Global Customer Analytics Markets, Forecast to 2020

Predictive Customer Analytics to take Customer Intelligence to Whole New Level, Emerges as Cornerstone of Enterprise Profitability and Productivity

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In today’s fast changing environment, an organization’s competitive advantage lies in its ability to readily leverage both its internal and external data to produce value for its customer. The primary objective of most organizations is to be profitable and sustainable, and the key to achieving this is the maximizing and enhancing of its customer lifetime value via customer analytics. This deliverable explores the various dimensions of customer analytics and analyzes how it is used to maximize customer experience and with it, customer lifetime value. It also studies the customer experience analytics landscape, including the trends and drivers impacting the market, and the ecosystem of solution providers supplying various customer analytics solutions to the market.

Table of Contents

Executive SummaryKey FindingsExecutive Summary—CEO’s PerspectiveOverviewCustomer Analytics Definition Dimensions of Customer AnalyticsCustomer LifecycleNeed to Maximize Customer Lifecycle ValueCustomer Experience Management (CEM) LandscapeMarket AnalysisTrend AnalysisMarket Dynamics—DriversDrivers ExplainedMarket Dynamics—RestraintsRestraints ExplainedVendors and SolutionsVendors and Solutions (continued)Customer Analytics FrameworkEcosystem—Customer Analytics ProvidersIntegrated CEM VendorsMajor Customer Analytics Providers—Salesforce.com Major Customer Analytics Providers—SAPMajor Customer Analytics Providers—OracleMajor Customer Analytics Providers—MicrosoftNiche Vendors—Text AnalyticsNiche Vendors—Speech AnalyticsNiche Vendors—Social Media AnalyticsNiche Vendors—Web AnalyticsUse CasesUse Cases—Text AnalyticsUse Cases—Speech AnalyticsUse Cases—Social Media AnalyticsUse Cases—Web AnalyticsTakeawaysConclusionThe Last Word—4 Big PredictionsLegal DisclaimerThe Frost & Sullivan StoryThe Frost & Sullivan StoryValue Proposition—Future of Your Company & CareerGlobal PerspectiveIndustry Convergence360º Research PerspectiveImplementation ExcellenceOur Blue Ocean Strategy




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