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How to in Five Lose Customers Easy Steps What common practices are resulting in anemic

How to

in Five

Lose Customers

Easy Steps

What common practices are resulting in anemic customer profits? How can the three I’s of marketing help to maximize customer value?

As most marketing executives already know, losing valuable customers is all too easy. After all, organizations engage in a dizzying variety of customer interactions across a broad range of products and services. Combine that complexity with product-centric organizational structures and measures, and you've got a recipe for unwittingly engaging in practices that can drive away valuable customers.

But it doesn’t have to be that way! Take a stroll through this e-book to learn how smarter customer interactions and more customer-centric measures can help you deepen and grow relationships with your most valuable customers.

       
   

HOW TO LOSE CUSTOMERS IN FIVE EASY STEPS

                                     
 

Table Table of of Contents Contents

     

The five steps to failure

           
 

How How to to Lose Lose Customers Customers in in Five Five

Easy Easy Steps Steps

                                   
       

»

Here are five common practices that lead companies astray in the quest to maximize profitability.

 
             
 

The The five ve steps steps to to failure failure

     

STEP 2.

STEP 1.

Click on the links below to get the story behind each one.

         
 

Time Time for for a a new new approach: approach: the three

     

STEP 3.

Don’t find out what customers value.

Don’t collaborate. Let each group worry about its own

       

The three I’s of marketing

I’s of marketing

Why is it more important

     

Don’t consider the customer experience. Just push price and product.

Just squeeze more value out of them.

 

than Three ever I’s = to One keep customer-centric, your

customers happy?

Three I’s = One customer-centric,

   

customer interactions.

STEP STEP 4. 5.

Don’t collaborate. Let each group worry about its own customer interactions.

 
   

Business strategists agree that differentiation is key to competitive advantage. Trouble is, tradi-

Companies still count heavily on cross-selling to build “share of wallet,” but they actually undermine

 
 

closed-loop business model closed-loop business model

       

Traditionally, companies have been “product-out” rather than “customer-in.” Separate lines of

 

Insight Insight

 

Don’t find out what customers value. Just squeeze more value out of them.

tional competitive strategies based on pricing and product innovation don’t result in sustainable

value Sound improbable? These examples might look familiar:

business work independently to make their numbers. My success might undermine yours,

Don’t measure anything. After all, marketing is more art than science.

   

     

Don’t worry about tomorrow. Just focus on making this period’s targets.

differentiation, for several reasons:

   

Why is it more

Interact Interact

 

but I don’t care.

In simpler times, if you suggested performance management, a marketer would say, “Hey, I’m

Don’t consider the customer experience. Just push price and product.

A major national bank runs a successful credit card direct mail campaign that generates many

   

important than

ever to keep your

Improve

Improve

customers happy?

     

Why waste time and resources on trivial accounts? The company is too important to care

The company next door can quickly copy your good deal. Product and service lines, however

   
   

all about creativity and concept—and you can’t measure those things—so you have to give me

Why should product/segment managers care about increasing total customer value across the

about low-medium value customers, right? Wrong, maybe. The present value

free rein, let me run with my budget, and leave me alone.”

appeals to the same customers, urging them to cut up their credit cards and consolidate debt

applications for new credit cards. The very next week, the company’s home equity department

Don’t measure anything. After all, marketing is more art than science.

innovative or competitive they may be, can quickly become copied commodities.

   
       

How How do do you you get get there? there?

     

company, if they are rewarded on how well they perform in their own niche?

of a customer is only part of the picture.

   
   

Don’t worry about tomorrow. Just focus on making this period’s targets.

with a home equity loan.

 

Technologies Technologies that that enable enable a a best- best- practice practice approach approach

   

That’s Not a all self-destructive customers are attitude equally price-sensitive. to take when CEOs Many and consumers CFOs are are looking willing at to how sacrifice much money price for

The traditional business model focuses inwardly on what the company wants to sell, not outwardly

The struggling graduate student might someday be a really big fish. So might the young medi-

goes to marketing—and how little they can prove ROI from their investment.

convenience. Think about valet parking. In any event, do you want to be the bargain brand?

Couldn’t happen? Without a customer-value focus, it did. The lack of an enterprise customer

 

view video clip

     

cal on view what professional, prevented the customer the the bank entrepreneur really from wants maximizing and or needs many customer out other of customers the value. relationship. who look like small fry right now.

