ANALYZE ACT AND ADAPT. Analytics Suite: Loyalty And Churn Analytics

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "ANALYZE ACT AND ADAPT. Analytics Suite: Loyalty And Churn Analytics"

Transcription

1 ANALYZE ACT AND ADAPT Analytics Suite: Loyalty And Churn Analytics

2 Introduction Increasing market saturation means everyone is struggling to keep their customers and attract someone else s. The competition is fierce and churn rates are high from 10 percent in mature markets through to 67 percent in areas dominated by pre-paid subscribers 1. The impact on revenue is huge, representing as much as 40 percent of communication service providers total revenue. The survival of any business, therefore, is based on its ability to retain customers. Taking a reactive approach to churn is not the answer. Success rests in investing in the most valuable customers and gaining their loyalty by delivering the specific experience they expect. Our Loyalty & Churn Analytics module has been developed from research of more than 70 communication service providers worldwide assessing 200 loyalty programs. It is a key tool for developing deeper customer insight from the wealth of data available in your network and using this knowledge to create the right campaigns delivered to the right customer, time and time again. We use an end-to-end framework that brings together churn and loyalty analytics, and campaign and promotion management. It reuses your existing investment in business support solutions and can be integrated with existing data sources for charging, device and demographic information. AnalyticsSuite supports you in: >> Analyzing the vast amounts of data you have >> Acting on this information with targeted activities for the right customers >> Adapting and following-up your strategies to continually improve results. You can therefore answer the key questions: Who are my most valuable customers? Who is about to churn? Which campaigns are successful? How did a customer s behavior change during and after a campaign? Are we maximizing our marketing spend? Our solution has a roadmap-driven development that uses leading innovation in the field of analytics while protecting your existing investments. This release, using Loyalty & Churn Analytics with support from Campaign & Promotion Management, builds on the previously released Service Analytics module that uses a customer-centric approach to gain deeper customer understanding to better influence behavior to build revenue. 1 Wireless Matrix, Merrill Lynch, 2009 Ericsson Analytics Suite: Loyalty And Churn Analytics 2

3 Market overview Churn is one of the biggest challenges facing the market; one that can have a dramatic impact on profitability. As many as three-quarters of customers signing up for new telecoms contracts have churned from another communication service provider. Industry retention surveys have shown that while price and product are important, most people leave a service because they are not happy with the way they are treated. Lack of rewards for contract renewal and limited discounts top the list of reasons. To address this, communication service providers are largely providing initiatives towards broad customer segments, encouraging subscribers to spend more, either on existing services or by signing up to new services. These loyalty programs can loosely be divided into three categories. > > Transactional programs based on rewarding specific customer behavior, for example, send 20 MMSs get five free. They have a short-term benefit > > Relational programs focusing on building long-term relationships for ongoing benefits. These include tier programs (bronze, silver, gold) that both reward loyalty and encourage greater spending > > Targeted programs based on specific segmentation criteria, targeted activities are directed at key customers to prevent churn. These include exclusive offers that are not tied to any specific threshold or require any specific behavior. Despite the heavy investment in preventing churn, there is still room for significant improvement. Figures from Routes to Revenue research, conducted by InfoPrint Solutions Company, show that more than 50 percent of marketers feel they do not have good insight into retention rates, customer profitability and the lifetime value of their customers. Further, that just 15 percent of marketers believe their companies are doing an extremely good job of integrating disparate customer data sources and repositories. An Ericsson study further reveals that 40 percent of marketers do not have the capability to follow-up their campaigns and promotions, and therefore do not know the impact of their activities on customer behavior. There are several loyalty management solutions available today from different vendors focusing on specific steps of the offering lifecycle analytics, campaign management or loyalty management rather than covering all areas. Ericsson Analytics Suite: Loyalty And Churn Analytics 3

4 Key capabilities Know your customer to increase revenue Knowing what your customers like and dislike is key to building customer intimacy and therefore keeping them spending in your network. The Loyalty & Churn Analytics module has the functionality to analyze the customer base and segment subscribers according to a broad range of parameters, in numerous combinations. It takes customer data from both network elements and related sources such as charging, customer device, and demographic information, to provide a complete picture of the user. AnalyticsSuite can identify your most valuable and influential customers or identify who is about to churn. Knowing your customers, however, is a long-term project, one that needs constant attention. The tagging at the heart of AnalyticsSuite ensures you can keep track of your micro-segments both during a campaign or promotion and after it concludes. The lessons we have learned from years of working with the pre-paid market are built in to AnalyticsSuite. It can dig in to spend and refill behavior, service mix and usage patterns and even device choice to give a better understanding of this highly changeable market. End-to-end approach to loyalty management Combining Loyalty & Churn Analytics and Campaign & Promotion Management with business support solutions gives you a complete, end-to-end process to address the key reasons customers seek new providers while building the intimacy they are searching for. Our framework provides a never-ending process to analyze, act and adapt, eliminating the need to duplicate previous actions every time a new campaign is developed. The result is a better return on investment while prolonging the customer lifecycle. It is based on three core components: Loyal & Churn Analytics: to analyze customers according to multiple parameters, such as demographics, device type, usage and expenditure, to create micro-segments as the basis for targeted activities. It is also crucial to follow-up campaigns and promotions to determine their success and how best to adapt them. Campaign & Promotion Management: to design and market campaigns to reach selected customer micro-segments over multiple channels such as , IVR and SMS. Reuse of business support solutions: the business support solution contains and executes the loyalty program that has been set up for each customer segment. Data from the business support solution is fed directly into Loyalty & Churn Analytics for ongoing analysis of the program. Ericsson Analytics Suite: Loyalty And Churn Analytics 4

