Teradata Customer Management Portfolio

April 27, 2010

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What’s Driving Today’s Market

• Channels continue to expand and become interactive

• Organizations are becoming more customer centric and integrated

• Behavioral data capture required – drive the right offer to the right customer through the right channel

• Economic factors has renewed strict focused on measurement and marketing efficiencies

• Customer knowledge and the breadth of their relationship; privacy protection

Marketing in Today’s Environment is as Complex and Fast as Ever

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Vision for Teradata Customer Management

• manages intelligent customer dialogs

• captures and leverages behavioral data across all channels so that the most effective offers and messages reach their customers at the right time

• tracks and measures the messages’ effectiveness

OUR VISION is to maximize our customers’ profitability by enabling a comprehensive interactive marketing environment that easily and efficiently:

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Teradata Customer Management Solution Portfolio

•Teradata Relationship Manager: TRM> Traditional Campaign Management> Multi-step (dialog) Campaigns> Event Based Marketing/Communications> Customer behavior focused Marketing Analytics

•Teradata Interaction Advisor: TIA> Real Time Offer Management> Real Time Miner> Real Time Scoring> Self Learning Engine> Collaborative Filtering

•Teradata Marketing Resource Manager: TMRM

> Workflow/Approvals> Budgeting/Planning> Digital Asset Management> CMO level Reporting

•Teradata eMarketing> Complete eMarketing Platform> Real Time access to responses> Easy Viewing to understand impact of various browser

views> In-line reporting on HTML Templates

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Analysis and Reporting

Selection andSegmentation

Real-time Response capture

Automated, real-time, cross-channel dialog

Offer/content personalization

Lead and Offer Optimization

Real-time decisioning

Content and Asset Management

Comprehensive Functionality

Online data

Teradata Relationship Manager

Comprehensive, high-performance Teradata foundation

Offline data

Advanced Lead Simulation

Distributed User Participation

Planning and

Budgeting

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Customer Management Strategy

Enable more users to analyze, target, and contact customers while centrally managing contact policies to optimize marketing effectiveness.

Adapt to current environment allowing customers to leverage best of breed technologies, support open architecture, web services.

Efficient Effective

Having in-depth and real time knowledge about customers drives better and more timely decisions. Improves customer experience by optimizing the offer each customers gets, with big impact on relevancy.

Foster an interactive dialogue by allowing easier integration and delivery of offers to customers to the optimal channel (leveraging multiple channels) and more successful follow up using response information.

EmpowerUser

effectiveness

ExpandGreater

customer insight

EnhanceImprove customer

experience

Ecosystem Integrate-able

and robust

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CommunicationApproach• Single Step• Multi Step

CommunicationApproach• Single Step• Multi Step

CustomerInteraction• Outbound• Inbound

CustomerInteraction• Outbound• Inbound

Optimization• Communication • Lead/Customer• Offer

Optimization• Communication • Lead/Customer• Offer

CampaignProcessing andReporting• Execution• Simulation

CampaignProcessing andReporting• Execution• Simulation

Channels• Direct Mail• Interactive Channels• Human Channels• Social Networking

Channels• Direct Mail• Interactive Channels• Human Channels• Social Networking

User Type• Casual• Sophisticated

User Type• Casual• Sophisticated

Segmentation• Point and Click• Tables and Fields• SQL

Segmentation• Point and Click• Tables and Fields• SQL

Empower – One Environment for All Users

Consistency – Ease of Use

Empower

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Expand

TriggerSignificant

EventCommunication Strategy Communication Library

Target: HVC – Email PreferenceCampaign: Offer $100 Voucher to play

Target: HVC, Call Center PreferenceCampaign: Offer $150 Voucher to play

Target: Mass Cust, Email PreferenceOFFER – Offer $5.00 Voucher

Target: All CustomersOFFER – Customer satisfaction survey

Target: HVC – EmailGreat Spring Sweepstakes

Target: All CustomersIntroduction of New Slot MachinesChannels

Pro

du

cts

& O

ffers

Stra

tegi

c

Segm

ents

Has customerexperienced any service problems?Website down..

call center calls

Has customer been losing more than normal?

Is it holiday period?

Pattern at the same time last

year?

Changes in Marital Status?

