Products & Solutions / Customer Link Analytics

SAS® Customer Link Analytics

Incorporate consumer relationship information into profiling, segmentation and targeting

SAS Customer Link Analytics improves customer retention, cross-sell and up-sell by enabling marketers to identify social communities based on relationships between customers, measure and segment customers based on social influence, and target customers based on changes within their social communities. Users can quickly visualize social networks between customers who were previously unknown and uncover leaders, followers and other members within social communities. By incorporating such role-based variables, this solution can enhance existing segmentation models, enabling you to discover how best to target influencers.

Benefits

  • Better identify customer segments.
  • Provide more effective one-to-one marketing efforts.
  • Improve testing of advertising copy offers and communication channels.
  • Enhance demand forecasts.

Read more

Features

Read more

Screenshot

Nodes indicate the influence of individuals in a network, which can help identify customers to target for retention campaigns.


Screenshots

Benefits

  • Better identify customer segments. SAS Customer Link Analytics incorporates customer information from many sources to reveal social networks. Being able to visualize these social networks enables marketers to better understand how the networks operate and who they should target. In addition, the solution uncovers leaders, friends of leaders and friends of friends within networks and communities. These role-based variables allow further segmentation of customers and enable marketers to provide more relevant, better targeted campaigns.
  • Provide more effective one-to-one marketing efforts. The role-based variables identified in the social network allow for the creation of enhanced customer segmentation and targeting. Incorporating these into existing segmentation models provides more relevant campaigns precisely when they will be the most effective with customers based on changes in network behavior. In addition, understanding who your most influential customers are provides a more complete view of a customer's lifetime value.
  • Improve testing of advertising copy offers and communication channels. Using SAS Customer Link Analytics, marketers can understand the relative effectiveness of communications within different networks, enabling the creation of more relevant marketing messages.
  • Enhance demand forecasts. This solution enables you to quantify the influence of specific individuals in a community. An "influence score" can be used to simulate how ideas, products and services spread throughout a community. Using social network variables in conjunction with past transactions lets you test campaigns for enhanced forecasting.

Features

Embedded analytics
  • Improved access to a full library of SAS procedures.
  • Optimized algorithms and network flow procedures.
  • Ability to incorporate both static (i.e., demographics) and transactional data.
  • Integrated reporting and advanced analytics.
Network visualization, dashboards and reports
  • Intuitive interface designed for marketers.
  • Ability to search for social networks using community variables (sizes, traffic, etc.) and/or member variables (roles, carriers, scores, etc.).
  • Node-level and community-level metrics.
  • Fully customizable network visualization tools that enable you to use new rules to augment social networks and how they are displayed.
Customer segmentation and mining
  • Ability to define social roles and scoring to enhance segmentation.
  • Predictive analytics that incorporate historical data to highlight and optimize marketing
    messages for social networks.
  • Identification of at-risk or recently churned customers to calculate potential revenue effects and determine courses of action.
Integration with SAS Marketing Automation is enabled for campaign management
  • Customer segmentation, profiling and testing tools that enable marketers to target influencers within social networks.
  • Campaign planning, execution and management features help deliver marketing messages to the right social networks at the right time.
  • Campaign measurement and analyses track the effectiveness of marketing campaigns across mail, e-mail and mobile channels.
Can be easily integration with SAS Marketing Optimization for contact policy optimization
  • Ability to optimize cross-channel and cross-media efforts by testing response rates.
  • Ability to optimize customer contact strategies by modifying weights.
Integration with SAS for Marketing Performance Management to measure customer profitability and marketing metrics
  • Marketing budget allocation and financial planning tools for applying new social marketing techniques toward marketing investment allocation decisions (e.g., portfolio analysis, etc.).
  • Customer profitability analysis based on activity-based costing.
  • Marketing scorecards and key performance indicators enable you to overlay marketing expenses in the context of lower costs while showing connections between investments and ROI.
  • Marketing strategy maps provide visual graphics of key marketing performance metrics to enable planners to exploit cross-media and cross-channel effects.
World-class advanced analytics support
  • The SAS Advanced Analytics Lab provides expertise in marketing analytics and market research with team members who have advanced degrees in mathematics and statistics and years of industry experience.
  • Access to approved patents in technical areas, such as decision tree methods, econometric methods for campaign effectiveness assessment, hybrid neural network generation systems and ETL session building.
Award-winning customer support
  • 24/7, award-winning SAS technical support.
  • Enterprise hosting within a secure IT environment.
  • Standard, Web-accessible training.
  • Software upgrades implemented by SAS Solutions OnDemand team.

Screenshots

Screenshot
Nodes indicate the influence of individuals in a network, which can help identify customers to target for retention campaigns.

In this example, a telecommunications company believes that churn is spreading across family and friends’ groups. They want to target the influencers (red nodes) in these groups for retention campaigns using their social networks. By retaining the influencers, the company would minimize churn in their surrounding neighborhoods. (Yellow nodes indicate followers. Green nodes indicate marginal connections.)

View Screenshot

Screenshot
Drill into detail on any node to gain more insight concerning network relationship activity.

View Screenshot

Screenshot
View insight in different graphical formats at the individual customer level.

View Screenshot

Screenshot
View additional information associated with social networks, such as customer interaction locations.

View Screenshot

System Requirements

SAS® server
  • Microsoft Windows (x86-32): Windows XP Professional, Windows Server 2003, Windows Vista*
  • Microsoft Windows on x64
    (EM64T/AMD64): Windows XP Professional for x64, Windows Server 2003 for x64, Windows Vista* for x64
  • Solaris on SPARC: Version 9, 10
Middle-tier servers
  • Microsoft Windows (x86-32): Windows XP Professional, Windows Server 2003, Windows Vista*
  • Microsoft Windows on x64
    (EM64T/AMD64): Windows XP Professional for x64, Windows Server 2003 for x64, Windows Vista* for x64
  • Solaris on SPARC: Version 9, 10
Client tier
  • Microsoft Windows (x86-32): Windows XP Professional, Windows Server 2003, Windows Vista*

* NOTE: Windows Vista Editions that are supported include Enterprise, Business and Ultimate

Application servers
  • JBoss
Optional software

Ready to learn more?

Call us at 1-800-727-0025 (US and Canada) or request more information.