How_to_demo_Tealeaf.pdf

7/27/2019 How_to_demo_Tealeaf.pdf

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Tealeaf for Partners:How to demo and sales tools webcast

Brian StraussDirector of Field Engineering, Americas


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Webcast Agenda

2

Sales Demo Uses (how we use in the field andwhy it's do impactful)

Sales Demo vs. Other tools

How we demo - The Tealeaf Overview & Demo

How to get certified

Key Contacts - Schedule your training today!


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Demo Agenda

3

Introductions

Customer Experience Management & Tealeaf

Product Demonstration

Tealeaf Usage and Focus Trends

Integration Level of Effort and Timeline

Q&A / Next Steps


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2012 IBM Corporation

12+ Years Defining Customer Experience Management450+ Customers | Strength in Financial Services

Retail

1/3 of all InternetRetailers > $100M

7 of Top 10

Over 40 P&CInsuranceCompanies

Insurance

10 of 12 MostBooked Travel

Portals50% US Airlines

Travel

All Major U.S.Carriers

Telco / CableFinancial Services

8 of 10 LargestU.S. Banks

4
http://www.rogers.com/http://www.directv.com/http://www.comcast.com/http://www.tui.com.uk/http://www.esurance.com/http://www.unitrindirect.com/http://images.google.com/imgres?imgurl=http://www.hhh.umn.edu/centers/stpp/events/innovation2008/images/best-buy-logo.jpg&imgrefurl=http://www.hhh.umn.edu/centers/stpp/events/innovation2008/index.html&usg=__bQ7m8GLjmzcSrSZyT0DYyla5aUE=&h=262&w=399&sz=19&hl=en&start=2&um=1&tbnid=LYdjWW0V8GPSqM:&tbnh=81&tbnw=124&prev=/images?q=best+buy&hl=en&rlz=1W1GGIT_en&sa=N&um=1http://www.neimanmarcus.com/http://www.bluefly.com/


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Bad customer

experiences are moredangerous than ever

7


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Business Team

BusinessTrends

FunnelReports

7/23/2005,0:06:31,192.168.1.207,-,10.10.20.47,80,GET,/store/,-,302,405,460,10,Mozilla/4.0+(compatible;+MSIE+6.0;+Windows+NT+5.1),-,,-

7/23/2005,0:06:32,192.168.1.207,-,10.10.20.47,80,GET,/store/Default.asp,-,200,13631,461,1122,Mozilla/4.0+(compatible;+MSIE+6.0;+Windows+NT+5.1),-,,-

1 2 3 4

#550356 $54.72

#864021 $89.12

#756053 $129.12

#173460 $12.00

#783452 $7.32

IT Team

ServerLogs

PerformanceMetrics

TransactionLogs

The GapNo Visibility into Why Customers Succeed or Fail

But why did customerssucceed or fail

on our site?

Customer Service

Customer Calls

Customer Emails

To: Customer Service

Your site lost myshopping cart .

CustomerSurveys

[+]


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Web & Mobile Channels Reduce

People to Data

See Your Digital ChannelsThrough the Eyes of

Your Customers


8/21 2012 IBM Corporation

Tealeaf. See Your Digital Channel Through the Eyes of YourCustomer. Every Customer. Every Interaction. Every Time.

10

All actions

All interactions

All customerexperienceobstacles



Immediate Awareness to Eliminate FurtherStruggle and Make More Customers Successful



Refuse to compromise:Extend your insight into the mobile web*

http://mobileweb.com

* Requires CX Mobile & cxOverleaf



cxOverleaf complement your existing Tealeafproductsby providing a more complete view of the customer

CUSTOMER INTENT(Usability Analytics)

CUSTOMER ACTION(Transaction Analytics)


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2012 IBM Corporation14

Demonstration


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Tealeaf Architecture On Premise Software

SPAN port,Mirror port

Or Tap

Tealeaf CX Capture

Decrypt Privacy Assemble

Firewall

Switch, Router,Load Balancer,

Firewalls

Existing Customer EnvironmentWeb Servers

Application ServersDatabases

Tealeaf CX Datastore

Inspect Event Correlate

Index Archive

Tealeaf CX Extended Rich Internet Apps Heavy JavaScript

Tealeaf CX Mobile Mobile Sites Mobile Apps

Internet

Tealeaf ModulescxImpactcxViewcxRevealcxMobilecxOverstat (UX)

cxConnect DatacxConnect WAcxConnect VOC


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2012 IBM Corporation16

Benefits and ROI


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Across the Enterprise

Issue Identification& Resolution

Dispute & FraudInvestigation

Customer ServiceOptimization

AdvancedAnalytics

Site UsabilityMonitoring

Conversion RateOptimization

Tealeaf: Value Across the Enterprise


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Typical Benefits (as described by Forrester)

1%+ improvement in customer retention ratesfrom better site experience.2

60%+ reduction in support costs associated with

problem reproduction and resolution.

3

3.5%+ increase in site conversion rates.

1

10%+ reduction in support costs associated withbetter prioritization of site projects and projectavoidance.

