Infosys white paper on how CSPs can ensure high Customer Retention through its Transformation Solutions, Strategic Approachs, Services, Promotions & Loyalty Programs.
Getting customers to come to your stores and shop is one thing, ensuring they come back again for repeat business is a different challenge. Customers are spoilt for choice of moving to other retailers and it is becoming more important to acknowledge the customer for the business he does with the retailer. Equally important is to monetize the gratitude and Reward him for the business he does.
Loyalty Soft+ is a points & rewards management application, designed to significantly improve customer retention by bringing them continuously back and improving customer satisfaction levels. Loyalty Soft+ is maintain relation between client to business
Loyalty Point +
For Small & Medium Shop, Mall, Fast Food Point, Restaurants, Hotels, Club, Tours & Travel Agency
Features
Customer Management | Loyalty Point Management | Billing Management | Birthday / Marriage Anniversary Reminder | SMS Facility | Send Offer SMS | Magnetic Strips & Bar Coded Cards Supported | Reporting | Increasing Business | Connect to your Old Customers
Customer satisfaction plays a prominent role in the success of a company. To increase customer satisfaction, organizations have to adapt new and innovative techniques and interactive programs to enage and reward customer and thereby increase the loyalty towards the organization.
Arokia ’s eLoyalty application is developed with features rich loyalty modules such as member manager,redemption catalog & member earning and point calculation engine with 3D reporting.
Konnet’s point-based loyalty program enables merchants to define programs that automatically award a stored value on the card every time the merchant-designated point threshold is reached, www.2x12.in
The document discusses Comarch Loyalty Management, a solution that allows companies to better understand customer behavior, encourage profitable customer relationships, and increase loyalty and revenue. The solution includes tools for promotional design, social engagement, customer analytics and reporting, and is a comprehensive loyalty platform that can be customized and integrated with other systems. Comarch is an experienced provider of loyalty and CRM solutions with a track record of successfully implementing programs worldwide.
The document summarizes Tidy, a digital customer engagement, loyalty and mobile payments platform that empowers businesses to engage and reward customers. Tidy's platform includes features like a branded mobile app, marketing tools, mobile payments, POS integration, analytics and security to help businesses increase revenue by attracting new customers and increasing loyalty. It allows businesses to set up customized loyalty programs, integrate all marketing activities, track ROI and know customers better through data and analytics.
Everyone has a creative potential! Yes that's right. We all have the innate capacity for creative activity. ZaVue Solutions deals with providing novel business ideas and an opportunity to do online writing to earn a good amount in your lives.
Website: http://zavuesolutions.com/
Like and share our Facebook page to get updates;
https://www.facebook.com/zavuesolutions/
This document provides an overview of retailing and customer relationship management (CRM) in the retail sector. It defines retailing as buying products from suppliers and selling directly to consumers. It outlines various forms of retailing and characteristics of the industry. It also describes the types of retail customers and factors influencing business growth. The document then discusses organized versus unorganized retailing and examines CRM penetration and processes in the retail sector. It analyzes operational and analytical CRM and their relationship. Finally, it provides a case study of how Landmark Group implemented a centralized CRM system across its various retail businesses.
Getting customers to come to your stores and shop is one thing, ensuring they come back again for repeat business is a different challenge. Customers are spoilt for choice of moving to other retailers and it is becoming more important to acknowledge the customer for the business he does with the retailer. Equally important is to monetize the gratitude and Reward him for the business he does.
Loyalty Soft+ is a points & rewards management application, designed to significantly improve customer retention by bringing them continuously back and improving customer satisfaction levels. Loyalty Soft+ is maintain relation between client to business
Loyalty Point +
For Small & Medium Shop, Mall, Fast Food Point, Restaurants, Hotels, Club, Tours & Travel Agency
Features
Customer Management | Loyalty Point Management | Billing Management | Birthday / Marriage Anniversary Reminder | SMS Facility | Send Offer SMS | Magnetic Strips & Bar Coded Cards Supported | Reporting | Increasing Business | Connect to your Old Customers
Customer satisfaction plays a prominent role in the success of a company. To increase customer satisfaction, organizations have to adapt new and innovative techniques and interactive programs to enage and reward customer and thereby increase the loyalty towards the organization.
Arokia ’s eLoyalty application is developed with features rich loyalty modules such as member manager,redemption catalog & member earning and point calculation engine with 3D reporting.
Konnet’s point-based loyalty program enables merchants to define programs that automatically award a stored value on the card every time the merchant-designated point threshold is reached, www.2x12.in
The document discusses Comarch Loyalty Management, a solution that allows companies to better understand customer behavior, encourage profitable customer relationships, and increase loyalty and revenue. The solution includes tools for promotional design, social engagement, customer analytics and reporting, and is a comprehensive loyalty platform that can be customized and integrated with other systems. Comarch is an experienced provider of loyalty and CRM solutions with a track record of successfully implementing programs worldwide.
The document summarizes Tidy, a digital customer engagement, loyalty and mobile payments platform that empowers businesses to engage and reward customers. Tidy's platform includes features like a branded mobile app, marketing tools, mobile payments, POS integration, analytics and security to help businesses increase revenue by attracting new customers and increasing loyalty. It allows businesses to set up customized loyalty programs, integrate all marketing activities, track ROI and know customers better through data and analytics.
Everyone has a creative potential! Yes that's right. We all have the innate capacity for creative activity. ZaVue Solutions deals with providing novel business ideas and an opportunity to do online writing to earn a good amount in your lives.
Website: http://zavuesolutions.com/
Like and share our Facebook page to get updates;
https://www.facebook.com/zavuesolutions/
This document provides an overview of retailing and customer relationship management (CRM) in the retail sector. It defines retailing as buying products from suppliers and selling directly to consumers. It outlines various forms of retailing and characteristics of the industry. It also describes the types of retail customers and factors influencing business growth. The document then discusses organized versus unorganized retailing and examines CRM penetration and processes in the retail sector. It analyzes operational and analytical CRM and their relationship. Finally, it provides a case study of how Landmark Group implemented a centralized CRM system across its various retail businesses.
Visit website: http://loyalty.pobuca.com
Pobuca Loyalty is a platform that develops and grows repeat customers. It enables you to identify customers in all sales and marketing channels, map their journey, engage with them by using an omni-channel strategy, reward loyalty and predict future buying behaviors.
The report discusses Udyog Enterprises, a distributor of construction chemicals for Sika company. It stores the chemicals by Sika in its inventories and then supplies them to companies as per demand. The customers are largely divided into two main segments, industrial buyers and retail buyers. 95% of the revenue comes from retail buyers.
The methods through which the company generates leads are-
Sika provides them information about the projects happening
Through site visits by a team of engineer from Sika and sales force from Udyog
Through some information in newspaper ads
Through word-of-mouth, if the company hears about any projects going on then we approach the company.
An enterprise wide information backbone for 4W & 2W dealerships, which encompasses all the branches and all users who are part of the dealership. Provides an accurate source of information related to each and every customer and their entire interaction lifecycle with the dealership.
Provides insights into data points which were hitherto undiscovered and were buried within your existing data.
For a FREE and no-obligations demo & consultation please contact us at -
Email - enquiry@crosscode.in
Call - +91.99169.65415
The document discusses optimizing the customer lifecycle through improved sales, operations, marketing, and service. It highlights key challenges like increased competition, customer demands, and costs. An optimized solution can provide joined-up processes, customer analytics, business analytics, and performance analytics to improve customer satisfaction, relationships, sales pipeline management, operations delivery, service responsiveness, and marketing ROI. The tailored Flowlens system provides benefits like increased profits, reduced costs, greater buy-in, and total visibility across teams, customers, and partners.
Customer relationship management (CRM) involves tracking customer interactions to improve customer service and target marketing. CRM software supports these processes by allowing customer data to be entered, stored, and accessed across departments. While CRM generally refers to software, vendors emphasize a holistic approach is also needed for success.
