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CUSTOMER INTELLIGENCE SERVICESCustomer Targeting Strategy Development
Advanced Analytical Solutions for Customer Intelligence
Solving complex business problems using advanced analytics on big data
The Analytics JourneyOverview
Internal & External Data with
structured /unstructured
content
INPUTInternal & External Data
with structured
/unstructured content
OUTPUTAccelerated Growth, Risk
Mitigation, Cost Reduction
Business analytics is increasingly being adopted by companies in decision making to multiply business value based on data
INFORMATION INDENTIFY INSIGHTS VALUE TO BUSINESSDestination
Analytics Maturity of
Firm
Business Problem
Addressed
Analytics Play
Capture relevant data
Identify key metrics
Design & generate reports
Identify drivers & trends
Understand behavior
Predict outcomes
Build & implement strategies
Enterprise-wide adoption
What happened? When?
How much?
Why it happened?
What will happen next?
How to operationalise?
How to sustain?
Metrics & reporting
Descriptive statistics
Visualisation
Underlying trends
Predictive models
Optimisation
Real time decisions tools
Change management
Institutionalisation
Customer Acquisition- Identify - Reach- Educate- Convert
Business challenges when identifying customers lifecycle
Customer IntelligenceBusiness ContextMultiple personalisation opportunities to create value across the customer lifecycle
Customer Management- Adopt- Expand- Retain- Advocate
Customer related questions Customer lifecycle
WHAT
What product will they buy?
What price will they pay?
WHO
Who will buy?Who will be the most
profitable?
HOW
How will I reach out / engage?
How often should I reach out?
WHEN
When will they buy? When will they attrite?
Granular understanding of customer behaviour
Customer IntelligenceInsights into SolutionsBenefits of applying analytics to enhance Customer Intelligence
Customer demograp-hics and financials
Marketing campaigns
Customer transaction
& sales
Web trafficdata
Social behaviour
& networks
Customer surveys
Product usage data
Customer Information
Insights
Value to Business
Targeted acquisition
Lifetime value
enhancement
Customer experience
management
Enhanced retention
•Segmentation•Cross-sell/ up-sell/ next best product•Loyalty/lifetime profitability analysis
•Churn prevention•Drive win-back
•Satisfaction studies•Usage experience & trends
• Increased response/ conversion•Lead generation•Increase customers profile
Incremental revenue
- Increase in customer base
- Increase in share of wallet
- Increase in profitability
Cost reduction
- Reduction in targeting cost
- Reduced risk of attrition
Actionable insights into your customers and their customers behaviour patterns
Customer IntelligenceBusiness ApplicationsCustomer Intelligence helps B2C as well as B2B businesses in understanding their customers better for targeted strategy development
Customer type Route to marketCustomer intelligence
applications
Large
Enterprises
Small & Medium
Businesses
Consumer & Household
- Sales force driven
- Resellers / partners
- Sales force driven
-Resellers / partners
- Direct marketing
- E-commerce
- Direct marketing
- Retail
•Lead generation for sales•Increasing penetration in existing customer market
•Target marketing•Customer relationship management
Advanced analytical techniques complimented with business domain expertise
CORE CAPABILITIES
Classify & Segment
Identify Drivers
Mine Sentiments
Predict Future Needs &
Reactions
Predict customer and employee needs and drive personalised action through study of historical behavioural information
•Targeted customer acquisition
•Cross-sell & retention strategy
•Targeted hiring
• Social media influence
•Price setting
•Account management risk management
Behaviour Modelling & Personalisation
Examples of Business Application
Forecast Based on
Past Trends
Optimise Performance & Utilisation
Simulate Future
Scenarios
What-if & Sensitivity
• Sales forecasting, sizing & allocation
•Optimise market mix
•Discount planning
•Procurement spend reduction
•Portfolio Loss forecasting
•Optimise Operational staffing
Increase efficiency and effectiveness of available resources based on optimal allocation and utilisation given the business constraintsResource
Planning & Optimisation
Examples of Business Application
CUSTOMER INTELLIGENCE SERVICESCustomer Targeting Strategy Development
Advanced Analytical Solutions for Customer Intelligence