Customer Analytics

Customer AnalyticsAll your data integrated in just one place

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Customer Analytics

Contents

1. Data Sources 4 2. Data Exploration & Visualization 5 3. Data Enrichment / Data Cleansing 7 4. Analytics Data Mining 8 5. Dashboards 11

6. Mobile 12

7. Segmentation / Data Selection 13

8. Campaign Workflow 14

9. Process Automation 16

10. Import / Export 17

11. IAA´s Cases A. Churn Analysis 18 B. Cross Selling 19 C. Forecast 20 D. Improve Campaign Efficiency 21 E. Recency, Frequency, Monetary Value (RFM) 22 F. Social Media 23 G. Web Analytics 25 12. Engagement Process 26

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Customer Analytics

“Before Quiterian, extracting and analyzing information used to take a considerable amount of time of our technical experts, and as a consequence we were not providing the appropriate service. Quiterian gave autonomy and flexibility to our marketers. Now they obtain detailed customer knowledge, behavior patterns and movement predictions, quickly and easily.”

Francisco MagariteGeneral Director and IT and Corporate Services ResponsibleInversis Bank

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Customer Analytics

ERP Adserver

DemographicsCRM

Web

eMailing

Social media

Other data sources

1. Data Sources Quiterian Analytics integrates in a single platform all data from different sources, and provides instantly a complete view of customers.

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Customer Analytics

2. Data Exploration & VisualizationDisplays information of the selected object. It is very useful for viewing a breakdown of the data, for selecting records and exporting them to other applications like MS Excel.

Frequency representation

Summarises a field by categories and also shows the percentage of the total value that each category accounts for in this field.

Values charted - columns

Shows all the values of the field being explored, and the categories and records that each of them contains. Allows to search and select values.

Statistics

Used when exploring numeric fields. Displays statistical values such as: maximum, median, minimum, mode, sum, among others.

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Customer Analytics

2. Data Exploration & Visualization

Representations

Provides a graphic view of the categories of the field that are being explored.

Data tree

Provides a graphic view of the categories that are beign explored. Allows to display data, perform searches and organize information.

Data quality

Displays information in detail of the selected table, object or segment (records, summary, discreet values, graphics, statistics and numeric frequencies).

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Customer Analytics

Aggregates

Allows to group information from a detailed table to its aggregated parent table.

Decodes

Allows to decode the information in new fields, transform codes into descriptions, group different records into the same category value, normalize decodes.

Numeric ranges

Allows to create new fields converting a continuously distributed variable into a categorical variable. It creates intervals from a numerical variable.

Expressions

Allows to generate new fields calculated through functions and operations based on other fields of the database.

Quantile ranges

Allows to generate new fields converting a continuously distributed variable into a categorical variable. It creates intervals with the same number of records in each interval.

Parametric

Allows to create a new column consisting of query-based values, and also normalize and remap existing columns. The queries can be formulated with values or fields belonging to any table in the database as long as the tables are properly linked.

3. Data Enrichment & Data Cleansing Allows to create new fields, and enriches the original data set so it can be more handy to the user.

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Customer Analytics

4. Analytics & Data Mining Quiterian puts advanced and predictive analytics techniques into practice in a very simple and intuitive way. It helps you obtain instantly high-value business insights, speed up the strategic decision making, gain self-sufficiency and improve your capability to anticipate.

Venn Diagram - Discovering hidden relations

Combines two or more segments to find connections, exclusions or vice versa.

You can examine the customers who have bought different categories of products and search for cross-selling opportunities.

Data Profile - What attributes describes the best

Draws a profile with records chosen in the data tree.

It is useful for drawing customers’ profiles based on their main features and behaviors, identifying the relevant variables.

Forecasting - Time series analysis

Allows to adapt easily to any changes, trends and seasonal patterns.

Helps to predict the monthly volume of sales or to anticipate to the number of orders over the next months.

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Customer Analytics

4. Analytics & Data Mining

Decision Tree - Classify and predict future behavior

Algorithm used for classification. The algorithm‘s knowledge grows up as we train it, so it will be able to understand the classification rules, and map out those learned rules to the entire data universe in order to obtain a possible future classification. The final result is a discrete value representing the chosen classification.

It can help you find the best products to recommend to your customers or predict abandon.

Clustering - Better grouping

Better grouping is useful to identify segments and homogeneous groups, for more precise offerings and messaging.

Helps to classify your web visitors or prospects according to their attributes.

Mapping

Allows to represent through a map divided in polygons or areas, the value of a function according to a range of colors.

It can show the geographical nature of churners or the areas where specific products are sold the most.

