BOSTON, MA, June 14, 2004 – Extraprise®, the international consulting firm today announced 'Insight-to-Interaction (or 'i2i'),” an integrated set of services to manage the complete customer life cycle from raw data, to a lead, to a target prospect, to a high value account. The i2i approach enables clients to consolidate multiple data sources, segment customers by value, develop predictive models, manage demand generation campaigns, and automate their customer channels. With i2i, Extraprise is the first consultant to offer services traditionally available separately from two different sources: systems integrators and marketing service providers (MSP's). The solutions are available on premise or as on demand services at Extraprise's hosting centers in the U.S. today, and in the U.K. later this year.
i2i services use a common analytical platform to make business insights actionable in all marketing, sales, and service channels. This 'i2i platform” enables clients to develop a 360-degree view of data, discover new business insights, use this information to drive customer acquisition and retention campaigns, and automate operational systems in marketing, sales, and service.
Extraprise customers have many databases that illuminate some aspect of their customer relationships. Their marketing database contains information about demographics, campaigns, and leads. Sales manages prospect, pipeline, and proposal data. Finance tracks orders and payment history. Service has an audit trail of support issues and resolutions. Each organization may use a different commercial database, a unique schema and record structure, and a variety of standard queries and reports.
Extraprise's data management services help companies develop a comprehensive data strategy that defines the most efficient way to collect and store customer data, and build data quality into their standard business processes. The company profiles existing data sources by measuring, analyzing and reporting on data quality problems and business rule violations. The services use matching and consolidation technology to identify duplicate records; standardize, correct, and augment data; build relationships; and, create a comprehensive customer view to drive better decision making.
Extraprise clients are searching for new ways to develop more profitable customer relationships. The question is which customers? Many companies have a number of critical success factors that drive their business insight projects. These may include rationalizing their marketing, sales and service channels to achieve greater cost efficiency or market share. They may be driven by the desire to better target their marketing campaigns to increase leads, revenue, and customer loyalty. For many, the overriding issue is to transform the company from a 'product-centric” to a 'customer-centric” business.
Extraprise business insight engagements provide interactive data discovery, visualization, and modeling that cover a number of important company issues:
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Understanding customer buying criteria
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Segmenting customers by value
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Defining key performance indicators
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Developing models to predict customer preferences
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Better targeting of marketing, sales, and service programs
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Improving customer acquisition and retention campaigns
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Identifying untapped up selling and cross selling opportunities
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Improving channel efficiency
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Demand Generation
Given the saturation of traditional marketing channels and more restrictive privacy legislation, many marketing campaigns are delivering inadequate returns. Extraprise demand generation services help clients target their campaigns to key customer segments based on models of their behavior and potential value. The services help clients develop the appropriate campaign for the right customer based on an understanding of long term revenue and profit potential.
Choosing the best marketing channel is just as important as selecting the right customer segment. With Extraprise's services, clients develop multi-touch campaigns that span e-mail, direct mail, telemarketing, and events. They determine not just the 'who” and 'what,” but also the 'when” and 'how.” When is the optimal time for the next contact: a birthday, a contract milestone, an industry event, or as a response to a specific action or inquiry? Extraprise services enable companies to determine the optimal time for the appropriate action.
Improving the performance of customer acquisition and retention campaigns means constant measurement. Extraprise provides a range of analytical and reporting services to evaluate intermediate returns (like leads) and strategic value (like revenue and profit). The result is a process of continuous improvement that spans campaigns, channels, and geographies.
Extraprise is using the Alterian Marketing Suite from Alterian (LSE: ALN) as a key software component in its business insight and demand generation services.
Extraprise architects, integrates, and deploys operational CRM systems. These solutions ensure that business insight and demand generation solutions are seamlessly integrated with the client's channels and customer touchpoints. Extraprise has delivered more than 500 successful customer management systems to date and has been recognized by Siebel Systems with a Gold Star Distinction for customer success.
Customer management services cover the complete life cycle of the client's marketing, sales, and service initiatives. They are built on an understanding of business strategy, data, organizational change, technology implementation, and systems integration. The focus is on implementing multi-generation programs of continuous improvement that minimize risk and increase the success rate.
Extraprise has partnered with the industry's CRM technology leaders like Siebel Systems and Salesforce.com to deliver enterprise applications. Partnerships with Avaya, Aspect, and Cisco insure that the contact center is an integral part of the overall customer architecture. Extraprise's customer management services are designed to help companies find the optimal path regardless of their starting point, existing infrastructure, or mix of channels.
'The launch of our Insight-to-Interaction solutions is a significant milestone, not just in our business, but in the services industry overall,” said Extraprise Chairman and CEO Ken Marshall. 'Customer acquisition, management, and retention are simply different phases of a never-ending revenue generation process. Our clients recognize this, and now have a single source of expertise for all their customer projects.”
Extraprise® makes companies more valuable by unifying their customer acquisition, management, and retention initiatives. The company's 'Insight-to-Interaction” (or 'i2i”) solutions combine data management, business insight, demand generation, and customer management. Clients use Extraprise services to make their business insights actionable throughout their marketing, sales, and service channels. Extraprise is the first consultant to span the traditional categories of systems integrator and marketing service provider (MSP). Solutions are available on premise and as on demand services at the company's hosting centers. Extraprise is headquartered in Boston and London with offices across the U.S. and Europe. Extraprise is on the Web at www.extraprise.com.