5 Key capabilities (Con t) Easy to understand, easy to use Loyalty & Churn Analytics and Campaign & Promotion Management are built on user-friendly interfaces that allow the user to identify a micro-segment, tag it for targeting, apply the right promotion or campaign, and then follow-up the result. A series of pull-down menus make it quick to build up a profile or analysis, but just as quickly adjust or redefine the boundaries if the desired result is not obtained. By simplifying and automating the processes and giving you real-time control over your campaigns, AnalyticsSuite presents an effective tool for providing and managing point systems, allowing you to realize the full potential of this in-demand loyalty generator. This ease of use, along with an interactive dashboard, key performance indicators and reports, can be customized to generate user-specific information, ensuring AnalyticsSuite can be operated in-house with the right information for the right people. Reduce your costs Combining analytics, campaign management and business support solutions into one integrated solution is cost-effective from both an investment and operational perspective. The easy-to-use interfaces that link each stage of the framework greatly simplify the analysis and marketing processes, eliminating time-consuming procedures and the vast amount of manual handling previously associated with collating data from disparate sources. For the same reason, AnalyticsSuite can be operated completely in-house, by your own staff. AnalyticsSuite has been designed to leverage your existing business support solutions, by reusing functionality and key loyalty features, ensuring you can act on customer insight without having to reinvest. AnalyticsSuite is pre-integrated with Ericsson s Charging System, further reducing your costs. 5 Ericsson Analytics Suite: Loyalty And Churn Analytics

6 Executive summary After studying more than 70 communication service providers worldwide and analyzing 200 loyalty programs, we can confidently say that better customer segmentation, adequate profiling, targeted promotions strategies and structured follow-up, will greatly improve customer loyalty and ultimately your market share. But the reality is many communication service providers (as many as 40 percent) simply don t have the tools, resources or expertise to adequately follow-up their marketing activities to fully understand the impact they have on customer behavior. A recent survey by the CMO Council revealed that more than 50 percent of the respondents had fair, little, or no knowledge of their customer demographic, behavioral, psychographic and transactional data, while only 6 percent said they had excellent knowledge of the customer. Ericsson s AnalyticsSuite unlocks the value of the large amount of network and data assets that you have, giving you the opportunity to use analytics to build knowledge about your customers and boost your business. Our loyalty and churn module is built on a framework that combines analytics, campaign management and your business support solution. With accessible, reliable and accurate data, you can identify your most valuable customers, and follow-up results from targeted actions to improve the result of the next campaign and avoid cannibalization of other offerings. In other words analyze, act and adapt. Using our unique telecom experience and charging data knowledge, Ericsson provides a unique end-to-end approach to analytics. Our integrated solution, combined with detailed systems integration experience and experienced business and technology consultants, helps cut time-to-market, simplifies deployment and reduces integration hassles. The end-to-end approach of the offering lifecycle framework gives you ongoing value, in direct contrast to the more common approach of a one-off service consultancy. Just as importantly, it gives you the information you need to address not only post-paid customers, but previously mostly anonymous pre-paid subscribers, who are the more likely customer segment to churn. The solution s future-proof roadmap will evolve in line with related technology, for instance the Ericsson Charging System, and every release will ensure backward compatibility to protect your investment. Ericsson Analytics Suite: Loyalty And Churn Analytics 6

7 Complete Solution Loyalty & Churn Analytics together with Campaign & Promotion Management puts you in control. With a flexible and rich suite of analytics tools adapted to your business you can identify and stimulate your most valuable customers with efficient, targeted promotions and keep your budget under control. An end-to-end solution framework analyze, act, adapt our solution has been developed to empower you with pre-configured programs, advanced customer analytics and tools that enable management and follow-up of the whole offering lifecycle. You don t have to do it alone. Ericsson s business consultants can work with your marketing department to assess the success of your current activities and develop new strategies, as required, aligned with your business objectives. Together you can define your operational needs and determine the most efficient and cost-effective way of achieving them. Ericsson has carried out more than 700 business consulting projects, ensuring that networks in 175 countries can deliver reliable services to more than 2 billion customers. At the same time, we have more than 100 managed services contracts where we manage part or all of a communication service provider s business contributing to a wide base of knowledge and best practice that we can share with you. With more than 1,000 integration projects each year, Ericsson s capabilities in systems integration ensure your solution works effectively and efficiently from the start, eliminating costly delays and downtime and that it is implemented according to your budget. Ericsson also provides the right long-term support to help you stay ahead of the game. By working side-by-side with your staff and with our tailored training services, efficient knowledge transfer and better use and interpretation of dashboards and reports is achieved. AnalyticsSuite is built on our end-to-end competence in networks and charging systems, so you will be prepared for the future. Ericsson Analytics Suite: Loyalty And Churn Analytics 7

8 Ericsson is shaping the future of Mobile and Broadband Internet communications through its continuous technology leadership. Providing innovative solutions in more than 175 countries, Ericsson is helping to create the most powerful communication companies in the world. Ericsson AB Bahrain Al-Moayyed House Seef District PO Box Manama Kingdom of Bahrain Telephone: Ericsson AB Jordan Fountain Plaza, Sweifieh PO Box Amman Jordan Telephone: +962 (06) Ericsson AB Oman Assrain House Building 65, Al Khuwair PO Box. 1945, PC 112 Ruwi Oman Telephone: Ericsson AB Kuwait Telephone Equipment & Service Behbehani Complex, Sharq City PO Box 5979 Safat Kuwait Telephone: The content of this document is subject to revision without notice due to continued progress in methodology, design and manufacturing. Ericsson shall have no liability for any error or damage of any kind resulting from the use of this document Ericsson AB SE Stockholm, Sweden Telephone: EN/LZT R1A Ericsson AB 2010

Yield Optimization. Increased revenue improved user experience

Yield Optimization. Increased revenue improved user experience Yield Optimization Increased revenue improved user experience INTRODUCTION User experience is central to operator success. Satisfied subscribers are more loyal an essential consideration in competitive

More information

DATA-DRIVEN EFFICIENCY

DATA-DRIVEN EFFICIENCY DATA-DRIVEN EFFICIENCY Combining actionable information with market insights to work intelligently and reduce costs ACTIONABLE INTELLIGENCE Ericsson is driving the development of actionable intelligence

More information

Customer Care for High Value Customers:

Customer Care for High Value Customers: Customer Care for High Value Customers: Key Strategies Srinivasan S.T. and Krishnan K.C. Abstract Communication Service Providers (CSPs) have started investing in emerging technologies as a result of commoditization

More information

Fast, Flexible & In Control MEET THE AGILE OPERATOR

Fast, Flexible & In Control MEET THE AGILE OPERATOR Fast, Flexible & In Control MEET THE AGILE OPERATOR From managing Scale To managing diversity Source: Ericsson Mobility Report, November 2013 A connected world is just the beginning The Networked Society

More information

ramyam E x p e r i e n c e Y o u r C u s t o m e r s D e l i g h t Ramyam is a Customer Experience Management Company Intelligence Lab

ramyam E x p e r i e n c e Y o u r C u s t o m e r s D e l i g h t Ramyam is a Customer Experience Management Company Intelligence Lab ramyam Intelligence Lab E x p e r i e n c e Y o u r C u s t o m e r s D e l i g h t Ramyam is a Customer Experience Management Company enliven CEM An enterprise grade Customer Experience Management Solu

More information

DATA-ENHANCED CUSTOMER EXPERIENCE

DATA-ENHANCED CUSTOMER EXPERIENCE DATA-ENHANCED CUSTOMER EXPERIENCE Using big data analytics to gather essential insight into user behaviors ACTIONABLE INTELLIGENCE Ericsson is driving the development of actionable intelligence within

More information

Maximize customer value and reduce costs and risk

Maximize customer value and reduce costs and risk Maximize customer value and reduce costs and risk companies around the world face the same challenges: How can they lower costs while increasing profitability? Improve efficiency? Identify, attract and

More information

Customer Segmentation and Profitability

Customer Segmentation and Profitability Customer Segmentation and Profitability Building Loyal, Profitable Customers S O L U T I O N P A P E R : FINANCIAL SERVICES SOLUTION PAPER: FINANCIAL SERVICES Customer Segmentation and Profitability Building

More information

Customer centric managed services. Helping businesses thrive through joint strategic partnerships

Customer centric managed services. Helping businesses thrive through joint strategic partnerships Customer centric managed services Helping businesses thrive through joint strategic partnerships AN EVOLVING MODEL Managed services are evolving, and with them the model of business relationships that

More information

Genesys Notification Center

Genesys Notification Center Genesys Notification Center Benefits Optimize Campaign Results: Increase contact and response rates Decrease inbound call volumes Drive high-value inbound calls Simplify Compliance: Self-service rules

More information

Unlocking the opportunity with Decision Analytics

Unlocking the opportunity with Decision Analytics Unlocking the opportunity with Decision Analytics Not so long ago, most companies could be successful by simply focusing on fundamentals: building a loyal customer base through superior products and services.

More information

Pipeline. Your OSS/BSS Information Source. Delivering Customer-Personalization Through Intelligent Applications

Pipeline. Your OSS/BSS Information Source. Delivering Customer-Personalization Through Intelligent Applications Pipeline Your OSS/BSS Information Source. Delivering Customer-Personalization Through Intelligent Applications Key Strategies For Increasing Revenue Through Personalization By John Konczal and Michael

More information

WHITE PAPER DON T REACT ACT! HOW PROACTIVE REVENUE MANAGEMENT CAN PAY OFF BIG IN TODAY S MARKETS

WHITE PAPER DON T REACT ACT! HOW PROACTIVE REVENUE MANAGEMENT CAN PAY OFF BIG IN TODAY S MARKETS WHITE PAPER DON T REACT ACT! HOW PROACTIVE REVENUE MANAGEMENT CAN PAY OFF BIG IN TODAY S MARKETS CONTENTS EXECUTIVE SUMMARY 1 INTRODUCTION 2 REACTING TO A POOR CUSTOMER EXPERIENCE IS TOO LATE AND LEADS

More information

consumerlab Keeping Smartphone users loyal Assessing the impact of network performance on consumer loyalty to operators

consumerlab Keeping Smartphone users loyal Assessing the impact of network performance on consumer loyalty to operators consumerlab Keeping Smartphone users loyal Assessing the impact of network performance on consumer loyalty to operators An Ericsson Consumer Insight Summary Report June 2013 contents USER BEHAVIOR IS CHANGING

More information

Insurance customer retention and growth

Insurance customer retention and growth IBM Software Group White Paper Insurance Insurance customer retention and growth Leveraging business analytics to retain existing customers and cross-sell and up-sell insurance policies 2 Insurance customer

More information

Decisioning for Telecom Customer Intimacy. Experian Telecom Analytics

Decisioning for Telecom Customer Intimacy. Experian Telecom Analytics Decisioning for Telecom Customer Intimacy Experian Telecom Analytics Turning disruption into opportunity The traditional telecom business model is being disrupted by a variety of pressures from heightened

More information

Deriving Call Data Record Insights through Self Service BI Reporting

Deriving Call Data Record Insights through Self Service BI Reporting Deriving Call Data Record Insights through Self Service BI Reporting The Need for Business Intelligence BI assists corporate managers and decision makers to make relevant, accurate, timely and smart decision

More information

Differentiate your business with a cloud contact center

Differentiate your business with a cloud contact center Differentiate your business with a cloud contact center A guide to selecting a partner that will enhance the customer experience An Ovum White Paper Sponsored by Cisco Systems, Inc. Publication Date: September

More information

Accenture Technology Consulting. Clearing the Path for Business Growth

Accenture Technology Consulting. Clearing the Path for Business Growth Accenture Technology Consulting Clearing the Path for Business Growth Mega technology waves are impacting and shaping organizations in a profound way When a company s executive management team considers

More information

The case for Centralized Customer Decisioning

The case for Centralized Customer Decisioning IBM Software Thought Leadership White Paper July 2011 The case for Centralized Customer Decisioning A white paper written by James Taylor, Decision Management Solutions. This paper was produced in part

More information

Achieving customer loyalty with customer analytics

Achieving customer loyalty with customer analytics IBM Software Business Analytics Customer Analytics Achieving customer loyalty with customer analytics 2 Achieving customer loyalty with customer analytics Contents 2 Overview 3 Using satisfaction to drive

More information

Nokia Siemens Networks Network management to service management - A paradigm shift for Communications Service Providers

Nokia Siemens Networks Network management to service management - A paradigm shift for Communications Service Providers White paper Nokia Siemens Networks Network management to service management - A paradigm shift for Communications Service Providers Service management solutions enable service providers to manage service

More information

Patient Relationship Management

Patient Relationship Management Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information

More information

Customer-centric default management Taking collections to the next level

Customer-centric default management Taking collections to the next level Experience the commitment ISSUE PAPER Customer-centric default management Taking collections to the next level This issue paper describes how customer-centric default management can generate both short-term

More information

The New Path to Customer Engagement: Real-time Analytics

The New Path to Customer Engagement: Real-time Analytics The New Path to Customer Engagement: Real-time Analytics Armed with the ability to process and analyze large amounts of customer data quickly and in real time, telcos can advance to a new level of customer-focused

More information

REDEFINE CUSTOMER EXPERIENCE with ITC INFOTECH

REDEFINE CUSTOMER EXPERIENCE with ITC INFOTECH REDEFINE CUSTOMER EXPERIENCE with ITC INFOTECH Partner of choice for CX Cloud The customer is being rediscovered giving rise to the need for a defined and actionable enterprise customer experience strategy

More information

W H I T E P A P E R. Real Time Marketing Connecting with Customers at the Moment of Truth. 2014 LUMATA All Rights Reserved

W H I T E P A P E R. Real Time Marketing Connecting with Customers at the Moment of Truth. 2014 LUMATA All Rights Reserved W H I T E P A P E R Real Time Marketing Connecting with Customers at the Moment of Truth R E A L - T I M E M A R K E T I N G Today, consumers are facing an unprecedented level of 'noise' generated by marketing

More information

End-User Insight. Service Description

End-User Insight. Service Description End-User Insight Service Description ConsumerLab End-User Insight service description page 2 (17) Ericsson has an unparalleled understanding of end-user drivers and attitudes towards technology. We carry

More information

UDC IN A BOX. A complete User Data Management Solution to meet different business needs

UDC IN A BOX. A complete User Data Management Solution to meet different business needs UDC IN A BOX A complete User Data Management Solution to meet different business needs Contents ENABLING CUSTOMER CENTRIC NETWORKS MORE THAN WHAT MEETS THE EYE CONCLUSION GLOSSARY FURTHER READING 2 4 6

More information

Research Report Charging and Billing for the Digital Economy

Research Report Charging and Billing for the Digital Economy Research Report Charging and Billing for the Digital Economy Copyright Openet Telecom, 2013 Index Introduction 3 1. The Future for Traditional Billing and Charging 4 2. Innovating and Accelerating Time

More information

Social Business Analytics

Social Business Analytics IBM Software Business Analytics Social Analytics Social Business Analytics Gaining business value from social media 2 Social Business Analytics Contents 2 Overview 3 Analytics as a competitive advantage

More information

Cincom Business Intelligence Solutions

Cincom Business Intelligence Solutions CincomBI Cincom Business Intelligence Solutions Business Users Overview Find the perfect answers to your strategic business questions. SIMPLIFICATION THROUGH INNOVATION Introduction Being able to make

More information

Assessing campaign management technology

Assessing campaign management technology Assessing campaign management technology Introduction Table of contents 1: Introduction 2: 1. Can the campaign management platform be used to build a single marketing view of customers? 3: 2: Can the campaign

More information

Decisioning for Telecom Customer Intimacy. Experian Telecom Analytics

Decisioning for Telecom Customer Intimacy. Experian Telecom Analytics Decisioning for Telecom Customer Intimacy Experian Telecom Analytics Turning disruption into opportunity The traditional telecom business model is being disrupted by a variety of pressures. From heightened

