The document discusses how Infinity's Buyerlytics system uses customer data and analytics to better segment customers, optimize marketing campaigns, and focus on acquiring and retaining the most profitable customers through their preferred channels in order to increase revenues and return on investment for clients. Buyerlytics transforms customer data into business rules and intelligence to improve customer segmentation, targeting, acquisition, and loyalty through personalized sales and service experiences.

1. For strategic market leaders the Infinity Buyerlytics System™ is a
journey to integrating marketing, channels, sales, and customer
service to enhance the customer experience.

2. ™
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™ | Experience Matters.
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3. A History of Evolution & Continuous Improvement
The contact center industry was pioneered in America, arising out of a need to centralize customer service operations. In
today’s information age, call centers have evolved to include outsourced functions such as customer service, IT support,
sales and marketing, and includes both front office and backoffice operations.
Today’s best contact center’s use sophisticated technology and business intelligence along with access to databases
and online resources that most companies simply do not have access to nor can afford.
The job of call center has always been difficult. Customers are more sophisticated today than ever before. They expect
much from the companies from which they do business, including customer service.
The call center has evolved into the customer care services market, aka contact center services, with notable and
important changes as a result of the different ways companies and consumers are now communicating with one another.
The traditional view of a customer care outsourcer is moving from a largely agent- and voice-based service to a
strategic, multichannel, and sometimes transformational service.
Newer capabilities address these changes with a flexible and agile value proposition, among other elements such as
cost effectiveness. The changing interactions and evolving ecosystem are poised to change the traditional customer care
provider's value proposition to one of a more strategic partner and to shake up the provider landscape.
Functional Labor On-Demand Multichannel Analytics Customer
Customer Arbitrage Workforce Services Experience
Service
1995 2000 2005 2010 2015

5. The goal is for clients to
partner with Infinity to develop
the best customer database
in the world.
Executive Dashboard:
 KPI Scorecards The journey shifts the focus
Management Dashboard from near-term sales
Activity Based Management activities to the creation of
ROI assets, intelligence, revenue
systems, and long-term
Sales Analytics: customers. The outcome of
 Sales Performance the journey for the client
 Pipeline Management includes:
 Sales KPI Analytics  Nurtured and
Segmented Customer
Database based on
preferences and history.
Marketing & Acquisition :  Insights and
 Campaign Management Intelligence based on
rules engine and
Conversion & Results Metrics
predictive models.
Segmentation & Targeting
The Buyerlytics Journey
starts with the creation of
database assets, continues
Loyalty Analytics: with sales campaign
 KPI Dashboard optimization using Infinity’s
Retention various analytics
Pipeline packages, and leads to a
Territory Analysis portfolio of acquisition and
Program Effectiveness loyalty solutions.

6. Are all your customer efforts metrics driven?
Primary Drivers of Analytics:
Return on Investment Factor Impact
Customer service and customer care 71%
Respond to customer needs in a timely fashion 45%
Point of sale response time via multiple channels 42%
To support customer self service 21%
To improve efficiencies (margins, costs) 21%
To increase revenues 20%
To share information / educate 17%

7. Buyerlytics is the transformation of customer data into business rules based on intelligence.
1. Analytics are used to pinpoint buyers.
2. Customer campaigns based on preferences and history.
3. An on-demand workforce is focused on targeted segments.
Segmentation Acquisition Loyalty
Who, How, & Why Best strategy and tactics to Focus on NLTV
by product and market reach the best buyers. (net lifetime value of raving
which segment(s) to target fans)
Demographics & Buyergraphics Preferences & History Opportunities & Raving Fan Advocacy
Which customer segments have a
What does a customer value most?
propensity to buy and which Which offer / solution best matches
Which of my customers are at risk of
prospective customers should I my prospect’s preferences?
defecting?
prioritize?
What combination of products
What customers do I make/lose How do I get he most out
or features is most attractive
money on? of each channel?
to a customer segment?
How do I bring all my relevant What is the optimal product assortment?
How many reps should I assign to
data and information together for How do I cross/up-sell with greater
a product line or customer segment?
planning and decision making? success rate?

8. →
What are you doing to attract and retain more customers?
Q: How do you acquire and retain more customers using their preferred channels?
Q: How do you connect Sales & Marketing and Customer Relations to provide a seamless customer experience?
Q: How do you achieve greater share of wallet and per customer spend with better sales ROI?
Your Alternatives:
Give the job to someone
internally? Recruit a specialist? Outsource the Function Turn on Infinity
Stop talking about sales and manage revenues with Infinity.
Buyerlytics is the application of customer analytics to deliver segmented and personalized sales and service.
Infinity’s Buyerlytics solution is a combination of its data warehouse, multichannel revenue technology platform, business rules, and
analytics. Buyerlytics enables us to understand each individual customer to create personalized sales and service customer experiences.

9. Infinity was founded in 1996 to deliver integrated campaign solutions. In 2013, we
continue to partner with some of America’s best known brands to attract and retain
customers for life.
We take the lead starting with building a customer database and our mission is to get
customers and keep customers for you in the most efficient means.
Contact Infinity
Connect with us @ http://www.linkedin.com/company/63794
Watch us in action! @ www.YouTube.com/InfinityContact
Learn about our workforce @ www.facebook.com/InfinityContact
Take a virtual tour @
www.infinitycontact.com/RevenueLeadershipSystem