Your customers get the kind of benefits they've previously only received from larger businesses. And they get a pro gramme that's incredibly easy to use.
There are many exclusive benefits and privileges that only loyalty cards users can enjoy. Receive good discounts at selected establishments, generous offers on special occasions like festive season promotions, assistance for concert ticket bookings, price-offs on restaurants, car rentals and attractions.
Additionally, Loyality catrds gives reward points for each rupee spent. These points can then be used to exchange for items such as electrical goods, airline tickets and a whole list of other attractive items.
Gamification Benefits to Rewards/Loyalty Programstalktalk
Rewards/loyalty programs are proven to rapidly gain and significantly retain customers, increase faster repeat revenues and accelerate customer engagement.
Gamification adds to the concept of user engagement process and offers new dimension to both customers and staff. Here's #10 - 10 – Future trends in gamification changes the paradigm of customer engagement farther and faster than other means – game theory and artificial intelligence techniques will drive future customer engagement programs. Simulations of all kinds will be used internally to motivate staff and customers alike. Designing of games will evolve as part of nearly all business operations making the job of the job more efficient , effectively and certainly more fun.
CRM implementation in the insurance sector aims to improve customer satisfaction and loyalty. Successful CRM requires integrating people, processes, and technology to obtain a unified customer view. Major Indian insurers like LIC, HDFC Ergo, and Tata AIA Life have implemented CRM systems to streamline operations, improve customer service, and increase sales. However, failures can occur if data is inconsistent, customer needs are not considered, or systems are not properly integrated. Overall, CRM provides benefits but also poses challenges for the insurance industry in India.
Retailers use customer relationship management (CRM) to build loyalty with valuable customers. CRM involves collecting customer data, analyzing it to identify best customers, developing loyalty programs, and implementing them. Retailers determine best customers through metrics like recency, frequency, and monetary value of purchases. Loyalty programs reward frequent shoppers, while privacy concerns must be addressed to gain customer trust and participation.
1. IKONSOFT has supported over 100 loyalty program initiatives.
2.Project managed over 27 programs as A-Z turn-key solution.
3.Our expertise will keep you ahead of the game in today’s rapidly evolving world of multi-channel and social media integration, mobile consumers, real-time marketing and more with our loyalty platform.
4.If you need to launch a new loyalty program initiative on a tight schedule, with low risk and a high return on your loyalty program investment – partner with IKONSOFT.
5.We can guarantee the success of your loyalty card program through our industry experience and expertise.
Augeo provides wholesale membership and loyalty programs to businesses. They offer ready-to-go and custom programs across industries to drive revenue, retention, and continuity. Augeo has over 1,200 active loyalty programs in 55+ countries, serving Fortune 50-1000 companies and regional businesses. Their core platforms include employee recognition, financial institution loyalty, card-linked offers, customer loyalty, and insurance programs. Augeo provides comprehensive support including product fulfillment, marketing, customer service, reporting, and IT infrastructure.
CRM provides benefits across many areas of retail operations including social media marketing, vendor management, sales automation, marketing, collaboration between sales and marketing teams, customer service, store operations, mobile solutions, and business intelligence. Key capabilities include social listening and engagement, managing suppliers and linking them to sales and marketing efforts, sales pipeline management, marketing campaign management, collaborative lead and project management, customer service case management, store and loyalty program management, mobile access for field teams, and data analysis and reporting.
The document proposes a customer loyalty program for Chevrolet car services in India. It outlines objectives to gain customer satisfaction, loyalty through quality after-sales service. The program would allow customers to customize their car's appearance without affecting warranty. Key elements discussed include types of loyalty programs, ensuring customer loyalty through design, operations, technology, and addressing common questions about loyalty programs and their advantages in encouraging repeat purchases and disadvantages like financial costs.
This document discusses best practices for customer relationship management (CRM) implementation in the luxury retail sector. It provides an overview of current CRM challenges in luxury retail, including identifying customers across disparate channels and measuring salesperson effectiveness. It then summarizes findings from reports on CRM practices in retail, including the use of loyalty programs and real-time customer data. Finally, it proposes a conceptual framework for CRM in luxury retail based on providing personalized customer experiences and generating customer insights to refine business actions.
Chapter 11 Database and Direct Response Marketing and Personal SellingAnisa Osariana
This document discusses database and direct response marketing. It covers developing loyal customers through recognition, relationships, and rewards. It describes building a marketing database and data warehouse to store customer information and perform database coding, analysis, and data mining to drive personalized communications and marketing programs. It also discusses direct response marketing techniques like direct mail, catalogs, television, radio, and personal selling and how building customer relationships through a database is important for direct response.
Group FiO provides integrated business solutions including ERP, CRM, order management, and marketing automation to help customers focus on their core business. Their management team has decades of experience in IT, operations, and consulting. They offer customized service levels and scalable deployment models including SaaS, on-premise, and hosted options with a global follow-the-sun support model. Their product suite includes myFiO ERP, CRM, marketing automation, and other modules to automate processes, provide insights, and increase transparency.
eCRM: How to build strong customer relations with Re(al-time)MarketingSemetis
eCRM presentation @Semetis event of 23-Nov-12: How to build strong one2one relations with Client Remarketing Management? How to build strong customer relations with Re(al-time)Marketing?
BITZ BOOTCAMP DC: Smart Service - Winning the Customer ExperienceLocalogy
This document discusses the importance of providing smart, contextual customer service across multiple channels in order to meet evolving customer expectations. It outlines the key aspects of customer service that customers now demand, including being smart/contextual, real-time, accessible wherever the customer is, easy to use, and fast. It then discusses tools and strategies for providing an omnichannel customer experience, such as live chat, social media/messaging, self-service portals, video chat, mobile apps, and artificial intelligence/chatbots. The document emphasizes the value of integrating these channels and technologies to give agents a full view of customer data and provide a seamless experience across any service channel.
This document discusses CRM (customer relationship management) strategies in the retail industry in India. It provides an overview of the retail sector and defines CRM. It then describes advantages and disadvantages of CRM for retailers. Specific examples of CRM strategies at Reliance Retail and Big Bazar are outlined, including customer loyalty programs, communication, and satisfaction measures. The document also covers analyzing CRM effectiveness, complaint handling, and assessing customer perceived value.
"Real loyalty isn’t created at the close of the sale. It’s created when the brand & the customer become intimate through multiple interactions before, during & after the purchase." Read more in Aimia's report, 'Rewarding Interactions; Are You Ready for Customer Intimacy'
Companies can improve customer retention rates by addressing the root causes of customer attrition through a strategic approach. This involves applying targeted retention strategies across all customer touchpoints in a coordinated effort. The document discusses establishing a "Churn Command Center" to oversee retention efforts across the organization. It also emphasizes the importance of customer analytics to understand why customers churn and tailor retention offers, as well as testing offers across channels to maximize effectiveness and minimize risks. Leading companies see reductions in churn of 10-50% through these integrated, data-driven approaches.
This document discusses the concept of customer equity, which views customers as valuable assets that companies should measure, manage, and maximize over the long term. Customer equity management uses financial techniques and customer data to optimize customer acquisition, retention, and additional sales. It balances revenue growth and cost management. Adopting a customer equity approach requires integrated business strategies, organizational changes, and new performance metrics focused on maximizing the lifetime value of customers. Technologies like affordable IT, communications, data modeling, and fulfillment enable this customer-centric approach. Firms that effectively grow and manage customer equity through value, brand, and relationship drivers can gain a significant competitive advantage.
Visit website: http://loyalty.pobuca.com
Pobuca Loyalty is a platform that develops and grows repeat customers. It enables you to identify customers in all sales and marketing channels, map their journey, engage with them by using an omni-channel strategy, reward loyalty and predict future buying behaviors.
The report discusses Udyog Enterprises, a distributor of construction chemicals for Sika company. It stores the chemicals by Sika in its inventories and then supplies them to companies as per demand. The customers are largely divided into two main segments, industrial buyers and retail buyers. 95% of the revenue comes from retail buyers.
