Analytical CRM

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Analytical CRM

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Analytical CRM

  1. 1. Analytical CRM…supporting High Value CCO services. <ul><li>Technical Support </li></ul><ul><li>Troubleshooting and product usage </li></ul><ul><li>Remote diagnosis and resolve </li></ul><ul><li>Website navigation and usage </li></ul><ul><li>Warranty administration </li></ul><ul><li>Root cause analysis </li></ul><ul><li>Password reset </li></ul><ul><li>Field service support </li></ul><ul><li>Customer Care </li></ul><ul><li>Complex product and service inquiry </li></ul><ul><li>Data privacy/security breaches </li></ul><ul><li>Crisis management </li></ul><ul><li>Fraud management </li></ul><ul><li>Billing and credit issues </li></ul><ul><li>Product returns/RMA </li></ul><ul><li>Customer feedback and disputes </li></ul><ul><li>Product/service enhancement requests </li></ul><ul><li>Sales and Marketing </li></ul><ul><li>Inbound and outbound sales </li></ul><ul><li>Marketing campaigns </li></ul><ul><li>Continuity sales </li></ul><ul><li>Order management </li></ul><ul><li>Lead generation </li></ul><ul><li>Customer satisfaction surveys </li></ul><ul><li>Loyalty/affinity programs </li></ul><ul><li>Win-back/retention </li></ul><ul><li>Product specifications and recommendations </li></ul><ul><li>Cross-sell/Up-sell </li></ul><ul><li>Real-time decisions and recommendations </li></ul><ul><li>Quick and measurable campaign ROI </li></ul><ul><li>Specialized agent incentive plan and SLAs to balance problem resolution with sales </li></ul><ul><li>Specialized sales training leveraging client Product and Sales Depts. </li></ul><ul><li>Enhanced performance measurement system </li></ul><ul><li>Analytical CRM </li></ul><ul><li>Customer segmentation </li></ul><ul><li>Customer valuation </li></ul><ul><li>Real-time decisioning </li></ul><ul><li>Customer behavior prediction </li></ul><ul><li>Customer identification </li></ul><ul><li>Customer data integration </li></ul><ul><li>Customer-centric data warehousing </li></ul><ul><li>Customer data enhancement </li></ul><ul><li>Marketing strategy and assessment </li></ul><ul><li>Campaign management </li></ul>High Value Service to Sales Features Customer Life Cycle Features <ul><li>Knowledge Mgmt. </li></ul><ul><li>Optimized resolution flows per client </li></ul><ul><li>Root cause analytics </li></ul><ul><li>Web self-service </li></ul><ul><li>Simple knowledge authoring workflow </li></ul><ul><li>Diagnostic scripts and adaptive guided natural language searches </li></ul><ul><li>Knowledge source management for content collection </li></ul><ul><li>Process-level integration with CRM app </li></ul>
  2. 2. Analytical CRM Initiative at a Glance Key Questions Description What is it? <ul><li>An analytics service provider partnering strategy that will optimize interactions with our client’s customers through intelligent decision making and analytics. </li></ul><ul><li>Service features include: </li></ul><ul><li>Advanced Analytics : Customer segmentation, customer valuation, customer behavior prediction </li></ul><ul><li>Information Management : Customer identification, customer data integration, customer-centric data warehousing, customer data enhancement </li></ul><ul><ul><li>Marketing Automation & Consulting : Marketing strategy and assessment and campaign management. </li></ul></ul>Who needs it? Clients concerned with customer satisfaction, retention and loyalty, and customer growth, wallet share and lifetime value. How will clients purchase? Analytic capabilities will be embedded into Contact Center Outsourcing Services industry solutions. “Analytically enabled” industry solutions such as Integrated Sales to Service for High Tech, Integrated Smartphone Device Management, Consumer Direct for Retail, and Customer-centric Retail Banking will be available Q1 2009. What is the typical deal size? Analytics revenue component of solution will typically run from $0.5M-$1.5M per year. What is the value to the client? Analytics enables a personalized customer experience, revenue increases through targeted up-sell/cross-sell, and costs savings…yielding a 3-6 times payback.
