Are you able to determine if your most valuable customers are about to end their relationship with your company MONTHS before they actually defect to a competitor?
Can you integrate touch-point information with back-office, transactional data to provide a comprehensive, enterprise-wide customer view for your sales and service staff?
Are you faced with volumes of data but have limited insight into customer preferences?
Do reporting and data gathering take precedent over high-value analysis?
Is customer segmentation and valuation difficult for your organization?
Are you able to accurately match your services/products to interested customers?
Do your processes enable differentiated service levels for your most valuable customers?
Many organizations have been unsuccessful in addressing these challenges. Meanwhile, customer demands are growing as a result of an abundance of choices and a dramatic increase in access to information. Your ability to grow profitable revenue begins with an in-depth understanding of customer needs, as well as insight into the business value each individual customer represents across your organization. A data-rich, analytics-enabled approach providing a comprehensive view of your customers is needed to achieve lasting success. This approach is the basis for applying Customer Intelligence to your business.
How will your Strategies, Processes and Technologies Evolve to Address these Challenges and Ensure Profitable Customer Relationships?
By gaining a thorough understanding of your customers and applying this knowledge to your customer acquisition, retention and growth programs, you can truly distinguish your company’s offerings from those of your competitors. Through the strategic use of Customer Intelligence, you can focus your people, process and technology resources on your most valuable customers and improve the return on your customer investments.
You can realize the benefits of Customer Intelligence by:
- Integrating and rationalizing your customer data from multiple, disparate sources to create a single, 360-degree view of your customer
- Performing descriptive and predictive analytics to generate actionable customer insights that uncover customer acquisition, retention and growth opportunities
- Integrating customer insights into your customer management processes to drive the right treatment to the right customer at the right time
Every company has knowledge of its customer base, but very few have consolidated silos of information to achieve a comprehensive view of customer activity. Optimization of this information — channeling, defining, analyzing and operationalizing it — is the key to true customer value.
Customer Intelligence Solutions - Customer Analytics and Predictive Modeling
The Customer Analytics approach and strategy taken by the organization would be to gather, analyze, and ultimately utilize the wealth of customer insights to better understand and satisfy the needs of its valued customers. By Predictive Modeling, an organization will mine the customer information database for the most meaningful insights to enable superior customer service, provide end user insights, guide new product development, and support new service offerings.
CUSTOMER ANALYTICS
Customer Analytics is the approach and strategy taken by the organization to gather, analyze, and ultimately utilize the wealth of customer insight often buried in an organization’s multiple customer information databases. From understanding what information is available and what information is valued through analysis and through implementation of new information gathering methodologies, the organization is enabled to better understand and satisfy the needs of its valued customers.
CSC uses very focused business drivers to define the objectives such as specific customer segmentation dynamics in preparation for targeted campaign creation and management. The client is walked through requirements, data sourcing, mart creation and analytic models to produce a set of leads. These leads are then fed to the front-end campaign tools, and results monitored and measured; to provide a clear cause and effect for the original business objectives.
PREDICTIVE MODELING
From the customer information held by and/or gathered by the organization, the customer information database is mined for the most meaningful, rich insights that enable superior customer service, ground-breaking end user insights, new product development guidance, and other valued activities. In addition, the modeling permits the organization to bring its insights to life in the marketplace through new products, new service offerings and new appeals to end users.
CSC uses focused business drivers in the context of objectives in creation of a model or set of models. From this, marketing Subject Matter Experts can define customer segments in preparation for targeted campaign creation and management. The client is exposed to various models, which are selected and deployed based on the problem statement and available data. This provides a richly tailored, thought driven set of models that can be proven in the marketplace.
Contact Us
For more information contact Alex Black at 973.243.7521 or ablack@csc.com