Based on Climates and Pendemap thermal Aggregates
|
|
- Tiffany Owen
- 3 years ago
- Views:
Transcription
1 Busiess Process Services White Paper Customer Lifetime Value Not Just a Marketig Metric
2 About the Author Arvid Mahishi Arvid Mahishi is a subject matter expert o Customer Lifetime Value. He holds a MBA i Marketig ad Fiace ad has over 12 years of experiece i Aalytics ad Iformatio Techology. He has worked with cliets i Retail, CPG, Hi-tech, Healthcare, ad Maufacturig idustries. He has executed a wide rage of projects coverig Tactical Aalytics, Customer Profilig ad Segmetatio, Sales Drivers ad Strategic Aalytics, ad Forecastig to help orgaizatios improve their operatioal ad busiess efficiecies.
3 Abstract Customer Lifetime Value (CLV) is a fiacial metric that is used to capture customer profitability or the worth of a customer over the duratio of his or her relatioship with the compay. Compaies leverage this measure to segmet customers to accord differetial treatmet, ad thereby improve their loyalty. Sigificat research has bee coducted o the calculatio of Customer Lifetime Value, ad various CLV modelig techiques have bee proposed. However, there is a lack of focus o how it ca help realize tagible busiess beefits. This white paper provides isights o how various departmets i a eterprise ca icorporate CLV i tactical decisio-makig to derive greater busiess value. We offer suggestios o utilizig the customer value metric to defie customer value segmets, ad itegrate this with other key customer related measures. Our approach uses CLV i cojuctio with the propesity to chur, to determie the kid of itervetios required such as retetio ad cross-sellig campaigs. We also explore how this metric ca be used by marketig teams to target the right prospects, who will provide better value i the log term. The paper demostrates the applicatio of our approach i a real-world situatio through a typical use case of the isurace idustry. It cocludes with a view o how the CLV metric ca be ehaced by icludig customer-related data from o-traditioal sources like social media ad olie forums.
4 Cotets Itroductio 5 Estimatig customer lifetime value 5 Defiig customer lifetime 5 Applyig CLV to maage existig customers 6 Implemetig effective itervetios to reduce chur 6 Ehacig customer acquisitio efforts 7 Itegratig CLV with the orgaizatio s applicatio ladscape 8 Case: Leadig isurace compay improves customer retetio by leveragig customer value 9 Ehacig customer lifetime value by haressig social data 10 Coclusio 11
5 Itroductio The cocept of Customer Lifetime Value has bee aroud for more tha four decades. It reflects a orgaizatio's view of the value that a customer brigs i over the etire duratio of the customer s relatioship with the orgaizatio. This cocept is applied i a wide variety of idustries icludig bakig, isurace, telecom ad retail. It is predomiatly used i marketig to execute targeted campaigs focused o high value customers. CLV plays a pivotal role i steerig the various marketig efforts through the customer lifecycle. It eables marketig teams to ru cross-sellig ad up-sellig campaigs with a view to sell 'wider' ad 'deeper' ito their existig customer base. The metric helps them select customers with high value, ad focus their marketig ivestmets o them. Estimatig customer lifetime value CLV is used to capture the et profit attributable to the customer based o projected future trasactios. The formula for calculatig the value is: CLV = pt (1 d) t= 1 + Where pt = Profit at time t d = Discout rate = Time period t The profit is obtaied by calculatig the differece betwee the reveues associated with the customer, ad the costs associated with geeratig those reveues. The costs iclude ot oly the cost of goods sold but also the fixed costs ivolved i ruig the busiess, as well as the variable costs ivolved i servicig the customer. Defiig customer lifetime A customer s lifetime ca be determied oly after cosiderig various ifluecig factors icludig: Competitiveess of Idustries: Hyper-competitive idustries are characterized by low margis, frequet product itroductios, ad reduced customer loyalty. I such a eviromet, a lifetime is typically oly a couple of years. Nature of Products ad Services: The kid of products ad services offered by a compay iflueces the mode of customer relatioship ad lifetime. Cotractual relatioships require the lifetime value to be at least as log as the duratio of the cotract. I the case of o-cotractual relatioships, the frequecy of buyig ad busiess plaig are factors that determie the lifetime value. For istace, for a grocery retailer, oe year would be a reasoable customer lifetime timeframe because the buyig cycle is shorter ad more frequet. 5
6 Life Stage of the Customer: For idustries such as isurace ad bakig, where the ature of products or services that a customer avails is heavily depedet o the life stage of the customer, the duratio correspodig to the life stage ca be cosidered the customer lifetime. This might be couter-ituitive to the defiitio of CLV. However, practical difficulties i gatherig data, ad the chagig ature of busiess ad products make it difficult to get a accurate estimate of the lifetime value over a loger period. Our experiece i isurace has ecouraged us to look at five years as the limit for a customer lifetime. While there are meas to icorporate the value associated with other life stages, these are doe at the customer segmet level istead of the customer level. A strog uderstadig of the sequece of the life stages ca help i itegratig the values across all life stages to arrive at the fial value. Applyig CLV to maage existig customers CLV is a fiacial metric associated with a customer, ad i isolatio it might ot hold much sigificace. Its value is best gauged whe all customers are arraged i order of their lifetime values. Customers with higher values would be attractive compared to others, ad ca be selected for special campaigs. Grow Maitai Retai Developig custom campaigs for each customer might ot be feasible; therefore, customers ca be grouped based o their values. Marketig campaigs ca be targeted at each group. This approach is both feasible ad cost effective. Value Acquire However, a key drawback of this approach is that it does ot accout for the risk of customer chur. Figure 1 depicts the value geerated by a typical customer over the lifecycle. At each stage of the customer lifecycle, there is a possibility that the customer might defect. Customers who leave early Figure1: The value geerated by a customer across various phases of the lifecycle i the lifecycle cause a higher loss to the compay compared to those who are at the ed of their lifecycle. It is therefore ecessary to accout for this risk of attritio whe plaig campaigs that ivolve huge ivestmets. Implemetig effective campaigs to reduce chur Customers who are likely to leave ca be targeted with marketig programs that focus o cross-sellig ad retetio. Aalytical techiques ca be leveraged to idetify customers who are at a risk of leavig. However, lookig at chur propesity as a stadaloe measure is ot effective, as it groups customers with varyig lifetime values i the same chur bucket. Compaies must istead focus o retaiig customers with higher lifetime values compared to customers who are ot as valuable. 6 Time