  3. 3. Analytical CRM Initiative: Executive Summary <ul><li>Enables a personalized customer experience that promotes loyalty </li></ul><ul><li>Enables customer revenue increases through up-sell/cross-sell </li></ul><ul><li>Enables costs savings through productivity gains </li></ul><ul><li>Provides CCO differentiation and competitive advantage </li></ul><ul><li>Helps clients improve customer relationship maturity </li></ul><ul><li>Drives higher deal TCV – moving away from commoditized services </li></ul><ul><li>Enables quick and credible delivery of high value services </li></ul><ul><li>Optimization of capital by leveraging a partner’s investment </li></ul><ul><li>Enables to focus on its core CCO, rather than non-core analytics </li></ul><ul><li>Partner for analytical services </li></ul><ul><li>Provides applied analytics leadership and credibility </li></ul><ul><li>Committed to customer satisfaction and brings industry experience </li></ul><ul><li>Pilot analytical services with four existing clients (NA and EMEA) </li></ul><ul><li>Add analytics to industry wrappers with sales/market readiness </li></ul>Benefits of Analytics Benefit to Services Benefits of Partner Delivery Selected Partner Tactical Roadmap
  4. 4. Analytics offer s a whole new set of value based services that enable differentiation and drive TCV. Value Added Analytic Services Analytics add s value and compete with differentiation. Category Capabilities Business Value Business Drivers Advanced Analytics & Consulting <ul><li>Customer segmentation </li></ul><ul><li>Customer valuation </li></ul><ul><li>Customer behavior prediction </li></ul><ul><li>Real-time decisioning </li></ul><ul><li>Define key customer segments and gain insight </li></ul><ul><li>Develop rich, predictive models that anticipate customer needs </li></ul><ul><li>Align real-time decisions to customer behaviors, preferences and needs </li></ul><ul><li>Improve the quality of customer interactions </li></ul><ul><li>Grow revenue </li></ul><ul><li>Increase customer satisfaction </li></ul>Information Management <ul><li>Customer identification </li></ul><ul><li>Customer data integration </li></ul><ul><li>Customer-centric data warehousing </li></ul><ul><li>Customer data enhancement </li></ul><ul><li>Recognize customers at the point of interaction </li></ul><ul><li>Maintain a customer information hub that is common to all businesses/units </li></ul><ul><li>Enable a single view of the customer </li></ul><ul><li>Gain additional insight with external demographic/attitudinal data </li></ul><ul><li>Increase customer satisfaction </li></ul><ul><li>Reduce costs </li></ul><ul><li>Mitigate risk </li></ul>Marketing Automation & Consulting <ul><li>Marketing strategy and assessment </li></ul><ul><li>Campaign management </li></ul><ul><li>Develop customized programs, offers, communication, and products based on past behavior, customer profiles, preferences, and anticipated needs </li></ul><ul><li>Grow revenue </li></ul><ul><li>Increase customer satisfaction </li></ul><ul><li>Reduce costs </li></ul>
  5. 5. How Analytical CRM Capabilities will be Sold Embedded analytics into vertically based CCO solutions Analytic uplift to horizontally based CCO services BPO CRM Contact Center Outsourcing Services Marketing & Sales Customer Care Technical Support CRM for Retail Banking Consumer Direct Services Consumer and Retail Industries Integrated Aftermarket Sales and Services for High Tech Manufacturing Smartphone Services for Telecom
  6. 6. Embedded analytics directly supports BPO CRM’s strategy to create high value end-to-end industry services. Selling and servicing banking products to customers in a multi-channel environment <ul><ul><li>Order management </li></ul></ul><ul><ul><li>Payment services </li></ul></ul><ul><ul><li>Fulfillment processing </li></ul></ul><ul><ul><li>Customer sales / service </li></ul></ul><ul><ul><li>Returns handling </li></ul></ul><ul><ul><li>Customer sales / service </li></ul></ul><ul><ul><li>Knowledge management </li></ul></ul><ul><ul><li>Warranty services </li></ul></ul><ul><ul><li>Fulfillment </li></ul></ul><ul><ul><li>Field service </li></ul></ul>End-to-end management of the smartphone device lifecycle within Telecommunications Definition Analytic Components Current Components <ul><ul><ul><li>End-to-end process management </li></ul></ul></ul><ul><ul><ul><li>Multi-channel integration </li></ul></ul></ul><ul><ul><ul><li>Cross Sell / Up-Sell </li></ul></ul></ul><ul><ul><ul><li>Security & Privacy compliance </li></ul></ul></ul>Multi-channel, integrated order-to-cash, fulfillment and intelligence capabilities Manage