Retention-focused credit management

Size: px
Start display at page:

Download "Retention-focused credit management"

Transcription

1 analyse segment retain Retention-focused credit management Adrian Robson Executive Head: Customer Acquisition 1 Retention focused credit management

2 Intention To provide insight into how s credit management practices contribute positively to customer retention 2 Retention focused credit management

3 Discussion The Vodacom Group credit management Retentionfocused credit management 3 Retention focused credit management

4 THE VODACOM GROUP 4 Retention focused credit management

5 Where we operate 6.3m active Smartphones & tablets in South Africa 51.6m active subscribers in the Group 5 Retention focused credit management

6 Vodacom Group (Pty) Ltd Strategic priorities 6 Retention focused credit management

7 VODACOM SOUTH AFRICA CREDIT MANAGEMENT 7 Retention focused credit management

8 Vodacom SA credit management practices Vodacom SA is not a registered credit provider Not regulated by South African National Credit Act Vodacom SA does not provide credit We provide postpaid and prepaid services to our customers Vodacom SA utilises some credit-related information To determine what postpaid services are most suitable for each individual customer To determine the extent to which its postpaid customers may use its services To protect the customer against over-indebtedness Vodacom SA adopts some credit-related practices To offer postpaid services to qualifying customers To manage customer payment behaviour 8 Retention focused credit management

9 Vodacom SA Credit & Risk operational streams Acquisition stream Collection stream Compliance & Regulation stream Risk management stream Customer Origination Customer Management Business Unit & Business Partner compliance Strategic & Operational threats & risks Effective cash flow management Profit maximisation Our key drivers Improve efficiencies Increase market share Promote customer retention Enhance customer experience Minimise bad debt Reduce turn around times Minimise involuntary churn Minimise operational costs 9 Retention focused credit management

10 VODACOM SOUTH AFRICA: MEASURING CUSTOMER EXPERIENCE 10 Retention focused credit management

11 Our strategic focus Customer obsession Continuous business improvement 11 Retention focused credit management

12 Customer experience BUT HOW DO WE MEASURE CUSTOMER EXPERIENCE??? 12 Retention focused credit management

13 A measure of client satisfaction A customer loyalty metric What is Net Promoter Score? Measured by responses from a single question to clients e.g. How likely are you to recommend company / brand / product to a friend / colleague / relative? 13 Retention focused credit management

14 How does Vodacom SA measure up in NPS? Relative to its competitors; is rated: 1st in NPS in the postpaid segment Source: Vodacom Integrated Report for the year ended 31 March Retention focused credit management

15 How does Vodacom SA s credit management practices improve customer retention? Through the adoption of a Retention-Focused Credit Management approach; we are able to improve Vodacom SA s postpaid NPS score As more customers PROMOTE our products and service; we are able to retain a larger portion of our base 15 Retention focused credit management

16 By adopting contemporary credit management strategies & business practices; we are able to improve the CUSTOMER EXPERIENCE Improved customer experience leads to greater CUSTOMER SATISFACTION Increased satisfaction brings about more PROMOTERS of our products / services Increase in promoters results in higher NPS & higher RETENTION levels 16 Retention focused credit management

17 VODACOM SOUTH AFRICA: RETENTION-FOCUSED CREDIT MANAGEMENT 17 Retention focused credit management

18 Retentions opportunities in credit management Product offerings Price Quality Customer experience Reputation Switching barriers Uniqueness Network Sales Brand awareness Contractual obligations Usability Customer value vs low price Product Customer management Loyalty programs Reliability Service Customer interaction Market perception SetUp costs Credit teams can influence these directly; thereby influencing customer retention 18 Retention focused credit management

19 Current credit overview TRADITIONAL CREDIT MANAGEMENT PRACTICES ARE INEFFECTIVE large portion of credit-active sector already tied into contracts growing number of customers with impaired credit profiles macro-economic pressures (labour unrest, retrenchments, liquidated employers, etc.) Increasing number of customers going into collection for the first time convergence of products & services requires new credit management practices customers want simplicity increased collections with reduced resources 19 Retention focused credit management

20 The state of SA s credit environment Customers don t say no to credit More overindebted despite help Consumer credit health drops Most consumers 30% over budget Microlenders drive miners wage demands Food prices up 49% in 5 years Experts warn of debt timebomb Easy credit, hard life What does this mean for customer retention? 25 July Retention focused credit management

21 Vodacom SA s credit response to retention Evaluate Analyse our customer data Segment Know our customer behaviour Know our customer value Don t treat every customer the same (they are unique) Streamline Automate Empower Apply relevant strategies to each segments You cannot directly talk to every customer (need to integrate process & technology) Create environment for customer to self-help Give customer relevant choice Simplify Quality service Rehabilitate Staff must be highly skilled & professional Technology must be reliable and world-class Integrate technology & process Rehabilitate customers instead of churning Provide alternatives to churning e.g. more affordable products / services Integrate 21 Retention focused credit management