7 To overcome the limitatios of the two approaches, we propose a amalgamated approach, which itegrates the value segmets with the risk of attritio. Similar to the process of creatig value segmets, customers ca be grouped ito differet segmets based o their likelihood of leavig. A two-dimesioal grid as show i Figure 2 ca the be costructed, which places customers i differet segmets based o their value ad likelihood to shift. The etire customer base is segmeted ito the cells based o their value segmet ad chur propesity groupig, ad special campaigs are implemeted i the form of retetio or cross-sellig programs. It ow becomes importat to uderstad the type of campaig ad the level of ivestmet that these cells would qualify for. Value Segmet High Medium Low Chur Propesity High Medium Low Retetio Focus Cross Sell Focus Figure 2: A two-dimesioal grid that itegrates value segmets with risk of attritio From a retetio perspective, ivestmets should be made o high- ad medium-value customers with high or medium chur propesities. This will eable compaies to plug reveue leakage due to customer attritio. Customers with low value ad high chur propesity do ot show much potetial future value. From a cross-sellig stadpoit, customers across all the value segmets with low propesities to chur, as well as medium- ad low-value segmet customers with medium chur propesities, should be give priority. These segmets of customers, who do ot pose a sigificat threat of attritio, provide the right opportuity for icreasig the share of wallet through targeted campaigs. Oce the focus segmets for cross-sellig campaigs have bee determied, aalytical models ca be developed to determie specific products or services that ca be marketed at the idividual customer or sub-segmet level. The proposed approach helps compaies leverage the CLV metric i cojuctio with the chur propesity to maximize the effectiveess of targeted campaigs. Ehacig customer acquisitio efforts CLV ca be developed either at the idividual customer level or at the segmet level. For large customer bases, the problem ca be made more maageable by groupig customers ito segmets (based o demographic ad behavioral similarities), ad the developig CLV at the segmet level. Marketig teams ru campaigs focused o acquirig the right types of customers who ca brig i log-term value to the compay. Sice their focus is o prospects with o previous iteractio history, attributig CLV to these prospects is a tough task. The segmet-level CLV ca be leveraged to address this challege. These segmets are developed by factorig i demographic idicators. Hece, the demographic profile of the prospect ca be compared to the segmets to fid the closest match. Havig idetified the segmet, its value ca ow be tagged as the future value of the prospect. This approach allows marketig teams to prioritize prospects, ad target them as part of their acquisitio campaigs. 7
8 Customer Base Segmet Level CLV Mappig Segmets CLV Egie Prospect CLV Prospect Figure 3: Determiig the CLV of prospects by mappig them to various segmets with similar demographic profiles Itegratig CLV with the orgaizatio s applicatio ladscape CLV is the outcome of a statistical calculatio usually processed by a aalytical egie. The egie ca be itegrated ito the orgaizatioal applicatio ladscape at differet levels, as depicted i Figure 4. At a tactical level, the CLV metric ca be itegrated with customer iformatio to supplemet existig customer itelligece, ad gai a 360 view of the customer. Employees at the operatioal level such as customer care, frot office, ad sales teams ca leverage this iformatio to take o-the-spot decisios related to the way they egage with customers or ay offers, icetives, ad cross-sellig recommedatios they provide. At the strategic level, the CLV metric ca be aggregated by segmet, ad the aggregated iformatio ca be itegrated with the customer segmet level iformatio. Executive dashboards ca be used to provide visibility ad access to this iformatio across the eterprise. 8
9 Busiess Itelligece Segmet Level CLV Mobile Devices Trasactio Data Dashboards CLV Egie Customer Data Customer CLV Operatioal Systems Call Ceter Figure 4: The CLV metric ca be effectively itegrated at the tactical, operatioal, ad strategic levels of a orgaizatio Customer Service Case: Leadig isurace compay improves customer retetio by leveragig customer value Let us take a look at how a motor isurace orgaizatio addressed customer retetio issues efficietly through a value-based strategy. Busiess Challeges: The isurace compay lacked a efficiet process to measure customers fiacial value. With iadequate resposes to cross-sellig ad retetio campaigs, the compay sought a effective solutio to overcome these issues ad achieve the followig key objectives: Deliver a baselie curret customer value measure for motor policy customers Determie a customer s lifetime value based o marketig acquisitio costs Gai a comprehesive view of the likelihood of a idividual to cotiue payig isurace premiums 9