aftermarket life cycle activities supporting customer service activity from purchase through product end-of-life <ul><ul><li>Customer sales / service </li></ul></ul><ul><ul><li>Knowledge management </li></ul></ul><ul><ul><li>Warranty services </li></ul></ul><ul><ul><li>Fulfillment </li></ul></ul><ul><ul><li>Mobile device support </li></ul></ul><ul><ul><ul><li>Customer valuation </li></ul></ul></ul><ul><ul><ul><li>Customer segmentation </li></ul></ul></ul><ul><ul><ul><li>Customer identification </li></ul></ul></ul><ul><ul><ul><li>Data integration </li></ul></ul></ul><ul><ul><ul><li>Data warehousing </li></ul></ul></ul><ul><ul><ul><li>Marketing strategy and assessment </li></ul></ul></ul><ul><ul><ul><li>Campaign management </li></ul></ul></ul><ul><ul><ul><li>Customer segmentation </li></ul></ul></ul><ul><ul><ul><li>Customer behavior prediction </li></ul></ul></ul><ul><ul><ul><li>Real-Time decisioning </li></ul></ul></ul><ul><ul><ul><li>Customer segmentation </li></ul></ul></ul><ul><ul><ul><li>Customer identification </li></ul></ul></ul><ul><ul><ul><li>Data integration </li></ul></ul></ul><ul><ul><ul><li>Data warehousing </li></ul></ul></ul><ul><ul><ul><li>Real-Time decisioning </li></ul></ul></ul><ul><ul><ul><li>Customer segmentation </li></ul></ul></ul><ul><ul><ul><li>Customer identification </li></ul></ul></ul><ul><ul><ul><li>Data integration </li></ul></ul></ul><ul><ul><ul><li>Data warehousing </li></ul></ul></ul>CRM for Retail Banking Consumer Direct Services CI&R Aftermarket Sales & Services High Tech Smartphone Services for Telecom
  7. 7. Analytical CRM Pricing Model Examples <ul><li>Analytical CRM BPO pricing is expected to range between $500k and $1.5 million per client per year. </li></ul><ul><li>Price will be based on the amount of customized services, level of support, and amount of data required. </li></ul><ul><li>Cost drivers include: </li></ul><ul><ul><li>Build, customization and deployment </li></ul></ul><ul><ul><li>Operations, management, support and maintenance </li></ul></ul><ul><ul><li>Leveraged environment software and hardware costs </li></ul></ul><ul><ul><li>Costs for data enhancement </li></ul></ul>
  8. 8. Industry-Specific Solutions Industry-Specific Solutions Core Solutions Financial Services Retail Communications (Telecom/Cable) Marketing Databases <ul><li>Credit Card Database </li></ul><ul><li>Retail Banking Database </li></ul><ul><li>Contact & Channel Management </li></ul><ul><li>DNC/Opt-out Database </li></ul><ul><li>Acquisition/Prospect Database </li></ul><ul><li>Customer Database </li></ul><ul><li>Campaign Management </li></ul><ul><li>Acquisition Database </li></ul><ul><li>Customer Database </li></ul><ul><li>Campaign Management </li></ul>Analytics & Modeling Services <ul><li>Lifetime Value Models </li></ul><ul><li>Cross-Sell/Up-Sell </li></ul><ul><li>Customer Insights </li></ul><ul><li>Retention Models </li></ul><ul><li>Best Customer Models </li></ul><ul><li>Propensity Models </li></ul><ul><li>Customer Segmentation </li></ul><ul><li>Predictive Intelligence </li></ul><ul><li>Campaign Analytics </li></ul><ul><li>Best Customer Models </li></ul><ul><li>Propensity Models </li></ul><ul><li>Segmentation </li></ul><ul><li>Analytic Databases </li></ul>Data Enhancement <ul><li>Wealth Data </li></ul><ul><li>Credit Data </li></ul><ul><li>Phone Append </li></ul><ul><li>Demographic/Psychographic </li></ul><ul><li>Demographic Data </li></ul><ul><li>Psychographic Data </li></ul><ul><li>Lifestyle Data </li></ul><ul><li>Demographic Data </li></ul><ul><li>Psychographic Data </li></ul><ul><li>Lifestyle Data </li></ul>Data Processing, Management& Integration <ul><li>Third-party processing </li></ul><ul><li>Transaction Processing </li></ul><ul><li>Channel Management </li></ul><ul><li>Email Management </li></ul><ul><li>POS Matching </li></ul><ul><li>Response Attribution </li></ul><ul><li>Multi-channel Integration </li></ul><ul><li>List Processing </li></ul><ul><li>Email Management </li></ul><ul><li>Multi-channel Integration </li></ul><ul><li>Response Attribution </li></ul><ul><li>Customer Data Integration </li></ul><ul><li>Channel Management </li></ul><ul><li>Email Management </li></ul>Value Proposition Focus on customer contact and lead management programs across marketing programs, channels, and vendors with analytics and a robust technology platform. Measurably improve retailers’ business performance by optimizing growth strategy through innovative customer-centric activities that are analytically-led Drive business growth, minimize churn, and gain cost savings through effective marketing operations and analytical solutions.
