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Enterprise customer analytics from IBM
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| Understand your customers
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In a market characterized by churn, the enterprise customer analytics solution from IBM can help you better understand your customers. This solution creates a holistic view of your customer across the enterprise. With this information you can stimulate customer activity across virtually all channels to offer the right products and services to the right people at the right time.
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| Based on proven business intelligence and CRM technologies
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Why choose the enterprise customer analytics solution from IBM? This solution:- Employs IBM intellectual capital and years of experience in helping telecommunications companies leverage business intelligence—90% of the world’s data resides on IBM systems or networks.
- Draws on the content and structure of IBM data warehousing technology, in use by 80% of the Fortune 500 companies.
- Offers your company one point of contact for an end-to-end solution, including IBM and non-IBM business intelligence tools and applications, to create a customized solution to support your business objectives
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| Maximize each customer touchpoint
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The enterprise customer analytics solution from IBM uses advanced techniques to effectively analyze customer data:- Tailor offers— for DSL, wireless, long distance service— to address customer needs and optimize marketing investments.
- Track responses and analyze results to improve the effectiveness of future marketing campaigns.
- Build a customer profile updated in near realtime, enabling you to react to new customer insights.
- Optimize your sales and servicing channels, based on effectiveness and cost.
- Improve the overall quality of your services, a key differentiator in an industry where products are becoming commodities.
Our solution’s telecom-specific components tackle key marketing tasks, including:- Strategy— uses the Customer Management Assessment (CMAT) process combined with asset-based segmentation techniques for risk assessment, ROI forecasts and identification of profitable customers
- Data-driven personalization— has advanced analytic models integrated with a business rules engine to anticipate and react to individual customer preferences in near realtime
- Campaign management— lets you plan, optimize, execute, and track Internet and multichannel marketing campaigns
- Multichannel optimization— combines online and offline transaction data with campaign content data to build optimal contact strategies for each customer across virtually all marketing channels
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| Smarter business
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IBM has worked with many telecommunications companies to implement enterprise customer analytics solutions. In one case, a German wireless phone services provider wanted to focus on getting know its customers better to reduce attrition. Our solution provided the company with crucial insight into the characteristics of different customer groups and their churn probability.
In another example, a telephone services company was facing competition due to government deregulation. The company engaged IBM Global Services to diagnose the state of customer relationship management in the telephony, cellular and data business areas. As a result, the company now has a clear road map to guide its steps in developing a consistent view of customers across its business units.
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| Quick ROI through micro-targeting
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The enterprise customer analytics solution from IBM can enable your employees to understand customer data to deliver optimal service and increase your bottom line. Our solution can provide a quick ROI, based on better response rates through micro-targeting and analysis of:- Profitability factors in marketing campaigns.
- Performance of product prior to, during and after launch.
- Growth in revenue and new accounts.
- Risk and lost business.
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