10 Value-based Strategy: To overcome its customer retetio issues, the isurace compay adopted a valuebased strategy, as show i Figure 5. It ivolved these key steps: Value Based Strategy Calculate customer value based o the retetio model for customers of a specific product. Determie probabilities of retetio for differet time periods i the future usig logistic regressio. Arrive at a cosolidated future customer value by itegratig customer value ad probabilities of retetio. Develop profiles of segmets which are most disposed to retetio. Future Value Value Based Strategy High Medium Low High Medium Low Reduce Persistece Sustai Focus Sustai Sustai Focus Reduce Reduce Igore Figure 5: Value-based strategy helps arrive at a cosolidated customer value i the isurace sector Busiess Beefits: By adoptig a value-based strategy, the isurace compay overcame its challeges ad realized the followig busiess advatages: The customer value was used as a metric to provide differetiated customer offers i cross-sellig campaigs The solutio provided a view of the likelihood of a idividual to cotiue its relatioship with the compay, ad eabled focused retetio campaigs The Future: The methodology eables the compay to idetify the potetial future lifetime value of its prospects. It serves as a base for developig a more sophisticated view of value by icorporatig acquisitio, cross-sellig, retetio, ad wi-back marketig costs, as well as servicig expeses. The solutio ca also be further ehaced to create models for acquisitio, cross-sellig, retetio ad wi-back propesities, as well as paymet failure. Ehacig customer lifetime value by haressig social media data The classical defiitio of CLV may ot hold true i today s digital world. With the advet of the digital age, customers ad compaies are iteractig over multiple chaels icludig olie ad social media. These media are beig used both for sellig products ad services, as well as for providig customer service ad mechaisms to facilitate bi-directioal commuicatio. With the mushroomig of various sites for product reviews ad compariso, customers are proactively sharig their opiios of products ad services. There is a explosio of social etworks comprisig groups formed aroud commo iterests. Idividuals i these groups play the role of ifluecers ad iformatio dissemiators, ad steer the buyig decisios of their followers through their reviews ad opiios. Various measures like the Klout score ad the Net Promoter Score (NPS) are used to quatify the ifluece of such users. 10
11 The covetioal defiitio of CLV fails to accout for the idirect impact these idividuals have o sales. It is therefore imperative to develop a mechaism for capturig this social value for calculatig the CLV of these ifluecers. The proliferatio of social media ad ivestmets i Big Data will make it possible for compaies to develop frameworks for capturig this iformatio ad icorporatig it i the CLV calculatio i the future. Coclusio Cosumer-facig busiesses eed to uderstad the strategic importace of CLV i eablig marketers to acquire, urture, ad retai customers who brig i more value ad profits to the compay. They eed to use CLV i cojuctio with a customer s chur propesity to maximize the impact of their targeted marketig campaigs. Our proposed approach eables marketers to maximize the beefits of derivig ad usig CLV, ad make better iformed ad effective marketig ivestmets. 11
12 About TCS' Busiess Process Services Uit Eterprises seek to drive busiess growth ad agility through iovatio i a icreasigly regulated, competitive, ad global market. TCS helps cliets achieve these goals by maagig ad executig their busiess operatios effectively ad efficietly. TCS' Busiess Process Services (BPS) iclude core idustry-specific processes, aalytics ad isights, ad eterprise services such as fiace ad accoutig, HR, ad supply chai maagemet. TCS TM creates value through its FORE simplificatio ad trasformatio methodology, backed by its deep TM domai expertise, extesive techology experiece, ad TRAPEZE goverace eablers ad solutios. TCS complemets its experiece ad expertise with iovative delivery models such as usig robotic automatio ad providig Busiess Processes as a Service (BPaaS). TCS' BPS uit has bee positioed i the leaders' quadrat for various service lies by may leadig aalyst firms. With over four decades of global experiece ad a delivery footprit spaig six cotiets, TCS is oe of the largest BPS providers today. Cotact For more iformatio about TCS' Busiess Process Services Uit, visit: ( bps.coect@tcs.com Subscribe to TCS White Papers TCS.com RSS: Feedburer: About Tata Cosultacy Services (TCS) Tata Cosultacy Services is a IT services, cosultig ad busiess solutios orgaizatio that delivers real results to global busiess, esurig a level of certaity o other firm ca match. TCS offers a cosultig-led, itegrated portfolio of IT ad IT-eabled ifrastructure, egieerig ad TM assurace services. This is delivered through its uique Global Network Delivery Model, recogized as the bechmark of excellece i software developmet. A part of the Tata Group, Idia s largest idustrial coglomerate, TCS has a global footprit ad is listed o the Natioal Stock Exchage ad Bombay Stock Exchage i Idia. For more iformatio, visit us at IT Services Busiess Solutios Cosultig All cotet / iformatio preset here is the exclusive property of Tata Cosultacy Services Limited (TCS). The cotet / iformatio cotaied here is correct at the time of publishig. No material from here may be copied, modified, reproduced, republished, uploaded, trasmitted, posted or distributed i ay form without prior writte permissio from TCS. Uauthorized use of the cotet / iformatio appearig here may violate copyright, trademark ad other applicable laws, ad could result i crimial or civil pealties. Copyright 2014 Tata Cosultacy Services Limited TCS Desig Services I M I 11 I 14
Business Process Services. White Paper. Smart Ways to Implement Smart Meters: Using Analytics for Actionable Insights and Optimal Rollout
Busiess Process Services White Paper Smart Ways to Implemet Smart Meters: Usig Aalytics for Actioable Isights ad Optimal Rollout About the Authors Sumit Joshi Sumit is part of the Aalytics ad Isights team
More informationDigital Enterprise Unit. White Paper. Web Analytics Measurement for Responsive Websites
Digital Eterprise Uit White Paper Web Aalytics Measuremet for Resposive Websites About the Authors Vishal Machewad Vishal Machewad has over 13 years of experiece i sales ad marketig, havig worked as a
More informationOn-Premise CRM to Salesforce Migration - Benefits, Challenges and Best Practices
White Paper O-Premise CRM to Salesforce Migratio - Beefits, Challeges ad Best Practices With the advet of cloud computig, orgaizatios are lookig to move their Customer Relatioship Maagemet (CRM) applicatios
More informationFrom Customer Satisfaction to Customer Advocacy
White Paper From Customer Satisfactio to Customer Advocacy Impact of First Time Resolutio (FTR) o Customer Satisfactio ad Sales Performace Baks ad Fiacial Istitutios are ivestig heavily i customer-cetric
More informationSOCIAL MEDIA. Keep the conversations going
SOCIAL MEDIA Keep the coversatios goig Social media is where most of the world is. It is therefore a ope source of cosumer data, a chael of commuicatio ad a platform for establishig relatioships with customers.