The methods through which the company generates leads are-
Sika provides them information about the projects happening
Through site visits by a team of engineer from Sika and sales force from Udyog
Through some information in newspaper ads
Through word-of-mouth, if the company hears about any projects going on then we approach the company.
An enterprise wide information backbone for 4W & 2W dealerships, which encompasses all the branches and all users who are part of the dealership. Provides an accurate source of information related to each and every customer and their entire interaction lifecycle with the dealership.
Provides insights into data points which were hitherto undiscovered and were buried within your existing data.
For a FREE and no-obligations demo & consultation please contact us at -
Email - enquiry@crosscode.in
Call - +91.99169.65415
The document discusses optimizing the customer lifecycle through improved sales, operations, marketing, and service. It highlights key challenges like increased competition, customer demands, and costs. An optimized solution can provide joined-up processes, customer analytics, business analytics, and performance analytics to improve customer satisfaction, relationships, sales pipeline management, operations delivery, service responsiveness, and marketing ROI. The tailored Flowlens system provides benefits like increased profits, reduced costs, greater buy-in, and total visibility across teams, customers, and partners.
Customer relationship management (CRM) involves tracking customer interactions to improve customer service and target marketing. CRM software supports these processes by allowing customer data to be entered, stored, and accessed across departments. While CRM generally refers to software, vendors emphasize a holistic approach is also needed for success.
Your customers get the kind of benefits they've previously only received from larger businesses. And they get a pro gramme that's incredibly easy to use.
There are many exclusive benefits and privileges that only loyalty cards users can enjoy. Receive good discounts at selected establishments, generous offers on special occasions like festive season promotions, assistance for concert ticket bookings, price-offs on restaurants, car rentals and attractions.
Additionally, Loyality catrds gives reward points for each rupee spent. These points can then be used to exchange for items such as electrical goods, airline tickets and a whole list of other attractive items.
Gamification Benefits to Rewards/Loyalty Programstalktalk
Rewards/loyalty programs are proven to rapidly gain and significantly retain customers, increase faster repeat revenues and accelerate customer engagement.
Gamification adds to the concept of user engagement process and offers new dimension to both customers and staff. Here's #10 - 10 – Future trends in gamification changes the paradigm of customer engagement farther and faster than other means – game theory and artificial intelligence techniques will drive future customer engagement programs. Simulations of all kinds will be used internally to motivate staff and customers alike. Designing of games will evolve as part of nearly all business operations making the job of the job more efficient , effectively and certainly more fun.
CRM implementation in the insurance sector aims to improve customer satisfaction and loyalty. Successful CRM requires integrating people, processes, and technology to obtain a unified customer view. Major Indian insurers like LIC, HDFC Ergo, and Tata AIA Life have implemented CRM systems to streamline operations, improve customer service, and increase sales. However, failures can occur if data is inconsistent, customer needs are not considered, or systems are not properly integrated. Overall, CRM provides benefits but also poses challenges for the insurance industry in India.
Retailers use customer relationship management (CRM) to build loyalty with valuable customers. CRM involves collecting customer data, analyzing it to identify best customers, developing loyalty programs, and implementing them. Retailers determine best customers through metrics like recency, frequency, and monetary value of purchases. Loyalty programs reward frequent shoppers, while privacy concerns must be addressed to gain customer trust and participation.
1. IKONSOFT has supported over 100 loyalty program initiatives.
2.Project managed over 27 programs as A-Z turn-key solution.
3.Our expertise will keep you ahead of the game in today’s rapidly evolving world of multi-channel and social media integration, mobile consumers, real-time marketing and more with our loyalty platform.
4.If you need to launch a new loyalty program initiative on a tight schedule, with low risk and a high return on your loyalty program investment – partner with IKONSOFT.
5.We can guarantee the success of your loyalty card program through our industry experience and expertise.
Augeo provides wholesale membership and loyalty programs to businesses. They offer ready-to-go and custom programs across industries to drive revenue, retention, and continuity. Augeo has over 1,200 active loyalty programs in 55+ countries, serving Fortune 50-1000 companies and regional businesses. Their core platforms include employee recognition, financial institution loyalty, card-linked offers, customer loyalty, and insurance programs. Augeo provides comprehensive support including product fulfillment, marketing, customer service, reporting, and IT infrastructure.
CRM provides benefits across many areas of retail operations including social media marketing, vendor management, sales automation, marketing, collaboration between sales and marketing teams, customer service, store operations, mobile solutions, and business intelligence. Key capabilities include social listening and engagement, managing suppliers and linking them to sales and marketing efforts, sales pipeline management, marketing campaign management, collaborative lead and project management, customer service case management, store and loyalty program management, mobile access for field teams, and data analysis and reporting.
The document proposes a customer loyalty program for Chevrolet car services in India. It outlines objectives to gain customer satisfaction, loyalty through quality after-sales service. The program would allow customers to customize their car's appearance without affecting warranty. Key elements discussed include types of loyalty programs, ensuring customer loyalty through design, operations, technology, and addressing common questions about loyalty programs and their advantages in encouraging repeat purchases and disadvantages like financial costs.
This document discusses best practices for customer relationship management (CRM) implementation in the luxury retail sector. It provides an overview of current CRM challenges in luxury retail, including identifying customers across disparate channels and measuring salesperson effectiveness. It then summarizes findings from reports on CRM practices in retail, including the use of loyalty programs and real-time customer data. Finally, it proposes a conceptual framework for CRM in luxury retail based on providing personalized customer experiences and generating customer insights to refine business actions.
Chapter 11 Database and Direct Response Marketing and Personal SellingAnisa Osariana
This document discusses database and direct response marketing. It covers developing loyal customers through recognition, relationships, and rewards. It describes building a marketing database and data warehouse to store customer information and perform database coding, analysis, and data mining to drive personalized communications and marketing programs. It also discusses direct response marketing techniques like direct mail, catalogs, television, radio, and personal selling and how building customer relationships through a database is important for direct response.
Group FiO provides integrated business solutions including ERP, CRM, order management, and marketing automation to help customers focus on their core business. Their management team has decades of experience in IT, operations, and consulting. They offer customized service levels and scalable deployment models including SaaS, on-premise, and hosted options with a global follow-the-sun support model. Their product suite includes myFiO ERP, CRM, marketing automation, and other modules to automate processes, provide insights, and increase transparency.
eCRM: How to build strong customer relations with Re(al-time)MarketingSemetis
eCRM presentation @Semetis event of 23-Nov-12: How to build strong one2one relations with Client Remarketing Management? How to build strong customer relations with Re(al-time)Marketing?
BITZ BOOTCAMP DC: Smart Service - Winning the Customer ExperienceLocalogy
This document discusses the importance of providing smart, contextual customer service across multiple channels in order to meet evolving customer expectations. It outlines the key aspects of customer service that customers now demand, including being smart/contextual, real-time, accessible wherever the customer is, easy to use, and fast. It then discusses tools and strategies for providing an omnichannel customer experience, such as live chat, social media/messaging, self-service portals, video chat, mobile apps, and artificial intelligence/chatbots. The document emphasizes the value of integrating these channels and technologies to give agents a full view of customer data and provide a seamless experience across any service channel.
This document discusses CRM (customer relationship management) strategies in the retail industry in India. It provides an overview of the retail sector and defines CRM. It then describes advantages and disadvantages of CRM for retailers. Specific examples of CRM strategies at Reliance Retail and Big Bazar are outlined, including customer loyalty programs, communication, and satisfaction measures. The document also covers analyzing CRM effectiveness, complaint handling, and assessing customer perceived value.
"Real loyalty isn’t created at the close of the sale. It’s created when the brand & the customer become intimate through multiple interactions before, during & after the purchase." Read more in Aimia's report, 'Rewarding Interactions; Are You Ready for Customer Intimacy'
Companies can improve customer retention rates by addressing the root causes of customer attrition through a strategic approach. This involves applying targeted retention strategies across all customer touchpoints in a coordinated effort. The document discusses establishing a "Churn Command Center" to oversee retention efforts across the organization. It also emphasizes the importance of customer analytics to understand why customers churn and tailor retention offers, as well as testing offers across channels to maximize effectiveness and minimize risks. Leading companies see reductions in churn of 10-50% through these integrated, data-driven approaches.