22 Why is segmentation important Not all customers should be treated with the same action Some always pay on time Some pay late occasionally Some always pay late Some want to pay but can t right now Some want to pay but can never afford to Some never intended to pay in the first place Each customer is unique but you have to find a logical grouping to automate processes Applying the incorrect treatment to a segment will negatively impact customer perception & customer experience; with a risk of increased involuntary churn 22 Retention focused credit management

23 How has credit management influenced customer retention Cost-efficiencies Intelligent analytics = Effective segmentation Effective segmentation = Greater automation Greater automation = Less manual intervention Less manual intervention = Fewer employees Fewer employees = Lower overheads Customer empowerment Intelligent call routing Self-help IVR interactions e.g. payment arrangements, account enquiry, etc. Improved payment mechanisms Fully automated online sales platform Future initiatives for mobile apps, web support, etc. Quality management Staff call handling skills Quality assessors & assessments Implementation of minimum quality standards Effective one-on-one coaching & call evaluation Link quality to performance goals & monetary benefits World-class credit scoring principles supported by worldclass technologies Invariable customer expectations Match customer need, customer affordability & product offering Perfect startup to an unmatched experience (customer education & device setup) Spend management to protect customer against overexposure Ongoing usage notification to avoid bill-shock 23 Retention focused credit management

24 Results of well-executed retention-focused credit management Enhanced customer experience Meaningful, focused interactions Professional engagement Focus on customer s needs Optimised operations Integrated systems & processes Purpose-based interactions & strategies Decision-focused analytics Improved quality Highly trained, quality-focused staff Stringent quality measures Reliable, world-class technology Reduced churn Minimised voluntary churn as a result of improved customer experience Minimised involuntary churn as a result of improved credit management strategies 24 Retention focused credit management

25 THANK YOU Adrian Robson 25 Retention focused credit management

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

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

Balance collections with retention for each customer. Decision Analytics for debt management in retail banking Balance collections with retention for each customer Decision Analytics for debt management in retail banking Debt management for retail banking In the highly competitive retail banking environment, banks

More information

The Simple Way to Measure Customer Experience. First Briefing Paper

The Simple Way to Measure Customer Experience. First Briefing Paper The Simple Way to Measure Customer Experience First Briefing Paper 2014 1 The Simple Way to Measure Customer Experience 1.1 Measuring Customer Experience Customer experience ( CX ) is the sum of all the

More information

How the Cloud can help customer experience management

How the Cloud can help customer experience management How the Cloud can help customer experience management Company Overview Company Overview Vodacom is a telecommunications company providing voice, messaging, data and converged solutions to around 50 million

More information

KNOVATION SOLUTIONS OUR SOLUTIONS

KNOVATION SOLUTIONS OUR SOLUTIONS COMPANY OVERVIEW KNOVATION SOLUTIONS We are mobile first for the enterprise Knovation Solutions provide innovative, cutting-edge mobility solutions for the corporate/ enterprise sector of the market. With

More information

The Customer Experience:

The Customer Experience: The Customer Experience: The Holy Grail of Competitive Advantage. 1 A great customer experience has emerged as the holy grail of competitive advantage. Providing a great customer experience has emerged

More information

A Case Study: Vodacom Group and Redknee

A Case Study: Vodacom Group and Redknee A Case Study: Vodacom Group and Redknee Driving Growth in the Roaming Market and Improving the Customer Experience Summary > How Redknee enabled Vodacom to address the increasing market competition and

More information

NEC Contact Centres (Genesys)

NEC Contact Centres (Genesys) Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats

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

CUSTOMER ? #1 HOW WE VE PERFORMED AGAINST OUR STRATEGIES STRATEGY 1. Clear NPS leadership. Best. Best service. value. Best.

CUSTOMER ? #1 HOW WE VE PERFORMED AGAINST OUR STRATEGIES STRATEGY 1. Clear NPS leadership. Best. Best service. value. Best. 32 Vodacom Group Limited Integrated Report for the year ended 31 March 2015 HOW WE VE PERFORMED AGAINST OUR STRATEGIES STRATEGY 1 CUSTOMER Clear NPS leadership Customer pillars: Best value Best service

More information

Predictive Analytics for Retail: Understanding Customer Behaviour

Predictive Analytics for Retail: Understanding Customer Behaviour Predictive Analytics for Retail: Understanding Customer Behaviour Jarlath Quinn Analytics Consultant Rachel Clinton Business Development www.sv-europe.com FAQ s Is this session being recorded? No Can I

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

A CHASE PAYMENTECH WHITEPAPER. Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers

A CHASE PAYMENTECH WHITEPAPER. Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers A CHASE PAYMENTECH WHITEPAPER Building customer loyalty in a multi-channel world Creating an optimised approach for e-tailers Table Of Contents Changing shopping habits... 3 The multi-channel journey...

