Companies spend large sums of money to acquire customers. Better understanding the behavior and intents of customers, with the goal of improving retention, is an ongoing challenge. It is widely accepted that keeping existing customers is more cost effective than getting new ones, maybe as much as 10 times more cost effective. Adding to this challenge, the longevity of customer interactions with a company is minimal, which means a company has a short time to make an impression. Of all the business processes that an organization supports and executes, actual customer interactions occur at a relatively few points. Those interaction points are where the customer loyalty battle can be won or lost.
Prolifics, a Premier IBM Business Partner, is the largest systems integrator that specializes exclusively in IBM® technologies. Prolifics provides expert services around the architectural advisement, design, development, and deployment of secure end-to-end service-oriented architecture (SOA), business process management (BPM), and portal solutions. Based on decades of experience and leading IBM technologies, Prolifics ensures that companies get the right start with business process and business rules management and successfully extend initiatives across their enterprise. Prolifics solutions help customers improve and automate business rules and processes through modeling, process choreography, and optimization.
This IBM Redguide™ publication examines customer loyalty and describes the challenges that companies face with retaining their customer base. This guide highlights how combining the discipline of BPM with advanced data analytics can produce dramatic results in customer satisfaction and loyalty. This guide also provides an overview of the Prolific solutions.
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Business value of the solution
The Prolifics solution