More informationBenefits of CRM Going Social
White Paper Beefits of CRM Goig Social The era of the passive customer is goe ad a ew cocept, that of the social customer has evolved. The customer of today is vocal expressig his thoughts about the products
More informationHiTech. White Paper. Adopting an Effective Strategy for Seamless Adoption of Cloud Integration
HiTech White Paper Adoptig a Effective Strategy for Seamless Adoptio of Cloud Itegratio About the Author Vekata Nagedra Vekata Nagedra M. is a EAI ad Service Orieted Architecture (SOA) solutio architect
More informationDriving Superior Outcomes: Making Performance Engineering an Integral Part of Business Operations
A Poit of View Drivig Superior Outcomes: Makig Performace Egieerig a Itegral Part of Busiess Operatios Abstract The core of performace egieerig is geared towards a meticulous desig of techology solutios
More informationAn Approach to Fusion CRM Adoption
White Paper A Approach to Fusio CRM Adoptio May eterprise customers are ivestig time ad effort to evaluate how ext-geeratio Oracle eterprise applicatios will chage iteractios with iteral ad exteral stakeholders.
More informationBPM Capabilities in CRM Landscape
White Paper BPM Capabilities i CRM Ladscape Customer Relatioship Maagemet (CRM) is all about maagig the relatioships you have with your customers. It s a overall strategy to help you lear about your customers
More informationion Wellness Solution
ion Welless Solutio Overview As the competitio i the welless idustry grows more itese, players feel the eed to set i place effective systems to attract, service, ad retai customers. The focus today, is
More informationIT Support. 020 8269 6878 n www.premierchoiceinternet.com n support@premierchoiceinternet.com. 30 Day FREE Trial. IT Support from 8p/user
IT Support IT Support Premier Choice Iteret has bee providig reliable, proactive & affordable IT Support solutios to compaies based i Lodo ad the South East of Eglad sice 2002. Our goal is to provide our
More informationBusiness Application Services. Business Applications that provide value to your enterprise.
Busiess Applicatio Services Busiess Applicatios that provide value to your eterprise. Sesiple s expertise ca help orgaizatio decode the performace issues ad trasform them ito valuable beefits that meet
More informationEffective Data Deduplication Implementation
White Paper Effective Data Deduplicatio Implemetatio Eterprises with IT ifrastructure are lookig at reducig their carbo foot prit ad ifrastructure maagemet cost by slimmig dow their data ceters. I cotrast,
More informationBanking & Financial Services. White Paper. Managing Enterprise Financial Risk Using Big Data Technologies
Bakig & Fiacial Services White Paper Maagig Eterprise Fiacial Risk Usig Big Data Techologies About the Author Alok Bisai Alok Bisai is a Solutio Architect with the Tata Cosultacy Services (TCS) BFS Risk
More informationThe Importance of Change Management in Application Managed Services Outsourcing
A Poit of View The Importace of Chage Maagemet i Applicatio Maaged Services Outsourcig Itroductio Sice its arrival i the early 1960s, IT outsourcig has evolved sigificatly. Now ofte kow as maaged services,
More informationSix Optimization Opportunities in Multichannel Retailing
White Paper Six Optimizatio Opportuities i Multichael Retailig Multichael retailers are facig challeges i adoptig e-commerce stadards ad so are strugglig to stay i touch with the chagig behavior of cosumers.
More informationEnabling Optimized Network Operations
A Poit of View Eablig Optimized Network Operatios The Evictio Mechaism Approach to Maagig Data Flows based o Importace Itroductio The explosive growth i the umber of users alog with differet types of etwork
More informationBanking & Financial Services. White Paper. Basel III Capital Disclosure Requirements The Way Forward For Banks
Bakig & Fiacial Services White Paper Basel III Capital Disclosure Requiremets The Way Forward For Baks About the Author Rekha George Rekha George is part of TCS BFS Fiace & Reportig Practice. She is a
More informationForensic Readiness for Effective Incident Management
A Poit of View Foresic Readiess for Effective Icidet Maagemet Abstract Bakig ad fiacial istitutios today face several iformatio security related threats. There is a visible surge i cyber-attacks, which
More informationPlatform Solution. White Paper. Transaction Based Pricing in BPO: In Tune with Changing Times
Platform Solutio White Paper Trasactio Based Pricig i BPO: I Tue with Chagig Times About the Author(s) Raj Agrawal Curret Desigatio Raj heads the Platform Solutios Uit at TCS. I his career spaig over 19
More informationBanking & Financial Services. White Paper. Unleash the Power of Personal Financial Management for Customer Engagement
Bakig & Fiacial Services White Paper Uleash the Power of Persoal Fiacial Maagemet for Customer Egagemet About the Authors K Krithivasa Presidet, Bakig ad Fiacial Services (BFS) Busiess Uit, TCS K Krithivasa
More informationLoyalty as a lever in enhancing customer experience in banking
Loyalty as a lever i ehacig customer experiece i bakig Itroductio I today s globalized ecoomy, baks are uder immese pressure due to evolvig regulatory requiremets, decreasig margis, ad uprecedeted competitio.