Banks routinely alienate good customers because they focus too closely on present value rather

This approach will no longer fly. Thanks to deregulation and the Web, customers can click to the

The quantifiable proof is rarely there. Metrics, where they do exist, often do not favor the

Price is but one of many factors in choosing a bank. Customers really want a sense of famil-

iarity and trust, the sense that the bank knows their total relationship and financial needs.

marketer. Or they are measures of results outside the direct control of marketing. And they

than potential.

competition on demand, and they can publish opinions that sway millions of others. You must

   

Summary:

(37 seconds)

       
 

Beter Better approach…better approach…better outcomes outcomes

       
               

Jeff Learn Learn Gilleland More! More!

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Global Strategist, SAS

   

You earn Reconsider undervalue really their can’t good the the “soft” traditional win will with on results product every focus that encounter. or on marketing price. past Your behavior does only and directly enduring present influence. edge balances. will be your It’s time ability to to adopt leverage a

superior customer insights to deliver a superior, value-driven customer experience.

Face it, measurement is inevitable. But it’s not a death knell on marketing budgets and creative

comprehensive view of the customer as part of a continuum, not just a sale—and manage the

You can’t differentiate yourself on the basis of product alone. You have to create a uniquely

   
 

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latitude. It could be quite the reverse. Rather than being a “CYA” strategy to defend your position,

holistic value of the relationship over time.

satisfying customer experience—and that doesn’t happen when the left hand doesn't know

   
               
 

Webcasts About About SAS SAS

     

marketing performance management can be a powerful tool to solidify it. You could get richer

With (or care) a customer what the value right hand management is doing. perspective, you would know which customers have the

greatest insights about potential the real value, sources and which of customer ones will value, likely the never real be impact profitable. of marketing Then you’ll costs, know and the where

   
               
           

future behavior of customers—all of which can be exploited for powerful results.

to focus your actions.

       

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HOW TO LOSE CUSTOMERS IN FIVE EASY STEPS

                         
 

Table of Contents

   

Time for a new approach:

The three I’s of marketing

       
 

How to Lose Customers in Five Easy Steps

           
                           
 

The ve steps to failure

                       
                           

What Time does for a new product- approach:

centricity The three I’s cause of marketing

 

Since the beginning, most business models have been built around organizational structures, management and incentive plans, financial systems and the four P’s of marketing: product, price, promotion and placement.

marketers sight Three of? I’s = to One lose customer-centric,

closed-loop business model

 

Many comapnies have professed to shifting their attitudes, claiming to be “customer-focused,” “customer-obsessed,”

       

“customer-driven” or whatever. But even to this day, the heart of most business models remains product-centric.

Insight

That means companies frequently fall into the Five Easy Steps, whether they realize it or not.

What does product-

Interact

centricity cause

marketers to lose

Improve

sight of?

 
 

If you’d like to get back on track, replace the traditional focus on the four P’s. Instead, coalesce your energies around the

 

three I’s: insight, interaction and improvement. Then exploit readily available technologies to excel in all three dimensions:

                     

How do you get there?

 

Gain deeper insight Understand and predict customer value at a holistic, enterprisewide level.

   

Technologies that enable a best- practice approach

Choreograph better interactions Engage customers in a way that enhances mutual value.

   

view video clip

 

Gain continuous improvements Measure and report KPIs that matter, optimize investment of sales and marketing

Summary:

(1 minute 17 seconds)

resources, and continuously learn from every customer interaction.

 

Better approach…better outcomes

                   
                           

Martha Learn Rogers, More! Ph.D.

Founding Partner,

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Peppers & Rogers Group

                       
 

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About SAS

             
       

»

Let’s break it down further. What does it actually take in order to achieve these three objectives?

       

3

       

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HOW TO LOSE CUSTOMERS IN FIVE EASY STEPS

     

Three I’s = One customer-centric,

   
 

Table of Contents

   

closed-loop business model

   
 

How to Lose Customers in Five Easy Steps

       
       

In order to

     

You must be able to

   
 

The ve steps to failure

                         
                 

1.

Manage quality customer data.

 
 

Time for a new approach:

The three I’s of marketing

 

Deepen customer insight

   
             

2.

Predict customer behavior.

   

What I’s of Three marketing? exactly I’s = One are customer-centric, the three

closed-loop business model

           

3.

Profile and segment customers.

 
                     

Insight

         

4.

Manage and optimize segment strategies.

Interact

What exactly

are the three I’s

Improve

of marketing?

 

Choreograph customer interactions

 
               
           

5.