This document discusses the concept of customer equity, which views customers as valuable assets that companies should measure, manage, and maximize over the long term. Customer equity management uses financial techniques and customer data to optimize customer acquisition, retention, and additional sales. It balances revenue growth and cost management. Adopting a customer equity approach requires integrated business strategies, organizational changes, and new performance metrics focused on maximizing the lifetime value of customers. Technologies like affordable IT, communications, data modeling, and fulfillment enable this customer-centric approach. Firms that effectively grow and manage customer equity through value, brand, and relationship drivers can gain a significant competitive advantage.
Beyond Omnichannel: Determining the Right Channel MixCognizant
Many companies believe that simply adding more customer channels or reducing the time it takes to handle customer queries will boost customer satisfaction and enhance the customer experience. Yet the proliferation of digital technologies and touchpoints have made it more difficult to track customer preferences and purchasing traits. By identifying customers’ preferred contact channels, companies can more effectively engage, serve, and retain them while driving profitable growth.
This document discusses the concept of customer equity, which refers to managing customers as valuable assets. It argues that firms should measure, manage, and maximize customer equity like other business assets to directly impact the bottom line. Customer equity management uses financial techniques and customer data to optimize customer acquisition, retention, and additional sales over the lifetime of customer relationships. While some concepts are not new, integrating them into a unified customer equity approach is innovative. Firms that adopt this approach can compute customer asset values, adjust investments over the customer lifecycle, organize processes around the lifecycle, leverage customer interactions, and tailor offerings to maximize long-term profitability and growth from customers.
Customer data driven marketing for digital servicesVrishali Sinha
This document discusses how mobile operators can use customer data and analytics to improve digital marketing strategies. It recommends that operators analyze user behavior and segment customer data to personalize promotions and offers. This allows operators to increase adoption rates, enhance revenue streams, fully exploit upsell opportunities, manage churn, and improve customer experience. The document provides examples of how analytics can be used across the customer journey, from search and discovery to on-boarding and retention, to optimize interactions and conversion rates.
The Future Of Billing Exploring Subscription-.pdfInvoicera
Are you finding it difficult to predict your monthly revenue? Or are you struggling to retain your existing customers and get on-time payments?
If yes, you must switch to subscription-based models for long-term sustainability.
These models not only boost your revenue but also provide a sustainable path for business growth.
CRM Multichannel integration process & IT & Performance assessment process .pptxmarwamarwa64
The multi-channel integration process takes customer outputs from various business processes and translates them into value-adding customer interactions across multiple channels. It involves deciding the best combination of channels and ensuring a positive customer experience. The process also aims to develop a single unified view of each customer.
The document discusses how customers today are more educated and empowered than ever before. It emphasizes that customer engagement and experience are top priorities for businesses, as engaged customers spend more and promote brands through positive recommendations. The end state result is that marketing will focus on optimizing the customer experience and changing customers' perceptions from seeing communications as "spam" to valuable offers from a trusted service provider.
The document discusses customer relationship management (CRM) and electronic customer relationship management (eCRM). It outlines several key aspects of CRM, including acquiring and retaining customers, increasing customer satisfaction and loyalty, understanding customer needs and behaviors, and using marketing campaigns and technologies like data analysis to improve customer interactions and relationships. The document then discusses how eCRM uses electronic channels like websites and messaging to connect with customers and enhance the customer experience across different customer touchpoints. It emphasizes integrating online channels with traditional channels to implement a holistic CRM strategy.
Financial Services: 5 Priorities for Providing a Successful Customer ExperienceInMoment
Financial services (finserv) clients are changing in many ways, and they want a company that will evolve with them. In this SlideShare, we show 5 crucial CX priorities finserv organizations must focus on in order to meet the needs of their evolving clients.
Marketing consists of activities that direct the flow of goods and services from producers to consumers. Customer relationship management (CRM) is a strategy and process for managing relationships with customers that aims to benefit the organization and stakeholders. It involves understanding customers, interacting with them through various channels, and maintaining the current and future value of customers over time.
This document provides an overview of customer relationship management (CRM). It discusses the importance of customer loyalty to a firm's profitability. Loyal customers become more profitable over time through increased purchases, reduced costs, referrals, and price premiums. The document also covers assessing the lifetime value of customers, understanding the customer-firm relationship, strategies for reducing customer defections, and the objectives and key processes of CRM systems including strategy development, value creation, multi-channel integration, performance assessment, and information management.
The document discusses 5 major forces placing pressure on companies: customer retention, shift to service-based differentiation, one-to-one marketing, expanded product diversity, and power shifting to customers. It emphasizes the importance of understanding customer costs, profitability, and lifetime value in order to prioritize high-value customers and make strategic marketing decisions. Customer lifetime value (CLV) treats each customer as an investment and focuses on the long-term profit stream from customers, helping companies evaluate marketing ROI and target attractive new customers.
Mastering Customer Acquisition-Strategies, Costs, and Tactics.pdfSaletancy
The PDF provides a comprehensive guide on mastering customer acquisition, covering strategies, costs, and tactics essential for business growth. It includes detailed insights on defining customer acquisition, understanding customer acquisition cost (CAC), key components of successful acquisition strategies, exploration of various acquisition techniques, cost-effectiveness analysis, best practices for lowering CAC, monitoring and measuring acquisition efforts, case studies, and FAQs for clarity.
Customer Service: Achieving excellence through a company-wide approachValue Partners
A new perspective devoted to customer satisfaction, a key driver to increase a company’s value. By Alberto Griselli and Charles Monteux of the São Paulo office
The document discusses how to keep loyal customer relationships through holistic management. It emphasizes understanding customer needs, making them feel valued, improving their experience, rewarding loyalty, and engaging with them. The key is deeply understanding customers, listening to them, and providing what they ask for. Holistic marketing aims to deliver a seamless customer experience across channels by aligning systems and processes with the goal of serving customers. Building loyal customers can help businesses economically by increasing profitability and savings costs.
The document discusses four key strategies for companies to achieve profitable and sustainable revenue growth during an economic downturn: 1) Focus on existing customer accounts by deepening relationships and tailoring offers; 2) Ensure every sales opportunity is captured through efficient upselling and cross-selling; 3) Reduce the cost to serve customers by empowering associates with tools to work smarter; and 4) Maintain a strong focus on service quality to differentiate the brand in the marketplace.
1) The document discusses how companies can achieve profitable and sustainable revenue growth, even during economic downturns.
2) It recommends focusing on existing customer accounts, capturing every sales opportunity, maintaining service quality, and reducing customer service costs.
3) Specific tactics include communicating appreciation to customers, targeting promotional offers, optimizing sales conversions, and providing associates with tools and technologies to improve efficiency.
Raising customer experience bar with cx toolseTailing India
Hello friends, after a great week of learning on Goods and Services Tax, we continue our Customer Experience series again! Here’s the 14th part of it where we see some of the tools used in improving Customer Experience (CX).
We see a guide to implement CX reforms with these below tools:
1. JOURNEY MAPPING
Journey mapping uses data gathered from surveys, customer interviews and focus groups to understand exactly how users engage with an organization.
Demystifying Machine Learning for Manufacturing: Data Science for allInfosys
This document discusses using machine learning and analytics for manufacturing applications. It begins with an overview of industry 4.0 and the increasing connectivity in manufacturing through technologies like the industrial internet of things. It then discusses how machine learning techniques like classification, regression, clustering and dimensionality reduction can be applied to common use cases in manufacturing around areas like order to cash, core manufacturing, and procure to pay. Specific case studies are presented on using machine learning for energy optimization at Infosys campuses and predicting churn for a automotive manufacturer's connected vehicle subscription services. Visualization and condition-based monitoring using artificial intelligence are also discussed.