More informationEnabling Offshore Collaboration in German Engineering Services
White Paper Eablig Offshore Collaboratio i Germa Egieerig Services Germa egieerig compaies, who are market leaders i their respective domais, are experiecig challeges i terms of acquirig sufficiet egieerig
More informationEnhancing Oracle Business Intelligence with cubus EV How users of Oracle BI on Essbase cubes can benefit from cubus outperform EV Analytics (cubus EV)
Ehacig Oracle Busiess Itelligece with cubus EV How users of Oracle BI o Essbase cubes ca beefit from cubus outperform EV Aalytics (cubus EV) CONTENT 01 cubus EV as a ehacemet to Oracle BI o Essbase 02
More informationCCH CRM Books Online Software Fee Protection Consultancy Advice Lines CPD Books Online Software Fee Protection Consultancy Advice Lines CPD
Books Olie Software Fee Fee Protectio Cosultacy Advice Advice Lies Lies CPD CPD facig today s challeges As a accoutacy practice, maagig relatioships with our cliets has to be at the heart of everythig
More informationoptimise your investment in Microsoft technology. Microsoft Consulting Services from CIBER
optimise your ivestmet i Microsoft techology. Microsoft Cosultig Services from Microsoft Cosultig Services from MICROSOFT CONSULTING SERVICES ca help with ay stage i the lifecycle of adoptig Microsoft
More informationLEASE-PURCHASE DECISION
Public Procuremet Practice STANDARD The decisio to lease or purchase should be cosidered o a case-by case evaluatio of comparative costs ad other factors. 1 Procuremet should coduct a cost/ beefit aalysis
More informationTo c o m p e t e in t o d a y s r e t a i l e n v i r o n m e n t, y o u n e e d a s i n g l e,
Busiess Itelligece Software for Retail To c o m p e t e i t o d a y s r e t a i l e v i r o m e t, y o u e e d a s i g l e, comprehesive view of your busiess. You have to tur the decisio-makig of your
More informationAssessment of the Board
Audit Committee Istitute Sposored by KPMG Assessmet of the Board Whe usig a facilitator, care eeds to be take if the idividual is i some way coflicted due to the closeess of their relatioship with the
More informationThe ERP Card-Solution. The power, control and efficiency of ERP combined with the ease-of-use and financial benefits of a P-Card.
The ERP Card-Solutio Xpoetial - It's about Itegratio The power, cotrol ad efficiecy of ERP combied with the ease-of-use ad fiacial beefits of a P-Card. TM poetial The ERP-Card Solutio P-Cards ad ERP For
More information*The most important feature of MRP as compared with ordinary inventory control analysis is its time phasing feature.
Itegrated Productio ad Ivetory Cotrol System MRP ad MRP II Framework of Maufacturig System Ivetory cotrol, productio schedulig, capacity plaig ad fiacial ad busiess decisios i a productio system are iterrelated.
More informationUtilities. White Paper. Reimagining Customer Care for Utilities during Storms
Utilities White Paper Reimagiig Customer Care for Utilities durig Storms About the Authors Sumit Kumar Ray Head, Strategy & Iovatio, Utilities Idustry Solutio Uit Sumit has over 18 years of experiece i
More informationDigital Enterprise. White Paper. Making a difference with a multichannel Content Marketing strategy
Digital Eterprise White Paper Makig a differece with a multichael Cotet Marketig strategy About the Author Medha Shrivastava Medha Shrivastava has over 10 years of experiece i digital cotet productio ad
More informationBig Data in Payments Unparalleled Opportunity for Strategic Excellence
A Poit of View Big Data i Paymets Uparalleled Opportuity for Strategic Excellece Small data is goe. Data is just goig to get bigger ad bigger ad bigger, ad people just have to thik differetly about how
More informationAgency Relationship Optimizer
Decideware Developmet Agecy Relatioship Optimizer The Leadig Software Solutio for Cliet-Agecy Relatioship Maagemet supplier performace experts scorecards.deploymet.service decide ware Sa Fracisco Sydey
More informationHealthcare. White Paper. Extracting Value from Healthcare Data: An Analysis of Industry Leading Data Models
Healthcare White Paper Extractig Value from Healthcare Data: A Aalysis of Idustry Leadig Data Models About the Authors Pakaj Siha Pratice Head - Iformatio Maagemet, Big Data & Aalytics, Tata Cosultacy
More informationUtilities. White Paper. The 'Social Utility': How Top Utilities Use Social Media
Utilities White Paper The 'Social Utility': How Top Utilities Use Social Media About the Authors Supratik Chaudhuri Head of Digital Services, Utilities At Tata Cosultacy Services (TCS), Supratik leads
More informationSupply Chain Management
Supply Chai Maagemet LOA Uiversity October 9, 205 Distributio D Distributio Authorized to Departmet of Defese ad U.S. DoD Cotractors Oly Aim High Fly - Fight - Wi Who am I? Dr. William A Cuigham PhD Ecoomics
More informationFive Effective Testing Practices to Assure Meaningful Use of Electronic Health Records
Poit of View Five Effective Testig Practices to Assure Meaigful of Electroic Health Records Abstract Meaigful ' has bee the buzzword i the US healthcare commuity as every care provider is gearig up for
More informationCustomer-Centric Digital Transformation: Analytics-Driven Impact on Business Strategies for Communications Service Providers
A Poit of View Customer-Cetric Digital Trasformatio: Aalytics-Drive Impact o Busiess Strategies for Commuicatios Service Providers Abstract Commuicatio service providers (CSPs) face a array of challeges
More informationleasing Solutions We make your Business our Business
if you d like to discover how Bp paribas leasig Solutios Ca help you to achieve your goals please get i touch leasig Solutios We make your Busiess our Busiess We look forward to hearig from you you ca
More informationANALYTICS. Insights that drive your business
ANALYTICS Isights that drive your busiess Eterprises are trasformig their busiesses by supplemetig their databases with real ad up-to-date customer data. Aalytics, as a catalyst, refies raw data ad aligs
More informationGrow your business with savings and debt management solutions
Grow your busiess with savigs ad debt maagemet solutios A few great reasos to provide bak ad trust products to your cliets You have the expertise to help your cliets get the best rates ad most competitive
More informationA Guide to Better Postal Services Procurement. A GUIDE TO better POSTAL SERVICES PROCUREMENT
A Guide to Better Postal Services Procuremet A GUIDE TO better POSTAL SERVICES PROCUREMENT itroductio The NAO has published a report aimed at improvig the procuremet of postal services i the public sector
More informationBusiness Process Services. White Paper. Connecting the Dots: Aligning Financial Goals with Operational Efficiencies
Busiess Process Services White Paper Coectig the Dots: Aligig Fiacial Goals with Operatioal Efficiecies About the Author Shirley Kamath Shirley is a Chartered Accoutat ad law graduate ad is curretly maagig
More informationSmart Connected Products & The Internet of Things
Smart Coected Products & The Iteret of Thigs Who we are Taget delivers Talet Globally. Established for 40 years we specialise i delivery of iovative & tailored talet solutios to customers aroud the world.