More information

COMMUNICATIONS ESSENTIALS

COMMUNICATIONS ESSENTIALS COMMUNICATIONS ESSENTIALS CUSTOMER SERVICE EXCELLENCE David Stevenson, General Manager, Motive Customer Experience Solutions, Alcatel-Lucent June 5, 2014 1 CUSTOMER EXPERIENCE IS NOW AT THE CORE OF BUSINESS

More information

CREDIT BUREAUS AND FINANCIAL CO-OPERATIVES: TIME TO JOIN THE BANDWAGON?

CREDIT BUREAUS AND FINANCIAL CO-OPERATIVES: TIME TO JOIN THE BANDWAGON? CREDIT BUREAUS AND FINANCIAL CO-OPERATIVES: TIME TO JOIN THE BANDWAGON? Agenda Introduction Role of credit bureaus Definition of a credit bureau Solving the challenge of asymmetric information Contributors

More information

Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1

Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Table of Contents Introduction... 3 Problem... 3 Solution... 5 Speech Analytics... 5 Effectiveness of speech analytics...

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

Telecommunications Overview. Enhance customer loyalty with customer-centric communications and interaction

Telecommunications Overview. Enhance customer loyalty with customer-centric communications and interaction Telecommunications Overview Enhance customer loyalty with customer-centric communications and interaction Communications Service Providers face many challenges with requirements to provide diversified

More information

Strategies to Improve the Customer Experience 3eBook

Strategies to Improve the Customer Experience 3eBook Strategies to Improve the Customer Experience 3eBook 2 Three Strategies to Improve the End-to-End Customer Experience (CX) Focus on the following areas to take your customer experience to the next level:

More information

FACULTY OF COMMERCE, LAW AND MANAGEMENT GRADUATE SCHOOL OF BUSINESS ADMINISTRATION

FACULTY OF COMMERCE, LAW AND MANAGEMENT GRADUATE SCHOOL OF BUSINESS ADMINISTRATION Faculty of Commerce, Law and 1 FACULTY OF COMMERCE, LAW AND MANAGEMENT GRADUATE SCHOOL OF BUSINESS ADMINISTRATION BUSA5000 Marketing BUSA5001 Analytical Decision Making BUSA5002 Strategic Industrial Relations

More information

Telecom. Mobile Commerce Platform for. Increase ARPU Increase ROI Increase Customer Value

Telecom. Mobile Commerce Platform for. Increase ARPU Increase ROI Increase Customer Value Mobile Commerce Platform for Telecom Maximize Revenue. Secure. Convenient. Affordable Mobetize offers the only integrated secure mobile commerce platform for telecom companies designed to maximize your

More information

Predicting & Preventing Banking Customer Churn by Unlocking Big Data

Predicting & Preventing Banking Customer Churn by Unlocking Big Data Predicting & Preventing Banking Customer Churn by Unlocking Big Data Making Sense of Big Data http://www.ngdata.com Predicting & Preventing Banking Customer Churn by Unlocking Big Data 1 Predicting & Preventing

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

Predicting & Preventing Banking Customer Churn by Unlocking Big Data

Predicting & Preventing Banking Customer Churn by Unlocking Big Data Predicting & Preventing Banking Customer Churn by Unlocking Big Data Customer Churn: A Key Performance Indicator for Banks In 2012, 50% of customers, globally, either changed their banks or were planning

More information

Maximizing Your Customer Experience Management Metrics

Maximizing Your Customer Experience Management Metrics Maximizing Your Customer Experience Management Metrics For Internal Use Customer Experience Is The New Brand Image Other people s experiences influence everyone Good and bad experiences impact non-customers

More information

Actively Engage with Energy Utility Customers to Build Loyalty and Drive Retention

Actively Engage with Energy Utility Customers to Build Loyalty and Drive Retention Kampyle for Utilities Industry Actively Engage with Energy Utility Customers to Build Loyalty and Drive Retention Layer qualitative data on analytics to better understand and address customer needs and

More information

A Decision Analytics briefing paper from Experian

A Decision Analytics briefing paper from Experian Using digital communications to competitive advantage in collections A Decision Analytics briefing paper from Experian September 2009 Introduction A key challenge facing debt collection departments is

More information

Predictive Analytics in an hour: a no-nonsense quick guide

Predictive Analytics in an hour: a no-nonsense quick guide Predictive Analytics in an hour: a no-nonsense quick guide Jarlath Quinn Analytics Consultant Rachel Clinton Business Development www.sv-europe.com FAQ s Is this session being recorded? No Can I get a

More information

Translating user experience into KPIs

Translating user experience into KPIs ericsson White paper 284 23-3270 Uen August 2015 Translating user experience into KPIs A NEW METHODOLOGY Operators have often struggled to find connections between user experience and what the network

