《数字营销资料》PPT课件.ppt

Tealeaf Customer Experience Management for Digital Channels,600+Enterprise Customers;30%of Fortune 100 Increase web and mobile conversion rates Reduce IT and support costs Improve customer satisfaction and retention Improve customer service efficiency,Tealeaf-The Leader in Online Customer Experience Management,Improving online customer relationshipsone experience at a time,2012 IBM Corporation,Many industries use IBM Tealeaf for transactional and self service sites,“The companies that focus on customer experience are the ones that will win”MandMDirect,4,“We absolutely want to give our customers the best possible online experience so they continue to fly with us”US Airways,Removing sources of customer“struggle”,Usability issues,Application issues,Site errors,System issues,Make the online experience better by:,6,Tealeaf Captures Every Customer,Every Interaction,Every Time for both Web and Mobile,Filling the Gap:Requires VisibilityInto Actual Customer Experience,2012 IBM Corporation,9,Tealeaf:A Video Camera on Every Customers Shoulder,Identifying Customer Obstacles,Why did the customer abandon session?,What is the reason for failed transactions?,How can I immediately know about issues and retarget those who suffered?,What is the business loss due to each error,Is there a trend for failures?(device?Browser?OS?,How can I understand customer obstacles?,AnswersCapabilities to Quantify and Act on Obstacles,Quantify the Financial Impact of an Obstacle,Revenue Impact Analysis,Discover Every Impacted Desktop and Mobile Customer,Analyze Impacted Sessions for Anomalies or Similarities,Root Cause Analysis,Follow Up with Impacted Customers,Customer&Revenue Recovery,2012 IBM Corporation,IBM Tealeaf solutions are already helping organizations succeed with mobile marketing and mobile commerce,Discover“why”mobile customers succeed or failAutomatically detect customer struggles,obstacles or issuesDrill down into actual user behavior,complete with gesturesTranslate customer feedback into actionable improvementsCorrelate customer behavior with network and application data Integration with Worklight Application,Native Apps,Hybrid Apps,HTML5,Mobile Site,IBM Tealeaf CX Mobile covers each mobile channel,13,Tealeaf The Leader in CEM for Mobile Commerce,Blending quantitative and qualitative digital analytic capabilities leads to vastly improved customer experiences,Qualitative digital analytics(“Why”),Tealeaf and Web Analytics 1+1=3!,Qualitative(“Why”),Use Case-$10m+Revenue Loss Avoidedin a Single Day!,Discover whats working,what isnt-and WHY,Visibility into user success&failuresDetect obstacles or issues without relying on user feedbackUnderstand your DIGITAL usage across the user base,site and appsIdentify cause without having to update or re-launch your services Accelerate time-to-marketStop waiting on user feedback before making improvementsRapidly evaluateDIGITAL features adoption,success&failure pointsEliminate poor quality to deliver winning DIGTIAL servicesMake the right DIGITAL investmentsSee the actual usage of DIGITAL services rather than the expected Quantify business impact to prioritize decisions:fix,invest,remove,Tealeaf helps you optimize your investment on all Digital Channels,Who uses Tealeaf?,Pure-play,Multi-channel,UK&Europe,Note:Tealeaf only uses the names and logos of customers who have given us prior permission.,30%of Fortune 100companies rely on tealeaf,Tealeaf Providing Real Benefits*,18,Questions?,20,Contact us:Lawrence Luo(罗文强)86-186-1188-5959 Julian T,