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Customer Intelligence Trends & Insights
April 2015 - Vol. 9, Issue 5
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Research Agenda 2015
We want to encourage software and service vendors as well as corporate users of their products and services to reach out and schedule an update. We are always interested in interacting and sharing research insights with our community. In addition, a new year means an updated research agenda. Our coverage areas will continue to focus on:
Send us an email at Research@HypatiaResearch.com to request our 2015 research agenda and to schedule a briefing or update. Also, feel free to reach out with report topic suggestions, introduce us to a new customer or update us with your successes. |
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Annual Research Credit Program
Several clients have asked us for a way to plan for their annual research, market intelligence, thought leadership and demand generation budgets without committing to purchase or licensing of a specific study or webinar in advance.
demand-side buyers (customers) of software technology as well as
sell-side suppliers (vendors) of enabling technology and services the option of banking "
credits" that can be used for a wide variety of products and services throughout the year with potential for roll-over extensions. Research-based deliverables may include:
- Syndicated research studies:
- E-Books
- Industry Benchmarks
- Best Practices
- Vendor Selection Guides
- Galaxy® studies
- Custom research reports:
- Market/Competitive Intelligence
- Market Size & Forecasting
- Industry Sector
- Role / Persona Based Studies
- Geography Based Studies
- To Be Determined
- Advisory & Consulting services:
- Strategy Validation / Go 2 Market Review
- Product Launch
- Product/Service Positioning
- Sales Tool Development
- Webinar / Seminar Presentations
- Conference Keynotes / Presentations
Typically, our engagements are with:
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End-user organizations gathering information on vendors, service providers and best practices that will accelerate their growth.
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Technology vendors and service providers that value our research-driven thought-leadership, independent analysis and business case return on investment assessments.
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Clients seeking research and consulting services that reduce cycle-time and influence customer management, product strategy, channel development and market adoption.
Our coverage areas include:
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| Hypatia |
| Read About Her Life, Strife & Many Accomplishments!
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| Hypatia of Alexandria |
Maria Dzielk
Harvard University Press: Revealing Antiquity |
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Greetings!
Rather than focusing on the intangible "customer experience" when addressing customer interactions via various touch-points, SAP has chosen to get tangible with their CRM offering by focusing on customer engagement & commerce. In emphasizing multichannel engagement AND linking it with commerce, SAP brings to market a "rubber meets the road" solution in which a highly fragmented and often unpredictable customer journey may be tracked, analyzed, refined and re-purposed for personalized engagement with individual customers or segments of customers with conversion as the end game. SAP refers to this as "real-time individualization", although as early as 2006, Hypatia defined this as "precision marketing". ...continued online on our research blog.
Feel free to reach out with report topic suggestions, introduce us to a new customer or update us with your successes.
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Customer Identity Authentication: Best Practices in Reducing Identity Theft & Fraud
A Practitioner's Guide & Vendor Selection Criteria for Avoiding Customer Identity Theft, Fraud & Risk
Customer Identity Authentication in the age of digital interaction, customer engagement and commerce is a highly necessary component in protecting customers from fraud as well as for managing business risk. While many organizations often consider a certain percentage of fraudulent transactions as an acceptable (risk calculation) cost of doing business, the bigger issue is how to prevent fraud and identity-theft related losses while enhancing the trust, quality and security of the customer experience.
Two distinct - and possibly conflicting - motivations overshadow the discussion on customer identification authentication (CIA). On the one hand, organizations want to improve customer service, which means dealing with contact center queries quickly and efficiently. On the other, organizations want to improve risk management. That means limiting to as small a percentage as possible fraudulent attempts at credit card purchases, identify theft, prescription drug misuse, or other crimes. These two motivations overlap sometimes as well: organizations strive to assure customers that their call-center processes keep personal information safe and secure.
Figure 1: Percentage (%) of Contact Center Fraud Detected in Near Real Time
©2015 Hypatia Research Group. All Rights Reserved.
According to one of the report's co-authors, Leslie Ament, "We also strongly recommend that authentication methods be deployed consistently across channels and modes--customers don't care that you've selected different tools for online e-commerce and contact center usage. Customers engage with brands as one entity, and that's the face that should be presented to them...continued online on our research blog.
There are many types of identity authentication technologies available. Over 600 global practitioners (at the manager to the C-Level) involved with customer engagement, call center, customer service & support, audit, risk, fraud and commerce were surveyed and/or interviewed for this 30+ page study. Only those who influence, use, hold budget or veto power over investment in Customer Identity Authentication software and services were used for our analysis. For related research, see "Enterprise GRC: Best Practices, Benchmarks & Vendor GalaxyTM Evaluations"
©2015 Hypatia Research Group. All Rights Reserved.
Feel free to reach out with report topic suggestions, introduce us to a new customer or update us with your successes. This report is available for syndication & translation licensing or online purchase. Vendors interested in syndication for end-user education, thought-leadership, or demand generation programs, please contact
ZGR@HypatiaResearch.com.
