7
CUSTOMER INTELLIGENCE SERVICES Customer Targeting Strategy Development Advanced Analytical Solutions for Customer Intelligence

Home page slide share

Embed Size (px)

Citation preview

Page 1: Home page  slide share

CUSTOMER INTELLIGENCE SERVICESCustomer Targeting Strategy Development

Advanced Analytical Solutions for Customer Intelligence

Page 2: Home page  slide share

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

Page 3: Home page  slide share

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?

Page 4: Home page  slide share

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

Page 5: Home page  slide share

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

Page 6: Home page  slide share

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

Page 7: Home page  slide share

CUSTOMER INTELLIGENCE SERVICESCustomer Targeting Strategy Development

Advanced Analytical Solutions for Customer Intelligence