Increase Customer Retention and Revenue with a True 360 Degree View of Your Customers

Virtually all companies recognize the vital importance of keeping and expanding relations with existing customers. However, visionary organizations understand that this mission requires a true 360 degree view of the customer that makes every piece of relevant knowledge easily accessible and actionable.

This complete and holistic view yields compelling benefits: organizations significantly improve customer service, boosting loyalty and reducing churn, while increasing revenue per customer. So what stands in the way of companies achieving this compete 360 degree view?

Problem

Despite the overwhelming benefits, few organizations achieve a 360 degree view of the customer – and run the risk of falling behind to more aggressive competitors.

A key issue is that some organizations and vendors still think a complete view of the customer consists of integrating CRM and other customer databases – but the resulting data centric view, consisting of a customer's past transactions, falls well short of what is necessary and achievable.

A true 360 degree view that enables superior levels of customer retention and revenue must not only include transactional data, but also feelings, concerns, likes and dislikes, expressed in customer communications made directly with the company as well as online.

To achieve this, analysis of many other information sources must also be included: email, chat logs, phone call transcripts, social media and other online resources, "Big Data" sources, data warehouses, marketing automation, documents, open-ended survey responses, call center notes and more – amounting to a potentially daunting information integration task.

Watch the following video to see how the Attivio 360 Degree View of the Customer solution can help your customer-facing employees access all of the critical information they need to sell your products more effectively.

Solution

Attivio's Active Intelligence Engine (AIE) helps organizations readily gain a true 360 degree view of their customers where other solutions have failed.

Fully complimentary to your existing CRM system and all other existing information sources, Attivio AIE goes beyond your customer databases (CRM, ERP, etc.) to freely integrate, correlate and present all customer information regardless of data type or source – structured and unstructured, internal and external – with no data modeling required. Attivio AIE also enriches all unstructured content using advanced text analytics to extract entities (names, products, etc.) and key phrases from content, including sentiment analysis to measure and analyze customer attitudes, opinions, satisfaction levels and more.

All unified customer information is easily accessed and explored through role-based 360 views, including integration with leading business intelligence dashboard tools to analyze all aspects of customer data, customer sentiment, etc. by customer demographic, region, level of business, etc.

New customer information sources can easily be added to Attivio AIE, ensuring a real-time 360 degree view of your customers, at a fraction of the cost and complexity of other solutions.

Attivio Impact

Attivio AIE removes the major technical barrier to achieving a 360 degree view of your customers by integrating and correlating all relevant data and content without restriction.

The resulting true 360 degree view of the customer enables a new customer centric level of business success:

• Customer service excellence that fosters loyalty and reduces churn. Even a 5% reduction to churn can increase profitability by at least 25%
• Effectively targeted sales and marketing campaigns leading to increased revenue per customer
• Proactive account management that cultivates customer relationships and expanded potential business - "share of wallet" (Forrester has reported that customer experience leaders realize 14% higher revenues)