ILOG Business Rules Solution Enabling Smarter Customer ...

Abe Cuevas Senior Software Sales, ASEAN WebSphere ILOG Business Rules Software abraham@sg.

ILOG Business Rules Solution Enabling Smarter Customer Offerings

? 2009 IBM Corporation

Start Demo BRMS - Relevancy Across Customer Management Lifecycle

Emphasis on Relevancy Across Customer Management Lifecycle

Challenges

Customer Acquisition

Segment & Extend

Target

Offer

Consistent, focused marketing efforts everyday

Customer/data analytics to drive prospecting in specific segments

Multi-channel marketing strategy

Compelling value proposition for targeted segments

2

Account Opening & Onboarding

Relationship Management

Open Account

Cross- Sell

Retain

CrossSell

Broad discussion of other financial needs/existing relationships

Capture future opportunities

Capture customer interaction preferences

Cross-sell and onboard as appropriate

Increase share of wallet with crossselling

Develop compelling rewards programs by segment

Provide appropriate customer service

Monitor relationship profitability

Prevent attrition by segment

Customer Retention

Problem Retain Resolution

Capture customer feedback during interactions

Implement root cause analyses of service issues

Develop retention offers for valued customers

Coordinate collections and recovery activities across FSI

Source: TowerGroup

? 2009 IBM Corporation

Start Demo BRMS - Relevancy Across Customer Management Lifecycle

Emphasis on Relevancy Across Customer Management Lifecycle

Challenges

Customer Acquisition

Segment & Extend

Target

Offer

Consistent, focused marketing efforts everyday

Customer/data analytics to drive prospecting in specific segments

Multi-channel marketing strategy

Compelling value proposition for targeted segments

3

Account Opening & Onboarding

Relationship Management

Open Account

Cross- Sell

Retain

CrossSell

Broad discussion of other financial needs/existing relationships

Capture future opportunities

Capture customer interaction preferences

Cross-sell and onboard as appropriate

Increase share of wallet with crossselling

Develop compelling rewards programs by segment

Provide appropriate customer service

Monitor relationship profitability

Prevent attrition by segment

Customer Retention

Problem Retain Resolution

Capture customer feedback during interactions

Implement root cause analyses of service issues

Develop retention offers for valued customers

Coordinate collections and recovery activities across FSI

Source: TowerGroup

? 2009 IBM Corporation

The First ? Significance of Event

Start Demo

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? 2009 IBM Corporation

The Second ? Relevance to the customer

Start Demo

The customer feedback is clear: ? It is not acceptable to communicate with all of us because you think only some of us might be interested. ? Only communicate when you know it is a good time - because something has changed.

? Right Time, Right Customer, Right Offer Else...

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? 2009 IBM Corporation

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