Enhance customer experience with Infinity Buyerlytics System
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.
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
4.
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
Notes de l'éditeur
Infinity Buyerlytics Revenue Science System™RE: Buyerlytics Market Opportunity Data & Stats While the contact center services business is growing at 3.5 to 5.5% CAGR (IDC and Frost Sullivan); sales analytics.30% of enterprises have made an investment in sales analytics and 80% expect to make new/additional investments by year end (IBM). By 2014, 40% of the campaign management market share budget will be spent on customer service, analytics, and social. Gartner Magic Quadrant May 2012 report.
Better use of the agent.Strengths include: Client Execution, Streamlined Organization, Active owners,Opportunity to leverage buyerlyticsto identify strategic clients and “sweet spots.”Questions answered by the Infinity Buyerlytics System include:How does Infinity Contact leverage multichannel customer service solutions?How does Infinity Contact target the right profiled prospects to drive exponential growth in a predictable consistent manner?How does Infinity Contact continue to evolves its position of “employer and provider of choice’ with its employees and clients?
Revenue growth 40% higher and 2x greater profits with Buyerlytics Coordinate the customer experience across all channelsUse innovative technology to actively engage and perpetually enhance assets and intelligence Measure and test everythingTo become a leader…Focus on the customer experienceRemove silos and integrate sales & service Use analytics for decision making Multichannel customer experienceTechnology is rapidly changing the ways that customers interact with their favorite brands. In order to attract and retain customers, it is now essential to provide integrated and robust multi-channel support. The proliferation of new channels also yield an unprecedented amount of data that Infinity can help your enterprise can use to predict customer preferences and problem areas.Infinity can provide your enterprise with the ability to optimize the customer experience, ensuring that the right content reaches the right person at the right time via the right channel, providing a more holistic and profitable customer experience. The channels we support in our unified communications platform include:Local & remoteVoice, IVR, digital and writtenIVR including natural language speech recognitionWeb, video calls, chat and social mediaMail and faxSMS and automated outbound messagingEmail and forumsIn-store and face-to-faceMore than an outsourcing provider, Infinity has product offerings and experienced communications experts that allow our clients to ‘cut through’ the noise created in today’s data and interaction rich environment to identify and priorities those that carry real value. By analyzing the digital environment and understanding your customers, Infinity agents are able to engage using appropriate channels and maximise the opportunities presented.Infinity can help you to understand your customer needs and behaviors through sophisticated analytics and devise customer interaction strategies that play to the strengths of today’s mix of online and traditional service channels. We measure and reengineer channel processes to deliver more effectively and deploy integrated customer experience channel interactions that are flexible, scalable, high quality and constantly improving.
Opportunities for Use of Analytics in the Sales Campaign and Customer Service Process:Segmentation AnalyticsPricing AnalyticsProfitability AnalyticsBundling AnalyticsProspecting AnalyticsChannel Optimization AnalyticsTalent Management AnalyticsSales Resources AnalyticsPredictive Selling