Customer Analytics Infographic

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http://spr.ly/SAP_Analytics - The constant growth of information on numerous products and services empower customers with crucial intelligence that influences their purchase decisions. Achieving success in keeping in-tune with customers’ rapidly changing needs requires businesses to streamline their customer data management activities to personalize each customer interaction.

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Customer Analytics Infographic

  1. 1. BEST-IN-CLASS STEPS TO SUCCESSFULLY MANAGE THE BUYER’S JOURNEY Delighting customers is no easy task for today’s organizations. The constant growth of information on numerous products and services empower customers with crucial intelligence that influences their purchase decisions. Achieving success in keeping in-tune with customers’ rapidly changing needs requires businesses to streamline their customer data management activities to personalize each customer interaction. The activities that are used to proactively manage this buyer’s journey can be compared to navigating a treacherous river. Success in completing a journey through this river requires companies to make the right decisions across each phase of the buyer’s journey by coordinating their activities, sharing information and working collaboratively to create lifetime customers. TOP CHALLENGES FOR TODAY’S BUSINESSES Rapidly changing Increased customer expectations competition 48% 32% Customer retention Manage/navigate the BIC 158% greater than All Others buyers’ journey by Customer satisfaction BIC 16.4-times greater than All Others leveraging customer Avg profit margin per customer analytics best practices BIC 8.14-times greater than All Others Return on mktg investments BIC 844% greater than All Others RDATA OM ort E C U ST p re s e and latfor m ea sur edia p m l m ataCompanies successfully managing ck, S ocia external dcustomer data collection use the following Tra ata wi th e rnal d ate intkey differentiators: Integr L LEC TION CO Integrate internal data Track, measure and about customers / prospects report the impact of with external data each piece of digital (e.g. online, social) to gather content on driving a more comprehensive customer behavior 61 view of customer interactions % 61 % BIC Identify most influential customers BIC within social media platforms 57 % BIC We know our customers! 360° VIEW OF THE CUSTOMER: Seamless integration of customer data across enterprise systems (i.e. ERP, CRM) 52 % Report customer engagement performance results by role 73 % 70 Identify high-value customers and % send them targeted marketing messages BIC All Others: 55% Optimize product bundles and offer 48 % times based on historical and recent BIC customer behavior Did not follow All Others: 31% best practices in using customer data, so unable to engage customers in a relevant fashion.

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