Great Customer ExperiencesStart with Great Customer Data

By 2020, customer experience will overtake price & product as the key brand differentiator

1

What’s the cost of not competing on experience?

U.S. businesses lose an estimated $83 billion in sales annually due to poor customer experiences.2

Customers want a consistent customer experience from your marketing, sales, and customer service teams. But many businesses

have dif�culty delivering this because of fragmented and inconsistent customer information across systems.

Without a robust enterprise data ‘value chain’, 80% of your customer data will be wasted.

8

Our average customers struggled with:

How to future-proof your customer centric strategies & strategically manage your trusted customer pro�les

Are you customer ready?

It’s time to rethink how you manage, validate, and share your customer data

Our average customers achieve these results:

Your ability to deliver great customer experiences is limited when your customer data is fragmented,

inconsistent and disconnected.

To deliver great customer experiences, you need to fuel marketing, sales and customer service applications and analytics with a Next-Gen Customer360 View

that’s based on clean and connected customer data from across the business.

360º

Some of the information represented here are examples of what we at Informatica have seen in our projects with companies that are implementing a Total Customer Relationship solution.

1 By 2020, customer experience will overtake price and product as the key brand differentiator.  http://www.walkerinfo.com/customers2020/

2 US Businesses lose an estimated $83 Billion in sales annually due to poor customer experiences. http://www.customerexperienceboard.org/resources/facts

3 Ninety-one (91%) of dissatis�ed customers will not do business with a brand that failed to meet their expectations. http://customerthink.com/10-need-to-know-customer-dissatisfaction-stats/

4 On average, loyal customers are worth around 10x the value of their �rst order. http://customerthink.com/a_ton_of_scary_custexp_quotes_and_stats/

5 Marketing departments in large companies use an average of 65 different applications. http://www.forbes.com/sites/benkepes/2014/07/31/latest-enterprise-application-use-survey- results-more-use-more-risk/

6 50% of sales development organizations leverage 5 or more technology applications. http://blog.topohq.com/11-sales-development-strategies-for-high-growth-companies/#sthash.u OMb0HOp.dpuf

7 86% of call center agents access >3 applications to help a customer. http://www.callcentrehelper.com/poll-how-many-applications-do-your-agents-need-to-help-a- customer-38310.htm

8 80% of customer data will be wasted due to immature enterprise data "value chains." http://www.customerexperienceboard.org/resources/facts

Ninety-one (91%) of dissatis�ed customers will not do business with a brand that failed to meet

their expectation.3

On average, loyal customers are worth around 10x the value of their �rst order. 4

siloed customer information systems

of contacts with wrong postal address

($50M dollars in wasted mail costs)

duplicate customer records

of accounts inactive a week per employee to mitigate data issues

20-30 40% 40-50%

40% 12 hours

i

10x

Marketing departments in large companies use an average of 65

different applications.5

apps in marketing

65

50% of sales development organizations leverage

5+ technology applications.6

apps in sales

5

86% of call center agents access >3 applications to

help a customer.7

apps in customer service

3

1 2 3 4 5 6 7

Locate the systems across your business that have

critical customer data

Correct inaccuracies, �x incomplete �elds and

standardize your data

Identify duplicates and consolidate into a single,

trusted customer pro�le

Validate customer contact data so you can

reach your customers

Enrich pro�les with 3rd party demographic, �rmographic,

social and market data

Discover relationships between your customers and the people,

places and things that matter most

Deliver trusted and relevant information to the people, processes

and applications that need it

Great data

Great customer experience

91%

increased spend from loyalty members

boost in marketing campaign effectiveness

improved lead to opportunity conversion rates

improved in cross-sell and up-sell success