Companies that offer subscription-based services (such as telecom and electric utilities) must evaluate the tradeoff between month-to-month (MTM) customers, who yield a high margin at the expense of lower lifetime, and customers who commit to a longer-term contract in return for a lower price. The objective, of course, is to maximize the Customer Lifetime Value (CLV). This tradeoff must be evaluated not only at the time of customer acquisition, but throughout the customer's tenure, particularly for fixed-term contract customers whose contract is due for renewal. In this paper, we present a mathematical model that optimizes the CLV against this tradeoff between margin and lifetime. The model is presented in the context of a cohort of existing customers, some of whom are MTM customers and others who are approaching contract expiration. The model optimizes the number of MTM customers to be swapped to fixed-term contracts, as well as the number of contract renewals that should be pursued, at various term lengths and price points, over a period of time. We estimate customer life using discrete-time survival models with time varying covariates related to contract expiration and product changes. Thereafter, an optimization model is used to find the optimal trade-off between margin and customer lifetime. Although we specifically present the contract expiration case, this model can easily be adapted for customer acquisition scenarios as well.

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Managing the large-scale displacement of people and communities caused by a natural disaster has historically been reactive rather than proactive. Following a disaster, data is collected to inform and prompt operational responses. In many countries prone to frequent natural disasters such as the Philippines, large amounts of longitudinal data are collected and available to apply to new disaster scenarios. However, because of the nature of natural disasters, it is difficult to analyze all of the data until long after the emergency has passed. For this reason, little research and analysis have been conducted to derive deeper analytical insight for proactive responses. This paper demonstrates the application of SAS^® analytics to this data and establishes predictive alternatives that can improve conventional storm responses. Humanitarian organizations can use this data to understand displacement patterns and trends and to optimize evacuation routing and planning. Identifying the main contributing factors and leading indicators for the displacement of communities in a timely and efficient manner prevents detrimental incidents at disaster evacuation sites. Using quantitative and qualitative methods, responding organizations can make data-driven decisions that innovate and improve approaches to managing disaster response on a global basis. The benefits of creating a data-driven analytical model can help reduce response time, improve the health and safety of displaced individuals, and optimize scarce resources in a more effective manner. The International Organization for Migration (IOM), an intergovernmental organization, is one of the first-response organizations on the ground that responds to most emergencies. IOM is the global co-load for the Camp Coordination and Camp Management (CCCM) cluster in natural disasters. This paper shows how to use SAS^® Visual Analytics and SAS^® Visual Statistics for the Philippines in response to Super Typhoon Haiyan in Nove mber 2013 to develop increasingly accurate models for better emergency-preparedness. Using data collected from IOM's Displacement Tracking Matrix (DTM), the final analysis shows how to better coordinate service delivery to evacuation centers sheltering large numbers of displaced individuals, applying accurate hindsight to develop foresight on how to better respond to emergencies and disasters. Predictive models build on patterns found in historical and transactional data to identify risks and opportunities. The capacity to predict trends and behavior patterns related to displacement and mobility has the potential to enable the IOM to respond in a more timely and targeted manner. By predicting the locations of displacement, numbers of persons displaced, number of vulnerable groups, and sites at most risk of security incidents, humanitarians can respond quickly and more effectively with the appropriate resources (material and human) from the outset. The end analysis uses the SAS^® Storm Optimization model combined with human mobility algorithms to predict population movement.

Big data is quickly moving from buzzword to critical tool for today's analytics applications. It can be easy to get bogged down by Apache Hadoop terminology, but when you get down to it, big data is about empowering organizations to deliver the right message or product to the right audience at the right time. Find out how Epsilon built a next-generation marketing application, leveraging Cloudera and taking advantage of SAS^® capabilities by our data science/analytics team, that provides its clients with a 360-degree view of their customers. Join Bob Zurek, Senior Vice President of Products at Epsilon to hear how this new big data solution is enhancing customer service and providing a significant competitive differentiation.