Infosys commissioned an independent market research company, Vanson Bourne, to investigate the use of digital technologies and key trends in nine industries. We surveyed 1,000 senior decision makers from business and IT, from large organizations with 1,000 employees or more and annual revenue of at least US$500 million.
The report aims to discover:
a) the surging tide of digital technology adoption in organizations – what is used and where?
b) the promised land of digital technology use, and the hurdles organizations face to get there
c) the biggest disruptive digital trends within the next three years and why organizations see them as vital to future success
The summary here presents the survey results and highlights the digital outlook that will define the healthcare industry strategy over the next three years.
5 tips to make your mainframe as fit as youInfosys
Just like a periodic health check-up is important to assess your overall well-being, a detailed reexamination of the enterprise IT landscape is paramount. We take a look at the various ways an enterprise needs to revamp its mainframe and sharpen its functionalities to stay ahead of the game. While APIs aid you in providing superior customer service, migrating to the cloud provides you with scalability and resilience. These and many more sub-offerings from Infosys aid your organization in staying agile and equipped to leverage the latest technologies to cater to the ever-changing market. Learn more.
This document discusses how Infosys helped modernize various clients' mainframe systems through automation, application redesign, and streamlining of processes. Some key outcomes included issuing cards faster and flagging fraud instantly for a financial institution, optimizing performance and helping launch new products and services worth $160 million for a British financial company, and improving auto-adjudication rates to 85% and saving $2 million for a healthcare giant. Overall, the case studies demonstrated benefits such as reduced costs, improved productivity, faster transactions and launches of new offerings through Infosys' fourth wave modernization services.
Human Amplification In The Enterprise - Resources and UtilitiesInfosys
Infosys commissioned a study to develop a research methodology and get insights into the current nature of digital transformation enterprises undergo, across industry verticals. This deck provides industry specific insights from Resources and Utilities.
The study sought to understand a) the specific drivers of digital transformation for enterprises, b) the various facets of this transformation, c) expected and ensuing outcomes, and d) the role of Artificial Intelligence (AI).
Human Amplification In The Enterprise - Telecom and CommunicationInfosys
Infosys commissioned a study to develop a research methodology and get insights into the current nature of digital transformation enterprises undergo, across industry verticals. This deck provides industry specific insights from Telecom and Communication.
The study sought to understand a) the specific drivers of digital transformation for enterprises, b) the various facets of this transformation, c) expected and ensuing outcomes, and d) the role of Artificial Intelligence (AI).
Human Amplification In The Enterprise - Retail and CPGInfosys
Infosys commissioned a study to develop a research methodology and get insights into the current nature of digital transformation enterprises undergo, across industry verticals. This deck provides industry specific insights from Retail and CPG.
The study sought to understand a) the specific drivers of digital transformation for enterprises, b) the various facets of this transformation, c) expected and ensuing outcomes, and d) the role of Artificial Intelligence (AI).
Human Amplification In The Enterprise - Manufacturing and High-techInfosys
Infosys commissioned a study to develop a research methodology and get insights into the current nature of digital transformation enterprises undergo, across industry verticals. This deck provides industry specific insights from Manufacturing and High-tech.
The study sought to understand a) the specific drivers of digital transformation for enterprises, b) the various facets of this transformation, c) expected and ensuing outcomes, and d) the role of Artificial Intelligence (AI).
Human amplification in the enterprise - Automation. Innovation. Learning.Infosys
Infosys commissioned a study to develop a research methodology and get insights into the current nature of digital transformation enterprises undergo, across industry verticals. This deck provides industry specific insights from Automation, Innovation and learning.
The study sought to understand a) the specific drivers of digital transformation for enterprises, b) the various facets of this transformation, c) expected and ensuing outcomes, and d) the role of Artificial Intelligence (AI).
Human Amplification In The Enterprise - Healthcare and Life SciencesInfosys
The document discusses the findings of a study on digital transformation and the role of artificial intelligence (AI) in enterprises. Some key findings include:
- 72% of healthcare and life sciences enterprises are undergoing full digital transformations while 23% are transforming partially
- Automating processes and enabling innovation are top priorities for digital transformation
- Adopting AI applications can help with automation, data processing, and decision making but challenges include lack of resources, skills, and understanding of AI's value
- Lifelong learning is seen as important for employees to gain new skills and remain relevant during transformations
Human Amplification In The Enterprise - Banking and InsuranceInfosys
The document summarizes key findings from a study on digital transformation and human amplification in the banking and insurance sectors. It finds that 76% of enterprises in these sectors are undergoing full digital transformations, with the goals of becoming more agile, customer-centric, and innovative. While progress has been significant for many, challenges remain around IT alignment, resources, and resistance to change. The study also examines how AI can support automation of processes and data-driven insights, as well as the need for lifelong learning to ensure employees can acquire new skills.
This document discusses how Infosys helped modernize various clients' mainframe systems through automation, application redesign, and streamlining of processes. This enabled clients across different industries like financial services, healthcare, retail, and insurance to launch new products and services faster, reduce costs, improve system performance, and better serve their customers through faster processing, reduced fraud, and improved user experience. Infosys helped clients save millions of dollars in costs while improving productivity, compliance, and business operations overall.
Reimagining the future of IT InfrastructureInfosys
This document discusses how Infosys helped various companies reinvent and modernize their IT infrastructure to simplify processes, increase efficiencies, reduce costs and risks, and keep pace with changing business and customer needs. Examples include helping retailers manage business systems easily, oil companies access data faster at lower costs, food companies optimize supply chains, and pharmaceutical companies accelerate drug discovery, testing and production.
This document summarizes the results of a survey of 1,600 IT and business decision makers from organizations with over 1,000 employees and at least $500M in annual revenue across seven countries. The survey looked at companies' current status and motivations for adopting artificial intelligence as well as their preparations for and barriers to AI use. Key findings include that 25% of companies have fully deployed at least one AI solution and expect a 39% revenue rise by 2020 from AI. Most companies are investing in supporting IT infrastructure and developing internal knowledge for AI planning. The majority see ethics as important but over half believe ethical concerns currently limit AI's effectiveness. Future skills needs include active learning, complex problem solving and critical thinking.
The document discusses the findings of a Forrester Consulting study commissioned by Infosys on digital transformation. The study found that only 9% of firms have achieved digital maturity, while 69% believe they lack a systematic digital strategy. Organizational issues like a lack of digital skills and competing agendas are key barriers. Having the CEO responsible for the digital vision is linked to higher levels of digital maturity and investment. To succeed, organizations must address both digital customer experience and operational excellence through restructuring, replatforming technology, and transforming culture.
InfosysDigital creates customer delight across industries for companies like Anglian Water, Avivia Health, Belgacom, Chobani LLC, Darden Restaurants, GSK, Hilti, ICICI Bank, Bank Muscat Oman, Talk Talk, Vodafone, and more. The document encourages the reader to dive deeper and learn more about each company's digital solutions and experiences. It directs the reader to contact InfosysDigital for additional information.
Digital payments are becoming the norm as customers increasingly rely on digital services and conduct transactions online rather than with physical cards or cash. Key trends include the growth of peer-to-peer and business-to-business digital payments, tokenization standards, smart point-of-sale devices, and passive contactless payments. Payment providers face both opportunities and threats from new digital technologies and entrants, and must transform their organizations, technologies, and business models to keep up with rapidly changing customer expectations and remain competitive in the digital landscape.
Take a glimpse at few of our efforts that we made to demonstrate that efficient technologies can easily be deployed in large scale in a cost effective manner to make our campus environmental friendly on this World Environment Day 2015
The Information Services industry is in the eye of the digital storm. Two major contenders within this industry - traditional and new age media companies must adopt strategies for the significant mass of millennials and demanding consumers.