Association Rules - Cause / effect - Basket Analysis

Its ability to detect patterns of relationship or affinity between data generates instantly an applicable set of rules. From all the results obtained, only the most effective rules are automatically selected from the rest in order to provide key business information:

What products each customer buy together and when? Which ones doesn’t buy and why? What new cross selling opportunities can be generated?

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Customer Analytics

4. Analytics & Data Mining

Pivot Table - Correlate values and build reports on the fly

Freely cross different fields. The results will be shown in graphics and dynamic tables.

It can help you discover the net benefit that each group of orders can generate.

Pareto - 80/20 Law

This analysis allows you to prove/test Pareto’s theory 80-20 with available data.

You can quantify the performance of current’s customers and measure how efficient the business is.

Evolution - Dimensional correlations

It shows specific categorical variable in different scenarios or according to different values, and the evolution of the variables over time.

It helps you examine how the sales of some product families evolve over a period of months.

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Customer Analytics

Designing a dashboard from scratch takes just a few minutes. You can have in the same analysis a group of different indicators, in order to obtain instantly key business information:

Cylinder

Indicator that shows the volume of a cylinder depending on the data that represents.

Funnel

Displays simplified data in graphic form in several segments. Each one represents a group of data.

Speedometer

Displays the data in graphic form using a speedometer that moves within a circular range to indicate whether the data is within the defined limits.

Equalizer

Indicator that uses a colour bar display to show if the data are within established parameters.

Color Led

Displays data graphically using a bubble that changes colour based on the limit area where the value it represents is to be found.

5. Dashboards Quiterian’s indicators and dynamic dashboards are very usefull for showing, presenting, publishing and distributing information. They can be created from zero with the results given by analysis, data model, organization’s needs, and many other sources.

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Customer Analytics

6. Mobile Quiterian Mobile is a web application that runs in computers and mobile devices. It displays analysis from Quiterian Analytics, both charts and tables.

1. Folder and graphics management

You can create a folder, delete it, publish a new analysis, and export into PDF files.

Modify each graphic according to the size, values, lables, and legend of your preference.

2. Give Permissions

Determine the level of access for each user.

Only the Administrators can perform this action.

3. Easy Access from any Mobile Device

You will have immediate access to your published analysis just by accesing an URL. With just one click you will be able to easily interact with your graphics.

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Customer Analytics

7. Segmentation & Data Selection Quiterian Analytics identifies and extracts records graphically -individually or in groups-, applies complex conditions, and combines data in tables that are not directly linked.

Complex segmentation - made easy

Build complex and parametric queries using an intuitive and graphic interface. You can perfom advanced segmentations just in seconds with all your customer data.

Visual segmentations

Classify your data base, obtain discreet values, generate new customer groups, combine segments, filter them according to different categories, and a lot more. All with just a drag & drop that will provide you a precise and visual segmentation.

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Customer Analytics

8. Campaign Workflow Campaign Workflow is Quiterian Analytics’s module for integrated management of all the stages in a marketing campaign. It provides a 360º vision of customers/suppliers/staff, in order to analyze responses better and help you make the right decisions.

Campaign creation

You can easily create and manage your campaigns, shedule the actions and steps to be taken, grant permissions to the users involved on each stage, define the strategy and the target.

Control your records, random sampling, Robinson exclusions, duplicates, marketing codes, and much more.

Defining actions for every stage

Define fast the workflow of your campaigns, the stages it will have and in which order.

On each stage you can establish the users that will have access to your campaign and the actions that they must perform.

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Customer Analytics

8. Campaign Workflow

Test before act - Results evaluation

Identify instantly the micro-segments with the best responses. Analyze the results in depth and discover hidden patterns and trends.

You can use that knowledge to improve the efficieny in future campaigns.

Campaign schedule visualization

Get a glance view of the campaign plan in a time line for a better perspective of the actions established.

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Customer Analytics

9. Process Automation. iWorkflow Quiterian Analytics gives you the possibility of automating your processes and campaigns, optimize their results, systematize the launching process and make a collaborative environment that will help you increase effectiveness, efficiency and reduce costs.

Defining Workflow

Establish actions and roles. When an action is triggered by an event, date or value, processes are executed. All participants intervene in the process according to plan, and help others move forward to the next stage.

Scheduling tasks

The tasks planner allows you to bookmark the main actions that must be performed, based on certain events ocurred, and distribute it to the organization according to the security criteria established.

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Customer Analytics

10. Import / Export This highly functional module specially designed for bringing intuition and usability to your business users, helps to load data from Access or text files, export it and establish relations between tables for building the data model.