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

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

A Quick Guide to Social Customer Service: Measure, Refine & Scale

A Quick Guide to Social Customer Service: Measure, Refine & Scale A Quick Guide to Social Customer Service: Measure, Refine & Scale Measuring how well your Social Customer Service program is working for both your customers and your business is not easy. For the last

More information

Options and Opportunities

Options and Opportunities Options and Opportunities Forging Lasting Banking Relationships with Millennials 1 www.fico.com Options and Opportunities Forging Lasting Banking Relationships with Millennials TABLE OF CONTENTS SUMMING

More information

Understanding the Financial Value of Data Quality Improvement

Understanding the Financial Value of Data Quality Improvement Understanding the Financial Value of Data Quality Improvement Prepared by: David Loshin Knowledge Integrity, Inc. January, 2011 Sponsored by: 2011 Knowledge Integrity, Inc. 1 Introduction Despite the many

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

Vodafone differentiation. Paolo Bertoluzzo Group Chief Commercial and Operations Officer

Vodafone differentiation. Paolo Bertoluzzo Group Chief Commercial and Operations Officer Vodafone differentiation Paolo Bertoluzzo Group Chief Commercial and Operations Officer Disclaimer Information in the following presentation relating to the price at which relevant investments have been

More information

CUSTOMER EXPERIENCE IS CRITICAL TO HEALTHCARE DIFFERENTIATION

CUSTOMER EXPERIENCE IS CRITICAL TO HEALTHCARE DIFFERENTIATION CUSTOMER EXPERIENCE IS CRITICAL TO HEALTHCARE DIFFERENTIATION THE BOTTOM LINE: A positive and effortless customer experience can result in increased customer satisfaction, loyalty, advocacy and greater

More information

Enterprise Services Empowering enterprises to realize their vision

Enterprise Services Empowering enterprises to realize their vision Enterprise Services Empowering enterprises to realize their vision Mike Nefkens Executive Vice President & General Manager Enterprise Services Forward-looking statements This presentation may contain forward-looking

More information

Using SAS Enterprise Miner for Analytical CRM in Finance

Using SAS Enterprise Miner for Analytical CRM in Finance Using SAS Enterprise Miner for Analytical CRM in Finance Sascha Schubert SAS EMEA Agenda Trends in Finance Industry Analytical CRM Case Study: Customer Attrition in Banking Future Outlook Trends in Finance

More information

Cultivate Subscriber Loyalty by Refining the Digital Experience

Cultivate Subscriber Loyalty by Refining the Digital Experience White Paper for Telecommunication Companies Cultivate Subscriber Loyalty by Refining the Digital Experience Abstract Understanding how the digital customer experience impacts brand promotion gives telecommunications

More information

Predictive Analytics in an hour: a no-nonsense quick guide

Predictive Analytics in an hour: a no-nonsense quick guide Predictive Analytics in an hour: a no-nonsense quick guide Jarlath Quinn Analytics Consultant Rachel Clinton Business Development www.sv-europe.com FAQ s Is this session being recorded? Yes Can I get a

More information

Improve Satisfaction, Loyalty and Retention. Identify and Optimize Factors that Drive Satisfaction for Real Business Impact

Improve Satisfaction, Loyalty and Retention. Identify and Optimize Factors that Drive Satisfaction for Real Business Impact Improve Satisfaction, Loyalty and Retention Identify and Optimize Factors that Drive Satisfaction for Real Business Impact Key Benefits Improve customer service and experience Measure and improve NPS Measure

More information

WHITE PAPER. SPEECH ANALYTICS for Predicting Customer Churn. Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.

WHITE PAPER. SPEECH ANALYTICS for Predicting Customer Churn. Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore. WHITE PAPER SPEECH ANALYTICS for Predicting Customer Churn Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Table of Contents Introduction... 3 Problems... 3 Solution...

More information

We ll begin the webinar at approximately 1:01 pm EST.

We ll begin the webinar at approximately 1:01 pm EST. Beyond Surveys- Capturing the Real Customer Experience Martha Brooke We ll begin the webinar at approximately 1:01 pm EST. Brian LaRoche Today s Educational Webinar Beyond Surveys- Capturing the Real Customer

More information

The Connected Consumer Survey 2015: fixed broadband customer retention

The Connected Consumer Survey 2015: fixed broadband customer retention Research Report The Connected Consumer Survey 2015: fixed broadband customer retention February 2015 Patrick Rusby and Martin Scott 2 About this report This report focuses on aspects of Analysys Mason

More information

Tertio. creating and activating services intelligently

Tertio. creating and activating services intelligently Tertio creating and activating services intelligently These are daunting, but exciting times for mobile operators Markets are at or near saturation, and price pressure on current voice and messaging services

More information

Voice. listen, understand and respond. enherent. wish, choice, or opinion. openly or formally expressed. May 2010. - Merriam Webster. www.enherent.

