Customer Analytics

Customer Segmentation

Effective customer segmentation processes are critical for market-leading organisations. Many companies have realised that their most valuable customer segment accounts for the overwhelming majority of total customer profitability, while many other segments not only provide very little profit, they represent a loss.

Understanding customer value segments is the first step in any customer strategy for winning profitable customers, growing those relationships, and keeping them longer.

Our SPSS Customer Segmentation solutions help companies differentiate the value of their customers more accurately using data and business expertise.

Customer Acquisition

Grow your customer base by acquiring the right type of customer. The success or failure of customer acquisition campaigns depends on precise, timely targeting that delivers valuable offers to prospects and keeps costs low.

Companies that have adopted predictive analytics realised a 10% increase in new customer opportunities over a year. Additionally, those firms that adopted predictive analytics increased their total number of customers by 11%, compared to the 8% growth of those companies not using the technology.

Our SPSS Customer Acquisition solutions automate the entire analytical process for optimised targeting, making it easy for marketers to quickly identify the high-value customer segments that are most likely to respond.

Customer Retention & Loyalty

Understand why your customers are leaving and discover which of those you want to retain. Customer attrition is a costly problem for businesses. For some companies, as little as a 5% improvement in customer retention can increase profitability by 25% to 100 %.

Our SPSS Customer Retention solutions help organisations in the following ways:

• Keep the right customers longer with real-time predictive analytics.
• Identify the customers most likely to defect before they end their relationship.
• Predict which actions will earn their loyalty.

Apply predictive analytics to discover churn patterns and develop profiles of customers who have defected, for a deeper understanding of why they left. This understanding can be used to identify strategies to keep them as satisfied customers.

Customer Lifetime Value

Up-selling and cross-selling is the art and science of introducing customers to better or complementary products to what they are currently interested in.

Who are your best customers? How can you make good customers better? Who should you try to lure away from the competition? Once you win them over, how can you secure their loyalty? These are perennial questions for most organisations.

Our SPSS Customer Lifetime Value solutions help organisation in the following ways;

• Identify the historical factors that maximised return on customer engagements in the past.
• Use that knowledge to understand why customers responded to certain messages and promotions.
• Know which customers should be the focus of new customer engagement efforts.

Marketing Optimisation

Optimise your customer interactions for the greatest mutual value.

Our SPSS Marketing Optimisation solutions enable marketers to plan marketing programs and campaigns – and closely monitor results – using skills they already have. By providing a complete, current view of your customers, and insight into customer attitudes and behaviour, Version 1’s solutions help your marketing team deliver the right message to the right customers at the right time.

Feedback Management

Personalise your relationship with each customer and increase the value of each of them.

Our SPSS Enterprise Feedback Management (EFM) solutions allow you to sustain relationships with your customers by providing them with the products and services they want, delivered in ways that match their individual preferences. This is proven through customer loyalty and increased revenue.