More information

Genesys Outbound Engagement Center

Genesys Outbound Engagement Center Genesys Outbound Engagement Center Benefits Optimize Campaign Results: Increase contact and response rates Decrease inbound call volumes Drive high-value inbound calls Maximize Agent Productivity: Increase

More information

Capabilities overview. Retail Banking: A Transformational Model for Growth Using a Customer-Centric Approach

Capabilities overview. Retail Banking: A Transformational Model for Growth Using a Customer-Centric Approach Capabilities overview Retail Banking: A Transformational Model for Growth Using a Customer-Centric Approach Capabilities Overview It s a New World The retail banking industry is in the midst of a seismic

More information

How to increase Marketing Efficiency to Gain and Retain Customers

How to increase Marketing Efficiency to Gain and Retain Customers How to increase Marketing Efficiency to Gain and Retain Customers How marketing automation and CRM can help a midsized business consolidate data, improve customer information, streamline marketing efforts,

More information

Helping electronics and high-tech companies improve business performance through better service management and support

Helping electronics and high-tech companies improve business performance through better service management and support Helping electronics and high-tech companies improve business performance through better service management and support Accenture and Oracle Corporation help electronics and high-tech companies improve

More information

CREDIT PROCESSING. First Data takes you beyond with Credit solutions designed to meet the ever-evolving needs of your customers.

CREDIT PROCESSING. First Data takes you beyond with Credit solutions designed to meet the ever-evolving needs of your customers. CREDIT PROCESSING First Data takes you beyond with Credit solutions designed to meet the ever-evolving needs of your customers. Enabling innovative solutions through strategic alliances HOW WILL YOU GO

More information

introducing efs EFS covers ThE Following ESSEnTial FEEDBacK requirements:

introducing efs EFS covers ThE Following ESSEnTial FEEDBacK requirements: introducing efs QuestBack s EFS is a powerful, uniquely complete and easy-to-use feedback platform that puts you one step ahead of your competitors. Engineered from the ground up for fast, efficient working,

More information

The Kentico EMS. value. Gain more leads, create compelling content, and optimize your marketing with Kentico EMS. Easy to use for creating

The Kentico EMS. value. Gain more leads, create compelling content, and optimize your marketing with Kentico EMS. Easy to use for creating Gain more leads, create compelling content, and optimize your marketing with Kentico EMS. Built on a scalable enterprise platform as part of Kentico CMS 7 Easy to use for creating online campaigns, forms,

More information

ARE YOU READY. to unveil your next-generation services?

ARE YOU READY. to unveil your next-generation services? ARE YOU READY to unveil your next-generation services? Give your subscribers WHAT THEY WANT ( ) Subscribers want more. More services, more control, more flexibility. At Redknee, we help operators maximize

More information

MANAGED SERVICES. A partnership for cost efficient operations and service quality

MANAGED SERVICES. A partnership for cost efficient operations and service quality MANAGED SERVICES A partnership for cost efficient operations and service quality Releasing your potential Establishing and managing networks can be challenging and time-consuming activities for operators

More information

Digital Strategy. Digital Strategy. 2015 CGI IT UK Ltd. Digital Innovation. Enablement Services

Digital Strategy. Digital Strategy. 2015 CGI IT UK Ltd. Digital Innovation. Enablement Services Digital Strategy Digital Strategy Digital Innovation Enablement Services 2015 CGI IT UK Ltd. Contents Digital strategy overview Business drivers Anatomy of a solution Digital strategy in practice Delivery

More information

Banking on Business Intelligence (BI)

Banking on Business Intelligence (BI) Banking on Business Intelligence (BI) Building a business case for the Kenyan Banking Sector The new banking environment in Kenya is all about differentiating banking products, increased choices, security

More information

TSYS Analytics Intellisuite SM

TSYS Analytics Intellisuite SM Solutions Overview put your data into action with TSYS Analytics Intellisuite SM Enjoy richer insight through advanced dashboards Create and predictively test business strategies Take action and drive

More information

Enterprise Marketing Platform

Enterprise Marketing Platform Enterprise Marketing Platform Marketing is undergoing a fundamental shift. Emerging technologies such as mobile and social computing have created new and unique opportunities to reach a new generation

More information

Best Practices for Relationship Marketing

Best Practices for Relationship Marketing WebTrends 851 SW 6th Ave., Suite 600 Portland, OR 97204 1.503.294.7025 1.503.294.7130 fax US Toll Free 1-877-WebTrends (1-877-932-8736) WebTrends Sales 1.888.932.8736 sales@webtrends.com Europe, Middle

More information

The Case for Commercial Data The Time to Act is Now

The Case for Commercial Data The Time to Act is Now Today, we have access to a vast amount of customer data that can be used to power sales and marketing efforts. That may not be the case tomorrow. behind. Currently, regulations for customer data are looser

More information

Increasing Marketing ROI with Customer Analytics. 2013 IBM Corporation

Increasing Marketing ROI with Customer Analytics. 2013 IBM Corporation Increasing Marketing ROI with Customer Analytics 1 The agenda The Marketer s Evolving Role Data/Analytics Based Decisions Customer Analytics to Increase ROI ROI in Action 2 The Marketer s Evolving Role:

More information

Utilizing big data to bring about innovative offerings and new revenue streams DATA-DERIVED GROWTH

Utilizing big data to bring about innovative offerings and new revenue streams DATA-DERIVED GROWTH Utilizing big data to bring about innovative offerings and new revenue streams DATA-DERIVED GROWTH ACTIONABLE INTELLIGENCE Ericsson is driving the development of actionable intelligence within all aspects