Voice. listen, understand and respond. enherent. wish, choice, or opinion. openly or formally expressed. May 2010. - Merriam Webster. www.enherent. Voice wish, choice, or opinion openly or formally expressed - Merriam Webster listen, understand and respond May 2010 2010 Corp. All rights reserved. www..com Overwhelming Dialog Consumers are leading

More information

ASIA S CUSTOMER EXPERIENCE MANAGEMENT LANDSCAPE 2015

ASIA S CUSTOMER EXPERIENCE MANAGEMENT LANDSCAPE 2015 Asia s Customer Experience Management Landscape 2015 1 ASIA S CUSTOMER EXPERIENCE MANAGEMENT LANDSCAPE 2015 Companies across Asia are waking up to the importance of providing consistent customer experiences,

More information

Loyalty. Social. Listening

Loyalty. Social. Listening Loyalty Social Listening Listen Understand Engage We integrate Social Listening data with existing research and other data to help our clients drive brand preference and customer loyalty Loyalty Social

More information

Managing the Guest Experience High Tech or High Touch?

Managing the Guest Experience High Tech or High Touch? Managing the Guest Experience High Tech or High Touch? Carlo Fontana, CEO carlo.fontana@hoxell.com CRM is a customer centric business philosophy dedicated to winning and keeping customers by creating and

More information

QlikView for Telecommunications. Delivering Unprecedented Customer Intelligence

QlikView for Telecommunications. Delivering Unprecedented Customer Intelligence QlikView for Telecommunications Delivering Unprecedented Customer Intelligence QlikView for Telecommunications: Delivering unprecedented Customer Intelligence Collaboration, visibility and efficiency:

More information

EE FULL YEAR 2014 RESULTS

EE FULL YEAR 2014 RESULTS EE FULL YEAR 2014 RESULTS Olaf Swantee, CEO Neal Milsom, CFO Company achieves 2014 targets with record 5.7m 4G customers to become Europe s largest 4G operator Delivered 2014 financial targets, including

More information

Customer Lifecycle Management How Infogix Helps Enterprises Manage Opportunity and Risk throughout the Customer Lifecycle

Customer Lifecycle Management How Infogix Helps Enterprises Manage Opportunity and Risk throughout the Customer Lifecycle Customer Lifecycle Management How Infogix Helps Enterprises Manage Opportunity and Risk throughout the Customer Lifecycle Analytics can be a sustained competitive differentiator for any industry. Embedding

More information

Customer Relationship Management

Customer Relationship Management IBM Global Business Services CRM Customer Relationship Management Solutions from IBM Global Business Services Do you really know your customers? How do they like to interact with you? How do they use your

More information

Reinvent. 2 Rethink, Refine, Reinvent 2 Rethink, Redefine, Reinvent

Reinvent. 2 Rethink, Refine, Reinvent 2 Rethink, Redefine, Reinvent Reinvent 2 Rethink, Refine, Reinvent 2 Rethink, Redefine, Reinvent Why rethink customer service? Consumers have become more diverse, more demanding and less loyal than ever. The problem of consumers switching

More information

Relationship Marketing. SHSMD Luncheon October 5, 2007 Leean Kravitz Mudhouse Advertising

Relationship Marketing. SHSMD Luncheon October 5, 2007 Leean Kravitz Mudhouse Advertising Relationship Marketing SHSMD Luncheon October 5, 2007 Leean Kravitz Mudhouse Advertising What is relationship marketing? Marketing designed to create, maintain, and enhance strong relationships with customers

More information

The Connected Consumer Survey 2015: pay-tv and OTT video services

The Connected Consumer Survey 2015: pay-tv and OTT video services Research Report The Connected Consumer Survey 2015: pay-tv and OTT video services May 2015 Patrick Rusby and Martin Scott 2 About this report This report focuses on aspects of Analysys Mason s annual Connected

More information

Customer Centric Banking. June 2014, IBU Banking, SAP

Customer Centric Banking. June 2014, IBU Banking, SAP Customer Centric Banking June 2014, IBU Banking, SAP EMPOWERED CUSTOMERS ARE 79% 53% 59% Digitally Connected of customers spend at least 50% of total shopping time researching brands online. Socially Networked

More information

Cross Sell. Unlocking the value from your customer relationships. < PREVIOUS NEXT > CLOSE x PRINT. Visit our website: www.lbm.co.

