorithms help extract valuable information from the data, while in-mem-ory technology lets you process all of this data faster.

Why SAS® and Hadoop are important to marketers

• Enables distributed storage of data more effi ciently and cost-eff ectively – so you can focus your resources on producing better outcomes.

• Manages and processes huge amounts of unstructured data – so you can achieve a 360-degree view of each customer.

• Allows for distributed processing of data across all servers – so you can understand your data faster and respond to your customers quickly enough to make a diff erence.

ways smart marketers use big data • Faster, more sophisticated, eff ective segmentation. • Real-time, relevant, next-best customer off ers.• Instant deployment and management of marketing models. • Optimized marketing for broader business impact.• One-to-one real-time experiences to bolster brand connections.5

Analyst viewpointsAnalyst firms offer advice and research to companies that are evaluating technology purchases. SAS has been named a leader in several recent analyst reports.

Cross-Channel Campaign Management• The Forrester Wave™: Cross-Channel Campaign Management,

Q1 2012 Customer Analytics Solutions.

• The Forrester Wave™: Customer Analytics Solutions, Q4 2013. Multichannel Campaign Management• Gartner positions SAS in the Leaders quadrant of the Magic

Quadrant for Multichannel Campaign Management.

Marketing Resource Management• Gartner positions SAS in the Leaders quadrant of the Magic

Quadrant for Marketing Resource Management.

Integrated Marketing Management• Gartner positions SAS in the Leaders quadrant of the Magic

Quadrant for Integrated Marketing Management.

Explore and learn! These reports and more can be found at sas.com/customerjourney.

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What the analysts say about SAS®

“SAS Customer Intelligence is once again a leader, and overall scores show SAS as the highest-ranked vendor in this evaluation. SAS also re-ceived among the highest scores for optimization, analytics and reporting, application usability, corporate strategy, and financials.”The Forrester Wave™: Cross-Channel Campaign Management, Q1 2012

“While SAS’s Enterprise Miner and Enterprise Guide products form the core of its analytics offering, the Rapid Predictive Modeler, Add-in for Mi-crosoft Excel, Text Analytics, and Visual Analytics products speak directly to the needs of customer analytics professionals.” The Forrester Wave™: Customer Analytics Solutions, Q4 2013

SAS, a “leader” in this Magic Quadrant since the inaugural report in March 2006, is among vendors that Gartner says “consistently do considerably better in overall campaign management performance for basic and ad-vanced campaigns, and for integration with digital marketing.” Magic Quadrant for Multichannel Campaign Management

Gartner places SAS among the leading vendors that “demonstrate exem-plary performance.” Leaders in this report deliver breadth and depth of integrated MRM functionality on large, enterprisewide and global imple-mentations that extend MRM across the marketing organization.Magic Quadrant for Marketing Resource Management

Gartner places SAS among the leading vendors and is cited as delivering breadth and depth of integrated marketing functionality, and successfully articulating business propositions that resonate with marketing buyers, particularly CMOs and marketing executives. Magic Quadrant for Integrated Marketing Management

Why SAS customersget it right.

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SAS customers recognize that the only way to differentiate is by deliver-ing unique customer experiences based on a solid, connected business strategy driven by analytics.

Chico’s - Tripled the success rate of previous campaigns and won lapsed customers back.

Chubb - Targeted lists yield higher growth rates and lower costs for customer acquisition with immediate results.

Expedia - Use of real-time pricing data results in multiple percentage point increase in conversions.

HP - Achieves a 360-degree view based on big data resulting in a 20 percent ROI across campaigns.

Macys.com - Reduced churn rate by 20 percent and saved more than $500,000 in full-time employee productivity.

Orlando Magic - Customize fan experiences and have seventh-largest revenue stream for ticket sales out of 30 NBA teams.

Scotiabank - ROI in excess of 100 percent, and customer contact policy gives the bank a competitive edge.

Staples - 137 percent rate of return with more personalized offers for increased cross-selling and up-selling.

T-Mobile - Retains influencers and reduces churn rate by 25 percent.

Verizon - Produced a 360-degree view of customers in less than three months and improved close rates by 250 percent.

Learn more by clicking on customer stories at sas.com/customerjourney.

See how SAS customers thrive.

Get in sync with the customer journey.

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In our digital marketplace, where communications barrage us from every direction, it’s hard to feel humanly connected some days. But when you’re able to engage a customer and meet a specific need, something clicks. And when you do it time after time, something sticks. You find yourself managing a successful customer journey.

Every customer journey is unique. And every touch point along that journey is an opportunity to nurture customer relationships and deepen customer intimacy. The key is having the knowledge about your cus-tomers at the right time to turn the opportunity into a reality. And that’s where SAS can help.

Getting each customer experience right along the journey requires a com-mitment to excellence, but the rewards to be gained are significant. When you get it right, customers develop deep loyalty and grow passionate about your company and your brand. Their advocacy generates long-term profits for your company, and they couldn’t imagine doing business any-where else. That’s when business gets fun, rewarding and wildly success-ful. Who wouldn’t want that?

Let’s get started now.

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Learn more about SASThank you for taking the time to look through this booklet and learn how SAS Customer Intelligence can improve your marketing, win more cus-tomers and grow your business.

Start your own journey now by downloading the complimentary white paper Leverage Marketing Analytics to Improve the Customer Experience. This paper describes how marketing analytics can help you unlock the full strategic value of your data and better understand the customer journey. Download it at sas.com/anz/cifreepaper

Then visit our website at sas.com/customerjourney to explore how SAS can help you. We also invite you to explore marketing thought leadership at sas.com/marketingleaders.

Have any questions or want to discuss SAS? Let’s talk. Email info@oz.sas.comPhone Australia 1800 776 542 or New Zealand +64 4 917 6800Web sas.com/customerjourney sas.com/marketingleaders

Join the conversation

SAS Customer Analytics Blog: blogs.sas.com/content/customeranalytics/

Daniel Aunvig, Head of Customer Intelligence, SAS Australia and New Zealand Blog:http://www.marketingmag.com.au/author/daniel-aunvig

Twitter: @SAS_CI

sas.com/customerjourney

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