Why Buyerlytics

For strategic market leaders the Infinity Buyerlytics System™ is a journey to integrating marketing, channels, sales, and customer service to enhance the customer experience.

The Journey from Data to Buyerlytics

Infinity Buyerlytics System™

The Journey:1. Shift from data marketing to

buyerlytics.→ Customer asset and analytics setup.

2. Buyerlytics Segmentation.→ Focus on developing markets and products.

3. CustomerXP™ | Experience Matters. → Loyalty, opportunity, and advocacy

programs for client lifecycle management.

A History of Evolution & Continuous Improvement

The contact center industry was pioneered in America, arising out of a need to centralize customer service operations. In today’s information age, call centers have evolved to include outsourced functions such as customer service, IT support, sales and marketing, and includes both front office and backoffice operations.

Today’s best contact center’s use sophisticated technology and business intelligence along with access to databases and online resources that most companies simply do not have access to nor can afford.

The job of call center has always been difficult. Customers are more sophisticated today than ever before. They expect much from the companies from which they do business, including customer service. 

The call center has evolved into the customer care services market, aka contact center services, with notable and important changes as a result of the different ways companies and consumers are now communicating with one another. The traditional view of a customer care outsourcer is moving from a largely agent- and voice-based service to a strategic, multichannel, and sometimes transformational service.

Newer capabilities address these changes with a flexible and agile value proposition, among other elements such as cost effectiveness. The changing interactions and evolving ecosystem are poised to change the traditional customer care provider's value proposition to one of a more strategic partner and to shake up the provider landscape.

Functional Labor On-Demand Multichannel Analytics CustomerCustomer Arbitrage Workforce Services Experience Service

1995 2000 2005 2010 2015

Where are you at today?

Infinity Buyerlytics

Sales Analytics: Sales Performance Pipeline Management Sales KPI Analytics

Executive Dashboard: KPI ScorecardsManagement DashboardActivity Based ManagementROI

Marketing & Acquisition : Campaign ManagementConversion & Results MetricsSegmentation & Targeting

Loyalty Analytics: KPI DashboardRetentionPipelineTerritory AnalysisProgram Effectiveness

Shift the conversation from call metrics to customer analytics. The goal is for clients to partner with Infinity to develop the best customer database in the world.

The journey shifts the focus from near-term sales activities to the creation of assets, intelligence, revenue systems, and long-term customers. The outcome of the journey for the client includes:

Nurtured and Segmented Customer Database based on preferences and history.

Insights and Intelligence based on rules engine and predictive models.

The Buyerlytics Journey starts with the creation of database assets, continues with sales campaign optimization using Infinity’s various analytics packages, and leads to a portfolio of acquisition and loyalty solutions.

Are all your customer efforts metrics driven?

Primary Drivers of Analytics:Return on Investment Factor Impact

Customer service and customer care 71%

Respond to customer needs in a timely fashion 45%

Point of sale response time via multiple channels 42%

To support customer self service 21%

To improve efficiencies (margins, costs) 21%

To increase revenues 20%

To share information / educate 17%

Questions Answered by BuyerlyticsPerpetual customer database asset development coupled with our business rules engine based on BI and analytics.

Segmentation Acquisition Loyalty

Who, How, & Whyby product and market

which segment(s) to target

Best strategy and tactics to reach the best buyers.

Focus on NLTV (net lifetime value of raving

fans)

Demographics & Buyergraphics Preferences & History Opportunities & Raving Fan Advocacy

Which customer segments have a propensity to buy and which prospective customers should I prioritize?

Which offer / solution best matches my prospect’s preferences?

What does a customer value most?Which of my customers are at risk of defecting?

What customers do I make/lose money on?

How do I get he most out of each channel?

What combination of products or features is most attractive to a customer segment?

How do I bring all my relevant data and information together for planning and decision making?

How many reps should I assign to a product line or customer segment?

What is the optimal product assortment?How do I cross/up-sell with greater success rate?

Buyerlytics is the transformation of customer data into business rules based on intelligence.1. Analytics are used to pinpoint buyers.2. Customer campaigns based on preferences and history.3. An on-demand workforce is focused on targeted segments.

Getting Started with Buyerlytics

What are you doing to attract and retain more customers?Q: How do you acquire and retain more customers using their preferred channels? Q: How do you connect Sales & Marketing and Customer Relations to provide a seamless customer experience? Q: How do you achieve greater share of wallet and per customer spend with better sales ROI?

Your Alternatives:

Stop talking about sales and manage revenues with Infinity.

Buyerlytics is the application of customer analytics to deliver segmented and personalized sales and service. Infinity’s Buyerlytics solution is a combination of its data warehouse, multichannel revenue technology platform, business rules, and analytics. Buyerlytics enables us to understand each individual customer to create personalized sales and service customer experiences.

Give the job to someone internally? Recruit a specialist? Outsource the Function Turn on Infinity

→Entering 2013 less than a third of enterprises say they have a sophisticated approach to investing marketing resources and engaging customers across multiple channels, but the majority expect to make investments in 2013.

Contact Infinity

Connect with us @ http://www.linkedin.com/company/63794

Watch us in action! @ www.YouTube.com/InfinityContact

Learn about our workforce @ www.facebook.com/InfinityContact

Take a virtual tour @ www.infinitycontact.com/RevenueLeadershipSystem

Infinity was founded in 1996 to deliver integrated campaign solutions. In 2013, we continue to partner with some of America’s best known brands to attract and retain customers for life.

We take the lead starting with building a customer database and our mission is to get customers and keep customers for you in the most efficient means.