Cross Sell. Unlocking the value from your customer relationships. < PREVIOUS NEXT > CLOSE x PRINT. Visit our website: www.lbm.co. Unlocking the value from your customer relationships < PREVIOUS NEXT > CLOSE x PRINT Call us: 0161 616 Call 0599 us: 0161 616 0599 When cross and up-selling to your customers you tread a fine-line. Get

More information

Finance and Accounting outsourcing e-commerce solutions. Financial Solutions

Finance and Accounting outsourcing e-commerce solutions. Financial Solutions Finance and Accounting outsourcing e-commerce solutions Financial Solutions Supporting the future of e-commerce: success strategies for the trading world of tomorrow SOLUTIONS FOR YOUR INDUSTRY arvato

More information

Number of consumer customers (Million) Market share (% consumer subscribers)

Number of consumer customers (Million) Market share (% consumer subscribers) Customers Who are our customers? We are delighted to be able to report that we have grown to 23.4 million customers in total this year, which represents an increase of 8.3% from the previous year. Our

More information

Getting it Right: Seven Steps to Right Channeling Customer Interactions

Getting it Right: Seven Steps to Right Channeling Customer Interactions Getting it Right: Seven Steps to Right Channeling Customer Interactions A Joint Whitepaper from IntelliResponse and Oracle In seven simple steps, ebusiness, Customer Experience and Contact Center professionals

More information

Afro Ant Conversation. Change Management Return on Investment 3 April 2014

Afro Ant Conversation. Change Management Return on Investment 3 April 2014 Afro Ant Conversation Change Management Return on Investment 3 April 2014 Overview This report documents the information gathered at the Afro Ant Conversation held on the 3 rd of April 2014 on the topic

More information

Ambiata.com. Personalisation with Predictive Analytics Dr Rami Mukhtar National ICT Australia May 2013

Ambiata.com. Personalisation with Predictive Analytics Dr Rami Mukhtar National ICT Australia May 2013 Ambiata.com Personalisation with Predictive Analytics Dr Rami Mukhtar National ICT Australia May 2013 Personalisation in Enterprise Commoditisation Customers Today Real-time influence External unpredictable

More information

INNOVATING THE MOBILE EXPERIENCE: GAINING A COMPETITIVE ADVANTAGE IN A CUSTOMER-DRIVEN WORLD. January 16, 2014

INNOVATING THE MOBILE EXPERIENCE: GAINING A COMPETITIVE ADVANTAGE IN A CUSTOMER-DRIVEN WORLD. January 16, 2014 INNOVATING THE MOBILE EXPERIENCE: GAINING A COMPETITIVE ADVANTAGE IN A CUSTOMER-DRIVEN WORLD January 16, 2014 THE CUSTOMER EXPERIENCE IS MORE IMPORTANT TODAY THAN EVER BEFORE. You are Operating Your Business

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

Table of Contents. Introduction... 3 Post-Call Analytics vs. Real-Time Monitoring... 3. How Real-Time Monitoring Works... 4

Table of Contents. Introduction... 3 Post-Call Analytics vs. Real-Time Monitoring... 3. How Real-Time Monitoring Works... 4 Table of Contents Introduction... 3 Post-Call Analytics vs. Real-Time Monitoring... 3 How Real-Time Monitoring Works... 4 Putting Real-Time Monitoring Into Action... 5 The Impact of Real-Time Monitoring...

More information

KEEPING CUSTOMERS USING ANALYTICS

KEEPING CUSTOMERS USING ANALYTICS KEEPING CUSTOMERS USING ANALYTICS This paper outlines a robust approach to investigating and managing customer churn for those in the business-to-consumer market. In order to address customer retention

More information

All those working in Unipol are jointly employed by Unipol Student Homes and the University of Leeds.

All those working in Unipol are jointly employed by Unipol Student Homes and the University of Leeds. Unipol Student Homes Digital and Social Marketing Coordinator Full time fixed term for two years This exciting and challenging new post reflects the high priority we are giving to expanding Unipol s digital

More information

Customer Experience: Essential Requirements for Company Profitability and Competitive Success

Customer Experience: Essential Requirements for Company Profitability and Competitive Success Customer Experience: Essential Requirements for Company Profitability and Competitive Success By Dr. Natalie Petouhoff TABLE OF CONTENTS Executive Summary...1 Economic Imperative of Focusing on the Customer

More information

Legal Services. Solutions

Legal Services. Solutions Legal Services Solutions Making a case for more efficient business communications Legal services providers have unique, dynamic requirements that demand more than a one size fits all approach to business

More information

How B2B Customer Self-Service Impacts the Customer and Your Bottom Line. zedsuite

How B2B Customer Self-Service Impacts the Customer and Your Bottom Line. zedsuite How B2B Customer Self-Service Impacts the Customer and Your Bottom Line Introduction For small to mid-sized businesses trying to grow and compete with their larger counterparts, having close relationships

More information

Where s my real ROI? White Paper #1 February 2014. expert Services

Where s my real ROI? White Paper #1 February 2014. expert Services Where s my real ROI? White Paper #1 February 2014 expert Services revenue costs The growing confidence of advertisers and agencies in mobile marketing requires an effective and veridical sort of ROI metrics.