Engage high-potential customers.

 

Gain continuous improvements

 

6.

Measure and report results.

   

How do you get there?

       
 

in marketing performance

               

Technologies that enable a best- practice approach

     

7.

Optimize marketing investment.

 

view video clip

           

8.

Apply lessons learned.

   

Summary:

(1 minute 20 seconds)

               
 

Better approach…better outcomes

                     
                             

Jeff Learn Gilleland More!

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Global Strategist, SAS

                       
                             
 

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»

Let’s drill down into the opportunity, the challenges and the

         
                 
 

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key steps associated with each of the three I’s.

         
                             

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Table of Contents

   

Insight

Interaction

 

Improvement

 

How to Lose Customers in Five Easy Steps

   

Insight

Deepen customer insight with superior data management and analytics.

   
           
 

The ve steps to failure

                       
                         

How Time can for a analytics-driven new approach:

insights The three help I’s of companies marketing

treat as individuals? Three millions I’s = One of customer-centric, customers

 

The opportunity

Every interaction with a customer is a chance to get data that leads to deeper customer insight. Never before

 

could you get so much information about customers and markets, transfer that information into usable

closed-loop business model

 

knowledge, and guide the investment of resources with precision.

                           

Insight

The challenges

               

How can analytics-

Interact

driven insights help

companies treat millions

Improve

of customers as

                 
 

Trouble is, data pours in from multiple channels, from incompatible computing platforms, in mismatched

 

data definitions and redundant customer entries. Transforming it all into a clean, analysis-ready format can

 

be a daunting challenge.

individuals? How do you get there?

 

Technologies that enable a best- practice approach

The key steps

               

view video clip

 

Manage quality customer data. Establish a data management platform that integrates data from multiple

Summary:

(1 minute 20 seconds)

sources, then cleanses and prepares the data to create a comprehensive view of the customer.

 

Better approach…better outcomes

                   
       

Create customer insight. Most comapnies have simple analytics that tell you what was and what is, but few have

Rich Learn Martino More!

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Sr. VP of Market Information and

 

an accurate view of what will be, why and what to do about it. Exploit predictive analytics to truly understand

Research, U.S. Bank

   

customers—not just past behaviors, but likely future preferences and purchase patterns. Then you can antici-

 

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pate their needs, improve customer retention and find smart ways to cross-sell and up-sell.

                           
 

About SAS

 

Profile and segment customers. Develop effective customer profiles and segments based on customers’

       

historical behavior, profitability and future potential. Don’t just use segments to support product-push campaigns, but to predict customer needs and respond accordingly.

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Table of Contents

   

Insight

Interaction

Interaction

 

Improvement

 

How to Lose Customers in Five Easy Steps

   

Choreograph interactions to improve the customer experience at every touchpoint.

       
 

The ve steps to failure

                       
                           

Why Time are for “treatment a new approach: tracks”

an important The three I’s of basis marketing for

The opportunity

Customers expect to receive a consistent experience across every channel and the sense that the company knows

customer strategies? Three I’s = interaction One customer-centric,

closed-loop business model

 
 

them, whether they’re interacting via direct mail, the Web, customer call center or in person at a branch office.

       

The challenges

               

Insight

               

Why are “treatment

Interact

tracks” an important

basis for customer

Improve

Technologies that enable a best-

view video clip

Summary:

(31 seconds)

 

With thousands of campaigns to manage, spanning hundreds of customer segments and dozens of media chan-

 

nels and markets, many institutions settle for scattershot marketing. When customer interaction data is scattered

 

around in data silos, it can be difficult or impossible to get a complete view of activities across the spectrum. It’s

 

even difficult to know when not to communicate—when to pull back to avoid potentially alienating the customer.

interaction How do you get strategies? there?

 
                     

practice approach

 

The key steps

               
 

Develop and optimize segment strategies. What unique treatments should each customer receive? What’s the best

 

bundling of price and promotion? What is the best strategy for up-selling, cross-selling and retention efforts?

 

Better approach…better outcomes

 
       

Armed with richer customer insight and targeted customer segments, marketers are becoming more selective

Jeff Learn Gilleland More!

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Global Strategist, SAS

 

and scientific about where they invest resources—and, in some cases, which customers they will even accept.

       

Engage effectively with customers. Naturally, marketing success stems from targeting the right customers

 

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with the right offers at the right time—even in real time—while prudently avoiding spending on unprofitable

                           
 

About SAS

   
       

prospects. With deep customer insight, you can effectively manage the customer dialogue across multiple prod- ucts and channels, balancing the realities of budgets, sales capacity and other constraints.

