CRM - November 2008 - (Page 49)

in this issue ■ CRM USER COMPANIES References are to the first page of the story or section in which the company appears. 3M 14 ABC 24 ADT Security 45 American Express 15 American Honda 20 Ameriprise 34 Apple 24 Charles Schwab 30 Combe 34 DirecTV 45 Etsy.com 24 Fairytale Brownies 47 Genentech 15 General Electric 14 General Motors 30, 34 Google 30 Home Depot 14 ING Group 34 Invicta Wireless 46 JPMorgan Chase 16 Kawasaki 20 Life Alert 40 MasterCard 19 Mercedes-Benz USA 24 Motorola 24 MyFirstPaycheck.com 24 MyHandworkStudio.com 24 Nike 24, 34 Nintendo 34 Pitney Bowes Canada 45 Procter & Gamble 15 Radisson Plaza Hotel and Suites 8 Sirius Satellite Radio 45 Suzuki 20 The CW 24 Unilever 24 Urban Outfitters/Anthropologie 24 Verizon Wireless 24 Walt Disney Parks and Resorts 10 Washington Mutual 16 Yahoo! 24 Yamaha 20 RE:TOOLING BY CHRISTOPHER MUSICO Business Problem: Tech Solution: Predictive Analytics Tools > > Product: Identifying future trends and behaviors to boost business. Picture your colleagues sitting around, trying to figure out the future of your business. What will your customers want to buy? How will they want to be contacted? Will they even want to keep using your product or services? Instead of picking strategies out of a hat, predictive analytics solutions can help tell your business’ future. These offerings analyze data your organization already collects, and help discern future trends as well as current opportunities. Predictive analytics solutions are significantly more expensive than a call to the $1.99-per-minute Psychic Friends Network, but they’ve shown their value many times over. Allegiance Engage Platform Delivery Model: Hosted, software-as-a-service Price: Typical annual subscription ranges from $10,000 to $250,000 depending on the size of your company. Business Benefits: The Allegiance Engage platform helps companies gather, analyze, and respond in real time to customer and employee complaints, comments, and suggestions, using leading indicators and predictive technology to tie data to business outcomes. The offering analyzes all employee and customer engagement to date to make predictions about actions that will optimally improve loyalty and engagement. Functionality: The platform collects and responds to employee and customer feedback from all points of contact. It also monitors and examines employee and customer emotions and intentions (including feelings toward a company’s products, employees, and service) and determines the drivers of engagement that will have the most positive impact. Contact: Allegiance at 1-866-794-4785; or visit www.allegiance.com. > > Product: > > Product: Asterop GeoIntelligence Solutions Delivery Model: Web-based software Price: Implementations start at $100,000, and annual usage starts at $25,000. Business Benefits: Asterop GeoIntelligence Solutions enable the identification of optimal expansion, relocation, and closing strategies for a store network. The offering also calculates the revenue potential of new, expanded, or relocated stores and subsequent cannibalization of existing stores while streamlining evaluations of prospective sites and simplifying data collection, data management, and report preparation. Functionality: The solution is built on GeoIntelligence platform technology, enabling Asterop to create a customized solution for users in United States or European markets. The hosted software consists of modules for network planning, revenue modeling, mapping, direct-mail optimization, and portfolio optimization. The software also scrutinizes probabilistic trade areas and predictive revenue potential. ■ADVERTISERS Autonomy etalk back cover www.etalk.com 1-800-835-6357 Avaya 5 www.avaya.com/change Excellence Every Day, by Lior Arussy 44 books.infotoday.com/books/ExcellenceEveryDay.shtml 1-800-300-9868 CRM eWeekly 39 www.destinationCRM.com/newsletter Information Today, Inc 29 www.infotoday.com/periodicals 1-800-300-9868 ITI Practical Books 13 books.infotoday.com/ 1-800-300-9868 U.S. Postal Service inside front cover www.usps.gov RightNow Technologies 9 www.rightnow.com/thule Streaming Media East inside back cover www.streamingmedia.com/east 1-800-300-9868 Contact: Asterop at 1-415-227-0300; or visit www.asterop.com. SPSS Predictive Analytics Software Delivery Model: Web-based software; consulting services available for larger implementations. Price: Pricing starts from $1,699 for statistics and $10,000 for data mining in a desktop installation with additional costs per license and per module. Enterprisewide implementations start at $100,000. Business Benefits: The solution drives revenue growth and operational efficiency by automating data-driven decision-making within everyday processes, thereby helping to attract, grow, and retain customers. The offering allows for better understanding and predictions of future customer behavior by analyzing, modeling, and scoring demographic and transactional data from operational systems, as well as attitudinal data gathered through customer interaction and surveys. The software also integrates with existing infrastructure for minimal disruption and accelerated return on investment. Functionality: By deploying predictive models within operational systems, the solution unlocks the value of existing enterprise data to identify which customers to target, how to reach them, when to make contact, and the proper messages to communicate. This can help to improve interactions within marketing campaigns, through contact centers, and on the Web. ■WEB EVENTS Talisma webinar 11 http://webinars.destinationcrm.com/talisma/116/ Contact: SPSS at 1-312-651-3000; or visit www.spss.com. Contact Editorial Assistant Christopher Musico at cmusico@destinationCRM.com. CUSTOMER RELATIONSHIP MANAGEMENT | NOVEMBER 2008 http://www.Etsy.com http://www.MyFirstPaycheck.com http://www.MyHandworkStudio.com http://www.allegiance.com http://www.etalk.com http://www.avaya.com/change http://books.infotoday.com/books/ExcellenceEveryDay.shtml http://www.asterop.com http://www.destinationcrm.com/newsletters/ http://www.infotoday.com/periodicals http://books.infotoday.com/ http://www.usps.gov http://www.rightnow.com/thule http://www.streamingmedia.com/east http://www.spss.com http://webinars.destinationcrm.com/talisma/116/

Table of Contents Feed for the Digital Edition of CRM - November 2008

CRM - November 2008 Contents Front Office Feedback Reality Check Customer Centricity The Tipping Point Working with the Years CRM on Twitter Virtual Spenders Contact Centers Chatting to Success The Complexity Chasm Required Reading Generational Spending: A Special Report Who, What, Where, When, Y The Slackers’ X-cellent Adventure The Boomer Boom The Matures Endure Boosting Productivity North of the Border Changing the Channel Invicta’s Thrill of Victory Secret of My Success Connect Re:Tooling Pint of View

CRM - November 2008

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