More information

Definitions of Terms

Definitions of Terms Definitions of Terms Operating and financial measures are utilized by T-Mobile's management to evaluate its operating performance and, in certain cases, its ability to meet liquidity requirements. Although

More information

35 Examples How Sales Teams Benefit from Microsoft Dynamics CRM

35 Examples How Sales Teams Benefit from Microsoft Dynamics CRM 35 Examples How Sales Teams Benefit from Microsoft Dynamics CRM Achieving Growth Targets 1. Managing Sales Goals Sales teams need to know how they re performing in comparison to their sales goals. Are

More information

for supporting and growing their business. You have to create your CRM strategy. How to get a successful CRM implementation By Marianne Broeng

for supporting and growing their business. You have to create your CRM strategy. How to get a successful CRM implementation By Marianne Broeng How to get a successful CRM implementation By Marianne Broeng Many CRM implementations fail or do not give the organisation the benefits they need. This situation can be prevented. Too often CRM implementations

More information

Program 7 Customer Focus. Council will be a customer focused organisation that is "Dedicated to Customers: Everyone. Everywhere.

Program 7 Customer Focus. Council will be a customer focused organisation that is Dedicated to Customers: Everyone. Everywhere. Customer Focus Program Goal Council will be a customer focused organisation that is "Dedicated to Customers: Everyone. Everywhere. Every time" Program Description As an enabling program, Customer Focus

More information

Customer Experience Management Performance through improved customer lifetime value. 2014 Nokia Solutions and Networks. All rights reserved.

Customer Experience Management Performance through improved customer lifetime value. 2014 Nokia Solutions and Networks. All rights reserved. Customer Experience Management Performance through improved customer lifetime value 2014 Nokia Solutions and Networks. All rights reserved. Our approach Insight Action The right data to generate the most

More information

4th African Insurance Distribution & Bancassurance Conference Aug 2014 Presenter: Julian Ardagh. www.e-intelligence.com

4th African Insurance Distribution & Bancassurance Conference Aug 2014 Presenter: Julian Ardagh. www.e-intelligence.com 4th African Insurance Distribution & Bancassurance Conference Aug 2014 Presenter: Julian Ardagh www.e-intelligence.com 2 Agenda 1. What is Big Data? 2. Why do we need Big data? 2. 3. Which The key Data

More information

FY4Q14 Results Conference Call

FY4Q14 Results Conference Call FY4Q14 Results Conference Call May 5, 2015 Cautionary Statement SAFE HARBOR This release includes forward-looking statements within the meaning of the securities laws. The words may, could, should, estimate,

More information

ByteMobile Insight. Subscriber-Centric Analytics for Mobile Operators

ByteMobile Insight. Subscriber-Centric Analytics for Mobile Operators Subscriber-Centric Analytics for Mobile Operators ByteMobile Insight is a subscriber-centric analytics platform that provides mobile network operators with a comprehensive understanding of mobile data

More information

HMG Corporate Development Team. gloria.andreu@havasmg.com ines.campanella@havasmg.com oscar.munoz@havasmg.com santiago.murillo@havasmg.

HMG Corporate Development Team. gloria.andreu@havasmg.com ines.campanella@havasmg.com oscar.munoz@havasmg.com santiago.murillo@havasmg. HMG Corporate Development Team gloria.andreu@havasmg.com ines.campanella@havasmg.com oscar.munoz@havasmg.com santiago.murillo@havasmg.com NOTICE: Proprietary and Confidential All the content of this document

More information

Building a Sustainable Revenue Stream: The Power of Small Business Payments. William Hippensteel Managing Director, BAI

Building a Sustainable Revenue Stream: The Power of Small Business Payments. William Hippensteel Managing Director, BAI Building a Sustainable Revenue Stream: The Power of Small Business Payments William Hippensteel Managing Director, BAI 1 Presentation Outline Dynamics and Demographics of the Small Business Market What

More information

Churn Management - The Colour of Money (*)

Churn Management - The Colour of Money (*) Churn Management - The Colour of Money (*) Carole MANERO IDATE, Montpellier, France R etaining customers is one of the most critical challenges in the maturing mobile telecommunications service industry.

More information

SUSTAINING COMPETITIVE DIFFERENTIATION

SUSTAINING COMPETITIVE DIFFERENTIATION SUSTAINING COMPETITIVE DIFFERENTIATION Maintaining a competitive edge in customer experience requires proactive vigilance and the ability to take quick, effective, and unified action E M C P e r s pec

More information

customer interaction solutions Contact Centres that Enhance Customer Engagement

customer interaction solutions Contact Centres that Enhance Customer Engagement customer interaction solutions Contact Centres that Enhance Customer Engagement The opportunities for companies to gather and process information can influence reputation and brand, as well as drive sales.

