Customer Analytics

Boost loyalty and lifetime value by understanding your customers through customer analytics

In today’s digital world, you can use customer analytics to deliver more personalized customer experiences. Unite customer data (from digital and non-digital channels) and align operations so that you can act on customer insights in real-time.

How?

  • Identify and integrate new data sources (including Big Data). Draw relationships with your data, and collaborate across segments of your business to achieve high performance.
  • Establish a robust and scalable data infrastructure to empower your teams to do more analytics.
  • Practice, Iterate, and Grow

By 2017, 50% of consumer product investments will be redirected to customer experience innovations.

-“Gartner, Inc.” 2015 Marketing Spending Survey

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Capabilities & Solutions for Customer Analytics

Map your customer journeys

Apply analytics within the context of the larger customer journey. Treat every customer interaction as part of a series of touchpoints in order to cultivate a long-standing relationship.  Map customer journeys to identify which specific pain-points within the customer experience causes customer dropoff. Inform customer experience teams to improve in a specific way.

Create Customer 360º profiles

Create profiles of individuals based on their behaviors, interests, demographic segment, and historical interactions with your brand. Integrate data points from different sources, like web data, transactional data, clickstream data, survey feedback (etc.) to understand why customers make purchase decisions, or abandon cart. Deliver an optimized omni-channel experience to customers based on their preferences.

Segment your customers

Offer personalized product and services to maximize revenue & boost customer lifetime value at the individual level.

  • Cluster customer data into groups based on shared characteristics or behaviors.
  • Identify which campaigns are relevant to target the unique needs of each segment.
  • Develop Key Performance Indicators (KPIs) for each customer segment based on their individual responses and interactions to assess campaign performance can be assessed.
  • Boost customer loyalty by consistently delivering experiences that are timely, informed and relevant.

Attribute campaigns across channels

Calculate how your promotional campaigns affect the bottom line. Measure social buzz and conversation around your brand(s) based on web data and social media. Allocate resources for digital campaigns more precisely based on effectiveness, buzz generation, and/or boosted brand equity.

Get started with Customer Analytics

Read the Checklist for Customer Experience Management Success

There are so many different ways to analyze customer data. But what kind of analysis is most effective at helping you understand customers better? How are other companies analyzing their customer data to yield the most value? What role can social media and other Big Data play to give you a clearer picture of your customers? We’ve put together a basic checklist to help you begin your journey to analytical maturity.

Learn more

Success Stories in Customer Analytics

Leveraging Customer Data for Pricing Optimization

A leading automobile insurance provider in California intiated a Big Data project that incorporated enterprise & external unstructured data together to refine its Risk Assessment Modeling & Pricing Engine for premiums. The Big Data architecture that was designed facilitated an average of 800 GB -2.4 TB at a time. Systech’s solution enabled teams to parse and expose over 250 million XML files containing over 250 variables of customer information.  Instead of processing this volume of data within a 1-2 month time window, data could now be processed as it was being captured, giving analysts the flexibility of exploring their data speedily and through self-service.

Integration for Marketing Attribution

At a global investment firm, Systech built a centralized data environment to provide dimensional views of user behaviors across marketing channels, unifying web and financial data for a variable attribution model. As a result, customer experience teams had access to their data in more detail for insight into churn, retention, and loyalty, revealing opportunities for cross-selling & up-selling.

Improving Customer Experience at the Transaction Level

A credit services provider migrated consumer services data onto one platform to enable accessbility of data to multiple teams and establish a “single source of truth”. Thanks to Systech’s implementation, platform performance improved drastically, with test queries inserting 4 billion records within 5 minutes. Execution of batch ETL jobs were reduced from 7 hours to 1 hour, freeing analysts and IT teams to work on analyzing the data in real-time.

Leverage customer data to accelerate your business

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