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You've heard it before: the new digital economy has radically changed how your company conducts business and how your customers think about you. They're evaluating not only the goods and services you offer, but also how easy and satisfying it is to do business with you. And each of your customers wants to be treated as if they were your only one.
In addition to outbound channels like direct mail and catalogs, you're now coordinating inbound, outbound and event- and behavior-based communications. This means tracking and responding to customers across all touch points, including call centers, the sale force, marketing campaigns and the Web and providing a consistent face regardless of the communication channel. You need to interact with customers in the most personalized way at the most opportune moment – to accelerate sales opportunities and salvage at-risk relationships. You need to extend existing customer relationship management (CRM) systems to deliver a level of service to customers they expect, before they go elsewhere.
SAS Interaction Management is a next-generation solution that tracks customer behavior across multiple sources, recognizes opportunities and helps you engage individual customers. Now you can view each customer's behavior over time and act on significant changes immediately – when intervention is likely to have the most impact.
With SAS Interaction Management you can:
Quickly tailor customer interactions: SAS Interaction Management creates and dynamically maintains rich profiles on every customer, even as new transactions are being processed. This means customers receive pertinent information at the moment it's likely to be most meaningful to them.
Receive early warnings of new opportunities: By combining customer behavior tracking with historical analysis, SAS Interaction Management sends early warnings triggers that can predict customer behavior before it happens. The result? You can intervene proactively to sell a new product or prevent a likely attrition early on in every customer dialog.
Set unique criteria for triggers based on time, events and behavior: Monitor patterns over time (state sequences or deviations from individual norms), transactions (single events or thresholds) or elapsed time – all from a single point of control. SAS Interaction Management can detect abnormal patterns of activity and inactivity and immediately trigger an appropriate marketing message.
Personalize dialogs with one-to-one granularity: Capture and evaluate individual behavior patterns, both past and present. Instead of sending the same communication to a broad customer segment or writing business rules for every client, you can treat customers as unique and individual "segments of one," delivering relevant messages at the moment their behavior indicates to do so.
Fuel front-office systems with intelligence. Maximize returns on CRM investments – by combining them with the widest array of analytic techniques available: collaborative filtering, predictive modeling, business rules, state-based decision making and more. With SAS Interaction Management, you can manage multichannel customer interactions in one environment that accommodates your growing needs.
SAS solutions are helping companies reduce attrition by as much as two-thirds while increasing cross-selling by 50 percent. Improve the effectiveness of your retention strategies and loyalty programs. Jump-start cross- and up-sell programs and conversion strategies. And institute channel and product optimization programs to drive down costs. SAS Interaction Management coordinates multiple personalization and decision-support methodologies to ensure the best possible response for every customer exchange.
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Industries
Activity-Based Management