More information

- 2013 FINANCIAL INDUSTRY TRENDS REPORT - Cashing in on the Customer Experience: 7 Steps to Revolutionize Your Bank s Customer Service Strategy

- 2013 FINANCIAL INDUSTRY TRENDS REPORT - Cashing in on the Customer Experience: 7 Steps to Revolutionize Your Bank s Customer Service Strategy Cashing in on the Customer Experience: 7 Steps to Revolutionize Your Bank s Customer Service Strategy Financial institutions must take action to adapt to a post-crisis era. Banks and credit unions face

More information

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience

Using a Multichannel Strategy to Deliver an Exceptional Customer Experience Using a Multichannel Strategy to Deliver an Exceptional Customer Experience 10 things to consider when building a multichannel strategy to improve the customer experience Jesús Hoyos CRM industry analyst,

More information

Customer relationship management MB-104. By Mayank Kumar Pandey Assistant Professor at Noida Institute of Engineering and Technology

Customer relationship management MB-104. By Mayank Kumar Pandey Assistant Professor at Noida Institute of Engineering and Technology Customer relationship management MB-104 By Mayank Kumar Pandey Assistant Professor at Noida Institute of Engineering and Technology University Syllabus UNIT-1 Customer Relationship Management- Introduction

More information

CRM initiatives that drive profitable Sales Optimisation Opportunities. Werner Hess

CRM initiatives that drive profitable Sales Optimisation Opportunities. Werner Hess Clients often remark that CRM initiatives should drive sales. We don t find anything wrong with that expectation. On the contrary, our CRM initiatives drive sales and margin. CRM initiatives that drive

More information

How much is poor customer service costing your business?

How much is poor customer service costing your business? Customer Tipping Point Survey Results How much is poor customer service costing your business? Executive Summary As consumers, we have high expectations of companies we choose to give our business to.

More information

Microsoft Dynamics CRM for Financial Services. Making customers the heart of your business.

Microsoft Dynamics CRM for Financial Services. Making customers the heart of your business. Microsoft Dynamics CRM for Financial Services Making customers the heart of your business. In today s competitive financial services market the focus is the customer making sure the customer is at the

More information

Torquex Customer Engagement Analytics. End to End View of Customer Interactions and Operational Insights

Torquex Customer Engagement Analytics. End to End View of Customer Interactions and Operational Insights Torquex Customer Engagement Analytics End to End View of Customer Interactions and Operational Insights Rob Witthoft Torquex {Pty) Ltd 10/1/2015 Torquex Customer Engagement Analytics Torquex Customer Engagement

More information

Customer Retention. COMEX, Implement 29 th April 2016. Bjørn Büchmann-Slorup Head of Sales Development & Analytics Danske Bank

Customer Retention. COMEX, Implement 29 th April 2016. Bjørn Büchmann-Slorup Head of Sales Development & Analytics Danske Bank Customer Retention COMEX, Implement 29 th April 2016 Bjørn Büchmann-Slorup Head of Sales Development & Analytics Danske Bank 1 Setting the scene Sales Development & Analytics Reporting lines Personal Banking

More information

CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES

CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES Chapter 1: Introduction to CRM Selected definitions of CRM 1 CRM is an information industry term for methodologies, software, and usually Internet

More information

DNBi Risk Management. Use Unparalleled Data to Boost Performance

DNBi Risk Management. Use Unparalleled Data to Boost Performance DNBi Risk Management Use Unparalleled Data to Boost Performance DNBi is a powerful, web-based credit risk management solution delivering D&B s world-class data and robust predictive analytics. DNBi s intuitive,

More information

Infor Human Capital Management Talent DNA that drives your business

Infor Human Capital Management Talent DNA that drives your business Infor Human Capital Management Talent DNA that drives your business 1 Infor Human Capital Management Align your talent DNA and business strategy to achieve real success Accelerate your business with a

More information

Ctrack Vehicle Tracking Survey 2011

Ctrack Vehicle Tracking Survey 2011 Ctrack Vehicle Tracking Survey 2011 EXECUTIVE SUMMARY The Ctrack Vehicle Tracking Survey 2011 was conducted amongst 250 fleet influencers and decision makers within the UK who are responsible for car,

More information

An effective approach to preventing application fraud. Experian Fraud Analytics

An effective approach to preventing application fraud. Experian Fraud Analytics An effective approach to preventing application fraud Experian Fraud Analytics The growing threat of application fraud Fraud attacks are increasing across the world Application fraud is a rapidly growing

More information

An Oracle White Paper January 2015. Customer Experience (CX) Metrics and Key Performance Indicators

An Oracle White Paper January 2015. Customer Experience (CX) Metrics and Key Performance Indicators An Oracle White Paper January 2015 Customer Experience (CX) Metrics and Key Performance Indicators Executive Overview... 2 The CX Value Equation... 2 Three CX Practice Areas... 3 #1 Acquisition... 3 #2

More information