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Global Customer Analytics Landscape 

  • February 2016
  • -
  • Frost & Sullivan
  • -
  • 47 pages

Global Customer Analytics Landscape : What Gets Measured, Gets Analyzed; What Gets Analyzed, Gets Acted Upon

In today’s fast changing environment, an organization’s competitive advantage lies in its ability to readily leverage both its internal and external data to produce value for its customer. The primary objective of most organizations is to be profitable and sustainable, and the key to achieving this is the maximizing and enhancing of its customer lifetime value via customer analytics. This deliverable explores the various dimensions of customer analytics and analyzes how it is used to maximize customer experience and with it, customer lifetime value. It also studies the customer experience analytics landscape, including the trends and drivers impacting the market, and the ecosystem of solution providers supplying various customer analytics solutions to the market.

Key Findings

The extent of business growth is determined by the ability to which an organization can unlock the value of its data, collate insights, and gain a competitive edge

With the growing customer data from various touchpoints, the report emphasizes on the need and dimensions of customer analytics and elaborates on the key areas of consumer lifecycle that are impacted by it.

The report analyzes the market and trends in customer experience management that are emerging as a result of the need to extract insights from the data. It also indicates the key market drivers and restraints to the growth of customer analytics.

It also addresses the capabilities of various customer analytics providers and highlights the importance of customer experience management (CEM) through use cases.

The report concludes with the identification of the potential areas of growth and adoption of customer analytics.

Executive Summary—CEO’s Perspective

Customer understanding will be the key to ensuring effective implementation of all strategies.

There is a need to create a customercentric business culture for expanding the scope of customer experience.

Integration of information from various touchpoints is increasingly becoming more important.

There is a need to build capabilities to understand the highly empowered and connected customers.

Customer analytics will enhance customer targeting, segmentation, and experience management.

Table Of Contents

Global Customer Analytics Landscape 

Executive Summary
1 Key Findings
2 Executive Summary—CEO's Perspective


1 Customer Analytics Definition
2 Dimensions of Customer Analytics
3 Customer Lifecycle
4 Need to Maximize Customer Lifecycle Value


Customer Experience Management (CEM) Landscape
1 Market Analysis
2 Trend Analysis
3 Market Dynamics—Drivers
4 Drivers Explained
5 Market Dynamics—Restraints
6 Restraints Explained
7 Vendors and Solutions
8 Vendors and Solutions
9 Customer Analytics Framework
10 Ecosystem—Customer Analytics Providers
11 Integrated CEM Vendors
12 Major Customer Analytics Providers—Salesforcecom
13 Major Customer Analytics Providers—SAP
14 Major Customer Analytics Providers—Oracle
15 Major Customer Analytics Providers—Microsoft
16 Niche Vendors—Text Analytics
17 Niche Vendors—Speech Analytics
18 Niche Vendors—Social Media Analytics
19 Niche Vendors—Web Analytics


Use Cases
1 Use Cases—Text Analytics
2 Use Cases—Speech Analytics
3 Use Cases—Social Media Analytics
4 Use Cases—Web Analytics


1 Conclusion
2 The Last Word—4 Big Predictions
3 Legal Disclaimer


The Frost and Sullivan Story
1 The Frost and Sullivan Story
2 Value Proposition—Future of Your Company and Career
3 Global Perspective
4 Industry Convergence
5 360º Research Perspective
6 Implementation Excellence
7 Our Blue Ocean Strategy

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