Acquire, grow and retain customers
The relationship between a company and its customers begins well before the first sale. Organisations need to engage potential customers when they’re still researching their options, and prove that they can provide the personalised products and services that customers want.
If you want to win customers, you need to know them as individuals. You need to harness all of the data at your disposal—from within your organisation and beyond—to make smarter predictions about their needs and behaviours. By understanding your customers better, you can provide the level of service that will increase retention and turn customers into advocates.
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Anticipating customer desires and creating personalised experiences can increase customer loyalty, advocacy and retention. To build stronger relationships, you must transform customer attitudes, opinions and trends into effective marketing strategies and business decisions.
To compete for customers who are empowered by social media, mobile devices and a wealth of information, you must enable collaborative, real-time interaction through the channels your customers use. Analyse data from every business function to ensure that you get the right offer into the right hands at the right time.
In today’s interconnected world, customers expect to interact with your organisation through multiple channels. To create customer advocacy, you need to choose the right strategies that optimise all customer interactions across all channels and maximise value.
Improve interactions, build long-term relationships and realise value from customer sentiment.
Ensure each customer interaction is unique and tailored to the buying journey by predicting the best communication method, channel, message and time of delivery for each customer.
Improve a customer’s lifetime value through advanced association methods that optimise marketing resources and deliver targeted up-sell and cross-sell offers in real time.
Improve retention and customer satisfaction by detecting anomalies in desired behaviour through sentiment analysis and scoring to proactively make more attractive, tailored offers.
Improve accuracy and response to marketing campaigns, reduce acquisition costs and predict lifetime value using granular micro segments based on profitable customers.
Featured use case: Enhanced 360 view of the customer
To assess customer sentiment and predict buying behaviours, organisations must leverage internal and external sources of
information—along with strong master data management—to gain a 360-degree view of the customer.