Taking AI to the Next Level in Manufacturing.pdfssuserfac0301
Read Taking AI to the Next Level in Manufacturing to gain insights on AI adoption in the manufacturing industry, such as:
1. How quickly AI is being implemented in manufacturing.
2. Which barriers stand in the way of AI adoption.
3. How data quality and governance form the backbone of AI.
4. Organizational processes and structures that may inhibit effective AI adoption.
6. Ideas and approaches to help build your organization's AI strategy.
The Microsoft 365 Migration Tutorial For Beginner.pptxoperationspcvita
This presentation will help you understand the power of Microsoft 365. However, we have mentioned every productivity app included in Office 365. Additionally, we have suggested the migration situation related to Office 365 and how we can help you.
You can also read: https://www.systoolsgroup.com/updates/office-365-tenant-to-tenant-migration-step-by-step-complete-guide/
Northern Engraving | Nameplate Manufacturing Process - 2024Northern Engraving
Manufacturing custom quality metal nameplates and badges involves several standard operations. Processes include sheet prep, lithography, screening, coating, punch press and inspection. All decoration is completed in the flat sheet with adhesive and tooling operations following. The possibilities for creating unique durable nameplates are endless. How will you create your brand identity? We can help!
Monitoring and Managing Anomaly Detection on OpenShift.pdfTosin Akinosho
Monitoring and Managing Anomaly Detection on OpenShift
Overview
Dive into the world of anomaly detection on edge devices with our comprehensive hands-on tutorial. This SlideShare presentation will guide you through the entire process, from data collection and model training to edge deployment and real-time monitoring. Perfect for those looking to implement robust anomaly detection systems on resource-constrained IoT/edge devices.
Key Topics Covered
1. Introduction to Anomaly Detection
- Understand the fundamentals of anomaly detection and its importance in identifying unusual behavior or failures in systems.
2. Understanding Edge (IoT)
- Learn about edge computing and IoT, and how they enable real-time data processing and decision-making at the source.
3. What is ArgoCD?
- Discover ArgoCD, a declarative, GitOps continuous delivery tool for Kubernetes, and its role in deploying applications on edge devices.
4. Deployment Using ArgoCD for Edge Devices
- Step-by-step guide on deploying anomaly detection models on edge devices using ArgoCD.
5. Introduction to Apache Kafka and S3
- Explore Apache Kafka for real-time data streaming and Amazon S3 for scalable storage solutions.
6. Viewing Kafka Messages in the Data Lake
- Learn how to view and analyze Kafka messages stored in a data lake for better insights.
7. What is Prometheus?
- Get to know Prometheus, an open-source monitoring and alerting toolkit, and its application in monitoring edge devices.
8. Monitoring Application Metrics with Prometheus
- Detailed instructions on setting up Prometheus to monitor the performance and health of your anomaly detection system.
9. What is Camel K?
- Introduction to Camel K, a lightweight integration framework built on Apache Camel, designed for Kubernetes.
10. Configuring Camel K Integrations for Data Pipelines
- Learn how to configure Camel K for seamless data pipeline integrations in your anomaly detection workflow.
11. What is a Jupyter Notebook?
- Overview of Jupyter Notebooks, an open-source web application for creating and sharing documents with live code, equations, visualizations, and narrative text.
12. Jupyter Notebooks with Code Examples
- Hands-on examples and code snippets in Jupyter Notebooks to help you implement and test anomaly detection models.
5th LF Energy Power Grid Model Meet-up SlidesDanBrown980551
5th Power Grid Model Meet-up
It is with great pleasure that we extend to you an invitation to the 5th Power Grid Model Meet-up, scheduled for 6th June 2024. This event will adopt a hybrid format, allowing participants to join us either through an online Mircosoft Teams session or in person at TU/e located at Den Dolech 2, Eindhoven, Netherlands. The meet-up will be hosted by Eindhoven University of Technology (TU/e), a research university specializing in engineering science & technology.
Power Grid Model
The global energy transition is placing new and unprecedented demands on Distribution System Operators (DSOs). Alongside upgrades to grid capacity, processes such as digitization, capacity optimization, and congestion management are becoming vital for delivering reliable services.
Power Grid Model is an open source project from Linux Foundation Energy and provides a calculation engine that is increasingly essential for DSOs. It offers a standards-based foundation enabling real-time power systems analysis, simulations of electrical power grids, and sophisticated what-if analysis. In addition, it enables in-depth studies and analysis of the electrical power grid’s behavior and performance. This comprehensive model incorporates essential factors such as power generation capacity, electrical losses, voltage levels, power flows, and system stability.
Power Grid Model is currently being applied in a wide variety of use cases, including grid planning, expansion, reliability, and congestion studies. It can also help in analyzing the impact of renewable energy integration, assessing the effects of disturbances or faults, and developing strategies for grid control and optimization.
What to expect
For the upcoming meetup we are organizing, we have an exciting lineup of activities planned:
-Insightful presentations covering two practical applications of the Power Grid Model.
-An update on the latest advancements in Power Grid -Model technology during the first and second quarters of 2024.
-An interactive brainstorming session to discuss and propose new feature requests.
-An opportunity to connect with fellow Power Grid Model enthusiasts and users.
Conversational agents, or chatbots, are increasingly used to access all sorts of services using natural language. While open-domain chatbots - like ChatGPT - can converse on any topic, task-oriented chatbots - the focus of this paper - are designed for specific tasks, like booking a flight, obtaining customer support, or setting an appointment. Like any other software, task-oriented chatbots need to be properly tested, usually by defining and executing test scenarios (i.e., sequences of user-chatbot interactions). However, there is currently a lack of methods to quantify the completeness and strength of such test scenarios, which can lead to low-quality tests, and hence to buggy chatbots.
To fill this gap, we propose adapting mutation testing (MuT) for task-oriented chatbots. To this end, we introduce a set of mutation operators that emulate faults in chatbot designs, an architecture that enables MuT on chatbots built using heterogeneous technologies, and a practical realisation as an Eclipse plugin. Moreover, we evaluate the applicability, effectiveness and efficiency of our approach on open-source chatbots, with promising results.
"Scaling RAG Applications to serve millions of users", Kevin GoedeckeFwdays
How we managed to grow and scale a RAG application from zero to thousands of users in 7 months. Lessons from technical challenges around managing high load for LLMs, RAGs and Vector databases.
Main news related to the CCS TSI 2023 (2023/1695)Jakub Marek
An English 🇬🇧 translation of a presentation to the speech I gave about the main changes brought by CCS TSI 2023 at the biggest Czech conference on Communications and signalling systems on Railways, which was held in Clarion Hotel Olomouc from 7th to 9th November 2023 (konferenceszt.cz). Attended by around 500 participants and 200 on-line followers.
The original Czech 🇨🇿 version of the presentation can be found here: https://www.slideshare.net/slideshow/hlavni-novinky-souvisejici-s-ccs-tsi-2023-2023-1695/269688092 .
The videorecording (in Czech) from the presentation is available here: https://youtu.be/WzjJWm4IyPk?si=SImb06tuXGb30BEH .
[OReilly Superstream] Occupy the Space: A grassroots guide to engineering (an...Jason Yip
The typical problem in product engineering is not bad strategy, so much as “no strategy”. This leads to confusion, lack of motivation, and incoherent action. The next time you look for a strategy and find an empty space, instead of waiting for it to be filled, I will show you how to fill it in yourself. If you’re wrong, it forces a correction. If you’re right, it helps create focus. I’ll share how I’ve approached this in the past, both what works and lessons for what didn’t work so well.
For the full video of this presentation, please visit: https://www.edge-ai-vision.com/2024/06/temporal-event-neural-networks-a-more-efficient-alternative-to-the-transformer-a-presentation-from-brainchip/
Chris Jones, Director of Product Management at BrainChip , presents the “Temporal Event Neural Networks: A More Efficient Alternative to the Transformer” tutorial at the May 2024 Embedded Vision Summit.
