mikailililly高級(jí)客戶關(guān)懷埃森哲-閱讀頁(yè)
2025-05-31 22:57本頁(yè)面
【正文】 customer contact? ? How do we respond to a petitor price change? ? Can we institute a customer loyalty program to reduce churn? ? How do we handle Increasing volumes into the call centers? ? What is the likely reason thus customer is calling and how can we best serve profitably? ? How do we prioritize IT infrastructure development to optimize customer experience and our bottom line by segment? ? Which potential alliance partners’ support our customer strategy? ? Which alliances are most likely to attract and retain the “best” customers? On what terms? Sales Customer Service Information Technology Supply Chain Alliances Product Development Network Customer Insight In this saturated market, the pany was facing many key business questions that now can be answered with strong analytical support. 9 Copyright 169。 2021 Accenture All Rights Reserved. Case Study II: Strategic Segmentation Top Level Strategic Segments Population Multiple Seg C Segment D Seg B Seg A Seg E Value Factors Behavior Factors (Average) This analysis yielded five strategic segments and the decision was made to further analyze the cells below these for insights in many key decisions areas. Sources: Customer Data 11 Copyright 169。 2021 Accenture All Rights Reserved. Case Study II: Market Research Market Share Leader in Segment Note 1: Includes carriers such as Nextel, Rural Cellular, US Cellular and respondents who did not indicate a carrier. Note 2: Adding values may not total exactly 100% due to rounding. Segment Company 1 Company 2 19% 22% 22% 21% Company 3 Company 4 Company 5 11% 12% 18% 17% 20% 14% 13% 16% 18% 16% 11% 14% 7% 10% 3% 3% 23% 17% 14% 7% 4% Others1 Total2 19% 23% 26% 21% 29% 100% 100% 100% 100% 100% A B C D E Company 6 6% 4% 7% 8% 7% Market Share By Segment Source: 2021 Convergence Audit. Data is from response to question about, “who is your wireless carrier?”. Market versus Client parison is made using Claritas data and should be used for relative parison only. Data does not exactly reflect Client’s base. In highly petitive industry with high churn rates, it was critical to identify the addressable market in each area, and to find out where those customers were if they were not in our base. 13 Copyright 169。 Manage Data Apply Insight Analyze Data/Draw Insight Profiling and Propensity Modeling Segmentation and Value Analysis Close the loop so customer responses are quickly incorporated into future analytics Customer Insight Customer Insight Framework Data Enrichment and Refinement
環(huán)評(píng)公示相關(guān)推薦
鄂ICP備17016276號(hào)-1