Big Data & Analytics

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Acquire, grow and retain customers

The relationship between a company and its customers begins well before the first sale. Organizations need to engage potential customers when they’re still researching their options, and prove that they can provide the personalized 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 organization and beyond—to make smarter predictions about their needs and behaviors. By understanding your customers better, you can provide the level of service that will increase retention and turn customers into advocates.

Image: IBM Big Data & Analytics - Customers

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Know your customers

Anticipating customer desires and creating personalized 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.

Maximize every customer interaction

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. Analyze data from every business function to ensure that you get the right offer into the right hands at the right time.

Start with the right strategies in place

In today’s interconnected world, customers expect to interact with your organization through multiple channels. To create customer advocacy, you need to choose the right strategies that optimize all customer interactions across all channels and maximize value.

Improve interactions, build long-term relationships and realize value from customer sentiment.

Image: Big Data & Analytics - Customers - Personalization
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.

Image: Big Data & Analytics - Customers - Profitability
Improve a customer’s lifetime value through advanced association methods that optimize marketing resources and deliver targeted up-sell and cross-sell offers in real time.

Image: Big Data & Analytics - Customers - Retention
Improve retention and customer satisfaction by detecting anomalies in desired behavior through sentiment analysis and scoring to proactively make more attractive, tailored offers.

Image: Big Data & Analytics - Customers - Acquisition
Improve accuracy and response to marketing campaigns, reduce acquisition costs and predict lifetime value using granular micro segments based on profitable customers.