  9. 9. A nalytical CRM will enhance the customer’s experience. Customer Marketing Automation & Consulting Analytically Enabled Recommendations for Customer Experience Optimization Advanced Analytics & Consulting Information Management Contact Center Outsourcing Technical Support Marketing & Sales <ul><li>Marketing/Sales Offer Recommendations </li></ul><ul><li>Up-sell/Cross-sell offer recommendations </li></ul><ul><li>New offer recommendations </li></ul><ul><li>Communication Recommendations </li></ul><ul><li>IVR prompt recommendations </li></ul><ul><li>Knowledgebase best answer recommendations </li></ul><ul><li>Email response recommendations </li></ul><ul><li>Customer greeting recommendations </li></ul><ul><li>Routing Recommendations </li></ul><ul><li>Call routing recommendations </li></ul><ul><li>Email routing recommendations </li></ul><ul><li>Real-time Decision Engine </li></ul><ul><li>Business rules engine </li></ul><ul><li>Recommendation management </li></ul><ul><li>Model/rule management </li></ul><ul><li>Reporting & Analysis </li></ul><ul><li>Reporting </li></ul><ul><li>Ad hoc analysis </li></ul><ul><li>Alerts </li></ul><ul><li>Profiling </li></ul><ul><li>Target market profiling </li></ul><ul><li>Agent/Rep profiling </li></ul><ul><li>Customer look alike profiling </li></ul><ul><li>Customer demographic profiling </li></ul><ul><li>Customer geographic profiling </li></ul><ul><li>Customer life style profiling </li></ul><ul><li>Customer life stage profiling </li></ul><ul><li>Customer RFM profiling </li></ul><ul><li>Customer behavior profiling </li></ul><ul><li>Predictive Modeling </li></ul><ul><li>Price optimization models </li></ul><ul><li>Offer optimization models </li></ul><ul><li>Offer response models </li></ul><ul><li>Up-sell/cross-sell models </li></ul><ul><li>Future profitability models </li></ul><ul><li>Lifetime value models </li></ul><ul><li>Wallet share models </li></ul><ul><li>Segment migration models </li></ul><ul><li>Loyalty models </li></ul><ul><li>Customer satisfaction models </li></ul><ul><li>Attrition/retention models </li></ul><ul><li>Risk models </li></ul><ul><li>Fraud detection models </li></ul><ul><li>Cross-channel optimization </li></ul><ul><li>Event-trigger models </li></ul><ul><li>IVR prompt models </li></ul><ul><li>KM best answer models </li></ul><ul><li>Email response models </li></ul><ul><li>Greeting models </li></ul><ul><li>Call routing models </li></ul><ul><li>Email routing models </li></ul><ul><li>Analysis </li></ul><ul><li>Current profitability analysis </li></ul><ul><li>Segment migration analysis </li></ul><ul><li>Purchase behavior analysis </li></ul><ul><li>Payment behavior analysis </li></ul><ul><li>Customer satisfaction analysis </li></ul><ul><li>Marketing effectiveness </li></ul><ul><li>Sales effectiveness </li></ul><ul><li>Service effectiveness </li></ul><ul><li>Web mining/analytics </li></ul><ul><li>Campaign Management </li></ul><ul><li>Contact optimization </li></ul><ul><li>Campaign design </li></ul><ul><li>Selection and segmentation </li></ul><ul><li>Offer management </li></ul><ul><li>Campaign execution </li></ul><ul><li>Reporting and analysis </li></ul>Email Marketing Loyalty Programs Surveys <ul><li>Marketing Strategy </li></ul><ul><li>Strategic marketing programs </li></ul><ul><li>New product strategy </li></ul><ul><li>Marketing spend allocation </li></ul><ul><li>Market research </li></ul>Promotions Management Lead Management Marketing Resource Mgmt <ul><li>Data Integration </li></ul><ul><li>Customer data integration </li></ul><ul><li>Customer recognition </li></ul><ul><li>ETL/EII </li></ul><ul><li>EAI/SOA </li></ul>Data Processing Data Enhancement <ul><li>Data Mgmt/Hosting </li></ul><ul><li>Customer-centric databases </li></ul><ul><li>Operational data stores </li></ul><ul><li>Data security </li></ul><ul><li>Data quality </li></ul>IVR ACD CRM Web Email KM Industry Solutions Customer Care
  10. 10. Value Add Call Flow Overlay Customer PDA Technical Support ~13 min call <ul><li>Priority Routing </li></ul><ul><li>Lifetime Value/Attrition </li></ul><ul><li>Demographic /life-stage segment </li></ul><ul><li>ANI or Acct. # lookup </li></ul><ul><li>Targeted cross-sell </li></ul><ul><li>Product propensities </li></ul><ul><li>Next best offer </li></ul><ul><li>Proactive retention </li></ul><ul><li>LTV/Attrition </li></ul><ul><li>Close Loop </li></ul><ul><li>Call Disposition </li></ul><ul><li>Sat. survey </li></ul><ul><li>Preference data </li></ul><ul><li>Targeted Event Follow-up </li></ul><ul><li>Lifetime Value/Attrition Risk </li></ul><ul><li>Thank you, coupon, etc. </li></ul>Update Scores Measurement and Reporting Prioritized support / proactive retention / limited, targeted cross-sell / follow-up / close-loop

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