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PeopleSoft Defrosts CRM with ROI-Centric Solutions

PeopleSoft Defrosts CRM with ROI-Centric Solutions

Real-Time Analytics to the Business User Increased Customer Profitability and Retention

PeopleSoft today announced solutions to help organisations drive return from their CRM project – PeopleSoft Predictive Analytics for Customer Relationship Management (CRM) and Customer Profitability for Communications.

“Organisations are defrosting their CRM focus, and turning their attention to how they can drive fast returns from a CRM project. New solutions that actively reduce customer churn, increase customer profitability and sharpen Marketing’s aim are what businesses are looking for, and that’s what we are delivering,” said Murray Creighton, SVP PeopleSoft, Japan and Asia Pacific.

PeopleSoft Predictive Analytics for CRM transforms complex data to enable business users to make real-time decisions that increase customer profitability and retention. To speed implementation times, the solution includes pre-packaged templates that tailor role-based business processes for specific users, and incorporates a wizard-based interface that help enterprises:

Increase revenues at the point of interaction: Call centre managers and account executives can leverage Predictive Analytics in real-time to ensure the most effective messages reach the customers most likely to purchase or defect, increasing customer profitability and lifetime value. Decrease workload and increase focus on more strategic projects: Customer-facing employees and managers can process more of their own requests by using Predictive Analytics tailored to their roles. Effectively focus investments and messages: Marketing professionals can reduce costs by focusing campaigns on a greater number of micro-segments that are likely to respond, instead of macro-segments less likely to respond. Reduce the length of sales cycles: Sales reps can focus on prospects with the highest likelihood to move from “qualify” to “close,” shortening sales cycles and improving efficiency.

“The benefits of data mining have been limited to those with advanced analytics training – mostly larger companies, and even there, analytics are delegated to only a few trained people within an organisation,” said Adam Sarner, Analyst, CRM Research Practice, Gartner. “CRM vendors that provide easy-to-use analytical solutions, role-based business processes, and integration support to existing systems are best positioned to help enterprises deliver real-time predictive insights for the business user.”

PeopleSoft’s Customer Profitability Management for Communications is the industry’s first solution to link CRM, financial management and business analytics. For the first time, communications companies will gain a clear view of individual customer profitability. Users will be able to more effectively manage marketing programs and customer churn by comparing revenue and cost for each customer in real time. PeopleSoft Customer Profitability Management for Communications goes beyond traditional CRM by incorporating revenue management and cost-based analytics.

The solution aligns the customer relationship with their financial performance, resulting in a more comprehensive view of the customer’s total profitability. As a result, communications companies can dynamically adjust sales offers and support efforts based on these factors to maximise profitability.

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