Smarter Analytics

Know your customers and prospects

IBM Smarter Analytics provides a universal view of each customer to help you grow your customer base, retain your most profitable customers, and increase satisfaction.

Customer confidence is waning in many consumer-focused industries. Customers want more control over their personal information, but they also expect more personalized, high-value products and services. And they don’t hesitate sharing their opinions of organizations and brands through a variety of social media channels. According to the 2011 IBM Global CMO Study, the number one priority for chief marketing officers (CMOs) is to enhance customer loyalty. To achieve this goal, organizations need deeper customer analysis, which leads to better customer insight.

• IBM Big Data: Transforming email marketing effectiveness for Constant Contact (00:03:15)

• TDWI report: Customer analytics in the age of social media

• White paper: Capitalize on the power of big data to transform marketing
  (989KB )

• The Forrester Wave: Customer Analytics Solutions, Q4 2012 (591KB)

• White paper:
  Social media analytics: Making customer insights actionable

• Forrester Research: Intelligence-Driven Loyalty

• IBM Institute for Business Value study: Customer analytics pay off

Understand your customers

• Analyze unstructured content trapped in various business documents.
• Track, monitor, analyze and influence customer sentiment.
• Anticipate customer needs and desires.
• Better understand customer triggers that lead to purchase decisions.

Enhance customer satisfaction and loyalty

• Intelligently route customers to the correct sales or customer service representative.
• Deliver actionable insight at the point of customer interaction.
• Make more customer-centric decisions.
• Take advantage of social and internal data to promote loyalty and advocacy.

Improve offer relevance

• Learn which products and features your customers are most likely to buy.
• Identify your best prospects.
• Target them with the right message using the right channel at the right time.

Increase customer retention

• Identify potential customer issues before they arise.
• Provide personalized and proactive customer service.
• Identify the warning signs of customer turnover.

Increase customer profitability

• Beat your competition to market with winning products.
• Focus your offers on your most profitable customers.
• Optimize your marketing return on investment (ROI).