With CSC’s approach to interactive sales, long-term customer relationship is defined by technology and offerings by joining the customer and the organization together.

Marketing messages and programs should go to the right customers. Messages are individually designed and delivered, subsequently analyzing campaign results and adjusting as needed. Analytics profiles and understands the customer database by segmenting customers strategically to deliver direct services and programs.

CAMPAIGN MANAGEMENT

Campaign Management includes content, personalization, integration, and fulfillment in addition to supporting the entire business cycle of strategy, tactics, execution, and analysis. Implicit throughout is the understanding that key customer life/business events should trigger new offerings and the underlying concept that most important to an enterprise is the customer lifetime value rather than the merits of one particular product or service transaction. Therefore, over time, the relationship is enriched and grows through the right pricing and servicing strategies and offerings at given times that reflect the lifetime value of that customer to the organization.

CUSTOMER PROFILING/CUSTOMER SEGMENTATION ANALYSIS

Both profiling and customer segmentation includes quantitative and qualitative analysis and insights into customer valuation and means to focus delivery of valued and meaningful services to the most valued customers. Implicit is the organization of customers into meaningful and traceable segments and profiles that can be utilized throughout the organization in areas such as designing customer support architecture and creating marketing campaigns. Beyond static databases, the analysis and profiles are designed to be dynamic, highly utilized information and customer insight tools.

Sales Solutions includes “interactive sales” for the configuration and execution of sales transactions through the Internet, including B2B and B2C and Sales Force Automation creates the optimal strategy and approach for sales force automation and is implemented throughout the organization effectively and efficiently.

INTERACTIVE SALES

For all the myriad ways that an organization has to potentially develop and maintain its relationships with customers, the interactive sales architecture is based upon the understanding that the customer is the ultimate authority on the best means, technology or otherwise, to conduct a relationship. Superior performance is predicated upon optimal use of the means by which the organization communicates and collaborates with its best customers. Beyond overall strategy, the immediate tactics are identified to optimize the long-term customer relationship from direct customer teams and their roles and responsibilities through the technology and offerings tying the customer and the organization together.

SALES FORCE AUTOMATION

Emphasis on opportunity management and process enablement beyond the basic levels of contact management and calendar management takes the organization to a new level of customer insight and service which provides remarkable competitive insulation. From understanding the best practices within the industry and the marketplace, the organization is able to craft its strategy and to align its processes, personnel, and technology to support its unique customer value proposition.

For more information contact Robert Guzak at rguzak@csc.com