The Challenge
Enterprises are losing customers at an alarming rate. Millions spent on making multiple customer service touch-points, customer relationship strategies and customer relationship management tools and systems have failed to retain the customers.
According to Industry analysis the market reality is:
- Only 40% firms know a problem before a customer does
- Only 43% alter services based on customer profitability
- Only 42% would sell something during a service call
- Only 37% know if they share a customer with another division
- Only 20% know if a customer has visited the website
- Only 23% of telephone agents can see customers’ web activity
Customer management complexity starts within the enterprise. Same customer information resides at several locations, departments and touch-points. Each department needs customer information for different purposes. They are often provided access to disparate, obsolete, redundant and inaccurate customer records. Unfocused market campaigns, opportunities lost, poor customer services and customer loss are just some of the hazards of a non customer-centric enterprise.
Infogain Solution
Infogain’s Customer-Centric Framework is the complete transformation roadmap to become a customer aware enterprise. It provides the enterprise a singular and updated customer vision with Customer Information Management (CIM). It further provides intelligent analysis and data mining through Customer Insight (CI). The derived insight is transformed into actionable guidelines with Insight to Action (I2A). The framework helps to establish the foundation of world-class Customer Centric Enterprise.
The Customer-Centric Framework is the combination of a three-fold program.
Customer Information Management (CIM)
- Single 360-degree customer view
- Data Quality & Refinement
- Customer ID & Classification
- Rich Customer Information
Customer Insight (CI)
- Customer Intelligence
- Customer Value
- Customer Profitability
- Product Profitability
Insight to Action (I2A)
- Product Development
- Marketing, segmentation
- Sales and Support
- Relationship Strategies
- Business Strategy, BPM
Business Benefits
Revenue Enhancement
- Increase revenues and profitability
- Enables better understanding of customer value and behavior
- Enables cross marketing and selling
- Enables better customer retention
- Enables effective 1:1 marketing
- Deliver a better customer experience
- Enables more integrated end to end processes across organizational units, channels and business partners
- Customer insight driven communication
- Maintain customer relationships throughout product ownership lifecycle
- Enables delivery of different value propositions by customer segment and by product ownership lifecycle stage
Cost Containment
- Reduce costs
- Platform for consolidation of systems and functions
- Enables process standardization
- Enables improved data quality
- Reduced manual reconciliation and wastage
- Cost effective, high ROI marketing
- Manage risk better
- Across products, channels and organizational silos
- Comply with regulations better
- Visibility to all customer interactions
- Single version of truth
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