More information

Continuous Customer Dialogues

Continuous Customer Dialogues Continuous Customer Dialogues STRATEGIES FOR GROWTH AND LOYALTY IN MULTI-CHANNEL CUSTOMER-ORIENTED ORGANIZATIONS whitepaper TABLE OF CONTENTS: PAGE Overview...3 The Continuous Customer Dialogue Vision...4

More information

EXPERIENCE ICT. Ericsson IT Managed Services

EXPERIENCE ICT. Ericsson IT Managed Services EXPERIENCE ICT Ericsson IT Managed Services Evolve the Experience BUILT WITH YOUR CUSTOMERS IN MIND Studies show that network and service performance are the most important factors in ensuring customer

More information

Marketzone. campaigns that may or may not be working. Marketers today live in the world of the always-connected customer

Marketzone. campaigns that may or may not be working. Marketers today live in the world of the always-connected customer marketzone Marketers today live in the world of the always-connected customer... and cannot afford to waste dollars on campaigns that may or may not be working. Marketers today live in a fast-paced world

More information

How Cloud Service Providers Can Effectively Monetize and Deliver the Ultimate Cloud Offering

How Cloud Service Providers Can Effectively Monetize and Deliver the Ultimate Cloud Offering How Cloud Service Providers Can Effectively Monetize and Deliver the Ultimate Cloud Offering Revenue Management for on-demand access to any service or resource in any volume By Raman Abrol, SVP and MD,

More information

TRENDS. Changes in customer behavior and emerging technologies are reshaping the customer experience. Are you keeping up?

TRENDS. Changes in customer behavior and emerging technologies are reshaping the customer experience. Are you keeping up? 5 CONTACT CENTER TRENDS YOU NEED TO KNOW Changes in customer behavior and emerging technologies are reshaping the customer experience. Are you keeping up? AN OFFICIAL MITEL KNOWLEDGE HUB GUIDE The face

More information

How to increase Marketing Efficiency to Gain and Retain Customers

How to increase Marketing Efficiency to Gain and Retain Customers How to increase Marketing Efficiency to Gain and Retain Customers A White Paper by Soffront Software, Inc. Abstract Marketing departments in mid-sized businesses face a myriad of challenges such as how

More information

Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data

Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data SECTOR SOLUTIONS Celebrus for Telecommunications: Deepening customer intelligence with individual-level digital data p1 Introduction Today s Telecommunications sector is highly dynamic. Firstly the very

More information

SAS CUSTOMER INTELLIGENCE. Solve more marketing challenges with a comprehensive enterprise solution

SAS CUSTOMER INTELLIGENCE. Solve more marketing challenges with a comprehensive enterprise solution SAS CUSTOMER INTELLIGENCE Solve more marketing challenges with a comprehensive enterprise solution Enable Smarter Decisions Throughout Your Marketing Process SAS analytics leads to deeper understanding

More information

Delivering Outstanding Customer Care in a High Volume Call Center Environment

Delivering Outstanding Customer Care in a High Volume Call Center Environment Microsoft Dynamics Customer Solution Case Study Delivering Outstanding Customer Care in a High Volume Call Center Environment Overview Country or Region: Caribbean, Central America, and the Pacific Industry:

More information

There s a lot of buzz about Big Data these days and with good reason. As. Unlocking the Mysteries of Big Data ROI

There s a lot of buzz about Big Data these days and with good reason. As. Unlocking the Mysteries of Big Data ROI Unlocking the Mysteries of Big Data ROI By Dana Allender Three case studies show how organizations have applied data in creative and effective ways to improve customer care and increase ROI There s a lot

More information

Choose an ERP partner that knows exactly how special, and that knows Microsoft Dynamics NAV by heart.

Choose an ERP partner that knows exactly how special, and that knows Microsoft Dynamics NAV by heart. I F Y O U H A V E A S M A L L O R M I D S I Z E M A N U F A C T U R I N G B U S I N E S S Y O U A R E V E R Y S P E C I A L. Choose an ERP partner that knows exactly how special, and that knows Microsoft

More information

HP Agile and Innovative Solutions for Service Providers. Teaming with Microsoft for next-generation solutions. HP Services

HP Agile and Innovative Solutions for Service Providers. Teaming with Microsoft for next-generation solutions. HP Services HP Agile and Innovative Solutions for Service Providers Teaming with Microsoft for next-generation solutions HP Services Meeting the demands of a challenging market In competitive business environments,

More information

network ROLL-OUT services Meeting the demands of the Networked Society

network ROLL-OUT services Meeting the demands of the Networked Society network ROLL-OUT services Meeting the demands of the Networked Society The big picture In today s market, operators are under constant pressure to meet the data-hungry needs of their subscribers. When

More information

Balance collections with retention for each customer. Decision Analytics for debt management in telecommunications

Balance collections with retention for each customer. Decision Analytics for debt management in telecommunications Balance collections with retention for each customer Decision Analytics for debt management in telecommunications Debt management for telecommunications The dynamic telecommunications market is seeing

More information

consumerlab OPTIMAL CONSUMER EXPERIENCE An analysis of how operators can maintain and improve customer satisfaction

consumerlab OPTIMAL CONSUMER EXPERIENCE An analysis of how operators can maintain and improve customer satisfaction consumerlab OPTIMAL CONSUMER EXPERIENCE An analysis of how operators can maintain and improve customer satisfaction An Ericsson Consumer Insight Summary Report February 2012 contents Enhancing the consumer