6

       

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Table of Contents

   

Insight

Interaction

 

Improvement

 

How to Lose Customers in Five Easy Steps

   

Improvement

Don’t just defend marketing performance; actively and continuously improve it.

       
 

The ve steps to failure

                       
                           

How Time does for a the new approach: ability to measure, The three I’s of learn marketing and

 

The opportunity

The results of every campaign can be captured to help refine customer segments and marketing activities the next time

       

improve competitive Three I’s translate = One advantage? customer-centric, into

closed-loop business model

 

around, for a continuous cycle of improvement. Furthermore, spend that shows proven results gets budgeted again, gets applied wisely where it will deliver optimum returns, and then is more likely to be increased.

                           

Insight

The challenges

               

How does the ability

to measure, learn

Interact

and improve translate

Improve

into competitive

                 
 

Measurement and accountability are hard sells in creative organizations. But the only way to be sure you’re on track

 

is

to prove it. Even when marketing appreciates the need for measurement, it isn’t easy. Marketers are often forced

 

to cobble together data from sales, marketing research, syndicated databases and other fragmented sources just to create

advantage? How do you get there?

 

a

composite view of what (you thought) was happening. And it is usually a rear-view effort to support the annual plan,

 

Technologies that enable a best- practice approach

not a tool to guide real-time course improvements or to show credible ROI.

view video clip

 

The key steps

               

Summary:

(56 seconds)

Meaningful and ongoing improvement requires excellence on three fronts:

     
 

Better approach…better outcomes

     
       

Measure and report on all aspects of the marketing organization to align activities to strategies and goals, and to

Jeff Learn Gilleland More!

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Global Strategist, SAS

 

improve performance and accountability.

                           
 

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Optimize investment across direct and indirect marketing. Analyze and optimize marketing mix elements, such as advertising,

       

promotion and pricing…media plans by medium and market…and customer segmentation and treatment strategies.

 

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Continuously learn and improve through a closed-loop system—leading to a knowledge-based relationship with your customers that will differentiate you from the rest.

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Table of Contents

   

How do you get there?

     
 

How to Lose Customers in Five Easy Steps

   

Start small. Assemble an integrated technology platform.

     
       

Evolve in stages. You don’t have to do a flash cutover to a new business model. You can implement technologies

 

The ve steps to failure

   

in low-risk stages. Each investment builds on the previous one. You can test pilot programs within a single depart-

       

How Time did for U.S. a new Bank approach:

 

ment or customer segment—and then roll them out more broadly as they prove their value.

evolve The three from I’s of silos marketing of product-

                   

centricity customer-centricity? Three I’s = to One enterprisewide customer-centric,

closed-loop business model

 

Integrate technology into a whole. You’ve gathered by now that the Holy Grail of customer value depends on

 

big-picture perspective. If you want customers to place more faith (and dollars) in your company, you have to

       

understand and manage the total relationship—spanning contact channels, products, related entities and time.

Insight

                   

How did U.S. Bank

evolve from silos

Interact

of product-centricity

to enterprisewide

Improve

Technologies that enable a best-

view video clip

 

So the last thing you want is niche software components that don’t play well with others.

   
       
 

With today’s technologies, function-specific components can be integrated into a single, synergistic system.

 

Information flow then transcends functional silos, organizational boundaries, computing platforms and specialized

customer-centricity? How do you get there?

 

tools. Decisions can be made rapidly with full knowledge of underlying context and hidden interdependencies.

practice approach

                     
                     

Summary:

(2 minutes 4 seconds)

                   
 

Better approach…better outcomes

                   
                           

Rich Learn Martino More!

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Sr. VP of Market Information and

 

»

Let’s take a closer look at the integrated technologies needed to realize the full potential of the three I’s.

       

Research, U.S. Bank

           
 

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Table of Contents

     

Technologies that enable a best-practice approach

           
 

How to Lose Customers in Five

                 
 

Easy Steps

                               
 

The ve steps to failure

     

»

Enabling Technologies — Deepen Customer Insight

Click on the text in blue to learn more about the specific technologies that support

       
         

the

three interdependent parts of a customer intelligence marketing platform.

