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.
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 LandscapeÂ 1 EXECUTIVE SUMMARY
Overview 1 Customer Analytics Definition 2 Dimensions of Customer Analytics 3 Customer Lifecycle 4 Need to Maximize Customer Lifecycle Value
3 CUSTOMER EXPERIENCE MANAGEMENT (CEM) LANDSCAPE
Customer Experience Management (CEM) Landscape 1 Market Analysis 2 Trend Analysis 3 Market DynamicsâDrivers 4 Drivers Explained 5 Market DynamicsâRestraints 6 Restraints Explained 7 Vendors and Solutions 8 Vendors and Solutions 9 Customer Analytics Framework 10 EcosystemâCustomer Analytics Providers 11 Integrated CEM Vendors 12 Major Customer Analytics ProvidersâSalesforcecom 13 Major Customer Analytics ProvidersâSAP 14 Major Customer Analytics ProvidersâOracle 15 Major Customer Analytics ProvidersâMicrosoft 16 Niche VendorsâText Analytics 17 Niche VendorsâSpeech Analytics 18 Niche VendorsâSocial Media Analytics 19 Niche VendorsâWeb Analytics
4 USE CASES
Use Cases 1 Use CasesâText Analytics 2 Use CasesâSpeech Analytics 3 Use CasesâSocial Media Analytics 4 Use CasesâWeb Analytics
Takeaways 1 Conclusion 2 The Last Wordâ4 Big Predictions 3 Legal Disclaimer
6 THE FROST and SULLIVAN STORY
The Frost and Sullivan Story 1 The Frost and Sullivan Story 2 Value PropositionâFuture of Your Company and Career 3 Global Perspective 4 Industry Convergence 5 360Âº Research Perspective 6 Implementation Excellence 7 Our Blue Ocean Strategy