Occam Overview What How Why Bob Barker Marketing Director 26 th January 2012 Sort out title page Solid blue is too solid Font dictated by group on business cards, don’t have to use here

Occam’s Philosophy What How Why

Occam’s Philosophy What How Why

Marketing Campaigns Marketing/CRM Infrastructure A joined up customer experience Brand Existing InvestmentComplexity Just get stuff out Lack of resource Understanding a range of customers Its all going Digital Competition from everywhere Growing Data Business Demands Profitable Customer Relationships Why? – Demands on marketing multiplying Differentiation? Tidy

Why? – Customer channel explosion

Drive Efficiency Save Money Enhance Brand Why? Specific Business challenges Make Money Take Control Fit better see issue with slide 18

Occam’s Philosophy What How Why

How – Build a Customer Engagement Architecture Understand Engage Grow Customer Engagement Architecture Get colour right for U, G, E

UNDERSTAND Your customers better UNDERSTAND Your customers better How - Market to three basic types of customer channel Traditional Online Socially Connected GROW the value of your customers GROW the value of your customers ENGAGE your customers as individuals ENGAGE your customers as individuals

Engagement Architecture & Services Engagement Architecture & Services How – Design an Engagement Architecture & Approach Understand Customers Products Channels Marketing MI/Reports Grow Triggers Offers Timing Multi - Channel Optimise Engage 1 to 1 Dialogue Targeted Segmented Retention Loyalty Application Platform(s) Data Transfer Data Enhance & Acquire Data Store Business Challenge Commercial Context Profitable Engagement Intelligent, expert & practical support services answering business pain & creating value Profitable Engagement Intelligent, expert & practical support services answering business pain & creating value Engagement Platform Scalable, efficient & adaptable solution Engagement Platform Scalable, efficient & adaptable solution Get colours right. On U, G, E, tweak design e.g. the arrows, insure business issue box will print on top

Occam’s Philosophy How Why What

STAGEMassSegmentedTriggered1:1 Dialogue Conversational Characteristics Outbound mass marketing directed by the business. Outbound marketing informed by segment and directed by the business. Outbound marketing triggered by behaviour, informed by segment and co-created by marketing and business teams. Inbound and outbound marketing aligned to the individual, triggered by behaviour, informed by segment and co-created by marketing and business teams. Real time conversational marketing across social, online and offline channels. Automated, based on content curation, Engagement personas and real time analytics Typical Marketing Evolution UNDERSTAND GROW ENGAGE What – look at current levels of marketing technology maturity

What: UNDERSTAND EvaluationTargeting Segmentation Prediction Use understand icon in centre

What: GROW Current Customer Successful Upsell Life Stage Event Appropriate Cross- Sell Targeted On-line Offer Customer Value Specific examples/approaches Improve design Customer Journey

What: ENGAGE TraditionalOnlineSocially Connected Campaigns Clicks Conversations

What - The Occam Team - Architects Engineers Planners Understand OSDM Methodology Grow INSIGHT Tools Technology Partner Experience Improve design

Some of our clients Add logo like others

Drive Efficiency Save Money Enhance Brand Customer Engagement Design Solutions Make Money Take Control Slick, simple, efficient campaign execution Reduction in cost due to better management of contacts Uplift through improved retention, acquisition & additional income streams Single source of customer contact strategy Improved Retention and Loyalty Fit on slide

Thank you What How Why Customer Engagement Architects Sync design with title slide