Import

With the “Import module” Access or text files can be uploaded in the analytical database so it can be enriched with external data like geographical or information from a population research.

Export

The “Export module” creates new tables in the analytical database from the existing ones, focusing on the analysis and/or using them as temporary tables during the analysis. All can be exported to an external CSV text file.

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Customer Analytics

1. With Venn diagram is very easy to detect customers that were highly active in the past but not so much (or at all) at the present.

2. The Decision Tree helps you obtain knowledge from a group of churners, and will it to a group of current customers, so that their retention rate can be increased.

3. Once a new classification on the database has been created, it can be used to make a very accurate segmentation of current customers.

You can easily analyze the loyalty level of customers and their propension to leave.

A) Churn Analysis

11. Instant Advanced Analytics Cases

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Customer Analytics

1. By dragging and dropping the customers database, you can see customers who bought only one type of products, customers who bought others categories, and customers who have not bought at all.

2. You can also add a new segments and detect new opportunities.

3. With just one click, you can identify customers that represent a potential selling opportunity and now you can make more a customized campaign for them.

B) Cross Selling

Instant Advanced Analytics Cases

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Customer Analytics

1. It´s very simple to calculate the projection of a time series with Quiterian Analytics.

You only have to drag the table that contains the historical information. In this case, it´s the sales transactions.

2. Then you can perform a pre-calculation to find out if the available data is going to produce a reliable result or not.

3. The system will calculate based on the number of projections selected and also considering the seasonability of the time series.

C) Forecast


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Customer Analytics

1. One of the most useful tools of Quiterian Analytics is the Decision Tree. It uses a C 4.5 algorithm to learn from a specific group of data (people who buy software, how are they?) and then applies this knowledge to another group (customers who only buy hardware).

2. It applies the output of the calculation to make a much proper segmentation of customers, based on the group that is working on the specific goal established.

D) Improve Campaign Efficiency


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Customer Analytics

E) Recency, Frecuency, Monetary Value (RFM)

1. Forecast your sales in the next 10 months:

Detect that there is going to be a decrease in your sales and therefore you have to react before that happens.

2. Create an RFM Analysis immediately:

RFM classification of your active customers (23.38 % of our customers are considered very good customers).

3. Apply a decision tree algorithm to find out the best target out of non active ones.

Inferring the RFM Classification to you potential target.


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Customer Analytics

1. Wouldn’t it be nice to compare the number of followers of your accounts to your competitor’s? To do that you just have to click on the pre-defined analysis of Quiterian Analytics to see it done.

2. You can see the followers of all your accounts and also your competitors’, day by day.

3. You can also have a chart to understand this information in an easier way.

F) Social Media: Twitter followers


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Customer Analytics

Social Media: other analysis


1. Most used sources.

2. Sentiment / influence matrix.

3. Most active accounts. Activity by hour and language.

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Customer Analytics

1. You can easily verify the effectiveness of a marketing campaign with Quiterian Analytics. All you have to do in just one click and you will have a pre-defined analysis that performs this for you.

2. On one side you can see all you customers target, and also the total target of the campaign -in this case is around 39.000- and the ones who have visited.

In this case there are more visits from outside the campaign than from in it, so you can conclude that there is a need to improve the segmentation for future campaigns.

3. You can also see the campaign effectiveness by states.

G) Web Analytics


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Customer Analytics

12. Engagement Process If you want to be more competitive, with Quiterian you can get immediate valuable business insights including key predictions to sell more, being more efficient and more agile.

1. Decide the model

A. Quite4me Saas Cloud: Customer Analytics as a Service.

B. On premise

Adserver

Web

Social Media

Demographics

Customized filter

CRM ERP Public Cloud

Adserver

Web

Social Media

Demographics

Customized filter

Intra fire-walls

CRM ERP

Public Cloud

Private Cloud

Intra fire-walls

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Customer Analytics

2. Decide the Data Sources

Social Media, CRM, ERP, web analytics, and many more.

3. Decide the Users

Manage users, establish security levels and organize users in the repository. In an environment integrated with LDAP, this procedure will never disturb objects from the active repository that they are linked to.

4. Decide Security & Privacity

Manage the access to objects or contacts in the database, control the privileges on users’ functionalities, manage password’s policies and perform maintenance actions. Ensure a secure access to the information and a total protection of confidential corporate data.

Engagement Process

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Customer Analytics

5. Trainning

Three sessions of trainning with our experts.

6. Go live

Fast and easy.

7. Support

Constant support from our experts when ever you need it.

Engagement Process

[email protected] www.quiterian.com

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Customer Analytics

Documents

Transcript of Customer Analytics