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Operationalizing Enterprise Voice of the Customer: Best Practices & GalaxyTM Evaluations 2014-2015
First published in 2010-2011
Much has changed since Hypatia Research Group published the first industry analyst research on Voice of the Customer (VOC) software, services and technologies back in 2011. Leading vendors that supported unified VOC analysis via multichannel or Omni-channel VOC capabilities were comprised of IBM, Allegiance (now MaritzCX), Attensity, Confirmit, SandSIV (formerly CustVox), Questback (acquired Globalpark), SDL (which acquired Alterian), and Vovici (acquired by Verint ). 
Now, support of multichannel VOC is considered table stakes in this 2014-2015 GalaxyTM evaluation study. Vendors such as Medallia, InMoment (Mindshare rebranded after its acquisition of Empathica), IBM, NetReflector, NICE (acquired Fizzback), OpinionLab and Verint have compelling multichannel offerings that vary based on product comprehensiveness and specific business applications. (See chapter three, vendor landscape for the placement of Galaxy Leaders, Satellite Competitors and Nebulae Contenders.)
What has changed significantly is the volume and number of data sources and channels, inclusive of mobile device, kiosk, POS and tablet that are able to feed into the analysis of contextual VOC information via enabling VOC software, services and technologies. While our evaluation of VOC has always included both contextual information (qualitative) as well as structured information (quantitative), the sophistication, complexity, and expertise required to design an effective enterprise-level VOC program is lacking in most organizations.
Figure 1 illustrates how organizations plan to source expertise and/or develop enterprise VOC programs. As the top priority action, nearly one-fourth will turn to consultancies or agencies, 10% will rely on the professional services or consulting team of their VOC software provider, and nearly 10% plan to hire expertise directly to set up and run the programs with internal resources.
Feel free to reach out with report topic suggestions, introduce us to a new customer or update us with your successes. This report is available for syndication & translation licensing or
online purchase. Vendors interested in syndication for end-user education, thought-leadership, or demand generation programs, please contact
ZGR@HypatiaResearch.com.
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When customer relationship management (CRM) software first debuted, it was a miracle. For the first time, companies didn't have to build a database of prospects and customers to track their preferences and purchases. There it was, efficiently organized. With analytics, companies could see who patronized them the most, and who generated the most profit. That's why, along with enterprise resource planning (ERP) software, CRM software has become one of the few successful enterprise software mainstays.
There's only one problem: it's a silo. It's hard to exchange information with other applications. If enterprise vendors knew how companies were actually going to use products like CRM, they would have built them with better application programming interfaces (APIs). CRM vendors focused on solving one problem - the lack of a great customer database - and accidentally created another one: how to make that information seamlessly available to other applications, and make information from other applications seamlessly available. Customer information, after all, doesn't just live in a CRM application; it lives throughout & beyond the enterprise.
Aggregating customer data with other applications is not an idle desire: CRM information - those purchases and preferences - has inestimable value. Whether transactional, interactional, historical or behavioral, it can drive insight into marketing, into customer service, into manufacturing, and into logistics. Considered holistically, rather than as a silo, the data in a CRM application can trigger greater insights into which products and services are successful and which are not; which products and services should be tackled next; the potential volume of sales based on stated customer interest; and more.
By suggesting that CRM stop being a silo, we're not talking about a wholesale reconfiguration of CRM.
Read on....
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Financial & Industry Regulations (GRC) Sprout Like Mushrooms After a Rain
Where do companies need enabling technologies to support compliance efforts? The simple answer: everywhere. In the 21st century, governance, risk, and compliance (GRC) has created a drumbeat of urgency and uproar for companies of any size. More simplicity - you can break down the whole concept of compliance (the 'C' in GRC) to a handful of questions:
- What did you do?
- When did you do it?
- Did you do it properly?
- Can you prove it?
Copyright 2014 Hypatia Research Group
But something so fundamentally simple doesn't account for the increasing Sturm und Drang regarding GRC since the turn of the 21st century. There are other reasons that account for the attention paid to GRC, such as these increasingly important aspects of business and technology:
More at....
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| Hypatia Research Group delivers high impact market intelligence, industry benchmarking, best practice, and vendor selection research for how businesses use technology and service providers to capture, manage, analyze and apply customer intelligence to enhance performance and to accelerate growth. Coverage areas include: CRM, Business Intelligence, Customer Analytics, Social Intelligence, Contextual/Text Analytics, Marketing Automation, Database Marketing, Customer Data Integration and Quality, Information Management and GRC. Since its inception by co-founder Leslie Ament in 2001, clients have relied on Hypatia for industry insight, expertise and independent research for guidance in assessing various technology and service options. Like our namesake, Hypatia, we are committed to Calculating ResultsTM for our clients. Hypatia of Alexandria (c.370-415 AD), invented several scientific devices--the astrolabe, plane-sphere, and hydroscope (hydrometer). These instruments were used to calculate the distance between planets, the position of visible stars at any time of the year, and the gravity of liquids respectively. Hypatia was the first woman to make substantial contributions to the development of mathematics, astronomy & philosophy. ©2010-2015 Hypatia Research Group. All Rights Reserved. Corporate: www.hypatiaresearch.com Email: Research@HypatiaResearch.com Phone: 781-862-5106 Twitter: Hypatia_LeslieA Twitter: HypatiaResearch |
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