Competitors have an

aggressive offer?

It there a big event

coming up?

Sudden Decrease in Usage

Expand – Event Based Marketing

Customer who bet 30% less for the past 2 weeks than the average

over the previous two months

Detailed Data

Summary Data

Customer Personal Information

Competitor Information

Call Center Logs Customer Activity

Loyalty Card Information

Marketing Campaigns

Click Stream

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An automated, continuous, cross-channel dialog…

Julie has changed her name to Julie Jones…> Multiples channels, including web> Real time responses, when appropriate> Automatic contact limiting and campaign

prioritization> Message reinforcement and reminders

!

Enhance

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Once a lead has been qualified and optimized…

• They enter the campaign at different times

• They progress through the dialog at their own pace via different routes, based on their particular needs and preferences

• They progress based on when THEY respond to each step, not in waves determined by pre-programming

!

Enhance

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Ecosystem – An Integrated Marketing Environment

ProcessesProcesses

Simulation IntegrationSegmentation

UsersUsers

Casual Sophisticated

Marketer Power UserBranch/Store Manager

Reporting & Analysis WorkflowOffer & Lead

Optimization

Ecosystem

SourceSystems

MarketResearchMarket

ResearchCIFCIF

ContactCenterData

ContactCenterData

BranchBranch

ExternalData

ExternalData

LegacySystemsLegacy

Systems

WebData WebData

ConsumerBehavior

Data

ConsumerBehavior

Data

Customer Touch pointsCustomer

Touch points

ContactCenter

Agent orAccount Manager

Web

Retail

Email

Mobile

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Teradata Active Marketing Ecosystem

Customer Management InfrastructureCustomer

Touch pointsCustomer

Touch points

ContactCenter

Hierarchy Management

WorkflowManagement

SecurityManagement

Data Quality& Governance

Metadata Management

SourceSystems

Teradata Active Data WarehouseTeradata Active Data WarehouseData

Agent orAccount Manager

Web

Retail

Email

Mobile

Offer Engines and Applications

Reporting and Analysis

OperationalComponents

Teradata MRM, VA,Warehouse Miner

Teradata RM & IA

TeradataInteraction Advisor

TeradataSelf-Service

TeradataeMarketing

MarketResearchMarket

ResearchCIFCIF

ContactCenterData

ContactCenterData

BranchBranch

ExternalData

ExternalData

LegacySystemsLegacy

Systems

WebData WebData

ConsumerBehavior

Data

ConsumerBehavior

Data

Integrated, Business Insight and Operations

TeradataReporting & Analysis

Ecosystem

Teradata CDI

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Teradata Key Differentiators

• Event Based Marketing

> Core competency since 1998 - hundreds of daily triggers with complex filtering and execution

• Self Service (Distributed Marketing)

> Customizable interface for the casual or non-marketing user - agencies, suppliers, vendors, stores, sales people, etc.

• Automated Multi-Step/Cross Channel Optimization

> Continuous dialogs executed across channels based on lead, offer and channel optimization

• Real Time Execution (Data Capture, Delivery, Decisioning)

> Real time inbound decisioning, and near real time trickle-feed of data into the customer record

• Lead Management/Offer Optimization

> Integrated lead and offer optimization in a single interface

• Integrated Web Intelligence – Website, Search and Ad Servers

> Unique capture and availability of web behavior data and integration into the EDW to enhance targeting and analysis

• Professional Services

> Large industry specific PS group to drive consultation, implementation and integration

> Wealth of experience in each vertical

• Customer Loyalty> Strong, global references across all industries of our client footprint

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Futures – 2010 Focus

• New and Improved User Interface• Real time dashboards• Business Driven Workflow

New and expanded relationships:> Active Marketing Ecosystem – Aprimo, KXEN, SAS CI> Channel connectivity – Strongmail, Pursway, Xtract> Additional customer data – Experian

Efficient Effective

• Integrate key influencer data with TRM to enable social referral marketing and influencer impact measurement

• Integrating predictive analytics with existing rule based decisioning engine

• Sourcing of online advertising• Social media behavior data

EmpowerUser

effectiveness

ExpandGreater

customer insight

EnhanceImprove customer

experience

Ecosystem Integrate-able

and robust