T A G C O M M A N D E R

TAGCOMMANDER

� Founded late 2010 in Paris

� Team of 60+ people

� 320+ customers in 17 countries

� +100% YoY growth

� Offices in Paris, Lille, Munich, Milan, and Amsterdam

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T A G C O M M A N D E R

MARTECH & ADTECH LANDSCAPE RELY ON TAGS

� The offer expands continously with more than 3800 solutions in 2016 (+87%)

� The « tag » technology is dominant

� CMOs need to take control over their performance

ENTERPRISE SOFTWARE

150

2011 2012

350

2014

1000

2015

2000

2016

3500 WE HELP CMOS TO SUCCEED IN AN

ENVIRONMENT WITH MORE AND MORE TECHNOLOGY, DATA AND REAL

TIME

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T A G C O M M A N D E R

OUR VISION CORPORATE

ATTRIBUTION

MANAGE

UNIFY

ENGAGE

MEASURE

DATA

TAG

ANALYTICS FOUNDATION

ACCESS TO DATA

360° VIEW CLIENT

PROSPECT

OPTIMIZE INTERACTION « THE RIGHT MESSAGE AT

THE RIGHT MOMENT »

CAMPAIGNS PERFORMANCE

ANALYSIS CLIENT

BENEFITS

I M O V I N G T O W A R D A D A T A D R I V E N M A R K E T I N G

T A G C O M M A N D E R

HOMEPAGE

INTERFACE V6

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T A G C O M M A N D E R

MORE THAN 320 CLIENTS SELECTED US IN EUROPE ENTERPRISE SOFTWARE

FINANCIAL SERVICES

MEDIA & TELCO

SERVICES

FASHON & COSMETICS

TRAVEL & TOURISM

RETAIL

E-COMMERCE

FOOD & BEVERAGE

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CréditNord Europe

Mutuel

Crédit Mutuel Nord Europe - Client case study_10 use cases of data in the banking sector

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Introduction_

Digital and E-CRM Project Managerat Crédit Mutuel Nord Europe

@rdeltombe

Rémi DELTOMBE

5 yearsas Data Projects Manager

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Crédit Mutuel_Nord Europe

Banking &Insurance

Member ofCrédit Mutuel-CIC Group

7 départmentsin the north of France,

Belgium (with Beobank)and Luxembourg

1.7 millioncustomers

in France

A group with557 branches

300 millionpage views

A strategy basedon building customer

loyalty

In numbers 6.7 page viewsper visit

75 millionvisitors per year

including45% via apps

Average of 12visits per month

(20 for apps)

Under 5%bounce rate

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Why the Data Management ?_

Privacy concernscustomers worry about

how their bank uses their data

A problemOnly 18% of customers regularly

visit their local branch.We must find new ways

to learn about our customers

An opportunity6 million monthly visitors.

97% organic traffic.

A goldmine of data

****

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The goal_

in order to targetmarketing campaigns

and inform bank advisorsor call centre operators...

An opportunity to predict customer plans

by identifying interests

… but that is not all!

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Use cases_

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How does it work ?_

All use cases are made possible thanksto an encrypted ID provided by our IT team.

Email triggers

Campaign clicks(banners, emails)

Simulators

Contentpage views

Search enginerequests

Abandonedshopping cart

We collect

High interestin car loans

Strong interestin mortgages

Moderate interestin car loans

Low interestin car loans

We createclusters

Emailcampaigns

Call centres/

branches

Websitepersonalisation

We use clustersin real time

Cross channelreporting

We measure

Big data(6 months)

We store

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Use cases_

#1Website

retargeting

#2Email triggers

#3Call centres

#4Use of marketing solutionsthanks to tag management

#7Customer knowledgeand marketing studies

#8Privacy and permission

marketing

#9Sharing of cookies

#5A/B Testing

#10Reporting andcross channel

attribution

#6Anti-Churn

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#1_Website retargeting

GoalShow personalised

website banners to our customerswhen an interest is identified:

move them into a conversion funnel

Data• search engine requests

• product or categorypage views

• article or guide views

What for?To display a targeted banner

to the visitor thanks to the link betweenour DMP and CMS

ResultsCTR doubled

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#2_Email triggers

GoalAutomatically send an email

when shopping carthas been abandoned

DataAbandoned shopping

carts in a funnel or simulation

What for?To send an email trigger

ResultsEmail performance tripled

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#3_Call centres

GoalCall our customers when

a 'gold' interest is identified

DataAbandoned shopping cart

What for?To pass on customers detailsto our call centre operators

ResultsOver 20% of called customers

accept a meeting with a bank advisor

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#4_Use of marketing solutions thanks to tag management

GoalEasily use marketing solutions

only on customers with an interest in a product and without

the need for IT developers.

DataAll visits that representan interest in a product

What for?• chat services

• polls• other solutions

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#5_A/B Testing

GoalTest personalised banners

that only targeta specific audience

DataAll visits that representan interest in a product

What for?A/B Testing

only on targeted audience

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#6_Anti-Churn

GoalIdentify and call

unhappy customers

Data• search engine requests :

"terminate", "close" "complaint"• visits to complaints page

What for?We pass these customerson to our claims service

and they call them

Results2,000 customers identified in 6 months

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#7_Customer knowledge and marketing studies

GoalTo better understand customer

behaviour on our website

DataAll visits and clicks

What for ?To perform marketing studieson these customers so as to

better understand them and adapt ads

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#8_Privacy and permission marketing

GoalTo be transparent withcustomers regardingthe use of their data

and yo ask for feedbackon relevancy

DataTheir feedback

on the relevance ofour personalised ads

What for?We ask our targeted audience:

Is this ad relevant? If 'yes', then the interest becomes gold.

If 'no', the interest is deleted

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#9_Sharing of cookies

GoalFind partners and shareinformation on interest

provided by cookies

DataFor example, cookies from

insurance comparison websites.We can use the same ID

as other partnersof Tag Commander.

What for?If a customer is visiting

an insurance comparison website,they may want to terminate

his contract andpurchase new insurance.

ResultsThis use case will be tested

by the end of the year

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#10_Reporting and cross channel attribution

GoalAnalyse the impact

of our use cases on call centre and

branch sales

Data• Export all customers targeted

by a campaign• Every customer group

is sorted by interest level

What for?We measure the impact of the

internet channel on salesafter one month. The higherthe interest, the higher the

attribution to theinternet channel.

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Conclusion_

“Thanks to Data Management, the only limit

is creativity”

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Thank you for your time !

THANKS_