18 Apr Predictive Analytics is a Top Trend for Customer Relationship Management

Many experts are boasting about predictive analytics as a major trend in CRM for 2017.  At TenPoint7 we completely agree!  Our Customer Insights product collects all the conversations the sales team, services group, and other client facing employees have with customers and prospects.  These conversations occur through email, instant messenger, CRM, conference calls, and numerous other channels.  Those same customers discuss products and services on social media, blogs, forums, and other digital media channels.  And, it’s critical to capture how competitors, industry experts, and news channels represent your company.  To have actionable predictive analytics about customers, you must first capture every interaction with your customer.

Once the data is captured and processed through the TenPoint7 SaaS platform then machine learning is automatically applied to drive new insights.  NLP (Natural Language Processing) models are deployed to inform you on trending topics and evolving customer needs.  Opinion Mining algorithms create sentiment models to identify at risk customers, and those converting to advocacy.  Content Resonance models and scoring execute to inform where your marketing aligns with customer needs and where improvements can be made.  Then these machine learning models are combined with other algorithms in an ensemble method to predict customer churn and generate intelligent sales forecasts.

Visit us at www.tenpoint7.com to meet the needs of your cherished customers more than ever before with the help of artificial intelligence.  After all, it’s 25 times more costly to find a new customer compared to retaining an existing one.

Reference: http://www.cmswire.com/customer-experience/7-top-crm-trends-for-2017-a-look-ahead/

Pat (Co-Founder, Pat@TenPoint7.com)