For several years now marketing scholars have been advocating firms to shift their thinking away from a brand-centered way of thinking - managing product portfolios, to a customer centered way of thinking - managing customer portfolios
Recent research has demonstrated quite conclusively that customer value is an excellent proxy for firm value and that companies investing in customer-centric initiatives enjoy higher financial returns
“ Bank revenues can change by $242 million.
A large bank with customer experience in the top quartile can end up with $43 million of additional purchases and $51 million of lost business avoided —resulting in an additional $94 million of revenue.
Banks in the lowest quadrant, however, can end up dropping $148 million below the norm.”
•Focus on the customer•People – strong skills in key areas•Strong message – “Actionable Insight “•Exemplar customer base (300+)•Strong references (case studies)•Recurring revenues•Revenue base in US & UK•Strong FS partner in Fiserv•Unique “coming together” of some key technologies•Ability to provide incremental approach –successful transition to applications•Innovative applications – e.g. Uplift & IO
Product• All share common focus of ‘customer’, dialog/interaction, and goal of doing the right thing for customer and organization• Unique combination: insight to action• All have strong differentiation, e.g.
• PCM – Dialog not ‘blast’• Analytics – Uplift, auto modeling• IO/Foundation – configurable customer data, process, decision (inc scoring)
• All have reference points • All good at data integration• All provide incremental benefit to CRM• Strong pride in heritage, and passion for individual product lines
Putting the customer at the heart of everything we do
What you can be the best in the world at?
What drives your economic engine?
What you are deeply passionate about?
Customer interaction optimization
License sales to existing & new customers –direct and indirect
Making our customers successful (walk the talk)
Our heritage, innovation solutions, company & people
We will create a software suite that becomes pervasive around the world for companies wishing to deliver optimal customer interaction & experience……..We will be the first company to truly define what it means to have direct 1:1 relationships with customers (to be truly customer-centric)………We will succeed by inspiring our customers, providing innovative solutions, exceeding their expectations and delivering fast incremental returns.