The expansion of AI services necessitates enhanced computational capabilities on edge devices. Temporal Event Neural Networks (TENNs), developed by BrainChip, represent a novel and highly efficient state-space network. TENNs demonstrate exceptional proficiency in handling multi-dimensional streaming data, facilitating advancements in object detection, action recognition, speech enhancement and language model/sequence generation. Through the utilization of polynomial-based continuous convolutions, TENNs streamline models, expedite training processes and significantly diminish memory requirements, achieving notable reductions of up to 50x in parameters and 5,000x in energy consumption compared to prevailing methodologies like transformers.
Integration with BrainChip’s Akida neuromorphic hardware IP further enhances TENNs’ capabilities, enabling the realization of highly capable, portable and passively cooled edge devices. This presentation delves into the technical innovations underlying TENNs, presents real-world benchmarks, and elucidates how this cutting-edge approach is positioned to revolutionize edge AI across diverse applications.
Dandelion Hashtable: beyond billion requests per second on a commodity serverAntonios Katsarakis
This slide deck presents DLHT, a concurrent in-memory hashtable. Despite efforts to optimize hashtables, that go as far as sacrificing core functionality, state-of-the-art designs still incur multiple memory accesses per request and block request processing in three cases. First, most hashtables block while waiting for data to be retrieved from memory. Second, open-addressing designs, which represent the current state-of-the-art, either cannot free index slots on deletes or must block all requests to do so. Third, index resizes block every request until all objects are copied to the new index. Defying folklore wisdom, DLHT forgoes open-addressing and adopts a fully-featured and memory-aware closed-addressing design based on bounded cache-line-chaining. This design offers lock-free index operations and deletes that free slots instantly, (2) completes most requests with a single memory access, (3) utilizes software prefetching to hide memory latencies, and (4) employs a novel non-blocking and parallel resizing. In a commodity server and a memory-resident workload, DLHT surpasses 1.6B requests per second and provides 3.5x (12x) the throughput of the state-of-the-art closed-addressing (open-addressing) resizable hashtable on Gets (Deletes).
How information systems are built or acquired puts information, which is what they should be about, in a secondary place. Our language adapted accordingly, and we no longer talk about information systems but applications. Applications evolved in a way to break data into diverse fragments, tightly coupled with applications and expensive to integrate. The result is technical debt, which is re-paid by taking even bigger "loans", resulting in an ever-increasing technical debt. Software engineering and procurement practices work in sync with market forces to maintain this trend. This talk demonstrates how natural this situation is. The question is: can something be done to reverse the trend?
Discover top-tier mobile app development services, offering innovative solutions for iOS and Android. Enhance your business with custom, user-friendly mobile applications.
Connector Corner: Seamlessly power UiPath Apps, GenAI with prebuilt connectorsDianaGray10
Join us to learn how UiPath Apps can directly and easily interact with prebuilt connectors via Integration Service--including Salesforce, ServiceNow, Open GenAI, and more.
The best part is you can achieve this without building a custom workflow! Say goodbye to the hassle of using separate automations to call APIs. By seamlessly integrating within App Studio, you can now easily streamline your workflow, while gaining direct access to our Connector Catalog of popular applications.
We’ll discuss and demo the benefits of UiPath Apps and connectors including:
Creating a compelling user experience for any software, without the limitations of APIs.
Accelerating the app creation process, saving time and effort
Enjoying high-performance CRUD (create, read, update, delete) operations, for
seamless data management.
Speakers:
Russell Alfeche, Technology Leader, RPA at qBotic and UiPath MVP
Charlie Greenberg, host
High performance Serverless Java on AWS- GoTo Amsterdam 2024Vadym Kazulkin
Java is for many years one of the most popular programming languages, but it used to have hard times in the Serverless community. Java is known for its high cold start times and high memory footprint, comparing to other programming languages like Node.js and Python. In this talk I'll look at the general best practices and techniques we can use to decrease memory consumption, cold start times for Java Serverless development on AWS including GraalVM (Native Image) and AWS own offering SnapStart based on Firecracker microVM snapshot and restore and CRaC (Coordinated Restore at Checkpoint) runtime hooks. I'll also provide a lot of benchmarking on Lambda functions trying out various deployment package sizes, Lambda memory settings, Java compilation options and HTTP (a)synchronous clients and measure their impact on cold and warm start times.
AppSec PNW: Android and iOS Application Security with MobSFAjin Abraham
Mobile Security Framework - MobSF is a free and open source automated mobile application security testing environment designed to help security engineers, researchers, developers, and penetration testers to identify security vulnerabilities, malicious behaviours and privacy concerns in mobile applications using static and dynamic analysis. It supports all the popular mobile application binaries and source code formats built for Android and iOS devices. In addition to automated security assessment, it also offers an interactive testing environment to build and execute scenario based test/fuzz cases against the application.
This talk covers:
Using MobSF for static analysis of mobile applications.
Interactive dynamic security assessment of Android and iOS applications.
Solving Mobile app CTF challenges.
Reverse engineering and runtime analysis of Mobile malware.
How to shift left and integrate MobSF/mobsfscan SAST and DAST in your build pipeline.
AppSec PNW: Android and iOS Application Security with MobSF
Loyalty Management Solutions
1. Customer Care for High Value Customers:
Key Strategies
Srinivasan S.T. and Krishnan K.C.
Abstract
Communication Service Providers (CSPs) have started investing in emerging
technologies as a result of commoditization of their basic service offerings.
In order to stay ahead of competition they have been compelled to offer new
products and services. Maintaining profitability and ensuring high Return on
Investment remain a key priority for CSPs.
Through CRM applications, CSPs can ensure high customer retention and
enable up-selling as well as cross-selling existing high value customers.
This white paper proposes some strategies to identify and target high
value customers with new service offerings/ promotions/ discounts/ loyalty
programs.
For more information, Contact askus@infosys.com
Aug 2010
2. Communications Service Providers (CSPs) have realized that the commoditization of basic service offerings demands
investments in emerging technologies to sustain growth in a deregulated environment. In addition, they must constantly
roll out a wide range of new services to stay ahead of competitors. It involves substantial Capital Expenditure (CAPEX)
in infrastructure to support the diverse portfolio of services, and deployment of new business processes that increase
Operational Expenditure (OPEX).
Maintaining profitability, ensuring high Return on Investment (ROI) and effective management of stakeholder expectations
assume significance during an economic downturn. Besides, the credit crunch necessitates a prudent approach to CAPEX.
Significantly, the curb on discretionary spend by customers affects the plans of CSPs’ sales and marketing teams to launch
new services and value-added services.
The cost of acquiring a new customer is several times more than retaining an existing customer1. Service providers
must devise strategies to increase the value of existing customers and explore ways to enhance the value proposition of
commoditized services. The focus of marketing strategies must shift from products to customers by rolling out new services
for expanding the customer base.
The customer care organizations of CSPs must focus on ensuring customer loyalty, reducing churn and increasing customer
value. Studies indicate that 70% of service provider revenues accrue from 30% of customers2. Service providers can ascertain
customer profitability by assessing the cost of acquisition, cost to serve, and the value of retention.
The customer care processes of CSPs must enable preferential treatment to high and medium value customers. Our white
paper focuses on strategies that help CSPs -
• Identify high value customers
• Attract and retain high value customers
• Enhance the lifetime value and profitability of customers
• Improve the value proposition through up-selling and cross-selling
• Manage customer contact proactively
Identify High Value Customers
High value customers can be identified by assessing their Lifetime Value (LTV), which is based on the period of the
relationship with customers, the value of purchases and the frequency of purchase. LTV is also influenced by factors such as
retention cost, the cost to serve and discounts. It is a key marketing metric that indicates the profitability of each customer
and is a crucial input for customer care and marketing strategies. LTV-based segmentation of the customer base helps service
providers differentiate between high value, mid value and low value customers.
1
http://en.wikipedia.org/wiki/Relationship_marketing
2
http://www.billingworld.com
Service providers can model customer LTV with data from CRM systems, contact information, and data on billing and
network usage. The data can be fed into a policy management system to formulate customer care and marketing strategies.
Customer care strategies for high value customers must focus on increasing their lifetime value and enhancing the customer
experience.