   

Why Time do for recent a new approach: advances in technology The three I’s of marketing make this

an a marketer? exciting Three I’s = One time customer-centric, to be

     

Data integration lets you pull data from nearly any source and applies proper data quality

   
   

techniques to ensure customer information is in the best possible state. insight is about deepening your understanding of individual customers and treating customers

Customer

   

closed-loop business model

   

as individuals. It Online requires Insight technologies helps you to get integrate the most and out analyze of your data e-business across products channels and and channels. improve To maximize

 
   

Enabling Technologies — Choreograph Customer Interactions

success, you need tight integration between your customer insight and customer interaction technologies.

the effectiveness of your marketing campaigns.

   

Insight

                             

Why do recent

advances in

Interact

technology make

Improve

this an exciting time

to How be do a you marketer? get there?

   

Customer

interaction is about managing customer dialogue. Interaction technologies include marketing mix

Campaign management technology can help you produce and manage more intelligent lists

Forecasting allows you to identify previously unseen trends in customer data – helping you

   
   

so you send the right offers to the right customers across your channels.

to make marketing decisions accordingly.

optimization, behavioral triggers, digital marketing and real-time decision making (to name a few). These

   
   

interaction

integration

technologies E-mail/mobile are only marketing as good delivers as the customer large-scale insight multimedia that fuels messaging them—which capabilities leads us – including back to the

Social Marketing Analysis identi es patterns and gleans intelligence from enormous

imperative. e-mail, volumes SMS, of text. MMS and WAP – within single-channel or multichannel marketing campaigns.

   
       
     

Technologies that enable a best-

 

Enabling Technologies — Continuously Improve Marketing Performance

Improving marketing Event triggers performance send alerts is to about let you measuring know when and it’s reporting most appropriate what matters. to reach It’s about out to aligning your

organizational activity around actions that create value with the customers that matter most. It’s about

Marketing performance reporting surfaces specific metrics based on individual user needs

customers.

   

practice approach

 

s lets you associate costs with revenue and actively manage

   

view video clip

       

Summary:

(2 minutes 43 seconds)

 

integrating

the learning and allows that you occurs to drill with down every for customer a deeper understanding interaction—which of performance again leads and us any back other to the

   
 

Better approach…better outcomes

 

integration

imperative.

Real-time decision making improves revenue and retention by optimizing every customer

potential issues.

Customer Analytics provides descriptive and predictive insight through response models,

   
             

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Global Strategist, SAS

     

interaction churn analysis, through customer real-time value delivery analysis of decisions and more. and recommendations. Marketing mix optimization helps you track and improve the effectiveness of your marketing

   
           

investments – and quantify the ROI of marketing activities.

Optimization enables you to maximize overall value by determining which offer to send to each

Credit risk analysis and assessment capabilities help you develop and track accurate credit

   
 

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customer risk scores. while considering factors such as contact strategy, budget and channel constraints.

marketing best practices in areas such as business/finance, marketing program, customer

   
           

Marketing metrics and scorecards ideally offer prebuilt marketing KPIs incorporating

   
 

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and marketing processes.

   

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Table of Contents

   

Summary:

Better approach

better

outcomes

   
 

How to Lose Customers in Five Easy Steps

       
       

What to do:

   

What you’ll gain:

       
 

The ve steps to failure

   

Deepen customer insight.

 

A 360-degree view of customers spanning all contact channels, products

           
 

Time for a new approach:

The three I’s of marketing

           

and services.

           

Accurate customer segments (the basis for “treatment tracks”) and fore-

                 

knowledge of customer behaviors.

 

Three I’s = One customer-centric, closed-loop business model

         

Accurate assessments (and scoring) of present and lifetime customer value.

                           
 

Insight

 

Choreograph better interactions.

• Steadily improved returns from marketing campaigns with each iteration.

       
 

Interact

         

Marketing programs synchronized across units, product lines and channels.

 

Improve

         

Triggered in real time by various customer milestones or behaviors.

               

Profitable interactions.

     
 

How do you get there?

                     
       

Measure to gain continuous improvements.

           
 

Technologies that enable a best- practice approach

 

Campaign results automatically plowed back into ongoing improvements.

Quantifiable proof of the results from marketing spend.

               

Optimized ROI, given available budget, channel capacities and other

 

Summary:

Better approach…better outcomes

           

constraints.

                       
                           
 

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White papers

 

Integrate technologies and processes.

• A cohesive, enterprisewide marketing platform that spans customer groups, products and channels.

                 

A foundation for customer-centricity even in the most product-centric organizations.