More information

Five steps to improving the customer service experience

Five steps to improving the customer service experience Five steps to improving the customer service experience Metrics, tips, and tools for utilizing customer feedback An Ovum White Paper Sponsored by Publication Date: January 2012 INTRODUCTION As the use

More information

Nokia Siemens Networks Service Operations and Management Solution

Nokia Siemens Networks Service Operations and Management Solution Nokia Siemens Networks Service Operations and Management Solution Delightful service experience that boosts operators bottom lines Executive Summary 2/6 Service Operations and Management Solution When

More information

Increasing Customer Adoption of Utility E-Billing and Self-Service Sites. White Paper November 2008

Increasing Customer Adoption of Utility E-Billing and Self-Service Sites. White Paper November 2008 Increasing Customer Adoption of Utility E-Billing and Self-Service Sites White Paper November 2008 Executive Summary Deregulation in the energy industry has created new urgency for electric, gas and other

More information

Safe Harbor Statement

Safe Harbor Statement Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment

More information

ORACLE LOYALTY ANALYTICS

ORACLE LOYALTY ANALYTICS ORACLE LOYALTY ANALYTICS KEY FEATURES & BENEFITS FOR BUSINESS USERS Increase customer retention and purchase frequency Determine key factors that drive loyalty and use that insight to increase overall

More information

SAP FOR TELECOMMUNICATIONS

SAP FOR TELECOMMUNICATIONS Industry Overview SAP FOR TELECOMMUNICATIONS DESIGNED FOR YOUR INDUSTRY. SCALED TO YOUR BUSINESS. READY FOR YOUR FUTURE. You don t run a generic business. So why use generic solutions? SAP for Telecommunications

More information

A WIDER SHARING ECOSYSTEM. The pivotal role of data in transport solutions

A WIDER SHARING ECOSYSTEM. The pivotal role of data in transport solutions A WIDER SHARING ECOSYSTEM The pivotal role of data in transport solutions October 2015 A MARKET ON THE MOVE CONTENTS 3 TRANSPORT TRENDS 4 THE ROAD AHEAD 5 TRANSPARENCY LEADS TO TRUST 6 DATA LOCATION AND

More information

Driving Customer Experience Excellence

Driving Customer Experience Excellence Driving Customer Experience Excellence with Your Contact Center Bucher + Suter AG www.bucher-suter.com info@bucher-suter.com Bucher + Suter AG www.bucher-suter.com info@bucher-suter.com 55 It s increasingly

More information

Business Intelligence Solutions for Gaming and Hospitality

Business Intelligence Solutions for Gaming and Hospitality Business Intelligence Solutions for Gaming and Hospitality Prepared by: Mario Perkins Qualex Consulting Services, Inc. Suzanne Fiero SAS Objective Summary 2 Objective Summary The rise in popularity and

More information

NCR LOYALTY PRO. For more information visit ncr.com

NCR LOYALTY PRO. For more information visit ncr.com NCR LOYALTY PRO For more information visit ncr.com NCR Loyalty Pro: fulfilling any marketing whim and want The food, drug, and mass merchandise segment is characterized by fierce competition, with customers

More information

Achieving Faster Time to Market and Lowering Costs. Accenture Product Lifecycle Management in Aerospace and Defense Survey 2014

Achieving Faster Time to Market and Lowering Costs. Accenture Product Lifecycle Management in Aerospace and Defense Survey 2014 Achieving Faster Time to Market and Lowering Costs Accenture Product Lifecycle Management in Aerospace and Defense Survey 2014 Executive Summary Aerospace and defense companies want more from their investments

More information

LEVERAGE BIG DATA ANALYTICS TO IMPROVE CUSTOMER EXPERIENCE

LEVERAGE BIG DATA ANALYTICS TO IMPROVE CUSTOMER EXPERIENCE Copy right 2012, S AS Ins titute Inc. A ll rights reserve d. LEVERAGE BIG DATA ANALYTICS TO IMPROVE CUSTOMER EXPERIENCE ASEAN BANKER FORUM 2014 MARK ESCAURIAGA MARK.ESCAURIAGA@SAS.COM Copy right 2012,

More information

The new customer experience Drive value by building strong customer loyalty and advocacy

The new customer experience Drive value by building strong customer loyalty and advocacy The new customer experience Drive value by building strong customer loyalty and advocacy The new customer experience of the average buying experience is based on how the customer feels he or she is being

More information

Digital Marketing. SiMplifieD.

Digital Marketing. SiMplifieD. Digital Marketing. Simplified. DIGITAL MARKETING PAIN POINTS Research indicates that there are numerous barriers to effective management of digital marketing campaigns, including: Agencies and vendors

More information

Get Better Business Results

Get Better Business Results Get Better Business Results From the Four Stages of Your Customer Lifecycle Stage 2 Service A white paper from Identify Unique Needs and Opportunities at Each Lifecycle Stage Each stage in the customer

More information

Gain a new perspective on your digital customer experience and get closer to what matters

Gain a new perspective on your digital customer experience and get closer to what matters Gain a new perspective on your digital customer experience and get closer to what matters Redesigning the way companies work and engage customers and employees in the digital world. What if you could actually

More information

IBM Customer Experience Suite and Predictive Analytics

IBM Customer Experience Suite and Predictive Analytics IBM Customer Experience Suite and Predictive Analytics Introduction to the IBM Customer Experience Suite In order to help customers meet their exceptional web experience goals in the most efficient and