2 | Infosys – White Paper
3. Figure 1: Strategies to enhance the lifetime value of customers
Focusing on High Value Customers
CSPs must develop rich customer insight to identify customers who are likely to respond to offers and those who may
defect to competing brands. Predictive analytics provide a vital input by assessing the appropriateness of targeted offers. For
example, assessment of a customer’s current and potential value helps in flagging special considerations such as waiver of fee.
CSPs can better interact with customers by capitalizing on available customer information. However, the interaction must be
across multiple channels and in an interactive environment to enable a unique customer experience.
Modern marketing systems facilitate and encourage customers to provide real-time data, which, in turn, helps CSPs formulate
appropriate cross-sell offers for customers. CSPs can learn and improve services continuously by integrating an efficient
feedback mechanism into the system.
Infosys – White Paper | 3
4. Figure 2: Identifying high value customers
Improve Customer Lifetime Value and Profitability
Loyalty management strategies
Loyalty programs are powerful tools to reward long-term customers who have subscribed to high value services. To be
effective, loyalty management systems must interact with fulfillment, billing, collection, data warehousing, and customer
contact management systems. Points-based or discount-based rewards and redemption schemes consider the volume of
purchase, frequency of purchase and the contract period to drive retention.
Figure 3: Loyalty management system for high value customers
4 | Infosys – White Paper
5. High Value and Value-added Services
A majority of telecom customers prefer to receive more than one service from a single service provider, if priced competitively.
For service providers, subscription to more than one service significantly reduces the risk of customer churn and provides
opportunities to up-sell and cross-sell value-added services.
For high value customers who have subscribed to more than one service, CSPs must provide call center representatives
with real-time access to customer profile, demographics, preferences and buying habits, and usage patterns. Based on
this information, the representatives can use appropriate sales scripts to probe customers’ requirements and propensity
to subscribe to value-added services. Real-time decision engines can be set up to analyze the data to cross-sell or up-sell
products.
Bundled marketing programs that integrate individual services and channelize marketing and sales effort towards high value
customers will accelerate up-selling of high value services and value-added services. Careful planning enables CSPs to provide
high value customers with a choice of personalized bundled offerings to suit their specific needs.
CSPs must design bundles that enhance the value of subscribed services to ensure success of up-sell and cross-sell efforts.
For instance, a customer with a premium broadband data plan is more likely to accept a data bundle that provides Internet
security protection and free online games.
Churn Management and Retention Strategies
Promotions, discounts and rewards strategies
CSPs can minimize churn by providing high value customers with discounts or rebates when their usage crosses pre-defined
threshold limits. The rebates can be notified through marketing messages in bills and promotional artifacts.
It is well known that loyal customers contribute to the customer base by means of new referrals and word of mouth.
Promoting referral schemes that provide high value customers with rebate checks or discount coupons for referring new
customers is a cost-effective practice.
Winning back lost customers is an integral part of successful customer care strategies. Early warning systems that detect signs
of customer dissatisfaction can be integrated with customer care systems to flag customers who are likely to defect in the near
future. In the case of customers who eventually defect, the customer care system must capture the reason for the defection
Figure 4: A holistic churn management system
Infosys – White Paper | 5
6. and collate churn-related data from all customer touch points.
Data mining tools help identify churn among high value customers and analyze the reasons for churn. Based on the analysis,
renewed offers can be made by proactively interacting with customers to win them back.
Proactive customer contact management
Real-time CRM analytic tools are useful in profiling customers who establish first contact through call centers, self-service
portals, kiosks, etc. Techniques such as Computer Telephony Integration (CTI) fetch crucial customer information from CRM
systems based on the Caller ID.
CRM analytical tools that mine customer segmentation data maintained by the CSP help categorize ‘Platinum, Gold and
Bronze’ customers for preferred services. High value customers should ideally be moved to the beginning of the call center
wait queue, and the call routing system must connect such preferred customers with an appropriate call center representative
promptly. It is possible by mapping customer profiles with call center teams in real-time.
Customer care processes can be fine-tuned to ensure that interactions with high value customers result in a superior customer
experience and delighted customers. Improved customer experience delivers significant downstream benefits, which
eventually enhance the customer lifetime value and increase the profitability of customers.
CSPs realize significant benefits by closely monitoring contracts with high value customers. Contracts nearing expiry can be
renewed proactively with and they can be offered new services or enhanced bundled offerings. A viable alternative is to place
outbound marketing calls to high value customers, extending new services and bundled offerings that match their interests.
It is imperative for CSPs to engage high value customers. Customers can be warned of anticipated service disruption, while
being directed to suitable service alternatives, wherever possible. In addition, analysis of customer usage patterns unearth
periods of non-use, typically due to vacations. Services to such customers can be suspended proactively and restored at a pre-
determined date or on-demand.
Customer Relationship Officer
To delight high value customers with personalized attention, CSPs need dedicated, highly trained and experienced call
center personnel. The focus of the team must be on addressing grievances, resolving complaints and promoting new service
offerings. Besides improving customer satisfaction, personalized attention delivers collateral benefits.
Superior Customer Experience and Value Proposition
Customer Experience Management (CEM) strategies are crucial to improve customer satisfaction and can be a strategic
differentiator. CSPs can deploy systems that collate data from multiple customer touch points and correlate them to extract
CEM Key Performance Indicators (KPIs) that drive customer satisfaction.
Systems to compute CEM KPI metrics must interface with customer care applications and self-service applications. It helps
CSPs ascertain and communicate to customers:
• Potential service disruptions and estimated time for restoration of service
• Estimated time to complete a new service installation
• A 360-degree view of customer order status
CSPs must implement a rules engine that encompasses CEM KPIs and metrics related to network and service assurance.
These metrics can be combined with CRM data to indicate the value of a customer. A robust policy management system can
proactively notify customer care applications about service disruptions and also provide billing adjustments when a Service
Level Agreement (SLA) metric is violated.
Flexibility of service improves the customer experience. High value customers must be provided with a self-service portal to
access billing data, pay bills, order new services, track service fulfillment status, etc.
A majority of high value customers subscribe to bundled services and more than one high value service. Customers who
subscribe to bundled services and multiple services must be offered a bill for all subscribed services irrespective of the service
delivery infrastructure at the service provider’s end.
6 | Infosys – White Paper
7. Figure 5: Decision support system for CSPs
Making the Shift
It is imperative for CSPs to align their ‘application/ technology stack’ with the overall shift in the telecommunications
industry, especially with respect to Customer Relationship Management, as shown in Figure 6. It demands adapting their
applications, both in terms of scale and complexity, to address the additional dimensions that arise from the changing
dynamics of customer management.
Integrated application stacks, such as customer value management system and loyalty management system, provide a single-
stop solution to manage the changing landscape.
Figure 6: The evolving application/ technology stack
Infosys – White Paper | 7
8. Conclusion
The playing field is leveled with the blurring of pure telecom players, cable companies and content providers. Due to fierce
competition, service providers are under constant pressure to differentiate their services for increased share of market and
wallet.
Enhanced customer care, particularly for high value customers, can be a key differentiator. CRM analytics, predictive analysis
tools and decision engines can be leveraged for sales proposals, promotion offerings, campaign management strategies,
service assurance levels, and contact management strategies etc. Effective customer care strategies help CSPs retain high value
customers.
About the Authors
Srinivasan S.T. is a Project Manager with Infosys’ Communication, Media and Entertainment business unit. He has around
9 years of IT experience primarily in the area of OSS/BSS applications with large telecom service providers on various
technology platforms. Currently, his focus area is developing IPTV based solutions for Communication Service Providers. He
can be reached at st_srinivasan@infosys.com
Krishnan K.C is a Senior Project Manager with Infosys’ Communication, Media and Entertainment business unit. He
has around 11 years of IT experience. Krishnan has managed several large projects on Data Warehousing and OSS/BSS
applications with various technology platforms for North American Communication Service Providers. He can be reached at
Krishnan_kc@infosys.com