Customer Intelligence

The Challenge

For years, companies of all sizes in every industry have searched for ways to discover the truth about their customers. But more often than not, businesses face uncertainties about even simple truths—such as how many customers they really have and which ones are worth keeping. In the current business environment it is key though to have a good understanding of your customer base. Who are your most valuable customers? How can you increase their value? And how to attract new customers? And all this in such a way that keeps your costs of sales and marketing within your tightened budgets.

Most companies nowadays already have made substantial investments in CRM and Business Intelligence to try and capture this information. But the efficient and automated management of customer interactions is only part of the story. Companies also need to analyze the performance of those relationships, uncover trends in customer behavior, and understand the true value of their customers to the company.

The Solution

How can you make the next step into using all the data on your customers intelligently?
There are a number of enablers to do so:

Data: Get the correct data and get the data correct
Analyze: Perform the right analysis with the right specialists
Integrate: Connect your Customer Intelligence solution with your operational systems
Transform: Embed Customer Intelligence into your key business processes

The Benefits

Understanding your customers better and tailoring the customer experience to better meet the needs of the customer and of the organization provides four key benefits:

Customers are Acquired more easily with less cost
Customers are Retained more effectively
Cross-selling and Up-selling are more effective because the customer is presented with more relevant offers.
There is a Reduction in costs because resources are channeled to where they can be most effectively used.

Why Us

Capgemini can provide all capabilities needed for a customer-focused marketing process. We work closely with premier vendors and develop Customer Intelligence solutions that meet the needs of individual clients. Our global business intelligence partners include Microsoft, SAP, IBM and Oracle, and specific Customer Intelligence partners like SAS and SPSS.

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