More informationTelecom. White Paper. Actionable Intelligence in the SDN Ecosystem: Optimizing Network Traffic through FRSA
Telecom White Paper Actioable Itelligece i the SDN Ecosystem: Optimizig Network Traffic through FRSA About the Authors Sumit Kapoor Sumit is a solutio architect i the telecom busiess uit at Tata Cosultacy
More informationPrescribing costs in primary care
Prescribig costs i primary care LONDON: The Statioery Office 13.50 Ordered by the House of Commos to be prited o 14 May 2007 REPORT BY THE COMPTROLLER AND AUDITOR GENERAL HC 454 Sessio 2006-2007 18 May
More informationBig Data Adoption An Iterative Approach to Harness the Power of Big Data
White Paper Big Data Adoptio A Iterative Approach to Haress the Power of Big Data The emergece of every ew techology brigs its ow share of Wow! ad Aha! factors. While these factors add value to the techology
More informationCreating an Agile BI Environment
White Paper Creatig a Agile BI Eviromet The rapidly chagig IT ecoomy has iflueced the Busiess Itelligece (BI) systems to look at iovative ways to be equally fast ad flexible. There is a eed to be more
More informationMobile Application Testing
White Paper Mobile Applicatio Testig Device ad platform diversity, short release cycles, lack of mature testig tools ad the variety of etwork coectivity optios result i frequet cost overrus ad missed deadlies
More informationSocial CRM Possibilities and Challenges
White Paper Social CRM Possibilities ad Challeges With the advet of social techologies, the cotrol has shifted to the hads of the customer. Brad messagig has moved from customer push to customer pull.
More informationU.S.-Based Project Centers Offer Superior Effectiveness Over Offshore in CRM Implementations
U.S.-Based Project Ceters Offer Superior Effectiveess Over Offshore i CRM Implemetatios A Eagle Creek Software Services White Paper, 2012 Today s busiess eviromet is more competitive tha ever. I order
More informationAgenda. Outsourcing and Globalization in Software Development. Outsourcing. Outsourcing here to stay. Outsourcing Alternatives
Outsourcig ad Globalizatio i Software Developmet Jacques Crocker UW CSE Alumi 2003 jc@cs.washigto.edu Ageda Itroductio The Outsourcig Pheomeo Leadig Offshore Projects Maagig Customers Offshore Developmet
More informationCombating Fraud and Money Laundering: How the Financial Services Industry Can Leverage Big Data
A Poit of View Combatig Fraud ad Moey Lauderig: How the Fiacial Services Idustry Ca Leverage Big Data Abstract Fiacial istitutios across the globe are losig a cosiderable amout of their aual icome to fraud.
More informationBaan Service Master Data Management
Baa Service Master Data Maagemet Module Procedure UP069A US Documetiformatio Documet Documet code : UP069A US Documet group : User Documetatio Documet title : Master Data Maagemet Applicatio/Package :
More informationfacing today s challenges As an accountancy practice, managing relationships with our clients has to be at the heart of everything we do.
CCH CRM cliet relatios facig today s challeges As a accoutacy practice, maagig relatioships with our cliets has to be at the heart of everythig we do. That s why our CRM system ca t be a bolt-o extra it
More informationTransformation of Storage Technology Industry: Digital Trends and their Impact
A Poit of View Trasformatio of Storage Techology Idustry: Digital Treds ad their Impact The Evolvig Storage Idustry Ladscape With limitless possibilities throw ope by the Digital Five Forces Big Data ad
More informationMaking training work for your business
Makig traiig work for your busiess Itegratig core skills of laguage, literacy ad umeracy ito geeral workplace traiig makes sese. The iformatio i this pamphlet will help you pla for ad build a successful
More informationManufacturing. White Paper. Adopting e-commerce: An Overview for Industrial Manufacturers
Maufacturig White Paper Adoptig e-commerce: A Overview for Idustrial Maufacturers About the Authors Avai Vadodaria Assistat Cosultat Avai has over ie years of experiece i fuctioal ad techical developmet
More informationContent and Rights Management in the Broadcasting Industry
White Paper Cotet ad Rights Maagemet i the Broadcastig Idustry The Broadcastig busiess has udergoe drastic chages i recet times. Due to the rapid advaces i techology, cotet is ow available i various ew
More informationA GUIDE TO BUILDING SMART BUSINESS CREDIT
A GUIDE TO BUILDING SMART BUSINESS CREDIT Establishig busiess credit ca be the key to growig your compay DID YOU KNOW? Busiess Credit ca help grow your busiess Soud paymet practices are key to a solid
More informationMobility. Manage Agility with Our Technology
Mobility Maage Agility with Our Techology Smart mobile strategies are redefiig busiess performace today. Mobility as a eabler is oe of our key busiess objectives. As a radical orgaizatio, we defie comprehesive
More informationInsurance. White Paper. Why Contact Centers have to Evolve to Customer Engagement Center?
