Advanced Analytics Platform to help you with effective Customer Acquisition, Retention and Engagement

Customer Experience is the product of an interaction between an organization and a customer over the duration of their relationship. This interaction includes a customer’s attraction, awareness, discovery, cultivation, advocacy and purchase and use of a service. It is measured by the individual’s experience during all points of contact against the individual’s expectations (reference Wikipedia).

Gartner defines Customer Experience Management (CEM) as “the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy.”  By 2017, 89% of marketers expect customer experience to be their primary differentiator.

Cappius’ Customer eXperience Platform (CXP) is an Advanced Analytics Platform to help you with effective Customer Acquisition, Retention and Engagement. This helps improving customer experience, drive retention and loyalty, enable personalization, and deliver contextual marketing. CXP platform Focuses on quality Interactions with the customers, understands which services, options and price points do customers actually prefer, and exceeds customer expectations with proactive customer Engagement.

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INTERACT

Sales Pipeline Analytics – Sales forecasts and pipelines as reported by sales teams are subjective and driven by biases. This results in unpredictable revenue projections.  Our solution reduces biases by predicting likely to sales conversions and help organizations execute decisive actions for improving sales performance.

Social Network Analytics – Network Analytics helps to analyze social networks and identify relationships among customers. The solution gives marketers, greater insight into customer behavior and an enhanced understanding of the social influence that individual on others in their communities.

Propensity Analytics – Propensity Analytics helps predict the future behavior of customers based on previous actions and helps businesses understand how likely it is that a customer will behave in a given way.  Propensity is affinity measure of customers to buy a product or a service. Our Solution provides customer behavior insights from the brand/product/service perspective.

Next Best Action – Our solution aids marketing strategy driven by analytical models that capture life-events, buying behavior, social media interactions, and external events that determines which customers be approached, on which channel.

UNDERSTAND

Customer Segmentation – A segment is a group of customers who have similar behavior, demographics or preferences. Our segmentation solution works at different hierarchy levels: Generic, Vertical, Line of Business specific, Product and Service levels.

Customer Churn Analysis – Customers have many product choices/price points at their disposal.  Retaining their loyalty is critical to preserving the revenue stream. Our solution predicts attrition and help to build the personalized strategy for the Customer Retention.  We adopt a 2 step approach. Step #1 is to identify problem areas based on the industry reports, the common churn drivers will be tested with the data captured in the internal systems.  The objective is to Identify/determine “Churn Drivers“.   Step #2 is to Predict Churn – know in advance which customers are going to churn.  We will look into one year of historical data to train our data for churn.  Test it on another year to text the performance of the model that is built.  We will then validate and predict the churn in the current year.

Cohort Analysis – Most of the organizations spend money for attracting customers, expecting that the customers will spend with the organization for years.  It means organization expect to earn some profit. In this case retention is vital parameter.  Retention can be measured qualitatively by talking and checking in with your customers regularly, so you’ll know what their main questions and issues are, and when they occur. Retention can also be quantified, giving you hard data on how much money you’re losing. Typically this is done using a Cohort analysis. Cohort analysis is a subset of behavioral analytics that takes the data from a given eCommerce platform, web application, payment system, CRM or on-line game and rather than looking at all users as one unit, it breaks them into related groups for analysis.   Cohort Analysis helps understand how a group of customers’ behavior changes over time. Our solution helps understand Customer Lifecycle/Journey (length, value, and situation). This gives a better picture of evolution of subscriptions over their lifetime.

Customer Lifetime Value – Customer life time value (CLV) refers to net predicted revenue or profit associated with a customer during his entire life time. Our solution forecasts the present value of future profits obtained from customer over his or her life of relationship with the firm.

ENGAGE

Call Center Insights – Customer service call is a very important touch point for a business because a customer invests a high amount of emotional energy in the outcome.  Our solution gets actionable insights from customer interactions in a Service Center. It includes both speech analytics and chat analytics.   For speech Analytics – Our solution captures the voice stream by applying various text and audio processing techniques, understand the sentiments as well as mood of the conversation for a customer service call. This is accomplished real-time and continuously monitored and tracked; which allows the service center the ability to provide superior customer engagement, handle situations at the right time to mitigate attrition and escalations.   For Chat Analytics – we provide analytics for “Parts of Speech” Tagging, Choice of Words Frequency, Sentiment Analysis and recognizing speech patterns of associates.

Recommendation System – Our platform helps an organization personalize and interact with the customer utilizing the most relevant recommendations to each individual customer.

Cross-sell and Up-sell – Opportunity to sell products or services to customers and increasing the wallet share is the best strategy to increase revenues for a Business. Our solution identifies opportunities to increase marketing effectiveness and to improve cross-sell and up-sell by making the right offer to the customer.

 

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Cappius CXP (Customer eXperience Platform) helps you,

  • with effective Customer Acquisition, Retention and Engagement
  • to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy