Customer Management

High performing companies leverage deep customer insights to drive acquisition, retention and growth

The exponential growth in data about customers, combined with advances in analytical techniques, creates an opportunity. Customer data can reveal distinct, high value customer segments with unique needs and behaviors. An in-depth understanding of each segment can help marketers reach the highest value customers through the most effective channels with the best offers. These efforts pay dividends by bringing more profitable customers to the business and increasing lifetime value.

Analytics is a key ingredient in this process: defining segments, identifying drivers of segment behavior, and determining signs of attrition risk are a few important examples. Axtria provides analytics solutions that deliver customer insights tailored to the needs of sales and marketing. Our solutions address:

  • Segment prospects based on lifetime value and long-term profitability
  • Target high-value prospects based on attributes that drive increased response rates
  • Optimize marketing-mix based on customer’s channel and media preferences
  • Manage individual campaigns by optimizing offer, message, creative and placement

  • Identify attrition risk factors and design treatments to retain profitable customers
  • Identify revenue and profitability drivers
  • Design loyalty programs to increase cumulative lifetime value
  • Monitor and manage customer engagement and advocacy
  • Optimize customer sales, service and experience across multiple channels

  • Identify product and services aligned with segment specific needs
  • Grow revenue with targeted cross-sell opportunities
  • Design cross-channel campaigns to realize growth potential

  • Identify customer metrics such as share of wallet, revenue per customer, lifetime value and net promoter scores that track business performance
  • Generate timely and insightful reports to support strategic and tactical decision making

Our solutions often include software tools to embed capabilities in your organization; these tools can work independently or integrate with your CRM and other enterprise systems. Our approach can be broad, solving simultaneously across multiple areas, or focused, addressing a specific objective, depending upon the business need:

  • Understand customer strategies and objectives
  • Benchmark performance against objectives and competition
  • Identify where analytics can add value
  • Define desired customer management end state
  • Size business opportunity
  • Prioritize solutions
  • Identify high-value data sources
  • Build prototypes
  • Identify change management
  • Develop solutions
  • Conduct user acceptance testing
  • Integrate into business workflows
  • Train users
  • Take steps to drive adoption
  • Implement executive dashboards
  • Monitor performance to ensure ongoing benefits
  • Implement refinements, recalibrate based on experience