Isurace White Paper Why Cotact Ceters have to Evolve to Customer Egagemet Ceter? About the Authors Sudhakar Bellam, Head, Busiess Process Maagemet ad Itegratio Practice, Isurace ad Healthcare Sudhakar
More informationMake Your Dive into Big Data Rewarding with an Effective Quality Assurance and Testing Strategy
A Poit of View Make Your Dive ito Big Data Rewardig with a Effective Quality Assurace ad Testig Strategy Data has always bee a itegral part of busiess. Techology trasformatio has further reiforced this
More informationCHAPTER 3 THE TIME VALUE OF MONEY
CHAPTER 3 THE TIME VALUE OF MONEY OVERVIEW A dollar i the had today is worth more tha a dollar to be received i the future because, if you had it ow, you could ivest that dollar ad ear iterest. Of all
More informationTransform Legacy Systems for Improved Customer Experience
White Paper Trasform Legacy Systems for Improved Customer Experiece Property ad Casualty (P&C) Isurers aroud the world are at a crossroads today, i search of a respose to the traditioal challege of keepig
More informationConnecting the Business, Development, and Operational dots in an enterprise [BizDevOps] - A TCS Approach
White Paper Coectig the Busiess, Developmet, ad Operatioal dots i a eterprise [BizDevOps] - A TCS Approach Eterprises are uder cotiuous pressure to deliver iovative solutios that drive busiess results.
More informationCommercial Real Estate Women Network
Commercial Real Estate Wome Network About CREW Network Fouded i 1989, CREW Network is the idustry s premier busiess etworkig orgaizatio dedicated to ifluecig the success of the commercial real estate idustry
More informationSilver Lining of Cloud Computing
White Paper Silver Liig of Cloud Computig - Key Priciples ad Best Practices CXOs eed to evaluate differet deploymet models, service models ad key characteristics of the cloud to implemet the precise spectrum
More informationContactPro Desktop for Multi-Media Contact Center
CotactPro Desktop for Multi-Media Cotact Ceter CCT CotactPro (CP) is the perfect solutio for the aget desktop i a Avaya multimedia call ceter eviromet. CotactPro empowers agets to efficietly serve customers
More informationBanking & Financial Services. White Paper. Client Onboarding: Digitize to Optimize
Bakig & Fiacial Services White Paper Cliet Oboardig: Digitize to Optimize About the Author Gaesh Raghava Padmaabha Gaesh Raghava is a Domai Cosultat with the Bakig ad Fiacial Services (BFS) uit at Tata
More informationManaging an Oracle ERP Upgrade with Best Practices in Organizational Change Management
A Poit of View Maagig a Oracle ERP Upgrade with Best Practices i Orgaizatioal Chage Maagemet The implemetatio or upgrade of eterprise-wide systems, such as resource plaig tools, creates sigificat chage
More informationManufacturing. White Paper. See through the Supply Chain: Enhance Visibility and Reduce Risk
Maufacturig White Paper See through the Supply Chai: Ehace Visibility ad Reduce Risk About the Authors Sharad Jadhav Sharad Jadhav is a Lead Cosultat for the supply chai domai. He is a part of the Iovatio
More informationPRICE BAILEY CHARITIES & NOT FOR PROFIT THE RIGHT ADVICE FOR LIFE
PRICE BAILEY CHARITIES & NOT FOR PROFIT THE RIGHT ADVICE FOR LIFE OUR EXPERTISE To arrage a meetig with a member of for more iformatio about Price Bailey, At Price Bailey, we recogise that charity ad ot-for-profit
More informationWhat is IT Governance?
30 Caada What is IT Goverace? ad why is it importat for the IS auditor By Richard Brisebois, pricipal of IT Audit Services, Greg Boyd, Director ad Ziad Shadid, Auditor. from the Office of the Auditor Geeral
More informationEngineering Data Management
BaaERP 5.0c Maufacturig Egieerig Data Maagemet Module Procedure UP128A US Documetiformatio Documet Documet code : UP128A US Documet group : User Documetatio Documet title : Egieerig Data Maagemet Applicatio/Package
More informationBusiness Intelligence on the Cloud: Overview and Use Cases
White Paper Busiess Itelligece o the Cloud: Overview ad Use Cases The use of Busiess Itelligece (BI) i the cloud is a game-chager, as it makes BI affordable ad easily available as compared to traditioal
More informationTelecom. White Paper. Automating Performance Testing of Network Virtualization Platforms
Telecom White Paper Automatig Performace Testig of Network Virtualizatio Platforms About the Author Sahil Shah Sahil Shah is the Techical Lead of NextGe R&D Telecom iitiatives withi Tata Cosultacy Services'
More informationAssurance. White Paper. Are you riding the digital wave on an assurance surfboard you can rely on?