 

Webcasts

           
                           
 

About SAS

                     
                           

10

       

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HOW TO LOSE CUSTOMERS IN FIVE EASY STEPS

                         
 

Table of Contents

   

Learn more!

Customer-centricity is a journey. The following white papers and Webcasts will give you ideas on how to get going,

 

How to Lose Customers in Five Easy Steps

   

how to avoid obstacles and how to keep detours to a minimum.

       

White papers:

               
 

The ve steps to failure

                   
       

Competing on Customer Intelligence

           
 

Time for a new approach:

The three I’s of marketing

             
   

Building Competitive Advantage Based on the Three I’s of Marketing

       
 

Three I’s = One customer-centric, closed-loop business model

 

integrating technology to achieve competitive advantage.

       
                           
 

Insight

 

Customer Experience Maturity Monitor

           
                   
 

Interact

 

The State of Customer Experience Capabilities and Competencies

 

Improve

 

This research report from SAS, Peppers & Rogers and Jubelirer Research provides insights into building authentic

       

and pro table long-term customer relationships.

 

How do you get there?

                     
                           
 

Technologies that enable a best- practice approach

 

The Total Economic Impact of SAS Marketing Automation

This study illustrates the nancial impact of implementing SAS Marketing Automation in the credit/debit cards

       

business, in one European country, for a global retail and commercial bank.

 

Summary:

Better approach…better outcomes

 
                       
                           
 

Learn More!

White papers

                     
                           
 

Webcasts

                     
                           
 

About SAS

                     
                           

11

       

Printer-Friendly

       

HOW TO LOSE CUSTOMERS IN FIVE EASY STEPS

                         
       

Learn more!

           
 

Table of Contents

   

Webcasts

               
 

How to Lose Customers in Five Easy Steps

   

Tips from the Trade - How to Execute Campaigns That Deliver ROI

   
                           
 

The ve steps to failure

   

In this Webcast, we explore how successful companies are enhancing their approach to campaign management to

       

operate more effectively, including segmentation techniques, contact policy management, and using predictive

 

Time for a new approach:

The three I’s of marketing

 

analytics to drive decision making.

                       
                           
 

Three I’s = One customer-centric, closed-loop business model

 

Tips from the Trade – Competing on Web Analytics

       
       

This Webcast features a panel of thought leaders who will discuss best practices in online analytics.

 

Insight

 

It explores how a successful online analytics strategy is built upon specific key performance indicators,

       

integration of online and offline data and appropriate use of social networking sites.

 

Interact

                     
 

Improve

 

Stop Guessing - Start Knowing: Strategies to Optimize Your Marketing Campaigns

 
                           
 

How do you get there?

 

Our expert guests will tell you how integrating customer value into your business model can improve both

       

short- and long-term pro tability – and why customer value management is so critical to your organization’s

 

Technologies that enable a best- practice approach

 

long-term success.

                           
 

Summary:

Better approach…better outcomes

                     
                       
                           
 

Learn More!

White papers

                     
                           
 

Webcasts

                     
                           
 

About SAS

                     
                           

12

       

Printer-Friendly

       

HOW TO LOSE CUSTOMERS IN FIVE EASY STEPS

                   
 

Table of Contents

                 
 

How to Lose Customers in Five Easy Steps

                 
                     
 

The ve steps to failure

                 
                     
 

Time for a new approach:

The three I’s of marketing

               
     

About SAS

       
                 

Why Three partner I’s = One with customer-centric, SAS?

closed-loop business model

           
                     

Insight

             

Interact

Why partner

Improve

with SAS?

How do you get there?

Technologies that enable a best-

view video clip

               
   

SAS is the leader in business analytics software and services, and the largest independent

   

vendor in the business intelligence market. With innovative business applications supported by

   

an enterprise intelligence platform, SAS helps customers at 44,000 sites improve performance

   

and deliver value by making better decisions faster. Since 1976 SAS has been giving customers

practice approach

   

around the world THE POWER TO KNOW ® . www.sas.com

               

Summary:

(2 minutes 43 seconds)

             
 

Better approach…better outcomes

             
           

Jim Learn Goodnight More!

CEO, SAS

White papers

   

SAS and all other SAS Institute Inc. product or service names are registered trademarks or trademarks of SAS Institute Inc. in the USA and other countries. ® indicates USA registration. Other brand and product names are trademarks of their respective companies. Copyright © 2008, SAS Institute Inc. All rights reserved. 493057.0808

                     
 

Webcasts

               
                     
 

About SAS

               
                     
         

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