As a part of regulatory compliance requirements, banks are required to submit reports based on Microsoft Excel, as per templates supplied by the regulators. This poses several challenges, including the high complexity of templates, the fact that implementation using ODS can be cumbersome, and the difficulty in keeping up with regulatory changes and supporting dynamic report content. At the same time, you need the flexibility to customize and schedule these reports as per your business requirements. This paper discusses an approach to building these reports using SAS^® XML Mapper and the Excel XML spreadsheet format. This approach provides an easy-to-use framework that can accommodate template changes from the regulators without needing to modify the code. It is implemented using SAS^® technologies, providing you the flexibility to customize to your needs. This approach also provides easy maintainability.

The era of mass marketing is over. Welcome to the new age of relevant marketing where whispering matters far more than shouting.' At ZapFi, using the combination of sponsored free Wi-Fi and real-time consumer analytics,' we help businesses to better understand who their customers are. This gives businesses the opportunity to send highly relevant marketing messages based on the profile and the location of the customer. It also leads to new ways to build deeper and more intimate, one-on-one relationships between the business and the customer. During this presentation, ZapFi will use a few real-world examples to demonstrate that the future of mobile marketing is much more about data and far less about advertising.

Currently, there are several methods for reading JSON formatted files into SAS^® that depend on the version of SAS and which products are licensed. These methods include user-defined macros, visual analytics, PROC GROOVY, and more. The user-defined macro %GrabTweet, in particular, provides a simple way to directly read JSON-formatted tweets into SAS^® 9.3. The main limitation of %GrabTweet is that it requires the user to repeatedly run the macro in order to download large amounts of data over time. Manually downloading tweets while conforming to the Twitter rate limits might cause missing observations and is time-consuming overall. Imagine having to sit by your computer the entire day to continuously grab data every 15 minutes, just to download a complete data set of tweets for a popular event. Fortunately, the %GrabTweet macro can be modified to automate the retrieval of Twitter data based on the rate that the tweets are coming in. This paper describes the application of the %GrabTweet macro combined with batch processing to download tweets without manual intervention. Users can specify the phrase parameters they want, run the batch processing macro, leave their computer to automatically download tweets overnight, and return to a complete data set of recent Twitter activity. The batch processing implements an automated retrieval of tweets through an algorithm that assesses the rate of tweets for the specified topic in order to make downloading large amounts of data simpler and effortless for the user.

Interactive Voice Response (IVR) systems are likely one of the best and worst gifts to the world of communication, depending on who you ask. Businesses love IVR systems because they take out hundreds of millions of dollars of call center costs in automation of routine tasks, while consumers hate IVRs because they want to talk to an agent! It is a delicate balancing act to manage an IVR system that saves money for the business, yet is smart enough to minimize consumer abrasion by knowing who they are, why they are calling, and providing an easy automated solution or a quick route to an agent. There are many aspects to designing such IVR systems, including engineering, application development, omni-channel integration, user interface design, and data analytics. For larger call volume businesses, IVRs generate terabytes of data per year, with hundreds of millions of rows per day that track all system and customer- facing events. The data is stored in various formats and is often unstructured (lengthy character fields that store API return information or text fields containing consumer utterances). The focus of this talk is the development of a data mining framework based on SAS^® that is used to parse and analyze IVR data in order to provide insights into usability of the application across various customer segments. Certain use cases are also provided.

Working with multiple data sources in SAS^® was not a straight forward thing until PROC FEDSQL was introduced in the SAS^® 9.4 release. Federated Query Language, or FEDSQL, is a vendor-independent language that provides a common SQL syntax to communicate across multiple relational databases without having to worry about vendor-specific SQL syntax. PROC FEDSQL is a SAS implementation of the FEDSQL language. PROC FEDSQL enables us to write federated queries that can be used to perform joins on tables from different databases with a single query, without having to worry about loading the tables into SAS individually and combining them using DATA steps and PROC SQL statements. The objective of this paper is to demonstrate the working of PROC FEDSQL to fetch data from multiple data sources such as Microsoft SQL Server database, MySQL database, and a SAS data set, and run federated queries on all the data sources. Other powerful features of PROC FEDSQL such as transactions and FEDSQL pass-through facility are discussed briefly.