Customer Management Solution
The Customer Management Solution allows organizations to identify opportunities to drive
additional revenue, profitability, and performance from customers based on an integrated
set of analytics using financial, operational, customer satisfaction, and third party information.
Understand your customers more deeply than you have ever before by turning
disparate data from multiple sources into a single, unified, customer intelligence solution.
- Who are the most and least profitable customers and segments?
- What customers and segments are growing the fastest and slowest?
- What customers are at risk to competitors?
- What opportunities do we have to cross-sell products or services into existing customers?
- Who are our customer's competitors that we could sell to?
- What customers should we penetrate further?
- What is the real or actual cost-to-serve for each customer or segment?
- How does actual readiness-to-serve and service performance compare to customer surveys and perception?
- Where can we improve customer support effectiveness?
The solution provides a single, integrated view of customers with best practice-based
analytics including trending in customer revenue, average selling price, net price realization,
and new product / service market adoption. Metrics also include salesperson cross-selling
effectiveness, at-risk customers, customer support red flag areas, and customer product high
growth opportunities. In one place, everybody can see analytics to enable a more customercentric
approach. Additionally, customers can have insight into their performance through
web-based customer scorecards.
Empower the Sales & Marketing Team
Executive Level Dashboard - Track and monitor key customer metrics and growth initiatives to understand performance differences from plan, exceptions, and over and under performance.
Interactive What If Dashboard - Understand the bottom line impact of changes in pricing, close ratios, market share gains, operational improvements, and customer satisfaction improvements.
Ad Hoc Analyses - Tap into an integrated set of financial, operational, customer satisfaction, and 3rd-party data to ask any question to dig deeper into opportunities and threats such as emerging cross selling opportunities or root causes for customer satisfaction issues.
Multi-Dimensional Drillable Reports - Drill from the highest level down to the transaction level and across dimensions to understand customer profitability, at-risk sales opportunities, impact of operational performance on customers, and over and under performance of sales regions, sales people, and customer segments.
Formatted Push or Published Reports - Create standard reports for broad usage across the organization. Reports can be published on a fixed schedule or by exception to drive enterprise visibility.
Exception Reports and Alerts - Understand over and under performance of key metrics to gain visibility into leading indicators that can be quickly addressed, such as high growth revenue trending, declining performance scores, and customer margins outside targeted levels.
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