5

0.5%+ improvement in average order value frombetter customer experience.

4

18


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Summary of Tealeaf Key Features

Enables rapid identification, diagnosis, and resolution ofsite obstacles & customer struggle2Provides the ability to quantify the business impact ofany given issue for more effective resource prioritization3

Real-time visibility into the actual customer experience

1

Seamless integrations with other digital optimization &CRM systems5

Facilitates usability optimization efforts4

19

Enables targeted marketing (i.e. order recovery) andpersonalized content delivery based on customer actions6


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Three-Year Risk Adjusted ResultsROI: 512%

Payback Period: 2.6 months

Total Net Present Value: $7,633,214

Source: A commissioned study by Forrester Consulting, The Total Economic Impact of Tealeafs Customer Behavior Analysis Suite. July 2010

Benefits Quantified in Study

Increased Conversion Rate 3.5%

Increased Average Order Value 0.5%

Improved Retention Rate 1%

Reduced Problem Resolution Time 60%

Reduced Incidents (Project Avoidance) 10%

Reduced Disputed/Fraudulent Chargebacks 0.05%

Results calculated from interviewswith 4 cross-vertical customers &market research.

Summary: 3-Year ROI

$(1,000,000)

$-

$1,000,000

$2,000,000

$3,000,000

$4,000,000

$5,000,000

$6,000,000

Initial Year 1 Year 2 Year 3

Reduction in chargeback transactions

Reduction in IT costs for project avo idance

Reduction in IT costs for problem resolution

Incremental revenue from improved retention rate

Incremental revenue from increased order va lue

Incremental revenue from increased conversion

Total yearly costs for Tealeaf

Note: Benefits found in this study were not risk adjusted and were achieved over a three year period.

Total Economic Impact of Tealeafs CBA SuiteRisk Adjusted Payback in Under 3 Months


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Quantify & Respond to Experiences That Matter

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Conversion Rate: 51%

Conversion rate

control group:Conversion rate study group: -

Control Group

Total no. of sessions where userproceeds to purchase page

No. of sessions where usercompletes purchase:

Conversion Rate: 0%

Study Group

Total no. of sessions where usergets error message

No. of sessions where userpurchases despite error message:

42

09,227

18,046

51%0%

51%

51% of the 42 users affected in study groupshould have converted = 21 users

Annualized opportunity cost: $4,599,000

Average booking value:

Number of daily impacted users:

$600

X21

OPPORTUNITY

IMPACT

Daily impact: $12,600


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Steps to Certification

Reach out to your Tealeaf Channel Leader They will provide the certification materials and kick-offthe process.

Review the Materials and watch the video:

Sales Reps: this link includes both an introductory power point presentation AND the demo:

https://tealeaf.webex.com/tealeaf/ldr.php?AT=pb&SP=MC&rID=66088057&rKey=6a3bf8f7457e

ff40

Pre-sales: you can watch a shorter version that just focuses on the demo. Its your choice:

https://tealeaf.webex.com/tealeaf/ldr.php?AT=pb&SP=MC&rID=51746652&rKey=15734127bfe

ae962

Practice: Walk through presentation and demo script (both attached) and give a presentation to

yourself in the mirror, to your colleague, a friend, or your favorite pet.

Ask Questions: Schedule 30-60 min con call where you can ask questions to clarify any points with

a Tealeaf SE

Formal Certification: Schedule 30 minute test with Tealeaf SE

22
https://tealeaf.webex.com/tealeaf/ldr.php?AT=pb&SP=MC&rID=66088057&rKey=6a3bf8f7457eff40https://tealeaf.webex.com/tealeaf/ldr.php?AT=pb&SP=MC&rID=66088057&rKey=6a3bf8f7457eff40https://tealeaf.webex.com/tealeaf/ldr.php?AT=pb&SP=MC&rID=51746652&rKey=15734127bfeae962https://tealeaf.webex.com/tealeaf/ldr.php?AT=pb&SP=MC&rID=51746652&rKey=15734127bfeae962https://tealeaf.webex.com/tealeaf/ldr.php?AT=pb&SP=MC&rID=51746652&rKey=15734127bfeae962https://tealeaf.webex.com/tealeaf/ldr.php?AT=pb&SP=MC&rID=51746652&rKey=15734127bfeae962https://tealeaf.webex.com/tealeaf/ldr.php?AT=pb&SP=MC&rID=66088057&rKey=6a3bf8f7457eff40https://tealeaf.webex.com/tealeaf/ldr.php?AT=pb&SP=MC&rID=66088057&rKey=6a3bf8f7457eff40


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Tealeaf Channel Team Who to Call?

Jessica S. White

Global Partner Leader

IBM Software [email protected]

Tamer Osman

Channel LeaderNorth America


Paul Shackleton

Channel LeaderEurope

IBM Software [email protected]+44 7980 445017

James Moncure

Strategic Alliance ManagerWorldwide


Channel SalesEnablement

Channel Sales NA Channel Sales Europe Systems Integrators,Digital Agencies, GMUChannel Sales

All geographies

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