Assurace White Paper Are you ridig the digital wave o a assurace surfboard you ca rely o? About the Author Subramaia Prasad Mk Subramaia Prasad MK is the Practice Maager for TCS Assurace Service Uit. Resposible
More informationCREATIVE MARKETING PROJECT 2016
CREATIVE MARKETING PROJECT 2016 The Creative Marketig Project is a chapter project that develops i chapter members a aalytical ad creative approach to the marketig process, actively egages chapter members
More informationINVESTMENT PERFORMANCE COUNCIL (IPC) Guidance Statement on Calculation Methodology
Adoptio Date: 4 March 2004 Effective Date: 1 Jue 2004 Retroactive Applicatio: No Public Commet Period: Aug Nov 2002 INVESTMENT PERFORMANCE COUNCIL (IPC) Preface Guidace Statemet o Calculatio Methodology
More informationDigital Enterprise Unit. White Paper. Leveraging Best Practices and Recommendations for Optimal Performance Tuning of IBM Campaign
Digital Eterprise Uit White Paper Leveragig Best Practices ad Recommedatios for Optimal Performace Tuig of IBM Campaig About the Author Harshal Tejale Harshal Tejale is a Assistat Cosultat at Tata Cosultacy
More informationTIAA-CREF Wealth Management. Personalized, objective financial advice for every stage of life
TIAA-CREF Wealth Maagemet Persoalized, objective fiacial advice for every stage of life A persoalized team approach for a trusted lifelog relatioship No matter who you are, you ca t be a expert i all aspects
More informationA guide to School Employees' Well-Being
A guide to School Employees' Well-Beig Backgroud The public school systems i the Uited States employ more tha 6.7 millio people. This large workforce is charged with oe of the atio s critical tasks to
More informationDomain 1: Designing a SQL Server Instance and a Database Solution
Maual SQL Server 2008 Desig, Optimize ad Maitai (70-450) 1-800-418-6789 Domai 1: Desigig a SQL Server Istace ad a Database Solutio Desigig for CPU, Memory ad Storage Capacity Requiremets Whe desigig a
More informationTelecom. White Paper. Prioritizing Mice Flows in Software Defined Networks for Enhanced Monetization and User Experience
Telecom White Paper Prioritizig Mice Flows i Software Defied Networks for Ehaced Moetizatio ad User Experiece About the Authors Partha Datta Partha Datta has bee workig with Tata Cosultacy Services (TCS)
More informationManufacturing. White Paper. Managing Knowledge from Big Data Analytics in Product Development
Maufacturig White Paper Maagig Kowledge from Big Data Aalytics i Product Developmet About the Authors Tushar Rajpathak Seior Cosultat, Maufacturig Iovatio ad Trasformatio Group, TCS Tushar has over 18
More informationAuthentication - Access Control Default Security Active Directory Trusted Authentication Guest User or Anonymous (un-authenticated) Logging Out
FME Server Security Table of Cotets FME Server Autheticatio - Access Cotrol Default Security Active Directory Trusted Autheticatio Guest User or Aoymous (u-autheticated) Loggig Out Authorizatio - Roles
More informationUnleashing Legacy Modernization Complexities
Isurace White Paper Uleashig Legacy Moderizatio Complexities A Busiess Drive Metrics based Egieered ad Agile Approach About the Authors Nethaji Chapala Cosultig Parter, Trasformatio Group, Isurace ad Healthcare
More informationODBC. Getting Started With Sage Timberline Office ODBC
ODBC Gettig Started With Sage Timberlie Office ODBC NOTICE This documet ad the Sage Timberlie Office software may be used oly i accordace with the accompayig Sage Timberlie Office Ed User Licese Agreemet.
More informationIntelliSOURCE Comverge s enterprise software platform provides the foundation for deploying integrated demand management programs.
ItelliSOURCE Comverge s eterprise software platform provides the foudatio for deployig itegrated demad maagemet programs. ItelliSOURCE Demad maagemet programs such as demad respose, eergy efficiecy, ad
More informationGlobal Consulting Practice. White Paper. Application Portfolio Rationalization How IT Simplification and Standardization Ensure Business Growth
Global Cosultig Practice White Paper Applicatio Portfolio Ratioalizatio How IT Simplificatio ad Stadardizatio Esure Busiess Growth About the Author Sombit Neogi Sombit Neogi is a seior cosultat with TCS'
More informationEnvironmental Compliance Management Systems
White Paper Evirometal Compliace Maagemet Systems Compliace towards Evirometal Regulatios like Restrictio of Hazardous Substaces (RoHS), Registratio, Evaluatio, Authorizatio ad Restrictio of Chemical substaces
More informationConfiguring Additional Active Directory Server Roles
Maual Upgradig your MCSE o Server 2003 to Server 2008 (70-649) 1-800-418-6789 Cofigurig Additioal Active Directory Server Roles Active Directory Lightweight Directory Services Backgroud ad Cofiguratio
More informationGoVal Group Government Consulting and Valuation Advisory Group. real. Real expertise. Real choices. Real value.
GoVal Group Govermet Cosultig ad Valuatio Advisory Group real. Real expertise. Real choices. Real value. Novogradac s GoVal Group Specialized cosultig services from a idustry leader. real choices. A uique
More informationStatement of cash flows
6 Statemet of cash flows this chapter covers... I this chapter we study the statemet of cash flows, which liks profit from the statemet of profit or loss ad other comprehesive icome with chages i assets
More informationBanking & Financial Services. White Paper. Enterprise Performance Management Driving Shareholder Value for Banks
Bakig & Fiacial Services White Paper Eterprise Performace Maagemet Drivig Shareholder Value for Baks About the Author Sridhar Sriivasa Sridhar Sriivasa is a Domai Cosultat with the Fiace ad Reportig practice
More informationPlatform Solutions. White Paper. Sustainable Savings through Category Approach
Platform Solutios White Paper Sustaiable Savigs through Category Approach About the Authors Sajit Ghati Sajit is a procuremet cosultat with TCS' Platform Solutios uit. He has over 20 years of experiece
More information