Mary-Louise Hoffman
Chris Checco, president and chief analytics officer at Razorsight, believes analytics technology can help cloud service providers drive customer loyalty and identify new revenue opportunities.
Checco discussed how the company’s analytics software product works to provide CSPs a full picture of the customer experience in order to reduce customer churn rate and increase profitability during an interview with Vanilla Plus Magazine.
“The why, how, where and when of churn are more elusive but can be directly addressed via analytics,” he told the magazine.
“With that knowledge, analytics can then apply specific treatment optimizations to retain the customer, determining the best channel to address each customer, and the appropriate level of investment to achieve positive ROI,” he added.
He noted the company rolled predictive and analytics tools into single platform to help users assess customer events across multiple channels in real-time through mobile devices.
The firm’s mobile predictive analytics applications are designed to cut the rate of customer turnover by up to 15 percent, according to Checco.
He says the RazorInsights platform aims to address CSPs’ customer experience management issues in the marketing, finance, operations and digital media areas.
