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Customer intelligence - Building stronger relationship with your customers
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1 Customer Intelligence Build deeper and more effective customer relationships Pascal Ly Head of Digital Customer Experience @pascal_ly_ /in/pascally
description
As more and more data are been collected across an organization, it becomes important to know how to manipulate all those data and to be knowing if we are or not capturing the right data that would allow one to take wise business decision. This presentation is an overview of what solution have we been able to come up with to tackle the challenge of Customer Experience
Transcript of Customer intelligence - Building stronger relationship with your customers
1
Customer Intelligence
Build deeper and more effective
customer relationships
Pascal Ly
Head of Digital Customer Experience
@pascal_ly_
/in/pascally
2 Confidential Property of Schneider Electric
90% of world’s data has been
generated in the last 3 years
Less than 1% of the world’s data has been analyzed
@pascal_ly_ /in/pascally
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Millions of accounts created
in our ecosystem
> Huge amount of valuable information is been untouched
and not been analyzed in a way to better serve our
customers
> Today, we are missing a unique single view of our
customer shared across the organization
Huge amount of silo data base capturing information of our customers
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Combining all the different
relevant information we have
about our customers stored in
different database and make it
become actionable insights for
our Sales and Marketing
through data visualization
> As more and more data is collected and analyzed, decision
makers at all levels welcome data visualization software
that enables them to see analytical results presented
visually, find relevance among the millions of variables,
communicate concepts and hypotheses to others, and
even predict the future.
Visualize all our
customer data in
one view
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What is data visualization
in a snapshot
Allows Can’t do
> Combine all different sources of
information
> See unseen patterns and
connections
> Communicate information clearly
and effectively through graphical
means
> Representation and interactions
> Close gaps if data are not
existing
> Create new set of data
> Update data at the data source
> Think in place of the analyst
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Holistic data to view all relevant
business indicators for action
Textual Visual
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Key users in
charge of
generating
business Business VP/Head
Operational Marketer
Business Development
Sales Manager
Business Data Analyst
Focus on users that
understands the business
need and put concrete action
in place to improve the
customer experience
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> Without the right information the only
insight we will have is about our data
gaps.
Garbage in –
garbage out
Our analysis will
be as good as are
our data
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Formalize business
requirement
Vendor Search
RFP and RFQ
Proposal evaluation and
vendor selection
Contract negotiation > Work with people that can understand
our culture, able advising, be trustable
and reliable to achieve success
together.
Collaborate with
the optimal
vendor
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Choice of potential vendors
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What would make this project a
success
Enablers
> Business are more agile than IT
> Start with a narrow scope
> Easy to start with and to understand
> More relevant customer data from their point of view
Roadblocks
> Business and culture are the main road block: be proactive
> Business need support of someone who can understand the
business, do the analysis and can clearly communicate
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“Requiring guideline and skills
to run” – Business VP
“One need to be precise with
the outcome before executing”
– CEO
“Can help to generate new
business with concrete action
plan” – Business VP > The field of possibility are broad if we
leave it totally open
What to do with
visualization
once in hand?
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Quick access at your fingertips, small
enhancement for maximum effect
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14 ©2014 Schneider Electric. All Rights Reserved.
All trademarks are owned by Schneider Electric Industries SAS or its affiliated companies or their respective owners.
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Photo credits
Page 2: http://www.fastcompany.com/3033549/internet-of-things/hps-post-electronic-solution-to-tomorrows-huge-data
Page 4: http://www.thefreelancecopywriter.co.uk/how-to-brief-a-copywriter/
Page 6: Sygic ©
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Page 10: Gartner Magic Quadrant
Page 13: http://www.amusingplanet.com/2010/09/chinas-overloaded-bicycle-carriers.html