More information

IBM Software Group IBM Marketing Center

IBM Software Group IBM Marketing Center IBM Marketing Center Cloud-based, all-in-one solution combining customer analytics with real-time marketing Highlights Execute marketing communications designed for each customer as an individual Draw

More information

FIS Active Analytics Suite. Delivering Segmentation-driven Digital Marketing, Merchant Offers

FIS Active Analytics Suite. Delivering Segmentation-driven Digital Marketing, Merchant Offers FIS Active Analytics Suite Delivering Segmentation-driven Digital Marketing, Merchant Offers Price Optimization and Risk Management Performance Analysis The FIS Active Analytics Suite helps financial institutions

More information

Optimize Brand Asset Management with Enterprise Content Management

Optimize Brand Asset Management with Enterprise Content Management OpenText Solution Brief OpenText ECM Suite for SAP ECM for Brand Asset Management by OpenText Objectives Solution Benefits Quick Facts Optimize Brand Asset Management with Enterprise Content Management

More information

Telcos Increase Customer Engagement with Big Data Insights

Telcos Increase Customer Engagement with Big Data Insights Telcos Increase Customer Engagement with Big Data Insights Armed with the ability to process and analyze large amounts of customer data quickly and in real time, telcos can advance to a new level of customer-focused

More information

SmartBanker REDPORT INTERNATIONAL

SmartBanker REDPORT INTERNATIONAL Smart Analytics You Can Bank On The new age of data is transforming business, and financial institutions are grappling with growth and profitability challenges in large part due to the increasingly competitive

More information

Delivering Customer Value Faster With Big Data Analytics

Delivering Customer Value Faster With Big Data Analytics Delivering Customer Value Faster With Big Data Analytics Tackle the challenges of Big Data and real-time analytics with a cloud-based Decision Management Ecosystem James Taylor CEO Customer data is more

More information

Mitel Professional Services Catalog for Contact Center JULY 2015 SWEDEN, DENMARK, FINLAND AND BALTICS RELEASE 1.0

Mitel Professional Services Catalog for Contact Center JULY 2015 SWEDEN, DENMARK, FINLAND AND BALTICS RELEASE 1.0 Mitel Professional Services Catalog for Contact Center JULY 2015 SWEDEN, DENMARK, FINLAND AND BALTICS RELEASE 1.0 Contents MITEL PROFESSIONAL SERVICES DELIVERY METHODOLOGY... 2 CUSTOMER NEEDS... 2 ENGAGING

More information

Big Data s Big Payday:

Big Data s Big Payday: Big Data s Big Payday: Marketers Approach ROI Tipping Point in 2015 INFOGROUP OUTLINES THE 10 COMMANDMENTS OF BIG DATA ROI Based on survey results over three years. Executive Summary It s exciting to watch

More information

MCCM: An Approach to Transform

MCCM: An Approach to Transform MCCM: An Approach to Transform the Hype of Big Data into a Real Solution for Getting Better Customer Insights and Experience Muhammad Salman Sami Khan, Chief Research Analyst, Global Marketing Team, ZTEsoft

More information

Powering Performance with Customer Intelligence. Are you ready to make Customer Intelligence your performance advantage to outpace the competition?

Powering Performance with Customer Intelligence. Are you ready to make Customer Intelligence your performance advantage to outpace the competition? Powering Performance with Customer Intelligence Are you ready to make Customer Intelligence your performance advantage to outpace the competition? Frequently Asked Questions (FAQs) PNT Marketing Services

More information

Data Center Infrastructure Management. optimize. your data center with our. DCIM weather station. Your business technologists.

Data Center Infrastructure Management. optimize. your data center with our. DCIM weather station. Your business technologists. Data Center Infrastructure Management optimize your data center with our DCIM weather station Your business technologists. Powering progress Are you feeling the heat of your data center operations? Data

More information

Retail Solutions Delivered by Tectura

Retail Solutions Delivered by Tectura Retail Solutions Delivered by Tectura Tectura Makes a Distinctive Difference for the Retail Industry Drive customer experience improvements that boost loyalty, profitability and competitive advantage with

More information

Business Process Services. White Paper. Predictive Analytics in HR: A Primer

Business Process Services. White Paper. Predictive Analytics in HR: A Primer Business Process Services White Paper Predictive Analytics in HR: A Primer About the Authors Tuhin Subhra Dey Tuhin is a member of the Analytics and Insights team at Tata Consultancy Services (TCS), where

More information

Small Businesses Need Contact Centers to Deliver Great Service

Small Businesses Need Contact Centers to Deliver Great Service Small Businesses Need Contact Centers to Deliver Great Service March 2014 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Cloud-Based Contact Center Solutions are Ideal for Small Businesses...

More information

Why Redknee s Pre-Integrated Real-Time Billing and Customer Care Solution is the Right Choice for CSPs

Why Redknee s Pre-Integrated Real-Time Billing and Customer Care Solution is the Right Choice for CSPs Why Redknee s Pre-Integrated Real-Time Billing and Customer Care Solution is the Right Choice for CSPs > > Summary In an increasingly saturated and competitive market, telecom operators face huge challenges

More information

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking An Oracle White Paper October 2010 Siebel Financial Services Customer Relationship Management for Banking Executive Overview Banks are in constant interaction with customers. A winning and proven strategy

More information

Video Analytics. Keep video customers on board

Video Analytics. Keep video customers on board Video Analytics Release 1.0 Address the root causes of poor QoE by gaining an in-depth understanding of the customer experience Reduce churn and strengthen customer relationships with analytics that anticipate

More information